*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding repairs to his dishwasher*** ***, Sears Home Services, Contractor
Services Manager provided the following response: On Wednesday, December 14, I was advised that repairs to Mr*** dishwasher were completedAfter the installation of the diverter motor, the unit was reassembled, tested and found to be operating as designedIf Mr*** has any further concerns, he can contact me at *** *** *** As a gesture of good faith we have added a month extension to Mr*** Master Protection Agreement which will now be in effect until December 19, That said we ask that this complaint be clsoedWe 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
*** *** ***
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of ***
*** complaint regarding her recent online order
*** *** Store General Manager for Unit ***, provided the following response:
It is unfortunate that we failed *** *** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter receiving the complaint filed we attempted to reach *** *** and left a messageWe were unaware of this issue until we received the complaint however we advised that we would be happy to issue a credit of $as she requestedShould *** *** have any further questions or concerns, she may contact our store directly at *** *** In the interim, we have noted *** *** 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,
*** ***
*** *** ***
*** *** ***
December 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding
his dryer It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his dryerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed the notes in our service system regarding his dryer repair. Mr*** called for service on December 5, 2016, and a Sears technician examined the dryer on December 12, 2016, and he subsequently ordered a motor and heater assembly. The local service unit confirmed that the technician returned to Mr*** home on December 19, 2016, to install the parts and complete the repair. While we understand that Mr*** requested a replacement, the manufacturer’s warranty provides for the repair of the dryerA replacement would only be granted if it was determined that the dryer could not be repaired or there have been an excessive number of repairs during the warranty period In Mr*** case, the dryer was repairable and this was the first repair, so a replacement was not offered. With that said, since we have completed the repair to Mr*** dryer, albeit later than expected, and we have documented his concerns with the repair process, 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
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Karen ***#*** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding Sears Home Services and repairs to her washerHunt Rogers, Sears Home
Services, District Service Manager provided the following response: After reviewing Ms***’ complaint, I authorized her washer for replacementAll Ms*** needs to do is go to her local Sears store and advise her sales associate that her washer was approved for replacementThe sales associate will assist Ms*** in selecting a replacement washer and scheduling the delivery of the new unit and haul away of the old unitSince we have approved Ms***’ washer for replacement, 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
June 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945*** - Peggy & Edwin ***
Dear Ms***:
We have completed the investigation of Mrs*** *omplaint regarding her dissatisfaction that a part for her microwave
is no longer available
We would first like to note that Mrs*** microwave is two years old and not covered under any manufacturer's warranty or from what we can see, a Sears' service contractWith that said, we have verified that the part in question is not available, and while we understand that Mrs*** finds this frustrating, the fact remains that Sears did not manufacture her microwave, LG Electronics did, and we have no control over the availability of parts from any given manufacturerWe did see that other parts for the microwave such as the handle are still availableIt appears that the door is an exceptionWe want to point out that the parts in question are not hindering the functionality of Mrs***s microwave; it is purely a cosmetic issue
Mrs*** has asked for a refund, but our return policy is only valid for ninety days from the date of purchaseThat said, we appreciate Mrs***s patronage and we are willing to send her a door handle free of charge as a courtesyAs an alternative, if Mrs*** is interested in purchasing a new microwave form Sears, we would be willing to discount the cost by 20% off of the lowest priceThis would apply on top of current sales promotions, but would not be not valid on floor model, clearance, close out, previously used or outlet merchandiseThis offer is valid for days from the date of this letter; after that, it will be null and voidSince we are unable to grant Mrs***s request due to the aforementioned information, but we have provided other alternatives as a gesture of goodwill, we respectfully ask that this matter be considered closed
We apologize to Mrs*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Tammie.***@searshc.com
(512) ***
April 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that her dryer failed too soon and the
problem she encountered when she requested service
On April 6, we contacted Ms*** regarding her concern with the dryerShe stated that the repair technician that was sent by *** requested payment to work on the dryerShe stated that the dryer was purchased in November 2016, so he requested a copy of the receipt for warranty verificationMs*** did not have a copy of the receipt and contacted Sears to email her a copyShe was informed that it would be sent to her within hoursMs*** stated that she did not receive the copy of the receipt as promisedWe apologized if she did not receive the copy of the receiptMs*** mentioned that she was unable to continue the conversation at that time and we offered to email her the purchase receipt to the email address listed on her complaint
During the research, we discovered that Ms*** purchased the *** washer and dryer on October 10, 2015, not November as she had indicated on her complaintWe emailed her a copy of the purchase receipt dated October 10, We requested that she provide us with bank documentation as proof of purchase dated November showing a charge from Sears for $As of today, Ms*** has not contacted us or provided the requested documentationWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
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:
I have reviewed the response made by the business in reference to complaint ID 10971519, and find that this resolution is satisfactory to me
Sincerely,
Jie **
Complaint: ***
I am rejecting this response because:Their response that I was compensated wasn't an apology from sears it was an agreement based on the insurance that food loss in my refrigerator would be re-embursedThat money should not be confused as compensation for my time or for take-out I had to purchase every day while my refrigerator was not operational.
Sincerely,
Claudia E***
December 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order
*** *** Store General Manager of Unit *** provided the following response: We would first like to apologize for any inconvenience Ms*** may have experiencedWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the order, our records show that the item was still ‘ready for pick up’ at our storeSince we did not receive a cancellation request in our system, we processed a refund on December 18, Ms*** can expect a credit to her account within to business days from the aforementioned dateShould Ms*** have any questions, she may contact our store directly at *** We hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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
-----Original Message----- *** *** *** ***
*** *** *** *** *** *** **
***
*** *** ***
*** *** ** *** Good Evening Revdex.com, Please be advised that I have received two checks from Sears Holding Corporation totaling $I couldn’t figure out where to go on the Revdex.com website to follow up under my claimIf I need to do so, please advise me of how to access the claim to document receipt of the checks Thanking you in advance, Rashawn D*** *** *** *** ** ***
***
*** ***
Complaint: ***
I am rejecting this response because: My husband or I had to take off work to wait for the Sears technician. Our off days were prescheduled and we had to use our vacation time to wait. Sears cancelled the one day and neither of us had the option to go to work. A lot of good the extra year warranty is going to do since we purchased a new television while waiting for service and the television that was repaired is now going to be packaged in the original box and put into storage.
Sincerely,
Danette F*
December 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have reviewed *** *** rebuttal complaint to the previous response provided and his request for compensationWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed *** *** expectationsWe have reached out to our Shop Your Way Rewards contact regarding the $refund to his account to ensure this was processedWhile Sears does not offer compensation, as a gesture of goodwill we will have an additional $added to his Shop Your Way Rewards account for a total of $*** *** can expect to show this amount posted to his account no later than January 8, In the interim, 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 concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his cancelation of a service order where a part
was ordered and the delay he had encountered in receiving a refund. We would note that when an estimate is accepted and a part is ordered, there is no way to stop the part order once it is in processThis means that in order to issue a refund if the consumer changes their mind, the part has to arrive, be rejected at the moment is being delivered or have a call tag issued or a tech dispatched to pick it up, and then return it back to the warehouseAt this point it should then generate a notice to our billing department to issue a refund, but this does not appear to have happenedInstead, our customer support group spoke to Mr*** and since a refund had not yet been processed, the processed this for $on June 29, 2016, back to the credit card ending in ***This should have posted by now to Mr*** account, but if it did not, he is welcome to contact me via email or phone for further assistancePlease be aware though that I will be out of the office starting today and will not be returning until August 8, In the interim, since our records indicate that a refund was processed a few weeks ago, 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,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears Holding offered $toward another, new, replacement refrigeratorThe lack of competent technicians and the stubborn refusal of Customer Service to repair our refrigerator, we opted to receive a new fridgeThe expected delivery date is August 19thMy wife would not accept a new model with the name Sears on it, so we will get a Whirlpool, which may be the company that makes Sears modelsWe will see what happens
October 4,
*** *** Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** rebuttal regarding the repair of his tractor and the customer service provided
We have Mr***’s rebuttal and he has requested that his case remains open until the service is completedAs previously stated, the part our technician is on back order from the manufacturer which has delayed the repairOn September 28, we reached out to our Parts Management Team to research the part from an alternative distributor and the part was foundWe re-ordered the part on September 29, and we notified Mr*** that the part is expected to arrive on October 13, Mr*** was instructed to contact us when he receives the part and we will schedule service accordingly
Although Mr*** would prefer us to keep his case open until the service call is completed, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr*** has our written commitment to repair his tractorIf our technician deems the unit non repairable, or if there are any further delays with the part order, then we will authorize up to $1,towards a replacement tractor from Sears as per the terms of his agreementTherefore, we feel that keeping this case open during the interim is unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time
We apologize again 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 *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a *** dishwasher purchased from Sears ** *** ***
General Manager of the Sears in Freehold, provided the following response: We would first like to apologize for the inconvenience *** *** has encounteredWe have processed a refund referenced back to Salescheck ***,a copy of which has been provided with this correspondenceIf I can be of any assistance to *** *** I invite her to contact me at ***That said we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
September 11, *** *** Be*** Business Bureau North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of MrsE*** complaint regarding her recent parts order and
her request to receive the part Penny K*** Support Specialist for Sears Parts Direct, provided the following response: It is unfortunate that we failed MrsE*** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this ma***, we confirmed that the part was finally received however MrsE*** explained that she refused deliveryThe part and the shipping were refunded accordingly and MrsE*** declined any concessions or assistanceAdditionally, we hope that in the future MrsE*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possibleIn the interim, since we have confirmed that a full refund has been provided, we respectfully ask to have this ma*** closed We appreciate the opportunity to address this ma***. 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 26,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Mary *** *** - # 9456***
Dear Ms***:
We have completed our investigation Ms*** complaint regarding her concerns with parts that were ordered and not installed
First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairAdditionally, 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 networkWe do not take these matters lightly and we have forwarded Ms*** concerns to the District Service for further reviewWe appreciate the opportunity to address the customer service issue outlined within Ms*** complaint, so that future problems can be avertedOn August 25, 2015, Customer Advocate Linda *** spoke with Ms*** regarding her concernsMs*** assured Ms*** that she would not be charged for the parts or labor, because the service would have been covered under her exceptional parts warranty for the sealed systemSince it is our understanding that Ms*** concerns have been satisfactorily addressed, 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
December 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Clinton A*** - # *** Dear Ms*** We have completed our investigation of MrA*** complaint regarding his refrigerator repair
First, we would like to apologize to MrA*** for failing his expectations in regard to his refrigerator repairAfter receiving MrA*** complaint, Executive Member Support advocate, Arthur S*** reached out to him to assist him with his concerns. MrS*** spoke with MrA*** on November 24, 2017, and he confirmed that the replacement ice maker that was installed on October 24, 2017, is working properly. Furthermore, MrA*** advised that he was pleased with the outcome of his complaint. With that said, since MrA*** repair has been completed to his satisfaction, albeit later than expected, we have closed our file Again, we apologize to MrA*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:This company is going out of business and doesn't give a crap about their customers A manager at *** specifically called me and informed me that my dishwasher was used I purchased several appliances from Sears after my home flooded but I will never use them again because they are frauds I will be contacting my attorney I received a dishwasher that was full of mold and rust and even after calls and a Revdex.com complaint I never received a phone call about my issues from anyone Bad business practices and I wasn't told about your day policy it was in small writing on an email I received from sears Defrauding customers is apparently common for this company.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding repairs to his dishwasher*** ***, Sears Home Services, Contractor
Services Manager provided the following response: On Wednesday, December 14, I was advised that repairs to Mr*** dishwasher were completedAfter the installation of the diverter motor, the unit was reassembled, tested and found to be operating as designedIf Mr*** has any further concerns, he can contact me at *** *** *** As a gesture of good faith we have added a month extension to Mr*** Master Protection Agreement which will now be in effect until December 19, That said we ask that this complaint be clsoedWe 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
*** *** ***
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of ***
*** complaint regarding her recent online order
*** *** Store General Manager for Unit ***, provided the following response:
It is unfortunate that we failed *** *** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter receiving the complaint filed we attempted to reach *** *** and left a messageWe were unaware of this issue until we received the complaint however we advised that we would be happy to issue a credit of $as she requestedShould *** *** have any further questions or concerns, she may contact our store directly at *** *** In the interim, we have noted *** *** 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,
*** ***
*** *** ***
*** *** ***
December 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding
his dryer It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his dryerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed the notes in our service system regarding his dryer repair. Mr*** called for service on December 5, 2016, and a Sears technician examined the dryer on December 12, 2016, and he subsequently ordered a motor and heater assembly. The local service unit confirmed that the technician returned to Mr*** home on December 19, 2016, to install the parts and complete the repair. While we understand that Mr*** requested a replacement, the manufacturer’s warranty provides for the repair of the dryerA replacement would only be granted if it was determined that the dryer could not be repaired or there have been an excessive number of repairs during the warranty period In Mr*** case, the dryer was repairable and this was the first repair, so a replacement was not offered. With that said, since we have completed the repair to Mr*** dryer, albeit later than expected, and we have documented his concerns with the repair process, 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
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Karen ***#*** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding Sears Home Services and repairs to her washerHunt Rogers, Sears Home
Services, District Service Manager provided the following response: After reviewing Ms***’ complaint, I authorized her washer for replacementAll Ms*** needs to do is go to her local Sears store and advise her sales associate that her washer was approved for replacementThe sales associate will assist Ms*** in selecting a replacement washer and scheduling the delivery of the new unit and haul away of the old unitSince we have approved Ms***’ washer for replacement, 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
June 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945*** - Peggy & Edwin ***
Dear Ms***:
We have completed the investigation of Mrs*** *omplaint regarding her dissatisfaction that a part for her microwave
is no longer available
We would first like to note that Mrs*** microwave is two years old and not covered under any manufacturer's warranty or from what we can see, a Sears' service contractWith that said, we have verified that the part in question is not available, and while we understand that Mrs*** finds this frustrating, the fact remains that Sears did not manufacture her microwave, LG Electronics did, and we have no control over the availability of parts from any given manufacturerWe did see that other parts for the microwave such as the handle are still availableIt appears that the door is an exceptionWe want to point out that the parts in question are not hindering the functionality of Mrs***s microwave; it is purely a cosmetic issue
Mrs*** has asked for a refund, but our return policy is only valid for ninety days from the date of purchaseThat said, we appreciate Mrs***s patronage and we are willing to send her a door handle free of charge as a courtesyAs an alternative, if Mrs*** is interested in purchasing a new microwave form Sears, we would be willing to discount the cost by 20% off of the lowest priceThis would apply on top of current sales promotions, but would not be not valid on floor model, clearance, close out, previously used or outlet merchandiseThis offer is valid for days from the date of this letter; after that, it will be null and voidSince we are unable to grant Mrs***s request due to the aforementioned information, but we have provided other alternatives as a gesture of goodwill, we respectfully ask that this matter be considered closed
We apologize to Mrs*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Tammie.***@searshc.com
(512) ***
April 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that her dryer failed too soon and the
problem she encountered when she requested service
On April 6, we contacted Ms*** regarding her concern with the dryerShe stated that the repair technician that was sent by *** requested payment to work on the dryerShe stated that the dryer was purchased in November 2016, so he requested a copy of the receipt for warranty verificationMs*** did not have a copy of the receipt and contacted Sears to email her a copyShe was informed that it would be sent to her within hoursMs*** stated that she did not receive the copy of the receipt as promisedWe apologized if she did not receive the copy of the receiptMs*** mentioned that she was unable to continue the conversation at that time and we offered to email her the purchase receipt to the email address listed on her complaint
During the research, we discovered that Ms*** purchased the *** washer and dryer on October 10, 2015, not November as she had indicated on her complaintWe emailed her a copy of the purchase receipt dated October 10, We requested that she provide us with bank documentation as proof of purchase dated November showing a charge from Sears for $As of today, Ms*** has not contacted us or provided the requested documentationWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
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:
I have reviewed the response made by the business in reference to complaint ID 10971519, and find that this resolution is satisfactory to me
Sincerely,
Jie **
Complaint: ***
I am rejecting this response because:Their response that I was compensated wasn't an apology from sears it was an agreement based on the insurance that food loss in my refrigerator would be re-embursedThat money should not be confused as compensation for my time or for take-out I had to purchase every day while my refrigerator was not operational.
Sincerely,
Claudia E***
December 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order
*** *** Store General Manager of Unit *** provided the following response: We would first like to apologize for any inconvenience Ms*** may have experiencedWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the order, our records show that the item was still ‘ready for pick up’ at our storeSince we did not receive a cancellation request in our system, we processed a refund on December 18, Ms*** can expect a credit to her account within to business days from the aforementioned dateShould Ms*** have any questions, she may contact our store directly at *** We hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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
-----Original Message----- *** *** *** ***
*** *** *** *** *** *** **
***
*** *** ***
*** *** ** *** Good Evening Revdex.com, Please be advised that I have received two checks from Sears Holding Corporation totaling $I couldn’t figure out where to go on the Revdex.com website to follow up under my claimIf I need to do so, please advise me of how to access the claim to document receipt of the checks Thanking you in advance, Rashawn D*** *** *** *** ** ***
***
*** ***
Complaint: ***
*
I am rejecting this response because: My husband or I had to take off work to wait for the Sears technician. Our off days were prescheduled and we had to use our vacation time to wait. Sears cancelled the one day and neither of us had the option to go to work. A lot of good the extra year warranty is going to do since we purchased a new television while waiting for service and the television that was repaired is now going to be packaged in the original box and put into storage.
Sincerely,
Danette F
December 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have reviewed *** *** rebuttal complaint to the previous response provided and his request for compensationWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed *** *** expectationsWe have reached out to our Shop Your Way Rewards contact regarding the $refund to his account to ensure this was processedWhile Sears does not offer compensation, as a gesture of goodwill we will have an additional $added to his Shop Your Way Rewards account for a total of $*** *** can expect to show this amount posted to his account no later than January 8, In the interim, 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 concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his cancelation of a service order where a part
was ordered and the delay he had encountered in receiving a refund. We would note that when an estimate is accepted and a part is ordered, there is no way to stop the part order once it is in processThis means that in order to issue a refund if the consumer changes their mind, the part has to arrive, be rejected at the moment is being delivered or have a call tag issued or a tech dispatched to pick it up, and then return it back to the warehouseAt this point it should then generate a notice to our billing department to issue a refund, but this does not appear to have happenedInstead, our customer support group spoke to Mr*** and since a refund had not yet been processed, the processed this for $on June 29, 2016, back to the credit card ending in ***This should have posted by now to Mr*** account, but if it did not, he is welcome to contact me via email or phone for further assistancePlease be aware though that I will be out of the office starting today and will not be returning until August 8, In the interim, since our records indicate that a refund was processed a few weeks ago, 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,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears Holding offered $toward another, new, replacement refrigeratorThe lack of competent technicians and the stubborn refusal of Customer Service to repair our refrigerator, we opted to receive a new fridgeThe expected delivery date is August 19thMy wife would not accept a new model with the name Sears on it, so we will get a Whirlpool, which may be the company that makes Sears modelsWe will see what happens
October 4,
*** *** Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** rebuttal regarding the repair of his tractor and the customer service provided
We have Mr***’s rebuttal and he has requested that his case remains open until the service is completedAs previously stated, the part our technician is on back order from the manufacturer which has delayed the repairOn September 28, we reached out to our Parts Management Team to research the part from an alternative distributor and the part was foundWe re-ordered the part on September 29, and we notified Mr*** that the part is expected to arrive on October 13, Mr*** was instructed to contact us when he receives the part and we will schedule service accordingly
Although Mr*** would prefer us to keep his case open until the service call is completed, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr*** has our written commitment to repair his tractorIf our technician deems the unit non repairable, or if there are any further delays with the part order, then we will authorize up to $1,towards a replacement tractor from Sears as per the terms of his agreementTherefore, we feel that keeping this case open during the interim is unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time
We apologize again 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 *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a *** dishwasher purchased from Sears ** *** ***
General Manager of the Sears in Freehold, provided the following response: We would first like to apologize for the inconvenience *** *** has encounteredWe have processed a refund referenced back to Salescheck ***,a copy of which has been provided with this correspondenceIf I can be of any assistance to *** *** I invite her to contact me at ***That said we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
September 11, *** *** Be*** Business Bureau North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of MrsE*** complaint regarding her recent parts order and
her request to receive the part Penny K*** Support Specialist for Sears Parts Direct, provided the following response: It is unfortunate that we failed MrsE*** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this ma***, we confirmed that the part was finally received however MrsE*** explained that she refused deliveryThe part and the shipping were refunded accordingly and MrsE*** declined any concessions or assistanceAdditionally, we hope that in the future MrsE*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possibleIn the interim, since we have confirmed that a full refund has been provided, we respectfully ask to have this ma*** closed We appreciate the opportunity to address this ma***. 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 26,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Mary *** *** - # 9456***
Dear Ms***:
We have completed our investigation Ms*** complaint regarding her concerns with parts that were ordered and not installed
First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairAdditionally, 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 networkWe do not take these matters lightly and we have forwarded Ms*** concerns to the District Service for further reviewWe appreciate the opportunity to address the customer service issue outlined within Ms*** complaint, so that future problems can be avertedOn August 25, 2015, Customer Advocate Linda *** spoke with Ms*** regarding her concernsMs*** assured Ms*** that she would not be charged for the parts or labor, because the service would have been covered under her exceptional parts warranty for the sealed systemSince it is our understanding that Ms*** concerns have been satisfactorily addressed, 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
December 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Clinton A*** - # *** Dear Ms*** We have completed our investigation of MrA*** complaint regarding his refrigerator repair
First, we would like to apologize to MrA*** for failing his expectations in regard to his refrigerator repairAfter receiving MrA*** complaint, Executive Member Support advocate, Arthur S*** reached out to him to assist him with his concerns. MrS*** spoke with MrA*** on November 24, 2017, and he confirmed that the replacement ice maker that was installed on October 24, 2017, is working properly. Furthermore, MrA*** advised that he was pleased with the outcome of his complaint. With that said, since MrA*** repair has been completed to his satisfaction, albeit later than expected, we have closed our file Again, we apologize to MrA*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:This company is going out of business and doesn't give a crap about their customers A manager at *** specifically called me and informed me that my dishwasher was used I purchased several appliances from Sears after my home flooded but I will never use them again because they are frauds I will be contacting my attorney I received a dishwasher that was full of mold and rust and even after calls and a Revdex.com complaint I never received a phone call about my issues from anyone Bad business practices and I wasn't told about your day policy it was in small writing on an email I received from sears Defrauding customers is apparently common for this company.
Sincerely,
*** ***