[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted] Kenneth G[redacted] Dear [redacted] We have completed our investigation of Mr. G[redacted] complaint regarding his freezer door lock. It is important to note that the lock on...
G[redacted] freezer is just to secure the door from opening accidentally but is not the type of lock that can or will stand up to extreme pressure or strong jerking of the freezer door. This is what was found to have happen to the door lock and why it’s repair is not covered by any service or manufacture warranty therefore have closed this case. We apologize to Mr. G[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 SpecialistSears Holdings Corporation[redacted]
November 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- Yvonne F[redacted] Dear [redacted] We have completed the...
investigation of Ms. F[redacted] complaint regarding her lease. First of all, we want to note that [redacted] It (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirements. A copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account. Our Lease program is not a finance or lease to own program. Rather, [redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five months. Upon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. WNLI has reviewed its records and concluded it properly administered the lease. So far, Ms. F[redacted] has not arranged for a purchase of the lease property nor did she return the leased items to WNLI. As such, she is subject to the terms of her lease and any further communications regarding this matter need to be directed to WNLI as we cannot assist. In light of the aforementioned information, we have closed our file. We apologize to Ms. F[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
June 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed our investigation of Mrs. B[redacted] complaint regarding a recent...
service call for her refrigerator. It is regrettable that we failed Mrs. B[redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. B[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 Mrs. B[redacted] that we appreciate her 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 have forwarded Mrs. B[redacted] concerns to the appropriate management team for further review. Upon researching Mrs. B[redacted] complaint, we found that the refund in question was processed on April 29, 2017, under sales check [redacted]. We have included a copy of the refund sales check for Mrs. B[redacted] records. The reason Mrs. B[redacted] may not have realized that the refund was processed because it was processed to a different [redacted] account than the one that was used to pay for the parts. On March 20, 2017, Mrs. B[redacted] paid for the parts with the [redacted] account ending in [redacted] however, it appears that her husband provided a different account to our escalated customer service group, Customer Solutions, when he called inquiring about the refund because the refund was processed under [redacted] account ending in [redacted] With that said, since we have confirmed that the refund Mrs. B[redacted] is seeking has been completed, we ask that this matter be closed. We apologize to Mrs. B[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist Enclosure
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response, however a $50 gift card does not satisfy our customer being without hot water for almost 2 weeks. I will never purchase an appliance from Sears EVER again for the plain and simple fact that their...
customer service is horrible- to make a family live without hot water for almost 2 weeks and not seeing the urgency in the matter. I understand the address confusion, but that's not what frustrates me.
September 7, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Claudine A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple...
service attempts on her washer and the service appointment availability.
As clarification, Ms. [redacted] purchased a Master Protection Agreement that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. We have researched Ms. [redacted]’s service history, and under the aforementioned terms, on September 2, 2016 she did meet the criteria for replacement.
According to our notes, on September 5, 2016 our contract department authorized for the replacement of the washer due to the multiple repair attempts. Ms. [redacted] has been authorized for $ 870.00 towards a replacement washer from Sears. Delivery and haul away are covered with your protection agreement. Once the replacement has been delivered, the protection agreement will be transferred to the new one. The authorization will expire within 90 days. With that being said, since we have provided Ms. [redacted] with her requested resolution, 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] direct
Matilda.[redacted]@searshc.com
July 12, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his central a/c repair. It...
is regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his central a/c unit. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. [redacted] for any inconvenience we may have caused him. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Barbara Lawrence with unit [redacted] subsequently spoke with Mr. [redacted] regarding his service experience. Ms. L[redacted] agreed to refund Mr. [redacted] for the repair and she submitted a refund request on July 12, 2017. Mr. [redacted] should see a credit in the amount of $290.67 post to his [redacted] account ending in [redacted] in the next seven to ten days. In the interim, since it is our understanding that Mr. [redacted] is satisfied with the aforementioned 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
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. Thanks.
Sincerely,
[redacted] [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,
[redacted]
August 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr....
K[redacted] complaint regarding his patio umbrella. As an exception to our return policy, we have issued a full refund to Mr. K[redacted] account and he may dispose of it as he wishes. In light of the aforementioned information, we have closed our file. We apologize to Mr. K[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 15, 2017 [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 online order and request for an...
exchange. It is unfortunate if we failed Ms. [redacted] expectations as we value her patronage. 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 notes in the order, delivery shows that an exchange was processed on April 26, 2017. For Ms. [redacted] records the exchange receipt number is [redacted] Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. 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
Complaint: [redacted]
I am rejecting this response because:We understand that the warranty expired and we were more than willing to pay the cost of labor for the repair, which we did. Our problem is that the repair that we paid for failed REPEATEDLY either because they provided inept and inexperienced technicians or faulty parts. This resulted in another occasion in which we were forced to throw away all of our perishable food. This also resulted in us having to live without the refrigerator for OVER 2 months. This is completely unacceptable. Had the original repair actually worked we would have been satisfied. Even today we check the temperature every time we open the refrigerator because we fear it will fail again.
Sincerely,
[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,
James [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Yolene [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding warranty coverage for her cracked cook top. It is not unusual...
to have a cooktop crack or shatter while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. In Ms. [redacted]’s case it is apparent that there was what is called “Pan Transfer” this is where the customer is using a pan that is either wet or has staining on the bottom due to age. The picture provided by our service technician shows a white residue that is larger than the burner. This shows that the pan used on that burner was larger than the burner which is not following the manufactures recommendation in her owner’s manual. When there is a residue on a pan it will transfer to the cook top as the burner is heating up, this residue prevents the heat of the burner from dissipating since the normal process of heating the pan is prevented by the residue causing the cooktop itself to heat up and crack. This can happen over time or quickly depending on the pan and the amount of residue on the cooktop. Unfortunately this is not covered under the manufacture warranty or the extended Master protection agreement she purchased either. Both warranties state that repairs due to customer misuse are not covered. Once the cooktop is repaired at Ms. [redacted]’s cost the master protection agreement will continue to cover any mechanical defects. If Ms. [redacted] fells that the Master Protection Agreement holds no value for her she need only contact our benefits department directly at 1-800-827-6655 and we will be happy to cancel and refund her for that agreement. Since we have address Ms. [redacted]’s complaint and why the repairs needed for the cook top are not covered under her warranty we have closed our case. We apologize to Ms. [redacted]’s 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
June 1, 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 Sears Duct...
Cleaning. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Duct Cleaning to schedule an appointment. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we forwarded her concerns to the appropriate management team for further review. It is our understanding that Ms. [redacted] was contacted by the Sears Duct Cleaning office to discuss her concerns. As a conciliatory gesture for failing her customer service expectations, Ms. [redacted] was offered a $25.00 gift card, which she accepted. With that said, since Ms. [redacted] indicated that she is satisfied with the outcome of her complaint, 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
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
July 7, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - [redacted]
Dear Ms. [redacted],
...
We have completed the investigation of Mr. [redacted] complaint regarding his online order.
After reviewing the complaint, we researched the order and found that Mr. [redacted] had previously been in contact with Online Solutions, Sears escalated complaint department. Online Solutions issued a full refund of $73.52 for the GI Base Camp Cot on June 26, 2015. The refund went back to Mr. [redacted] account ending in [redacted]. We apologize for any inconveniences Mr. [redacted] may have experienced with not receive the GI Base Camp Cot and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Should Mr. [redacted] have any further questions or concerns, he may contact [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
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
February 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms. [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her recent online...
order experience and request to receive the tool box she ordered or one of equal value. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Mrs. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred, and 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 complaint filed, we were able to speak with Mrs. [redacted] and offered a five drawer tool box that has the same original price. Mrs. [redacted] stated that she would think about it and get back to us as to whether she wants to wait on the back order or take the tool box that we offered. Should Mrs. [redacted] have any questions, she may contact our store directly at [redacted]. In the interim, we have noted Mrs. [redacted] concerns and respectfully ask to have this matter closed, pending her decision. 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
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,
[redacted]
August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a recent...
purchase. As clarification, our site says: “choose the services that are best for you.” Then the page has the consumer select “I would like my tires installed by Sears.” Under that, it says “you can add installation services below, if any.” : If you do not select this option, installation is not provided. Performance balance is part of installation and that must be selected. It says “tire balance amounting included.” There is also a cost reflected for this service. Since Mr. [redacted] did not select balance and mounting, he did not pay for installation when he initially checked out and we are not able to provide him with a refund for this charge as a result. However, as a courtesy we have issued a credit for $34.70 worth of points, which is half of the mounting fee to his SYWR account since approximately $44.00 used a portion of his points on the initial order. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted] Specialist, Regulatory Complaints[redacted]Email: [redacted].[redacted]@searshc.com Tell us why here...
August 8, 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 dissatisfaction with our...
customer service and non-receipt of a refund for his returned sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. 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, we our records indicate that sears.com confirmed Mr. [redacted] return and issued refunds of $209.00 and $250.00 to his [redacted] ending in [redacted] on July 29, 2016. At this time, we can only reiterate that we truly regret any inconvenience he 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. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted] Kenneth G[redacted] Dear [redacted] We have completed our investigation of Mr. G[redacted] complaint regarding his freezer door lock. It is important to note that the lock on...
G[redacted] freezer is just to secure the door from opening accidentally but is not the type of lock that can or will stand up to extreme pressure or strong jerking of the freezer door. This is what was found to have happen to the door lock and why it’s repair is not covered by any service or manufacture warranty therefore have closed this case. We apologize to Mr. G[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 SpecialistSears Holdings Corporation[redacted]
November 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- Yvonne F[redacted] Dear [redacted] We have completed the...
investigation of Ms. F[redacted] complaint regarding her lease. First of all, we want to note that [redacted] It (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirements. A copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account. Our Lease program is not a finance or lease to own program. Rather, [redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five months. Upon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. WNLI has reviewed its records and concluded it properly administered the lease. So far, Ms. F[redacted] has not arranged for a purchase of the lease property nor did she return the leased items to WNLI. As such, she is subject to the terms of her lease and any further communications regarding this matter need to be directed to WNLI as we cannot assist. In light of the aforementioned information, we have closed our file. We apologize to Ms. F[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
June 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed our investigation of Mrs. B[redacted] complaint regarding a recent...
service call for her refrigerator. It is regrettable that we failed Mrs. B[redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. B[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 Mrs. B[redacted] that we appreciate her 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 have forwarded Mrs. B[redacted] concerns to the appropriate management team for further review. Upon researching Mrs. B[redacted] complaint, we found that the refund in question was processed on April 29, 2017, under sales check [redacted]. We have included a copy of the refund sales check for Mrs. B[redacted] records. The reason Mrs. B[redacted] may not have realized that the refund was processed because it was processed to a different [redacted] account than the one that was used to pay for the parts. On March 20, 2017, Mrs. B[redacted] paid for the parts with the [redacted] account ending in [redacted] however, it appears that her husband provided a different account to our escalated customer service group, Customer Solutions, when he called inquiring about the refund because the refund was processed under [redacted] account ending in [redacted] With that said, since we have confirmed that the refund Mrs. B[redacted] is seeking has been completed, we ask that this matter be closed. We apologize to Mrs. B[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist Enclosure
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response, however a $50 gift card does not satisfy our customer being without hot water for almost 2 weeks. I will never purchase an appliance from Sears EVER again for the plain and simple fact that their...
customer service is horrible- to make a family live without hot water for almost 2 weeks and not seeing the urgency in the matter. I understand the address confusion, but that's not what frustrates me.
September 7, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Claudine A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple...
service attempts on her washer and the service appointment availability.
As clarification, Ms. [redacted] purchased a Master Protection Agreement that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. We have researched Ms. [redacted]’s service history, and under the aforementioned terms, on September 2, 2016 she did meet the criteria for replacement.
According to our notes, on September 5, 2016 our contract department authorized for the replacement of the washer due to the multiple repair attempts. Ms. [redacted] has been authorized for $ 870.00 towards a replacement washer from Sears. Delivery and haul away are covered with your protection agreement. Once the replacement has been delivered, the protection agreement will be transferred to the new one. The authorization will expire within 90 days. With that being said, since we have provided Ms. [redacted] with her requested resolution, 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] direct
Matilda.[redacted]@searshc.com
July 12, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his central a/c repair. It...
is regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his central a/c unit. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. [redacted] for any inconvenience we may have caused him. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Barbara Lawrence with unit [redacted] subsequently spoke with Mr. [redacted] regarding his service experience. Ms. L[redacted] agreed to refund Mr. [redacted] for the repair and she submitted a refund request on July 12, 2017. Mr. [redacted] should see a credit in the amount of $290.67 post to his [redacted] account ending in [redacted] in the next seven to ten days. In the interim, since it is our understanding that Mr. [redacted] is satisfied with the aforementioned 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
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. Thanks.
Sincerely,
[redacted] [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,
[redacted]
August 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr....
K[redacted] complaint regarding his patio umbrella. As an exception to our return policy, we have issued a full refund to Mr. K[redacted] account and he may dispose of it as he wishes. In light of the aforementioned information, we have closed our file. We apologize to Mr. K[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 15, 2017 [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 online order and request for an...
exchange. It is unfortunate if we failed Ms. [redacted] expectations as we value her patronage. 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 notes in the order, delivery shows that an exchange was processed on April 26, 2017. For Ms. [redacted] records the exchange receipt number is [redacted] Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. 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
Complaint: [redacted]
I am rejecting this response because:We understand that the warranty expired and we were more than willing to pay the cost of labor for the repair, which we did. Our problem is that the repair that we paid for failed REPEATEDLY either because they provided inept and inexperienced technicians or faulty parts. This resulted in another occasion in which we were forced to throw away all of our perishable food. This also resulted in us having to live without the refrigerator for OVER 2 months. This is completely unacceptable. Had the original repair actually worked we would have been satisfied. Even today we check the temperature every time we open the refrigerator because we fear it will fail again.
Sincerely,
[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,
James [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Yolene [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding warranty coverage for her cracked cook top. It is not unusual...
to have a cooktop crack or shatter while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. In Ms. [redacted]’s case it is apparent that there was what is called “Pan Transfer” this is where the customer is using a pan that is either wet or has staining on the bottom due to age. The picture provided by our service technician shows a white residue that is larger than the burner. This shows that the pan used on that burner was larger than the burner which is not following the manufactures recommendation in her owner’s manual. When there is a residue on a pan it will transfer to the cook top as the burner is heating up, this residue prevents the heat of the burner from dissipating since the normal process of heating the pan is prevented by the residue causing the cooktop itself to heat up and crack. This can happen over time or quickly depending on the pan and the amount of residue on the cooktop. Unfortunately this is not covered under the manufacture warranty or the extended Master protection agreement she purchased either. Both warranties state that repairs due to customer misuse are not covered. Once the cooktop is repaired at Ms. [redacted]’s cost the master protection agreement will continue to cover any mechanical defects. If Ms. [redacted] fells that the Master Protection Agreement holds no value for her she need only contact our benefits department directly at 1-800-827-6655 and we will be happy to cancel and refund her for that agreement. Since we have address Ms. [redacted]’s complaint and why the repairs needed for the cook top are not covered under her warranty we have closed our case. We apologize to Ms. [redacted]’s 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
June 1, 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 Sears Duct...
Cleaning. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Duct Cleaning to schedule an appointment. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we forwarded her concerns to the appropriate management team for further review. It is our understanding that Ms. [redacted] was contacted by the Sears Duct Cleaning office to discuss her concerns. As a conciliatory gesture for failing her customer service expectations, Ms. [redacted] was offered a $25.00 gift card, which she accepted. With that said, since Ms. [redacted] indicated that she is satisfied with the outcome of her complaint, 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
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
July 7, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - [redacted]
Dear Ms. [redacted],
...
We have completed the investigation of Mr. [redacted] complaint regarding his online order.
After reviewing the complaint, we researched the order and found that Mr. [redacted] had previously been in contact with Online Solutions, Sears escalated complaint department. Online Solutions issued a full refund of $73.52 for the GI Base Camp Cot on June 26, 2015. The refund went back to Mr. [redacted] account ending in [redacted]. We apologize for any inconveniences Mr. [redacted] may have experienced with not receive the GI Base Camp Cot and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Should Mr. [redacted] have any further questions or concerns, he may contact [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
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
February 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms. [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her recent online...
order experience and request to receive the tool box she ordered or one of equal value. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Mrs. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred, and 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 complaint filed, we were able to speak with Mrs. [redacted] and offered a five drawer tool box that has the same original price. Mrs. [redacted] stated that she would think about it and get back to us as to whether she wants to wait on the back order or take the tool box that we offered. Should Mrs. [redacted] have any questions, she may contact our store directly at [redacted]. In the interim, we have noted Mrs. [redacted] concerns and respectfully ask to have this matter closed, pending her decision. 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
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,
[redacted]
August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a recent...
purchase. As clarification, our site says: “choose the services that are best for you.” Then the page has the consumer select “I would like my tires installed by Sears.” Under that, it says “you can add installation services below, if any.” : If you do not select this option, installation is not provided. Performance balance is part of installation and that must be selected. It says “tire balance amounting included.” There is also a cost reflected for this service. Since Mr. [redacted] did not select balance and mounting, he did not pay for installation when he initially checked out and we are not able to provide him with a refund for this charge as a result. However, as a courtesy we have issued a credit for $34.70 worth of points, which is half of the mounting fee to his SYWR account since approximately $44.00 used a portion of his points on the initial order. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted] Specialist, Regulatory Complaints[redacted]Email: [redacted].[redacted]@searshc.com Tell us why here...
August 8, 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 dissatisfaction with our...
customer service and non-receipt of a refund for his returned sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. 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, we our records indicate that sears.com confirmed Mr. [redacted] return and issued refunds of $209.00 and $250.00 to his [redacted] ending in [redacted] on July 29, 2016. At this time, we can only reiterate that we truly regret any inconvenience he 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. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]