Contact Name and Title: *** ***
October 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** * * ***
*** *** ***
We have completed our investigation *** *** complaint regarding Sears Carpet/Duct
Cleaning
Upon receipt of *** ***'s complaint, we contacted the local office for assistanceManager *** *** responded that *** *** is a former employee who resigned to pursue an independent business opportunity, but has since asked for his job back and been deniedIt is *** *** contention that *** *** filed this complaint because he is angry that he was not re-hiredAs to *** ***s allegation that an illegal person completed the cleaning; *** *** explained that the person in question is a long-term employee with an excellent work recordLastly, *** *** declined the duct cleaning service after he was advised that he would not be provided with a discountSince *** ***'s complaint has been found to be without merit, we ask that this matter be closed
We appreciate the opportunity to address this matter
Sincerely,
*** ***
*** *** ***
January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his washer and his request to have
the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** purchased the Master Protection Agreement (MPA) on September 7, 2016. Since purchasing the agreement, Mr*** has had two service calls completed, but only one qualifying repair. On December 1, 2016, under service order ***, no issue was found with the washer; the technician recommended using less soap. Under service order *** (completed December 29, 2016), the technician replaced a control board; this is the only qualifying repair completed under the MPA While we understand that Mr*** is frustrated and feels that his washer has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure…” As we stated previously, Mr*** washer has only had one qualifying repair to dateFurthermore, a review of the notes within the service orders does not show that a replacement was recommended by either technician. With that said, since we have explained why a replacement is currently not an option for Mr*** and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and the delayed delivery date for his refrigerator ordered from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed records indicating that Mr*** placed his first order with a delivery date of December 3, 2016, but this order was cancelled and a new order was placed to accommodate his request to change the form of payment. The original delivery date of December 3rd could not be provided for the second order. Sears Home Delivery Recovery assisted Mr*** at this point and provided him with a substantial discount on a different model that could be scheduled to be delivered on December 22, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. Since Mr*** has already been provided with an equitable resolution and follow up will be completed by our Recovery Team, we have closed our file regarding this matter 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 *** *** *** ***
January 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and non-receipt of his kmart.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with KmartWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we sent an email directly to Mr*** on December 28, 2016, to inform him that we issued a full refund in separate increments totaling of $to his *** account ending in *** and $in points was returned to his Shop Your Way Rewards account on the same date. Mr*** may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
*** *** ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Debra *** #94***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding Sears Home Services and her dryer
Johnnie ***, Assistant Store
Manager of the Sears Outlet in Holland, provided the following response:
After receiving Ms***'s complaint in my office on July 13, 2015, I contacted her to discuss her concernsDuring the conversation it was decided that needed to replace the dryerThat said, a new Whirlpool dryer has been ordered and is scheduled to be delivered to Ms***'s home on Wednesday, July 15, Moving forward, if there are any additional concerns that I can assist with I can be reached at 419-8*** That said, we ask that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
February 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that the product was returned via *** on February 15, Therefore, we processed a refund under return receipt number *** The credit will post to Ms*** account within to business daysIn 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
March 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: ***Michael B*** Dear Ms*** We have completed the investigation of MrB***’s complaint regarding a recent order According
to our records, MrB*** received $back on his *** account as of February 18, An additional credit was issue dot his *** account on February 23, for the remaining $of the $he requestedIn light of the aforementioned information, we have closed our file We apologize to MrB*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
April 5,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the auto center did not
warranty replace the battery to her vehicle
As clarification, when a customer comes in with a concern on their battery, a handheld battery tester is used to test the batteryThe technician goes off the results from the testerIf the tester gives a "Replace Battery" result and prints a warranty replace code, the battery is replacedIf it gives a "Good, Low Charge" result, then it is explained to the consumer that the battery is still fully functioning as expected, but just needs to be fully chargedThe auto center will offer to put it on a charger for the customer and fully charge it and retest itIf after fully charging the battery and it still reads "Good, Low Charge", the battery is not taking a full charge like it should; therefore, the battery will be replaced if under warrantyHowever, if after fully charging the battery and we re-test and get a "Good Battery" result, then the battery is good and reinstalled into the vehicle
In Ms*** case, we tested her battery and told her the result are "Good, low charge"After fully charging the battery it was re-tested and the results were “Good Battery”We would like to note that there are a number of factors can cause a battery to go dead or have a low charge and if the battery itself tests good; such as a current draw, maybe a door left open or a light left onIn order to determine what may have caused the battery to drain, the consumer is than offered to run tests on the alternator and check the condition of the cablesUnfortunately, some consumers are not happy with this and feel we need to swap out the battery immediately no matter whatUltimately, swapping the battery for the sake of swapping it, just to make a consumer feel better, is not how the warranty works and solves nothingA full diagnostics may be needed to try and get to the root cause of the problem that caused the battery to drainThe auto center manager explained to Ms*** that if she has any additional issues with the battery, to please feel free to bring it back for further testingShe can have the battery tested at any Sears Auto Center and if at any point it fails the test, we can then warranty the batteryWith 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
*** *** ***
October 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed our review Mr* *** rebuttal complaint to the previous response provided regarding his refund that has been processed We have reviewed Mr* *** rebuttal complaint, and we do not find that he has brought any new information to his complaintWe understand that he remains dissatisfied with this response and can only apologizeUnfortunately, 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 grantAs stated in our previous response, the checks were processed on October 14th and ten business days from that date would be October 28, In Mr* *** case we do apologize that we failed his expectations, but we feel the refund that was processed and mailed to Mr*** is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed our investigation regarding Ms*** complaint regarding a recent transaction We have spoken with Ms*** in regard to this issueMs*** received the points she was requesting in her letter and we offered to provide her with an additional $worth as a courtesy, which she acceptedIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 14, *** *** 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 when she attempted to return the wine cooler for a full refundWe value her patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience *** *** may have experienced Additionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponAfter reviewing the complaint filed, we were able to speak with her and invited her to the Friends and Family sale so we could meet and resolve the issueWe will return as a Sears Cardholding member and resolve the financial matterShould *** *** have any questions, she may contact our store directly at *** *** We respectfully ask to have this matter closed since we have noted *** *** comments and no further resolution was requested 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:At this time the problem has not been resolved but there is scheduled date for a tech to come out May 2, to check microwaveAt which time I can better inform you
Sincerely,
*** ***
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms***: We have completed the investigation of Mr***’s rebuttal complaint to the previous response provided We have reviewed Mr***’s rebuttal, and we do not find that he has brought any new information to his complaintAs stated in our previous response, Sears Online had already submitted a *** Damage Claim to begin the process of researching the issueAccordingly, a *** Call Tag was processed that same day and a pick up request was scheduled for December 29, An email correspondence was sent to Mr*** advising that the shipper, *** Logistics would be contacting him to arrange a convenient pick up time for the damaged merchandiseMr*** was instructed to ensure that the product is in the original packaging and in an accessible areaAdditionally, Mr*** was informed that a credit would be issued to his account upon receipt of the merchandise at the warehouseIn the interim, we respectfully ask to have this matter closed, pending the return of the merchandise and refund to Mr*** 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
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Terra J *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding problems she had when trying to contact Sears Outlet
Centers when trying to purchase a refrigeratorIt is unfortunate that we failed Ms*** expectations when she called the local Sears Outlet Centers when shopping for a refrigerator We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns were forwarded to the management team of for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleJames ***, Sears Outlet Center, District Sales Manager informed our office that he contacted Ms*** who informed him that she has purchased a new refrigerator from the Centerville Sears storeSince we have noted our response to Ms*** complaint, we respectfully request 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
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,
*** ***
May 31,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the multiple repairs attempts on
his refrigerator and his request for a replacement
We apologize that Mr*** refrigerator failed to meet his expectationsAccording to our records, Mr*** purchased the refrigerator on January 4, and reported that the refrigerator stopped cooling on March 18, Since the refrigerator failed after our day return period, warranty service was scheduledAs clarification, the manufacturer’s one year warranty is for parts and labor to service the refrigerator; product will be replaced if it is non repairableOur technicians made separate service attempts to repair the refrigerator, but it continued to failOn May 23, we contacted Mr*** and offered to exchange the refrigeratorMr*** accepted the offer and requested to exchange and the refrigerator was delivered on May 30, With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes we accepted the offer but out of exhaustion and do not have the time to go to courtWe've been going back and forth for over a month in dealing with SearsAgain, we were charged for services that Sears does not offer, as admitted by Sears in writing
We feel robbed by SearsYes, robbed by SearsSadly, we have stopped going to Sears, the department store and appliance storeSears needs to change the way the franchise owners do businessThey are damaging Sears
My biggest regret is not to check reviews online especially on *** about Sears
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,
Christopher B***
Complaint: ***
I am rejecting this response because: The consumer in California is protected against defective productsBy any reasonable standard, a brand new Stainless Steel BBQ that is barely months old and that is continuously covered from day and well taken would be rendered "defective" if it rusts that quickly
Sincerely,
Ahmad ***
June 21, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Dear Ms*** This letter serves to confirm
that Sears Home Improvement Products (SHIP) has been in contact with Mr*** The SHIP service technician, Pedro, has been out to the home to inspect the wood under the siding. Rotten wood was not found at that time. Mr*** is sending me the color pictures for review so his remaining concerns can be addressed accordingly. Once the pictures have been received and we have a proposed resolution, I will provide you with an update Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** *** ** *** *** ** *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** *** via 1st Class Postage
Contact Name and Title: *** ***
October 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** * * ***
*** *** ***
We have completed our investigation *** *** complaint regarding Sears Carpet/Duct
Cleaning
Upon receipt of *** ***'s complaint, we contacted the local office for assistanceManager *** *** responded that *** *** is a former employee who resigned to pursue an independent business opportunity, but has since asked for his job back and been deniedIt is *** *** contention that *** *** filed this complaint because he is angry that he was not re-hiredAs to *** ***s allegation that an illegal person completed the cleaning; *** *** explained that the person in question is a long-term employee with an excellent work recordLastly, *** *** declined the duct cleaning service after he was advised that he would not be provided with a discountSince *** ***'s complaint has been found to be without merit, we ask that this matter be closed
We appreciate the opportunity to address this matter
Sincerely,
*** ***
*** *** ***
January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his washer and his request to have
the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** purchased the Master Protection Agreement (MPA) on September 7, 2016. Since purchasing the agreement, Mr*** has had two service calls completed, but only one qualifying repair. On December 1, 2016, under service order ***, no issue was found with the washer; the technician recommended using less soap. Under service order *** (completed December 29, 2016), the technician replaced a control board; this is the only qualifying repair completed under the MPA While we understand that Mr*** is frustrated and feels that his washer has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure…” As we stated previously, Mr*** washer has only had one qualifying repair to dateFurthermore, a review of the notes within the service orders does not show that a replacement was recommended by either technician. With that said, since we have explained why a replacement is currently not an option for Mr*** and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and the delayed delivery date for his refrigerator ordered from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed records indicating that Mr*** placed his first order with a delivery date of December 3, 2016, but this order was cancelled and a new order was placed to accommodate his request to change the form of payment. The original delivery date of December 3rd could not be provided for the second order. Sears Home Delivery Recovery assisted Mr*** at this point and provided him with a substantial discount on a different model that could be scheduled to be delivered on December 22, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. Since Mr*** has already been provided with an equitable resolution and follow up will be completed by our Recovery Team, we have closed our file regarding this matter 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 *** *** *** ***
January 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and non-receipt of his kmart.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with KmartWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we sent an email directly to Mr*** on December 28, 2016, to inform him that we issued a full refund in separate increments totaling of $to his *** account ending in *** and $in points was returned to his Shop Your Way Rewards account on the same date. Mr*** may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
*** *** ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Debra *** #94***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding Sears Home Services and her dryer
Johnnie ***, Assistant Store
Manager of the Sears Outlet in Holland, provided the following response:
After receiving Ms***'s complaint in my office on July 13, 2015, I contacted her to discuss her concernsDuring the conversation it was decided that needed to replace the dryerThat said, a new Whirlpool dryer has been ordered and is scheduled to be delivered to Ms***'s home on Wednesday, July 15, Moving forward, if there are any additional concerns that I can assist with I can be reached at 419-8*** That said, we ask that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
February 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that the product was returned via *** on February 15, Therefore, we processed a refund under return receipt number *** The credit will post to Ms*** account within to business daysIn 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
March 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: ***Michael B*** Dear Ms*** We have completed the investigation of MrB***’s complaint regarding a recent order According
to our records, MrB*** received $back on his *** account as of February 18, An additional credit was issue dot his *** account on February 23, for the remaining $of the $he requestedIn light of the aforementioned information, we have closed our file We apologize to MrB*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
April 5,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the auto center did not
warranty replace the battery to her vehicle
As clarification, when a customer comes in with a concern on their battery, a handheld battery tester is used to test the batteryThe technician goes off the results from the testerIf the tester gives a "Replace Battery" result and prints a warranty replace code, the battery is replacedIf it gives a "Good, Low Charge" result, then it is explained to the consumer that the battery is still fully functioning as expected, but just needs to be fully chargedThe auto center will offer to put it on a charger for the customer and fully charge it and retest itIf after fully charging the battery and it still reads "Good, Low Charge", the battery is not taking a full charge like it should; therefore, the battery will be replaced if under warrantyHowever, if after fully charging the battery and we re-test and get a "Good Battery" result, then the battery is good and reinstalled into the vehicle
In Ms*** case, we tested her battery and told her the result are "Good, low charge"After fully charging the battery it was re-tested and the results were “Good Battery”We would like to note that there are a number of factors can cause a battery to go dead or have a low charge and if the battery itself tests good; such as a current draw, maybe a door left open or a light left onIn order to determine what may have caused the battery to drain, the consumer is than offered to run tests on the alternator and check the condition of the cablesUnfortunately, some consumers are not happy with this and feel we need to swap out the battery immediately no matter whatUltimately, swapping the battery for the sake of swapping it, just to make a consumer feel better, is not how the warranty works and solves nothingA full diagnostics may be needed to try and get to the root cause of the problem that caused the battery to drainThe auto center manager explained to Ms*** that if she has any additional issues with the battery, to please feel free to bring it back for further testingShe can have the battery tested at any Sears Auto Center and if at any point it fails the test, we can then warranty the batteryWith 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
*** *** ***
October 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed our review Mr* *** rebuttal complaint to the previous response provided regarding his refund that has been processed We have reviewed Mr* *** rebuttal complaint, and we do not find that he has brought any new information to his complaintWe understand that he remains dissatisfied with this response and can only apologizeUnfortunately, 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 grantAs stated in our previous response, the checks were processed on October 14th and ten business days from that date would be October 28, In Mr* *** case we do apologize that we failed his expectations, but we feel the refund that was processed and mailed to Mr*** is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed our investigation regarding Ms*** complaint regarding a recent transaction We have spoken with Ms*** in regard to this issueMs*** received the points she was requesting in her letter and we offered to provide her with an additional $worth as a courtesy, which she acceptedIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 14, *** *** 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 when she attempted to return the wine cooler for a full refundWe value her patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience *** *** may have experienced Additionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponAfter reviewing the complaint filed, we were able to speak with her and invited her to the Friends and Family sale so we could meet and resolve the issueWe will return as a Sears Cardholding member and resolve the financial matterShould *** *** have any questions, she may contact our store directly at *** *** We respectfully ask to have this matter closed since we have noted *** *** comments and no further resolution was requested 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:At this time the problem has not been resolved but there is scheduled date for a tech to come out May 2, to check microwaveAt which time I can better inform you
Sincerely,
*** ***
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms***: We have completed the investigation of Mr***’s rebuttal complaint to the previous response provided We have reviewed Mr***’s rebuttal, and we do not find that he has brought any new information to his complaintAs stated in our previous response, Sears Online had already submitted a *** Damage Claim to begin the process of researching the issueAccordingly, a *** Call Tag was processed that same day and a pick up request was scheduled for December 29, An email correspondence was sent to Mr*** advising that the shipper, *** Logistics would be contacting him to arrange a convenient pick up time for the damaged merchandiseMr*** was instructed to ensure that the product is in the original packaging and in an accessible areaAdditionally, Mr*** was informed that a credit would be issued to his account upon receipt of the merchandise at the warehouseIn the interim, we respectfully ask to have this matter closed, pending the return of the merchandise and refund to Mr*** 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
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Terra J *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding problems she had when trying to contact Sears Outlet
Centers when trying to purchase a refrigeratorIt is unfortunate that we failed Ms*** expectations when she called the local Sears Outlet Centers when shopping for a refrigerator We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns were forwarded to the management team of for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleJames ***, Sears Outlet Center, District Sales Manager informed our office that he contacted Ms*** who informed him that she has purchased a new refrigerator from the Centerville Sears storeSince we have noted our response to Ms*** complaint, we respectfully request 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
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,
*** ***
May 31,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the multiple repairs attempts on
his refrigerator and his request for a replacement
We apologize that Mr*** refrigerator failed to meet his expectationsAccording to our records, Mr*** purchased the refrigerator on January 4, and reported that the refrigerator stopped cooling on March 18, Since the refrigerator failed after our day return period, warranty service was scheduledAs clarification, the manufacturer’s one year warranty is for parts and labor to service the refrigerator; product will be replaced if it is non repairableOur technicians made separate service attempts to repair the refrigerator, but it continued to failOn May 23, we contacted Mr*** and offered to exchange the refrigeratorMr*** accepted the offer and requested to exchange and the refrigerator was delivered on May 30, With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes we accepted the offer but out of exhaustion and do not have the time to go to courtWe've been going back and forth for over a month in dealing with SearsAgain, we were charged for services that Sears does not offer, as admitted by Sears in writing
We feel robbed by SearsYes, robbed by SearsSadly, we have stopped going to Sears, the department store and appliance storeSears needs to change the way the franchise owners do businessThey are damaging Sears
My biggest regret is not to check reviews online especially on *** about Sears
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,
Christopher B***
Complaint: ***
I am rejecting this response because: The consumer in California is protected against defective productsBy any reasonable standard, a brand new Stainless Steel BBQ that is barely months old and that is continuously covered from day and well taken would be rendered "defective" if it rusts that quickly
Sincerely,
Ahmad ***
June 21, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Dear Ms*** This letter serves to confirm
that Sears Home Improvement Products (SHIP) has been in contact with Mr*** The SHIP service technician, Pedro, has been out to the home to inspect the wood under the siding. Rotten wood was not found at that time. Mr*** is sending me the color pictures for review so his remaining concerns can be addressed accordingly. Once the pictures have been received and we have a proposed resolution, I will provide you with an update Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** *** ** *** *** ** *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** *** via 1st Class Postage