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,
Vondora W[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Nitin [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service under her Sears Appliance Warranty. We would...
first like to point out that [redacted] is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted] contract. Upon receipt of Ms. [redacted] complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. [redacted] has moved forward with a replacement for Ms. [redacted] refrigerator. Ms[redacted] advised [redacted] that she had already been contacted and accepted the replacement and at this time delivery is set for November 21, 2016. At this time since [redacted] is replacing the refrigerator we have closed our case. We apologize to Ms[redacted] 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. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
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
January 22, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding service...
experience. We apologize for the delay in responding to this complaint. We are currently waiting the completion of a service appointment scheduled for January 23, 2016. Once we have the updated report from the service unit we will be happy to submit a more complete reply. We apologize again 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]
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
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]
November 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kenneth [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his attempted order from...
sears.com. As clarification, while our website might initially indicate that a store or auto center could have an item in stock, this is based on the computer inventory level at that time and is not always accurate due to loss and various other errors that can occur. This is why when an order is placed, we request for the selling store to verify their on-hand quantity and confirm the order. We initially send an email to the purchaser confirming that we have received his or her order and then a second email, once the store accepts the order, which confirms the sale. In our emails, we ask that the consumer wait for the confirmation email showing that the store has accepted their order before making their trip. In Mr. [redacted] case, it appears the store did not accept the order as the order did not process correctly, which was why the order was subsequently canceled. Additionally, while Mr. [redacted] indicated that we had already removed all of the funds, this does not actually happen until the order is confirmed. Sometimes a deposit is required to hold the merchandise, which is what happened here. The full amount was not charged, only the alignment fee and a credit for that amount was issued on November 9, 2016. This credit, for $92.11, should reflect within 3-5 business days from that date. While we understand Mr. [redacted] found this scenario to be frustrating, we can only apologize for the apparent processing error at this point in time and note that he has been made whole with the issuance of the aforementioned refund. Accordingly, 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, Tammie [redacted] Specialist, Regulatory Complaints Direct Dial [redacted] Tammie.[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.
I will wait until I receive my check before I will consider this resolved.
Sincerely,
[redacted]
Revdex.com:The situation was addressed by the manager, [redacted] He was very professional and understanding when I returned to pick up the new battery. Thank you to all at Sears and Revdex.com for helping me with the defective [redacted] battery.
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,
[redacted]
July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Jasmin T. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and alleged non-receipt of a refund for a Kmart online layaway order cancelled in 2014. It is unfortunate that we failed Ms. [redacted] expectations when she contacted Kmart for assistance. 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. As a result of this action, we revealed that Ms. [redacted] contacted kmart.com on July 1, 2016, regarding her 2014 layaway and at that time we confirmed that a refund of $27.06 was issued to her Visa ending in 6050 on December 28, 2014. While we certainly empathize with Ms. [redacted] situation, Kmart does not have the means to determine whether she retrieved her refund or if it may have been absorbed by any balance owed to her account provider before closing her account. Additionally, since it has been over a year and a half since our refund was issued, Kmart no longer has the authority to reverse her transaction. This is especially true with regard to a closed account. With that having been said, we can only confirm that the appropriate refund was issued to the credit account Ms. [redacted] used for her purchase, and that this action is correct, as our refund policy states all funds will be returned to the account used to make the original purchase. 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 documented Ms. [redacted] comments and the appropriate 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-[redacted]
May 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the food loss she says she incurred when her...
refrigerator failed to maintain cool enough temperatures soon after being delivered. As clarification the terms and conditions of the Master Protection Agreement (MPA) do note that we have to have a technician confirm that there was a mechanical failure. The technician is also able to visibly see the food loss and then can give the consumer the website information to file a claim. In the absence of requiring verification then everyone could just say that it had failed and they wanted food loss. Additionally, there can be many reasons that a refrigerator can quit cooling that have nothing to do with an actual defect or failure. Consumers can accidentally put a refrigerator into “Sabbath” mode or even a “demo” mode (where the lights are on but the compressor does not run) while experimenting with the controls. In the first 30 days after delivery we do not require a consumer to have a service visit to determine why a refrigerator may not be cooling, and they can just request an exchange without establishing if the refrigerator was in fact at fault. However, if they have an MPA and want to qualify for food loss, then a service visit should be scheduled even if they do not want to keep the refrigerator in the event that there was a mechanical problem. With that said, while Ms. [redacted] did not qualify for any food loss, we did provide her with $50.00 in Shop Your Way Reward points as a customer courtesy. As a further courtesy, we would be willing to provide another $100.00. If she would like to accept she is welcome to email me at [redacted] or call me at [redacted]. In the interim, since we have explained that Ms. [redacted] did not qualify for food loss, but we have offered an alternate resolution as a courtesy, we have closed our file. 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
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]
February 4, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11093399 – Melissa [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’ complaint regarding her recent visit to one of our auto...
centers.
Upon receiving Ms. [redacted]’ complaint, we escalated her concerns to Lee Williams, Auto Center Manager of store# 6294 who states the following:
I called and spoke with Ms. [redacted]. I explained that we have located the parts and are waiting for delivery this afternoon (January 29, 2016). She is aware that as soon as the parts come, we will contact her for installation. That being said, because we are in the process of repairing Ms. [redacted]’ vehicle, we respectfully request this complaint be 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
May 3, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with...
the charges he was assessed for a part ordered by our technician. As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. In the case of electronic control boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. We would also note that we do not advertise through Sears service that we match prices, whether through another Sears operated business or a different service provider. As far as the two payments are concerned, when we determine that parts will have to be ordered for a return visit, our technician initially collects the price of the part along with our minimum trip/diagnostic fee. In this way, if the consumer never has us install the part or has us go back out, neither party would owe the other any monies. So our technician collected the price of the part and the trip fee, which came to $572.64 with the tax, and then collected the remaining labor of $74.00, once he returned and installed the part. In most cases at this point we stand pretty firm that we presented the cost of the part in our estimate and the estimate was accepted by [redacted], which means no refund is owed by us and would generally not be provided. With that said, in [redacted] case it did take an inordinate amount of time for the manufacturer to provide the part and he apparently waited patiently from December until March for the repair to be completed. While we have no control over how quickly the part is shipped, or if it is on back-order, because of the delay we would be willing to provide a 20% discount on the repair as a courtesy. This amounts to a refund of $129.33 and if [redacted] could contact me at [redacted] or email me at [redacted] with the first 12 digits of his 16 digit [redacted] card number ending in [redacted] (the [redacted] card used for the first payment), we would issue this refund back to his [redacted] card; we do not need the expiration date or the security code since we are just processing a refund rather than a sale. We apologize that we even have to ask for this, but so much time has elapsed since the payment was made that the full credit card information is no longer accessible in our system. In the interim, since we are willing to provide a partial refund as a courtesy and are only awaiting contact from [redacted], we have closed our file. We apologize to [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]
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]
[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]
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...
Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from [redacted] Sears Outlet Store District Sales Manager provided the following response: Sears Outlet has agreed to provide...
[redacted] with his requested resolution of a refund of $758.40. The refund was processed in the form of a check which should be received by [redacted] within the next 10-14 days. On behalf of Sears Outlet I would like to once again apologize to [redacted] for the inconvenience he has noted. Since we have provided [redacted] with his requested resolution, we ask that this complaint be closed. We apologize to [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]
Tell us why here...September 2, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Juan [redacted] Via: [redacted]@chicago.Revdex.com.org
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We 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. We have come to an amicable resolution with Mr. [redacted] as of September 1, 2016.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne[redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Juan [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,
Vondora W[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Nitin [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service under her Sears Appliance Warranty. We would...
first like to point out that [redacted] is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted] contract. Upon receipt of Ms. [redacted] complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. [redacted] has moved forward with a replacement for Ms. [redacted] refrigerator. Ms[redacted] advised [redacted] that she had already been contacted and accepted the replacement and at this time delivery is set for November 21, 2016. At this time since [redacted] is replacing the refrigerator we have closed our case. We apologize to Ms[redacted] 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. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
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
January 22, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding service...
experience. We apologize for the delay in responding to this complaint. We are currently waiting the completion of a service appointment scheduled for January 23, 2016. Once we have the updated report from the service unit we will be happy to submit a more complete reply. We apologize again 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]
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
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]
November 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kenneth [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his attempted order from...
sears.com. As clarification, while our website might initially indicate that a store or auto center could have an item in stock, this is based on the computer inventory level at that time and is not always accurate due to loss and various other errors that can occur. This is why when an order is placed, we request for the selling store to verify their on-hand quantity and confirm the order. We initially send an email to the purchaser confirming that we have received his or her order and then a second email, once the store accepts the order, which confirms the sale. In our emails, we ask that the consumer wait for the confirmation email showing that the store has accepted their order before making their trip. In Mr. [redacted] case, it appears the store did not accept the order as the order did not process correctly, which was why the order was subsequently canceled. Additionally, while Mr. [redacted] indicated that we had already removed all of the funds, this does not actually happen until the order is confirmed. Sometimes a deposit is required to hold the merchandise, which is what happened here. The full amount was not charged, only the alignment fee and a credit for that amount was issued on November 9, 2016. This credit, for $92.11, should reflect within 3-5 business days from that date. While we understand Mr. [redacted] found this scenario to be frustrating, we can only apologize for the apparent processing error at this point in time and note that he has been made whole with the issuance of the aforementioned refund. Accordingly, 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, Tammie [redacted] Specialist, Regulatory Complaints Direct Dial [redacted] Tammie.[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.
I will wait until I receive my check before I will consider this resolved.
Sincerely,
[redacted]
Revdex.com:The situation was addressed by the manager, [redacted] He was very professional and understanding when I returned to pick up the new battery. Thank you to all at Sears and Revdex.com for helping me with the defective [redacted] battery.
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,
[redacted]
July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Jasmin T. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and alleged non-receipt of a refund for a Kmart online layaway order cancelled in 2014. It is unfortunate that we failed Ms. [redacted] expectations when she contacted Kmart for assistance. 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. As a result of this action, we revealed that Ms. [redacted] contacted kmart.com on July 1, 2016, regarding her 2014 layaway and at that time we confirmed that a refund of $27.06 was issued to her Visa ending in 6050 on December 28, 2014. While we certainly empathize with Ms. [redacted] situation, Kmart does not have the means to determine whether she retrieved her refund or if it may have been absorbed by any balance owed to her account provider before closing her account. Additionally, since it has been over a year and a half since our refund was issued, Kmart no longer has the authority to reverse her transaction. This is especially true with regard to a closed account. With that having been said, we can only confirm that the appropriate refund was issued to the credit account Ms. [redacted] used for her purchase, and that this action is correct, as our refund policy states all funds will be returned to the account used to make the original purchase. 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 documented Ms. [redacted] comments and the appropriate 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-[redacted]
May 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the food loss she says she incurred when her...
refrigerator failed to maintain cool enough temperatures soon after being delivered. As clarification the terms and conditions of the Master Protection Agreement (MPA) do note that we have to have a technician confirm that there was a mechanical failure. The technician is also able to visibly see the food loss and then can give the consumer the website information to file a claim. In the absence of requiring verification then everyone could just say that it had failed and they wanted food loss. Additionally, there can be many reasons that a refrigerator can quit cooling that have nothing to do with an actual defect or failure. Consumers can accidentally put a refrigerator into “Sabbath” mode or even a “demo” mode (where the lights are on but the compressor does not run) while experimenting with the controls. In the first 30 days after delivery we do not require a consumer to have a service visit to determine why a refrigerator may not be cooling, and they can just request an exchange without establishing if the refrigerator was in fact at fault. However, if they have an MPA and want to qualify for food loss, then a service visit should be scheduled even if they do not want to keep the refrigerator in the event that there was a mechanical problem. With that said, while Ms. [redacted] did not qualify for any food loss, we did provide her with $50.00 in Shop Your Way Reward points as a customer courtesy. As a further courtesy, we would be willing to provide another $100.00. If she would like to accept she is welcome to email me at [redacted] or call me at [redacted]. In the interim, since we have explained that Ms. [redacted] did not qualify for food loss, but we have offered an alternate resolution as a courtesy, we have closed our file. 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
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]
February 4, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11093399 – Melissa [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’ complaint regarding her recent visit to one of our auto...
centers.
Upon receiving Ms. [redacted]’ complaint, we escalated her concerns to Lee Williams, Auto Center Manager of store# 6294 who states the following:
I called and spoke with Ms. [redacted]. I explained that we have located the parts and are waiting for delivery this afternoon (January 29, 2016). She is aware that as soon as the parts come, we will contact her for installation. That being said, because we are in the process of repairing Ms. [redacted]’ vehicle, we respectfully request this complaint be 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
May 3, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with...
the charges he was assessed for a part ordered by our technician. As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. In the case of electronic control boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. We would also note that we do not advertise through Sears service that we match prices, whether through another Sears operated business or a different service provider. As far as the two payments are concerned, when we determine that parts will have to be ordered for a return visit, our technician initially collects the price of the part along with our minimum trip/diagnostic fee. In this way, if the consumer never has us install the part or has us go back out, neither party would owe the other any monies. So our technician collected the price of the part and the trip fee, which came to $572.64 with the tax, and then collected the remaining labor of $74.00, once he returned and installed the part. In most cases at this point we stand pretty firm that we presented the cost of the part in our estimate and the estimate was accepted by [redacted], which means no refund is owed by us and would generally not be provided. With that said, in [redacted] case it did take an inordinate amount of time for the manufacturer to provide the part and he apparently waited patiently from December until March for the repair to be completed. While we have no control over how quickly the part is shipped, or if it is on back-order, because of the delay we would be willing to provide a 20% discount on the repair as a courtesy. This amounts to a refund of $129.33 and if [redacted] could contact me at [redacted] or email me at [redacted] with the first 12 digits of his 16 digit [redacted] card number ending in [redacted] (the [redacted] card used for the first payment), we would issue this refund back to his [redacted] card; we do not need the expiration date or the security code since we are just processing a refund rather than a sale. We apologize that we even have to ask for this, but so much time has elapsed since the payment was made that the full credit card information is no longer accessible in our system. In the interim, since we are willing to provide a partial refund as a courtesy and are only awaiting contact from [redacted], we have closed our file. We apologize to [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]
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]
[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]
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...
Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from [redacted] Sears Outlet Store District Sales Manager provided the following response: Sears Outlet has agreed to provide...
[redacted] with his requested resolution of a refund of $758.40. The refund was processed in the form of a check which should be received by [redacted] within the next 10-14 days. On behalf of Sears Outlet I would like to once again apologize to [redacted] for the inconvenience he has noted. Since we have provided [redacted] with his requested resolution, we ask that this complaint be closed. We apologize to [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]
Tell us why here...September 2, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Juan [redacted] Via: [redacted]@chicago.Revdex.com.org
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We 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. We have come to an amicable resolution with Mr. [redacted] as of September 1, 2016.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne[redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Juan [redacted]