August 1, *** *** 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 full refund of the order that was never delivered 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 averted. After researching the notes in her order, we forwarded this matter to Sears’ Detail Control CenterDCC confirmed that a refund had not been processed by Sears OnlineTherefore, we processed a full refund today August 1, Accordingly, a check of $was processed under return receipt number *** and a check of $was processed under return receipt number *** The checks will arrive in the mail within to business daysAdditionally, 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 upon, but we would understand if this is not possibleIn 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
August 27,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste***
Chicago, IL
Our File No: 1870***
Revdex.com File No: 94*** / James ***
Via: 1st Class US Postage
Via: Revdex.com Website
Dear Ms***,
I have been in correspondence with the
***s to address their HVAC concernsI have reviewed the invoice charges that the ***s provided for my review in regards to the furnace repairs they had to have completed by an alternate companyI sent a reimbursement offer letter to the ***s for the furnace repairs charges, which was accepted and signed on 8/25/I have processed a reimbursement check for the ***s and mailed it out on 8/26/
I am currently waiting for the results from the Byram Township's inspection that was completed on 8/25/to verify if the installation is to codeOnce I have received the confirmation I will be sure to update you as necessary
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-*** extension 5566, or via email at Amanda.***@searshomepro.com
Sincerely,
Amanda ***
SHIP/HI Regulatory Complaint Specialist
cc: James ***
Contact Name and Title: MELISSA ***
August 27,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Lisa *** - #
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding the availability of
service for her dishwasher
First, we would like to apologize to Ms*** for any inconvenience she may have experienced while scheduling service for her dishwasherAs clarification, our system displays available appointments based upon whether the call is classified as being "duress" or "non-duress"We try to expedite service whenever possible if there is an immediate danger of food loss, medication loss or potential property damage; however, our availability is still limitedSince a large portion of our calls are "duress", we must schedule repairs on a first come, first serve basisUnfortunately, when Ms*** called to schedule service for her dishwasher, the first available appointment was nearly three weeks outWe understand that Ms*** found this unacceptable, and she has our assurance that we are actively trying to remedy our customer service shortcomingsMore technicians are being hired every day and we are confident that this influx will alleviate the current scheduling backlog and provide more opportunity for sooner service
Upon researching Ms***'s concerns, we found that Ms*** canceled the repair appointment and contacted the store of purchase for further assistanceOur records show that the Sears Hometown store in Somerset, PA agreed to exchange Ms***'s dishwasher and processed the transaction on August 25, With that said, since Ms***'s concerns have been documented and an equitable resolution has been provided for her, 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
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * Sharon K** Dear *** *** We have completed our investigation of MsK*** complaint regarding her refrigerator After reviewing the service history and
discussing the issue with MrK**, we authorized them for a replacement of the refrigerator under the terms of the Master Protection Agreement (MPA) for customer satisfaction reasonsThey have been provided with the necessary information to select a new refrigerator, and have my direct contact information in the event they require further assistanceAt this time, since it was our understanding that this resolution met with MsK*** approval, we have closed our file We apologize to MsK** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***
Complaint: ***
I am rejecting this response because: If it is on the sears web site even if it is a third party vendor sears should take full responsibility or discontinue using the third party vendorAs one famous US president said." The BUCK STOPS HERE." All I can say is that Sears will not be getting anymore of my business in the futureI have worked in retail myself in the past and was always taught that the customer is always rightThis included AAFES which is an American Business serving the Military community
Sincerely,
Alec ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the food she lost because she did not
realize that the refrigerator was not plugged back inWhile food loss in general is not covered unless a consumer has a contract that provides this benefit, if there is something we did in the course of a repair that leads to food loss or other damages then this would normally lead to a damage claim being openedWe apologize that this did not happen for Ms*** At this late date if we were to open a claim we feel that she might have a hard time providing any required documentation of actual items lost and the cost of each oneTherefore, as a courtesy we are willing to refund $of her repair fees insteadTo that end, we need Ms*** full *** card number ending in *** so that we can credit her account $She is welcome to email me at *** or call me at *** to provide the information so that a credit can be processedIn the interim, since we are willing to provide Ms*** with a refund equal to the amount she was seeking for food loss and are only awaiting her contact, we have closed our fileWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct Line: *** Email: ***
April 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #***-*** A*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding a Why Not Lease It (WNLI) agreement
Each step of the WNLI process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Mr*** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX.” WNLI has confirmed that Mr*** was also provided with a copy of this agreement via emailWe want to make it clear that WNLI is a separate entity and Mr*** agreement is with themWe cannot interfere; he will need to contact WNLI with any further questions regarding his leaseThat said, we spoke with WNLI and they indicated that Mr*** had setup a buyout of his lease as of April 10, Should Mr*** have any other questions, he would need to contact WNLIIn light of the aforementioned information, we respectfully ask that this matter be considered closed. 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 ***.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that Sears continues to dismiss the core of the matter, and simply feels it can just rescheduleIn fact to my shock on 5/a plumber from Sears pulled in driveway unscheduled by me and indicated he had an appointmentIn addition I was contacted on 5/and asked if parts had arrived? It is clear they have no idea what is going onI will accept this matter as closed not because Sears corrected or even addressed the issue, but rather because it's not worth the time and energy, when their competitors are happy to provide superior customer service.
Sincerely,
*** ***
Contact Name and Title: MELISSA ***
September 30,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Ronald *** - #
Dear Ms***:
We have completed our investigation Mr***' rebuttal to our previous response
Upon researching Mr***' follconcerns, we found that our Accounting Department processed the check on September 21, Below is a copy of the notation made in Mr***' service order confirming that the refund has been processed:
PS/REFUND CK ISSUED 9/21/15$192.58T#*** NSC PCC ***
Even though our office submitted the check request on September 15, 2015, it was not actually issued until six days laterTherefore, Mr*** can expect the check within two weeks of the issue date; no later than October 5, If Mr*** does not receive the check by then, he is welcome to reopen his complaintIn the interim, since we have confirmed that the check has been processed, we ask that this matter be closed
Again, we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:I accept the $gift card only because I have no other option reallyI have been without use of this vacuum for almost a year and Penny stated that she can not promise that the part I need that is on order will ever be availableDespite this being a one year old $vacuum that will most likely have to be thrown out because I don't expect to ever get this part, I'll accept the $as it's better than nothing
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
I was told I would have the Sears gift card in 7-daysPlease leave this open until I receive itI have gotten many promises over the last months and not one has been keptSo please keep this open until I receive the moneyI appreciate it and appreciate that through the Revdex.com I was at least able to get something back
Sincerely,
Ken T***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kendall *** Dear Ms*** We have completed our investigation of Mr*** complaint We would first like to point out that HomeSure of
America, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr*** contract Per CCHS a claims credit check in the amount of $was sent to him on November 28, If he is still in need of assistance he can contact his case manager at CCHS, Altina ***Her direct number is 800-327-extension ***Since it is our understanding that this resolution was acceptable to Mr*** we have closed our case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
Initial Business Response /* (1000, 7, 2015/06/20) */
June
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - Robin ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her
dissatisfaction of her purchased mattress set
After reviewing Ms***'s complaint and our records, we would first like to apologize that her purchased mattress set failed to meet her expectationsOur records show that an exchange was processed for Ms***; however the newly selected mattress was the same item numberUnfortunately our records also show that Ms*** canceled her order and a piwas processed on June
It is our hope that Ms*** will allow us another opportunity in the future to provide her the customer service Sears' has built their reputation on but understand if this is not possibleAt this time, since we were able to determine that Ms*** canceled her order and has been credited accordingly, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct ***
Initial Consumer Rebuttal /* (2000, 9, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although it took far too many calls and email messages, in addition to the Revdex.com complaint, Sears did finally resolve this complaint by picking up the merchandise and issuing a refundThe refund resulted in a credit balance on my newly issued Sears Citi MasterCard, but I have been assured that the account has been closed and a refund check will be mailed to meUltimately, it appears that the floor models Serta provides to Sears to display in its stores are nothing like the merchandise Serta then supplies to be delivered to customersIn that respect, the fault lies with Serta, although Sears bears some responsibility for what it chooses to sell to its customersIf enough of its customers complain, perhaps Sears will discontinue selling the brand
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,
*** ***
February 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the
availability of service for her refrigerator First we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorWhile we try to schedule service as soon as possible, the repairs are scheduled on a first come, first served basis; unfortunately, the next available appointment was five days out Our records show that we were able to move the appointment up one day to January 31, 2017, and the technician was able to repair her refrigerator that same dayWe do not take these matters lightly and we appreciate Ms*** valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Additionally, if Ms*** incurred any food loss, she can contact our Protection Agreement department at (*** *** to file a food loss claim under her Master Protection agreement. However, we do not feel that any further compensation is warranted, as the repair was completed within four days of us becoming aware of her service needsWith that said, since we have documented Ms*** concerns and we have completed the repair to her refrigerator, we ask to have this matter closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
April 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order
experience and request for a refund We would first like to apologize for any inconvenience *** *** experienced with her orderWe can understand her frustration with the series of events detailed 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 reaching out to the local store and Sears Online we found that the order was last left at the post officeTherefore, we have processed a full refund today April 15, 2016, of $back to her *** account ending in *** *** *** can expect to see the credit post to her account within to business daysAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** ***’ 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
(The consumer indicated he/she ACCEPTED the response from the business.)
I do think this courtesy is fairI cannot ask for more than what I paid for this itemI do want to say that I did trust Sears in believing the earrings were real diamonds so why would I have had them checkedIt was a coincidence that my jeweler *** Jewelers looked at the earringsI wanted a pair to match as best as possible so Abe, the jeweler had to look at them and discovered they were not diamonds
I do thank all parties for the help and courtesy in this matter
Sincerely,
MrsJudith ***
February 16,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered with receiving
his refund for the return of a vacuum
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe reached out to *** *** Assistant Store Manager for Store ***, to assist with his complaintOn February 14, Mr*** confirmed that he contacted Mr*** and that the issue has been resolved; the refund has been issuedWe apologize that the return was mistakenly processed as an exchange; therefore our system did not automatically issue the refundWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
December 4,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** *** *** *** Dear *** ***We have
completed the investigation of *** *** complaint regarding his recent purchase
Store Manager ***
*** provided the following response:I have spoken
with *** *** and Assistant Manager *** regarding this situationUpon review,
I found that the matter could have been handled in a much different fashion and
I will be having a discussion with ***I have also offered to provide *** *** with a $gift card, which he acceptedWe want to sincerely apologize
to *** *** for this issue and should he have any further questions or
concerns, I (***) may be reached during business hours at *** *** That said, *** *** indicated that this resolution met with his
approval; therefore, we respectfully ask that this matter be considered closed
We 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
Complaint Specialist Sears Holdings
Corporation
December 29, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have not fully completed our investigation of Ms*** complaint regarding her
recent online experience We apologize for the delay in responding to this complaintWe forwarded this matter to Sears Shop Your Way Rewards to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact the unit directly at *** We apologize again 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
August 1, *** *** 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 full refund of the order that was never delivered 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 averted. After researching the notes in her order, we forwarded this matter to Sears’ Detail Control CenterDCC confirmed that a refund had not been processed by Sears OnlineTherefore, we processed a full refund today August 1, Accordingly, a check of $was processed under return receipt number *** and a check of $was processed under return receipt number *** The checks will arrive in the mail within to business daysAdditionally, 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 upon, but we would understand if this is not possibleIn 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
August 27,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste***
Chicago, IL
Our File No: 1870***
Revdex.com File No: 94*** / James ***
Via: 1st Class US Postage
Via: Revdex.com Website
Dear Ms***,
I have been in correspondence with the
***s to address their HVAC concernsI have reviewed the invoice charges that the ***s provided for my review in regards to the furnace repairs they had to have completed by an alternate companyI sent a reimbursement offer letter to the ***s for the furnace repairs charges, which was accepted and signed on 8/25/I have processed a reimbursement check for the ***s and mailed it out on 8/26/
I am currently waiting for the results from the Byram Township's inspection that was completed on 8/25/to verify if the installation is to codeOnce I have received the confirmation I will be sure to update you as necessary
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-*** extension 5566, or via email at Amanda.***@searshomepro.com
Sincerely,
Amanda ***
SHIP/HI Regulatory Complaint Specialist
cc: James ***
Contact Name and Title: MELISSA ***
August 27,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Lisa *** - #
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding the availability of
service for her dishwasher
First, we would like to apologize to Ms*** for any inconvenience she may have experienced while scheduling service for her dishwasherAs clarification, our system displays available appointments based upon whether the call is classified as being "duress" or "non-duress"We try to expedite service whenever possible if there is an immediate danger of food loss, medication loss or potential property damage; however, our availability is still limitedSince a large portion of our calls are "duress", we must schedule repairs on a first come, first serve basisUnfortunately, when Ms*** called to schedule service for her dishwasher, the first available appointment was nearly three weeks outWe understand that Ms*** found this unacceptable, and she has our assurance that we are actively trying to remedy our customer service shortcomingsMore technicians are being hired every day and we are confident that this influx will alleviate the current scheduling backlog and provide more opportunity for sooner service
Upon researching Ms***'s concerns, we found that Ms*** canceled the repair appointment and contacted the store of purchase for further assistanceOur records show that the Sears Hometown store in Somerset, PA agreed to exchange Ms***'s dishwasher and processed the transaction on August 25, With that said, since Ms***'s concerns have been documented and an equitable resolution has been provided for her, 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
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * Sharon K** Dear *** *** We have completed our investigation of MsK*** complaint regarding her refrigerator After reviewing the service history and
discussing the issue with MrK**, we authorized them for a replacement of the refrigerator under the terms of the Master Protection Agreement (MPA) for customer satisfaction reasonsThey have been provided with the necessary information to select a new refrigerator, and have my direct contact information in the event they require further assistanceAt this time, since it was our understanding that this resolution met with MsK*** approval, we have closed our file We apologize to MsK** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***
Complaint: ***
I am rejecting this response because: If it is on the sears web site even if it is a third party vendor sears should take full responsibility or discontinue using the third party vendorAs one famous US president said." The BUCK STOPS HERE." All I can say is that Sears will not be getting anymore of my business in the futureI have worked in retail myself in the past and was always taught that the customer is always rightThis included AAFES which is an American Business serving the Military community
Sincerely,
Alec ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the food she lost because she did not
realize that the refrigerator was not plugged back inWhile food loss in general is not covered unless a consumer has a contract that provides this benefit, if there is something we did in the course of a repair that leads to food loss or other damages then this would normally lead to a damage claim being openedWe apologize that this did not happen for Ms*** At this late date if we were to open a claim we feel that she might have a hard time providing any required documentation of actual items lost and the cost of each oneTherefore, as a courtesy we are willing to refund $of her repair fees insteadTo that end, we need Ms*** full *** card number ending in *** so that we can credit her account $She is welcome to email me at *** or call me at *** to provide the information so that a credit can be processedIn the interim, since we are willing to provide Ms*** with a refund equal to the amount she was seeking for food loss and are only awaiting her contact, we have closed our fileWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct Line: *** Email: ***
April 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #***-*** A*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding a Why Not Lease It (WNLI) agreement
Each step of the WNLI process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Mr*** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX.” WNLI has confirmed that Mr*** was also provided with a copy of this agreement via emailWe want to make it clear that WNLI is a separate entity and Mr*** agreement is with themWe cannot interfere; he will need to contact WNLI with any further questions regarding his leaseThat said, we spoke with WNLI and they indicated that Mr*** had setup a buyout of his lease as of April 10, Should Mr*** have any other questions, he would need to contact WNLIIn light of the aforementioned information, we respectfully ask that this matter be considered closed. 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 ***.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that Sears continues to dismiss the core of the matter, and simply feels it can just rescheduleIn fact to my shock on 5/a plumber from Sears pulled in driveway unscheduled by me and indicated he had an appointmentIn addition I was contacted on 5/and asked if parts had arrived? It is clear they have no idea what is going onI will accept this matter as closed not because Sears corrected or even addressed the issue, but rather because it's not worth the time and energy, when their competitors are happy to provide superior customer service.
Sincerely,
*** ***
Contact Name and Title: MELISSA ***
September 30,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Ronald *** - #
Dear Ms***:
We have completed our investigation Mr***' rebuttal to our previous response
Upon researching Mr***' follconcerns, we found that our Accounting Department processed the check on September 21, Below is a copy of the notation made in Mr***' service order confirming that the refund has been processed:
PS/REFUND CK ISSUED 9/21/15$192.58T#*** NSC PCC ***
Even though our office submitted the check request on September 15, 2015, it was not actually issued until six days laterTherefore, Mr*** can expect the check within two weeks of the issue date; no later than October 5, If Mr*** does not receive the check by then, he is welcome to reopen his complaintIn the interim, since we have confirmed that the check has been processed, we ask that this matter be closed
Again, we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:I accept the $gift card only because I have no other option reallyI have been without use of this vacuum for almost a year and Penny stated that she can not promise that the part I need that is on order will ever be availableDespite this being a one year old $vacuum that will most likely have to be thrown out because I don't expect to ever get this part, I'll accept the $as it's better than nothing
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
I was told I would have the Sears gift card in 7-daysPlease leave this open until I receive itI have gotten many promises over the last months and not one has been keptSo please keep this open until I receive the moneyI appreciate it and appreciate that through the Revdex.com I was at least able to get something back
Sincerely,
Ken T***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kendall *** Dear Ms*** We have completed our investigation of Mr*** complaint We would first like to point out that HomeSure of
America, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr*** contract Per CCHS a claims credit check in the amount of $was sent to him on November 28, If he is still in need of assistance he can contact his case manager at CCHS, Altina ***Her direct number is 800-327-extension ***Since it is our understanding that this resolution was acceptable to Mr*** we have closed our case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
Initial Business Response /* (1000, 7, 2015/06/20) */
June
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - Robin ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her
dissatisfaction of her purchased mattress set
After reviewing Ms***'s complaint and our records, we would first like to apologize that her purchased mattress set failed to meet her expectationsOur records show that an exchange was processed for Ms***; however the newly selected mattress was the same item numberUnfortunately our records also show that Ms*** canceled her order and a piwas processed on June
It is our hope that Ms*** will allow us another opportunity in the future to provide her the customer service Sears' has built their reputation on but understand if this is not possibleAt this time, since we were able to determine that Ms*** canceled her order and has been credited accordingly, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct ***
Initial Consumer Rebuttal /* (2000, 9, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although it took far too many calls and email messages, in addition to the Revdex.com complaint, Sears did finally resolve this complaint by picking up the merchandise and issuing a refundThe refund resulted in a credit balance on my newly issued Sears Citi MasterCard, but I have been assured that the account has been closed and a refund check will be mailed to meUltimately, it appears that the floor models Serta provides to Sears to display in its stores are nothing like the merchandise Serta then supplies to be delivered to customersIn that respect, the fault lies with Serta, although Sears bears some responsibility for what it chooses to sell to its customersIf enough of its customers complain, perhaps Sears will discontinue selling the brand
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,
*** ***
February 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the
availability of service for her refrigerator First we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorWhile we try to schedule service as soon as possible, the repairs are scheduled on a first come, first served basis; unfortunately, the next available appointment was five days out Our records show that we were able to move the appointment up one day to January 31, 2017, and the technician was able to repair her refrigerator that same dayWe do not take these matters lightly and we appreciate Ms*** valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Additionally, if Ms*** incurred any food loss, she can contact our Protection Agreement department at (*** *** to file a food loss claim under her Master Protection agreement. However, we do not feel that any further compensation is warranted, as the repair was completed within four days of us becoming aware of her service needsWith that said, since we have documented Ms*** concerns and we have completed the repair to her refrigerator, we ask to have this matter closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
April 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order
experience and request for a refund We would first like to apologize for any inconvenience *** *** experienced with her orderWe can understand her frustration with the series of events detailed 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 reaching out to the local store and Sears Online we found that the order was last left at the post officeTherefore, we have processed a full refund today April 15, 2016, of $back to her *** account ending in *** *** *** can expect to see the credit post to her account within to business daysAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** ***’ 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
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the handle
Thank you
Peggy ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I do think this courtesy is fairI cannot ask for more than what I paid for this itemI do want to say that I did trust Sears in believing the earrings were real diamonds so why would I have had them checkedIt was a coincidence that my jeweler *** Jewelers looked at the earringsI wanted a pair to match as best as possible so Abe, the jeweler had to look at them and discovered they were not diamonds
I do thank all parties for the help and courtesy in this matter
Sincerely,
MrsJudith ***
February 16,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered with receiving
his refund for the return of a vacuum
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe reached out to *** *** Assistant Store Manager for Store ***, to assist with his complaintOn February 14, Mr*** confirmed that he contacted Mr*** and that the issue has been resolved; the refund has been issuedWe apologize that the return was mistakenly processed as an exchange; therefore our system did not automatically issue the refundWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
December 4,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** *** *** *** Dear *** ***We have
completed the investigation of *** *** complaint regarding his recent purchase
Store Manager ***
*** provided the following response:I have spoken
with *** *** and Assistant Manager *** regarding this situationUpon review,
I found that the matter could have been handled in a much different fashion and
I will be having a discussion with ***I have also offered to provide *** *** with a $gift card, which he acceptedWe want to sincerely apologize
to *** *** for this issue and should he have any further questions or
concerns, I (***) may be reached during business hours at *** *** That said, *** *** indicated that this resolution met with his
approval; therefore, we respectfully ask that this matter be considered closed
We 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
Complaint Specialist Sears Holdings
Corporation
December 29, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have not fully completed our investigation of Ms*** complaint regarding her
recent online experience We apologize for the delay in responding to this complaintWe forwarded this matter to Sears Shop Your Way Rewards to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact the unit directly at *** We apologize again 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