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,
Jimmie ***
October 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding a
recent part order As clarification, our Parts Direct site notes: “Can I cancel an order? All orders are transmitted directly to the supplier to prevent processing delaysIf the request to cancel is received on the same day the order was created, the Parts Trusted Advisor will attempt to cancel the order before it is processed by the supplierMost items may be returned within days of the order date with a Return AuthorizationSome items require special handling or may be non-returnableContact Us for a Return Authorization and return instructionsExclusions apply, see full return policy for additional details.” Mr*** did not cancel his order until days after it was placed according to our recordsUnfortunately, the part shippedOur notes reflect that Mr*** was sent a return label, but we have no received the item yet so a refund cannot be issuedIf Mr*** cannot locate his label, we can schedule a *** pickupMr*** may contact me via email during business hours at *** if he wishes to schedule thisIn 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 *** *** ***
April 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to the response we provided We would note that it is not Sears’ responsibility to inform Mr*** how to maintain his tractorWe provide oil change service for a fee, and he can consult his owner’s manual but it was not our responsibility to train him on how to do thisAgain, from even the information disclosed in the rebuttal it sounds like the tractor was already operated on low oil in the fall, prior to when Mr*** finally added oil to it before the last useWhile we appreciate that he would like a second opinion, his manufacturer’s warranty does not cover service due to improper use or lack of maintenanceWe have assessed it once at no charge and informed him that the tractor is not coveredAdditional visits would be at Mr*** expenseWe can only reiterate that there is absolutely no reason for our technician to say that the tractor was not maintained properly if that was not the case, and the signs of this are very obvious to anyone that does tractor repairWith that said, since our position remains unchanged, we have reclosed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct Line: *** Email: ***
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,
Bryan ***
August 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Gary *** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding his refrigerator and dishwasher
First, we would like to apologize to Mr*** for failing his expectations in regard to his refrigerator and dishwasherWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon reviewing Mr***’s complaint and the notes in his service orders, my office authorized Mr*** $under his Service Smart Agreement (SSA) towards a new refrigerator from Sears. We subsequently spoke with Mr*** and found that he had purchased a new refrigerator outright. Fortunately, the store agreed to re-ring the transaction and refund Mr*** $500.00, the amount he was authorized. Additionally, we processed a sales adjustment for $as compensation for any inconvenience this situation may have caused Mr***. Lastly, we processed a check request for $to reimburse Mr*** for food loss As to the dishwasher, we scheduled an appointment to have the unit examined. A Sears technician diagnosed the dishwasher on August 25, 2016, and subsequently replaced the control board; completing the repair. Mr*** was not charged for this repair as the dishwasher carries a Master Protection Agreement (MPA). With that said, since we have addressed Mr***’s concerns regarding his refrigerator and dishwasher, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10997318, and find that this resolution is satisfactory to meThough it took a lot of my time and frustration to get this resolvedThey should change the way they have there customer service team help peopleIt is very hard to get anywhere with them, it took me weeks to get this resolvedI had to call every to days to keep pushing for helpThis would have been solved within minutes with AmazonI should never get to the point where I have to go to the Revdex.com for help!
Sincerely,
Rebecca ***
August 24,
Revdex.com
Attn: Nita ***
North Wabash Ave- Ste
Chicago, IL
Our File No: 18***
Revdex.com File No: 945***/***
Via: Revdex.com website
Dear Ms***,
This letter serves to confirm that Sears Home Improvement Products (SHIP) has performed all repairs needed Ms*** has contacted me to let me know she is satisfied with the results and we have addressed her concerns
As there are no other issues to be addressed, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Ms*** as a customer and appreciate her patronageIf you have any questions or concerns, please contact me directly at 407-*** or via email at Liz.***@searshomepro.com
Sincerely,
Liz ***
SHIP/HI Regulatory Complaint Specialist
cc: MsCynthia ***
November 3, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** ***We have completed our investigation of MsPorter’s complaint regarding installing the chains on her lawn tractorOn receiving *** ***
complaint we reached out to her local Sears storeAlthough Sears normally does not install chains onto a lawn tractor, *** ***r the local Sears store manager did confirm the offer was made to *** *** at the time of the purchaseThe store manager has not been successful in contacting *** *** so that she is not charged for this serviceSeveral messages were left at her contact number of *** with a call back number directly to the store manager’s phone of ***If *** *** would still like to have the chains put on her tractor she will need to contact the store manager to have this completedIn the interim, we will consider *** *** matter closed, pending her response.We apologize to *** *** *n 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,*** ** *** *** *** *** *** ***
October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** * ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his dissatisfaction with the problems he
encountered when he attempted to return the parts order for a refund
On October 27, *** ***, Customer Advocate for Parts Direct, contacted *** *** daughter to discuss her father's concern regarding the parts return*** *** informed her that she is mailing *** *** a UPS return label via regular mail and he should receive it within business days*** *** can use the label to drop off the package at any UPS Drop Off locations*** *** also informed her that we would issue a credit for the part(s) once the items are received in our warehouseWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf *** ***'s issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
Again, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
*** ***
***
April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ***
Dear Ms*** We have completed the investigation of Ms*** complaint regarding her a charge on her account
and her request for a refund We would first like to apologize for any misunderstanding regarding the charge to her accountAfter sending an email correspondence to Sears’ Detail Control Center, we confirmed the charge was for a layaway order placed on December 23, The layaway order number is *** ** *** for $We found an over credit had been issuedIn Ms*** case, she only paid $on this layaway order less $in fees and was issued credit for $The charge of $is the difference for the refundWe hope this clarifies the charge issueShould Ms*** have any questions, she may email us directly at *** In the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his local Sears Auto Center It
is unfortunate that we failed Mr*** expectations when he recently visited his local Sears Auto Center for a tire rotationWe value Mr*** patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted Auto Center Manager Matt *** and District Manager Paul Miller for assistance. Mr*** responded that Mr*** came into the auto center on December 23, 2016, for a tire rotationOnce his BMW was pulled into the store, the Express Technician, Justin, asked Mr*** to help him rack the car due to the lift points being surrounded by plasticMr*** states that he personally helped Justin complete the rotation and parked Mr*** car in the parking lot at the end of the row When Mr*** came to pihis vehicle, he complained that his car had been moved and insisted that the tires were not rotated. Mr*** informed Mr*** that he had personally helped the technician rotate the tires, but as a courtesy, he offered to rotate them again immediately Mr*** refused and drove away yelling profanity Mr*** has called Mr*** several times since receiving this complaint; however, Mr*** has not responded to his calls. Mr*** is willing to rotate the tires again under Mr*** supervision. If Mr*** would like to accept this offer, he can call Mr*** at (*** *** In the interim, since we have documented Mr*** concerns and offered a fair resolution, 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
Complaint: ***
I am rejecting this response because: this is addressed to someone else and in someone elses name It also references a treadmill and I filed a complaint regarding a patio set thanks
Sincerely,
Oscar ***
July 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 94*** - Garrett ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding the alleged damage that was done to his residence upon the
delivery and install of his purchased appliances
After reviewing Mr***'s complaint, we contacted our third party vendor Borders and were informed that Mr*** claim was settled for $check that was processed on June Since Mr*** received his requested resolution, 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 Specialist, regulatory complaints
sears holdings corporation
O: 512.***
F: 512.***
imx integrated member experience
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the coverage for yearly
maintenance under the Repair Protection Agreement for her mower We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we 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 regret that the misinformation she received regarding coverage of the RPA caused her any inconvenienceIt is important to note that Sears sells several types of protection agreements and the only one available for gas powered items is the RPA which does not have yearly maintenance checks as the Master Protection Agreement does which our records show Ms*** has had on previous appliances We have refunded Ms*** the full amount of the RPA which was $This was processed on February 15, Ms*** should receive this by March 1, We respectfully ask that this matter be closed, since we have refunded Ms*** the purchase amount of the RPA and noted her candid feedback Again, we apologize to Ms*** 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 *** *** ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Melvin *** #9456***
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal regarding charges incurred during a service call to service his garage door
Rhonda *** Sears Garage Solutions, Support Specialist provided the following response:
We would like to point out that charges for our services are based on job codes and not hourly rates, which is common in the repair industryAdditionally, when parts are used during a home service call they are priced higher then parts then parts that can be purchased on lineThat said, Mr*** did agree to the charges when our technician was at his home and he did sign the invoice agreeing to the terms of the serviceAfter the work was completed he filed his complaintSears Garage is willing to provide Mr*** another 10% off, totaling his refund to $If Mr*** would like to accept this offer he can contact me at 740***Since we have noted our offer to Mr*** and have given him my name and number, we ask that this complaint remain closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: *** ***
July 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***
We have completed the investigation of
Ms***' complaint regarding her washer repair
First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled a repair for her washerUnfortunately, the repair took longer than expected because a damage part was receivedThe part was reordered and the technician returned to Ms***' home on July 6, 2015, to install the partOnce the part was installed, the technician tested the unit and found it to be working properly
While we empathize with Ms***, she does not qualify for a replacementMs*** carries a Master Protection Agreement (MPA) on her washer, but she has not met the criteria for replacementUnder the MPA, a covered product will be considered for a replacement if there have been "four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." According to our service records, Ms***' washer has only had one qualifying repair to dateSince we have explained why a replacement is currently not an option for Ms*** and we have completed the repair to the washer, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of July 6, Technician did repair the washer machine, however, a simple repair turned into over an eight week time frame which is unacceptableA part does not take weeks to receiveSears has definitely dropped the ball ensuring a repair in a timely mannerI am happy to have a working washer machine at this point, however, extremely disappointed in how I was treated by Sears and their lack of customer service
Complaint: ***
I am rejecting this response because:I did physically go to the store. They checked the inventory and the tires were in inventory. They told me they could not put them on my truck until sears.com pushed the paperwork through. I informed sears.com they made need an inventory adjustment, yet they said I must wait 48hours. After about 96hours I had to cancel my order. The tires are still there and nobody has adjusted the inventory...i'm assuming since nobody notified me. This whole mess caused me to miss a sale with national tire and battery that had a buy get free tire sale in my sized and style. Now that the sales are gone, it is going to cost me $200-$more that I cannot afford at this time, so, I'm driving on bald tires thanks to sears.com
Sincerely,
Kenneth ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I accept their apology, and am willing to give them another opportunity I must say that the repair technicians who arrived to do the repair were great They could not apologize enough for the way the issue was handled, and gave me ideas as to how to get quicker service in the future It appears that they have cut their staff by a number of people, and service is considerably slower than previously Thank you for investigating this, I appreciate the time you gave me
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Scott *** #*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services and repairs to his refrigeratorSears will be
processing an in warranty exchange for Mr***That said we will be ordering a new KitchenAid refrigerator which should be delivered on September 30, No additional funds will be collected from Mr***Since it is my understanding that the aforementioned resolution was met with Mr***’s satisfaction, we ask that this complaint be 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
June 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Carrepair Upon
receiving Ms*** complaint, we contacted CarSupervisor Steven *** for assistance. After reviewing Ms*** service order, Mr*** advised that he would not be waiving the diagnostic fee for Ms*** According to the technician, the lawn mower was overfilled with oil, the carburetor needed to be cleaned and the spark plug was fouled due to the oil. None of these issues are covered under the manufacturer’s warranty. While Ms*** has threatened legal action, our decision will not waiver. If Ms*** intends to pick up her lawn mower, she will need to pay the diagnostic fee As to Ms*** request for a refund of her lawn mower, we are unable to honor that request either. Ms*** purchased her lawn mower months ago and according to Sears’ Return Policy, she had days to return the lawn mower for either a refund or an exchange. Due to the amount of time that has passed since she purchased the lawn mower, and because she did not maintain the unit properly, no accommodations are warranted. As this decision is final, we have closed our file 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,
Jimmie ***
October 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding a
recent part order As clarification, our Parts Direct site notes: “Can I cancel an order? All orders are transmitted directly to the supplier to prevent processing delaysIf the request to cancel is received on the same day the order was created, the Parts Trusted Advisor will attempt to cancel the order before it is processed by the supplierMost items may be returned within days of the order date with a Return AuthorizationSome items require special handling or may be non-returnableContact Us for a Return Authorization and return instructionsExclusions apply, see full return policy for additional details.” Mr*** did not cancel his order until days after it was placed according to our recordsUnfortunately, the part shippedOur notes reflect that Mr*** was sent a return label, but we have no received the item yet so a refund cannot be issuedIf Mr*** cannot locate his label, we can schedule a *** pickupMr*** may contact me via email during business hours at *** if he wishes to schedule thisIn 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 *** *** ***
April 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to the response we provided We would note that it is not Sears’ responsibility to inform Mr*** how to maintain his tractorWe provide oil change service for a fee, and he can consult his owner’s manual but it was not our responsibility to train him on how to do thisAgain, from even the information disclosed in the rebuttal it sounds like the tractor was already operated on low oil in the fall, prior to when Mr*** finally added oil to it before the last useWhile we appreciate that he would like a second opinion, his manufacturer’s warranty does not cover service due to improper use or lack of maintenanceWe have assessed it once at no charge and informed him that the tractor is not coveredAdditional visits would be at Mr*** expenseWe can only reiterate that there is absolutely no reason for our technician to say that the tractor was not maintained properly if that was not the case, and the signs of this are very obvious to anyone that does tractor repairWith that said, since our position remains unchanged, we have reclosed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct Line: *** Email: ***
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,
Bryan ***
August 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Gary *** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding his refrigerator and dishwasher
First, we would like to apologize to Mr*** for failing his expectations in regard to his refrigerator and dishwasherWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon reviewing Mr***’s complaint and the notes in his service orders, my office authorized Mr*** $under his Service Smart Agreement (SSA) towards a new refrigerator from Sears. We subsequently spoke with Mr*** and found that he had purchased a new refrigerator outright. Fortunately, the store agreed to re-ring the transaction and refund Mr*** $500.00, the amount he was authorized. Additionally, we processed a sales adjustment for $as compensation for any inconvenience this situation may have caused Mr***. Lastly, we processed a check request for $to reimburse Mr*** for food loss As to the dishwasher, we scheduled an appointment to have the unit examined. A Sears technician diagnosed the dishwasher on August 25, 2016, and subsequently replaced the control board; completing the repair. Mr*** was not charged for this repair as the dishwasher carries a Master Protection Agreement (MPA). With that said, since we have addressed Mr***’s concerns regarding his refrigerator and dishwasher, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10997318, and find that this resolution is satisfactory to meThough it took a lot of my time and frustration to get this resolvedThey should change the way they have there customer service team help peopleIt is very hard to get anywhere with them, it took me weeks to get this resolvedI had to call every to days to keep pushing for helpThis would have been solved within minutes with AmazonI should never get to the point where I have to go to the Revdex.com for help!
Sincerely,
Rebecca ***
August 24,
Revdex.com
Attn: Nita ***
North Wabash Ave- Ste
Chicago, IL
Our File No: 18***
Revdex.com File No: 945***/***
Via: Revdex.com website
Dear Ms***,
This letter serves to confirm that Sears Home Improvement Products (SHIP) has performed all repairs needed Ms*** has contacted me to let me know she is satisfied with the results and we have addressed her concerns
As there are no other issues to be addressed, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Ms*** as a customer and appreciate her patronageIf you have any questions or concerns, please contact me directly at 407-*** or via email at Liz.***@searshomepro.com
Sincerely,
Liz ***
SHIP/HI Regulatory Complaint Specialist
cc: MsCynthia ***
November 3, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** ***We have completed our investigation of MsPorter’s complaint regarding installing the chains on her lawn tractorOn receiving *** ***
complaint we reached out to her local Sears storeAlthough Sears normally does not install chains onto a lawn tractor, *** ***r the local Sears store manager did confirm the offer was made to *** *** at the time of the purchaseThe store manager has not been successful in contacting *** *** so that she is not charged for this serviceSeveral messages were left at her contact number of *** with a call back number directly to the store manager’s phone of ***If *** *** would still like to have the chains put on her tractor she will need to contact the store manager to have this completedIn the interim, we will consider *** *** matter closed, pending her response.We apologize to *** *** *n 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,*** ** *** *** *** *** *** ***
October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** * ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his dissatisfaction with the problems he
encountered when he attempted to return the parts order for a refund
On October 27, *** ***, Customer Advocate for Parts Direct, contacted *** *** daughter to discuss her father's concern regarding the parts return*** *** informed her that she is mailing *** *** a UPS return label via regular mail and he should receive it within business days*** *** can use the label to drop off the package at any UPS Drop Off locations*** *** also informed her that we would issue a credit for the part(s) once the items are received in our warehouseWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf *** ***'s issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
Again, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
*** ***
***
April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ***
Dear Ms*** We have completed the investigation of Ms*** complaint regarding her a charge on her account
and her request for a refund We would first like to apologize for any misunderstanding regarding the charge to her accountAfter sending an email correspondence to Sears’ Detail Control Center, we confirmed the charge was for a layaway order placed on December 23, The layaway order number is *** ** *** for $We found an over credit had been issuedIn Ms*** case, she only paid $on this layaway order less $in fees and was issued credit for $The charge of $is the difference for the refundWe hope this clarifies the charge issueShould Ms*** have any questions, she may email us directly at *** In the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his local Sears Auto Center It
is unfortunate that we failed Mr*** expectations when he recently visited his local Sears Auto Center for a tire rotationWe value Mr*** patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted Auto Center Manager Matt *** and District Manager Paul Miller for assistance. Mr*** responded that Mr*** came into the auto center on December 23, 2016, for a tire rotationOnce his BMW was pulled into the store, the Express Technician, Justin, asked Mr*** to help him rack the car due to the lift points being surrounded by plasticMr*** states that he personally helped Justin complete the rotation and parked Mr*** car in the parking lot at the end of the row When Mr*** came to pihis vehicle, he complained that his car had been moved and insisted that the tires were not rotated. Mr*** informed Mr*** that he had personally helped the technician rotate the tires, but as a courtesy, he offered to rotate them again immediately Mr*** refused and drove away yelling profanity Mr*** has called Mr*** several times since receiving this complaint; however, Mr*** has not responded to his calls. Mr*** is willing to rotate the tires again under Mr*** supervision. If Mr*** would like to accept this offer, he can call Mr*** at (*** *** In the interim, since we have documented Mr*** concerns and offered a fair resolution, 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
Complaint: ***
I am rejecting this response because: this is addressed to someone else and in someone elses name It also references a treadmill and I filed a complaint regarding a patio set thanks
Sincerely,
Oscar ***
July 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 94*** - Garrett ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding the alleged damage that was done to his residence upon the
delivery and install of his purchased appliances
After reviewing Mr***'s complaint, we contacted our third party vendor Borders and were informed that Mr*** claim was settled for $check that was processed on June Since Mr*** received his requested resolution, 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 Specialist, regulatory complaints
sears holdings corporation
O: 512.***
F: 512.***
imx integrated member experience
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the coverage for yearly
maintenance under the Repair Protection Agreement for her mower We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we 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 regret that the misinformation she received regarding coverage of the RPA caused her any inconvenienceIt is important to note that Sears sells several types of protection agreements and the only one available for gas powered items is the RPA which does not have yearly maintenance checks as the Master Protection Agreement does which our records show Ms*** has had on previous appliances We have refunded Ms*** the full amount of the RPA which was $This was processed on February 15, Ms*** should receive this by March 1, We respectfully ask that this matter be closed, since we have refunded Ms*** the purchase amount of the RPA and noted her candid feedback Again, we apologize to Ms*** 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 *** *** ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Melvin *** #9456***
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal regarding charges incurred during a service call to service his garage door
Rhonda *** Sears Garage Solutions, Support Specialist provided the following response:
We would like to point out that charges for our services are based on job codes and not hourly rates, which is common in the repair industryAdditionally, when parts are used during a home service call they are priced higher then parts then parts that can be purchased on lineThat said, Mr*** did agree to the charges when our technician was at his home and he did sign the invoice agreeing to the terms of the serviceAfter the work was completed he filed his complaintSears Garage is willing to provide Mr*** another 10% off, totaling his refund to $If Mr*** would like to accept this offer he can contact me at 740***Since we have noted our offer to Mr*** and have given him my name and number, we ask that this complaint remain closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: *** ***
July 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***
We have completed the investigation of
Ms***' complaint regarding her washer repair
First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled a repair for her washerUnfortunately, the repair took longer than expected because a damage part was receivedThe part was reordered and the technician returned to Ms***' home on July 6, 2015, to install the partOnce the part was installed, the technician tested the unit and found it to be working properly
While we empathize with Ms***, she does not qualify for a replacementMs*** carries a Master Protection Agreement (MPA) on her washer, but she has not met the criteria for replacementUnder the MPA, a covered product will be considered for a replacement if there have been "four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." According to our service records, Ms***' washer has only had one qualifying repair to dateSince we have explained why a replacement is currently not an option for Ms*** and we have completed the repair to the washer, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of July 6, Technician did repair the washer machine, however, a simple repair turned into over an eight week time frame which is unacceptableA part does not take weeks to receiveSears has definitely dropped the ball ensuring a repair in a timely mannerI am happy to have a working washer machine at this point, however, extremely disappointed in how I was treated by Sears and their lack of customer service
Complaint: ***
I am rejecting this response because:I did physically go to the store. They checked the inventory and the tires were in inventory. They told me they could not put them on my truck until sears.com pushed the paperwork through. I informed sears.com they made need an inventory adjustment, yet they said I must wait 48hours. After about 96hours I had to cancel my order. The tires are still there and nobody has adjusted the inventory...i'm assuming since nobody notified me. This whole mess caused me to miss a sale with national tire and battery that had a buy get free tire sale in my sized and style. Now that the sales are gone, it is going to cost me $200-$more that I cannot afford at this time, so, I'm driving on bald tires thanks to sears.com
Sincerely,
Kenneth ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I accept their apology, and am willing to give them another opportunity I must say that the repair technicians who arrived to do the repair were great They could not apologize enough for the way the issue was handled, and gave me ideas as to how to get quicker service in the future It appears that they have cut their staff by a number of people, and service is considerably slower than previously Thank you for investigating this, I appreciate the time you gave me
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Scott *** #*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services and repairs to his refrigeratorSears will be
processing an in warranty exchange for Mr***That said we will be ordering a new KitchenAid refrigerator which should be delivered on September 30, No additional funds will be collected from Mr***Since it is my understanding that the aforementioned resolution was met with Mr***’s satisfaction, we ask that this complaint be 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
June 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Carrepair Upon
receiving Ms*** complaint, we contacted CarSupervisor Steven *** for assistance. After reviewing Ms*** service order, Mr*** advised that he would not be waiving the diagnostic fee for Ms*** According to the technician, the lawn mower was overfilled with oil, the carburetor needed to be cleaned and the spark plug was fouled due to the oil. None of these issues are covered under the manufacturer’s warranty. While Ms*** has threatened legal action, our decision will not waiver. If Ms*** intends to pick up her lawn mower, she will need to pay the diagnostic fee As to Ms*** request for a refund of her lawn mower, we are unable to honor that request either. Ms*** purchased her lawn mower months ago and according to Sears’ Return Policy, she had days to return the lawn mower for either a refund or an exchange. Due to the amount of time that has passed since she purchased the lawn mower, and because she did not maintain the unit properly, no accommodations are warranted. As this decision is final, we have closed our file We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist