July 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his
allegation that his vehicle was damaged during his recent visit to one of our auto centers
Due to the nature of Mr*** concerns, we opened a claim with *** our third-party claims adjusterIf Mr*** has any questions regarding his claim, he can contact *** *** his claims examiner, at *** and reference claim number ***. As clarification, once the claimant has been assigned a claim number through *** they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon *** actions; their decision on any claim is final. In the interim, since Mr*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
*
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has rectified my Craftsman snow thrower situation by finally actually ordering the part I was told was going to be ordered, and installing itThis whole process took total visitations to my property to finally complete a simple snow thrower tune-upThese dates effected my work schedule, as I needed to take off from work to be available each time at my houseIt would have been right and very appropriate for Sears to additionally compensate me for my time lost and the personal stress and agitation that I endured over this duration, but I received or was offered nothingAs a customer who once prided himself on the Craftsman product, purchasing only Craftsman equipment over the last years, let's hope that a billion dollar company begins to put customer satisfaction once again as a priority in the futureCustomers should not only just walk away satisfied, but feel empowered to recommend and praise Sears, its products and services, to all
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,
*** ***
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,
*** * ***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding his recent online order experience
and request to receive his refund in a different form of payment It is unfortunate if Mr*** feels we failed his expectations we he decided to return the product for a refundAfter reviewing the notes in the order, we found that Sears Online had already issued a refund of $back to the pin debit account ending in *** on January 19, For Mr* *** records the return receipt number is ***It should be noted that all refunds are issued in the same form as the original method of paymentIf Mr* *** bank is no longer in business or has closed then he will need to contact the bank regarding his refundIf Mr*** has a zero balance or is caught up on payments with the bank or financial institution he used then he can request that the bank issue him a check for the remaining balance he has left with that bankSince we have issued the refund to the debit card he used at the time of purchase, 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 17, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***
We have completed the investigation of MrB*** complaint regarding the delay in receiving the necessary parts for her appliance.We would
first like to apologize that many factors resulted in the day of delivering MrB*** purchased appliancesWe have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand MrB*** concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing MrB*** complaint and our records, we were able to determine that due to the manufacture not being to fill his order, the delivery date had to be rescheduledOur records show that although customer service offered MrBailey the option of reselecting different model numbers, unfortunately he decided to cancel his orderOn July 22, a check in the amount of $1,was issued via *** On July 23, a second check totaling $was also issued via *** It is our hope that MrB*** will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation on but understand if this is not possibleAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: ***imx integrated member experience
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
It should be noted that the order was cancelled three days after I cancelled the orderIt should further be noted that absolutely nothing can justify the extent in which Sears customer service failed and refused to properly address the issue and in particular the customer service rep named Amber who blatantly REFUSED to allow me to speak with a supervisor, stating that "I did not have a good enough reason" for her to allow me to speak with a supervisor.Sears use of non English speaking customer service representatives is another indication of how little Sears thinks about their customersIt should also be noted that if Sears has a problem getting items they are advertising, then that should be told to the customer BEFORE they make a purchase NOT two weeks later!
Sincerely,
David ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Andrene *** #*** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her washerSears Home Services records indicate that repairs
to Ms***’s washer have been completed by one of our over flow contractorsThe contractor informed our office that was Ms*** is using detergent that is causing the issues with her washerWhen the technician was at the home he called the Sears Technical Assistance Center (STAC) and the issues with the washer were discussedThe STAC technician advised Ms*** to clean her washerThe steps were to run the wash cycle full times with no detergent and use water and bleachMs*** was also advised to change her detergent because she was not using HE (High Efficiency) soap as directed in the Use and Care Guide provided to her when she took ownership of her washerIt is imperative to use HE soap in a high efficiency washerWithin her complaint Ms*** asks to have her washer replacedWe feel it is important to refer Ms*** to the terms and conditions of the Master Protection Agreement (MPA) covering the washer which state that a covered item is eligible for replacement once there have been service calls where functional parts have been replacedSince the washer does not meet the aforementioned criteria for replacement, we will not be replacing the washerSince we noted our response to Ms***’s concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her refrigerator It is unfortunate that we failed Ms*** expectations in regard to her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience Ms*** may have experienced Although Sears Home Services attempted to repair Ms*** refrigerator, they determined that replacing the unit under her manufacturer’s warranty was the best optionAccordingly, Ms*** was contacted to select a new refrigerator and on December 27, 2016, an exchange was processed for Ms***. Unfortunately, since the refrigerator is a special order item, we do not yet have a firm delivery date. We will continue to correspond with Ms*** to keep her updated on her refrigerator delivery. If she has any further questions or concerns, she can reply to *** In the interim, since a fair resolution is being provided to Ms***, 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
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 Ms C*** has been very courteous and sympathetic to my issues We will be receiving our new appliance to be installed August 1, about months after our old one stopped functioning Thank you for helping to resolve this quickly
Sincerely,
Fran D***
Complaint: ***
I am rejecting this response because: While I respect what Ms*** had to say I know that she is not a counter-top installer and was not present during this installation process I am not willing to accept the poor quality and insufficient workmanship supplied She alluded to the fact that they had attempted to rectify the problem numerous times Yes there have been numerous hours logged in on this install I am at the point where I am considering obtaining a *** to as my contract and see just how much of the contract was met As I have stated before I am a disabled veteran and a senior citizen and I feel that I payed a lot of money for a service I did not rightly receive
Sincerely,
*** ***
January 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and receipt of an incorrect item from kmart.com It is unfortunate that we failed Ms*** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that we may consider changes that would allow us to avert future problems of this nature. Our records indicate that our agents informed Ms*** that they could assist her in returning her order, but were unable to perform exchanges for online orders. They advised her that she would need to return the earrings to a local Kmart Store if she preferred to exchange them. Ms*** chose to return to our online warehouse and a refund of $was issued to her *** ending in *** on December 19, 2016. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
August 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear *** ***
We have been unable to complete the investigation of Mr* *** complaint regarding his dissatisfaction with the quality of the
washer that he purchased and his request for an exchange
We made multiple attempts to contact Mr*** and left voicemails with our contact informationSince he has not responded, we are unable to resolve Mr* *** issue until we have the opportunity to discuss the matter with himWe reviewed the service notes, and the technician noted that the noise issue was non repairableWith that being said, since the washer is still within the manufacturer’s warranty, we will offer Mr*** an exchange on the washerIf Mr*** would like to exchange the washer, he may contact me within on or before September 12, at (*** *** In the interim, we will consider this matter closed, pending his response
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding our customer service, when he called to cancel his mother’s
Sears Home Warranty 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 respectfully ask that this matter be closed, since we have confirmed with Mr*** that he was able to cancel the Sears Home Warranty and noted his candid feedback 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 *** *** ***
July 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to our previous response It appears that the service unit has been dealing with two people in regard to the refrigerator in question. The mother advises that the refrigerator is working properly, but the daughter is insistent that the unit is making noises. At this time, it is our understanding that the daughter is scheduling another appointment with authorized service provider, Serviceline to look into the noise issue. Although Serviceline is handling the upcoming repair, *** *** with unit *** has provided her with a local contact number in case she has any further concerns or issues. In the interim, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** ** *** *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *
*** *** *** We have completed the investigation of *** *** rebuttalWe were able to make special arrangements and *** *** water heater was picked up on March ** *** *** *** will need to communicate with *** *** for any further questions or concerns he may have with his claimIn light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns. Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** ***
***
Contact Name and Title: MELISSA ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Patricia *** - # 945***
Dear Ms***:
We have completed the investigation of Ms***' complaint regarding her dishwasher
and her request for a replacement
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her dishwasherAfter reviewing the notes in Ms***' service order and exhausting all efforts to obtain a back-ordered part, our office authorized a replacement for customer satisfactionBased upon the features of Ms***' current dishwasher, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)In fact, the same dishwasher is still availableMs*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs*** will need to provide the telephone number on record, (318) ***, to verify the replacement authorizationThe new dishwasher will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer's warranty and then provide additional coverage until December 2, With that said, since we are providing Ms*** with her requested resolution, 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
Initial Business Response /* (1000, 5, 2015/09/24) */
Contact Name and Title: ***
Contact Email: ***@searshc.com
September 24,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: *** # XXXXXXXX
Dear
Ms.***
We have completed the investigation of Mr***'s complaint regarding service on his air conditioner
It is unfortunate that we failed Mr***'s expectations when he called Sears for service on his air conditionerWe value Mr***'s patronage, and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be avertedOur service records indicate that the repairs for the air conditioner were completed on September 21, and it is now testing as okayAs a one-time customer courtesy, we have processed a $gift card for any inconveniences that Mr*** may have experiencedThe gift card will be received in 7-business days to the address listed on this complaintThat being said, because Mr***'s air conditioner has been repaired, we respectfully request this complaint be 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,
***
Regulatory Claims Specialist
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My main complaint still stands, the local coshocton ohio Sears, did nothing to help, and did not call me as promisedthey simply did not want to live up to the service agreement THEY sold mealso Sears uses A&E service which also would not help meI think they use the long wait times (mine was hours minutes, the disconnected plus other long waits, waiting to talk to them) on the phone to discourage complaintsi talked with people total and not one called me with any help or solutionthe AC unit was returned to us yesterday, after weeks of waiting and callingthey response I got from from their Regulatory Claims Specialist said the AC unit was repaired and returnedat that time she was wrong, I emailed her back with the correct information, and she has stopped emailing meThere seems to be a standard disturbing trend at the sears companyas a ex deputy and year service technician for motorola, I find their action totally not believable
Final Business Response /* (4000, 9, 2015/10/08) */
Contact Name and Title: ***
Contact Email: ***@searshc.com
October 8,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: *** *** # XXXXXXXX
Dear Ms.***
We have completed the investigation of Mr***'s rebuttal regarding service on his air conditioner
We have received Mr***'s rebuttal and have agreed to exchange his air conditionerOur offices have been in contact with Mr*** who is unfortunately experiencing health problems and needs additional time to search for an exchange unitWe have agreed to assist him once he feels better and exchange the unitThat being said, because we are in the process of exchanging Mr***'s air conditioner, 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 Claims Specialist
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 11, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the Sears holding company has agreed to replace the air conditioner and also sent me a gift cardi appreciate the way they handled iti still think the local Sears store in coshocton, and the A&E service are very poor in their lack of communication and failed to do what they promisedthey should really look into the practices of A&Ethere are hundreds of complaints on the web directed to themthe big thing is the fail to follow thru and the phone throttle system they use to slow down complaints
Thanks for your help Revdex.com !
Initial Business Response /* (1000, 13, 2015/04/29) */
April 29,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding his
dissatisfaction with our customer service and failure to provide the correct part for his scroll saw
It is unfortunate that we failed *** expectations when he recently ordered a part from Sears Parts DirectWe value *** patronage and can understand his frustration with the events detailed in his complaintWe can assure *** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that a return label had already been reissued to *** by U.Smail; therefore, we were unable to send a new one by emailHowever, a credit for the part was issued to *** on April 18, 2015, and a refund for his shipping and handling charge was issued on April 21, Pending the completion of *** return, we can only reiterate that we truly regret any inconvenience *** may have experiencedWe hope that in the future *** will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted *** comments and an equitable resolution has been provided
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 /* (2000, 15, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company Credited me back the money total owed to me
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 want to thank the Chicago area Revdex.com with helping to get my issue resolved with a satisfactory resultThe Revdex.com is a wonderful resource for consumer issues and for getting resultsThanks again!I would also like to thank *** with SearsShe cared about my issue and was fantastic at resolving itShe did this in a timely and professional matterShe also took the time to follow up with me to make sure I was satisfied and gave me her number in case I have any future problems with respect to this caseI am very pleased with the outcome.
Sincerely,
*** ***
July 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his
allegation that his vehicle was damaged during his recent visit to one of our auto centers
Due to the nature of Mr*** concerns, we opened a claim with *** our third-party claims adjusterIf Mr*** has any questions regarding his claim, he can contact *** *** his claims examiner, at *** and reference claim number ***. As clarification, once the claimant has been assigned a claim number through *** they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon *** actions; their decision on any claim is final. In the interim, since Mr*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
*
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has rectified my Craftsman snow thrower situation by finally actually ordering the part I was told was going to be ordered, and installing itThis whole process took total visitations to my property to finally complete a simple snow thrower tune-upThese dates effected my work schedule, as I needed to take off from work to be available each time at my houseIt would have been right and very appropriate for Sears to additionally compensate me for my time lost and the personal stress and agitation that I endured over this duration, but I received or was offered nothingAs a customer who once prided himself on the Craftsman product, purchasing only Craftsman equipment over the last years, let's hope that a billion dollar company begins to put customer satisfaction once again as a priority in the futureCustomers should not only just walk away satisfied, but feel empowered to recommend and praise Sears, its products and services, to all
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,
*** ***
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,
*** * ***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding his recent online order experience
and request to receive his refund in a different form of payment It is unfortunate if Mr*** feels we failed his expectations we he decided to return the product for a refundAfter reviewing the notes in the order, we found that Sears Online had already issued a refund of $back to the pin debit account ending in *** on January 19, For Mr* *** records the return receipt number is ***It should be noted that all refunds are issued in the same form as the original method of paymentIf Mr* *** bank is no longer in business or has closed then he will need to contact the bank regarding his refundIf Mr*** has a zero balance or is caught up on payments with the bank or financial institution he used then he can request that the bank issue him a check for the remaining balance he has left with that bankSince we have issued the refund to the debit card he used at the time of purchase, 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 17, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***
We have completed the investigation of MrB*** complaint regarding the delay in receiving the necessary parts for her appliance.We would
first like to apologize that many factors resulted in the day of delivering MrB*** purchased appliancesWe have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand MrB*** concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing MrB*** complaint and our records, we were able to determine that due to the manufacture not being to fill his order, the delivery date had to be rescheduledOur records show that although customer service offered MrBailey the option of reselecting different model numbers, unfortunately he decided to cancel his orderOn July 22, a check in the amount of $1,was issued via *** On July 23, a second check totaling $was also issued via *** It is our hope that MrB*** will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation on but understand if this is not possibleAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: ***imx integrated member experience
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
It should be noted that the order was cancelled three days after I cancelled the orderIt should further be noted that absolutely nothing can justify the extent in which Sears customer service failed and refused to properly address the issue and in particular the customer service rep named Amber who blatantly REFUSED to allow me to speak with a supervisor, stating that "I did not have a good enough reason" for her to allow me to speak with a supervisor.Sears use of non English speaking customer service representatives is another indication of how little Sears thinks about their customersIt should also be noted that if Sears has a problem getting items they are advertising, then that should be told to the customer BEFORE they make a purchase NOT two weeks later!
Sincerely,
David ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Andrene *** #*** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her washerSears Home Services records indicate that repairs
to Ms***’s washer have been completed by one of our over flow contractorsThe contractor informed our office that was Ms*** is using detergent that is causing the issues with her washerWhen the technician was at the home he called the Sears Technical Assistance Center (STAC) and the issues with the washer were discussedThe STAC technician advised Ms*** to clean her washerThe steps were to run the wash cycle full times with no detergent and use water and bleachMs*** was also advised to change her detergent because she was not using HE (High Efficiency) soap as directed in the Use and Care Guide provided to her when she took ownership of her washerIt is imperative to use HE soap in a high efficiency washerWithin her complaint Ms*** asks to have her washer replacedWe feel it is important to refer Ms*** to the terms and conditions of the Master Protection Agreement (MPA) covering the washer which state that a covered item is eligible for replacement once there have been service calls where functional parts have been replacedSince the washer does not meet the aforementioned criteria for replacement, we will not be replacing the washerSince we noted our response to Ms***’s concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her refrigerator It is unfortunate that we failed Ms*** expectations in regard to her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience Ms*** may have experienced Although Sears Home Services attempted to repair Ms*** refrigerator, they determined that replacing the unit under her manufacturer’s warranty was the best optionAccordingly, Ms*** was contacted to select a new refrigerator and on December 27, 2016, an exchange was processed for Ms***. Unfortunately, since the refrigerator is a special order item, we do not yet have a firm delivery date. We will continue to correspond with Ms*** to keep her updated on her refrigerator delivery. If she has any further questions or concerns, she can reply to *** In the interim, since a fair resolution is being provided to Ms***, 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
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 Ms C*** has been very courteous and sympathetic to my issues We will be receiving our new appliance to be installed August 1, about months after our old one stopped functioning Thank you for helping to resolve this quickly
Sincerely,
Fran D***
Complaint: ***
s my contract and see just how much of the contract was met As I have stated before I am a disabled veteran and a senior citizen and I feel that I payed a lot of money for a service I did not rightly receive
I am rejecting this response because: While I respect what Ms*** had to say I know that she is not a counter-top installer and was not present during this installation process I am not willing to accept the poor quality and insufficient workmanship supplied She alluded to the fact that they had attempted to rectify the problem numerous times Yes there have been numerous hours logged in on this install I am at the point where I am considering obtaining a *** to a
Sincerely,
*** ***
January 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and receipt of an incorrect item from kmart.com It is unfortunate that we failed Ms*** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that we may consider changes that would allow us to avert future problems of this nature. Our records indicate that our agents informed Ms*** that they could assist her in returning her order, but were unable to perform exchanges for online orders. They advised her that she would need to return the earrings to a local Kmart Store if she preferred to exchange them. Ms*** chose to return to our online warehouse and a refund of $was issued to her *** ending in *** on December 19, 2016. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
August 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear *** ***
We have been unable to complete the investigation of Mr* *** complaint regarding his dissatisfaction with the quality of the
washer that he purchased and his request for an exchange
We made multiple attempts to contact Mr*** and left voicemails with our contact informationSince he has not responded, we are unable to resolve Mr* *** issue until we have the opportunity to discuss the matter with himWe reviewed the service notes, and the technician noted that the noise issue was non repairableWith that being said, since the washer is still within the manufacturer’s warranty, we will offer Mr*** an exchange on the washerIf Mr*** would like to exchange the washer, he may contact me within on or before September 12, at (*** *** In the interim, we will consider this matter closed, pending his response
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding our customer service, when he called to cancel his mother’s
Sears Home Warranty 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 respectfully ask that this matter be closed, since we have confirmed with Mr*** that he was able to cancel the Sears Home Warranty and noted his candid feedback 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 *** *** ***
July 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to our previous response It appears that the service unit has been dealing with two people in regard to the refrigerator in question. The mother advises that the refrigerator is working properly, but the daughter is insistent that the unit is making noises. At this time, it is our understanding that the daughter is scheduling another appointment with authorized service provider, Serviceline to look into the noise issue. Although Serviceline is handling the upcoming repair, *** *** with unit *** has provided her with a local contact number in case she has any further concerns or issues. In the interim, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** ** *** *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *
*** *** *** We have completed the investigation of *** *** rebuttalWe were able to make special arrangements and *** *** water heater was picked up on March ** *** *** *** will need to communicate with *** *** for any further questions or concerns he may have with his claimIn light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns. Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** ***
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Contact Name and Title: MELISSA ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Patricia *** - # 945***
Dear Ms***:
We have completed the investigation of Ms***' complaint regarding her dishwasher
and her request for a replacement
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her dishwasherAfter reviewing the notes in Ms***' service order and exhausting all efforts to obtain a back-ordered part, our office authorized a replacement for customer satisfactionBased upon the features of Ms***' current dishwasher, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)In fact, the same dishwasher is still availableMs*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs*** will need to provide the telephone number on record, (318) ***, to verify the replacement authorizationThe new dishwasher will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer's warranty and then provide additional coverage until December 2, With that said, since we are providing Ms*** with her requested resolution, 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
Initial Business Response /* (1000, 5, 2015/09/24) */
Contact Name and Title: ***
Contact Email: ***@searshc.com
September 24,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: *** # XXXXXXXX
Dear
Ms.***
We have completed the investigation of Mr***'s complaint regarding service on his air conditioner
It is unfortunate that we failed Mr***'s expectations when he called Sears for service on his air conditionerWe value Mr***'s patronage, and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be avertedOur service records indicate that the repairs for the air conditioner were completed on September 21, and it is now testing as okayAs a one-time customer courtesy, we have processed a $gift card for any inconveniences that Mr*** may have experiencedThe gift card will be received in 7-business days to the address listed on this complaintThat being said, because Mr***'s air conditioner has been repaired, we respectfully request this complaint be 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,
***
Regulatory Claims Specialist
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My main complaint still stands, the local coshocton ohio Sears, did nothing to help, and did not call me as promisedthey simply did not want to live up to the service agreement THEY sold mealso Sears uses A&E service which also would not help meI think they use the long wait times (mine was hours minutes, the disconnected plus other long waits, waiting to talk to them) on the phone to discourage complaintsi talked with people total and not one called me with any help or solutionthe AC unit was returned to us yesterday, after weeks of waiting and callingthey response I got from from their Regulatory Claims Specialist said the AC unit was repaired and returnedat that time she was wrong, I emailed her back with the correct information, and she has stopped emailing meThere seems to be a standard disturbing trend at the sears companyas a ex deputy and year service technician for motorola, I find their action totally not believable
Final Business Response /* (4000, 9, 2015/10/08) */
Contact Name and Title: ***
Contact Email: ***@searshc.com
October 8,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: *** *** # XXXXXXXX
Dear Ms.***
We have completed the investigation of Mr***'s rebuttal regarding service on his air conditioner
We have received Mr***'s rebuttal and have agreed to exchange his air conditionerOur offices have been in contact with Mr*** who is unfortunately experiencing health problems and needs additional time to search for an exchange unitWe have agreed to assist him once he feels better and exchange the unitThat being said, because we are in the process of exchanging Mr***'s air conditioner, 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 Claims Specialist
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 11, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the Sears holding company has agreed to replace the air conditioner and also sent me a gift cardi appreciate the way they handled iti still think the local Sears store in coshocton, and the A&E service are very poor in their lack of communication and failed to do what they promisedthey should really look into the practices of A&Ethere are hundreds of complaints on the web directed to themthe big thing is the fail to follow thru and the phone throttle system they use to slow down complaints
Thanks for your help Revdex.com !
Initial Business Response /* (1000, 13, 2015/04/29) */
April 29,
***
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***
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We have completed the investigation of *** complaint regarding his
dissatisfaction with our customer service and failure to provide the correct part for his scroll saw
It is unfortunate that we failed *** expectations when he recently ordered a part from Sears Parts DirectWe value *** patronage and can understand his frustration with the events detailed in his complaintWe can assure *** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that a return label had already been reissued to *** by U.Smail; therefore, we were unable to send a new one by emailHowever, a credit for the part was issued to *** on April 18, 2015, and a refund for his shipping and handling charge was issued on April 21, Pending the completion of *** return, we can only reiterate that we truly regret any inconvenience *** may have experiencedWe hope that in the future *** will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted *** comments and an equitable resolution has been provided
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 /* (2000, 15, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company Credited me back the money total owed to me
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 want to thank the Chicago area Revdex.com with helping to get my issue resolved with a satisfactory resultThe Revdex.com is a wonderful resource for consumer issues and for getting resultsThanks again!I would also like to thank *** with SearsShe cared about my issue and was fantastic at resolving itShe did this in a timely and professional matterShe also took the time to follow up with me to make sure I was satisfied and gave me her number in case I have any future problems with respect to this caseI am very pleased with the outcome.
Sincerely,
*** ***