September 14, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] –Daneece [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her recent experience Store Manager Carlos [redacted] provided the following response: I have spoken with Ms [redacted] and arrangements have been made to provide her with the discount she was seekingIt was also my understanding that she had been given $worth of Shop Your Way Rewards points in connection with this issue as wellShould Ms [redacted] have any further questions, I (Carlos) may be reached during business hours at (912) 267-In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tell us why here
Complaint [redacted] I am rejecting this response because:Sears process resulted in an inconvenience of mileage and time min drive/hr time-frame for an item I did not authorizeFor the inconvenience, mileage/time I'd like to be compensated with a gift card at minimum of $Sincerely, [redacted] ***
December 22, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Robin [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay in receiving a copy of the protection agreement that she purchased along with her tractor Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service customer furtherOn November 27, we contacted Ms [redacted] and assured her that the Repair Protection Agreement (RPA) that she purchased for her tractor is listed under her nameThe RPA is active and the tractor is coveredWe reached out to our contract department for assistance in regards to sending Ms [redacted] another copy of the certificateOur contract confirmed that an email copy was sent on November 27, and a copy was also mailed to Ms***With that being said, since we have addressed the issue brought forth in Ms***’s complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct Matilda[redacted] @searshc.com
June 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal Although the terms of cancelation for [redacted] RPA state that only a pro-rated refund will be provided, we have issued a check for the full amount as a courtesyThe check has to be sent to the purchaser, [redacted] address, but it should arrive in 10-business daysIn light of the aforementioned information, we respectfully ask that this matter remain closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Sara Pomare [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her request for a refund for a refrigerator she purchased from Sears and alleges was not deliveredWe previously explained that the refrigerator purchase Ms [redacted] states was completed June 10, 2015,and was not received or refunded to her, was processed on June 11, 2015, and delivered to a third party, [redacted] Grace, on June 15, Ms [redacted] placed another refrigerator order on June 4, 2015; however, it was the second order placed at a later date, June 10, 2015, that she claimed she did not receive Ms [redacted] called about this order approximately one year later, on May 23, She informed our agents that she did not receive delivery or any calls concerning the refrigerator for the order she placed on June 4, Our agents reviewed our records and found that the icemaker and haul away fee were refunded for the order placed on June 4, 2015, but they did not at any time state that they confirmed that Ms [redacted] did not receive either refrigerator Additionally, we did not find any call records for the period surrounding the delivery dates of these refrigerators that would support Ms [redacted] ’s statement that one of the refrigerators was not received by the appropriate party or that there was any problem with the deliveryIn fact, our records show that Ms [redacted] entered different apartment numbers for the delivery addresses of the aforementioned orders Therefore, as it stands Ms [redacted] placed two separate orders for different model refrigerators and had them delivered to different addresses Sears completed these deliveries and as such, Sears has not failed to provide Ms [redacted] with either product For the aforementioned reasons, we are unable to honor Ms [redacted] ’s request for a refund on either of the two aforementioned orders and have closed our file regarding this matterWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
Contact Name and Title: [redacted] October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation [redacted] complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her dishwasherAdditionally, we would like to assure [redacted] 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 [redacted] concerns to the District Service Manager for further reviewWe appreciate the opportunity to address the customer service issues outlined within [redacted] complaint, so that future problems can be averted On October 22, 2015, [redacted] dishwasher was authorized for an in-warranty exchange, due to a part being on back-orderOur records show that [redacted] selected a new dishwasher on October 24, 2015, and is expecting installation within the next few daysWith that said, since [redacted] is being provided with a new dishwasher, and we have documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted]
March 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears OpticalFirst, we would like to apologize to [redacted] and her son, ***, for failing their expectations in regard to recently purchased eyeglassesAdditionally, we would like to assure [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly and we sincerely regret any inconvenience we may have caused her and her sonIn accordance with [redacted] request, Sears Optical has agreed to replace [redacted] frames Once the new frames arrive, the [redacted] will be contacted to return to the store to complete the swap Since we are providing [redacted] with her requested resolution, we ask that this matter be closedAgain, we apologize to [redacted] and her son, [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
December 9, 2015Nita [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Amanda R [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] ’s complaint regarding a delay in parts to service her range.Our records show that Ms [redacted] ’s range was repaired on November 21, and a new door assembly was put inThere was a delay in receiving the part needed to complete her repairs from the manufacture, but we were able to replace the door assembly If Ms [redacted] is still in need of assistance she can contact me directly at [redacted] Since it is our understanding that the repairs have addressed the issues she was having with the range we have closed our case.We apologize to Ms [redacted] 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,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com
July 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his central a/c repair It is regrettable that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his central a/c unitWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to Mr [redacted] for any inconvenience we may have caused him Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Barbara Lawrence with unit [redacted] subsequently spoke with Mr [redacted] regarding his service experience MsL [redacted] agreed to refund Mr [redacted] for the repair and she submitted a refund request on July 12, Mr [redacted] should see a credit in the amount of $post to his [redacted] account ending in [redacted] in the next seven to ten days In the interim, since it is our understanding that Mr [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) sears rep Mr Rich took care of minor repair very next day by sending knowledgeable technician to repair my air-aircondition my air condition is up and working fine star customer service by Mr Rich GREAT DOING BUSINESS WITH U I WILL KEEP MY SEARS WARRANTY ON Thanks
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Reida M***
March 21, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] * Charnetta H [redacted] Dear [redacted] We have completed the investigation of MsH [redacted] complaint regarding her washer/dryer combo unitUpon investigation of MsH [redacted] complaint, we found that she had been speaking with Customer Solutions and was initially told that she would receive a replacementHowever, we could not find that this was communicated to MsH [redacted] Accordingly, we contacted her on March 17, 2018, and offered to replace her Washer/Dryer combo unit; she is currently scheduled for delivery on March 23, Should MsH [redacted] have any additional questions or concerns prior to March 23, 2018, she can contact me at [redacted] or via email at Robert.Z [redacted] With that said, since we are waiting to follow up with MsH [redacted] after her completed deliveryWe have closed our file We apologize to MsH [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Robert Z***REGULATORY SPECIALIST, Regulatory Complaints Tell us why here
October 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] [redacted] Dear MsVirghes: [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding the multiple repairs of her refrigerator We have received Ms [redacted] rebuttal and would like to note that her refrigerator was repaired on 10/05/and is working as designed per our technician While we understand that Ms [redacted] would like a replacement, she does not currently qualify under the terms of her manufacturer’s warranty Unfortunately, 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 Ms [redacted] case we do apologize that we failed her expectations, but we feel that repairing the refrigerator is relative to the circumstances and our decision is final We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
January 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator Although several attempts were made to repair Ms [redacted] refrigerator, the repairs did not provide a long-term resolution Therefore, a replacement was authorized for Ms [redacted] under her Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current refrigerator, it was determined that $3,would provide her with a comparable replacement under her MPA Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her Ms [redacted] will need to provide the telephone number on record, ( [redacted] to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until July 28, With that said, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, James M***
April 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding the service on her washer After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washerMs [redacted] has selected a new washer and delivery is setMs [redacted] has my direct contact number if she is still in need of assistanceSince it is our understanding that this resolution met with Ms [redacted] approval, we have closed our file We apologize to Ms [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: [redacted] Contact Phone: [redacted] October 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Shandra [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***'s complaint regarding her recent online order It is unfortunate that we failed Ms***'s expectations when she recently attempted to return an online order to her local storeWe 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 avertedAccordingly, a refund has been processed in two separate amountsFor Ms***'s records the first refund of $was processed on return receipt number The second refund of $was processed under return receipt number Both amounts were credited back to Ms***'s Visa account ending in Ms [redacted] can expect to see the credit post to her account within to business daysAdditionally, we requested a credit of her Shop Your Way Rewards points in the amount of $In the interim, since a full refund has been processed back to her Visa account and her Shop Your Way Rewards account, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator.Sears has processed the in warranty exchange of Ms [redacted] refrigeratorThe new [redacted] unit has been ordered and is scheduled to be delivered to her home on March 2, At this time, since we have noted the actions taken to resolve Ms [redacted] concerns, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Claims SpecialistSears Holdings Corporation [redacted] Tell us why here
November 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Mitchell [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the charges he was incurred for an in-home visit to assess his refrigerator As clarification, when a customer calls or contacts us online for service on an item that is not covered under a warranty, we inform them of the minimum charge applicable in their area and that it is non-refundableThat script indicates that our minimum charge (of $99) includes product inspection and an estimate of labor and part costsWe note that other costs will only apply once the estimate has been approvedIf the repair is completed, this fee is covered by the repair costIf the consumer declines the estimate, they will be responsible for the above chargeFurthermore, Sears does have a day satisfaction guarantee and Mr [redacted] did not contact Sears for a second opinion Since Mr [redacted] mentioned in his complaint that another service provider repaired the refrigerator, and it was not related to the compressor, we requested a copy of the service invoiceMr [redacted] provided a copy of the invoice which indicated that a relay was the issueFor customer satisfaction, we issued Mr [redacted] a refund of $for our diagnostic feeMr [redacted] should receive the refund in the form of a bank check with – weeksWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
December 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal When Ms [redacted] returned her merchandise, the points were returned, but they were bonus points that had to be used within days so they expiredHowever, in the interest of resolving this matter, we have added the $in points back into her account as a courtesyThese points will be valid for year as an additional gesture of goodwillAccordingly, we ask that this matter remain closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 14, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] –Daneece [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her recent experience Store Manager Carlos [redacted] provided the following response: I have spoken with Ms [redacted] and arrangements have been made to provide her with the discount she was seekingIt was also my understanding that she had been given $worth of Shop Your Way Rewards points in connection with this issue as wellShould Ms [redacted] have any further questions, I (Carlos) may be reached during business hours at (912) 267-In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tell us why here
Complaint [redacted] I am rejecting this response because:Sears process resulted in an inconvenience of mileage and time min drive/hr time-frame for an item I did not authorizeFor the inconvenience, mileage/time I'd like to be compensated with a gift card at minimum of $Sincerely, [redacted] ***
December 22, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Robin [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay in receiving a copy of the protection agreement that she purchased along with her tractor Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service customer furtherOn November 27, we contacted Ms [redacted] and assured her that the Repair Protection Agreement (RPA) that she purchased for her tractor is listed under her nameThe RPA is active and the tractor is coveredWe reached out to our contract department for assistance in regards to sending Ms [redacted] another copy of the certificateOur contract confirmed that an email copy was sent on November 27, and a copy was also mailed to Ms***With that being said, since we have addressed the issue brought forth in Ms***’s complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct Matilda[redacted] @searshc.com
June 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal Although the terms of cancelation for [redacted] RPA state that only a pro-rated refund will be provided, we have issued a check for the full amount as a courtesyThe check has to be sent to the purchaser, [redacted] address, but it should arrive in 10-business daysIn light of the aforementioned information, we respectfully ask that this matter remain closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Sara Pomare [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her request for a refund for a refrigerator she purchased from Sears and alleges was not deliveredWe previously explained that the refrigerator purchase Ms [redacted] states was completed June 10, 2015,and was not received or refunded to her, was processed on June 11, 2015, and delivered to a third party, [redacted] Grace, on June 15, Ms [redacted] placed another refrigerator order on June 4, 2015; however, it was the second order placed at a later date, June 10, 2015, that she claimed she did not receive Ms [redacted] called about this order approximately one year later, on May 23, She informed our agents that she did not receive delivery or any calls concerning the refrigerator for the order she placed on June 4, Our agents reviewed our records and found that the icemaker and haul away fee were refunded for the order placed on June 4, 2015, but they did not at any time state that they confirmed that Ms [redacted] did not receive either refrigerator Additionally, we did not find any call records for the period surrounding the delivery dates of these refrigerators that would support Ms [redacted] ’s statement that one of the refrigerators was not received by the appropriate party or that there was any problem with the deliveryIn fact, our records show that Ms [redacted] entered different apartment numbers for the delivery addresses of the aforementioned orders Therefore, as it stands Ms [redacted] placed two separate orders for different model refrigerators and had them delivered to different addresses Sears completed these deliveries and as such, Sears has not failed to provide Ms [redacted] with either product For the aforementioned reasons, we are unable to honor Ms [redacted] ’s request for a refund on either of the two aforementioned orders and have closed our file regarding this matterWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
Contact Name and Title: [redacted] October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation [redacted] complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her dishwasherAdditionally, we would like to assure [redacted] 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 [redacted] concerns to the District Service Manager for further reviewWe appreciate the opportunity to address the customer service issues outlined within [redacted] complaint, so that future problems can be averted On October 22, 2015, [redacted] dishwasher was authorized for an in-warranty exchange, due to a part being on back-orderOur records show that [redacted] selected a new dishwasher on October 24, 2015, and is expecting installation within the next few daysWith that said, since [redacted] is being provided with a new dishwasher, and we have documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted]
March 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears OpticalFirst, we would like to apologize to [redacted] and her son, ***, for failing their expectations in regard to recently purchased eyeglassesAdditionally, we would like to assure [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly and we sincerely regret any inconvenience we may have caused her and her sonIn accordance with [redacted] request, Sears Optical has agreed to replace [redacted] frames Once the new frames arrive, the [redacted] will be contacted to return to the store to complete the swap Since we are providing [redacted] with her requested resolution, we ask that this matter be closedAgain, we apologize to [redacted] and her son, [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
December 9, 2015Nita [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Amanda R [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] ’s complaint regarding a delay in parts to service her range.Our records show that Ms [redacted] ’s range was repaired on November 21, and a new door assembly was put inThere was a delay in receiving the part needed to complete her repairs from the manufacture, but we were able to replace the door assembly If Ms [redacted] is still in need of assistance she can contact me directly at [redacted] Since it is our understanding that the repairs have addressed the issues she was having with the range we have closed our case.We apologize to Ms [redacted] 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,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com
July 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his central a/c repair It is regrettable that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his central a/c unitWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to Mr [redacted] for any inconvenience we may have caused him Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Barbara Lawrence with unit [redacted] subsequently spoke with Mr [redacted] regarding his service experience MsL [redacted] agreed to refund Mr [redacted] for the repair and she submitted a refund request on July 12, Mr [redacted] should see a credit in the amount of $post to his [redacted] account ending in [redacted] in the next seven to ten days In the interim, since it is our understanding that Mr [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) sears rep Mr Rich took care of minor repair very next day by sending knowledgeable technician to repair my air-aircondition my air condition is up and working fine star customer service by Mr Rich GREAT DOING BUSINESS WITH U I WILL KEEP MY SEARS WARRANTY ON Thanks
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Reida M***
March 21, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] * Charnetta H [redacted] Dear [redacted] We have completed the investigation of MsH [redacted] complaint regarding her washer/dryer combo unitUpon investigation of MsH [redacted] complaint, we found that she had been speaking with Customer Solutions and was initially told that she would receive a replacementHowever, we could not find that this was communicated to MsH [redacted] Accordingly, we contacted her on March 17, 2018, and offered to replace her Washer/Dryer combo unit; she is currently scheduled for delivery on March 23, Should MsH [redacted] have any additional questions or concerns prior to March 23, 2018, she can contact me at [redacted] or via email at Robert.Z [redacted] With that said, since we are waiting to follow up with MsH [redacted] after her completed deliveryWe have closed our file We apologize to MsH [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Robert Z***REGULATORY SPECIALIST, Regulatory Complaints Tell us why here
October 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] [redacted] Dear MsVirghes: [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding the multiple repairs of her refrigerator We have received Ms [redacted] rebuttal and would like to note that her refrigerator was repaired on 10/05/and is working as designed per our technician While we understand that Ms [redacted] would like a replacement, she does not currently qualify under the terms of her manufacturer’s warranty Unfortunately, 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 Ms [redacted] case we do apologize that we failed her expectations, but we feel that repairing the refrigerator is relative to the circumstances and our decision is final We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
January 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator Although several attempts were made to repair Ms [redacted] refrigerator, the repairs did not provide a long-term resolution Therefore, a replacement was authorized for Ms [redacted] under her Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current refrigerator, it was determined that $3,would provide her with a comparable replacement under her MPA Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her Ms [redacted] will need to provide the telephone number on record, ( [redacted] to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until July 28, With that said, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, James M***
April 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding the service on her washer After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washerMs [redacted] has selected a new washer and delivery is setMs [redacted] has my direct contact number if she is still in need of assistanceSince it is our understanding that this resolution met with Ms [redacted] approval, we have closed our file We apologize to Ms [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: [redacted] Contact Phone: [redacted] October 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Shandra [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***'s complaint regarding her recent online order It is unfortunate that we failed Ms***'s expectations when she recently attempted to return an online order to her local storeWe 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 avertedAccordingly, a refund has been processed in two separate amountsFor Ms***'s records the first refund of $was processed on return receipt number The second refund of $was processed under return receipt number Both amounts were credited back to Ms***'s Visa account ending in Ms [redacted] can expect to see the credit post to her account within to business daysAdditionally, we requested a credit of her Shop Your Way Rewards points in the amount of $In the interim, since a full refund has been processed back to her Visa account and her Shop Your Way Rewards account, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator.Sears has processed the in warranty exchange of Ms [redacted] refrigeratorThe new [redacted] unit has been ordered and is scheduled to be delivered to her home on March 2, At this time, since we have noted the actions taken to resolve Ms [redacted] concerns, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Claims SpecialistSears Holdings Corporation [redacted] Tell us why here
November 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Mitchell [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the charges he was incurred for an in-home visit to assess his refrigerator As clarification, when a customer calls or contacts us online for service on an item that is not covered under a warranty, we inform them of the minimum charge applicable in their area and that it is non-refundableThat script indicates that our minimum charge (of $99) includes product inspection and an estimate of labor and part costsWe note that other costs will only apply once the estimate has been approvedIf the repair is completed, this fee is covered by the repair costIf the consumer declines the estimate, they will be responsible for the above chargeFurthermore, Sears does have a day satisfaction guarantee and Mr [redacted] did not contact Sears for a second opinion Since Mr [redacted] mentioned in his complaint that another service provider repaired the refrigerator, and it was not related to the compressor, we requested a copy of the service invoiceMr [redacted] provided a copy of the invoice which indicated that a relay was the issueFor customer satisfaction, we issued Mr [redacted] a refund of $for our diagnostic feeMr [redacted] should receive the refund in the form of a bank check with – weeksWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
December 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal When Ms [redacted] returned her merchandise, the points were returned, but they were bonus points that had to be used within days so they expiredHowever, in the interest of resolving this matter, we have added the $in points back into her account as a courtesyThese points will be valid for year as an additional gesture of goodwillAccordingly, we ask that this matter remain closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation