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,
Lori M[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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Erik [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his recalled craftsman blower. We value Mr....
[redacted]’s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the recall on the craftsman blower caused any inconvenience. The manufacture of the blower, Sunrise Tools has over nighted the check for $70.00. This was processed on August 25, 2016. We respectfully ask that this matter be closed, since Mr. [redacted] was refunded and we have noted his candid feedback. Again, we apologize to Mr. [redacted] for this issue and 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] direct Vanessa.[redacted]@searshc.com
September 11, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Danielle H[redacted]Dear [redacted]We have completed the investigation of Mr. H[redacted] complaint regarding the fridge he purchased on November 25, 2016.After reviewing Mr....
H[redacted] complaint and our records, we contacted the selling store manager Rodney M[redacted] and were informed that although they were not able to determine whether or not the alleged damage was fault of Sears, as a onetime courtesy an exchange was processed and completed on September 06, 2017. It is our hope that Mr. H[redacted] purchased appliance will provide him with long term satisfaction. Since the Store Manager was able to provide a resolution that was satisfactory to Mr. H[redacted], we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
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
October 5, 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 washer repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the recent repair attempts made to his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. After reviewing Mr. [redacted] complaint and discussing the matter with the District Service Manager, it was determined that Mr. [redacted] request for a refund could be granted. Therefore, on October 5, 2016, we submitted refund requests for the service orders in question and the part he purchased. In approximately two weeks, Mr. [redacted] should receive a check for $186.71 (part order), a check for $156.49 (service order [redacted] and a check for $84.53 (service order [redacted]); these checks total $427.73. With that said, since we have documented Mr. [redacted] concerns with the repair process and agreed to his request for a full refund of the service charges, we ask that this matter be closed. Again, we apologize to Mr. [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 find that this resolution is satisfactory to me.
Sincerely,
Nelda J[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]
January 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have reviewed Mr. [redacted] rebuttal complaint regarding his non-receipt of a refund for his recent online order. We sent an email correspondence to Mr. [redacted] on January 28, 2016, advising that we reached out to Store General Manager [redacted]. While the local store was unable to locate a second charge, we have decided to issue a refund of $12.84 to resolve this matter. Since our system would not allow the refund to go back to his [redacted] account, the refund will be mailed to him in the form of a bank check. Mr. [redacted] should receive the check by February 11, 2016. Should Mr. [redacted] have any further questions or concerns, he may contact me via email at [redacted]. 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
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
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
Initial Business Response /* (1000, 8, 2015/05/26) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
May 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding his online order.
After reviewing the complaint filed, we researched the order and found that Online Solutions initially issued a $200.00 adjustment on April 28, 2015, since [redacted] agreed to reschedule delivery. However, when the product was not delivered on the rescheduled date, he requested to cancel the order. We value [redacted] patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this system error occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We apologize again for the delay and any inconvenience he may have experienced. Fortunately, the remaining refund of $563.19 was issued on May 12, 2015. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
July 7, 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 the charges he was assessed for a repair...
even though the main part was never installed and the service was never finished. After reviewing Mr. [redacted] service history we can clearly see that the technician uninstalled the ordered board and intended to order another one. From his notes it is apparent that he could not figure out how to order the part again and thought that the needed to close the order out so that he could place it again. Unfortunately, this then closed out the charges that were previously collected and the technician did not fill out the required CWO form to ensure that Mr. [redacted] was refunded. Additionally, a technician does not have the ability to open a service order and has to call to have one created. So once the order was closed the technician must have realized he did not have any way to open a new one and order the part. Regrettably, it does not look as if the technician got his manager involved to help resolve the issue and that is why the repair was never completed; we have sent feedback to the technician’s manager. With that said, we are in agreement that Mr. [redacted] should be refunded in full as no real service was provided. We are willing to issue a refund back to his [redacted] in the amount of $244.16, but in order to do this, we need Mr. [redacted] to provide the other 12 digits of his 16 digit account number ending in [redacted]. He can contact me via email at [redacted] or via phone at [redacted] and once we have received those numbers we will process the refund. In the interim, since we are willing to provide Mr. [redacted] with his requested resolution and are just awaiting his response, 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [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 a refrigerator purchased from Sears Outlet. [redacted],...
Manager of the Santa Ana Sears Outlet provided the following response: Mr. [redacted] received a new refrigerator on Monday, October 24, 2016. Additionally, we provided a credit for food loss as a gesture of good customer service. Moving forward, if I can be of any additional assistance, Mr. [redacted] can reach me at [redacted] That said we ask that this complaint be closed. We apologize to Mr. Rodriguez 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]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Alison M [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with her washer and her request for a...
replacement. Ms. [redacted] has a Top Loading High Efficiency Low-water washer which requires regular monthly maintenance. The exact monthly maintenance actions are detailed on pages 12 and 13 of the owner’s manual. That being said our research shows that we have sent service technicians to diagnose the washer and have found no mechanical issues at all. Our service technicians have indicated that the washer is being over loaded and at the first service call we found over sudsing as well, meaning that the soap being used was not low sudsing HE soap which the owner’s manual states. It is important to note that there are only two (2) mechanical issues failures that could be causing clothes to be damaged in this model, that being either the interior Basket or Wash plate if either of these items has a sharp piece or spar either issue could snag the clothing and cause minor damage. Both these items have been checked and found to be in good conditions without sharp edges or spars. The other issues that could cause damage to clothing all fall under customer miss use, the most common one being that the washer is overloaded and the incorrect cycle being selected. When a washer is over or improperly loaded the clothes can get too high in the basket causing them to get caught along the top of the Basket where it meets the drum. Ms. [redacted] states that the washer is in her rental home and the issues are being reported by her tenant. We suggest she confirm her tenant has read the owner’s manual as it explains how to use this washer. While we understand Ms. [redacted]’s dissatisfaction with our continued refusal to exchange or return her washer, we have found no extenuating circumstances that would justify this exception to our stated policy and 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
November 23, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Gary A. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled Sears layaway. It is unfortunate that we failed Mr. [redacted]’s expectations when he used Sears layaway. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, we revealed that Mr. [redacted] opened his layaway on January 27, 2016, with a payment of $37.48. A second payment of $75.00 was made on February 11, 2016. Our records show that the layaway was cancelled approximately one month later, on March 11, 2016, and our system refunded $107.48 to Mr. or Mrs. [redacted]’s Visa card with a last digit of 8. The total of the refund differs from the total of Mr. [redacted]’s payments because a $5.00 layaway fee was assessed, as agreed to at the time the layaway was opened. If Mr. [redacted] is unable to confirm the refund with his credit card provider, he may contact Regulatory Complaint Specialist Nicki Goldberg at 512-248-7741 for assistance. He must provide his full credit card number in order for us to fully investigate the refund. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. Since we have noted Mr. [redacted]’s comments and our system shows that a refund has been issued, we respectfully ask to have this matter closed pending Mr. [redacted]’s response, 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] 1-800-762-3049 Ext. [redacted]
March 20, 2017 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #1191378 – Steven [redacted] Dear Ms. Virghes: We have completed the investigation of Mr. [redacted] complaint regarding the multiple repairs to his snow thrower. We apologize for the delay in responding but the previous agent assisting, Adam [redacted], is no longer employed with our company. I took over Mr. [redacted] complaint and reviewed his service history. While the Repair Protection Agreement (RPA) does not put a cap on the amount of repairs that can be performed, we did see that there appeared to be an excessive amount within the last several months. Due to this, we felt a replacement was justified even though it was not an entitlement under the RPA. We attempted to contact Mr. [redacted] at the phone number listed with his record ([redacted]) but there was no answer and no voicemail so that we could leave a message. We authorized a replacement up to $1250.00. All Mr. [redacted] needs to do is go to any Sears store and reference the telephone number his records are under and they can pull up this authorization. It can be used towards any snow thrower and is valid for 90 days. If he selects something for $1250.00 or less he will not owe anything out of pocket to have the new one delivered and the old one picked up. His existing RPA would transfer over to the replacement. If he selects something less, then he would forfeit any remainder and if he selects something more he would just owe the difference and any tax on that amount. It would not be unusual to select something for less since the current item that is most comparable to Mr. [redacted] that we show in stock online has a regular price of $1249.99 and a sale price of $999.99. If Mr. [redacted] is unable to go to a store or one is not easily accessible, he can always call or email me with his choice if he selects this on our website. If he looks online we would recommend that he put in his zip code so that he can see with each model how readily available it is in his area. With that said, since we have honored his request to receive a replacement, and he can contact me directly if he needs assistance in getting his replacement, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[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,
Joseph N[redacted]
January 25, 2017 [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 refrigerator and his request to have...
the unit replaced under his Repair Protection Agreement (RPA). First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in Mr. [redacted] service orders, our office authorized a replacement for customer satisfaction. Per the terms of Mr. [redacted] repair agreement, he was authorized the maximum amount, $1,500.00. Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining RPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for one-year and then provide additional coverage until July 1, 2018. Additionally, our records show that a food loss check for $200.00 was processed on January 23, 2017, that Mr. [redacted] should receive in the next two weeks. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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,
Lori M[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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Erik [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his recalled craftsman blower. We value Mr....
[redacted]’s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the recall on the craftsman blower caused any inconvenience. The manufacture of the blower, Sunrise Tools has over nighted the check for $70.00. This was processed on August 25, 2016. We respectfully ask that this matter be closed, since Mr. [redacted] was refunded and we have noted his candid feedback. Again, we apologize to Mr. [redacted] for this issue and 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] direct Vanessa.[redacted]@searshc.com
September 11, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Danielle H[redacted]Dear [redacted]We have completed the investigation of Mr. H[redacted] complaint regarding the fridge he purchased on November 25, 2016.After reviewing Mr....
H[redacted] complaint and our records, we contacted the selling store manager Rodney M[redacted] and were informed that although they were not able to determine whether or not the alleged damage was fault of Sears, as a onetime courtesy an exchange was processed and completed on September 06, 2017. It is our hope that Mr. H[redacted] purchased appliance will provide him with long term satisfaction. Since the Store Manager was able to provide a resolution that was satisfactory to Mr. H[redacted], we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
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
October 5, 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 washer repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the recent repair attempts made to his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. After reviewing Mr. [redacted] complaint and discussing the matter with the District Service Manager, it was determined that Mr. [redacted] request for a refund could be granted. Therefore, on October 5, 2016, we submitted refund requests for the service orders in question and the part he purchased. In approximately two weeks, Mr. [redacted] should receive a check for $186.71 (part order), a check for $156.49 (service order [redacted] and a check for $84.53 (service order [redacted]); these checks total $427.73. With that said, since we have documented Mr. [redacted] concerns with the repair process and agreed to his request for a full refund of the service charges, we ask that this matter be closed. Again, we apologize to Mr. [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 find that this resolution is satisfactory to me.
Sincerely,
Nelda J[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]
January 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have reviewed Mr. [redacted] rebuttal complaint regarding his non-receipt of a refund for his recent online order. We sent an email correspondence to Mr. [redacted] on January 28, 2016, advising that we reached out to Store General Manager [redacted]. While the local store was unable to locate a second charge, we have decided to issue a refund of $12.84 to resolve this matter. Since our system would not allow the refund to go back to his [redacted] account, the refund will be mailed to him in the form of a bank check. Mr. [redacted] should receive the check by February 11, 2016. Should Mr. [redacted] have any further questions or concerns, he may contact me via email at [redacted]. 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
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
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
Initial Business Response /* (1000, 8, 2015/05/26) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
May 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding his online order.
After reviewing the complaint filed, we researched the order and found that Online Solutions initially issued a $200.00 adjustment on April 28, 2015, since [redacted] agreed to reschedule delivery. However, when the product was not delivered on the rescheduled date, he requested to cancel the order. We value [redacted] patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this system error occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We apologize again for the delay and any inconvenience he may have experienced. Fortunately, the remaining refund of $563.19 was issued on May 12, 2015. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
July 7, 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 the charges he was assessed for a repair...
even though the main part was never installed and the service was never finished. After reviewing Mr. [redacted] service history we can clearly see that the technician uninstalled the ordered board and intended to order another one. From his notes it is apparent that he could not figure out how to order the part again and thought that the needed to close the order out so that he could place it again. Unfortunately, this then closed out the charges that were previously collected and the technician did not fill out the required CWO form to ensure that Mr. [redacted] was refunded. Additionally, a technician does not have the ability to open a service order and has to call to have one created. So once the order was closed the technician must have realized he did not have any way to open a new one and order the part. Regrettably, it does not look as if the technician got his manager involved to help resolve the issue and that is why the repair was never completed; we have sent feedback to the technician’s manager. With that said, we are in agreement that Mr. [redacted] should be refunded in full as no real service was provided. We are willing to issue a refund back to his [redacted] in the amount of $244.16, but in order to do this, we need Mr. [redacted] to provide the other 12 digits of his 16 digit account number ending in [redacted]. He can contact me via email at [redacted] or via phone at [redacted] and once we have received those numbers we will process the refund. In the interim, since we are willing to provide Mr. [redacted] with his requested resolution and are just awaiting his response, 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [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 a refrigerator purchased from Sears Outlet. [redacted],...
Manager of the Santa Ana Sears Outlet provided the following response: Mr. [redacted] received a new refrigerator on Monday, October 24, 2016. Additionally, we provided a credit for food loss as a gesture of good customer service. Moving forward, if I can be of any additional assistance, Mr. [redacted] can reach me at [redacted] That said we ask that this complaint be closed. We apologize to Mr. Rodriguez 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]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Alison M [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with her washer and her request for a...
replacement. Ms. [redacted] has a Top Loading High Efficiency Low-water washer which requires regular monthly maintenance. The exact monthly maintenance actions are detailed on pages 12 and 13 of the owner’s manual. That being said our research shows that we have sent service technicians to diagnose the washer and have found no mechanical issues at all. Our service technicians have indicated that the washer is being over loaded and at the first service call we found over sudsing as well, meaning that the soap being used was not low sudsing HE soap which the owner’s manual states. It is important to note that there are only two (2) mechanical issues failures that could be causing clothes to be damaged in this model, that being either the interior Basket or Wash plate if either of these items has a sharp piece or spar either issue could snag the clothing and cause minor damage. Both these items have been checked and found to be in good conditions without sharp edges or spars. The other issues that could cause damage to clothing all fall under customer miss use, the most common one being that the washer is overloaded and the incorrect cycle being selected. When a washer is over or improperly loaded the clothes can get too high in the basket causing them to get caught along the top of the Basket where it meets the drum. Ms. [redacted] states that the washer is in her rental home and the issues are being reported by her tenant. We suggest she confirm her tenant has read the owner’s manual as it explains how to use this washer. While we understand Ms. [redacted]’s dissatisfaction with our continued refusal to exchange or return her washer, we have found no extenuating circumstances that would justify this exception to our stated policy and 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
November 23, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Gary A. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled Sears layaway. It is unfortunate that we failed Mr. [redacted]’s expectations when he used Sears layaway. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, we revealed that Mr. [redacted] opened his layaway on January 27, 2016, with a payment of $37.48. A second payment of $75.00 was made on February 11, 2016. Our records show that the layaway was cancelled approximately one month later, on March 11, 2016, and our system refunded $107.48 to Mr. or Mrs. [redacted]’s Visa card with a last digit of 8. The total of the refund differs from the total of Mr. [redacted]’s payments because a $5.00 layaway fee was assessed, as agreed to at the time the layaway was opened. If Mr. [redacted] is unable to confirm the refund with his credit card provider, he may contact Regulatory Complaint Specialist Nicki Goldberg at 512-248-7741 for assistance. He must provide his full credit card number in order for us to fully investigate the refund. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. Since we have noted Mr. [redacted]’s comments and our system shows that a refund has been issued, we respectfully ask to have this matter closed pending Mr. [redacted]’s response, 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] 1-800-762-3049 Ext. [redacted]
March 20, 2017 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #1191378 – Steven [redacted] Dear Ms. Virghes: We have completed the investigation of Mr. [redacted] complaint regarding the multiple repairs to his snow thrower. We apologize for the delay in responding but the previous agent assisting, Adam [redacted], is no longer employed with our company. I took over Mr. [redacted] complaint and reviewed his service history. While the Repair Protection Agreement (RPA) does not put a cap on the amount of repairs that can be performed, we did see that there appeared to be an excessive amount within the last several months. Due to this, we felt a replacement was justified even though it was not an entitlement under the RPA. We attempted to contact Mr. [redacted] at the phone number listed with his record ([redacted]) but there was no answer and no voicemail so that we could leave a message. We authorized a replacement up to $1250.00. All Mr. [redacted] needs to do is go to any Sears store and reference the telephone number his records are under and they can pull up this authorization. It can be used towards any snow thrower and is valid for 90 days. If he selects something for $1250.00 or less he will not owe anything out of pocket to have the new one delivered and the old one picked up. His existing RPA would transfer over to the replacement. If he selects something less, then he would forfeit any remainder and if he selects something more he would just owe the difference and any tax on that amount. It would not be unusual to select something for less since the current item that is most comparable to Mr. [redacted] that we show in stock online has a regular price of $1249.99 and a sale price of $999.99. If Mr. [redacted] is unable to go to a store or one is not easily accessible, he can always call or email me with his choice if he selects this on our website. If he looks online we would recommend that he put in his zip code so that he can see with each model how readily available it is in his area. With that said, since we have honored his request to receive a replacement, and he can contact me directly if he needs assistance in getting his replacement, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[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,
Joseph N[redacted]
January 25, 2017 [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 refrigerator and his request to have...
the unit replaced under his Repair Protection Agreement (RPA). First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in Mr. [redacted] service orders, our office authorized a replacement for customer satisfaction. Per the terms of Mr. [redacted] repair agreement, he was authorized the maximum amount, $1,500.00. Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining RPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for one-year and then provide additional coverage until July 1, 2018. Additionally, our records show that a food loss check for $200.00 was processed on January 23, 2017, that Mr. [redacted] should receive in the next two weeks. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist