March 21, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Mona S [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint indicating the delay she had encountered in receiving service on her washerOur records indicate that the service was completed on the washer on March 4, Since that time, Ms [redacted] also called in to set preventative maintenance checks on several of her itemsOne call on her dryer is happening today and she has calls scheduled for her treadmill and garage door for March 27thSince the original service calls have been completed, we have closed our fileWe 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Mark C [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I will be happy with this response as long as we receive the reimbursement check this time
December 1, [redacted] Our File No: [redacted] Revdex.com File No: [redacted] Via: 1st Class US Postage Via email: [redacted] Dear Ms [redacted] This letter serves as a response to your rebuttal letter dated 11/16/2016, in regards to your concerns with the bathroom job that was completed on 1/2/While I understand that you disagree with the decision that has been made, it is the correct decision based solely upon the facts surrounding your contracts, installations and completionsOn 8/6/2016, we successfully made the warranty repairs as well as removed and reinstalled a different style of toilet, for customer satisfactionThis was done to satisfy your requests as you were not pleased with the toilet that was contracted and installed correctlyYou singed a service work order which states you certified the work listed had been completed to your satisfactoryI have enclosed a copy for your records The leaking pvc pipe was not a result of the original installationIf it had been a workmanship issue it would have leaked from the time of installSHIP was not made aware of any leaks until 11/14/As previously suggested, please contact a local carpenter or plumber of your choices to address any issues as the original workmanship warranty has expiredAdditionally, you may want to contact your homeowners insurance regarding the damages as this may the result of wear and tear At this time, our file remains closed and will not be reopenedThere will be no further offers or actions taken at this time as we have fulfilled our contractual obligationOn behalf of SHIP, please know that we value you as a customer and appreciate your patronageWe regret any and all frustrations that you have experienced and that you are dissatisfied with our decisionPlease feel free to contact the Regulatory Department directly if you have any additional questions Sincerely, [redacted] Enclosed (1) cc: Revdex.com
July 23, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case #: Carol [redacted] Via: Revdex.com Website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced as a result of this issue SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe 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 mannerOur project coordinator has received approval from senior management to do two returns in Ms [redacted] homeWe are working on a date and time when we can do that work for her and we are doing our best to get there as soon as possible We sympathize with any inconvenience and understand Ms [redacted] frustrations and will do all that we can to ensure she is satisfied with the serviceThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at 800- [redacted] ***, or via email at richard.***@searshomepro.com Sincerely, Richard [redacted] SHIP/HI Regulatory Complaint Specialist cc: Carol [redacted] via First Class Mail
February 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Joseph [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s complaint that his service agreement expired before it should have After extensive research of the case history we were able to confirm that Mr [redacted] ’s Repair Protection Agreement did expire before it should haveWe have adjusted this to show the correct expiration date of February 28, For customer satisfaction we also refunded Mr [redacted] for a recent part order on break away bolts and ordered him the snow blower nuts he needed as well at no cost to himSince it is our understanding that this resolution was acceptable to Mr [redacted] we have closed our case 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
February 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL 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 his sears.com order It is unfortunate that we failed Mr [redacted] ’ expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted As clarification, “Bait and Switch” is defined to mean “An illegal tactic in which a seller advertises a product with the intention of persuading customers to purchase a more expensive product.” However, we did not find any indication that our associates and online agents made any suggestions regarding the pricing or selection of a different item Mr [redacted] ’ experience instead seems to be the result of an inventory discrepancy With that having been said, our records indicate that Eichelle [redacted] Assistant Manager for Sears Store number [redacted] assisted Mr [redacted] by offering to cancel his online order and place a new order for store pick up on January 31, Ms [redacted] also made an offer to compensate Mr [redacted] for his truck rental and overall customer service experience He accepted her offer and indicated that it met with her approval At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] 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 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, [redacted] Regulatory Complaint Specialist [redacted] ***
October 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the range failed too soon and her request for an exchange We apologize that Ms [redacted] range failed sooner than she expectedThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the item is new As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy [redacted] mentioned that she purchased the range onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the range on August 8, 2016, and then attempted to exchange it on September 17, 2016, she was clearly over the 30-day “hassle-free” return period However, after the Sears hassle-free 30-day return/exchange period has expired, the range is covered by the manufacturer’s one-year warranty for parts and labor to service the rangeAccording to our records, the manufacturer’s warranty will expire on August 9, Since Ms [redacted] mentioned in her complaint that the burners on the range were not working, we offered to schedule a warranty repairMs [redacted] voiced her concern that the range is defective since it did not work on the initial useWe assured Ms [redacted] that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warrantyService is currently scheduled for the range on October 18, With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the charge for a recent service call on his treadmill and his request for a refund At the time Mr [redacted] called to schedule service through Sears Home Services, he was apprised that since his treadmill was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair is completed, a fee is dueAlthough we are within our rights to decline Mr [redacted] request for a refund, we have processed a credit request in the amount of $99.00, as a one-time customer courtesy The credit was requested on August 2, 2016, so Mr [redacted] can expect to see it post to his *** account ending in [redacted] in approximately five to seven business days from this date With that said, since we are providing Mr [redacted] with his requested resolution, we ask to have this matter closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: the issue has not yet been resolved! It's unbelievable how long this process has dragged out Yes, the original part arrived damaged and a new one was ordered However, they still sent a technician to my home before the replacement part arrived even though I had informed them numerous times (over the phone when trying to reschedule the appointment) that the part had not yet arrived When the technician arrived at my home February 10, 2017, I was home, but I had to ask him to leave and come back after all the parts were received Currently I have an appointment for Friday, February 17, 2017, not February 20, The contradiction of this response in and of itself is the exact reason for my refusing to accept I will not accept a response until the work is complete and satisfactory To this point, no repair work has been completed, only parts ordered Sincerely, William ***
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, Michele D***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation Mr [redacted] complaint regarding his [redacted] TV We are in contact with Mr [redacted] and working with him and [redacted] to address this matter and he has been provided my direct contact informationWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted If Mr [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Reading the response back, I am not pleased at the labeling of my effort as "uncooperative"There is no need for me to speak to the Manager since he had no part in the situationI was contacted by a Sears Case Manager (Nancy [redacted] ) who stated that she will be my point of contactI understand that the store #next step is for the manager to contact me, but I was not forewarned of such contact and received unexpected voicemails while I was at workI already received an oil change from a competitor so I am in no need of further serviceI know now which SEARS store not to do business with in the near futureHopefully operations and customer service will improve for the store #I do not want anyone to feel how I felt with my previous encounters
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Brandy [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ' complaint regarding her recent online order It is unfortunate that we failed Ms [redacted] ' expectations when she recently placed a couple of orders for appliancesWe value Ms [redacted] ' patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the orders further, we confirmed that a refund had been processed in multiple increments which totaled $We will ensure that $Shop Your Way Reward points were returned back to her SYWR account accordinglyAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since we have confirmed a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 10, 2015/08/21) */ August 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the performance of her refrigerator and the multiple repair attempts to repair the leak problem Before going further, we would like to note that Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt 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***'s service history, and under the aforementioned terms, she did not meet the criteria for replacement We can also understand how frustrating Ms [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and she was offered a replacement for the refrigeratorOn August 21, we provided Ms [redacted] the authorization information and instructions for the replacement for a comparable modelIn the interim, we have addressed the issue brought forth in Ms***'s complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much for your assistance
Complaint: [redacted] I am rejecting this response because: There was no evidence of damage to the brakes previously to bringing it to searsthe "spot" of brake fluid was not where I parked it only on the lift and where the technicians left itNot in the spot where I parked itthe only time the rear brakes showed any damage was after it was in sears possessionI then had to repair the break lines my self and after inspection was near a point that could have been damaged by a liftBottom line it was damaged in the auto centers possession Sincerely, Jusitn [redacted]
Complaint: [redacted] I am rejecting this response because: I still have the washer! They replaced it but I was never helped with damages etcthey put marks all over the wall as well as the washer the replacement was due to Sears spending over in repairsThat didn't fix the washer I want something done for the damages and a extended warranty as this is a new washer I should NoT be experiencing this Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:It speculates about the reason for the employees actions rather than dealing with factsIt does not answer my questionIt is a cookie cutter general responseSorry we did not meet your expectationsNothing concrete has been done other send me a phony baloney email 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, Dwight ***
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Ronelio [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] ’s expectations as we value his patronageWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order we found that Sears Online sent an email to the local store to issue the refund however, the store had not processed the requestTherefore, Sears Online processed the refund on August 12, For Mr [redacted] ’s records the return receipt number is [redacted] and he can expect the credit of $to post to his PayPal account within to business daysAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] ’s concerns and respectfully ask to have this matter closed, pending the receipt of his credit 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
March 21, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Mona S [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint indicating the delay she had encountered in receiving service on her washerOur records indicate that the service was completed on the washer on March 4, Since that time, Ms [redacted] also called in to set preventative maintenance checks on several of her itemsOne call on her dryer is happening today and she has calls scheduled for her treadmill and garage door for March 27thSince the original service calls have been completed, we have closed our fileWe 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Mark C [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I will be happy with this response as long as we receive the reimbursement check this time
December 1, [redacted] Our File No: [redacted] Revdex.com File No: [redacted] Via: 1st Class US Postage Via email: [redacted] Dear Ms [redacted] This letter serves as a response to your rebuttal letter dated 11/16/2016, in regards to your concerns with the bathroom job that was completed on 1/2/While I understand that you disagree with the decision that has been made, it is the correct decision based solely upon the facts surrounding your contracts, installations and completionsOn 8/6/2016, we successfully made the warranty repairs as well as removed and reinstalled a different style of toilet, for customer satisfactionThis was done to satisfy your requests as you were not pleased with the toilet that was contracted and installed correctlyYou singed a service work order which states you certified the work listed had been completed to your satisfactoryI have enclosed a copy for your records The leaking pvc pipe was not a result of the original installationIf it had been a workmanship issue it would have leaked from the time of installSHIP was not made aware of any leaks until 11/14/As previously suggested, please contact a local carpenter or plumber of your choices to address any issues as the original workmanship warranty has expiredAdditionally, you may want to contact your homeowners insurance regarding the damages as this may the result of wear and tear At this time, our file remains closed and will not be reopenedThere will be no further offers or actions taken at this time as we have fulfilled our contractual obligationOn behalf of SHIP, please know that we value you as a customer and appreciate your patronageWe regret any and all frustrations that you have experienced and that you are dissatisfied with our decisionPlease feel free to contact the Regulatory Department directly if you have any additional questions Sincerely, [redacted] Enclosed (1) cc: Revdex.com
July 23, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case #: Carol [redacted] Via: Revdex.com Website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced as a result of this issue SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe 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 mannerOur project coordinator has received approval from senior management to do two returns in Ms [redacted] homeWe are working on a date and time when we can do that work for her and we are doing our best to get there as soon as possible We sympathize with any inconvenience and understand Ms [redacted] frustrations and will do all that we can to ensure she is satisfied with the serviceThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at 800- [redacted] ***, or via email at richard.***@searshomepro.com Sincerely, Richard [redacted] SHIP/HI Regulatory Complaint Specialist cc: Carol [redacted] via First Class Mail
February 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Joseph [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s complaint that his service agreement expired before it should have After extensive research of the case history we were able to confirm that Mr [redacted] ’s Repair Protection Agreement did expire before it should haveWe have adjusted this to show the correct expiration date of February 28, For customer satisfaction we also refunded Mr [redacted] for a recent part order on break away bolts and ordered him the snow blower nuts he needed as well at no cost to himSince it is our understanding that this resolution was acceptable to Mr [redacted] we have closed our case 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
February 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL 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 his sears.com order It is unfortunate that we failed Mr [redacted] ’ expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted As clarification, “Bait and Switch” is defined to mean “An illegal tactic in which a seller advertises a product with the intention of persuading customers to purchase a more expensive product.” However, we did not find any indication that our associates and online agents made any suggestions regarding the pricing or selection of a different item Mr [redacted] ’ experience instead seems to be the result of an inventory discrepancy With that having been said, our records indicate that Eichelle [redacted] Assistant Manager for Sears Store number [redacted] assisted Mr [redacted] by offering to cancel his online order and place a new order for store pick up on January 31, Ms [redacted] also made an offer to compensate Mr [redacted] for his truck rental and overall customer service experience He accepted her offer and indicated that it met with her approval At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] 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 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, [redacted] Regulatory Complaint Specialist [redacted] ***
October 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the range failed too soon and her request for an exchange We apologize that Ms [redacted] range failed sooner than she expectedThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the item is new As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy [redacted] mentioned that she purchased the range onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the range on August 8, 2016, and then attempted to exchange it on September 17, 2016, she was clearly over the 30-day “hassle-free” return period However, after the Sears hassle-free 30-day return/exchange period has expired, the range is covered by the manufacturer’s one-year warranty for parts and labor to service the rangeAccording to our records, the manufacturer’s warranty will expire on August 9, Since Ms [redacted] mentioned in her complaint that the burners on the range were not working, we offered to schedule a warranty repairMs [redacted] voiced her concern that the range is defective since it did not work on the initial useWe assured Ms [redacted] that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warrantyService is currently scheduled for the range on October 18, With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the charge for a recent service call on his treadmill and his request for a refund At the time Mr [redacted] called to schedule service through Sears Home Services, he was apprised that since his treadmill was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair is completed, a fee is dueAlthough we are within our rights to decline Mr [redacted] request for a refund, we have processed a credit request in the amount of $99.00, as a one-time customer courtesy The credit was requested on August 2, 2016, so Mr [redacted] can expect to see it post to his *** account ending in [redacted] in approximately five to seven business days from this date With that said, since we are providing Mr [redacted] with his requested resolution, we ask to have this matter closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: the issue has not yet been resolved! It's unbelievable how long this process has dragged out Yes, the original part arrived damaged and a new one was ordered However, they still sent a technician to my home before the replacement part arrived even though I had informed them numerous times (over the phone when trying to reschedule the appointment) that the part had not yet arrived When the technician arrived at my home February 10, 2017, I was home, but I had to ask him to leave and come back after all the parts were received Currently I have an appointment for Friday, February 17, 2017, not February 20, The contradiction of this response in and of itself is the exact reason for my refusing to accept I will not accept a response until the work is complete and satisfactory To this point, no repair work has been completed, only parts ordered Sincerely, William ***
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, Michele D***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation Mr [redacted] complaint regarding his [redacted] TV We are in contact with Mr [redacted] and working with him and [redacted] to address this matter and he has been provided my direct contact informationWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted If Mr [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Reading the response back, I am not pleased at the labeling of my effort as "uncooperative"There is no need for me to speak to the Manager since he had no part in the situationI was contacted by a Sears Case Manager (Nancy [redacted] ) who stated that she will be my point of contactI understand that the store #next step is for the manager to contact me, but I was not forewarned of such contact and received unexpected voicemails while I was at workI already received an oil change from a competitor so I am in no need of further serviceI know now which SEARS store not to do business with in the near futureHopefully operations and customer service will improve for the store #I do not want anyone to feel how I felt with my previous encounters
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Brandy [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ' complaint regarding her recent online order It is unfortunate that we failed Ms [redacted] ' expectations when she recently placed a couple of orders for appliancesWe value Ms [redacted] ' patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the orders further, we confirmed that a refund had been processed in multiple increments which totaled $We will ensure that $Shop Your Way Reward points were returned back to her SYWR account accordinglyAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since we have confirmed a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 10, 2015/08/21) */ August 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the performance of her refrigerator and the multiple repair attempts to repair the leak problem Before going further, we would like to note that Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt 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***'s service history, and under the aforementioned terms, she did not meet the criteria for replacement We can also understand how frustrating Ms [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and she was offered a replacement for the refrigeratorOn August 21, we provided Ms [redacted] the authorization information and instructions for the replacement for a comparable modelIn the interim, we have addressed the issue brought forth in Ms***'s complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much for your assistance
Complaint: [redacted] I am rejecting this response because: There was no evidence of damage to the brakes previously to bringing it to searsthe "spot" of brake fluid was not where I parked it only on the lift and where the technicians left itNot in the spot where I parked itthe only time the rear brakes showed any damage was after it was in sears possessionI then had to repair the break lines my self and after inspection was near a point that could have been damaged by a liftBottom line it was damaged in the auto centers possession Sincerely, Jusitn [redacted]
Complaint: [redacted] I am rejecting this response because: I still have the washer! They replaced it but I was never helped with damages etcthey put marks all over the wall as well as the washer the replacement was due to Sears spending over in repairsThat didn't fix the washer I want something done for the damages and a extended warranty as this is a new washer I should NoT be experiencing this Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:It speculates about the reason for the employees actions rather than dealing with factsIt does not answer my questionIt is a cookie cutter general responseSorry we did not meet your expectationsNothing concrete has been done other send me a phony baloney email 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, Dwight ***
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Ronelio [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] ’s expectations as we value his patronageWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order we found that Sears Online sent an email to the local store to issue the refund however, the store had not processed the requestTherefore, Sears Online processed the refund on August 12, For Mr [redacted] ’s records the return receipt number is [redacted] and he can expect the credit of $to post to his PayPal account within to business daysAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] ’s concerns and respectfully ask to have this matter closed, pending the receipt of his credit 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