August 13,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: 173***
Revdex.com Case #: 945***/ Frank ***
Via: Revdex.com Website
Dear Ms***,
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
Pursuant to Mr***'s request we have completed the repairs and the electrical inspection passedI have corresponded with Mr*** and confirmed he is satisfiedAt this time there is no further service need
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-*** x 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: Frank ***
November 28, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Walter *** - # *** Dear Ms***: We have completed the investigation of Mr*** rebuttal to our previous response As we stated previously, the last service call was completed on August 16, 2016, and no issues were found. Below is a copy of the service order showing the date, time and notes from the technician that examined Mr*** washer Customer : WALTER *** Mdse code: WASHERFL Service order # : Technician ID : *** Call date : 08/16/ Call code : 20 Description : SP COMPLETE - ONSITE Arrival time : 08:00 End time : 08: Technician's : CHECKED UNIT OUT COMPLETELY FOUND ALL OPERATING PROPERLY Again, at this point, Mr*** RPA has expired and he is not entitled to a covered repair or a replacement. If his washer is not working, he can schedule a service call with Sears Home Services or any other service provider. As his washer is no longer covered by an extended warranty, he is under no obligation to have a Sears technician service his washer and he will be solely responsible for any repair costs While we have documented Mr*** follcomments, we find that he has not provided any new information to warrant a change in our decision, therefore, no considerations are forthcoming and we have closed our file We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
October 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her request for service on her *** dryer she claims she purchased from Sears
Upon receipt of Ms*** complaint, we reviewed the purchase receipt of the dryer she purchased our Sears Outlet Store on February 24, According to salescheck ***, Ms*** purchased item *** which is listed on Searsoutlet.com as *** Dryer Model *** not a *** dryer as Ms*** claimsIn order to warranty repair Ms*** *** dryer, she will need to provide proof of purchase from SearsIn the interim, we have closed our file, pending documentation from Ms* ***
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his Refrigerator Upon receipt of Mr*** complaint, we
found that his issue is being addressed via our executive complaint’s department and his case manager is *** *** Ms*** has been in contact with Mr*** via emailAs of the morning of February 28, Ms*** emailed Mr*** a replacement offerAt this point we are waiting for Mr*** to accept and provide Ms*** the model information to process that replacementMs*** contact information is *** *** ** or email at *** Since we have offered to process a replacement and are currently waiting for Mr*** to make his selection we have closed this complaint We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 4, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #11*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding
several transactions in relation to his Shop Your Way Rewards points Sheila *** from our Shop Your Way Rewards (SYWR) contact center soke with Mr*** on January 27, and at that time, all which remained to be resolved, was that he was missing a credit for $to his *** accountThis was issued that same dayIn light of the aforementioned information, 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,*** ***Specialist, Regulatory Complaints*** *** Tell us why here
June 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Home ServicesFirst, we would like to apologize to
Ms*** for failing her expectations in regard to the repair of her dishwasher. Additionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms***Since it appears that Ms*** was not provided with an estimate prior to the repair of her dishwasher, we have processed a refund in the amount of $ The credit should post to Ms*** *** account ending in *** within the next five to seven days business days. Additionally, we would like to assure Ms*** that according to our repair protocol, she should have been given the opportunity to accept or decline the repair prior to its completion. Therefore, the appropriate feedback has been forwarded to the technician’s manager to prevent further issues such as this. With that said, since we have documented Ms*** concerns with the repair process and issued the aforementioned refund, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his Sears Appliance Warranty and service under that warranty
As clarification, when a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” It is unfortunate that we failed Mr*** expectations with his recent repairMr*** confirmed with our service unit that the refrigerator was repaired and is working properlyMr*** asked about food loss coverage, unfortunately food loss is not covered under the Sears Appliance WarrantySince we have repaired Mr*** refrigerator under the terms and conditions of the Sears Appliance Warranty and noted his candid feedback we have closed this case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: the business NEVER called or emailed me using my phone or my sister's phone A Sears rep did leave a message on our home phone at the end of last week after my sister contacted this person directly
Sincerely,
Theresa ***
January 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear MsVirghes:
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the problems he encountered when
he requested to exchange an electric dryer for a gas dryer
Upon receipt of Mr*** complaint we researched the order and the case notes related to his online order of the dryerAccording to the order, Mr*** placed the online order himself and he selected and ordered an electric dryer item *** not the gas dryer item ***Therefore, the correct dryer was deliveredWhen Mr*** called in to request an exchange for the gas dryer at no additional cost, his request was denied since the Black Friday sale had expiredOur records indicate that Mr*** requested to return the dryer for a refundThe unit was picked up on December 21, and we issued a credit of $to Mr*** for the dryer and the protection agreementWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
July 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal We have reviewed both our response and Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. The fact remains that the damage was not reported within business hours (this is noted as a requirement on our site) and the return policy period had expired when Mr*** calledMr., *** will need to work with the manufacturer and any resolution they may be willing to offer him as we are not obligated to honor his request according to our return policy as noted aboveUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr*** case, we do apologize that we failed his expectations, but as this in accordance with our posted policies, our decision is final. 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
January 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer repair
First, we would like to apologize to Mr*** for failing his expectations in regard to his washer repair. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr*** complaint to Territory Manager *** *** for review. While Mr*** was responsible for the cost of repairing his washer, due to the confusion regarding what parts should have been installed, Mr*** agreed to refund Mr*** in full Accordingly, a refund request for $was submitted on January 25, 2016. Mr*** should see a credit post to his *** *** account ending in *** within the next week. In summary, since we have completed the repair to Mr*** washer, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his recent online order experience
and request for a refund We would first like to apologize for any inconvenience Mr*** experience with this matterWe apologize for the delay and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in his order we found that Sears Online processed a refund of $back to his *** account ending in ***For Mr***’s records the return receipt number is *** Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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,
*** ***
Complaint: ***
I am rejecting this response because: Sears HC and *** CMS may have closed the complaint but it's NOT closed as far as I am are concerned*** is in the business of denying claims and limiting litigation, but they did not succeed it this matterI will write Edward S***, CEO and let him know how Sears customers are being treated before a suit is filedHopefully he will be more reasonable than incompetent low level employees of *** and Sears Holding Company.
Sincerely,
Robert ***
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 20, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed our
investigation regarding Mr*** complaint regarding a recent transaction According to our records, Mr*** used the $worth of points in question on order number *** that was placed on December 14, As that money has already been used, we are unable to grant Mr*** request, and we have closed our fileWe 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 *** ***Tell us why here
Nita *** Revdex.com North Wabash Ave, Ste#*** Chicago, IL Re: Susan *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigerator Betty
***, Sears Home Services, Customer Advocate provided the following response:We dispatched a technician to Ms***’s home on September 21, 2016, when a new ice door kit was installedThe unit was tested and was found to be operating as designedMoving forward, if I can be of any additional assistance to Ms***, she can reach me at 412/257-That said 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
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding her water heater Ms***
was authorized to receive comparable a replacement water heater sold by SearsHer replacement unit was installed at no additional cost to her even though the $permit fee was not covered according to the terms of her service contract, which is called the Master Protection Agreement (MPA.) Ms*** was seeking compensation for inconvenience and loss of the use of her covered item, but there are no such provisions in the terms of the MPAIn fact, compensation for nay incidental or consequential losses is specifically excludedHowever, we offered to send her a check for half of the cost she paid for her new service contract or $125.65, and she acceptedThis check was issued on April 5, In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 Complaint Specialist ***
July 21, *** *** 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 non-receipt of his sears.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that refunds of $and $were issued to his *** account ending in *** on July 2, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the 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 possible. We respectfully ask to have this matter closed since we have noted Mr*** comments and the requested 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 *** *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the 1,as good faithI still think they should repair or replace as was promised
August 13,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: 173***
Revdex.com Case #: 945***/ Frank ***
Via: Revdex.com Website
Dear Ms***,
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
Pursuant to Mr***'s request we have completed the repairs and the electrical inspection passedI have corresponded with Mr*** and confirmed he is satisfiedAt this time there is no further service need
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-*** x 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: Frank ***
November 28, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Walter *** - # *** Dear Ms***: We have completed the investigation of Mr*** rebuttal to our previous response As we stated previously, the last service call was completed on August 16, 2016, and no issues were found. Below is a copy of the service order showing the date, time and notes from the technician that examined Mr*** washer Customer : WALTER *** Mdse code: WASHERFL Service order # : Technician ID : *** Call date : 08/16/ Call code : 20 Description : SP COMPLETE - ONSITE Arrival time : 08:00 End time : 08: Technician's : CHECKED UNIT OUT COMPLETELY FOUND ALL OPERATING PROPERLY Again, at this point, Mr*** RPA has expired and he is not entitled to a covered repair or a replacement. If his washer is not working, he can schedule a service call with Sears Home Services or any other service provider. As his washer is no longer covered by an extended warranty, he is under no obligation to have a Sears technician service his washer and he will be solely responsible for any repair costs While we have documented Mr*** follcomments, we find that he has not provided any new information to warrant a change in our decision, therefore, no considerations are forthcoming and we have closed our file We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
October 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her request for service on her *** dryer she claims she purchased from Sears
Upon receipt of Ms*** complaint, we reviewed the purchase receipt of the dryer she purchased our Sears Outlet Store on February 24, According to salescheck ***, Ms*** purchased item *** which is listed on Searsoutlet.com as *** Dryer Model *** not a *** dryer as Ms*** claimsIn order to warranty repair Ms*** *** dryer, she will need to provide proof of purchase from SearsIn the interim, we have closed our file, pending documentation from Ms* ***
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his Refrigerator Upon receipt of Mr*** complaint, we
found that his issue is being addressed via our executive complaint’s department and his case manager is *** *** Ms*** has been in contact with Mr*** via emailAs of the morning of February 28, Ms*** emailed Mr*** a replacement offerAt this point we are waiting for Mr*** to accept and provide Ms*** the model information to process that replacementMs*** contact information is *** *** ** or email at *** Since we have offered to process a replacement and are currently waiting for Mr*** to make his selection we have closed this complaint We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 4, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #11*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding
several transactions in relation to his Shop Your Way Rewards points Sheila *** from our Shop Your Way Rewards (SYWR) contact center soke with Mr*** on January 27, and at that time, all which remained to be resolved, was that he was missing a credit for $to his *** accountThis was issued that same dayIn light of the aforementioned information, 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,*** ***Specialist, Regulatory Complaints*** *** Tell us why here
June 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Home ServicesFirst, we would like to apologize to
Ms*** for failing her expectations in regard to the repair of her dishwasher. Additionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms***Since it appears that Ms*** was not provided with an estimate prior to the repair of her dishwasher, we have processed a refund in the amount of $ The credit should post to Ms*** *** account ending in *** within the next five to seven days business days. Additionally, we would like to assure Ms*** that according to our repair protocol, she should have been given the opportunity to accept or decline the repair prior to its completion. Therefore, the appropriate feedback has been forwarded to the technician’s manager to prevent further issues such as this. With that said, since we have documented Ms*** concerns with the repair process and issued the aforementioned refund, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his Sears Appliance Warranty and service under that warranty
As clarification, when a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” It is unfortunate that we failed Mr*** expectations with his recent repairMr*** confirmed with our service unit that the refrigerator was repaired and is working properlyMr*** asked about food loss coverage, unfortunately food loss is not covered under the Sears Appliance WarrantySince we have repaired Mr*** refrigerator under the terms and conditions of the Sears Appliance Warranty and noted his candid feedback we have closed this case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: the business NEVER called or emailed me using my phone or my sister's phone A Sears rep did leave a message on our home phone at the end of last week after my sister contacted this person directly
Sincerely,
Theresa ***
January 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear MsVirghes:
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the problems he encountered when
he requested to exchange an electric dryer for a gas dryer
Upon receipt of Mr*** complaint we researched the order and the case notes related to his online order of the dryerAccording to the order, Mr*** placed the online order himself and he selected and ordered an electric dryer item *** not the gas dryer item ***Therefore, the correct dryer was deliveredWhen Mr*** called in to request an exchange for the gas dryer at no additional cost, his request was denied since the Black Friday sale had expiredOur records indicate that Mr*** requested to return the dryer for a refundThe unit was picked up on December 21, and we issued a credit of $to Mr*** for the dryer and the protection agreementWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
July 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal We have reviewed both our response and Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. The fact remains that the damage was not reported within business hours (this is noted as a requirement on our site) and the return policy period had expired when Mr*** calledMr., *** will need to work with the manufacturer and any resolution they may be willing to offer him as we are not obligated to honor his request according to our return policy as noted aboveUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr*** case, we do apologize that we failed his expectations, but as this in accordance with our posted policies, our decision is final. 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
January 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer repair
First, we would like to apologize to Mr*** for failing his expectations in regard to his washer repair. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr*** complaint to Territory Manager *** *** for review. While Mr*** was responsible for the cost of repairing his washer, due to the confusion regarding what parts should have been installed, Mr*** agreed to refund Mr*** in full Accordingly, a refund request for $was submitted on January 25, 2016. Mr*** should see a credit post to his *** *** account ending in *** within the next week. In summary, since we have completed the repair to Mr*** washer, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his recent online order experience
and request for a refund We would first like to apologize for any inconvenience Mr*** experience with this matterWe apologize for the delay and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in his order we found that Sears Online processed a refund of $back to his *** account ending in ***For Mr***’s records the return receipt number is *** Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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,
*** ***
Complaint: ***
I am rejecting this response because: Sears HC and *** CMS may have closed the complaint but it's NOT closed as far as I am are concerned*** is in the business of denying claims and limiting litigation, but they did not succeed it this matterI will write Edward S***, CEO and let him know how Sears customers are being treated before a suit is filedHopefully he will be more reasonable than incompetent low level employees of *** and Sears Holding Company.
Sincerely,
Robert ***
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 20, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed our
investigation regarding Mr*** complaint regarding a recent transaction According to our records, Mr*** used the $worth of points in question on order number *** that was placed on December 14, As that money has already been used, we are unable to grant Mr*** request, and we have closed our fileWe 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 *** ***Tell us why here
Nita *** Revdex.com North Wabash Ave, Ste#*** Chicago, IL Re: Susan *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigerator Betty
***, Sears Home Services, Customer Advocate provided the following response:We dispatched a technician to Ms***’s home on September 21, 2016, when a new ice door kit was installedThe unit was tested and was found to be operating as designedMoving forward, if I can be of any additional assistance to Ms***, she can reach me at 412/257-That said 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
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding her water heater Ms***
was authorized to receive comparable a replacement water heater sold by SearsHer replacement unit was installed at no additional cost to her even though the $permit fee was not covered according to the terms of her service contract, which is called the Master Protection Agreement (MPA.) Ms*** was seeking compensation for inconvenience and loss of the use of her covered item, but there are no such provisions in the terms of the MPAIn fact, compensation for nay incidental or consequential losses is specifically excludedHowever, we offered to send her a check for half of the cost she paid for her new service contract or $125.65, and she acceptedThis check was issued on April 5, In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 Complaint Specialist ***
July 21, *** *** 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 non-receipt of his sears.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that refunds of $and $were issued to his *** account ending in *** on July 2, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the 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 possible. We respectfully ask to have this matter closed since we have noted Mr*** comments and the requested 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 *** *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the 1,as good faithI still think they should repair or replace as was promised