May 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction...
with our customer service team’s response to her request for a refund for a dress she ordered from sears.com. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have sent an email directly to [redacted] to inform her that on May 4, 2016, we issued a refund of $26.52 to he[redacted] account as a customer satisfaction gesture. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I will wait until I receive my check before I will consider this resolved.
Sincerely,
[redacted]
September 26, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Corry D. [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding the problems he encountered when he...
attempted to file a replacement warranty claim for his weedwacker.
It is unfortunate that we failed Mr. [redacted]’s expectations when he recently filed for a warranty replacement through his Sears Purchase Protect for the weedwacker. We value Mr. [redacted]’s patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his 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 Mr. [redacted]’s complaint we reached out to Teagra [redacted] with Sears Purchase Protect to assist with Mr. [redacted]’s concern. Teagra [redacted] confirmed that the calls related to Mr. [redacted]’s claim were reviewed. We would like to note that when filing a claim there are a series of questions that our agents have to ask the customer in order to see if the item qualifies under the terms of the contract. When Mr. [redacted] called in to file a claim on his weedwacker, the agent asked what happened. Mr. [redacted] indicated that he had his weedwacker on his trailer and when he went to take it off, the spool head fell off the pole. When asked what the weedwacker is used for, Mr. [redacted] indicated that he uses his weedwacker for personal use. At that time, the agent indicated that she would file the claim. In the contract notes the agent documents the information that was provided by Mr. [redacted]. However, for some unknown reason, there are also notes indicating business use. The agent proceeded with the claim and provides Mr. [redacted] with a claim number, [redacted]. Teagra [redacted] searched for this claim number, but he was not able to locate it; possibly due to system errors. When Mr. [redacted] calls back to check on the claim, the next agent is not able to locate the claim and informs him that the notes indicate that the item is being used for commercial use. Regrettably, the contract was cancelled.
After reviewing the notes and the calls, Teagra [redacted] reinstated the contract and auto approved the claim, where Mr. [redacted] would not have to do anything further in reference to the claim. Teagra [redacted] submitted Mr. [redacted]’s reimbursement in the form of a gift card for $103.78. In addition, Teagra [redacted] issued an additional $25.00 gift card for the inconveniences. Mr. [redacted] should receive the gift cards within 10 – 14 business days.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: [redacted] - Sally [redacted] Dear Ms. [redacted]: We are currently awaiting confirmation that Ms. [redacted]’ Service Smart Agreement has been cancelled as requested. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]3 direct Vanessa[redacted]@searshc.com
Contact Name and Title: [redacted]
May 7, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation Mr. [redacted] complaint regarding his...
dissatisfaction with Sears Home Services.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to a cancelled refrigerator repair appointment. Additionally, we would like to assure Mr. [redacted] 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. While we are always concerned when an appointment is canceled, we are unable to compensate Mr. [redacted] for his lost time or pay. However, as a conciliatory gesture, we are mailing Mr. [redacted] a $50.00 gift card; he can expect to receive it within the next two to three weeks. Lastly, our records show that the repair to Mr. [redacted] icemaker was completed on May 6, 2015. Since we have documented Mr. [redacted] concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mr. [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding Sears Home Services and repairs to his washer. A $100.00 laundry reimbursement check was processed and should be received by Mr. [redacted] within the next 10-14 days. Notes from the customer solutions case indicated that on June 27th Mr. [redacted] was advised to call back after service was completed so his laundry reimbursement could be processed. Since he did call back, I processed the check this morning. If Mr. [redacted] has any additional concerns, he can email me at [redacted]. At this time, since we have noted the processing of the laundry reimbursement, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 7, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal to the response we provided. As clarification, we never said that Sears has never given out product based on proof of identity, or with just two forms/documents. As we noted, if Mr. [redacted] had appointed a pick-up by someone other than himself, then that person would not have been required to have the original form of payment, because clearly they would not have access to that. Different documents and fraud checks are completed on orders that are designated in such a way. Our processes are set up so that they fulfill requirements by the Payment Card Industry (PCI) standards. The merchant banks that issue credit cards want to minimize the chance of theft and when a card is used over the phone or on the internet, the preference is to have the merchandise delivered to the same address the card is billed to. When it is not, then other fraud protections are put in place for either pick-up in the store by the card holder, pick-up in the store by other than the card holder, or delivery to an address other than the billing address; each one is different with different processes. Our company and our stores are audited periodically to ensure that we comply with various PCI policies. We mention this because it is always possible that a store at one point may not have been compliant and after being audited, is now following the proper procedures. As for Mr. [redacted] last question, if he did not specify if he was the person that placed the order and they assumed he was a designated pick-up person, then as we previously stated, the requirements are different and the license and the confirmation email are generally the only documents necessary (but there are extra steps the person placing the order has to go through so that this is an option). We hope that helps clarify the process better for Mr. [redacted]. The fact remains that he was not compliant with the requirements stated on our website for pick-up by the person placing the order and the store was correct in requiring that this policy be followed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Igor T [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Auto Center. Raymond [redacted], Manager of the Vancouver Sears Auto...
Center, provided the following response: After receiving and reviewing Mr. [redacted] complaint, I contacted him to discuss his concerns. It was agreed that Sears Auto Center would be refunding Mr. [redacted] $69.99 plus tax. Mr. [redacted] has informed me that he would be coming into the store so that we can process his refund. If Mr. [redacted] has any additional questions or concerns, he can reach me at the Auto Center by calling [redacted]. Since it is our understanding that Mr. [redacted] was satisfied with the aforementioned refund, we respectfully request that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
June 14, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Brian [redacted] - # 11498741 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal to our previous response. It is unfortunate that the repair did not resolve Mr. [redacted]’s issue with his washer. Prior to receiving Mr. [redacted]’s rebuttal, we were advised by District Service Manager Chris [redacted] that she offered to replace Mr. [redacted]’s washer under his Master Protection Agreement (MPA). If Mr. [redacted] does not want to accept the replacement, he is entitled to receive a refund of the MPA, $242.99. Mr. [redacted] is welcome to contact Ms. [redacted] at [redacted]to initiate the replacement process or he can send an email to [redacted] to request a replacement or a refund of the MPA. As to Mr. [redacted] concerns with a class action suit; his washer is not involved in the suit. First, his washer was manufactured by LG under Kenmore and the suit is for Whirlpool and Maytag branded washers or Whirlpool washers manufactured for Sears. Secondly, the class action suit is for washers manufactured between 2001 and 2010; Mr. [redacted] purchased his washer in 2014. Again, Mr. [redacted] has two options at this time; he can accept a comparable replacement or he can receive a full refund of his MPA. In the interim, since we have proposed two resolutions commensurate to the terms of his MPA, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online...
order experience and request to receive his shipment. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experienced. After reviewing the notes in the order, we show that a full refund had been processed for $11.84 for the merchandise that did not ship out to him. For Mr. [redacted] records the return receipt number is [redacted] Mr. [redacted] should see his refund within 7 to 10 business days. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. [redacted] Sears Home Services, Support Specialist...
provided the following response: Sears Home Services records indicate that a technician was dispatched to Mr. [redacted] home on October 13, 2016 to check on his washer. The technician found that a shorted computer control board was tripping the circuit breaker that provided power to the laundry room. When presented with an estimate to repair the washer, Mr. [redacted] declined further repairs. We apologize for the inconvenience Mr. [redacted] noted in his complaint. Since we have noted our response to Mr. [redacted] complaint, we ask that this complaint be closed. We apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] L. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his...
recent transaction. Assistant Auto Center Manager Dennis [redacted] provided the following response: We have spoken with Mr. [redacted] and he was provided with a resolution that he indicated was acceptable. As such, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]e [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted]e.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Wareef K[redacted]
July 15, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to the response we provided regarding his dissatisfaction that he was charged a restocking fee for the return of his refrigerator.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. As previously stated, the delivery notes were reviewed and at no time did Mr. [redacted] mention that the unit was defective. As clarification, the delivery team will call in to report if a customer is requesting to return a product upon delivery. The deliver team would report the reason for the return and haul away the unit that same day. The refrigerator was delivered on May 27, 2016 and there are no notes from the delivery team indicating an issue with the refrigerator or a request to return. Mr. [redacted] mentioned in his complaint that the refrigerator was making a grinding noise, not making ice and not cooling. Two of those symptoms would not be noticed upon delivery because it can take 24 hours for the refrigerator to cool and start making ice. Mr. [redacted] did not call our delivery customer service until the next day, and only reported that he did not like the finish on the refrigerator. We made attempts to exchange with another model with a discount, and Mr. [redacted] refused the offer. Since Mr. [redacted] requested to return the item because the finish on the refrigerator did not match the finish of his dishwasher, and there was nothing wrong with the unit, he was charged the 15% restocking fee as listed on the copy of his receipt. On June 30, 2016 Mr. [redacted] contacted our Customer Solutions team regarding the charge and was offered $150 worth of Shop Your Way Reward points, which he accepted and they were applied to his account. If Mr. [redacted] does not want the SYWR points, we can cancel them if needed; but his request to refund the restocking fee has been denied. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Almeta W[redacted]
September 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her weedwacker. First,...
we would like to apologize to Mrs. [redacted] for failing her expectations in regard to her weedwacker. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mrs. [redacted]. Upon receiving Mrs. [redacted] complaint, we contacted Carry-in Repair Supervisor [redacted] for assistance. After Mr. [redacted] reviewed the complaint and the notes in our service system, he contacted Mr. [redacted]. Due the issues Mr. [redacted] has been experiencing with the weekwacker, Mr. [redacted] offered him an in-warranty exchange. Mr. [redacted] accepted and will return to his local Sears to receive his new weedwacker. Since it is our understanding that the aforementioned resolution meets with Mr. and Mrs. [redacted] approval, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and accept their response.Point of correction though; according to my [redacted] Credit report, [redacted] did indeed check my credit report on April 18, 2017 as an "Account Review Inquiry."Thank you for your assistance.
Sincerely,
[redacted]
August 12, 2016 Nita VirghesRevdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Theresa M. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the installation of her water...
heater. We have spoken with K5, the company that performed the installation in question and they have been trying to reach Ms. [redacted] unsuccessfully. We ask that Ms. [redacted] contact K5 to discuss the matter and work towards a resolution if needed. K5 may be reached during normal business shours at ([redacted]) [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]Tammie.[redacted]@searshc.com Tell us why here...
February 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dishwasher. ...
Unfortunately, it appears that ** chan**d the shade of this color slightly due to issues it was having with the finish. There is nothing we or ** may do to provide Ms. [redacted] with the old panel now. We do not find [redacted] request to receive a full credit while being allowed to keep the fully functional item to be reasonable. However, we are willing to provide Ms. [redacted] with a 40% off of what she paid for the dishwasher to keep the item as it is as a courtesy. Should Ms. [redacted] wish to accept, she may contact me via email during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Lori M[redacted]
May 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction...
with our customer service team’s response to her request for a refund for a dress she ordered from sears.com. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have sent an email directly to [redacted] to inform her that on May 4, 2016, we issued a refund of $26.52 to he[redacted] account as a customer satisfaction gesture. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I will wait until I receive my check before I will consider this resolved.
Sincerely,
[redacted]
September 26, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Corry D. [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding the problems he encountered when he...
attempted to file a replacement warranty claim for his weedwacker.
It is unfortunate that we failed Mr. [redacted]’s expectations when he recently filed for a warranty replacement through his Sears Purchase Protect for the weedwacker. We value Mr. [redacted]’s patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his 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 Mr. [redacted]’s complaint we reached out to Teagra [redacted] with Sears Purchase Protect to assist with Mr. [redacted]’s concern. Teagra [redacted] confirmed that the calls related to Mr. [redacted]’s claim were reviewed. We would like to note that when filing a claim there are a series of questions that our agents have to ask the customer in order to see if the item qualifies under the terms of the contract. When Mr. [redacted] called in to file a claim on his weedwacker, the agent asked what happened. Mr. [redacted] indicated that he had his weedwacker on his trailer and when he went to take it off, the spool head fell off the pole. When asked what the weedwacker is used for, Mr. [redacted] indicated that he uses his weedwacker for personal use. At that time, the agent indicated that she would file the claim. In the contract notes the agent documents the information that was provided by Mr. [redacted]. However, for some unknown reason, there are also notes indicating business use. The agent proceeded with the claim and provides Mr. [redacted] with a claim number, [redacted]. Teagra [redacted] searched for this claim number, but he was not able to locate it; possibly due to system errors. When Mr. [redacted] calls back to check on the claim, the next agent is not able to locate the claim and informs him that the notes indicate that the item is being used for commercial use. Regrettably, the contract was cancelled.
After reviewing the notes and the calls, Teagra [redacted] reinstated the contract and auto approved the claim, where Mr. [redacted] would not have to do anything further in reference to the claim. Teagra [redacted] submitted Mr. [redacted]’s reimbursement in the form of a gift card for $103.78. In addition, Teagra [redacted] issued an additional $25.00 gift card for the inconveniences. Mr. [redacted] should receive the gift cards within 10 – 14 business days.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: [redacted] - Sally [redacted] Dear Ms. [redacted]: We are currently awaiting confirmation that Ms. [redacted]’ Service Smart Agreement has been cancelled as requested. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]3 direct Vanessa[redacted]@searshc.com
Contact Name and Title: [redacted]
May 7, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation Mr. [redacted] complaint regarding his...
dissatisfaction with Sears Home Services.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to a cancelled refrigerator repair appointment. Additionally, we would like to assure Mr. [redacted] 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. While we are always concerned when an appointment is canceled, we are unable to compensate Mr. [redacted] for his lost time or pay. However, as a conciliatory gesture, we are mailing Mr. [redacted] a $50.00 gift card; he can expect to receive it within the next two to three weeks. Lastly, our records show that the repair to Mr. [redacted] icemaker was completed on May 6, 2015. Since we have documented Mr. [redacted] concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mr. [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding Sears Home Services and repairs to his washer. A $100.00 laundry reimbursement check was processed and should be received by Mr. [redacted] within the next 10-14 days. Notes from the customer solutions case indicated that on June 27th Mr. [redacted] was advised to call back after service was completed so his laundry reimbursement could be processed. Since he did call back, I processed the check this morning. If Mr. [redacted] has any additional concerns, he can email me at [redacted]. At this time, since we have noted the processing of the laundry reimbursement, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 7, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal to the response we provided. As clarification, we never said that Sears has never given out product based on proof of identity, or with just two forms/documents. As we noted, if Mr. [redacted] had appointed a pick-up by someone other than himself, then that person would not have been required to have the original form of payment, because clearly they would not have access to that. Different documents and fraud checks are completed on orders that are designated in such a way. Our processes are set up so that they fulfill requirements by the Payment Card Industry (PCI) standards. The merchant banks that issue credit cards want to minimize the chance of theft and when a card is used over the phone or on the internet, the preference is to have the merchandise delivered to the same address the card is billed to. When it is not, then other fraud protections are put in place for either pick-up in the store by the card holder, pick-up in the store by other than the card holder, or delivery to an address other than the billing address; each one is different with different processes. Our company and our stores are audited periodically to ensure that we comply with various PCI policies. We mention this because it is always possible that a store at one point may not have been compliant and after being audited, is now following the proper procedures. As for Mr. [redacted] last question, if he did not specify if he was the person that placed the order and they assumed he was a designated pick-up person, then as we previously stated, the requirements are different and the license and the confirmation email are generally the only documents necessary (but there are extra steps the person placing the order has to go through so that this is an option). We hope that helps clarify the process better for Mr. [redacted]. The fact remains that he was not compliant with the requirements stated on our website for pick-up by the person placing the order and the store was correct in requiring that this policy be followed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Igor T [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Auto Center. Raymond [redacted], Manager of the Vancouver Sears Auto...
Center, provided the following response: After receiving and reviewing Mr. [redacted] complaint, I contacted him to discuss his concerns. It was agreed that Sears Auto Center would be refunding Mr. [redacted] $69.99 plus tax. Mr. [redacted] has informed me that he would be coming into the store so that we can process his refund. If Mr. [redacted] has any additional questions or concerns, he can reach me at the Auto Center by calling [redacted]. Since it is our understanding that Mr. [redacted] was satisfied with the aforementioned refund, we respectfully request that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
June 14, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Brian [redacted] - # 11498741 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal to our previous response. It is unfortunate that the repair did not resolve Mr. [redacted]’s issue with his washer. Prior to receiving Mr. [redacted]’s rebuttal, we were advised by District Service Manager Chris [redacted] that she offered to replace Mr. [redacted]’s washer under his Master Protection Agreement (MPA). If Mr. [redacted] does not want to accept the replacement, he is entitled to receive a refund of the MPA, $242.99. Mr. [redacted] is welcome to contact Ms. [redacted] at [redacted]to initiate the replacement process or he can send an email to [redacted] to request a replacement or a refund of the MPA. As to Mr. [redacted] concerns with a class action suit; his washer is not involved in the suit. First, his washer was manufactured by LG under Kenmore and the suit is for Whirlpool and Maytag branded washers or Whirlpool washers manufactured for Sears. Secondly, the class action suit is for washers manufactured between 2001 and 2010; Mr. [redacted] purchased his washer in 2014. Again, Mr. [redacted] has two options at this time; he can accept a comparable replacement or he can receive a full refund of his MPA. In the interim, since we have proposed two resolutions commensurate to the terms of his MPA, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online...
order experience and request to receive his shipment. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experienced. After reviewing the notes in the order, we show that a full refund had been processed for $11.84 for the merchandise that did not ship out to him. For Mr. [redacted] records the return receipt number is [redacted] Mr. [redacted] should see his refund within 7 to 10 business days. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. [redacted] Sears Home Services, Support Specialist...
provided the following response: Sears Home Services records indicate that a technician was dispatched to Mr. [redacted] home on October 13, 2016 to check on his washer. The technician found that a shorted computer control board was tripping the circuit breaker that provided power to the laundry room. When presented with an estimate to repair the washer, Mr. [redacted] declined further repairs. We apologize for the inconvenience Mr. [redacted] noted in his complaint. Since we have noted our response to Mr. [redacted] complaint, we ask that this complaint be closed. We apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] L. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his...
recent transaction. Assistant Auto Center Manager Dennis [redacted] provided the following response: We have spoken with Mr. [redacted] and he was provided with a resolution that he indicated was acceptable. As such, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]e [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted]e.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Wareef K[redacted]
July 15, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to the response we provided regarding his dissatisfaction that he was charged a restocking fee for the return of his refrigerator.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. As previously stated, the delivery notes were reviewed and at no time did Mr. [redacted] mention that the unit was defective. As clarification, the delivery team will call in to report if a customer is requesting to return a product upon delivery. The deliver team would report the reason for the return and haul away the unit that same day. The refrigerator was delivered on May 27, 2016 and there are no notes from the delivery team indicating an issue with the refrigerator or a request to return. Mr. [redacted] mentioned in his complaint that the refrigerator was making a grinding noise, not making ice and not cooling. Two of those symptoms would not be noticed upon delivery because it can take 24 hours for the refrigerator to cool and start making ice. Mr. [redacted] did not call our delivery customer service until the next day, and only reported that he did not like the finish on the refrigerator. We made attempts to exchange with another model with a discount, and Mr. [redacted] refused the offer. Since Mr. [redacted] requested to return the item because the finish on the refrigerator did not match the finish of his dishwasher, and there was nothing wrong with the unit, he was charged the 15% restocking fee as listed on the copy of his receipt. On June 30, 2016 Mr. [redacted] contacted our Customer Solutions team regarding the charge and was offered $150 worth of Shop Your Way Reward points, which he accepted and they were applied to his account. If Mr. [redacted] does not want the SYWR points, we can cancel them if needed; but his request to refund the restocking fee has been denied. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Almeta W[redacted]
September 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her weedwacker. First,...
we would like to apologize to Mrs. [redacted] for failing her expectations in regard to her weedwacker. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mrs. [redacted]. Upon receiving Mrs. [redacted] complaint, we contacted Carry-in Repair Supervisor [redacted] for assistance. After Mr. [redacted] reviewed the complaint and the notes in our service system, he contacted Mr. [redacted]. Due the issues Mr. [redacted] has been experiencing with the weekwacker, Mr. [redacted] offered him an in-warranty exchange. Mr. [redacted] accepted and will return to his local Sears to receive his new weedwacker. Since it is our understanding that the aforementioned resolution meets with Mr. and Mrs. [redacted] approval, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and accept their response.Point of correction though; according to my [redacted] Credit report, [redacted] did indeed check my credit report on April 18, 2017 as an "Account Review Inquiry."Thank you for your assistance.
Sincerely,
[redacted]
August 12, 2016 Nita VirghesRevdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Theresa M. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the installation of her water...
heater. We have spoken with K5, the company that performed the installation in question and they have been trying to reach Ms. [redacted] unsuccessfully. We ask that Ms. [redacted] contact K5 to discuss the matter and work towards a resolution if needed. K5 may be reached during normal business shours at ([redacted]) [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]Tammie.[redacted]@searshc.com Tell us why here...
February 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dishwasher. ...
Unfortunately, it appears that ** chan**d the shade of this color slightly due to issues it was having with the finish. There is nothing we or ** may do to provide Ms. [redacted] with the old panel now. We do not find [redacted] request to receive a full credit while being allowed to keep the fully functional item to be reasonable. However, we are willing to provide Ms. [redacted] with a 40% off of what she paid for the dishwasher to keep the item as it is as a courtesy. Should Ms. [redacted] wish to accept, she may contact me via email during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Lori M[redacted]