June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order experience and
request for a full refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events detailed in her complaintWe regret that this incident occurred and 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 we found there were some discrepancies with the delivery date from *** in addition to misinformation regarding the refundTherefore, we have processed a full refund as a onetime courtesy exceptionWe hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sue *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services First, we
would like to apologize to Ms*** for failing his expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we contacted Loretta *** with unit for assistance. Ms*** was able to move the repair to September 26, 2016, and our records show that the technician completed service that day. Additionally, Ms*** followed up with Ms*** to ensure that the repair was completed to her satisfaction. Ms*** mentioned in her complaint that she incurred food loss. Since she carries a Master Protection Agreement (MPA), Ms*** can file a claim by calling our Protection Agreement department at (***) ***-***; her agreement provides up to $in food loss reimbursement per year. Additionally, my office has processed a $check to reimburse Ms*** for the ice she purchased while her refrigerator was being repaired. The check was requested on September 27, 2016, so Ms*** should receive it in the next two weeks. With that said, since we have completed the repair to Ms***’s refrigerator and 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, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: I was promised 3.9%There is now way I would have proceeded if they would have told me the truthThere's no way I would pay 14.5% interest on anythingMrs*** said someone at the company saw where I was promised 3.9% in the paperworkNow she's lying about itThey did recaulk the window, I'll find out if it leaks when it rainsThey did give me the award pointsThey did offer me $for lying to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:The unit is only a year old and should not be failing When I purchased it sepI specificaally too the salesman I was looking of a dishwasher with garbage disposal in it since my prior unit I bought after hurricane sandy failed and didn't have it and also failed after a year The salesman assured me the unit I purchased had a garbage disposal in it, this is why I choose it So repair comes to my to fix it and tells me it does not have a garbage disposal in it and this is why these units failstuff gets caught in hose I was extremetrly upset to hear I was deceived by the sears sales representative They lie to make a sale , bait and catch is exactly what happened hereAnd I had to call on 10/for the salesman to come back since he did replace the outer skin on door but didn'tput the insulation in it(Really) great service and since he pulled the unit out of cabinet he didn't put I ack in correctly and water is not draining properly cause its wasn't put back in correctly Overall so dissatisfied with Sears overall, the purchase,salesman and several repairman that were here and do not take pride in their work Poor service So disgusted that I have to deal with our company and I know this unit will fail againthis is why I'm asking for what I thought I purchased a unit with a garage disposal in it Oh and idk possible send repair men that actually care about their work and the customer service and your salesman should be trained to be honest I want a refund or unit that I thought I was getting with a garbage disposal in it without it these units fail This is not a quality unit at al
Sincerely,
*** ***
July 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Hector L*** - # *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator
repair After receiving Mr*** complaint, we attempted to service the refrigerator. Unfortunately, the appointment for July 9, 2016, was rescheduled. Although the appointment was rescheduled to July 20, 2016, the technician was unable to proceed with the repair as service was refusedIt was relayed to our technician that Mr*** is securing an attorney and plans to pursue his issue in court. If this is not the case, Ms*** is welcome to contact Barbara *** at *** to schedule another service callIn the interim, since we have attempted to address Mr*** concerns, but may have reached an impasse due to the aforementioned constraints; we respectfully request to have this matter closed We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Tell us why here..*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611 *** *** ** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his *** refrigerator Sears has
processed the in warranty exchange of *** *** refrigeratorThe new unit has been ordered and is scheduled to be delivered to his home on Tuesday, May 24, We apologize to *** *** for the inconvenience noted in his complaintMoving forward, *** *** has my email address and office number and can contact me if he needs anything furtherSince we have noted the actions taken to ensure *** *** satisfaction, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***Regulatory Claims SpecialistSears Holdings Corporation***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: - Elizabeth *** Dear Ms***: We have not fully completed our investigation Ms***’s complaint regarding her microwave We are currently waiting
additional information from Ms*** at this timeOnce we have received the additional information we will proceed with our investigation 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 *** direct Vanessa.L.***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her window air conditioner It is unfortunate that we
failed Ms*** expectations when she called Sears for service on her window air conditionerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home ServicesWe can assure Ms*** 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 that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on July 23, During the service call the technician indicated that he cleaned the coil and filterUpon completion of the service the unit was blowing air out at degreesSince we have noted our response to Ms*** complaint, noting the completion of the repairs, 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 ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885757, and find that this resolution is satisfactory to me
Sincerely,
Arthur ***
September 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94564937-John Michael ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dishwasher
As clarification, our
consumers are advised at the time of sale that additional fees may be required to connect an item depending on how up to date their home is in regard to local building codes or in keeping with manufacturer's recommendationsBasic installation consists of connecting the item to an existing power/utility sourceIn fact, Mr***'s receipt clearly notes this information in detailHowever, according to our records, Mr*** was promised the $credit in question and we do appreciate his patronage; therefore, a check for this amount has been issued to his home addressThe check should arrive within 7-business daysWe apologize for any misunderstandingIn light of the aforementioned information, we have closed our file
Again, 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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
Tammie.***@searshc.com
February 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** Leslie S*** Dear Ms***
We have completed the investigation of MsS*** complaint regarding her Road Hazard warranty We spoke with MsS*** in regard to this issue and we offered to send her a check for $82.00, which she acceptedThe check should arrive within business daysAs such, we have closed our file We apologize to MsS*** 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 Tammie.S***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11093399, and find that this resolution is satisfactory to meIf for any reason the seat belt is not installed, or is defective, I will be forced to file another complaint.
Sincerely,
Melissa ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms*** We have completed the investigation of Mr*** rebuttal regarding Sears Home ServicesOn January 9, 2017, a credit in the amount of $was processed back to Mr*** *** ending in ***Typically a consumer can expect a credit to post to a credit card within 3-days That said our file remains 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 ***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his inability to receive a
television he purchased from one of our market place seller, *** Computer Inc, on sears.com As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders We would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Mr*** 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: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the television in question is not available from that seller and neither they or we are obligated to provide a comparable or better TV for a lesser price according to the Terms of Use for our siteHe has been made whole with the issuance of his refund on January 3, Accordingly, we have closed our file We apologize to MrJimenez and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** ***
August 5,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered with the refund she
received for the return of the laundry center
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe researched the case notes related to the purchase and the return of the Ms*** laundry centerAccording to our records, Ms*** purchased the laundry center on July 1, with a bank check and it was delivered on July 6, Ms*** called on July 8, and requested to return the laundry centerRegrettably, the associate that processed the return informed Ms*** that the credit for the return would be issued to the credit card number that Ms*** provided himOn July 13, Ms*** called again to check the status of the refund and a research was submittedDuring the research, it was discovered that Ms*** had initially paid with a bank check and not with the credit card she had provided for the refundWe would like to clarify that refunds are issued as the original form of payment; payment with cash or check will be issued a refund in the form of a bank checkSince Ms*** original form of payment was with a check, the refund that was issued to her credit card on July 14, was reversedWe apologize that Ms*** was not contacted regarding the credit reversal which would have prevented an overdraft issueOnce the credit was reversed, we mailed Ms*** a bank check in the amount of $1,The credit reversal did not post to Ms*** account until July 19,
On August 1, we contacted Ms*** to discuss the overdraft charges she incurred due to the credit reversalWe requested that she provide us with documentation of the overdraft charges and we would reimburse her for the feesMs*** stated that she did not want to go through all that and she disconnected the callWe also sent Ms*** an email and requested the same, but she did not respondWith 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
*** *** ***
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer
service and non- receipt of a refund for a cancelled order It is unfortunate that we failed Ms*** expectations when she recently purchased an exercise bike from our Sears StoreWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that an address correction was needed for the refund check sent to Ms*** Therefore, management of her local Sears Store spoke with her directly and offered a cash refund to her. Our records indicate that Ms*** accepted this offer and indicated that it met with her approval. Ms*** is welcome to contact *** ***, Manager for Sears Store number ***, if she has any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Ms*** 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 *** *** *** ***
Initial Business Response /* (1000, 10, 2015/07/09) */
July 9,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com Case #: ***/ Patrice ***
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 mannerPursuant to Ms***'s request, we have refunded the initial deposit back to her accountI spoke with her and she is satisfied
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 800-222-x 5415, or via email at ***
Sincerely,
Melissa Caldwell
SHIP/HI Regulatory Complaint Specialist
cc: Patrice ***
Initial Consumer Rebuttal /* (2000, 12, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I was requesting was my initial refund which they submitted to my credit I card on 7-9-Thank you for you quick response to my complaint
June 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his allegation that
his refrigerator leaked and damaged his floor
Due to the nature of Mr*** concerns, we opened a claim with *** our third-party claims adjusterWhile we understand that Mr*** states that his claim has been denied, our records indicate that the claim is still open and being researched. If Mr*** has any questions regarding his claim, he can contact *** ***, his claims examiner, at *** and reference claim number ***. As clarification, once the claimant has been assigned a claim number through *** they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon *** actions; their decision on any claim is final. In the interim, since Mr*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
March 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *
*** We have reviewed *** *** rebuttal complaint regarding his online order and request for a refund *** ***, District Manager for Unit *** provided the following response: On March 10, 2016, we responded to the Revdex.com complaint and advised that our Operations Manager *** *** had spoken with *** *** via email*** *** offered to give a $gift card for the inconvenience he experienced with this matterAdditionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponSince it is our understanding that this resolution met with *** *** approval, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her refrigerator Ms*** still has
not met the criteria for replacement; she has only had three service calls with functional parts replaced twice. As we have explained several times in our responses to the previous complaints Ms*** has filed, the MPA requires three completed service calls with functional parts repaired or replaced and then a fourth call to have the technician verify that another functional part is needed Ms*** is currently scheduled for service on September 20, 2016; however, even if the technician orders parts for her refrigerator, she has not met the criteria for replacement per the terms of her MPA, as this would only be the third time that functional parts were deemed necessary. Again, we would like to point out that it does not matter how many times a technician returns to a customer’s home under a single service order; it only counts as one repair Also, unless functional parts are repaired or replaced, the completed service order does not count towards a replacement under the MPA. The four times Ms*** states a technician has been to her home for the refrigerator were not individual repairs, as she only has three completed service orders, which is why she has not met the terms for replacement yet. Also, as the refrigerator was purchased nearly a year ago, a refund is not an option. The “Lemon Law” that Ms*** refers to does not grant refunds; it would provide for a replacement if the product in question was deemed defective or has had excessive repairs. But, since Ms***, refrigerator has only had two repairs completed, which is not excessive, we do not feel that the “Lemon Law” is applicable. In summary, since we have documented Ms*** concerns with her refrigerator and explained why we are unable to replace the refrigerator or provide a refund, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order experience and
request for a full refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events detailed in her complaintWe regret that this incident occurred and 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 we found there were some discrepancies with the delivery date from *** in addition to misinformation regarding the refundTherefore, we have processed a full refund as a onetime courtesy exceptionWe hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sue *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services First, we
would like to apologize to Ms*** for failing his expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we contacted Loretta *** with unit for assistance. Ms*** was able to move the repair to September 26, 2016, and our records show that the technician completed service that day. Additionally, Ms*** followed up with Ms*** to ensure that the repair was completed to her satisfaction. Ms*** mentioned in her complaint that she incurred food loss. Since she carries a Master Protection Agreement (MPA), Ms*** can file a claim by calling our Protection Agreement department at (***) ***-***; her agreement provides up to $in food loss reimbursement per year. Additionally, my office has processed a $check to reimburse Ms*** for the ice she purchased while her refrigerator was being repaired. The check was requested on September 27, 2016, so Ms*** should receive it in the next two weeks. With that said, since we have completed the repair to Ms***’s refrigerator and 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, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: I was promised 3.9%There is now way I would have proceeded if they would have told me the truthThere's no way I would pay 14.5% interest on anythingMrs*** said someone at the company saw where I was promised 3.9% in the paperworkNow she's lying about itThey did recaulk the window, I'll find out if it leaks when it rainsThey did give me the award pointsThey did offer me $for lying to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:The unit is only a year old and should not be failing When I purchased it sepI specificaally too the salesman I was looking of a dishwasher with garbage disposal in it since my prior unit I bought after hurricane sandy failed and didn't have it and also failed after a year The salesman assured me the unit I purchased had a garbage disposal in it, this is why I choose it So repair comes to my to fix it and tells me it does not have a garbage disposal in it and this is why these units failstuff gets caught in hose I was extremetrly upset to hear I was deceived by the sears sales representative They lie to make a sale , bait and catch is exactly what happened hereAnd I had to call on 10/for the salesman to come back since he did replace the outer skin on door but didn'tput the insulation in it(Really) great service and since he pulled the unit out of cabinet he didn't put I ack in correctly and water is not draining properly cause its wasn't put back in correctly Overall so dissatisfied with Sears overall, the purchase,salesman and several repairman that were here and do not take pride in their work Poor service So disgusted that I have to deal with our company and I know this unit will fail againthis is why I'm asking for what I thought I purchased a unit with a garage disposal in it Oh and idk possible send repair men that actually care about their work and the customer service and your salesman should be trained to be honest I want a refund or unit that I thought I was getting with a garbage disposal in it without it these units fail This is not a quality unit at al
Sincerely,
*** ***
July 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Hector L*** - # *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator
repair After receiving Mr*** complaint, we attempted to service the refrigerator. Unfortunately, the appointment for July 9, 2016, was rescheduled. Although the appointment was rescheduled to July 20, 2016, the technician was unable to proceed with the repair as service was refusedIt was relayed to our technician that Mr*** is securing an attorney and plans to pursue his issue in court. If this is not the case, Ms*** is welcome to contact Barbara *** at *** to schedule another service callIn the interim, since we have attempted to address Mr*** concerns, but may have reached an impasse due to the aforementioned constraints; we respectfully request to have this matter closed We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Tell us why here..*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611 *** *** ** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his *** refrigerator Sears has
processed the in warranty exchange of *** *** refrigeratorThe new unit has been ordered and is scheduled to be delivered to his home on Tuesday, May 24, We apologize to *** *** for the inconvenience noted in his complaintMoving forward, *** *** has my email address and office number and can contact me if he needs anything furtherSince we have noted the actions taken to ensure *** *** satisfaction, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***Regulatory Claims SpecialistSears Holdings Corporation***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: - Elizabeth *** Dear Ms***: We have not fully completed our investigation Ms***’s complaint regarding her microwave We are currently waiting
additional information from Ms*** at this timeOnce we have received the additional information we will proceed with our investigation 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 *** direct Vanessa.L.***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her window air conditioner It is unfortunate that we
failed Ms*** expectations when she called Sears for service on her window air conditionerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home ServicesWe can assure Ms*** 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 that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on July 23, During the service call the technician indicated that he cleaned the coil and filterUpon completion of the service the unit was blowing air out at degreesSince we have noted our response to Ms*** complaint, noting the completion of the repairs, 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 ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885757, and find that this resolution is satisfactory to me
Sincerely,
Arthur ***
September 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94564937-John Michael ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dishwasher
As clarification, our
consumers are advised at the time of sale that additional fees may be required to connect an item depending on how up to date their home is in regard to local building codes or in keeping with manufacturer's recommendationsBasic installation consists of connecting the item to an existing power/utility sourceIn fact, Mr***'s receipt clearly notes this information in detailHowever, according to our records, Mr*** was promised the $credit in question and we do appreciate his patronage; therefore, a check for this amount has been issued to his home addressThe check should arrive within 7-business daysWe apologize for any misunderstandingIn light of the aforementioned information, we have closed our file
Again, 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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
Tammie.***@searshc.com
February 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** Leslie S*** Dear Ms***
We have completed the investigation of MsS*** complaint regarding her Road Hazard warranty We spoke with MsS*** in regard to this issue and we offered to send her a check for $82.00, which she acceptedThe check should arrive within business daysAs such, we have closed our file We apologize to MsS*** 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 Tammie.S***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11093399, and find that this resolution is satisfactory to meIf for any reason the seat belt is not installed, or is defective, I will be forced to file another complaint.
Sincerely,
Melissa ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms*** We have completed the investigation of Mr*** rebuttal regarding Sears Home ServicesOn January 9, 2017, a credit in the amount of $was processed back to Mr*** *** ending in ***Typically a consumer can expect a credit to post to a credit card within 3-days That said our file remains 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 ***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his inability to receive a
television he purchased from one of our market place seller, *** Computer Inc, on sears.com As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders We would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Mr*** 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: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the television in question is not available from that seller and neither they or we are obligated to provide a comparable or better TV for a lesser price according to the Terms of Use for our siteHe has been made whole with the issuance of his refund on January 3, Accordingly, we have closed our file We apologize to MrJimenez and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** ***
August 5,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered with the refund she
received for the return of the laundry center
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe researched the case notes related to the purchase and the return of the Ms*** laundry centerAccording to our records, Ms*** purchased the laundry center on July 1, with a bank check and it was delivered on July 6, Ms*** called on July 8, and requested to return the laundry centerRegrettably, the associate that processed the return informed Ms*** that the credit for the return would be issued to the credit card number that Ms*** provided himOn July 13, Ms*** called again to check the status of the refund and a research was submittedDuring the research, it was discovered that Ms*** had initially paid with a bank check and not with the credit card she had provided for the refundWe would like to clarify that refunds are issued as the original form of payment; payment with cash or check will be issued a refund in the form of a bank checkSince Ms*** original form of payment was with a check, the refund that was issued to her credit card on July 14, was reversedWe apologize that Ms*** was not contacted regarding the credit reversal which would have prevented an overdraft issueOnce the credit was reversed, we mailed Ms*** a bank check in the amount of $1,The credit reversal did not post to Ms*** account until July 19,
On August 1, we contacted Ms*** to discuss the overdraft charges she incurred due to the credit reversalWe requested that she provide us with documentation of the overdraft charges and we would reimburse her for the feesMs*** stated that she did not want to go through all that and she disconnected the callWe also sent Ms*** an email and requested the same, but she did not respondWith 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
*** *** ***
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer
service and non- receipt of a refund for a cancelled order It is unfortunate that we failed Ms*** expectations when she recently purchased an exercise bike from our Sears StoreWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that an address correction was needed for the refund check sent to Ms*** Therefore, management of her local Sears Store spoke with her directly and offered a cash refund to her. Our records indicate that Ms*** accepted this offer and indicated that it met with her approval. Ms*** is welcome to contact *** ***, Manager for Sears Store number ***, if she has any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Ms*** 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 *** *** *** ***
Initial Business Response /* (1000, 10, 2015/07/09) */
July 9,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com Case #: ***/ Patrice ***
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 mannerPursuant to Ms***'s request, we have refunded the initial deposit back to her accountI spoke with her and she is satisfied
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 800-222-x 5415, or via email at ***
Sincerely,
Melissa Caldwell
SHIP/HI Regulatory Complaint Specialist
cc: Patrice ***
Initial Consumer Rebuttal /* (2000, 12, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I was requesting was my initial refund which they submitted to my credit I card on 7-9-Thank you for you quick response to my complaint
June 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his allegation that
his refrigerator leaked and damaged his floor
Due to the nature of Mr*** concerns, we opened a claim with *** our third-party claims adjusterWhile we understand that Mr*** states that his claim has been denied, our records indicate that the claim is still open and being researched. If Mr*** has any questions regarding his claim, he can contact *** ***, his claims examiner, at *** and reference claim number ***. As clarification, once the claimant has been assigned a claim number through *** they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon *** actions; their decision on any claim is final. In the interim, since Mr*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
March 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *
*** We have reviewed *** *** rebuttal complaint regarding his online order and request for a refund *** ***, District Manager for Unit *** provided the following response: On March 10, 2016, we responded to the Revdex.com complaint and advised that our Operations Manager *** *** had spoken with *** *** via email*** *** offered to give a $gift card for the inconvenience he experienced with this matterAdditionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponSince it is our understanding that this resolution met with *** *** approval, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her refrigerator Ms*** still has
not met the criteria for replacement; she has only had three service calls with functional parts replaced twice. As we have explained several times in our responses to the previous complaints Ms*** has filed, the MPA requires three completed service calls with functional parts repaired or replaced and then a fourth call to have the technician verify that another functional part is needed Ms*** is currently scheduled for service on September 20, 2016; however, even if the technician orders parts for her refrigerator, she has not met the criteria for replacement per the terms of her MPA, as this would only be the third time that functional parts were deemed necessary. Again, we would like to point out that it does not matter how many times a technician returns to a customer’s home under a single service order; it only counts as one repair Also, unless functional parts are repaired or replaced, the completed service order does not count towards a replacement under the MPA. The four times Ms*** states a technician has been to her home for the refrigerator were not individual repairs, as she only has three completed service orders, which is why she has not met the terms for replacement yet. Also, as the refrigerator was purchased nearly a year ago, a refund is not an option. The “Lemon Law” that Ms*** refers to does not grant refunds; it would provide for a replacement if the product in question was deemed defective or has had excessive repairs. But, since Ms***, refrigerator has only had two repairs completed, which is not excessive, we do not feel that the “Lemon Law” is applicable. In summary, since we have documented Ms*** concerns with her refrigerator and explained why we are unable to replace the refrigerator or provide a refund, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist