Initial Business Response /* (1000, 6, 2015/10/14) */
October 14,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed the investigation of Ms.*** complaint
regarding her dissatisfaction with the service provided by the auto center and her allegation that she was over-charged for a part
Upon receipt of Ms.*** complaint we reached out to ***, Auto Center Manager for Store***, to assist with Ms.*** concernsOn October 8, 2015, Mr*** contacted Ms*** and discussed her concerns regarding the service provided on her vehicleAs a good-will gesture, Mr*** offered to issue Ms*** a refund of $for the difference in price for the ERG valveMs*** accepted the offer and stated that she would stop by the auto center to receive the refundWith that being said, since we have provided Ms*** with her desired resolution, we have closed our file
Again, 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They responded to the complaint very well and give me refund for the expense of making sure I was given better customer serviceI am very pleased with how they dealt with the issuw and now I am a happy customer again
March 27, Revdex.com North Wabash Ave., Suite Chicago, IL Our File No: *** Your file No: *** Via: *** Ground /Signature Required 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 Ms*** HVAC complaint was that exhaust was allegedly installed incorrectlyIt was gas utility company who advised Ms*** that the pipe was installed wrong, not SHIPWe are unsure if the HVAC unit is a Sears install because we have no records of installing this unitHowever, we did correct the problem on 3/21/17, at no additional cost to the customerPlease keep in mind this unit is possibly years old. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mrs*** as a customer and apologize for any frustrations or inconveniences with loss of use of the HVAC system she may have experienced. If you have any questions or concerns, please contact me directly at *** *** * *** *** or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** ***
January 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** ** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator First, we
would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. Upon receipt of Ms*** complaint, we reviewed the notes within our service system regarding the refrigerator in question. Ms*** purchased her refrigerator on September 3, 2011, and the Repair Protection Agreement (RPA) currently carried on the unit was renewed on May 10, 2016, and is in effect until July 27, As clarification, the RPA is a repair agreement and only provides for a replacement if the covered product is deemed un-repairable due to unavailability of functional parts or technical information; Ms*** refrigerator was never deemed as such and the last repair was completed on January 25, While we understand that Ms*** would like her refrigerator replaced, we are unable to grant her request. In accordance with the terms of the RPA, we repaired the unit and we will continue to do so while the agreement is in effect As to Ms*** request for food loss reimbursement, the RPA allows reimbursement up to $per year. Ms*** can call our Protection Agreement department at *** *** to file a claimWith that said, 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
July 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 94*** - John ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his customer service experience upon the delivery of
his purchased appliance
We would first like to apologize for not completing the installation of his purchased applianceWith that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr***'s expectationsAfter reviewing Mr***'s complaint and our records, we were able to determine that on the day of delivery, our delivery drivers could not complete the installWe would like to clarity that all customers are provided with the delivery guidelines informing the customer what delivery can installIn the guidelines it states that the customer needs to have a copper line to have the appliance installedWe apologize if this was not provided to Mr***Our records also show that we contacted Mr*** and provided him with a $check for any additional costs he incurred for the change of the water lineIn addition, a $gift card was also providedWe hope that Mr***'s purchased appliance will provide him with long term satisfactionAt this time, since we were able to provide Mr*** with compensation due to not completing the installation of his appliance, we have closed our files
We apologize to Mr*** on behalf of Sears Holdings Corporation for the inconvenience he has experienced and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Ema ***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct 512-***
i***@searshc.com
Complaint: ***
I am rejecting this response because: this is a very disappointing and unaccountable responseI could be mistaken, but I don't think i'm in the minority of consumers that doesn't read every policy and rule in fine print before they make a purchaseHow am I supposed to know that Im purchasing from a compleatly different company when at the end of my purchase it says 'thank you for shopping with sears' and on my credit card statement it shows a purchase form sears holdings? It seems like such a horrible business decision to tell a customer who has shopped with sears for years that they won't honor the vendors return policy that advertises on sears holdings web siteIn addition, the vendor that FAILED TO HONOR THEIR RETURN POLICY THAT WAS WRITTEN ON SEARS' WEBSITE has had tons of complaints against them for EXACTLY the same reason I'm telling you now, that have gone unresolvedThey currently have an 'F' rating on the Revdex.com websiteAgain, maybe I'm alone in this thought, but after seeing that sears is representing other businesses who hold an F for customer satisfaction, I associate that directly with searsAs far as Im concerned, sears also has an FThis has been over three months now and my refund has still not posted on my bank statement (even though, the return policy with this vendor is days and I initiated the return the day after I received it in the mail)I have not ask for anything outside of the return policy, I have been following the return policy exactlyBecause the company who advertises through sears FAILED TO RESPOND TO ME AND TO SEARS AND WILL NOT HONOR THE POICY THAT THEY SHOW ON YOUR WEBITE, I expect you now follow throughI don't think my complaint to the Revdex.com would have gotten me anywhere; I think It was the fact that I have emailed every person in a leadership role I could find to get you to HONOR YOUR RETURN POLICY.You have lost a customer in me and my familyThe response that you don't have to be responsible for the companies that sell on sears.com is very disappointing and I will share with my friendsI hope people see this post before shopping at sears in the future, so they know exactly what sears stands for
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:Though Sears has connected me for possible replacement on 11/22/2016, after the initial call they have not picked up the phone to finalize the replacement of the refrigeratorTherefore I am rejecting due to the incomplete resolution to this issueI have attempted many times to call Sears, in Melrose Park, back but there has been no answerUntil I have an appointment or contact number of someone that can insure the replacement of my faulty fridge I do not see this matter resolved
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/10/26) */
Contact Name and Title: ***
October 26,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed our investigation
Ms.*** complaint regarding his dissatisfaction with a recent duct service completed for her aunt, *** by Sears Duct Cleaning
First, we would like to apologize to Ms.*** and Ms*** for failing their expectations in regard to a recent duct cleaningAdditionally, we would like to assure Ms.*** and Ms*** that we appreciate their 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 these concerns to the local office for further review
Manager *** responded that an equitable agreement has been reachedMs*** will be provided with a $refund once she signs and returns the Customer Release Form (CRF) that is being mailed to herWith that said, since we have documented Ms.*** and Ms***' concerns with the Sears Duct Cleaning and reached the aforementioned resolution, contingent upon the CRF being signed and returned, we ask to have this matter closed
Again, we apologize to Ms.*** and Ms*** and we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I talked it over with my aunt and we think that is a fair offer
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his washer repairFirst, we would like to apologize
to *** *** for failing his expectations in regard to his washer repair. Additionally, we would like to assure *** *** 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 network. Accordingly, we forwarded *** *** complaint to the District Service Manager for review. We do not take these matters lightly and we sincerely regret any inconvenience this situation may have caused *** ***On March 29, 2016, the technician returned to *** *** home to install a new valve; completing the repair. As a conciliatory gesture for any inconvenience *** *** may have experienced, we have submitted a credit request for $50.62, which is 20% of the total cost *** *** paid for the repairs to his washer. *** *** can expect to see a credit post to his *** account ending in *** in the next 7-daysAdditionally, *** *** was not charged for the repair completed on March 29th. In summary, since we have completed the repair to *** *** washer, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
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,
*** ***
January 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 to return the merchandise for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaint and 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 show that Sears Online offered to send a label to return the merchandise on January 8, 2017, however a label was not sent to Ms*** Before proceeding we want to ensure that Ms*** still wishes to return the merchandiseMs*** may contact me via email at *** to confirm whether she would like to return the orderAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** ***December 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding a
tablet that did not work properly
We have received *** *** complaint and apologize that the tablet she purchased failed to work and was missing pieces. Upon further research, we found that *** *** tablet had been returned on December 8, at the Sears store located in the Bronx. That being said, because *** *** has received a refund for her tablet as requested, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
***
***
August 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** Georgelynn I*** Dear *** *** We have completed our investigation of MsI*** rebuttal As clarification, there are no provisions for reimbursement for loss of use of the product, incidental and or consequential damages such as purchasing ice or any inconvenience that may be experienced due to a delay with a repairHowever, we offered the aforementioned concessions as a courtesy in the interest of consumer satisfaction and in consideration of the fact that this repair took longer than normalThe check we sent was for $200.00; we cannot issue moreMsI*** should receive it within the next business daysShe has been provided with a replacement credit and the additional months of coverage has been purchased on her behalfWhile we understand that she was dissatisfied with the service she received, we are unable to grant her request to receive further compensation in regard to this matter Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In MsI*** case, we do apologize that we failed her expectations, but we feel our offers were relative to the circumstances and our decision is final. We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Tammie.S***
Ms*** is not dependable and until I receive the $gift card I am not accepting anythingMs*** does not live in GA, SO SHE HAS NO IDEA WHAT SIGNS WERE POSTEDNO signs were posted, that was the problemMS*** attempted to ***il me a gift card which never came. She cannot be trusted, she has five more days for something to show up in the mail
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
April 14,
*** *** ** *** ** *** ** ***
Our File No: *** Revdex.com File No: *** *** Via: 2day/*** Signature Required
Via: Revdex.com Website
Dear MsHenry
Pursuant to our conversation on 4/4/2017, this letter serves to confirm that Sears Home Improvements (SHIP) has completed the investigation process regarding your countertop contract that was installed on 9/9/As a consumer you were entitled to cancel your contract up until the third business day after signing itThis time period is your right and allows you to change your mind in the event that you experience buyer’s remorse or find a lower price elsewhereYou did not choose to cancel the job during the cancellation time periodWhile we stand behind our products we understand that as a consumer you have to choose what is best for youWe are thankful that you have chosen Sears for your countertop remodel job
As you know, we were contracted to remove and replace your countertop, sink and disposal onlyThat being said, we did not touch your cabinets as this was not within the scope of the contractAny gaps between your cabinets or dishwasher are pre-existingPer the pictures you have provided it looks like that the level is exceptionally close to being evenAs mentioned previously, by the countertop vendor, they could shim the countertop in the areas that you have concernUnfortunately, you declined this resolutionThere is also concern that the leveling issue may be that your dishwasher needs to be leveledSHIP can’t be responsible for the dishwasher since it is not a part of the scope of the contract
Additionally, we don’t see any scratches or seam issues in the pictures you providedIt is inevitable for a seam to be present, which you confirmed that the vendor buffed outAs far as the countertop backsplash concern, this is the standard size for the backsplashYou received what you were contracted for which was a Solid Surface countertop, Pinehurst color
While we understand you are unhappy with the workmanship services, our records indicate that we successfully completed our workmanship warranty repairs, and did so timelyYour original workmanship warranty is for one year from the date of installIt expires on 9/9/Should there be an issue again we are happy to come out and make repairs at no additional costs to you since it is
under the one year warrantyThere would only be a charge if the scratches are caused by customer useFor instance, anything on the counter should have felt sticky pads to avoid any scratchesI have included a copy of the countertop maintenance care booklet for your records
I apologize for any misunderstanding or inconveniences you may have experienced but we have done nothing that would require we reimburse you for anythingAt this time we are closing our file on this matter as we have fulfilled our contractual obligationThank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** extension *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
Enclosed (2)
cc: *** ***, Revdex.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,
Igor R***
August 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dustin H*** - # *** Dear MsV*** We have completed the investigation of MrH***’s rebuttal to our previous response MrH*** pre-paid $and we are willing to issue a refund of $once the part is picked up. The terms of the resolution are not negotiable and if MrH*** does not wish to return the part, a refund will not be issued He is not entitled to keep the part and receive a refund. MrH*** can make arrangements for the part piby calling Stephanie G*** at *** *** In the interim, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
Tell us why here...July 17,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** *** Via: ***
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 affiliatedOn July 15, 2016, during my conversation with Mrs***r, I confirmed that our local service technician serviced the HVAC unit, and it is operatingAdditionally, I confirmed with our Customer that she is satisfied with the HVAC repairI do apologize for the miscommunication with the local service technician, and for any inconveniences and frustrations this may have caused
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs***r as a customer and appreciate their patronageIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Mrand Mrs***r
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
I still have not received what I ordered, but did receive a substitute that is acceptable after two weeks of nightly phone calls
Sincerely,
*** * ***
Complaint: ***
I am rejecting this response because: One, we haven't seen a refundAlthough this is only part of what we askedIt wasn't l*** my mom went there on her free timeShe had to used her limited PTO to go, I had to waste my gas to drive her, and both our times were wasted due to Sears errorThat should be reimbursed on top of the refundTwo, I asked that Sears contact me NOT my momMy mom is an old woman that has mental limits and it was very disrespectful that they jump over me to bother her, especially while she was workingI'm the one that helped her in setting a class with SearsThree, they expect her to used whatever PTO she has left too and for me to waste my gas again even though AGAIN it was their error? We want the reimbursement we originally stated and she will take an online course instead of dealing with SearsI'm sure *** *** doesn't need to be contacted
*** ***S*** Again here are my numbers for them to contact me, not my mom.Cell ***Work ***
Please see attachment
Initial Business Response /* (1000, 6, 2015/10/14) */
October 14,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed the investigation of Ms.*** complaint
regarding her dissatisfaction with the service provided by the auto center and her allegation that she was over-charged for a part
Upon receipt of Ms.*** complaint we reached out to ***, Auto Center Manager for Store***, to assist with Ms.*** concernsOn October 8, 2015, Mr*** contacted Ms*** and discussed her concerns regarding the service provided on her vehicleAs a good-will gesture, Mr*** offered to issue Ms*** a refund of $for the difference in price for the ERG valveMs*** accepted the offer and stated that she would stop by the auto center to receive the refundWith that being said, since we have provided Ms*** with her desired resolution, we have closed our file
Again, 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They responded to the complaint very well and give me refund for the expense of making sure I was given better customer serviceI am very pleased with how they dealt with the issuw and now I am a happy customer again
March 27, Revdex.com North Wabash Ave., Suite Chicago, IL Our File No: *** Your file No: *** Via: *** Ground /Signature Required 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 Ms*** HVAC complaint was that exhaust was allegedly installed incorrectlyIt was gas utility company who advised Ms*** that the pipe was installed wrong, not SHIPWe are unsure if the HVAC unit is a Sears install because we have no records of installing this unitHowever, we did correct the problem on 3/21/17, at no additional cost to the customerPlease keep in mind this unit is possibly years old. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mrs*** as a customer and apologize for any frustrations or inconveniences with loss of use of the HVAC system she may have experienced. If you have any questions or concerns, please contact me directly at *** *** * *** *** or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** ***
January 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** ** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator First, we
would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. Upon receipt of Ms*** complaint, we reviewed the notes within our service system regarding the refrigerator in question. Ms*** purchased her refrigerator on September 3, 2011, and the Repair Protection Agreement (RPA) currently carried on the unit was renewed on May 10, 2016, and is in effect until July 27, As clarification, the RPA is a repair agreement and only provides for a replacement if the covered product is deemed un-repairable due to unavailability of functional parts or technical information; Ms*** refrigerator was never deemed as such and the last repair was completed on January 25, While we understand that Ms*** would like her refrigerator replaced, we are unable to grant her request. In accordance with the terms of the RPA, we repaired the unit and we will continue to do so while the agreement is in effect As to Ms*** request for food loss reimbursement, the RPA allows reimbursement up to $per year. Ms*** can call our Protection Agreement department at *** *** to file a claimWith that said, 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
July 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 94*** - John ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his customer service experience upon the delivery of
his purchased appliance
We would first like to apologize for not completing the installation of his purchased applianceWith that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr***'s expectationsAfter reviewing Mr***'s complaint and our records, we were able to determine that on the day of delivery, our delivery drivers could not complete the installWe would like to clarity that all customers are provided with the delivery guidelines informing the customer what delivery can installIn the guidelines it states that the customer needs to have a copper line to have the appliance installedWe apologize if this was not provided to Mr***Our records also show that we contacted Mr*** and provided him with a $check for any additional costs he incurred for the change of the water lineIn addition, a $gift card was also providedWe hope that Mr***'s purchased appliance will provide him with long term satisfactionAt this time, since we were able to provide Mr*** with compensation due to not completing the installation of his appliance, we have closed our files
We apologize to Mr*** on behalf of Sears Holdings Corporation for the inconvenience he has experienced and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Ema ***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct 512-***
i***@searshc.com
Complaint: ***
I am rejecting this response because: this is a very disappointing and unaccountable responseI could be mistaken, but I don't think i'm in the minority of consumers that doesn't read every policy and rule in fine print before they make a purchaseHow am I supposed to know that Im purchasing from a compleatly different company when at the end of my purchase it says 'thank you for shopping with sears' and on my credit card statement it shows a purchase form sears holdings? It seems like such a horrible business decision to tell a customer who has shopped with sears for years that they won't honor the vendors return policy that advertises on sears holdings web siteIn addition, the vendor that FAILED TO HONOR THEIR RETURN POLICY THAT WAS WRITTEN ON SEARS' WEBSITE has had tons of complaints against them for EXACTLY the same reason I'm telling you now, that have gone unresolvedThey currently have an 'F' rating on the Revdex.com websiteAgain, maybe I'm alone in this thought, but after seeing that sears is representing other businesses who hold an F for customer satisfaction, I associate that directly with searsAs far as Im concerned, sears also has an FThis has been over three months now and my refund has still not posted on my bank statement (even though, the return policy with this vendor is days and I initiated the return the day after I received it in the mail)I have not ask for anything outside of the return policy, I have been following the return policy exactlyBecause the company who advertises through sears FAILED TO RESPOND TO ME AND TO SEARS AND WILL NOT HONOR THE POICY THAT THEY SHOW ON YOUR WEBITE, I expect you now follow throughI don't think my complaint to the Revdex.com would have gotten me anywhere; I think It was the fact that I have emailed every person in a leadership role I could find to get you to HONOR YOUR RETURN POLICY.You have lost a customer in me and my familyThe response that you don't have to be responsible for the companies that sell on sears.com is very disappointing and I will share with my friendsI hope people see this post before shopping at sears in the future, so they know exactly what sears stands for
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:Though Sears has connected me for possible replacement on 11/22/2016, after the initial call they have not picked up the phone to finalize the replacement of the refrigeratorTherefore I am rejecting due to the incomplete resolution to this issueI have attempted many times to call Sears, in Melrose Park, back but there has been no answerUntil I have an appointment or contact number of someone that can insure the replacement of my faulty fridge I do not see this matter resolved
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/10/26) */
Contact Name and Title: ***
October 26,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed our investigation
Ms.*** complaint regarding his dissatisfaction with a recent duct service completed for her aunt, *** by Sears Duct Cleaning
First, we would like to apologize to Ms.*** and Ms*** for failing their expectations in regard to a recent duct cleaningAdditionally, we would like to assure Ms.*** and Ms*** that we appreciate their 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 these concerns to the local office for further review
Manager *** responded that an equitable agreement has been reachedMs*** will be provided with a $refund once she signs and returns the Customer Release Form (CRF) that is being mailed to herWith that said, since we have documented Ms.*** and Ms***' concerns with the Sears Duct Cleaning and reached the aforementioned resolution, contingent upon the CRF being signed and returned, we ask to have this matter closed
Again, we apologize to Ms.*** and Ms*** and we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I talked it over with my aunt and we think that is a fair offer
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his washer repairFirst, we would like to apologize
to *** *** for failing his expectations in regard to his washer repair. Additionally, we would like to assure *** *** 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 network. Accordingly, we forwarded *** *** complaint to the District Service Manager for review. We do not take these matters lightly and we sincerely regret any inconvenience this situation may have caused *** ***On March 29, 2016, the technician returned to *** *** home to install a new valve; completing the repair. As a conciliatory gesture for any inconvenience *** *** may have experienced, we have submitted a credit request for $50.62, which is 20% of the total cost *** *** paid for the repairs to his washer. *** *** can expect to see a credit post to his *** account ending in *** in the next 7-daysAdditionally, *** *** was not charged for the repair completed on March 29th. In summary, since we have completed the repair to *** *** washer, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
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,
*** ***
January 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 to return the merchandise for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaint and 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 show that Sears Online offered to send a label to return the merchandise on January 8, 2017, however a label was not sent to Ms*** Before proceeding we want to ensure that Ms*** still wishes to return the merchandiseMs*** may contact me via email at *** to confirm whether she would like to return the orderAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** ***December 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding a
tablet that did not work properly
We have received *** *** complaint and apologize that the tablet she purchased failed to work and was missing pieces. Upon further research, we found that *** *** tablet had been returned on December 8, at the Sears store located in the Bronx. That being said, because *** *** has received a refund for her tablet as requested, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
***
***
August 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** Georgelynn I*** Dear *** *** We have completed our investigation of MsI*** rebuttal As clarification, there are no provisions for reimbursement for loss of use of the product, incidental and or consequential damages such as purchasing ice or any inconvenience that may be experienced due to a delay with a repairHowever, we offered the aforementioned concessions as a courtesy in the interest of consumer satisfaction and in consideration of the fact that this repair took longer than normalThe check we sent was for $200.00; we cannot issue moreMsI*** should receive it within the next business daysShe has been provided with a replacement credit and the additional months of coverage has been purchased on her behalfWhile we understand that she was dissatisfied with the service she received, we are unable to grant her request to receive further compensation in regard to this matter Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In MsI*** case, we do apologize that we failed her expectations, but we feel our offers were relative to the circumstances and our decision is final. We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Tammie.S***
Ms*** is not dependable and until I receive the $gift card I am not accepting anythingMs*** does not live in GA, SO SHE HAS NO IDEA WHAT SIGNS WERE POSTEDNO signs were posted, that was the problemMS*** attempted to ***il me a gift card which never came. She cannot be trusted, she has five more days for something to show up in the mail
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
April 14,
*** *** ** *** ** *** ** ***
Our File No: *** Revdex.com File No: *** *** Via: 2day/*** Signature Required
Via: Revdex.com Website
Dear MsHenry
Pursuant to our conversation on 4/4/2017, this letter serves to confirm that Sears Home Improvements (SHIP) has completed the investigation process regarding your countertop contract that was installed on 9/9/As a consumer you were entitled to cancel your contract up until the third business day after signing itThis time period is your right and allows you to change your mind in the event that you experience buyer’s remorse or find a lower price elsewhereYou did not choose to cancel the job during the cancellation time periodWhile we stand behind our products we understand that as a consumer you have to choose what is best for youWe are thankful that you have chosen Sears for your countertop remodel job
As you know, we were contracted to remove and replace your countertop, sink and disposal onlyThat being said, we did not touch your cabinets as this was not within the scope of the contractAny gaps between your cabinets or dishwasher are pre-existingPer the pictures you have provided it looks like that the level is exceptionally close to being evenAs mentioned previously, by the countertop vendor, they could shim the countertop in the areas that you have concernUnfortunately, you declined this resolutionThere is also concern that the leveling issue may be that your dishwasher needs to be leveledSHIP can’t be responsible for the dishwasher since it is not a part of the scope of the contract
Additionally, we don’t see any scratches or seam issues in the pictures you providedIt is inevitable for a seam to be present, which you confirmed that the vendor buffed outAs far as the countertop backsplash concern, this is the standard size for the backsplashYou received what you were contracted for which was a Solid Surface countertop, Pinehurst color
While we understand you are unhappy with the workmanship services, our records indicate that we successfully completed our workmanship warranty repairs, and did so timelyYour original workmanship warranty is for one year from the date of installIt expires on 9/9/Should there be an issue again we are happy to come out and make repairs at no additional costs to you since it is
under the one year warrantyThere would only be a charge if the scratches are caused by customer useFor instance, anything on the counter should have felt sticky pads to avoid any scratchesI have included a copy of the countertop maintenance care booklet for your records
I apologize for any misunderstanding or inconveniences you may have experienced but we have done nothing that would require we reimburse you for anythingAt this time we are closing our file on this matter as we have fulfilled our contractual obligationThank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** extension *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
Enclosed (2)
cc: *** ***, Revdex.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,
Igor R***
August 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dustin H*** - # *** Dear MsV*** We have completed the investigation of MrH***’s rebuttal to our previous response MrH*** pre-paid $and we are willing to issue a refund of $once the part is picked up. The terms of the resolution are not negotiable and if MrH*** does not wish to return the part, a refund will not be issued He is not entitled to keep the part and receive a refund. MrH*** can make arrangements for the part piby calling Stephanie G*** at *** *** In the interim, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
Tell us why here...July 17,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** *** Via: ***
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 affiliatedOn July 15, 2016, during my conversation with Mrs***r, I confirmed that our local service technician serviced the HVAC unit, and it is operatingAdditionally, I confirmed with our Customer that she is satisfied with the HVAC repairI do apologize for the miscommunication with the local service technician, and for any inconveniences and frustrations this may have caused
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs***r as a customer and appreciate their patronageIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Mrand Mrs***r
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
I still have not received what I ordered, but did receive a substitute that is acceptable after two weeks of nightly phone calls
Sincerely,
*** * ***
Complaint: ***
I am rejecting this response because: One, we haven't seen a refundAlthough this is only part of what we askedIt wasn't l*** my mom went there on her free timeShe had to used her limited PTO to go, I had to waste my gas to drive her, and both our times were wasted due to Sears errorThat should be reimbursed on top of the refundTwo, I asked that Sears contact me NOT my momMy mom is an old woman that has mental limits and it was very disrespectful that they jump over me to bother her, especially while she was workingI'm the one that helped her in setting a class with SearsThree, they expect her to used whatever PTO she has left too and for me to waste my gas again even though AGAIN it was their error? We want the reimbursement we originally stated and she will take an online course instead of dealing with SearsI'm sure *** *** doesn't need to be contacted
*** ***S*** Again here are my numbers for them to contact me, not my mom.Cell ***Work ***