January 25,
Revdex.com
*** *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** *** *** Via: Revdex.com Website
Dear Ms***
Thank you for contacting Sears Home Improvement Products, Inc(SHIP)
regarding your inquiry concerning the above-referenced fileThis letter is to confirm that we have been in contact with Ms*** *** SHIP 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
Ms*** *** began calling SHIP on 12/1/in regards to a storm door which was pulling away from the wood around her entry doorPer our service records, Ms*** *** refused to pay the $service fee for an inspection on 12/1/16, so the service was not openedMs*** *** was outside of her labor warranty at this time, which expired 6/23/She continued to call for our assistance, and SHIP decided to waive the service fee as a goodwill gesture so we could inspect her concernsA service was opened, and our technician went out to the home on 1/12/Our technician found a broken chain on the storm door, as well as a bracket for the closer which was pulled out of the door jambIt was determined that the storm door was ripped out of the door frame, which appears to be caused either by wind or excessive forceOur district production manager, *** *** offered to replace the wood around the frame at a discounted price for Ms*** *** as a courtesyMs*** *** was unhappy with that offer, because she claimed the storm door was broken because of our installation and felt that she didn’t need to pay for this repairPlease be advised that SHIP installed the storm door over her existing door and door frameThe wood appeared to be in good condition at the time of installation and able to support the storm doorThe storm door in question was installed 6/23/A permit was also pulled for the installation, which passed the final inspection with the Village of *** ***
Ms*** *** also alleged that her storm door slammed shut on a neighbor’s child, resulting in an unknown injuryDue to these allegations, I have contacted ***, our third-party claims company, for further handling of the personal injury claimI have notified Ms*** *** that we have contacted *** to assist her with this matter, as we take those allegations very seriouslyMs*** *** responded “not to bother at this point” and that she will take this as far as she can go, and she will have her attorney contact usI advised her to have the attorney send a letter of representation, and we would be more than happy to speak with the attorneyFor further assistance with the personal injury claim, a *** claims examiner will be in contact with her to move forward
Since Ms*** *** expressed her disinterest in moving forward at this present time, we are closing our fileWe will also notify *** that she has advised us not to bother with the claimShe may contact her homeowner’s insurance company in regards to the damages to her storm door and wood frameAt this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Ms*** *** as a customer and apologize for any alleged frustrations she may have experiencedIf you have any questions or concerns, please contact me at *** * ***, or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** *** via 1st Class Regular Mail
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
However, Sears has lost a customer. I will never order from them again
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
My refrigerator is still not fixed and the parts that's causing the problem according to the technician is under warrantySo I'm not sure how the file can be closed and the repair is still not completeThe compressor and evaperator is covered under warranty..so I'm confused with your decisionYou guys sell trash to people and then they are stuck with it
Sincerely,
Devin A***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever I will never do business with Sears again
Sincerely,
Zecheriah T***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the availability of some
chairs he wishes to order We would first like to note that the listing for the chairs in question clearly says “* Limited availability” and “*this is a seasonal item with limited availability and is no longer available in all areas.” As clarification, our website sells items for all of our states and items might be shown on our website that are in stock in one state that are not in stock in another state. This is because most large items that we sell ship out of regional warehouses. Once that region is out of stock on an item, it is not available in that area. While we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basisOnce all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our websiteWhile we can understand Mr*** frustration, at this time the reality remains that the item he was interested in was not available in his regional areaWe apologize for any inconvenience Mr*** may have experienced as a result of this issue, but this is a seasonal item and the availability is limited as noted on the pageIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to the response we provided regarding his request for assistance with his tires and our manager’s inability to reach him by telephone We have reviewed both Sears’ response and Mr*** rebuttal, and we do not find that Mr*** has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, we are unable to proceed in resolving his issue until our manager has the opportunity to speak with him and evaluate his tires. We have forwarded Mr*** rebuttal to *** ***, Manager for Sears Auto Center *** and asked him to attempt to reach Mr*** again today. Again, if Mr*** would like assistance with his tires, he may contact Mr*** ** *** *** We have closed this complaint, pending Mr*** reply or return to Sears Auto Center 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 *** *** *** ***
Complaint: ***
I am waiting for the delivery of the mattress and box spring to close this caseWe had a previously scheduled delivery date that never occurred When the mattress is delivered on the 28th, I will be able to verify that the claim has indeed been satisfied and the case is closedUntil then, please keep the case open until the mattress is indeed deliveredThank you for your patience in helping us resolve this claim.
Sincerely,
Josianne B***
Complaint: ***
I am rejecting this response because:From you reply, what I understand is that Sears never gave out the product to the 'ordered person' based on proof of identity or just two forms/documentsPlease confirm.I have told Mr*** that I am the person who ordered the item, and I gave the order pick up print out form and New York State valid driver's licenseHis attitude was nasty and rudeI strongly feel that I am being discriminated. More over Mr*** told that New York State Valid Drivers license is not a valid form of Id to pick the itemI strongly feel that I am being discriminated hereIn a telephonic coverRecently Sears business office complaint center told over the phone that Valid driver's license is a form of id to pick up the itemFrom your reply, I also understand that only in the past Sears gave out the products based on ID or just two forms/documentsAnd Sears stopped that practice of giving out products based on Id and now Sears requires all three forms/documents if the pickup person is the 'ordered person'Please confirmI am taking this as a very serious, because the attitude of Mr*** was nasty and rudeMore over I strongly feel I was being discriminated hereAlso Mr*** told that New York State license is not a valid form of IDYou mentioned that Store was correct because they asked all three documents for giving out the productBut I strongly feel that if I was an Italian, I will not be harassed like this
Sincerely,
*** ***
December 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint on behalf of friend *** *** regarding her dissatisfaction
that washer failed too soon and the problems she encountered when she attempted to schedule warranty service
It is unfortunate that we failed Ms*** expectations when she recently purchased a new washer for her friend Ms***We value Mr*** 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*** or Ms*** may have experiencedWe want to assure them that that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Upon receipt of Ms*** complaint we researched and were unable to locate the purchase of the washer listed under the phone number or address listed on the complaintWe contacted Ms*** and she provided the purchase information and location of the washerWe contacted Ms*** and we scheduled service for a warranty service on the washerOn December 22, our technician assessed the washer and ordered a cordOur technician is scheduled to return to install the cord on January 5, to install the partWe assured Ms*** that our technician will perform warranty service and if he deems it non repairable, then we would replace the washer as per the warranty
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 that this matter remain closed at this time
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
*** *** ***
Tell us why h*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding a dishwasher purchased from the *** *** Sears Outlet.*** *** manager of the *** *** Sears Outlet provided the following response:As noted in our initial correspondence, the dishwasher was uninstalled and returned to the storeSales check # *** references a refund in the amount of $That said we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***
***Regulatory Claims SpecialistSears Holdings Corporation***ere
June 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding a billing discrepancy Arrangements were made to pick up Mr*** water heater and a refund for the water heater itself was issued today in the amount of $This credit should reflect within 3-business daysMr*** did not pay for delivery as he had a free delivery promotion applied to his orderWe sincerely apologize to Mr*** for any inconvenience he may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear MsVirghes,
We have completed the investigation of Mr*** complaint regarding his recent online order and his
request to receive the shoes ordered After reviewing the complaint filed, we found that Mr*** had previously been in contact with (ECR) Executive Customer Relations, Sears’ escalated complaint departmentECR assisted in monitoring the refund back to his *** account for the order that he did not receiveAdditionally, to resolve this matter the ECR team issued Mr*** $in Shop Your Way Reward points so that a new order could be placed for the shoesThis amount covered the cost of the shoes that had an increase in priceWe confirmed that the shoes were delivered and he was satisfied with this resolutionIn the interim, since an equitable resolution 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
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Elizabeth *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her microwave After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the MicrowaveMs*** has been informed of this offer and has been provided with the necessary information to select a new MicrowaveShe understands that once she makes her selection we will process the replacement in my officeAt this time we are waiting for Ms*** to make her selection and she has my direct contact informationSince it was our understanding that this resolution met with Ms***’s approval, we have closed our file We apologize to Ms*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
October 19,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** & *** ***
Dear Ms***:
We have completed the investigation of Mrand Ms***'s complaint regarding their dissatisfaction with
the delay in receiving the full amount of the gift card that was offered for the problem she encountered with the delivery of her refrigerator
Upon receipt of the ***'s complaint, we researched and discovered that on September 10, two $gift cards were processed to be issued to Ms*** via email; totaling $As clarification, our gift card system's threshold is $Since Ms***'s gift card offer was $700, it had to be split into two separate transactionsAlso, when our system recognizes that a customer is being issued more than one gift card within a day period, it will automatically hold the second gift card in queue (hold) for a manager's approvalThis procedure is set in place to prevent duplicate transactions or concessions being offered to the same customer for the same issue by different departmentsWe apologize that Ms*** was not informed of this process when she was offered the gift card or when she called in to report that she had only received one $gift cardWhen a customer reports that they did not receive a gift card, we submit a research on the gift card to determine if it has been usedOnce the research is completed, then the gift card is cancelled and reissuedRegrettably, our records indicate that we cancelled both $gift cards on September 19, 2015; and we only re-issued one $gift card instead of two
With that being said, on October 14, we processed the additional $gift card and it was emailed to the address listed on the complaintWe also provided Ms*** a detailed list of the gift cards that were processed and then cancelled; as well as the valid gift card numbers that were re-issuedMs*** has confirmed receipt of the two $gift cards totally the $that we had offeredWith that being said, since we have provided the ***'s desired resolution, we have closed our file
Again, we apologize to the ***s 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
*** direct
***@searshc.com
July 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding the assembly
of her father’s treadmill As clarification, this item shipped directly from the manufacturer, *** Fitness, and the carrier they used to deliver the treadmill, *** ***, was to have handled any assembly that may have been requiredHowever, it seems that there was some sort of misunderstanding in that regardWe contacted *** Fitness on July 8, and we were assured that they would contact Ms*** to schedule assembly at no cost to her immediatelyIn 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 *** *** ***
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,
Theo B***
Initial Business Response /* (1000, 13, 2015/05/04) */
May 4,
***
***
***
***
***
***
We have completed our investigation of *** complaint regarding her lawn
mower
It was found that the service order was created incorrectly when she brought it in for service; this caused a delay in the mower being received into the repair centerDue to this delay the repair center has honored *** request for a replacement mower*** confirmed with this office that she has gotten her mower replacement and that she has had an opportunity to use itSince we have replaced *** mower at her request we have closed our case
We apologize to *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
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,
*** * ***
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,
Richard R***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Avril R*** Dear *** *** We have completed our investigation of MrR*** complaint regarding the repairs for his refrigerator We would first like to
point out that *** ***, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** *** Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrR*** contract CCHS confirmed with MrR*** that his refrigerator had been repairedFor customer satisfaction reasons CCHS did refund MrR*** deductable for the delays in service which he acceptedSince it is our understanding that MrR*** refrigerator was repaired we have closed this complaint We apologize to MrR*** 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 LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 25,
Revdex.com
*** *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** *** *** Via: Revdex.com Website
Dear Ms***
Thank you for contacting Sears Home Improvement Products, Inc(SHIP)
regarding your inquiry concerning the above-referenced fileThis letter is to confirm that we have been in contact with Ms*** *** SHIP 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
Ms*** *** began calling SHIP on 12/1/in regards to a storm door which was pulling away from the wood around her entry doorPer our service records, Ms*** *** refused to pay the $service fee for an inspection on 12/1/16, so the service was not openedMs*** *** was outside of her labor warranty at this time, which expired 6/23/She continued to call for our assistance, and SHIP decided to waive the service fee as a goodwill gesture so we could inspect her concernsA service was opened, and our technician went out to the home on 1/12/Our technician found a broken chain on the storm door, as well as a bracket for the closer which was pulled out of the door jambIt was determined that the storm door was ripped out of the door frame, which appears to be caused either by wind or excessive forceOur district production manager, *** *** offered to replace the wood around the frame at a discounted price for Ms*** *** as a courtesyMs*** *** was unhappy with that offer, because she claimed the storm door was broken because of our installation and felt that she didn’t need to pay for this repairPlease be advised that SHIP installed the storm door over her existing door and door frameThe wood appeared to be in good condition at the time of installation and able to support the storm doorThe storm door in question was installed 6/23/A permit was also pulled for the installation, which passed the final inspection with the Village of *** ***
Ms*** *** also alleged that her storm door slammed shut on a neighbor’s child, resulting in an unknown injuryDue to these allegations, I have contacted ***, our third-party claims company, for further handling of the personal injury claimI have notified Ms*** *** that we have contacted *** to assist her with this matter, as we take those allegations very seriouslyMs*** *** responded “not to bother at this point” and that she will take this as far as she can go, and she will have her attorney contact usI advised her to have the attorney send a letter of representation, and we would be more than happy to speak with the attorneyFor further assistance with the personal injury claim, a *** claims examiner will be in contact with her to move forward
Since Ms*** *** expressed her disinterest in moving forward at this present time, we are closing our fileWe will also notify *** that she has advised us not to bother with the claimShe may contact her homeowner’s insurance company in regards to the damages to her storm door and wood frameAt this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Ms*** *** as a customer and apologize for any alleged frustrations she may have experiencedIf you have any questions or concerns, please contact me at *** * ***, or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** *** via 1st Class Regular Mail
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
However, Sears has lost a customer. I will never order from them again
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
My refrigerator is still not fixed and the parts that's causing the problem according to the technician is under warrantySo I'm not sure how the file can be closed and the repair is still not completeThe compressor and evaperator is covered under warranty..so I'm confused with your decisionYou guys sell trash to people and then they are stuck with it
Sincerely,
Devin A***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever I will never do business with Sears again
Sincerely,
Zecheriah T***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the availability of some
chairs he wishes to order We would first like to note that the listing for the chairs in question clearly says “* Limited availability” and “*this is a seasonal item with limited availability and is no longer available in all areas.” As clarification, our website sells items for all of our states and items might be shown on our website that are in stock in one state that are not in stock in another state. This is because most large items that we sell ship out of regional warehouses. Once that region is out of stock on an item, it is not available in that area. While we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basisOnce all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our websiteWhile we can understand Mr*** frustration, at this time the reality remains that the item he was interested in was not available in his regional areaWe apologize for any inconvenience Mr*** may have experienced as a result of this issue, but this is a seasonal item and the availability is limited as noted on the pageIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to the response we provided regarding his request for assistance with his tires and our manager’s inability to reach him by telephone We have reviewed both Sears’ response and Mr*** rebuttal, and we do not find that Mr*** has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, we are unable to proceed in resolving his issue until our manager has the opportunity to speak with him and evaluate his tires. We have forwarded Mr*** rebuttal to *** ***, Manager for Sears Auto Center *** and asked him to attempt to reach Mr*** again today. Again, if Mr*** would like assistance with his tires, he may contact Mr*** ** *** *** We have closed this complaint, pending Mr*** reply or return to Sears Auto Center 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 *** *** *** ***
Complaint: ***
I am waiting for the delivery of the mattress and box spring to close this caseWe had a previously scheduled delivery date that never occurred When the mattress is delivered on the 28th, I will be able to verify that the claim has indeed been satisfied and the case is closedUntil then, please keep the case open until the mattress is indeed deliveredThank you for your patience in helping us resolve this claim.
Sincerely,
Josianne B***
Complaint: ***
I am rejecting this response because:From you reply, what I understand is that Sears never gave out the product to the 'ordered person' based on proof of identity or just two forms/documentsPlease confirm.I have told Mr*** that I am the person who ordered the item, and I gave the order pick up print out form and New York State valid driver's licenseHis attitude was nasty and rudeI strongly feel that I am being discriminated. More over Mr*** told that New York State Valid Drivers license is not a valid form of Id to pick the itemI strongly feel that I am being discriminated hereIn a telephonic coverRecently Sears business office complaint center told over the phone that Valid driver's license is a form of id to pick up the itemFrom your reply, I also understand that only in the past Sears gave out the products based on ID or just two forms/documentsAnd Sears stopped that practice of giving out products based on Id and now Sears requires all three forms/documents if the pickup person is the 'ordered person'Please confirmI am taking this as a very serious, because the attitude of Mr*** was nasty and rudeMore over I strongly feel I was being discriminated hereAlso Mr*** told that New York State license is not a valid form of IDYou mentioned that Store was correct because they asked all three documents for giving out the productBut I strongly feel that if I was an Italian, I will not be harassed like this
Sincerely,
*** ***
December 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint on behalf of friend *** *** regarding her dissatisfaction
that washer failed too soon and the problems she encountered when she attempted to schedule warranty service
It is unfortunate that we failed Ms*** expectations when she recently purchased a new washer for her friend Ms***We value Mr*** 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*** or Ms*** may have experiencedWe want to assure them that that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Upon receipt of Ms*** complaint we researched and were unable to locate the purchase of the washer listed under the phone number or address listed on the complaintWe contacted Ms*** and she provided the purchase information and location of the washerWe contacted Ms*** and we scheduled service for a warranty service on the washerOn December 22, our technician assessed the washer and ordered a cordOur technician is scheduled to return to install the cord on January 5, to install the partWe assured Ms*** that our technician will perform warranty service and if he deems it non repairable, then we would replace the washer as per the warranty
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 that this matter remain closed at this time
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
*** *** ***
Tell us why h*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding a dishwasher purchased from the *** *** Sears Outlet.*** *** manager of the *** *** Sears Outlet provided the following response:As noted in our initial correspondence, the dishwasher was uninstalled and returned to the storeSales check # *** references a refund in the amount of $That said we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***
***Regulatory Claims SpecialistSears Holdings Corporation***ere
June 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding a billing discrepancy Arrangements were made to pick up Mr*** water heater and a refund for the water heater itself was issued today in the amount of $This credit should reflect within 3-business daysMr*** did not pay for delivery as he had a free delivery promotion applied to his orderWe sincerely apologize to Mr*** for any inconvenience he may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear MsVirghes,
We have completed the investigation of Mr*** complaint regarding his recent online order and his
request to receive the shoes ordered After reviewing the complaint filed, we found that Mr*** had previously been in contact with (ECR) Executive Customer Relations, Sears’ escalated complaint departmentECR assisted in monitoring the refund back to his *** account for the order that he did not receiveAdditionally, to resolve this matter the ECR team issued Mr*** $in Shop Your Way Reward points so that a new order could be placed for the shoesThis amount covered the cost of the shoes that had an increase in priceWe confirmed that the shoes were delivered and he was satisfied with this resolutionIn the interim, since an equitable resolution 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
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Elizabeth *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her microwave After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the MicrowaveMs*** has been informed of this offer and has been provided with the necessary information to select a new MicrowaveShe understands that once she makes her selection we will process the replacement in my officeAt this time we are waiting for Ms*** to make her selection and she has my direct contact informationSince it was our understanding that this resolution met with Ms***’s approval, we have closed our file We apologize to Ms*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
October 19,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** & *** ***
Dear Ms***:
We have completed the investigation of Mrand Ms***'s complaint regarding their dissatisfaction with
the delay in receiving the full amount of the gift card that was offered for the problem she encountered with the delivery of her refrigerator
Upon receipt of the ***'s complaint, we researched and discovered that on September 10, two $gift cards were processed to be issued to Ms*** via email; totaling $As clarification, our gift card system's threshold is $Since Ms***'s gift card offer was $700, it had to be split into two separate transactionsAlso, when our system recognizes that a customer is being issued more than one gift card within a day period, it will automatically hold the second gift card in queue (hold) for a manager's approvalThis procedure is set in place to prevent duplicate transactions or concessions being offered to the same customer for the same issue by different departmentsWe apologize that Ms*** was not informed of this process when she was offered the gift card or when she called in to report that she had only received one $gift cardWhen a customer reports that they did not receive a gift card, we submit a research on the gift card to determine if it has been usedOnce the research is completed, then the gift card is cancelled and reissuedRegrettably, our records indicate that we cancelled both $gift cards on September 19, 2015; and we only re-issued one $gift card instead of two
With that being said, on October 14, we processed the additional $gift card and it was emailed to the address listed on the complaintWe also provided Ms*** a detailed list of the gift cards that were processed and then cancelled; as well as the valid gift card numbers that were re-issuedMs*** has confirmed receipt of the two $gift cards totally the $that we had offeredWith that being said, since we have provided the ***'s desired resolution, we have closed our file
Again, we apologize to the ***s 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
*** direct
***@searshc.com
July 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding the assembly
of her father’s treadmill As clarification, this item shipped directly from the manufacturer, *** Fitness, and the carrier they used to deliver the treadmill, *** ***, was to have handled any assembly that may have been requiredHowever, it seems that there was some sort of misunderstanding in that regardWe contacted *** Fitness on July 8, and we were assured that they would contact Ms*** to schedule assembly at no cost to her immediatelyIn 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 *** *** ***
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,
Theo B***
Initial Business Response /* (1000, 13, 2015/05/04) */
May 4,
***
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We have completed our investigation of *** complaint regarding her lawn
mower
It was found that the service order was created incorrectly when she brought it in for service; this caused a delay in the mower being received into the repair centerDue to this delay the repair center has honored *** request for a replacement mower*** confirmed with this office that she has gotten her mower replacement and that she has had an opportunity to use itSince we have replaced *** mower at her request we have closed our case
We apologize to *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
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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,
*** * ***
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,
Richard R***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Avril R*** Dear *** *** We have completed our investigation of MrR*** complaint regarding the repairs for his refrigerator We would first like to
point out that *** ***, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** *** Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrR*** contract CCHS confirmed with MrR*** that his refrigerator had been repairedFor customer satisfaction reasons CCHS did refund MrR*** deductable for the delays in service which he acceptedSince it is our understanding that MrR*** refrigerator was repaired we have closed this complaint We apologize to MrR*** 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 LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***