Complaint: ***
I am rejecting this response because:What kind of a SCAM is Sears running?The technician did not so much as touch the dryer...it may have needed a switch or a belt, but he never examined the machine Furthermore, he included a blower fan in his estimate without ever looking at it...how does someone determine a fan needs to be replaced without looking at it.The response DOES NOT address the absolutely outrageous price of the repair parts How can you jack up the price from your own retail outlet let alone a repair parts store.I purchased a new dryer from another retailer and had it delivered on the Monday after the service call Sears is not the same company that I patronized as did my parents I would have accepted and authorized a REASONABLE repair estimate, but telling me it would cost MORE to repair a year old machine than replacing it with a new machine is an easy decision to make.I want a refund and an apology from Sears.
Sincerely,
Joseph *** Jr
July 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding
her Covershield bar set cover We have spoken with the manufacturer, and they are sending Ms*** a replacementThe manufacturer’s warranty would be administrated by the manufacturerIf there are any further issues in the future, Ms*** may contact them during business hours at *** *** In light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
They did come and worked on the unit so far it is work but if I have any problem more problem I will be get with Sears again, thanks a lot for your help
(The consumer indicated he/she ACCEPTED the response from the business.)
That's the best they would offer, so I figured that was better than nothingI still will never buy from Sears again
Complaint: ***
I am rejecting this response because:Your response is a complete falsehood Another firm was called AFTER your technician refused to honor the warranty by deferring to pre existing conditions None of these pre existing conditions were documented during the first visit Sears is is clear breach of contract
Sincerely,
William ***
September 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Duct Cleaning First, we
would like to apologize to Mr*** for failing his expectations in regard to a recent duct cleaningWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we forwarded the matter to *** *** with Sears Duct Cleaning. Ms*** subsequently contacted the local office for assistance. After obtaining a copy of the repair invoice and a signed Customer Release Form (CRF), the local office issued Mr*** a credit in the amount of $on September 28, 2016, which should post to his account in the next week Since we are providing Mr*** with his requested resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
February 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #***- Debra S*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding a missing refund
According to our records, Ms*** received her refund on February 13, As such, she has been made wholeWe sincerely apologize for the delayWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation Tammie***@searshc.com
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her online order experience and
request to have delivery before June 2, 2016, or an immediate refund We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we found that the merchandise was delivered via *** on June 1, 2016, at approximately 7:04pmAdditionally, 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 upon. In 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
Thank you Sears for agreeing to this, it is appreciated.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Ezra ***
Revdex.com:
I have reviewed the response made by the business in regards to the refrigerator, I am still not happy with the way this was handledIt is unacceptable as to what my family and I had to go through not having a refrigerator for a little more then a monthThis could have been resolved a little faster after knowing that there was a leak that non of the technicians were able to get to. reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
October 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First, we
would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairAdditionally, we forwarded Ms*** complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. *** *** with unit *** was able to find the compressor locally, the only part on back-order from the manufacturer, and move the repair up to October 25, 2016. Our records show that the repair was completed that day; the technician replaced the compressor, drier assembly, condenser and evaporator. Ms*** was not charged for this repair; it was completed under her exceptional parts warranty. The only part Ms*** has paid for, which was not covered, was the control board. Understandably, Ms*** is frustrated that the repair took multiple attempts, but as her unit is three years old, she is not entitled to a refund. Furthermore, as the exceptional parts warranty is the only coverage in effect, a replacement is only an option if the sealed system is un-repairable. To date, the technician has not made such a determination. With that said, as a courtesy, we have processed a refund of the control board that Ms*** was charged for during the initial repair. A credit of $should post to Ms*** *** account ending in *** in the next five to seven business days. In the interim, since we have completed the repair to Ms*** refrigerator, albeit later than expected, and processed the aforementioned service refund, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Mr* *** complaint regarding his recent online order experience and
his request for a refund *** *** Store General Manager for Unit ***, provided the following response: After researching the complaint filed, we contacted Mr*** to address the matter and have decided to issue a creditAccordingly, a refund was issued back to Mr* *** American Express account for the amount in questionAdditionally, we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponShould Mr*** have any questions, he may contact our store directly at *** *** ** *** ***In the interim, since a 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
Complaint: ***
I am rejecting this response because: In my call from Sears I stated that I have yet to confirm that the washer is working properly, since I had one out of three instances when it did not work properly
Sincerely,
*** ***
April 14,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding her dissatisfaction that her *** exercise bicycle
failed too soon and the problem she encountered with the warranty
It is unfortunate that we failed Ms*** expectations when she recently called to report a problem with her *** bikeWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
According to our records, Ms*** purchased the exercise bike on December 26, and the manufacturer’s standard day warranty expired on March 26, The case notes indicate that Ms*** called our customer solutions department on March 25, 2017; one day before the warranty expiredUpon receipt of her complaint from your agency, we contacted Ms*** to discuss her concernsMs*** stated that when she called on March 25, 2017, she reported the problem with the pedal and asked the associate if she should return it or whatSince Ms*** mentioned “return”, the associate informed her that she could not return it because it was over our 30-day return periodWe apologize that the associate did not offer to schedule warranty service to repair the pedal issueWe offered to schedule service on the exercise bike at no charge to Ms***She accepted the offer and service is scheduled for April 17, With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
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
*** *** ***
Contact Name and Title: MELISSA ***
August 10,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: Young-** *** - # 945***
Dear Ms***:
We have completed our investigation Mr*** complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** *or failing his expectations in regard to the repair of his refrigeratorAdditionally, 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 networkWe do not take these matters lightly and we have forwarded Mr*** concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr*** complaint, so that future problems can be avertedOn August 6, 2015, the technician returned to Mr*** home to install a new dryerOnce the dryer was installed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Mr*** may have experienced due to the delay in repairing his refrigeratorAs a conciliatory gesture, our office processed a six-month extension to Mr*** Master Protection Agreement (MPA); the coverage now expires on May 3, With that said, since we have completed the repair to Mr*** refrigerator, albeit later than expected, 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,
Melissa ***
Regulatory Complaints Specialist
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding a bill she
received for a refrigerator repair completed in May of It is regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon researching Ms*** complaint, we found that she previously contacted our Executive Member Service (EMS) group for assistance with her billing issue. Our records show that EMS contacted the National Claims Center to have the bill clearedWe followed up with COE Lead Support Supervisor Christy Doss and she confirmed that the bill in question has been removed from the system. With that said, since we have addressed Ms*** billing issue and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
August 9, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * Jackie P*** Dear Ms*** We have completed the investigation of MsP***’ rebuttal to the response we provided.At some point after MsP*** filed her rebuttal we were able to get her issue over to the underwriter for the Sears Home Warranty since it was their office that provided the referral in questionThey reached out to MsP*** and it was our understanding that they then resolved the issue to MsP***’ satisfactionAgain, we apologize to MsP*** 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: *** ***searshc.com
I KEEP TRYING TO SUBMIT AN IMAGE BUT I CANNOT SUBMIT THIS RESPONSE WITH A PICTURE!! Please help me as I would like to show you my proof of their advertised price in more than one location also!!Complaint: ***I am rejecting this response because: This price was advertised for several daysApparently Sears does not take any responsibility because they can put a disclaimer disqualifying everythingThis seems very convenient for them to not take any responsibilityAnytime a seller decides they do not want to stand behind their advertised price, they are covered by a "disclaimer"!!Also, I REFUSE to contact the seller *** again....they were rude, condescending and not helpful at all and I have shared this information with Sears multiple timesWhy would Sears even suggest that I contact this seller again and subject me to this abusive seller??Also, Sears makes it sound like I am being unreasonable because I refuse to send back the incorrect item until I receive my correct itemI do not feel I am being unreasonable, this seemed to be the only clout I have over this entire situationAnd to update you and Sears, I did send the product back a few days agoHonestly, with all of the money I have spent at Sears over the years, I expected much better from them than this.Sears, stand behind your services and your MarketPlace Seller program. The only resolution I will find fair is to get the vacuum cleaner I ordered at the price that it was advertised for which was the price I ordered it at.Sincerely,*** ***
August 31st,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** / Bill R*** 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
SHIP and MrR*** have reached an amicable resolutionWhen I last spoke to MrR***, he let me know the unit was already repairedIt was apparently fixed prior to our receiving the complaintMrR*** let me know that nothing else is needed to be addressed regarding the repair of the unit at this time
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MrR*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at carlos.c***@***com
Sincerely,
Carlos C*** SHIP/HI Regulatory Complaint Specialist
cc: Bill R*** Via: 1st Class Mail
Complaint: ***
I am rejecting this response because:What kind of a SCAM is Sears running?The technician did not so much as touch the dryer...it may have needed a switch or a belt, but he never examined the machine Furthermore, he included a blower fan in his estimate without ever looking at it...how does someone determine a fan needs to be replaced without looking at it.The response DOES NOT address the absolutely outrageous price of the repair parts How can you jack up the price from your own retail outlet let alone a repair parts store.I purchased a new dryer from another retailer and had it delivered on the Monday after the service call Sears is not the same company that I patronized as did my parents I would have accepted and authorized a REASONABLE repair estimate, but telling me it would cost MORE to repair a year old machine than replacing it with a new machine is an easy decision to make.I want a refund and an apology from Sears.
Sincerely,
Joseph *** Jr
July 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding
her Covershield bar set cover We have spoken with the manufacturer, and they are sending Ms*** a replacementThe manufacturer’s warranty would be administrated by the manufacturerIf there are any further issues in the future, Ms*** may contact them during business hours at *** *** In light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
They did come and worked on the unit so far it is work but if I have any problem more problem I will be get with Sears again, thanks a lot for your help
(The consumer indicated he/she ACCEPTED the response from the business.)
That's the best they would offer, so I figured that was better than nothingI still will never buy from Sears again
Complaint: ***
I am rejecting this response because:Your response is a complete falsehood Another firm was called AFTER your technician refused to honor the warranty by deferring to pre existing conditions None of these pre existing conditions were documented during the first visit Sears is is clear breach of contract
Sincerely,
William ***
September 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Duct Cleaning First, we
would like to apologize to Mr*** for failing his expectations in regard to a recent duct cleaningWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we forwarded the matter to *** *** with Sears Duct Cleaning. Ms*** subsequently contacted the local office for assistance. After obtaining a copy of the repair invoice and a signed Customer Release Form (CRF), the local office issued Mr*** a credit in the amount of $on September 28, 2016, which should post to his account in the next week Since we are providing Mr*** with his requested resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
February 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #***- Debra S*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding a missing refund
According to our records, Ms*** received her refund on February 13, As such, she has been made wholeWe sincerely apologize for the delayWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation Tammie***@searshc.com
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her online order experience and
request to have delivery before June 2, 2016, or an immediate refund We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we found that the merchandise was delivered via *** on June 1, 2016, at approximately 7:04pmAdditionally, 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 upon. In 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
Thank you Sears for agreeing to this, it is appreciated.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Ezra ***
Revdex.com:
I have reviewed the response made by the business in regards to the refrigerator, I am still not happy with the way this was handledIt is unacceptable as to what my family and I had to go through not having a refrigerator for a little more then a monthThis could have been resolved a little faster after knowing that there was a leak that non of the technicians were able to get to. reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
October 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First, we
would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairAdditionally, we forwarded Ms*** complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. *** *** with unit *** was able to find the compressor locally, the only part on back-order from the manufacturer, and move the repair up to October 25, 2016. Our records show that the repair was completed that day; the technician replaced the compressor, drier assembly, condenser and evaporator. Ms*** was not charged for this repair; it was completed under her exceptional parts warranty. The only part Ms*** has paid for, which was not covered, was the control board. Understandably, Ms*** is frustrated that the repair took multiple attempts, but as her unit is three years old, she is not entitled to a refund. Furthermore, as the exceptional parts warranty is the only coverage in effect, a replacement is only an option if the sealed system is un-repairable. To date, the technician has not made such a determination. With that said, as a courtesy, we have processed a refund of the control board that Ms*** was charged for during the initial repair. A credit of $should post to Ms*** *** account ending in *** in the next five to seven business days. In the interim, since we have completed the repair to Ms*** refrigerator, albeit later than expected, and processed the aforementioned service refund, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Mr* *** complaint regarding his recent online order experience and
his request for a refund *** *** Store General Manager for Unit ***, provided the following response: After researching the complaint filed, we contacted Mr*** to address the matter and have decided to issue a creditAccordingly, a refund was issued back to Mr* *** American Express account for the amount in questionAdditionally, we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponShould Mr*** have any questions, he may contact our store directly at *** *** ** *** ***In the interim, since a 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
Complaint: ***
I am rejecting this response because: In my call from Sears I stated that I have yet to confirm that the washer is working properly, since I had one out of three instances when it did not work properly
Sincerely,
*** ***
April 14,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding her dissatisfaction that her *** exercise bicycle
failed too soon and the problem she encountered with the warranty
It is unfortunate that we failed Ms*** expectations when she recently called to report a problem with her *** bikeWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
According to our records, Ms*** purchased the exercise bike on December 26, and the manufacturer’s standard day warranty expired on March 26, The case notes indicate that Ms*** called our customer solutions department on March 25, 2017; one day before the warranty expiredUpon receipt of her complaint from your agency, we contacted Ms*** to discuss her concernsMs*** stated that when she called on March 25, 2017, she reported the problem with the pedal and asked the associate if she should return it or whatSince Ms*** mentioned “return”, the associate informed her that she could not return it because it was over our 30-day return periodWe apologize that the associate did not offer to schedule warranty service to repair the pedal issueWe offered to schedule service on the exercise bike at no charge to Ms***She accepted the offer and service is scheduled for April 17, With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
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
*** *** ***
Contact Name and Title: MELISSA ***
August 10,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: Young-** *** - # 945***
Dear Ms***:
We have completed our investigation Mr*** complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** *or failing his expectations in regard to the repair of his refrigeratorAdditionally, 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 networkWe do not take these matters lightly and we have forwarded Mr*** concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr*** complaint, so that future problems can be avertedOn August 6, 2015, the technician returned to Mr*** home to install a new dryerOnce the dryer was installed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Mr*** may have experienced due to the delay in repairing his refrigeratorAs a conciliatory gesture, our office processed a six-month extension to Mr*** Master Protection Agreement (MPA); the coverage now expires on May 3, With that said, since we have completed the repair to Mr*** refrigerator, albeit later than expected, 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,
Melissa ***
Regulatory Complaints Specialist
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding a bill she
received for a refrigerator repair completed in May of It is regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon researching Ms*** complaint, we found that she previously contacted our Executive Member Service (EMS) group for assistance with her billing issue. Our records show that EMS contacted the National Claims Center to have the bill clearedWe followed up with COE Lead Support Supervisor Christy Doss and she confirmed that the bill in question has been removed from the system. With that said, since we have addressed Ms*** billing issue and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
August 9, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * Jackie P*** Dear Ms*** We have completed the investigation of MsP***’ rebuttal to the response we provided.At some point after MsP*** filed her rebuttal we were able to get her issue over to the underwriter for the Sears Home Warranty since it was their office that provided the referral in questionThey reached out to MsP*** and it was our understanding that they then resolved the issue to MsP***’ satisfactionAgain, we apologize to MsP*** 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: *** ***searshc.com
I KEEP TRYING TO SUBMIT AN IMAGE BUT I CANNOT SUBMIT THIS RESPONSE WITH A PICTURE!! Please help me as I would like to show you my proof of their advertised price in more than one location also!!Complaint: ***I am rejecting this response because: This price was advertised for several daysApparently Sears does not take any responsibility because they can put a disclaimer disqualifying everythingThis seems very convenient for them to not take any responsibilityAnytime a seller decides they do not want to stand behind their advertised price, they are covered by a "disclaimer"!!Also, I REFUSE to contact the seller *** again....they were rude, condescending and not helpful at all and I have shared this information with Sears multiple timesWhy would Sears even suggest that I contact this seller again and subject me to this abusive seller??Also, Sears makes it sound like I am being unreasonable because I refuse to send back the incorrect item until I receive my correct itemI do not feel I am being unreasonable, this seemed to be the only clout I have over this entire situationAnd to update you and Sears, I did send the product back a few days agoHonestly, with all of the money I have spent at Sears over the years, I expected much better from them than this.Sears, stand behind your services and your MarketPlace Seller program. The only resolution I will find fair is to get the vacuum cleaner I ordered at the price that it was advertised for which was the price I ordered it at.Sincerely,*** ***
August 31st,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** / Bill R*** 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
SHIP and MrR*** have reached an amicable resolutionWhen I last spoke to MrR***, he let me know the unit was already repairedIt was apparently fixed prior to our receiving the complaintMrR*** let me know that nothing else is needed to be addressed regarding the repair of the unit at this time
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MrR*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at carlos.c***@***com
Sincerely,
Carlos C*** SHIP/HI Regulatory Complaint Specialist
cc: Bill R*** Via: 1st Class Mail