January 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** *** ***
Dear Ms***
We have completed the investigation of the *** rebuttal to our response regarding their allegation that the installation contractor installed the incorrect bottom trim kit during the installation of their oven and damaged the cabinets
Upon receipt of Ms***’s rebuttal we reached out to the installation contractor regarding the damage claim that was filed on December 21, 2016; claim *** The contractor confirmed that they, as well as, their carpenter have made multiple attempts to contact Ms***, but they have not been able to make contactOn December 30, the installation contractor made contact with Ms*** and she stated that she does not pick up the phone unless she recognizes the numberShe was informed that the carpenter was trying to reach her, and she requested that he call her and leave his phone numberThat same day we made contact with Ms*** and she stated that she already had her own handyman repair the cabinets and she was tired of waitingWe explained that the damage claim was just filed the previous weekShe stated that she was tired of dealing with the whole process and took it upon herself to pay for the repair without providing estimates to the installation contractorMs*** stated that she was charged $We informed Ms*** that the installation contractor already had a carpenter set up to perform the work and it is possible that they may not approve the amountShe stated that she understood and she would work with the contractor in regards to the damage claimWith that being said, since we have addressed the issue brought forth in Ms***’s complaint, we have closed our file
We apologize to the ***s 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 14,
Nita *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that he has not received the
refund from Kmart for separate returns
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy states, “Where appropriate, refunds will be issued in the same form as the original method of payment.” Upon receipt of Mr*** complaint we reviewed his Shop Your Way Rewards (SYWR) account and discovered that his initial purchases of the bath towels, the men’s shaver and the LED pocket light, were purchased using reward points that he has accumulated and also surprise points; surprise points are not refunded on returnsTherefore, the refund for his returns were issued in the same form of payment
Our records indicate that on November 12, Mr*** was refunded 4,reward points ($4.85) on Kmart return receipt for the return of a LED pocket lightOn November 22, Mr*** was refunded 8,reward points ($8.99) on Kmart return receipt #for the return of a men’s shaverOn November 24, Mr*** was refunded 2,reward points ($2.96) on Kmart receipt for the return of bath towel and wash clothes on November 24, We would like to note that Mr*** had used 9,($9.00) surprise reward points on the purchase of the towelsAs previously stated, surprise points are non-refundable on returnsWith 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,
Matilda *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com
July 11,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her recent visit to
one of our auto centers.
Upon receiving Ms*** complaint, we escalated her concerns to *** *** Assistant Auto Center Manager of store# *** who states the following:
Ms*** boyfriend came in to our auto center around 10:00am to drop off a Ford Taurus for a master cylinder. The part came in around 11:00am. The new part had a different size fitting so I spoke with the customer and told him that the wrong part had come in and that I needed to order one which should be here in about half an hour to which he replied that was fine. The new part came in about an hour later and had the same size fittings as the previously ordered one. I tried to track another new master cylinder but none of the vendors had it available so I spoke with the technician about custom making a brake line with a new fitting in order to accommodate the bigger outlet. He said it could be done so then I spoke with Ms*** boyfriend who was waiting for the car letting him know that the second part that was ordered was the same as the first and that we would have to custom make a line in order to make it fit properly. He said okay, so I told the technician to go ahead and make a custom brake line to fix the issue. Ms*** then called to ask why it was taking so long. I explained the issue and told her that she would not be charged for having to make a customer made brake line and that her vehicle should be finished soon. Ms*** stated this was fine. That being said, because we have addressed Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
August 30, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: George *** *** - # *** Dear Ms***: We have completed the investigation of Mr***’s rebuttal to our previous response Our records show that Mr*** was provided with a maintenance check on his dryer. There is no detailed receipt to be provided; however, we have included a screen shot of the service order showing what was done, a copy of the job code screen, and a copy of the monetary screen Customer : *** *** Mdse code: *** Service order # : *** Technician ID : *** Call date : 08/17/ Call code : 30 Description : CC COMPLETE - ONSITE Arrival time : 11:29 End time : 11: Reschedule date : Reschedule from : Reschedule to : Product reading : Technician's : NOTES: PM CHECK comments : --------------------------------------------------------------------------------...⇄ Customer : *** *** Mdse code: *** Service order # : *** Job Code Job Code Description Call Date Price Code Rel 95102U PM Add On, Tech (CC only) 17 42.50 CC R --------------------------------------------------------------------------------...⇄ Customer : *** *** Coverage : CC Customer Charge Service order # : *** Parts Service Additional info Ref No: ------------------- Subtotal 0.00 42.50 Prepaid : Disc 57 (% ) 0.00 0.00 Adjustment : Coupon (% ) 0.00 Associate (% ) 0.00 Net 0.00 42.50 Allowance: Tax 0.00 3.51 Tax Exempt # Pre-paid amount Grand total 0.00 46.01 Total Payment VI Acct XXXXXXXXXXXX*** Exp Auth 07848C Amount Payment Acct Exp Auth Amount There is no further information we can provide in addition to the sales receipt he was previously sent. With that said, we have closed our file Again, appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** - George *** Dear Ms***: We have not fully completed our investigation of Mr*** ‘complaint regarding the service for his tractor We are currently waiting information from the service unit regarding the service for Mr*** lawn tractor 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
July 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of MsP*** complaint regarding Sears Home Services First, we would
like to apologize to MsP*** for failing her expectations when she contacted Sears Home Services to repair her washerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused MsP*** After reviewing MsP***’s complaint and the notes in our service system, we contacted the National Claims Center to request that the outstanding bill of $be cleared from our system as a courtesyCOE Operations Supervisor C*** *** responded on July 17, 2017, that the invoice was removed from our billing system; MsP*** should not receive any bills dated after July 17th. This letter will serve as MsP***’s documentation that she does not owe Sears Home Services $($plus interest) for the service call completed on February 3, 2017, under service order *** Furthermore, we would like to assure MsP*** that since we handle these billing issues in house, we do not notify any credit agencies, therefore, MsP***’s rating would not be negatively affected by this collection attemptWith that said, since we have zeroed out MsP***’s invoice, we ask that this matter be closed Again, we apologize to MsP*** and we appreciate the opportunity to address this matter Sincerely, M*** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is my only option, the reason they were not able to find the product is most likely because the Web page error had been corrected, but we had proof of thisI fully understand that there are time with Web pages at vendors sites, but it seem to quite common at Sears. The reason I logged the complaint is because this has happen to me multiple times, and the response from Sears, has already been less then customer friendly.For years I have always thought highly of Sears, but my opinion is has drastically changed, not just because I did not get the product for the price advertized, but there over all attitude towards to the customer to at least offer some type of resolution to make both parties happyThey have a black and white, text book type responses.My only solution is cease ever shopping at Sears again, as there are too many options with better customer service, willing to take the extra effort to retain customers
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Michele S***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - *** A *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding her washer We had a senior service technician replace
the lid lock and according to Ms*** on May 12, the washer is working fineWe understand that the ***’s are experiencing some shacking from the washer but it is our understanding that the washer is located in a mobile home and not on a solid concrete foundationIt is important to note that a standard top loading washer can typically spin up to RPMs while in useIf the washer is located on a second floor or a mobile home the energy developed by these speeds will be felt more than if the washer is located on a solid foundationSince it is our understanding that the washer is working as designed and we have explained why the ***’s are experiencing the vibration from the washer we have closed our case We apologize to the ***’s 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, *** L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.L.***@searshc.com
July 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services First, we would
like to apologize to Mr*** for failing his expectations in regard to the repair of his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr***. According to our records, the technician was running late on July 6, 2016, and unfortunately, could not reach Mr***; therefore, the call was rescheduled Upon receiving Mr*** complaint on July 7, 2016, we contacted *** *** with *** for assistance Ms*** immediately contacted our Routing department to confirm that Mr*** was on the route for July 8, 2016. On the day of service, a Sears technician arrived at Mr*** home around 4:30pm and examined the washer. He found that the water inlet filter was clogged with water softener resin. He was able to clear the blockage and complete the repair With that said, since we have documented Mr*** concerns with the repair process and completed the service to his washer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Barbara W***
Complaint: ***
I am rejecting this response because: Response does not resolve the matter in either of the ways that I indicated in my complaint as acceptable
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Andrew W***
Complaint: ***
I am rejecting this response because:My *** has been Paid In full. I WILL NOT be using this at anytime. I would like the FULL refund sent to my home via a check. I do not want a credit put on a card I have no Intentions of using. Additionally, I think the amount of you noted is incorrect As I was charge over dollars
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Rich C***
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,
Gary ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer service and the
multiple repairs for his freezer We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have confirmed with Mr*** that his freezer was not able to be fixed and processed a $sales adjustment when he purchased his new freezer Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 8, 2015/04/25) */
Contact Name and Title: ***
Contact Phone: ***
April 25,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding her purchase of a riding mower and her non-receipt of a refund
After researching this matter, we confirmed that the merchandise was returned to the warehouseSince the *** store location closed in December of 2014, we had to reach out to Sears Retail Services for assistanceFortunately, we were able to have the next closest store location process a full refund of $for the orderWe apologize for any inconvenience and can assure that *** concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future she will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould *** have any questions or concerns regarding her refund, she may contact me via email at *** In the interim, we respectfully ask to have this matter closed, pending the receipt of her refund
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
Initial Consumer Rebuttal /* (3000, 15, 2015/05/12) */
I still have not received my money from Sears
Final Business Response /* (4000, 17, 2015/05/13) */
May 13,
***
***
***
***
***
***
We have completed reviewed *** rebuttal complaint regarding her non-receipt of a refund
We forwarded this matter to Sears' Detail Control Center to researcher further*** with the DCC team issued a credit of $back to *** *** account ending in *** today May 13, For *** records the refund sales receipt number *** *** credit should reflect in her account within three to five business daysShould *** have any further questions or concerns regarding her refund, she may contact us via email at *** In the interim, since *** should be receiving her credit shortly, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
Final Consumer Response /* (2000, 19, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The money was refunded, and I would like to thank the Revdex.com for their help getting the refund after I spent almost a year tryingThank You!
June 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint regarding his dissatisfaction with customer service he
received when he attempted to have a warranty alignment performed on his vehicle
We apologize for the delay in responding to this complaintWe contacted Mr*** and he confirmed that the warranty alignment was not performed when he returned to the auto centerMr*** stated that when he called to report the alignment issue he was asked to return around pm and they would work on the alignmentMr*** stated that he made it clear that he would not be available until or pm that dayMr*** confirmed that he called prior to arrival and was not informed that he would have a hour waitMr*** stated that he was upset that a manager told him that due to a special event, Friends and Family Night, they were extremely busy and those customers would be assisted firstMr*** stated that he was previously employed at this auto center and knows that this is unacceptableMr*** mentioned that he has not returned to have his vehicle realignedMr*** stated that he is only available to return on weekends and the auto center does not accept appointments on weekendsTherefore, Mr*** requested that we make an exception and that the auto center schedule a weekend appointment for his alignment
We forwarded this matter to Auto Center Manager *** *** for assistance and are currently awaiting his responseWe are committed to providing a fair and equitable resolution and ask that Mr*** allow us ten business days to come to a decisionIn the interim, should Mr*** have any questions, he may contact me directly at ***
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
*** *** ***
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,
Michael Y***
January 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** *** ***
Dear Ms***
We have completed the investigation of the *** rebuttal to our response regarding their allegation that the installation contractor installed the incorrect bottom trim kit during the installation of their oven and damaged the cabinets
Upon receipt of Ms***’s rebuttal we reached out to the installation contractor regarding the damage claim that was filed on December 21, 2016; claim *** The contractor confirmed that they, as well as, their carpenter have made multiple attempts to contact Ms***, but they have not been able to make contactOn December 30, the installation contractor made contact with Ms*** and she stated that she does not pick up the phone unless she recognizes the numberShe was informed that the carpenter was trying to reach her, and she requested that he call her and leave his phone numberThat same day we made contact with Ms*** and she stated that she already had her own handyman repair the cabinets and she was tired of waitingWe explained that the damage claim was just filed the previous weekShe stated that she was tired of dealing with the whole process and took it upon herself to pay for the repair without providing estimates to the installation contractorMs*** stated that she was charged $We informed Ms*** that the installation contractor already had a carpenter set up to perform the work and it is possible that they may not approve the amountShe stated that she understood and she would work with the contractor in regards to the damage claimWith that being said, since we have addressed the issue brought forth in Ms***’s complaint, we have closed our file
We apologize to the ***s 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 14,
Nita *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that he has not received the
refund from Kmart for separate returns
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy states, “Where appropriate, refunds will be issued in the same form as the original method of payment.” Upon receipt of Mr*** complaint we reviewed his Shop Your Way Rewards (SYWR) account and discovered that his initial purchases of the bath towels, the men’s shaver and the LED pocket light, were purchased using reward points that he has accumulated and also surprise points; surprise points are not refunded on returnsTherefore, the refund for his returns were issued in the same form of payment
Our records indicate that on November 12, Mr*** was refunded 4,reward points ($4.85) on Kmart return receipt for the return of a LED pocket lightOn November 22, Mr*** was refunded 8,reward points ($8.99) on Kmart return receipt #for the return of a men’s shaverOn November 24, Mr*** was refunded 2,reward points ($2.96) on Kmart receipt for the return of bath towel and wash clothes on November 24, We would like to note that Mr*** had used 9,($9.00) surprise reward points on the purchase of the towelsAs previously stated, surprise points are non-refundable on returnsWith 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,
Matilda *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com
July 11,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her recent visit to
one of our auto centers.
Upon receiving Ms*** complaint, we escalated her concerns to *** *** Assistant Auto Center Manager of store# *** who states the following:
Ms*** boyfriend came in to our auto center around 10:00am to drop off a Ford Taurus for a master cylinder. The part came in around 11:00am. The new part had a different size fitting so I spoke with the customer and told him that the wrong part had come in and that I needed to order one which should be here in about half an hour to which he replied that was fine. The new part came in about an hour later and had the same size fittings as the previously ordered one. I tried to track another new master cylinder but none of the vendors had it available so I spoke with the technician about custom making a brake line with a new fitting in order to accommodate the bigger outlet. He said it could be done so then I spoke with Ms*** boyfriend who was waiting for the car letting him know that the second part that was ordered was the same as the first and that we would have to custom make a line in order to make it fit properly. He said okay, so I told the technician to go ahead and make a custom brake line to fix the issue. Ms*** then called to ask why it was taking so long. I explained the issue and told her that she would not be charged for having to make a customer made brake line and that her vehicle should be finished soon. Ms*** stated this was fine. That being said, because we have addressed Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
August 30, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: George *** *** - # *** Dear Ms***: We have completed the investigation of Mr***’s rebuttal to our previous response Our records show that Mr*** was provided with a maintenance check on his dryer. There is no detailed receipt to be provided; however, we have included a screen shot of the service order showing what was done, a copy of the job code screen, and a copy of the monetary screen Customer : *** *** Mdse code: *** Service order # : *** Technician ID : *** Call date : 08/17/ Call code : 30 Description : CC COMPLETE - ONSITE Arrival time : 11:29 End time : 11: Reschedule date : Reschedule from : Reschedule to : Product reading : Technician's : NOTES: PM CHECK comments : --------------------------------------------------------------------------------...⇄ Customer : *** *** Mdse code: *** Service order # : *** Job Code Job Code Description Call Date Price Code Rel 95102U PM Add On, Tech (CC only) 17 42.50 CC R --------------------------------------------------------------------------------...⇄ Customer : *** *** Coverage : CC Customer Charge Service order # : *** Parts Service Additional info Ref No: ------------------- Subtotal 0.00 42.50 Prepaid : Disc 57 (% ) 0.00 0.00 Adjustment : Coupon (% ) 0.00 Associate (% ) 0.00 Net 0.00 42.50 Allowance: Tax 0.00 3.51 Tax Exempt # Pre-paid amount Grand total 0.00 46.01 Total Payment VI Acct XXXXXXXXXXXX*** Exp Auth 07848C Amount Payment Acct Exp Auth Amount There is no further information we can provide in addition to the sales receipt he was previously sent. With that said, we have closed our file Again, appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** - George *** Dear Ms***: We have not fully completed our investigation of Mr*** ‘complaint regarding the service for his tractor We are currently waiting information from the service unit regarding the service for Mr*** lawn tractor 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
July 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of MsP*** complaint regarding Sears Home Services First, we would
like to apologize to MsP*** for failing her expectations when she contacted Sears Home Services to repair her washerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused MsP*** After reviewing MsP***’s complaint and the notes in our service system, we contacted the National Claims Center to request that the outstanding bill of $be cleared from our system as a courtesyCOE Operations Supervisor C*** *** responded on July 17, 2017, that the invoice was removed from our billing system; MsP*** should not receive any bills dated after July 17th. This letter will serve as MsP***’s documentation that she does not owe Sears Home Services $($plus interest) for the service call completed on February 3, 2017, under service order *** Furthermore, we would like to assure MsP*** that since we handle these billing issues in house, we do not notify any credit agencies, therefore, MsP***’s rating would not be negatively affected by this collection attemptWith that said, since we have zeroed out MsP***’s invoice, we ask that this matter be closed Again, we apologize to MsP*** and we appreciate the opportunity to address this matter Sincerely, M*** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is my only option, the reason they were not able to find the product is most likely because the Web page error had been corrected, but we had proof of thisI fully understand that there are time with Web pages at vendors sites, but it seem to quite common at Sears. The reason I logged the complaint is because this has happen to me multiple times, and the response from Sears, has already been less then customer friendly.For years I have always thought highly of Sears, but my opinion is has drastically changed, not just because I did not get the product for the price advertized, but there over all attitude towards to the customer to at least offer some type of resolution to make both parties happyThey have a black and white, text book type responses.My only solution is cease ever shopping at Sears again, as there are too many options with better customer service, willing to take the extra effort to retain customers
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Michele S***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - *** A *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding her washer We had a senior service technician replace
the lid lock and according to Ms*** on May 12, the washer is working fineWe understand that the ***’s are experiencing some shacking from the washer but it is our understanding that the washer is located in a mobile home and not on a solid concrete foundationIt is important to note that a standard top loading washer can typically spin up to RPMs while in useIf the washer is located on a second floor or a mobile home the energy developed by these speeds will be felt more than if the washer is located on a solid foundationSince it is our understanding that the washer is working as designed and we have explained why the ***’s are experiencing the vibration from the washer we have closed our case We apologize to the ***’s 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, *** L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.L.***@searshc.com
July 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services First, we would
like to apologize to Mr*** for failing his expectations in regard to the repair of his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr***. According to our records, the technician was running late on July 6, 2016, and unfortunately, could not reach Mr***; therefore, the call was rescheduled Upon receiving Mr*** complaint on July 7, 2016, we contacted *** *** with *** for assistance Ms*** immediately contacted our Routing department to confirm that Mr*** was on the route for July 8, 2016. On the day of service, a Sears technician arrived at Mr*** home around 4:30pm and examined the washer. He found that the water inlet filter was clogged with water softener resin. He was able to clear the blockage and complete the repair With that said, since we have documented Mr*** concerns with the repair process and completed the service to his washer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Barbara W***
Complaint: ***
I am rejecting this response because: Response does not resolve the matter in either of the ways that I indicated in my complaint as acceptable
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Andrew W***
Complaint: ***
I am rejecting this response because:My *** has been Paid In full. I WILL NOT be using this at anytime. I would like the FULL refund sent to my home via a check. I do not want a credit put on a card I have no Intentions of using. Additionally, I think the amount of you noted is incorrect As I was charge over dollars
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Rich C***
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,
Gary ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer service and the
multiple repairs for his freezer We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have confirmed with Mr*** that his freezer was not able to be fixed and processed a $sales adjustment when he purchased his new freezer Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 8, 2015/04/25) */
Contact Name and Title: ***
Contact Phone: ***
April 25,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding her purchase of a riding mower and her non-receipt of a refund
After researching this matter, we confirmed that the merchandise was returned to the warehouseSince the *** store location closed in December of 2014, we had to reach out to Sears Retail Services for assistanceFortunately, we were able to have the next closest store location process a full refund of $for the orderWe apologize for any inconvenience and can assure that *** concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future she will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould *** have any questions or concerns regarding her refund, she may contact me via email at *** In the interim, we respectfully ask to have this matter closed, pending the receipt of her refund
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
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Initial Consumer Rebuttal /* (3000, 15, 2015/05/12) */
I still have not received my money from Sears
Final Business Response /* (4000, 17, 2015/05/13) */
May 13,
***
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We have completed reviewed *** rebuttal complaint regarding her non-receipt of a refund
We forwarded this matter to Sears' Detail Control Center to researcher further*** with the DCC team issued a credit of $back to *** *** account ending in *** today May 13, For *** records the refund sales receipt number *** *** credit should reflect in her account within three to five business daysShould *** have any further questions or concerns regarding her refund, she may contact us via email at *** In the interim, since *** should be receiving her credit shortly, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
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Final Consumer Response /* (2000, 19, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The money was refunded, and I would like to thank the Revdex.com for their help getting the refund after I spent almost a year tryingThank You!
June 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint regarding his dissatisfaction with customer service he
received when he attempted to have a warranty alignment performed on his vehicle
We apologize for the delay in responding to this complaintWe contacted Mr*** and he confirmed that the warranty alignment was not performed when he returned to the auto centerMr*** stated that when he called to report the alignment issue he was asked to return around pm and they would work on the alignmentMr*** stated that he made it clear that he would not be available until or pm that dayMr*** confirmed that he called prior to arrival and was not informed that he would have a hour waitMr*** stated that he was upset that a manager told him that due to a special event, Friends and Family Night, they were extremely busy and those customers would be assisted firstMr*** stated that he was previously employed at this auto center and knows that this is unacceptableMr*** mentioned that he has not returned to have his vehicle realignedMr*** stated that he is only available to return on weekends and the auto center does not accept appointments on weekendsTherefore, Mr*** requested that we make an exception and that the auto center schedule a weekend appointment for his alignment
We forwarded this matter to Auto Center Manager *** *** for assistance and are currently awaiting his responseWe are committed to providing a fair and equitable resolution and ask that Mr*** allow us ten business days to come to a decisionIn the interim, should Mr*** have any questions, he may contact me directly at ***
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
*** *** ***
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,
Michael Y***