July 21,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste ***
Chicago, IL
Our File No: 185***
Revdex.com Case #: 94***3/***
Via: Revdex.com Website
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 manner
Pursuant to Ms***'s request, we returned to her home and confirmed that her TXV valve was responsible for the cooling difficulties within the homeOn July 10th and July 13th we visited Ms***'s home and injected an additive to the HVAC unit to restore her TXV to working orderMs*** has confirmed that her unit is now working fine
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that 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-*** x *** or via email at Heather***@searshomepro.com
Sincerely,
Heather ***
SHIP/HI Regulatory Complaint Specialist
cc: Yvonne *** via UPS Ground signature required
July 28, 2016 *** ***
Walton Avenue
Philadelphia, PA
Our File No.: ***
Revdex.com Case # ***
Via: First Class Mail
Dear Ms***,
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention
On behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you may have experienced.SHIP 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 mannerPer your agreement with SHIP the flooring will be completed per the original contract at no cost to you due to the delays and inconveniencesSHIP will also issue a refund check to you in the amount of $This offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptancePlease sign and return the agreement to my address and/or fax as listed below, before the deadlineIf you have any questions or concerns, please contact me at 1-***-***-*** x ***, or via email at ***@searshomepro.com
Sincerely,
Richard ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Website
Enclosure:
Initial Business Response /* (1000, 6, 2015/08/27) */
August 27,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Mr.*** complaint regarding his
recently purchased TV
When I contacted Mr.*** he informed me that he no longer had the TV and that he had been refunded by PayPal
It is unfortunate that we failed Mr.*** expectations with the return of his non-working TVWe value Mr.*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr.*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedSince Mr.*** no longer has the TV and has received a full refund we have closed our case
We apologize to Mr.*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm proud of Paypal and the fact they took time to handle this issueIF it was not for them I would still be waiting on Sears, they sent me an email on 8/saying they had the TV and would work on the refund in 5-daysThree weeks to pick up the TV and it would have been another two weeks prior to them refunding me
Purchased 7/25/
Arrived 8/5/
X-Just a email saying it is now being worked onPaypal found them in the wrong and refunded my money 8/21/
Complaint: ***
I am rejecting this response because: They have been trying to fix this problem ever since I purchased the mowerThey did make some adjustments on the 15th of September, but it still makes the same noiseSo they have not fixed the problemThe repair said the transmission did not have a cover on it, as that was one of the problems they had with this type of mowerWell when he was putting the cover on the transmission he broke the cover in halfHe put it on anyway and said it should be okay, what kind of repair was thatI believe when you repair something you brake a part, you don't put it on, you get another one and replace the broken oneThey also mentioned in there response about being out of the date for returnThey are saying within daysThey were trying to repair it days after I purchased it and still have not fixed the problemIt has been going on for almost years nowI am pretty sure days after purchase qualifies for the day program.I found a friend of mine that has the same mower and his does not make the noise mine doesHe said he has never had a problem with hisSo you tell me what is the problemI have a mower that is defective and Sears does not want to back it up and it has been defective ever since I bought it.I know if they don't refund my money, I promise I will never buy another thing from Sears and another promise, I am a Manager of a store and I deal with about customers week and I will be sure to let them know about my problem.Thank YouBrandon M***
Sincerely,
*** ***
January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to our previous response After receiving Mr*** follconcerns, another appointment was scheduled. On January 4, 2017, the technician examined the refrigerator and found no leaks; however, the unit was in a deep vacuum state. He replaced the drier and recharged the system. Additionally, another appointment has been tentatively scheduled for January 10, 2017, as a precaution, in case the cooling issue returns. In the interim, since we are actively working with Mr*** to provide a lasting repair for his refrigerator, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding the service on his refrigerator Our service technician
found that Mr*** had a sealed system leak and a replacement was processed with delivery on May 8, Since the refrigerator was replaced we have closed our file We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
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
I do, however feel compelled to communicate that I will never patronize Sears or any of its affiliates againThe experiences surrounding this final purchase have been horrifying from beginning to endEvery experience with every Sears department and employee has been a terrible exercise in inaccuracies, falsehoods and outright lies.These problems are not the results of certain misdirected individuals, it is endemic in the entire organization and can only be attributed to direction from dishonest and predatory management.It's a shameThey used to be a premiere organization that could be trusted to do the right thing
Sincerely,
*** ***
October 6,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94*** - Melissa ***
Dear Ms
***:
We have completed our investigation of Ms***'s complaint regarding her weed eater
The store has processed a full refund for the weed eater as well as refunded Ms*** the purchase of the weed eater spool she purchased as wellThe refunds will show as two transactions both processed on September 28, One for $and one for $11.34; both refunds will appear on her Master Card ending in If Ms*** is still in need of assistance she can contact the store manager, Frank *** directly at ***Since it is our understanding that the resolution provided was acceptable to Ms*** and we have made her whole in this we have closed our case
We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
***direct
Vanessa***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint and the business is lying!I have not revived any communication from any one from Sears nor any offer of refundIf they have contacted me they would know I am a man and they would stop calling me Ms ***.If I don't get a refund check I will reopen this complaintThey really are bad business people that should stick with flipping burgers instead of dealing with the public
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,
Ednita P***
Complaint: ***
I am rejecting this response because: I am requesting help as the rice cooker I ordered has no tracking number with it if they could assist with this I would great appreciate it sales check: ***
Anchored Title > Media Viewer" class="product-title title-2">*** 5-Cup Rice Cooker - White
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/08/28) */
August 28,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint
regarding his service experience
We apologize for the delay in responding to this complaintCurrently we are waiting the completion of service by the third party company, *** Appliance ServiceOnce we know that service was completed we will address Mr*** experienceIn the interim, should Mr*** have any questions, he may contact me directly at XXX-XXX-XXXX
We apologize again 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept the response from Sears yetThe third-party service provider repaired my refrigerator on 8/28/It took a week for Sears to accept the reimbursement request; they asked my provider for another invoiceMs.*** assured me that a reimbursement check was mailed on 9/4/I have not received it yet, so I cannot say that the issue is resolved
Final Consumer Response /* (2000, 14, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 12, 2015/09/23) */
September 23,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***
Dear Ms***
We have completed the investigation of Mr*** rebuttal
We have reviewed both our response and Mr*** rebuttalWhen we contacted Mr*** he did confirm he received the check for the reimbursement of the repairs on September 11, the day after submitting his rebuttalSince we have confirmed the receipt of the service reimbursement we have closed our case
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***
October 30, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re* *** * *** ** *** Dear Ms*** We have been unable to complete the investigation of Mr*** complaint regarding the
microwave and his request to have Sears uninstall the product and install the replacement After reviewing the notes in Mr*** order, we found that he had previously been in contact with Customer Solutions, Sears’ escalated complaint departmentCustomer Solutions explained that since Mr*** did not originally pay for installation with Sears then he would have to pay to have the microwave uninstalled and installation of the new unitWe have attempted to contact Mr***, but have not received a response to the email correspondence we sent to himWe explained that since the product was defective, we understood this was not his faultTherefore, we offered to reimburse him for basic installation through SearsMr*** will need to contact Sears Installation at *** *** and pay for installationOnce he has completed this step then we would only need his purchase receipt so that we can process the reimbursement of a maximum amount of $If Mr*** still requires assistance, he is welcome to contact me via email at *** In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We apologize to Mr*** 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
Revdex.com:I spoke with MiguelHe resolved the problem as usualThank you
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm grateful that my washer was finally repairedHowever, I feel that the Sears customer service agents who answer the phone have very little power to resolve issuesAll they can do is look at a calendar schedule which seems to be filled completely for the upcoming month and put you on the schedule that far outThere is an expedited list that you can request to be put on to have Sears call if an earlier appointment opens up, but every time I called, I was put on the list, and when I checked back, I was no longer on the list and had to be re-addedIt makes me feel like it's something the customer service reps just say to make people feel like something is being done without actually doing anythingI would like to see Sears have a process whereby after your second visit with a technician, you are immediately scheduled for the techs to return the next day with parts in handNo waiting around for parts to ship to your house then calling to schedule a tech visit a month awayThey would continue to come to your house every day with parts until the repair is completedAlso, a smaller time window for these visits would be beneficialWaiting around for a whole day for a technician who may or may not make it to your house on the scheduled day is wasteful
June 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dishwasher First, we would
like to apologize to Mr*** for any inconvenience and frustration he may have experienced with Sears Home Services. Although Mr*** dishwasher has not been deemed un-repairable, he has been authorized a replacement for customer satisfaction. After reviewing the features of Mr*** current dishwasher, it was determined that $would provide him with a comparable replacementOn June 16, 2016, *** *** with service unit 8181, spoke with Mr*** and provided him with the authorization amountMr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, (*** ***, to verify the replacement authorization. The new dishwasher will be delivered at no charge and a basic installation provided; the old unit will be removed as well Furthermore, the Master Protection Agreement (MPA) he carries on his current dishwasher will be transferred to the new unit after delivery With that said, since we are providing Mr*** with the replacement he requested, 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
Nita ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611 Re: Robin *** *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding a washer purchased from Sears.Gustavo ***, manager of the North Riverside Sears
provided the following response: MsOjeda has received a new washer and as a gesture of good customer service we have provided her with a $Sears gift cardIf I can be of any further assistance to Ms* ***, she can reach me at (708) 588-Ext ***At this time, since it is my understanding that Ms*** is satisfied with the actions taken 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 concerns.Sincerely,Adam ***Regulatory Claims SpecialistSears Holdings CorporationAdam.***@searshc.com
March 16, *** *** 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 to receive the products she ordered or a full refund *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations 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 avertedUnfortunately, the color that Ms* *** selected is on back orderHowever, Ms* *** agreed to take the product in a different color which is due to arrive this weekOnce the product arrives, the store will cancel the original order so that a refund is processedShould Ms* *** have any further questions or concerns, she may contact our store directly at *** ***In the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* * *** *** ** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding services under her Sears Home Warranty Upon
receipt of Ms*** complaint, we found that she had been in contact with Ms*** *** in our escalated complaint departmentMs*** home warranty was cancelled and she was refunded for the warrantySince our records indicate that Ms*** was refunded as requested and the warranty cancelled we have closed this case We apologize to Ms*** 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 *** *** ***
July 21,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste ***
Chicago, IL
Our File No: 185***
Revdex.com Case #: 94***3/***
Via: Revdex.com Website
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 manner
Pursuant to Ms***'s request, we returned to her home and confirmed that her TXV valve was responsible for the cooling difficulties within the homeOn July 10th and July 13th we visited Ms***'s home and injected an additive to the HVAC unit to restore her TXV to working orderMs*** has confirmed that her unit is now working fine
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that 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-*** x *** or via email at Heather***@searshomepro.com
Sincerely,
Heather ***
SHIP/HI Regulatory Complaint Specialist
cc: Yvonne *** via UPS Ground signature required
July 28, 2016 *** ***
Walton Avenue
Philadelphia, PA
Our File No.: ***
Revdex.com Case # ***
Via: First Class Mail
Dear Ms***,
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention
On behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you may have experienced.SHIP 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 mannerPer your agreement with SHIP the flooring will be completed per the original contract at no cost to you due to the delays and inconveniencesSHIP will also issue a refund check to you in the amount of $This offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptancePlease sign and return the agreement to my address and/or fax as listed below, before the deadlineIf you have any questions or concerns, please contact me at 1-***-***-*** x ***, or via email at ***@searshomepro.com
Sincerely,
Richard ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Website
Enclosure:
Initial Business Response /* (1000, 6, 2015/08/27) */
August 27,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Mr.*** complaint regarding his
recently purchased TV
When I contacted Mr.*** he informed me that he no longer had the TV and that he had been refunded by PayPal
It is unfortunate that we failed Mr.*** expectations with the return of his non-working TVWe value Mr.*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr.*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedSince Mr.*** no longer has the TV and has received a full refund we have closed our case
We apologize to Mr.*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm proud of Paypal and the fact they took time to handle this issueIF it was not for them I would still be waiting on Sears, they sent me an email on 8/saying they had the TV and would work on the refund in 5-daysThree weeks to pick up the TV and it would have been another two weeks prior to them refunding me
Purchased 7/25/
Arrived 8/5/
X-Just a email saying it is now being worked onPaypal found them in the wrong and refunded my money 8/21/
Complaint: ***
I am rejecting this response because:
Sincerely,
Marilyn M***
Complaint: ***
I am rejecting this response because: They have been trying to fix this problem ever since I purchased the mowerThey did make some adjustments on the 15th of September, but it still makes the same noiseSo they have not fixed the problemThe repair said the transmission did not have a cover on it, as that was one of the problems they had with this type of mowerWell when he was putting the cover on the transmission he broke the cover in halfHe put it on anyway and said it should be okay, what kind of repair was thatI believe when you repair something you brake a part, you don't put it on, you get another one and replace the broken oneThey also mentioned in there response about being out of the date for returnThey are saying within daysThey were trying to repair it days after I purchased it and still have not fixed the problemIt has been going on for almost years nowI am pretty sure days after purchase qualifies for the day program.I found a friend of mine that has the same mower and his does not make the noise mine doesHe said he has never had a problem with hisSo you tell me what is the problemI have a mower that is defective and Sears does not want to back it up and it has been defective ever since I bought it.I know if they don't refund my money, I promise I will never buy another thing from Sears and another promise, I am a Manager of a store and I deal with about customers week and I will be sure to let them know about my problem.Thank YouBrandon M***
Sincerely,
*** ***
January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to our previous response After receiving Mr*** follconcerns, another appointment was scheduled. On January 4, 2017, the technician examined the refrigerator and found no leaks; however, the unit was in a deep vacuum state. He replaced the drier and recharged the system. Additionally, another appointment has been tentatively scheduled for January 10, 2017, as a precaution, in case the cooling issue returns. In the interim, since we are actively working with Mr*** to provide a lasting repair for his refrigerator, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding the service on his refrigerator Our service technician
found that Mr*** had a sealed system leak and a replacement was processed with delivery on May 8, Since the refrigerator was replaced we have closed our file We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
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
I do, however feel compelled to communicate that I will never patronize Sears or any of its affiliates againThe experiences surrounding this final purchase have been horrifying from beginning to endEvery experience with every Sears department and employee has been a terrible exercise in inaccuracies, falsehoods and outright lies.These problems are not the results of certain misdirected individuals, it is endemic in the entire organization and can only be attributed to direction from dishonest and predatory management.It's a shameThey used to be a premiere organization that could be trusted to do the right thing
Sincerely,
*** ***
October 6,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94*** - Melissa ***
Dear Ms
***:
We have completed our investigation of Ms***'s complaint regarding her weed eater
The store has processed a full refund for the weed eater as well as refunded Ms*** the purchase of the weed eater spool she purchased as wellThe refunds will show as two transactions both processed on September 28, One for $and one for $11.34; both refunds will appear on her Master Card ending in If Ms*** is still in need of assistance she can contact the store manager, Frank *** directly at ***Since it is our understanding that the resolution provided was acceptable to Ms*** and we have made her whole in this we have closed our case
We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
***direct
Vanessa***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint and the business is lying!I have not revived any communication from any one from Sears nor any offer of refundIf they have contacted me they would know I am a man and they would stop calling me Ms ***.If I don't get a refund check I will reopen this complaintThey really are bad business people that should stick with flipping burgers instead of dealing with the public
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,
Ednita P***
Complaint: ***
I am rejecting this response because: I am requesting help as the rice cooker I ordered has no tracking number with it if they could assist with this I would great appreciate it sales check: ***
Anchored Title > Media Viewer" class="product-title title-2">*** 5-Cup Rice Cooker - White
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/08/28) */
August 28,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint
regarding his service experience
We apologize for the delay in responding to this complaintCurrently we are waiting the completion of service by the third party company, *** Appliance ServiceOnce we know that service was completed we will address Mr*** experienceIn the interim, should Mr*** have any questions, he may contact me directly at XXX-XXX-XXXX
We apologize again 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept the response from Sears yetThe third-party service provider repaired my refrigerator on 8/28/It took a week for Sears to accept the reimbursement request; they asked my provider for another invoiceMs.*** assured me that a reimbursement check was mailed on 9/4/I have not received it yet, so I cannot say that the issue is resolved
Final Consumer Response /* (2000, 14, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 12, 2015/09/23) */
September 23,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***
Dear Ms***
We have completed the investigation of Mr*** rebuttal
We have reviewed both our response and Mr*** rebuttalWhen we contacted Mr*** he did confirm he received the check for the reimbursement of the repairs on September 11, the day after submitting his rebuttalSince we have confirmed the receipt of the service reimbursement we have closed our case
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***
October 30, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re* *** * *** ** *** Dear Ms*** We have been unable to complete the investigation of Mr*** complaint regarding the
microwave and his request to have Sears uninstall the product and install the replacement After reviewing the notes in Mr*** order, we found that he had previously been in contact with Customer Solutions, Sears’ escalated complaint departmentCustomer Solutions explained that since Mr*** did not originally pay for installation with Sears then he would have to pay to have the microwave uninstalled and installation of the new unitWe have attempted to contact Mr***, but have not received a response to the email correspondence we sent to himWe explained that since the product was defective, we understood this was not his faultTherefore, we offered to reimburse him for basic installation through SearsMr*** will need to contact Sears Installation at *** *** and pay for installationOnce he has completed this step then we would only need his purchase receipt so that we can process the reimbursement of a maximum amount of $If Mr*** still requires assistance, he is welcome to contact me via email at *** In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We apologize to Mr*** 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
Revdex.com:I spoke with MiguelHe resolved the problem as usualThank you
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm grateful that my washer was finally repairedHowever, I feel that the Sears customer service agents who answer the phone have very little power to resolve issuesAll they can do is look at a calendar schedule which seems to be filled completely for the upcoming month and put you on the schedule that far outThere is an expedited list that you can request to be put on to have Sears call if an earlier appointment opens up, but every time I called, I was put on the list, and when I checked back, I was no longer on the list and had to be re-addedIt makes me feel like it's something the customer service reps just say to make people feel like something is being done without actually doing anythingI would like to see Sears have a process whereby after your second visit with a technician, you are immediately scheduled for the techs to return the next day with parts in handNo waiting around for parts to ship to your house then calling to schedule a tech visit a month awayThey would continue to come to your house every day with parts until the repair is completedAlso, a smaller time window for these visits would be beneficialWaiting around for a whole day for a technician who may or may not make it to your house on the scheduled day is wasteful
June 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dishwasher First, we would
like to apologize to Mr*** for any inconvenience and frustration he may have experienced with Sears Home Services. Although Mr*** dishwasher has not been deemed un-repairable, he has been authorized a replacement for customer satisfaction. After reviewing the features of Mr*** current dishwasher, it was determined that $would provide him with a comparable replacementOn June 16, 2016, *** *** with service unit 8181, spoke with Mr*** and provided him with the authorization amountMr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, (*** ***, to verify the replacement authorization. The new dishwasher will be delivered at no charge and a basic installation provided; the old unit will be removed as well Furthermore, the Master Protection Agreement (MPA) he carries on his current dishwasher will be transferred to the new unit after delivery With that said, since we are providing Mr*** with the replacement he requested, 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
Nita ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611 Re: Robin *** *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding a washer purchased from Sears.Gustavo ***, manager of the North Riverside Sears
provided the following response: MsOjeda has received a new washer and as a gesture of good customer service we have provided her with a $Sears gift cardIf I can be of any further assistance to Ms* ***, she can reach me at (708) 588-Ext ***At this time, since it is my understanding that Ms*** is satisfied with the actions taken 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 concerns.Sincerely,Adam ***Regulatory Claims SpecialistSears Holdings CorporationAdam.***@searshc.com
March 16, *** *** 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 to receive the products she ordered or a full refund *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations 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 avertedUnfortunately, the color that Ms* *** selected is on back orderHowever, Ms* *** agreed to take the product in a different color which is due to arrive this weekOnce the product arrives, the store will cancel the original order so that a refund is processedShould Ms* *** have any further questions or concerns, she may contact our store directly at *** ***In the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* * *** *** ** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding services under her Sears Home Warranty Upon
receipt of Ms*** complaint, we found that she had been in contact with Ms*** *** in our escalated complaint departmentMs*** home warranty was cancelled and she was refunded for the warrantySince our records indicate that Ms*** was refunded as requested and the warranty cancelled we have closed this case We apologize to Ms*** 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 *** *** ***