Complaint: [redacted]
I am rejecting this response because:I have to be a bit more persistent in that the attitude and the manner in which the employees spoke were poor. Nothing will be "noted" to improve the service of their outsourcing of call service center. The resistance I met from that staff was explicitly difficult. They were not going to escalate and seem to not understand their position of service. It will be highly unlikely I shop with Sears in the future with the manner in which my patronage was treated.
Sincerely,
Eva H[redacted]
December 2, 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 request to have a refund check reissued. It is unfortunate that we failed Ms. [redacted] expectations when she recently requested assistance from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. Using the information Ms. [redacted] provided, we were able to locate her refund check, cancel and reissue it on December 2, 2016. Ms. [redacted] has been asked to allow 15 business days for her check to arrive at the address she provided. We truly regret any inconvenience Ms. [redacted] may have experienced and can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Since we have noted Ms. [redacted] comments and the requested resolution has been provided, we 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 [redacted]
March 15, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Carol L. R[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. R[redacted] complaint regarding her recent online order experience...
and her request for a refund of order number [redacted] We would first like to apologize for any inconvenience Ms. R[redacted] may have experienced with her order. After researching this further, we found that order number [redacted] was her new order which has been received. The first order number [redacted] was canceled and refunded on February 28, 2018. For Ms. R[redacted] records the return receipt number is [redacted] A credit of $506.38 was issued back to the [redacted] account ending in [redacted] Additionally, we hope that in the future Ms. R[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. R[redacted] concerns and 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 C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/05/27) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] #XXXXXXXX
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding Sears Garage...
Solutions.
[redacted] Sears Garage Solutions, Support Specialist provided the following response:
On May 27, 2015, I had the pleasure of speaking with Mr. [redacted] regarding his complaint. I informed Mr. [redacted] that Sears Garage Solutions would be sending him a settlement agreement and once signed and returned, we would be refunding him $200.00. The refund, in the form of a check should be received within 10-14 days. Moving forward, if Mr. [redacted] has any additional concerns that need to be addressed, he can reach me at XXX-XXX-XXXX or via email at [redacted]@searsfranchises.com. At this time, since it is my understanding that Mr. [redacted] was satisfied with the actions taken to resolve his complaint, we ask that this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had asked Sears to split the difference in what I was overcharged and they did that, so it was a fair settlement.
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the installation of an oven from Sears. [redacted] Sears Installation...
Solutions Customer Advocate provided the following response: It is unfortunate that we failed Mr. [redacted] expectations when issues arose regarding the installation of his oven. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectations. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. We have processed a $75.00 bank check which should be received in the next 10-14 days to reimburse partial installation charges. The oven has been checked by Sears Home Services and is operating as designed. Since we have noted the actions taken to resolve Mr. [redacted] concerns, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 18, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Carol J[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Ms. J[redacted] complaint regarding her refrigerator repair. ...
It is regrettable that we failed Ms. J[redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. J[redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. J[redacted] for any inconvenience we may have caused. Upon researching Ms. J[redacted] complaint, we found that she was assisted by Nia R[redacted] with our escalated customer service group, Executive Member Services (EMS. Ms. R[redacted] worked with the local service unit to obtain sooner service. Unfortunately, another appointment was required to resolve the issue with Ms. J[redacted] refrigerator; the compressor and condenser were replaced on January 9, 2018. As a conciliatory gesture, Ms. R[redacted] extended Ms. J[redacted] Master Protection Agreement coverage for three months; the agreement now expires on May 10, 2019. If Ms. J[redacted] has any further questions or concerns, she can reach Ms. R[redacted] at ([redacted], extension **. In the interim, since we have documented Ms. J[redacted] concerns with the repair/scheduling process and we completed the repair to her refrigerator, we have closed our file. Again, we apologize to Ms. J[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:Sears response is incorrect,
nowhere in the manufactures specifications do they say a wash machine can't be outside the home, further, this matter was originally resolved with the sears warranty department,my washer and dryer are stored at the back of my home in a water tight shed made expressly for that purpose.I cancelled the warranty I had with Sears and purchased a new washer because after a month, I could no longer tolerate the complete incompetents I was dealing with
Sincerely, DF
Dennis [redacted]
letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted]. We have been able to schedule[redacted] for an earlier appointment of May 1st The inspection is needed so that our technician can inspect[redacted]'s window to determine what service will be necessary. [redacted] advised me that the furniture that was damaged was repaired at no charge by her local furniture store. Once our technician inspects the window we will update your office as to the proposed resolution.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
Sincerely,
[redacted]
[redacted]
[redacted]
May 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our appointment availability...
for the repair of her range.
It is unfortunate that we failed [redacted] expectations when she recently scheduled a range repair. We understand her concern about the length of time to service, especially with an appliance that may be used on a daily basis. We want to assure [redacted] that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Our records indicate that our technician assessed [redacted] range on May 17, 2016 and ordered some parts. He returned on May 21, 2016 to install the parts and our technician confirmed that the unit is operational. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
We apologize to [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
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 Mr. [redacted] complaint regarding his dissatisfaction with the results...
of an exchange of some Craftsman tools at his local Sears Hometown Store. It is unfortunate that Sears Hometown Store failed Mr. [redacted] expectations when he recently requested to have some of his Craftsman hand tools exchanged under warranty. We value Mr. [redacted] patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, [redacted], Manager for Sears Hometown Store number [redacted], contacted Mr. [redacted] in reference to his complaint. [redacted] has remained in contact with Mr. [redacted] reordered the tools he did not receive, and plans to continue attempts to locate a ¼ in chisel to complete his exchange. Mr. [redacted] is welcome to contact [redacted] directly at [redacted] if he has any questions or concerns about this process or the order [redacted] has placed for him. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We respectfully ask to have this matter closed pending the completion of Mr. [redacted] exchange, since we have noted his comments and the requested resolution has been proposed. 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]
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,
Amy M[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 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Jose [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order experience and...
request for a full refund. It is unfortunate that we failed Mr. [redacted]’ expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint. We 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 he had been in contact with Sears Social Media, Sears’ escalated complaint department. Social Media processed a gift card for $11.00 on July 27, 2016; therefore, Mr. [redacted] should receive it within 7 to 10 business days. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a new Gift Card has been processed, 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
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,
Olen M[redacted]
December 28, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 10987047- Cathy ** Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint...
regarding her refrigerator. Store Manager Christopher [redacted] provided the following response: We spoke with Ms. ** and offered to provide her with $350.00 to keep the refrigerator as is or we would send her a new refrigerator at no additional cost. Ms. ** wanted the $350.00 credit, which was processed today. Should Ms. ** have any further issues, she may contact me (Christopher) during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. ** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie Shurbet Regulatory Complaint Specialist Sears Holdings Corporation
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Nitin [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a recent purchase. ...
According to our records, Mr. [redacted] was awarded the points in question on July 22, 2016. We appreciate him taking the time to bring this matter to our attention. That said, we respectfully ask that this matter be considered closed as we have granted his request to receive the point she mentioned. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted]@searshc.com
September 16, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Fred [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return his belt after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With 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 30 days from the date of your original purchase to make a return with the following exceptions...” Since Mr. [redacted] purchased the belt on March 12, 2016 and then attempted to return them on July 31, 2016, he was clearly over the 30-day “hassle-free” return period. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request for a return or exchange.
However, Mr. [redacted] mentioned in his complaint that the belt started to fall apart within 3 months. We researched for a warranty through the manufacturer, [redacted] and we they listed a 14 day warranty on their belts. We can understand how frustrating Mr. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, as a good-will gesture, we offered to add $22 worth of Shop Your Way Reward points to Mr. [redacted]’s account; he accepted the offer. Since we have addressed the issue brought forth in Mr. [redacted]’s complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
January 3, 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 her recent online order experience....
It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. 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, we confirmed that the refrigerator was delivered. As for the range, we show that Sears Online referred Ms. [redacted] to contact the installation department. We could not confirm a refund for the range therefore; we have contacted Sears’ Detail Control Center. Should Ms. [redacted] have any questions, she may contact me via email at [redacted] In the interim, we will provide an update to Ms. [redacted] once we receive a response from Sears’ Detail Control Center, and we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Dana S[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding her Sears Appliance Warranty. As clarification, when a...
consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualify. The consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit card. The Sears Appliance warranty is $49.99 a month or $599.88 for a 12 month period. Our consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one year. It has a $50,000 limit per contract year and includes a $80 trade service fee per claim. Your first service call today will be covered up to $500 maximum for repair or replacement. Other than this first service call, your warranty coverage and program benefits under the plan begin 30 days from today. Please note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancel. There are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” It is also important to note that a warranty contract with the terms and conditions was mailed to her with in the week of her enrolling in the warranty. The Welcome kit includes a coverage summary that shows the exact monthly cost of the plan enrolled in. We would expect a consumer to contact us shortly after receiving and reviewing the warranty paper work, not after several months of coverage. We do show service in June 2017 where a cracked pump was replaced, there is no evidence that Ms. S[redacted] paid for parts as this was covered under the warranty. Our service visit in August 2017 we could not find any issue with the washer as after running a normal load the washer drained and on the November 2017 visit Ms. S[redacted] was informed that she would need to have the gas disconnected from the dryer before the service technician could service the washer as it is a stacked system. This action was not necessary with the earlier services therefore was not requested. Soon after this request Ms. S[redacted] cancelled her warranty. With that being said we are unable to honor Ms. S[redacted] request for a full refund of the warranty premiums and since we do not show that Ms. S[redacted] paid any more than was laid out as her responsibility under the terms and conditions of the Sears Home Warranty we have closed this case. We apologize to Ms. S[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] Vanessa.L.S[redacted]
Complaint: [redacted]
I am rejecting this response because:I have to be a bit more persistent in that the attitude and the manner in which the employees spoke were poor. Nothing will be "noted" to improve the service of their outsourcing of call service center. The resistance I met from that staff was explicitly difficult. They were not going to escalate and seem to not understand their position of service. It will be highly unlikely I shop with Sears in the future with the manner in which my patronage was treated.
Sincerely,
Eva H[redacted]
December 2, 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 request to have a refund check reissued. It is unfortunate that we failed Ms. [redacted] expectations when she recently requested assistance from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. Using the information Ms. [redacted] provided, we were able to locate her refund check, cancel and reissue it on December 2, 2016. Ms. [redacted] has been asked to allow 15 business days for her check to arrive at the address she provided. We truly regret any inconvenience Ms. [redacted] may have experienced and can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Since we have noted Ms. [redacted] comments and the requested resolution has been provided, we 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 [redacted]
March 15, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Carol L. R[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. R[redacted] complaint regarding her recent online order experience...
and her request for a refund of order number [redacted] We would first like to apologize for any inconvenience Ms. R[redacted] may have experienced with her order. After researching this further, we found that order number [redacted] was her new order which has been received. The first order number [redacted] was canceled and refunded on February 28, 2018. For Ms. R[redacted] records the return receipt number is [redacted] A credit of $506.38 was issued back to the [redacted] account ending in [redacted] Additionally, we hope that in the future Ms. R[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. R[redacted] concerns and 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 C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
(July 16.docx)
Initial Business Response /* (1000, 5, 2015/05/27) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] #XXXXXXXX
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding Sears Garage...
Solutions.
[redacted] Sears Garage Solutions, Support Specialist provided the following response:
On May 27, 2015, I had the pleasure of speaking with Mr. [redacted] regarding his complaint. I informed Mr. [redacted] that Sears Garage Solutions would be sending him a settlement agreement and once signed and returned, we would be refunding him $200.00. The refund, in the form of a check should be received within 10-14 days. Moving forward, if Mr. [redacted] has any additional concerns that need to be addressed, he can reach me at XXX-XXX-XXXX or via email at [redacted]@searsfranchises.com. At this time, since it is my understanding that Mr. [redacted] was satisfied with the actions taken to resolve his complaint, we ask that this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had asked Sears to split the difference in what I was overcharged and they did that, so it was a fair settlement.
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the installation of an oven from Sears. [redacted] Sears Installation...
Solutions Customer Advocate provided the following response: It is unfortunate that we failed Mr. [redacted] expectations when issues arose regarding the installation of his oven. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectations. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. We have processed a $75.00 bank check which should be received in the next 10-14 days to reimburse partial installation charges. The oven has been checked by Sears Home Services and is operating as designed. Since we have noted the actions taken to resolve Mr. [redacted] concerns, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 18, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Carol J[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Ms. J[redacted] complaint regarding her refrigerator repair. ...
It is regrettable that we failed Ms. J[redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. J[redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. J[redacted] for any inconvenience we may have caused. Upon researching Ms. J[redacted] complaint, we found that she was assisted by Nia R[redacted] with our escalated customer service group, Executive Member Services (EMS. Ms. R[redacted] worked with the local service unit to obtain sooner service. Unfortunately, another appointment was required to resolve the issue with Ms. J[redacted] refrigerator; the compressor and condenser were replaced on January 9, 2018. As a conciliatory gesture, Ms. R[redacted] extended Ms. J[redacted] Master Protection Agreement coverage for three months; the agreement now expires on May 10, 2019. If Ms. J[redacted] has any further questions or concerns, she can reach Ms. R[redacted] at ([redacted], extension **. In the interim, since we have documented Ms. J[redacted] concerns with the repair/scheduling process and we completed the repair to her refrigerator, we have closed our file. Again, we apologize to Ms. J[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:Sears response is incorrect,
nowhere in the manufactures specifications do they say a wash machine can't be outside the home, further, this matter was originally resolved with the sears warranty department,my washer and dryer are stored at the back of my home in a water tight shed made expressly for that purpose.I cancelled the warranty I had with Sears and purchased a new washer because after a month, I could no longer tolerate the complete incompetents I was dealing with
Sincerely, DF
Dennis [redacted]
Initial Business Response /* (1000, 13, 2015/04/27) */
April 27, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
This...
letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted]. We have been able to schedule[redacted] for an earlier appointment of May 1st The inspection is needed so that our technician can inspect[redacted]'s window to determine what service will be necessary. [redacted] advised me that the furniture that was damaged was repaired at no charge by her local furniture store. Once our technician inspects the window we will update your office as to the proposed resolution.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
Sincerely,
[redacted]
[redacted]
[redacted]
May 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our appointment availability...
for the repair of her range.
It is unfortunate that we failed [redacted] expectations when she recently scheduled a range repair. We understand her concern about the length of time to service, especially with an appliance that may be used on a daily basis. We want to assure [redacted] that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Our records indicate that our technician assessed [redacted] range on May 17, 2016 and ordered some parts. He returned on May 21, 2016 to install the parts and our technician confirmed that the unit is operational. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
We apologize to [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
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 Mr. [redacted] complaint regarding his dissatisfaction with the results...
of an exchange of some Craftsman tools at his local Sears Hometown Store. It is unfortunate that Sears Hometown Store failed Mr. [redacted] expectations when he recently requested to have some of his Craftsman hand tools exchanged under warranty. We value Mr. [redacted] patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, [redacted], Manager for Sears Hometown Store number [redacted], contacted Mr. [redacted] in reference to his complaint. [redacted] has remained in contact with Mr. [redacted] reordered the tools he did not receive, and plans to continue attempts to locate a ¼ in chisel to complete his exchange. Mr. [redacted] is welcome to contact [redacted] directly at [redacted] if he has any questions or concerns about this process or the order [redacted] has placed for him. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We respectfully ask to have this matter closed pending the completion of Mr. [redacted] exchange, since we have noted his comments and the requested resolution has been proposed. 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]
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,
Amy M[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 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Jose [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order experience and...
request for a full refund. It is unfortunate that we failed Mr. [redacted]’ expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint. We 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 he had been in contact with Sears Social Media, Sears’ escalated complaint department. Social Media processed a gift card for $11.00 on July 27, 2016; therefore, Mr. [redacted] should receive it within 7 to 10 business days. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a new Gift Card has been processed, 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
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,
Olen M[redacted]
December 28, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 10987047- Cathy ** Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint...
regarding her refrigerator. Store Manager Christopher [redacted] provided the following response: We spoke with Ms. ** and offered to provide her with $350.00 to keep the refrigerator as is or we would send her a new refrigerator at no additional cost. Ms. ** wanted the $350.00 credit, which was processed today. Should Ms. ** have any further issues, she may contact me (Christopher) during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. ** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie Shurbet Regulatory Complaint Specialist Sears Holdings Corporation
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Nitin [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a recent purchase. ...
According to our records, Mr. [redacted] was awarded the points in question on July 22, 2016. We appreciate him taking the time to bring this matter to our attention. That said, we respectfully ask that this matter be considered closed as we have granted his request to receive the point she mentioned. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted]@searshc.com
September 16, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Fred [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return his belt after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With 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 30 days from the date of your original purchase to make a return with the following exceptions...” Since Mr. [redacted] purchased the belt on March 12, 2016 and then attempted to return them on July 31, 2016, he was clearly over the 30-day “hassle-free” return period. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request for a return or exchange.
However, Mr. [redacted] mentioned in his complaint that the belt started to fall apart within 3 months. We researched for a warranty through the manufacturer, [redacted] and we they listed a 14 day warranty on their belts. We can understand how frustrating Mr. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, as a good-will gesture, we offered to add $22 worth of Shop Your Way Reward points to Mr. [redacted]’s account; he accepted the offer. Since we have addressed the issue brought forth in Mr. [redacted]’s complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
January 3, 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 her recent online order experience....
It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. 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, we confirmed that the refrigerator was delivered. As for the range, we show that Sears Online referred Ms. [redacted] to contact the installation department. We could not confirm a refund for the range therefore; we have contacted Sears’ Detail Control Center. Should Ms. [redacted] have any questions, she may contact me via email at [redacted] In the interim, we will provide an update to Ms. [redacted] once we receive a response from Sears’ Detail Control Center, and we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Dana S[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding her Sears Appliance Warranty. As clarification, when a...
consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualify. The consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit card. The Sears Appliance warranty is $49.99 a month or $599.88 for a 12 month period. Our consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one year. It has a $50,000 limit per contract year and includes a $80 trade service fee per claim. Your first service call today will be covered up to $500 maximum for repair or replacement. Other than this first service call, your warranty coverage and program benefits under the plan begin 30 days from today. Please note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancel. There are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” It is also important to note that a warranty contract with the terms and conditions was mailed to her with in the week of her enrolling in the warranty. The Welcome kit includes a coverage summary that shows the exact monthly cost of the plan enrolled in. We would expect a consumer to contact us shortly after receiving and reviewing the warranty paper work, not after several months of coverage. We do show service in June 2017 where a cracked pump was replaced, there is no evidence that Ms. S[redacted] paid for parts as this was covered under the warranty. Our service visit in August 2017 we could not find any issue with the washer as after running a normal load the washer drained and on the November 2017 visit Ms. S[redacted] was informed that she would need to have the gas disconnected from the dryer before the service technician could service the washer as it is a stacked system. This action was not necessary with the earlier services therefore was not requested. Soon after this request Ms. S[redacted] cancelled her warranty. With that being said we are unable to honor Ms. S[redacted] request for a full refund of the warranty premiums and since we do not show that Ms. S[redacted] paid any more than was laid out as her responsibility under the terms and conditions of the Sears Home Warranty we have closed this case. We apologize to Ms. S[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] Vanessa.L.S[redacted]