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. Please have [redacted] at searshc.com send me the $100 Sears gift card to my home address: [redacted] Thank you for your help.
Sincerely,
[redacted]
November 11, 2017
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Vicki S H[redacted]Dear Ms. [redacted]We have completed the investigation of Ms. H[redacted] complaint regarding non receipt of the promised concession to keep her delivered...
appliances.After reviewing Ms. H[redacted] complaint and our records, we contacted our delivery department to archive the order in question. Once completed, we were able to confirm that on October 02, 2017 Ms. H[redacted] was issued 200,000 in SYRW points. Since we were able to confirm that Ms. H[redacted] was issued the promised concession, no exchange will be processed. It is our hope that Ms. H[redacted] purchased appliances will provide her with long term satisfaction. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
September 6, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– Susan [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’...
complaint regarding a recent purchase. Store Manager Chad Carlin provided the following response: We have provided the necessary parts to Ms. [redacted] in order resolve this issue. We want to apologize sincerely for the delay. When Ms. [redacted] was provided with the parts, she indicated that this was satisfactory to her. However, Ms. [redacted] may contact me (Chad) during normal business hours at ([redacted]) [redacted]-[redacted] if she has any further questions. Again, 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,Tammie [redacted] Specialist, Regulatory Complaints Tell us why here...
January 23, 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 refrigerator and her request for a...
replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted] Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current refrigerator, it was determined that $2,900.00 would provide her with a comparable replacement under her MPA. An email was sent to Ms. [redacted] on January 23, 2017, explaining the replacement process. As stated in the email, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, [redacted] to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator. While the MPA will expire on May 8, 2017, the manufacturer’s warranty will run one year from the date of delivery. With that said, since we are providing Ms. [redacted] with her requested resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]I am rejecting this response because:The manager himself stated that he talked to my boyfriend on two occasions during the 7+ hour procedure, as evidenced by his initial response which you forwarded. The manager stated that his communication with us was as follows:- communicating that the wrong part had been ordered.- communicating that they couldn't get the part at all and would have to do a custom line and it would take a little longer (Chris repeated this claim to me as well. 7+ hours on a 1.5 hour job is not a "little" longer, once again going to the heart of the matter that the mechanics did not know what they were doing.- a call I placed into him over 5 hours later.If the manager is now telling you that he kept one or both of us in the loop, he's lying and this is proven by his initial statement. I would encourage you to review the store tapes, since 3 parties - myself, my boyfriend, and the manager whose account you seem to be referencing, claim that this did not happen.The "repair" was not done correctly, and my car has had ongoing issues since the event which will need to be addressed by qualified mechanics. 50% is more than a little low. If I did my own job in this manner, especially in a way which affected the safety of my clients, I would be fired. A question of whether a refund should be issued, or pushing to keep half of the money on such a botch job, is ludicrous. This is not some run of the mill complaint - it's one about a serious safety issue, and one which demonstrates that Sears only cares about the bottom line, rather than a client they put into a car with a patched together brake system done by someone who didn't know what they were doing.This case is most certainly not "closed".Sincerely,[redacted]
January 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a replacement griddle. It is unfortunate if Mr. [redacted] feels we failed his expectations when he contacted Sears Holdings Corporation regarding his online order. After reviewing the notes in the order we found that a Sears Online agent advised him of the extended holiday return policy and explained that he was eligible to return the product at his local store. Additionally, the agent sent a return label via email giving him a chose to return by mail or in the store for a refund. We show that the [redacted] return tracking label was never used therefore; we have sent a new return label to same email address that is listed in the order. For Mr. [redacted] records the new [redacted] number is [redacted]. We ask that Mr. [redacted] follow up with the person that owns that email address listed in the order to ensure they check their spam/junk folders in their email. Once the item is returned to Sears then a refund will be issued accordingly. We apologize again if Mr. [redacted] feels that Sears was not standing behind the product that was purchased. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending the return. 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
August 30, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Joseph [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided. Mr. [redacted] seems to doubt our estimate and yet he admits he took the advice of our technician and purchased a new appliance since it did not make much sense to invest that percentage of funds into a repair for an item when contrasted against the original purchase price and date. As for the price for our parts, we do not manufacture any parts. All of the parts we have, have to be purchased from a manufacturer and then yes, we do have amounts built onto that so that we make a reasonable profit and cover our expenses to sell the item. We apologize if Mr. [redacted] thinks the prices are excessive but frankly a retailer or service provider is allowed to price a part at whatever price they feel is appropriate. We gave Mr. [redacted] a quote with accurate prices for the repair we diagnosed that he needed, and the estimate is the only fee we charged him for. As such he is not entitled to a refund for no other reason than he does not want to pay when every other consumer nationwide has to pay to receive this same service. As we feel his request remains unreasonable and unjustified, we have reclosed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]-[redacted]-[redacted]Email: Dana.[redacted]@searshc.com
Contact Name and Title: MELISSA [redacted]
October 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Courtney [redacted] - # 94572801
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] complaint regarding her...
dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Additionally, we would like to assure Ms. [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 Ms. [redacted] concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Ms. [redacted] complaint, so that future problems can be averted.
Since Ms. [redacted] has indicated that she would prefer to have the repair completed by another service provider, we have processed a refund for $129.01. We arrived at this amount by subtracting the non-refundable trip charge fee of $95.00 from the amount she paid, $224.01. We are unable to issue a full refund as Ms. [redacted] was provided with a diagnosis, which is what the aforementioned trip charge covers. The credit was processed to Ms. [redacted] Visa account ending in 7277 on October 13, 2015, so she should see it post to her account within the next five to seven days.
With that said, since we have issued Ms. [redacted] a partial refund and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
William [redacted]
January 24, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction that the range failed too soon and the...
problems he encountered when he requested to exchange the unit for another model.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed the purchase information and the delivery case notes, and the exchange for the range was processed on January 21, 2017 at no additional charge to Mr. [redacted] Delivery is scheduled for January 27, 2017. With that being said, since we have provided Mr. [redacted] with his requested resolution, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[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 pressure washer. We were unable to find a...
purchase of a Craftsman Pressure washer model # [redacted] serial # [redacted] under Mr. [redacted] customer profile. Mr. [redacted] states that he purchased this pressure washer in 2013, but we show this craftsman model was last manufactured by [redacted] in 2003. That being said we will be happy to research further if Mr. [redacted] can provide a sales receipt of the purchase of the Craftsman pressure washer. At this time based on the information provided by Mr. [redacted] the pressure washer is over 10 years old and outside of its manufacture warranty therefore is not eligible for a refund or exchange. We have closed this case pending the requested information from Mr. [redacted] to provide a sales receipt. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her washer. It is regrettable...
that we failed Ms. [redacted] expectations in regard to her washer repair. We would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. [redacted] with [redacted] was able to assign a technician to service Ms. [redacted] washer on March 27, 2017. Our records show that the technician installed the parts that were previously ordered; completing the repair. With that said, since the repair to Ms. [redacted] washer has been completed, albeit later than expected, and we have documented her concerns with the repair process, 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
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] [redacted]
Initial Business Response /* (1000, 5, 2015/06/18) */
June 18, 2015
[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]'s complaint regarding...
his dissatisfaction with the refrigerator he purchased.
First of all, we want to let Me. [redacted] know that this comments regarding the service he received were forwarded to the manager of service for this district and the regional manager as well for review.
In regard to the refrigerator itself, there is always the possibility of failure. Manufacturers can not anticipate or predict the life expectancy of any given part. Sears' goal is to provide quality merchandise to our customers and we are always concerned when something purchased from us fails. Mr. [redacted] has exceeded the time period that he would qualify for a refund according to our return policy. Additionally, repair would be the only remedy at this time according to his manufacturer's warranty. However at this point in time, we are willing to offer him an exchange as a courtesy. As an additional courtesy, we are willing to allow Mr. [redacted] up to $1850.00 to select a new refrigerator even though he only paid $1567.49 for his old unit. We will simply need to know which model Mr. [redacted] is interested in and we can make the necessary arrangements to exchange his old unit. He may feel free to contact me during normal business hours; email is usually the best method of communication. 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]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]@searshc.com
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has contacted us with the proposal of replacing the frig with a new one of our choice up to $ 2100.00. We have accepted the offer and provided the new model number. They have scheduled a deliver and pick of the old one for 6/30/15. Thanks for the help.
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his ** double oven. Mr. [redacted] confirmed that the...
oven is working correctly after the last service repair. I have provided Mr. [redacted] with my direct contact information if he continues to have issues with the oven. Meantime since we have repaired Mr. [redacted] oven we have closed this 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of [redacted] complaint regarding her request to receive new...
tires at no cost under the terms of the manufacturer’s warranty. It is unfortunate that we failed [redacted] expectations when she recently visited Sears Auto Center. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns were forwarded to management for review and as a result of this action, [redacted] Manager for Sears Auto Center number [redacted] informed us that a member of his team spoke with [redacted] in reference to his concerns. [redacted] returned to Sears Auto Center and received 4 new tires under the terms of his manufacturer’s warranty, as requested. At this time, we can only reiterate that we truly regret any misinformation or inconvenience [redacted] may have experienced. We hope that in the future they will allow us the opportunity to provide them 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 [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.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear [redacted] We have not been able to speak to [redacted] regarding her complaint of her in warranty Kenmore range. Despite several calls...
and messages to [redacted]’s contact numbers by the service unit we have had no return calls. Sears did set up a service call for our technician to repair the range plug that was damaged on June 16, 2016, but this service was cancelled on June 21, 2016 when our service technician arrived at the door. As for [redacted]’s allegation that the insect infestation found at the back of the range came from the delivery warehouse, we have not found evidence to support this. [redacted]’s range was delivered on November 29, 2016 along with a dishwasher, a refrigerator and an over the range microwave oven. These items all came from the same warehouse. If the infestation had arrived with the delivery of her items there would have been evidence in the home long before the June 2016 service nor would the infestation had stayed only at the range in the last 7 months. We also believe that [redacted]’s exterminator would have found some evidence in the other three appliances delivered the same day, per her complaint this is not the case. We are happy to repair the damaged plug to [redacted]’s range but she will be responsible for the repairs of the control board as this damaged was due to the infestation and not covered under her manufacture warranty. Once the range has been repaired and is in good working order her manufactures warranty will be reinstated for the range. That being said we will not be honoring [redacted]’s request for a replacement of the range. If [redacted]’s changes her mind and will allow our service technician back to repair the plug on her range she need only contact [redacted] directly at [redacted] or me, [redacted] at [redacted] and we will be happy to set service to repair the range plug. In the interim we have closed our case pending [redacted]’s response. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]6 - Stephen [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the charges he was informed of relating to an estimate to repair...
his microwave.
We would first like to clarify that when we checked online, it showed the minimum trip/diagnostic fee for a built-in microwave oven to be $99.00 and not $89.00 as Mr. [redacted] references. We then thought maybe he had looked at just the prices for a countertop microwave but since we do not provide in-home repair for those types of units, there was not a selection from the dropdown menu for just microwave.
As far as the actual service is concerned, we are unsure as to what the $249.00 fee entailed. If in fact the technician discovered that parts were not available, and removing the board and sending it out for a repair was not an option (which is not uncommon with products not covered under a warranty as the additional liability of losing or damaging the part in transit is something that many businesses do not wish to take on) then normally the only fee that would assessed would be the minimum trip/diagnostic fee of $99.00. Mr. [redacted] says we should have known in advance that parts were not available, but the fact is that until we know what the problem is, we would not know what parts are needed. In the case of built-in ovens and microwaves, the electronic control board can be hard to source as new after several years, but many other parts are still available.
While Mr. [redacted] is asking for at least a refund of $10.00, but would really like a full refund of $99.00, our records do not show that we were ever paid for the call. When we have instances of a refusal to pay, we then generally send a bill from our billing department to collect the monies owed to us. However, we do not show that a bill was ever sent to Mr. [redacted] and/or that one was paid. With that said, while we do feel the $99.00 fee is accurate and valid, as a one-time courtesy we are willing to waive collecting this fee and have noted this on his record. If Mr. [redacted] receives any calls or correspondence related to this debt dated after today, then he is welcome to contact me via phone or email so that I may assist on his behalf. In the interim, since we have essentially honored Mr. [redacted]'s request by providing our diagnostic services at no charge, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
December 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order...
experience and request to cancel his order for a refund. It is unfortunate that we failed Mr. [redacted] expectations when he attempted to cancel his order. We can only apologize for any inconvenience Mr. [redacted] may have experienced and can assure that his concerns have been forwarded to management for review. It should be noted according to Sears’ Terms of Use online it states that that orders you submit online may be cancelled until they are processed. Orders with the status of “Processing” may not be cancelled, and you must wait until you receive the merchandise in order to return it. Since the order was processed the merchandise shipped to Mr. [redacted] and was delivered on November 22, 2016. Since we have confirmed that [redacted] delivered the merchandise, Mr. [redacted] will need to return the product to his local Sears store for a full refund. The nearest Sears store is Unit [redacted] MD [redacted] telephone [redacted] and is approximately 15 minutes away or 5 miles. If Mr. [redacted] prefers to ship the product back then he may do so using the ERL that we have created with a [redacted] tracking number of [redacted]. Mr. [redacted] should receive this label via email shortly. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we respectfully ask to have this matter closed, pending Mr. [redacted] to return his product either by shipping the product back or by returning to his local Sears store. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Anna P[redacted] - # [redacted] Dear [redacted]: We have completed our investigation of Ms. P[redacted] complaint regarding her refrigerator repair. ...
It is regrettable that we failed Ms. P[redacted] expectations in regard to the service to her refrigerator. We value Ms. P[redacted] patronage, and we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. P[redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. P[redacted] for any inconvenience we may have caused. Upon receiving Ms. P[redacted] complaint, we contacted the local service unit for assistance. Sabrina P[redacted] with unit [redacted] subsequently spoke with Ms. P[redacted] regarding the problems she has experienced with her refrigerator repair. The upcoming service was confirmed and our records show that the repair to Ms. P[redacted] refrigerator was completed on September 14, 2017, with the installation of a new evaporator and drier assembly. Additionally, we have processed a $100.00 check to help reimburse Ms. P[redacted] for the mini-fridge she purchased while she was waiting for the completion of the repair. With that said, since we have documented Ms. P[redacted] concerns with the repair process and we have completed the repair to her refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Ms. P[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[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. Please have [redacted] at searshc.com send me the $100 Sears gift card to my home address: [redacted] Thank you for your help.
Sincerely,
[redacted]
November 11, 2017
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Vicki S H[redacted]Dear Ms. [redacted]We have completed the investigation of Ms. H[redacted] complaint regarding non receipt of the promised concession to keep her delivered...
appliances.After reviewing Ms. H[redacted] complaint and our records, we contacted our delivery department to archive the order in question. Once completed, we were able to confirm that on October 02, 2017 Ms. H[redacted] was issued 200,000 in SYRW points. Since we were able to confirm that Ms. H[redacted] was issued the promised concession, no exchange will be processed. It is our hope that Ms. H[redacted] purchased appliances will provide her with long term satisfaction. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
September 6, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– Susan [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’...
complaint regarding a recent purchase. Store Manager Chad Carlin provided the following response: We have provided the necessary parts to Ms. [redacted] in order resolve this issue. We want to apologize sincerely for the delay. When Ms. [redacted] was provided with the parts, she indicated that this was satisfactory to her. However, Ms. [redacted] may contact me (Chad) during normal business hours at ([redacted]) [redacted]-[redacted] if she has any further questions. Again, 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,Tammie [redacted] Specialist, Regulatory Complaints Tell us why here...
January 23, 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 refrigerator and her request for a...
replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted] Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current refrigerator, it was determined that $2,900.00 would provide her with a comparable replacement under her MPA. An email was sent to Ms. [redacted] on January 23, 2017, explaining the replacement process. As stated in the email, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, [redacted] to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator. While the MPA will expire on May 8, 2017, the manufacturer’s warranty will run one year from the date of delivery. With that said, since we are providing Ms. [redacted] with her requested resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]I am rejecting this response because:The manager himself stated that he talked to my boyfriend on two occasions during the 7+ hour procedure, as evidenced by his initial response which you forwarded. The manager stated that his communication with us was as follows:- communicating that the wrong part had been ordered.- communicating that they couldn't get the part at all and would have to do a custom line and it would take a little longer (Chris repeated this claim to me as well. 7+ hours on a 1.5 hour job is not a "little" longer, once again going to the heart of the matter that the mechanics did not know what they were doing.- a call I placed into him over 5 hours later.If the manager is now telling you that he kept one or both of us in the loop, he's lying and this is proven by his initial statement. I would encourage you to review the store tapes, since 3 parties - myself, my boyfriend, and the manager whose account you seem to be referencing, claim that this did not happen.The "repair" was not done correctly, and my car has had ongoing issues since the event which will need to be addressed by qualified mechanics. 50% is more than a little low. If I did my own job in this manner, especially in a way which affected the safety of my clients, I would be fired. A question of whether a refund should be issued, or pushing to keep half of the money on such a botch job, is ludicrous. This is not some run of the mill complaint - it's one about a serious safety issue, and one which demonstrates that Sears only cares about the bottom line, rather than a client they put into a car with a patched together brake system done by someone who didn't know what they were doing.This case is most certainly not "closed".Sincerely,[redacted]
January 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a replacement griddle. It is unfortunate if Mr. [redacted] feels we failed his expectations when he contacted Sears Holdings Corporation regarding his online order. After reviewing the notes in the order we found that a Sears Online agent advised him of the extended holiday return policy and explained that he was eligible to return the product at his local store. Additionally, the agent sent a return label via email giving him a chose to return by mail or in the store for a refund. We show that the [redacted] return tracking label was never used therefore; we have sent a new return label to same email address that is listed in the order. For Mr. [redacted] records the new [redacted] number is [redacted]. We ask that Mr. [redacted] follow up with the person that owns that email address listed in the order to ensure they check their spam/junk folders in their email. Once the item is returned to Sears then a refund will be issued accordingly. We apologize again if Mr. [redacted] feels that Sears was not standing behind the product that was purchased. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending the return. 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
August 30, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Joseph [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided. Mr. [redacted] seems to doubt our estimate and yet he admits he took the advice of our technician and purchased a new appliance since it did not make much sense to invest that percentage of funds into a repair for an item when contrasted against the original purchase price and date. As for the price for our parts, we do not manufacture any parts. All of the parts we have, have to be purchased from a manufacturer and then yes, we do have amounts built onto that so that we make a reasonable profit and cover our expenses to sell the item. We apologize if Mr. [redacted] thinks the prices are excessive but frankly a retailer or service provider is allowed to price a part at whatever price they feel is appropriate. We gave Mr. [redacted] a quote with accurate prices for the repair we diagnosed that he needed, and the estimate is the only fee we charged him for. As such he is not entitled to a refund for no other reason than he does not want to pay when every other consumer nationwide has to pay to receive this same service. As we feel his request remains unreasonable and unjustified, we have reclosed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]-[redacted]-[redacted]Email: Dana.[redacted]@searshc.com
Contact Name and Title: MELISSA [redacted]
October 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Courtney [redacted] - # 94572801
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] complaint regarding her...
dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Additionally, we would like to assure Ms. [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 Ms. [redacted] concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Ms. [redacted] complaint, so that future problems can be averted.
Since Ms. [redacted] has indicated that she would prefer to have the repair completed by another service provider, we have processed a refund for $129.01. We arrived at this amount by subtracting the non-refundable trip charge fee of $95.00 from the amount she paid, $224.01. We are unable to issue a full refund as Ms. [redacted] was provided with a diagnosis, which is what the aforementioned trip charge covers. The credit was processed to Ms. [redacted] Visa account ending in 7277 on October 13, 2015, so she should see it post to her account within the next five to seven days.
With that said, since we have issued Ms. [redacted] a partial refund and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
William [redacted]
January 24, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction that the range failed too soon and the...
problems he encountered when he requested to exchange the unit for another model.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed the purchase information and the delivery case notes, and the exchange for the range was processed on January 21, 2017 at no additional charge to Mr. [redacted] Delivery is scheduled for January 27, 2017. With that being said, since we have provided Mr. [redacted] with his requested resolution, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[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 pressure washer. We were unable to find a...
purchase of a Craftsman Pressure washer model # [redacted] serial # [redacted] under Mr. [redacted] customer profile. Mr. [redacted] states that he purchased this pressure washer in 2013, but we show this craftsman model was last manufactured by [redacted] in 2003. That being said we will be happy to research further if Mr. [redacted] can provide a sales receipt of the purchase of the Craftsman pressure washer. At this time based on the information provided by Mr. [redacted] the pressure washer is over 10 years old and outside of its manufacture warranty therefore is not eligible for a refund or exchange. We have closed this case pending the requested information from Mr. [redacted] to provide a sales receipt. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her washer. It is regrettable...
that we failed Ms. [redacted] expectations in regard to her washer repair. We would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. [redacted] with [redacted] was able to assign a technician to service Ms. [redacted] washer on March 27, 2017. Our records show that the technician installed the parts that were previously ordered; completing the repair. With that said, since the repair to Ms. [redacted] washer has been completed, albeit later than expected, and we have documented her concerns with the repair process, 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
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] [redacted]
Initial Business Response /* (1000, 5, 2015/06/18) */
June 18, 2015
[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]'s complaint regarding...
his dissatisfaction with the refrigerator he purchased.
First of all, we want to let Me. [redacted] know that this comments regarding the service he received were forwarded to the manager of service for this district and the regional manager as well for review.
In regard to the refrigerator itself, there is always the possibility of failure. Manufacturers can not anticipate or predict the life expectancy of any given part. Sears' goal is to provide quality merchandise to our customers and we are always concerned when something purchased from us fails. Mr. [redacted] has exceeded the time period that he would qualify for a refund according to our return policy. Additionally, repair would be the only remedy at this time according to his manufacturer's warranty. However at this point in time, we are willing to offer him an exchange as a courtesy. As an additional courtesy, we are willing to allow Mr. [redacted] up to $1850.00 to select a new refrigerator even though he only paid $1567.49 for his old unit. We will simply need to know which model Mr. [redacted] is interested in and we can make the necessary arrangements to exchange his old unit. He may feel free to contact me during normal business hours; email is usually the best method of communication. 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]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]@searshc.com
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has contacted us with the proposal of replacing the frig with a new one of our choice up to $ 2100.00. We have accepted the offer and provided the new model number. They have scheduled a deliver and pick of the old one for 6/30/15. Thanks for the help.
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his ** double oven. Mr. [redacted] confirmed that the...
oven is working correctly after the last service repair. I have provided Mr. [redacted] with my direct contact information if he continues to have issues with the oven. Meantime since we have repaired Mr. [redacted] oven we have closed this 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of [redacted] complaint regarding her request to receive new...
tires at no cost under the terms of the manufacturer’s warranty. It is unfortunate that we failed [redacted] expectations when she recently visited Sears Auto Center. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns were forwarded to management for review and as a result of this action, [redacted] Manager for Sears Auto Center number [redacted] informed us that a member of his team spoke with [redacted] in reference to his concerns. [redacted] returned to Sears Auto Center and received 4 new tires under the terms of his manufacturer’s warranty, as requested. At this time, we can only reiterate that we truly regret any misinformation or inconvenience [redacted] may have experienced. We hope that in the future they will allow us the opportunity to provide them 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 [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.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear [redacted] We have not been able to speak to [redacted] regarding her complaint of her in warranty Kenmore range. Despite several calls...
and messages to [redacted]’s contact numbers by the service unit we have had no return calls. Sears did set up a service call for our technician to repair the range plug that was damaged on June 16, 2016, but this service was cancelled on June 21, 2016 when our service technician arrived at the door. As for [redacted]’s allegation that the insect infestation found at the back of the range came from the delivery warehouse, we have not found evidence to support this. [redacted]’s range was delivered on November 29, 2016 along with a dishwasher, a refrigerator and an over the range microwave oven. These items all came from the same warehouse. If the infestation had arrived with the delivery of her items there would have been evidence in the home long before the June 2016 service nor would the infestation had stayed only at the range in the last 7 months. We also believe that [redacted]’s exterminator would have found some evidence in the other three appliances delivered the same day, per her complaint this is not the case. We are happy to repair the damaged plug to [redacted]’s range but she will be responsible for the repairs of the control board as this damaged was due to the infestation and not covered under her manufacture warranty. Once the range has been repaired and is in good working order her manufactures warranty will be reinstated for the range. That being said we will not be honoring [redacted]’s request for a replacement of the range. If [redacted]’s changes her mind and will allow our service technician back to repair the plug on her range she need only contact [redacted] directly at [redacted] or me, [redacted] at [redacted] and we will be happy to set service to repair the range plug. In the interim we have closed our case pending [redacted]’s response. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]6 - Stephen [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the charges he was informed of relating to an estimate to repair...
his microwave.
We would first like to clarify that when we checked online, it showed the minimum trip/diagnostic fee for a built-in microwave oven to be $99.00 and not $89.00 as Mr. [redacted] references. We then thought maybe he had looked at just the prices for a countertop microwave but since we do not provide in-home repair for those types of units, there was not a selection from the dropdown menu for just microwave.
As far as the actual service is concerned, we are unsure as to what the $249.00 fee entailed. If in fact the technician discovered that parts were not available, and removing the board and sending it out for a repair was not an option (which is not uncommon with products not covered under a warranty as the additional liability of losing or damaging the part in transit is something that many businesses do not wish to take on) then normally the only fee that would assessed would be the minimum trip/diagnostic fee of $99.00. Mr. [redacted] says we should have known in advance that parts were not available, but the fact is that until we know what the problem is, we would not know what parts are needed. In the case of built-in ovens and microwaves, the electronic control board can be hard to source as new after several years, but many other parts are still available.
While Mr. [redacted] is asking for at least a refund of $10.00, but would really like a full refund of $99.00, our records do not show that we were ever paid for the call. When we have instances of a refusal to pay, we then generally send a bill from our billing department to collect the monies owed to us. However, we do not show that a bill was ever sent to Mr. [redacted] and/or that one was paid. With that said, while we do feel the $99.00 fee is accurate and valid, as a one-time courtesy we are willing to waive collecting this fee and have noted this on his record. If Mr. [redacted] receives any calls or correspondence related to this debt dated after today, then he is welcome to contact me via phone or email so that I may assist on his behalf. In the interim, since we have essentially honored Mr. [redacted]'s request by providing our diagnostic services at no charge, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
December 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order...
experience and request to cancel his order for a refund. It is unfortunate that we failed Mr. [redacted] expectations when he attempted to cancel his order. We can only apologize for any inconvenience Mr. [redacted] may have experienced and can assure that his concerns have been forwarded to management for review. It should be noted according to Sears’ Terms of Use online it states that that orders you submit online may be cancelled until they are processed. Orders with the status of “Processing” may not be cancelled, and you must wait until you receive the merchandise in order to return it. Since the order was processed the merchandise shipped to Mr. [redacted] and was delivered on November 22, 2016. Since we have confirmed that [redacted] delivered the merchandise, Mr. [redacted] will need to return the product to his local Sears store for a full refund. The nearest Sears store is Unit [redacted] MD [redacted] telephone [redacted] and is approximately 15 minutes away or 5 miles. If Mr. [redacted] prefers to ship the product back then he may do so using the ERL that we have created with a [redacted] tracking number of [redacted]. Mr. [redacted] should receive this label via email shortly. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we respectfully ask to have this matter closed, pending Mr. [redacted] to return his product either by shipping the product back or by returning to his local Sears store. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Anna P[redacted] - # [redacted] Dear [redacted]: We have completed our investigation of Ms. P[redacted] complaint regarding her refrigerator repair. ...
It is regrettable that we failed Ms. P[redacted] expectations in regard to the service to her refrigerator. We value Ms. P[redacted] patronage, and we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. P[redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. P[redacted] for any inconvenience we may have caused. Upon receiving Ms. P[redacted] complaint, we contacted the local service unit for assistance. Sabrina P[redacted] with unit [redacted] subsequently spoke with Ms. P[redacted] regarding the problems she has experienced with her refrigerator repair. The upcoming service was confirmed and our records show that the repair to Ms. P[redacted] refrigerator was completed on September 14, 2017, with the installation of a new evaporator and drier assembly. Additionally, we have processed a $100.00 check to help reimburse Ms. P[redacted] for the mini-fridge she purchased while she was waiting for the completion of the repair. With that said, since we have documented Ms. P[redacted] concerns with the repair process and we have completed the repair to her refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Ms. P[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist