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,
Danyle H[redacted]
Initial Business Response /* (1000, 13, 2015/05/11) */
Contact Name and Title: [redacted]
May 11, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have not completed the...
investigation of [redacted] complaint regarding her washer repair.
[redacted] is currently scheduled to have a technician install parts in her ** washer on May 12, 2015. Sears Technical Assistance Center is researching the part needed for [redacted] washer and service is tentatively scheduled for May 14, 2015; contingent upon the results of the research. However, until we have the opportunity to complete the repairs, we will be unable to make a final determination on whether any further assistance or compensation is warranted. Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. Once we have made a final decision in this matter, we will notify you immediately. In the interim, we ask that this case remain open, pending the aforementioned repairs.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 15, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The [redacted] washing machine was finally repaired after 7 scheduled appointments spanning 2 months', during which time the machine was completely inoperable. My request for some compensation has resulted in an offer of $100 for laundry services, tho I am told that it will take up to 27 days to actually receive a check & I do not have it yet. I will assume the $100 will arrive & assume this is the best that can be done. The ** washing machine--sold to me by [redacted] & warranted by [redacted] who contracted [redacted] repair services--has had several parts replaced & the machine works much better, tho it still fails to complete most of the cycles, requiring me to set up repeat "spin only" cycles. [redacted] tells me that they have done all they can, & that if I am not satisfied I will need to call the warranty company & ask for another service order to be opened. At this point, after being without both of my washing machines for 2 months, I am simply glad that the machine sort-of works & I will accept that [redacted] has done all they can.
Complaint: [redacted] I will consider this response satisfied once the new microwave is installed and reimbursement has been paid. I will call the installation team today.
Sincerely,
[redacted]
March 17, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator. It...
is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted] After reviewing the notes in Ms. [redacted] service order, my office contacted her to offer an in-warranty exchange. While her refrigerator was repairable; the door needed to complete the repair was not available for several months. Ms. [redacted] accepted the offer and selected a new ** side by side refrigerator. The exchange was processed on March 16, 2017, and Ms. [redacted] is scheduled for delivery on March 27, 2017; the first available date. If Ms. [redacted] has any further questions, she can send an email to [redacted] Furthermore, my office will monitor the delivery to ensure that it is completed. In the interim, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Weldon L J[redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his Sears Home Warranty. We would first like to point out...
that [redacted] Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), 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 Mr. [redacted] contract. Our records show that Mr. [redacted] warranty was cancelled on the day he called and requested, August 17, 2017. Since we show Mr. J[redacted] warranty was cancelled at his request we have closed this case. We apologize to Mr. J[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. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S[redacted]
Initial Business Response /* (1000, 12, 2015/07/13) */
July 13, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # XXXXXXXX - [redacted]
Dear Ms. [redacted]
We have completed our investigation of Mr. [redacted]' complaint regarding...
service for his Craftsman riding mower.
We would first like to point out that since Mr. [redacted] is no longer under a manufactures warranty he can have his riding mower repaired at any service provider. With that being said we found that Mr. [redacted] was being assisted by [redacted] in our escalated customer care department. Ms. [redacted] found that Mr. [redacted] did take his mower to his local service provider and offered a onetime only customer satisfaction resolution of half the repair cost which was $106.65. Ms. [redacted] had a checked processed for $54.00 on July 8, 2015. If Mr. [redacted] is still in need of assistance he may contact Ms. [redacted] directly at XXX-XXX-XXXX ext. [redacted] As it is our understanding that the resolution proposed met with his approval, we have closed our file.
We apologize to Mr. [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,
[redacted] L. [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
1- TO SEARS- I am sorry this got this far. On July 2 I settled this matter with your rep [redacted] I also send a request to the Revdex.com to cancel this request. They must not have received my request or computers are responding for them, not humans.
2- TO Revdex.com- As I stated above I send you a request to cancel this matter on July 2 since I resolved this matter with Sears. Lets see if your system is computer generated or HUMANS STILL DO THERE JOBS. I AM REQUESTING THAT YOU RESPOND TO ME BY JULY 17 OR I WILL FILE A COMPLAINT AGAINST YOU, THE Revdex.com, WITH THE FCC, FEDERAL TRADE COMS AND WITH ANYONE ELSE THAT YOU ARE GOVERNED BY. WAITING....
October 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request to receive the remaining refund. [redacted] Store General Manager for Kmart Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can understand how the series of events noted in her complaint has caused her to lose faith in Sears. Additionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the orders, we show that a refund of $95.39 and $8.77 was issued on September 27, 2016, for order [redacted]. As for order [redacted] we show a refund of $12.71 processed on September 21, 2016. It appears the only item that is remaining is for the toothbrush which was ready for pick up at the store. Accordingly, we have canceled the order and a refund has been issued from the store. Should Ms. [redacted] have any questions, she may contact our store directly at [redacted]. In the interim, we have noted Ms. [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
October 27, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Sergey [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction...
with our customer service and non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order for pick up at his local Sears Store. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Dan [redacted], Manager for Sears Store number 1018, attempted to reach Mr. [redacted] by telephone and spoke with his mother. At that time, he apologized and offered to personally deliver the wrench set to their home on October 16, 2016. Mrs. [redacted] indicated that this would meet with Mr. [redacted] satisfaction and stated she would inform him that the item would be delivered. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him 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. If Mr. [redacted] has any remaining concerns or would like to discuss his issue further, he may contact Dan [redacted] at ([redacted]) [redacted]. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and an equitable 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] 1-800-762-3049 Ext. [redacted]
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Mr. [redacted] made several attempts to see if the return shipping would be covered which was never answered. While the product is well outside the sellers return policy, we are making a onetime courtesy exception to return the product. We sent an email correspondence to Mr. [redacted] explaining this information and advising that he will be receiving a return label via email shortly. For Mr. [redacted] records the return tracking number is [redacted]. Mr. [redacted] will need to return the product using the label that was sent to him via email. Once the product is returned, Mr. [redacted] is to follow up with me via email at [redacted] to ensure that the refund is processed. In closure, since we have offered an equitable resolution, we have closed our file. 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
Complaint: [redacted]
I am rejecting this response because: the business is attempting to alter the terms that I have must graciously offered them, those terms being a full refund. The burden of responsibility in this matter is solely on the business and it seems that they are seeking every opportunity to refuse a refund.
Sincerely,
Dustin H[redacted]
March 3, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided. I would first like to apologize that I did not return Mr. [redacted]’s call yesterday but I was out of the office all day and have been catching up all day today. Since he also filed this rebuttal, I have responded here. To that end, I have reviewed Mr. [redacted]’s rebuttal and did not find that he brought forth any new information. The fact is that the price of the part is the price that we charge every person that has that repair where we supply the part. There was no inflation of charges just to somehow make Mr. [redacted] pay something out-of-pocket and there is no benefit to the service unit to even do this. They get paid through the contract and it is all the same to them.; Furthermore, the technicians do not work on any commission so they have no incentive to increase the cost of a repair; they receive the same paycheck either way. With that said, in the process of reviewing the service provided along with the subsequently scheduled call where our technician could not find anything wrong with the prior repair, I noticed that Mr. [redacted] encountered several issues with having service calls rescheduled and even once when the service was scheduled on the wrong dryer that did not have coverage. So while we do not find Mr. [redacted] is entitled to a refund for the charges paid due to any over charge on our part, we do feel from a customer service standpoint that he did have a less than desirable service experience and as such, as a customer courtesy we are willing to refund him the $100.55 to his [redacted] card ending in [redacted] To accomplish this, we will need Mr. [redacted] to call or email me the first 12 digits of his 16 digit card number so that I can process the refund; due to the length of time that has elapsed the card information is no longer viewable in our system. I can be reached via email at [redacted] or via phone at [redacted] On the latter I am usually accessible Monday through Thursday from 7:00-4:00 and for email, I am available those times and additionally on Fridays for that same time. At this time, since we are willing to refund Mr. [redacted] the disputed charge albeit for a different reason than for what he requested and are only pending his response with the necessary information, 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]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. Ms [redacted] from Sears Holdings has been incredibly helpful and extremely pleasant to work with resolving our issue.
Sincerely,
[redacted]
February 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. It...
is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her washer. We would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. It is understandable how the series of events noted within Ms. [redacted] complaint may have exacerbated her frustrations and we sincerely apologize for any inconvenience we may have caused Ms. [redacted]. With that said, Sears Home Services is strictly a service provider and contracted by [redacted] to repair Ms. [redacted] washer. It is unfortunate that the repair took longer than expected; receiving a damaged part could not be anticipated. While we empathize with Ms. [redacted], Sears Home Services would not be the party responsible for providing reimbursement for laundry expenses; these requests should be directed to her service contract administrator, [redacted] In summary, since we have documented Ms. [redacted] concerns with the repair process and completed the repair to her washer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: #94570261 - Mary [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding the refund she had not yet received for parts that were picked...
up by our technician.
We would like to clarify that when a technician sends in a CWO form, it goes to our billing department at the end of the week via regular mail. Once our billing department receives it, it can take several days to be sorted to the correct group, and then several more days once it gets to the right group, to be processed. Our records indicate that the form was filled out on August 27, 2015, and a refund was processed on September 15, 2015, for the full amount of the service call of $340.91; this was credited back to the Visa ending [redacted]. As for the repair itself, we do show that the washer was still repairable it was just that the cost to do so had apparently become prohibitive as the additional part needed would have increased the cost of the repair by a few hundred dollars more than we had already estimated. With that said, since we did provide Ms. [redacted] with the refund she was seeking, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com
September 15th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / Socorro D[redacted] Via: Revdex.com website
Dear [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 reached an amicable resolution. When I spoke to Mr. D[redacted] on 8/30/17, he let me know that the repair to his HVAC unit had already been completed. He also let me know that the unit was working fine now. There is nothing else that needs to be addressed.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. J[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]searshomepro.com.
Sincerely,
Carlos C[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Christos P[redacted] Via: 1st Class Mail
September 16, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # [redacted] – Vesta [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the charges she incurred for an in-home service...
visit to assess her refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed the service order and the related charges. Ms. [redacted] paid our technician $166.30 for the parts and labor to repair her refrigerator. The technician determined that the unit was non-repairable and returned the parts for a refund. We would like to note that when Ms. [redacted] called to schedule service, she was informed of the $75 non refundable diagnostic fee (plus 4.88 tax). Since the unit was non repairable, Ms. [redacted] was due a refund less the $79.88 for the diagnostic fee; $166.30 - $79.88 = total refund due $86.42. We apologize that on August 8, 2016 Ms. [redacted] was only issued a refund of $48.01.
For customer satisfaction, on September 13, 2016 we issued Ms. [redacted] an additional credit of $118.29 which included a refund of the diagnostic fee as well. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
February 25, 2016 Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611 Our File No: [redacted]Revdex.com Case #: [redacted]Via: Revdex.com Website Dear Ms. [redacted], Thank you for contacting Sears Home Improvement Products, Inc. (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. Pursuant to Ms. [redacted]’ request, we have returned to the home for three service visits. During the first visit we determined that new fuses and a new heat strip were needed. On the second visit we felt it would be a better long-term solution to install a heat kit and a new thermostat. On February 19th, we installed two relays and the thermostat. We have received both written and verbal confirmation from Karen [redacted] that the HVAC unit is operating as it should and the member is satisfied with the resolution. Additionally, as a gesture of customer service Ms. [redacted]’ existing maintenance protection agreement has been extended until October 18, 2017. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] x [redacted], or via email at Heather.[redacted]@searshomepro.com. Sincerely, Heather [redacted]SHIP/HI Regulatory Complaint Specialist cc: Amanda [redacted] via 1st class postage Tell us why here...
May 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [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 his washer repair. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience Mr. [redacted] may have experienced. On May 25, 2016, [redacted] with unit [redacted] spoke with Mr. [redacted] in regard to his concerns. Mr. [redacted] was offered and subsequently accepted a partial refund in the amount of $89.00. Accordingly, a refund request was submitted on May 25th, so Mr. [redacted] should see a credit post to his [redacted] account in the next seven to ten business days. In summary, since we documented Mr. [redacted] concerns with the repair process and issued the aforementioned refund, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 7[redacted]
September 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94567657 - Cody [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'...
complaint regarding his recent online order.
It is unfortunate that we failed Mr. [redacted]' expectations as we value his patronage. We apologize for the events that Mr. [redacted] detailed 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. Fortunately, our records show that the refund was corrected on September 3, 2015, for $85.82 on return receipt number 093004413411. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. In the interim, since we have confirmed the 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,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from Sears Outlet. [redacted], manager...
of the Fenton Sears Outlet provided the following response: On January 10, 2017 at 2:45pm I contacted Ms. [redacted] and apologized for the issues that she's had with the refrigerator. That said I offered Ms. [redacted] a "new in box" replacement of the exact same refrigerator that she currently has in her home. That offer was and Ms. [redacted] new refrigerator will be delivered to her home on Thursday, January 12, 2017. Moving forward, if I can be of any additional assistance to Ms. [redacted], she can reach me at the store by calling [redacted]. Since we have noted the actions taken to resolve Ms. [redacted] concerns, we ask that 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, [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 find that this resolution is satisfactory to me.
Sincerely,
Danyle H[redacted]
Initial Business Response /* (1000, 13, 2015/05/11) */
Contact Name and Title: [redacted]
May 11, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have not completed the...
investigation of [redacted] complaint regarding her washer repair.
[redacted] is currently scheduled to have a technician install parts in her ** washer on May 12, 2015. Sears Technical Assistance Center is researching the part needed for [redacted] washer and service is tentatively scheduled for May 14, 2015; contingent upon the results of the research. However, until we have the opportunity to complete the repairs, we will be unable to make a final determination on whether any further assistance or compensation is warranted. Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. Once we have made a final decision in this matter, we will notify you immediately. In the interim, we ask that this case remain open, pending the aforementioned repairs.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 15, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The [redacted] washing machine was finally repaired after 7 scheduled appointments spanning 2 months', during which time the machine was completely inoperable. My request for some compensation has resulted in an offer of $100 for laundry services, tho I am told that it will take up to 27 days to actually receive a check & I do not have it yet. I will assume the $100 will arrive & assume this is the best that can be done. The ** washing machine--sold to me by [redacted] & warranted by [redacted] who contracted [redacted] repair services--has had several parts replaced & the machine works much better, tho it still fails to complete most of the cycles, requiring me to set up repeat "spin only" cycles. [redacted] tells me that they have done all they can, & that if I am not satisfied I will need to call the warranty company & ask for another service order to be opened. At this point, after being without both of my washing machines for 2 months, I am simply glad that the machine sort-of works & I will accept that [redacted] has done all they can.
Complaint: [redacted] I will consider this response satisfied once the new microwave is installed and reimbursement has been paid. I will call the installation team today.
Sincerely,
[redacted]
March 17, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator. It...
is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted] After reviewing the notes in Ms. [redacted] service order, my office contacted her to offer an in-warranty exchange. While her refrigerator was repairable; the door needed to complete the repair was not available for several months. Ms. [redacted] accepted the offer and selected a new ** side by side refrigerator. The exchange was processed on March 16, 2017, and Ms. [redacted] is scheduled for delivery on March 27, 2017; the first available date. If Ms. [redacted] has any further questions, she can send an email to [redacted] Furthermore, my office will monitor the delivery to ensure that it is completed. In the interim, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Weldon L J[redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his Sears Home Warranty. We would first like to point out...
that [redacted] Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), 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 Mr. [redacted] contract. Our records show that Mr. [redacted] warranty was cancelled on the day he called and requested, August 17, 2017. Since we show Mr. J[redacted] warranty was cancelled at his request we have closed this case. We apologize to Mr. J[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. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S[redacted]
Initial Business Response /* (1000, 12, 2015/07/13) */
July 13, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # XXXXXXXX - [redacted]
Dear Ms. [redacted]
We have completed our investigation of Mr. [redacted]' complaint regarding...
service for his Craftsman riding mower.
We would first like to point out that since Mr. [redacted] is no longer under a manufactures warranty he can have his riding mower repaired at any service provider. With that being said we found that Mr. [redacted] was being assisted by [redacted] in our escalated customer care department. Ms. [redacted] found that Mr. [redacted] did take his mower to his local service provider and offered a onetime only customer satisfaction resolution of half the repair cost which was $106.65. Ms. [redacted] had a checked processed for $54.00 on July 8, 2015. If Mr. [redacted] is still in need of assistance he may contact Ms. [redacted] directly at XXX-XXX-XXXX ext. [redacted] As it is our understanding that the resolution proposed met with his approval, we have closed our file.
We apologize to Mr. [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,
[redacted] L. [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
1- TO SEARS- I am sorry this got this far. On July 2 I settled this matter with your rep [redacted] I also send a request to the Revdex.com to cancel this request. They must not have received my request or computers are responding for them, not humans.
2- TO Revdex.com- As I stated above I send you a request to cancel this matter on July 2 since I resolved this matter with Sears. Lets see if your system is computer generated or HUMANS STILL DO THERE JOBS. I AM REQUESTING THAT YOU RESPOND TO ME BY JULY 17 OR I WILL FILE A COMPLAINT AGAINST YOU, THE Revdex.com, WITH THE FCC, FEDERAL TRADE COMS AND WITH ANYONE ELSE THAT YOU ARE GOVERNED BY. WAITING....
October 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request to receive the remaining refund. [redacted] Store General Manager for Kmart Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can understand how the series of events noted in her complaint has caused her to lose faith in Sears. Additionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the orders, we show that a refund of $95.39 and $8.77 was issued on September 27, 2016, for order [redacted]. As for order [redacted] we show a refund of $12.71 processed on September 21, 2016. It appears the only item that is remaining is for the toothbrush which was ready for pick up at the store. Accordingly, we have canceled the order and a refund has been issued from the store. Should Ms. [redacted] have any questions, she may contact our store directly at [redacted]. In the interim, we have noted Ms. [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
October 27, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Sergey [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction...
with our customer service and non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order for pick up at his local Sears Store. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Dan [redacted], Manager for Sears Store number 1018, attempted to reach Mr. [redacted] by telephone and spoke with his mother. At that time, he apologized and offered to personally deliver the wrench set to their home on October 16, 2016. Mrs. [redacted] indicated that this would meet with Mr. [redacted] satisfaction and stated she would inform him that the item would be delivered. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him 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. If Mr. [redacted] has any remaining concerns or would like to discuss his issue further, he may contact Dan [redacted] at ([redacted]) [redacted]. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and an equitable 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] 1-800-762-3049 Ext. [redacted]
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Mr. [redacted] made several attempts to see if the return shipping would be covered which was never answered. While the product is well outside the sellers return policy, we are making a onetime courtesy exception to return the product. We sent an email correspondence to Mr. [redacted] explaining this information and advising that he will be receiving a return label via email shortly. For Mr. [redacted] records the return tracking number is [redacted]. Mr. [redacted] will need to return the product using the label that was sent to him via email. Once the product is returned, Mr. [redacted] is to follow up with me via email at [redacted] to ensure that the refund is processed. In closure, since we have offered an equitable resolution, we have closed our file. 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
Complaint: [redacted]
I am rejecting this response because: the business is attempting to alter the terms that I have must graciously offered them, those terms being a full refund. The burden of responsibility in this matter is solely on the business and it seems that they are seeking every opportunity to refuse a refund.
Sincerely,
Dustin H[redacted]
March 3, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided. I would first like to apologize that I did not return Mr. [redacted]’s call yesterday but I was out of the office all day and have been catching up all day today. Since he also filed this rebuttal, I have responded here. To that end, I have reviewed Mr. [redacted]’s rebuttal and did not find that he brought forth any new information. The fact is that the price of the part is the price that we charge every person that has that repair where we supply the part. There was no inflation of charges just to somehow make Mr. [redacted] pay something out-of-pocket and there is no benefit to the service unit to even do this. They get paid through the contract and it is all the same to them.; Furthermore, the technicians do not work on any commission so they have no incentive to increase the cost of a repair; they receive the same paycheck either way. With that said, in the process of reviewing the service provided along with the subsequently scheduled call where our technician could not find anything wrong with the prior repair, I noticed that Mr. [redacted] encountered several issues with having service calls rescheduled and even once when the service was scheduled on the wrong dryer that did not have coverage. So while we do not find Mr. [redacted] is entitled to a refund for the charges paid due to any over charge on our part, we do feel from a customer service standpoint that he did have a less than desirable service experience and as such, as a customer courtesy we are willing to refund him the $100.55 to his [redacted] card ending in [redacted] To accomplish this, we will need Mr. [redacted] to call or email me the first 12 digits of his 16 digit card number so that I can process the refund; due to the length of time that has elapsed the card information is no longer viewable in our system. I can be reached via email at [redacted] or via phone at [redacted] On the latter I am usually accessible Monday through Thursday from 7:00-4:00 and for email, I am available those times and additionally on Fridays for that same time. At this time, since we are willing to refund Mr. [redacted] the disputed charge albeit for a different reason than for what he requested and are only pending his response with the necessary information, 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]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. Ms [redacted] from Sears Holdings has been incredibly helpful and extremely pleasant to work with resolving our issue.
Sincerely,
[redacted]
February 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. It...
is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her washer. We would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. It is understandable how the series of events noted within Ms. [redacted] complaint may have exacerbated her frustrations and we sincerely apologize for any inconvenience we may have caused Ms. [redacted]. With that said, Sears Home Services is strictly a service provider and contracted by [redacted] to repair Ms. [redacted] washer. It is unfortunate that the repair took longer than expected; receiving a damaged part could not be anticipated. While we empathize with Ms. [redacted], Sears Home Services would not be the party responsible for providing reimbursement for laundry expenses; these requests should be directed to her service contract administrator, [redacted] In summary, since we have documented Ms. [redacted] concerns with the repair process and completed the repair to her washer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: #94570261 - Mary [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding the refund she had not yet received for parts that were picked...
up by our technician.
We would like to clarify that when a technician sends in a CWO form, it goes to our billing department at the end of the week via regular mail. Once our billing department receives it, it can take several days to be sorted to the correct group, and then several more days once it gets to the right group, to be processed. Our records indicate that the form was filled out on August 27, 2015, and a refund was processed on September 15, 2015, for the full amount of the service call of $340.91; this was credited back to the Visa ending [redacted]. As for the repair itself, we do show that the washer was still repairable it was just that the cost to do so had apparently become prohibitive as the additional part needed would have increased the cost of the repair by a few hundred dollars more than we had already estimated. With that said, since we did provide Ms. [redacted] with the refund she was seeking, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com
September 15th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / Socorro D[redacted] Via: Revdex.com website
Dear [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 reached an amicable resolution. When I spoke to Mr. D[redacted] on 8/30/17, he let me know that the repair to his HVAC unit had already been completed. He also let me know that the unit was working fine now. There is nothing else that needs to be addressed.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. J[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]searshomepro.com.
Sincerely,
Carlos C[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Christos P[redacted] Via: 1st Class Mail
September 16, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # [redacted] – Vesta [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the charges she incurred for an in-home service...
visit to assess her refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed the service order and the related charges. Ms. [redacted] paid our technician $166.30 for the parts and labor to repair her refrigerator. The technician determined that the unit was non-repairable and returned the parts for a refund. We would like to note that when Ms. [redacted] called to schedule service, she was informed of the $75 non refundable diagnostic fee (plus 4.88 tax). Since the unit was non repairable, Ms. [redacted] was due a refund less the $79.88 for the diagnostic fee; $166.30 - $79.88 = total refund due $86.42. We apologize that on August 8, 2016 Ms. [redacted] was only issued a refund of $48.01.
For customer satisfaction, on September 13, 2016 we issued Ms. [redacted] an additional credit of $118.29 which included a refund of the diagnostic fee as well. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
February 25, 2016 Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611 Our File No: [redacted]Revdex.com Case #: [redacted]Via: Revdex.com Website Dear Ms. [redacted], Thank you for contacting Sears Home Improvement Products, Inc. (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. Pursuant to Ms. [redacted]’ request, we have returned to the home for three service visits. During the first visit we determined that new fuses and a new heat strip were needed. On the second visit we felt it would be a better long-term solution to install a heat kit and a new thermostat. On February 19th, we installed two relays and the thermostat. We have received both written and verbal confirmation from Karen [redacted] that the HVAC unit is operating as it should and the member is satisfied with the resolution. Additionally, as a gesture of customer service Ms. [redacted]’ existing maintenance protection agreement has been extended until October 18, 2017. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] x [redacted], or via email at Heather.[redacted]@searshomepro.com. Sincerely, Heather [redacted]SHIP/HI Regulatory Complaint Specialist cc: Amanda [redacted] via 1st class postage Tell us why here...
May 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [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 his washer repair. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience Mr. [redacted] may have experienced. On May 25, 2016, [redacted] with unit [redacted] spoke with Mr. [redacted] in regard to his concerns. Mr. [redacted] was offered and subsequently accepted a partial refund in the amount of $89.00. Accordingly, a refund request was submitted on May 25th, so Mr. [redacted] should see a credit post to his [redacted] account in the next seven to ten business days. In summary, since we documented Mr. [redacted] concerns with the repair process and issued the aforementioned refund, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 7[redacted]
September 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94567657 - Cody [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'...
complaint regarding his recent online order.
It is unfortunate that we failed Mr. [redacted]' expectations as we value his patronage. We apologize for the events that Mr. [redacted] detailed 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. Fortunately, our records show that the refund was corrected on September 3, 2015, for $85.82 on return receipt number 093004413411. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. In the interim, since we have confirmed the 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,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from Sears Outlet. [redacted], manager...
of the Fenton Sears Outlet provided the following response: On January 10, 2017 at 2:45pm I contacted Ms. [redacted] and apologized for the issues that she's had with the refrigerator. That said I offered Ms. [redacted] a "new in box" replacement of the exact same refrigerator that she currently has in her home. That offer was and Ms. [redacted] new refrigerator will be delivered to her home on Thursday, January 12, 2017. Moving forward, if I can be of any additional assistance to Ms. [redacted], she can reach me at the store by calling [redacted]. Since we have noted the actions taken to resolve Ms. [redacted] concerns, we ask that 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]