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
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]
November 6, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Lee J O[redacted] Dear [redacted] We have completed the investigation of Mr. O[redacted] complaint regarding the diagnosis he received on his dishwasher...
and his request to receive not only a warranty repair but a refund of his fee. As clarification, Sears is not and has not been for many years, an authorized servicer for Whirlpool manufactured items such as [redacted] His owner’s manual instructs him on who to contact to arrange a warranty repair, and Sears is not listed. We would be happy to complete the repair we gave him a diagnosis for, but he would be responsible for the charges. If he wants the repair completed under any exceptional parts warranty that might still be in effect, then he would need to contact [redacted] As for the charge for our diagnosis, Mr. O[redacted] contacted us for this and was advised in advance as to the minimum charge. This charge covers our expenses for traveling to his home and evaluating his appliance. We fulfilled our part of this by providing the diagnosis. It is not our fault that Mr. O[redacted] assumed that we would provide any warranty repairs that might be applicable past his one year warranty. If he had asked us in advance we would have been able to inform him that we are not an authorized servicer under any warranty that he may have had remaining. With that said, since the charges are valid we have not refunded these and have closed our file as this decision is commensurate to the circumstances. We apologize to Mr. O[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 S[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician who came to repair my lawnmower was knowledgeable on all parts needed for repair. Technician made an effort to have parts shipped within the week to speed up repair process. I am waiting to receive the $200.00 lawn care reimbursement for lawn care out of pocket expenses. Over all I am pleased with having my mower in working condition again.
Thank you for helping me bring the situation to a resolve.
V/r.
Kathleen [redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent visit to...
one of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted]. Mr. [redacted] has refunded Mr. [redacted] in the amount of $131.42 per his request. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request 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.
March 17, 2017
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 12013702 – Ike Ezem
Dear Ms. Virghes:
We have completed the investigation of Mr. Ezem’s complaint regarding the problems he encountered when he attempted to return a...
microwave that he purchased online to an outlet store.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. Ezem may have experienced. We reviewed his online order and our records indicate that on March 4, 2017 the outlet store processed the return and a credit of $224.07 was issued to his credit card ending in 0988. With that being said, since we have provided Mr. Ezem with his requested resolution, we have closed our case.
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
November 29, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her order for patio...
furniture. We would first like to note that Ms. [redacted] purchased her items from one of our Marketplace vendors[redacted]. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the purchase is subject to the terms of each seller’s individual return policy. As a courtesy, we have contacted the seller and they assured us that they had sent replacement pieces to Ms. [redacted]. We hope that this brings some closure to Ms. [redacted] on this matter. As this decision is in accordance to our posted terms and conditions, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Specialist, Regulatory Complaints[redacted]Email: [redacted]
November 7, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Thomas T[redacted]
Dear [redacted]
We have completed the investigation of Mr. T[redacted] complaint regarding his dissatisfaction that the repair of his...
refrigerator was not completed in a timely manner due to parts delay.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. T[redacted] may have experienced. We want to assure Mr. T[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. According to our records, the manufacturer’s standard one-year warranty on the refrigerator expired on June 24, 2017 and Mr. T[redacted] requested service on July 11, 2017. We would also like to note that the appliance warranty that Mr. T[redacted] purchased is held by [redacted] Services. [redacted] Services would make the final decision on the qualification for the replacement of the refrigerator according to the terms of their agreement.
We reviewed the service order notes related to Mr. T[redacted] refrigerator. On July 18, 2017 our technician ordered a compressor, UV drier and condenser. On August 1, 2017 the manufacturer notified us that the compressor was on backorder. Unfortunately, the reality is that we are limited in what we can or cannot order, how long it takes, and how it is shipped, by the manufacturers that make and send the parts and we have very little control over this. When we are notified that a part is on backorder, our parts research team will reach out to alternate resources to locate the part sooner. The compressor shipped on August 23, 2017 and service was set for September 9, 2017. The technician reported that no one was home on September 9, 2017 and service was rescheduled for September 14, 2017. The technician installed the parts and completed the repair. Regrettably, the next day Mr. T[redacted] reported that the refrigerator was still not cooling. On September 21, 2017 our technician reassessed the refrigerator and ordered a mainboard; the repair was completed on October 2, 2017. On October 11, 2017 Mr. T[redacted] reported that the refrigerator was not cooling. When the technician arrived on October 17, 2017 he reported that the temperature in the refrigerator was 38 degrees Fahrenheit and the temperature in the freezer was -4 degrees Fahrenheit. Since the refrigerator was working, the service order was closed.
On November 2, 2017 Mr. T[redacted] called and requested service again on the refrigerator; Service is set for November 10, 2017. We have reached out to the service unit for assistance and will monitor the repair. However, Mr. T[redacted] would need to contact [redacted] Services regarding his appliance warranty and his request for a replacement. With that being said, since we have addressed the issue brought forth in Mr. T[redacted] complaint, we have closed our file.
We apologize to Mr. T[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 S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 25, 2016
Dept of State, Division of Consumer Protection
Attn: Tonya [redacted]
One Commerce Plaza, 99 Washington Avenue
Albany, NY 12231-0001
Our File No: [redacted] Angie [redacted]
Your File No: [redacted]-WEB
Revdex.com Case # [redacted]
Via: First Class Mail
Via Facsimile:...
[redacted]
Dear Ms. [redacted],
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attention. We appreciate the opportunity to address Mrs. [redacted]’s issues. On behalf of SHIP please know that we do value her as a customer and apologize for any frustrations/inconveniences she may have experienced.
SHIP will send an independent third party company to determine if the installation is to code/standards as well as to determine if there are any damage issues. The third party assessment/inspection is also being done to determine if in fact there are any issues with the installation. If any issues are found to be SHIP’s responsibility they will be addressed promptly. The third party will call Mrs. [redacted] to schedule the inspection.
We want to thank Mrs. [redacted] for her cooperation and patience. Her patronage is valued by Sears. We appreciate the opportunity to address her issues. If you have any questions or concerns, please contact me at 1-[redacted] extension [redacted], or via email at richard.[redacted]@searshomepro.com
Sincerely,
Richard [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Website
Angie [redacted] via First Class Mail
December 30, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and a charge for a water filter from Sears Parts Direct. It is unfortunate that we failed Mr. [redacted] expectations when he recently requested assistance from Sears Parts Direct. We value his patronage and can understand his frustration with the events detailed in his letter. Although our associates are not required to provide their full last name, Mr. [redacted] concerns about his customer service experience have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, we were able to locate an order for Mr. [redacted] and [redacted], Senior Customer Support Manager, has attempted to contact Mr. [redacted] by telephone from December 27, 2016, through December 30th to verify the credit card to be refunded; however, she has been unable to reach Mr. [redacted] and he has not replied to her messages. If Mr. [redacted] still needs assistance, he may contact Ms. [redacted] at [redacted]. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. Since we have noted Mr. [redacted] comments, we respectfully ask to have this matter closed pending his response. 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]
Contact Name and Title: [redacted]
October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed our investigation [redacted] rebuttal to our previous response.
Upon receiving [redacted] follow-up concerns, we contacted [redacted] with Sears Carpet/Duct Cleaning for further assistance. She responded that the local office still refutes [redacted] claims and will not return to his home to re-service his carpet to avoid a confrontational situation. In light of this[redacted] is going to offer [redacted] a refund of the carpet service, which is what he originally requested in his complaint. An email is being sent to [redacted] at [redacted] explaining the offer. If [redacted] accepts and signs the Customer Release Form (CRF) included with the email, the $140.00 refund will be processed. With that said, since we have documented [redacted] additional comments and proposed an equitable resolution, we ask that this matter be closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
William [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.
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]
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. 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
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]
Complaint: 11598240
I am rejecting this response because: Why am I rejecting this, because after around 10 phone calls, and every time them telling that they would process my refund I would get an email stating that I had not paid for part of my order. I ordered 12 pairs of jeans all one order, 5 pairs shipped and the other 7 never did ship. I ordered all 12 pairs of jeans at the same time and paid the full amount. Finally I had to take copies of all my emails from Kmart, a copy of checking statement from my bank into the store. I went over with the manager of the store, he then called Kmart online and told them that they owed me a refund for the 7 pairs of jeans that never shipped, and that I had indeed paid for all 12 pairs of jeans. There excuse was that they had a computer glitch. The Manager told them that's not the customers problem, Finally after numerous phone calls only to receive an email saying I only paid for part of my order I was finally refunded my money for the 7 pairs of jeans I never received. To say I received horrible customer service is an under statement, I'm just thankful that the manager at the local Kmart was smarter than an one I had talked to on the phone and was able to get me my refund.
Sincerely,
Timothy [redacted]
October 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Barbara [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator....
We arranged for a repair on October 14, 2016. When our technician arrived he found that the water filter had been broken when it was self-installed. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com
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
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]
November 6, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Lee J O[redacted] Dear [redacted] We have completed the investigation of Mr. O[redacted] complaint regarding the diagnosis he received on his dishwasher...
and his request to receive not only a warranty repair but a refund of his fee. As clarification, Sears is not and has not been for many years, an authorized servicer for Whirlpool manufactured items such as [redacted] His owner’s manual instructs him on who to contact to arrange a warranty repair, and Sears is not listed. We would be happy to complete the repair we gave him a diagnosis for, but he would be responsible for the charges. If he wants the repair completed under any exceptional parts warranty that might still be in effect, then he would need to contact [redacted] As for the charge for our diagnosis, Mr. O[redacted] contacted us for this and was advised in advance as to the minimum charge. This charge covers our expenses for traveling to his home and evaluating his appliance. We fulfilled our part of this by providing the diagnosis. It is not our fault that Mr. O[redacted] assumed that we would provide any warranty repairs that might be applicable past his one year warranty. If he had asked us in advance we would have been able to inform him that we are not an authorized servicer under any warranty that he may have had remaining. With that said, since the charges are valid we have not refunded these and have closed our file as this decision is commensurate to the circumstances. We apologize to Mr. O[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 S[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician who came to repair my lawnmower was knowledgeable on all parts needed for repair. Technician made an effort to have parts shipped within the week to speed up repair process. I am waiting to receive the $200.00 lawn care reimbursement for lawn care out of pocket expenses. Over all I am pleased with having my mower in working condition again.
Thank you for helping me bring the situation to a resolve.
V/r.
Kathleen [redacted]
August 4, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent visit to...
one of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted]. Mr. [redacted] has refunded Mr. [redacted] in the amount of $131.42 per his request. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request 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 Complaints Specialist
[redacted].[redacted]@searshc.com
March 17, 2017
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 12013702 – Ike Ezem
Dear Ms. Virghes:
We have completed the investigation of Mr. Ezem’s complaint regarding the problems he encountered when he attempted to return a...
microwave that he purchased online to an outlet store.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. Ezem may have experienced. We reviewed his online order and our records indicate that on March 4, 2017 the outlet store processed the return and a credit of $224.07 was issued to his credit card ending in 0988. With that being said, since we have provided Mr. Ezem with his requested resolution, we have closed our case.
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
November 29, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her order for patio...
furniture. We would first like to note that Ms. [redacted] purchased her items from one of our Marketplace vendors[redacted]. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the purchase is subject to the terms of each seller’s individual return policy. As a courtesy, we have contacted the seller and they assured us that they had sent replacement pieces to Ms. [redacted]. We hope that this brings some closure to Ms. [redacted] on this matter. As this decision is in accordance to our posted terms and conditions, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Specialist, Regulatory Complaints[redacted]Email: [redacted]
November 7, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Thomas T[redacted]
Dear [redacted]
We have completed the investigation of Mr. T[redacted] complaint regarding his dissatisfaction that the repair of his...
refrigerator was not completed in a timely manner due to parts delay.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. T[redacted] may have experienced. We want to assure Mr. T[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. According to our records, the manufacturer’s standard one-year warranty on the refrigerator expired on June 24, 2017 and Mr. T[redacted] requested service on July 11, 2017. We would also like to note that the appliance warranty that Mr. T[redacted] purchased is held by [redacted] Services. [redacted] Services would make the final decision on the qualification for the replacement of the refrigerator according to the terms of their agreement.
We reviewed the service order notes related to Mr. T[redacted] refrigerator. On July 18, 2017 our technician ordered a compressor, UV drier and condenser. On August 1, 2017 the manufacturer notified us that the compressor was on backorder. Unfortunately, the reality is that we are limited in what we can or cannot order, how long it takes, and how it is shipped, by the manufacturers that make and send the parts and we have very little control over this. When we are notified that a part is on backorder, our parts research team will reach out to alternate resources to locate the part sooner. The compressor shipped on August 23, 2017 and service was set for September 9, 2017. The technician reported that no one was home on September 9, 2017 and service was rescheduled for September 14, 2017. The technician installed the parts and completed the repair. Regrettably, the next day Mr. T[redacted] reported that the refrigerator was still not cooling. On September 21, 2017 our technician reassessed the refrigerator and ordered a mainboard; the repair was completed on October 2, 2017. On October 11, 2017 Mr. T[redacted] reported that the refrigerator was not cooling. When the technician arrived on October 17, 2017 he reported that the temperature in the refrigerator was 38 degrees Fahrenheit and the temperature in the freezer was -4 degrees Fahrenheit. Since the refrigerator was working, the service order was closed.
On November 2, 2017 Mr. T[redacted] called and requested service again on the refrigerator; Service is set for November 10, 2017. We have reached out to the service unit for assistance and will monitor the repair. However, Mr. T[redacted] would need to contact [redacted] Services regarding his appliance warranty and his request for a replacement. With that being said, since we have addressed the issue brought forth in Mr. T[redacted] complaint, we have closed our file.
We apologize to Mr. T[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 S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 25, 2016
Dept of State, Division of Consumer Protection
Attn: Tonya [redacted]
One Commerce Plaza, 99 Washington Avenue
Albany, NY 12231-0001
Our File No: [redacted] Angie [redacted]
Your File No: [redacted]-WEB
Revdex.com Case # [redacted]
Via: First Class Mail
Via Facsimile:...
[redacted]
Dear Ms. [redacted],
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attention. We appreciate the opportunity to address Mrs. [redacted]’s issues. On behalf of SHIP please know that we do value her as a customer and apologize for any frustrations/inconveniences she may have experienced.
SHIP will send an independent third party company to determine if the installation is to code/standards as well as to determine if there are any damage issues. The third party assessment/inspection is also being done to determine if in fact there are any issues with the installation. If any issues are found to be SHIP’s responsibility they will be addressed promptly. The third party will call Mrs. [redacted] to schedule the inspection.
We want to thank Mrs. [redacted] for her cooperation and patience. Her patronage is valued by Sears. We appreciate the opportunity to address her issues. If you have any questions or concerns, please contact me at 1-[redacted] extension [redacted], or via email at richard.[redacted]@searshomepro.com
Sincerely,
Richard [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Website
Angie [redacted] via First Class Mail
December 30, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and a charge for a water filter from Sears Parts Direct. It is unfortunate that we failed Mr. [redacted] expectations when he recently requested assistance from Sears Parts Direct. We value his patronage and can understand his frustration with the events detailed in his letter. Although our associates are not required to provide their full last name, Mr. [redacted] concerns about his customer service experience have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, we were able to locate an order for Mr. [redacted] and [redacted], Senior Customer Support Manager, has attempted to contact Mr. [redacted] by telephone from December 27, 2016, through December 30th to verify the credit card to be refunded; however, she has been unable to reach Mr. [redacted] and he has not replied to her messages. If Mr. [redacted] still needs assistance, he may contact Ms. [redacted] at [redacted]. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. Since we have noted Mr. [redacted] comments, we respectfully ask to have this matter closed pending his response. 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]
Contact Name and Title: [redacted]
October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed our investigation [redacted] rebuttal to our previous response.
Upon receiving [redacted] follow-up concerns, we contacted [redacted] with Sears Carpet/Duct Cleaning for further assistance. She responded that the local office still refutes [redacted] claims and will not return to his home to re-service his carpet to avoid a confrontational situation. In light of this[redacted] is going to offer [redacted] a refund of the carpet service, which is what he originally requested in his complaint. An email is being sent to [redacted] at [redacted] explaining the offer. If [redacted] accepts and signs the Customer Release Form (CRF) included with the email, the $140.00 refund will be processed. With that said, since we have documented [redacted] additional comments and proposed an equitable resolution, we ask that this matter be closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
William [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.
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]
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. 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
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]
Complaint: 11598240
I am rejecting this response because: Why am I rejecting this, because after around 10 phone calls, and every time them telling that they would process my refund I would get an email stating that I had not paid for part of my order. I ordered 12 pairs of jeans all one order, 5 pairs shipped and the other 7 never did ship. I ordered all 12 pairs of jeans at the same time and paid the full amount. Finally I had to take copies of all my emails from Kmart, a copy of checking statement from my bank into the store. I went over with the manager of the store, he then called Kmart online and told them that they owed me a refund for the 7 pairs of jeans that never shipped, and that I had indeed paid for all 12 pairs of jeans. There excuse was that they had a computer glitch. The Manager told them that's not the customers problem, Finally after numerous phone calls only to receive an email saying I only paid for part of my order I was finally refunded my money for the 7 pairs of jeans I never received. To say I received horrible customer service is an under statement, I'm just thankful that the manager at the local Kmart was smarter than an one I had talked to on the phone and was able to get me my refund.
Sincerely,
Timothy [redacted]
October 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Barbara [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator....
We arranged for a repair on October 14, 2016. When our technician arrived he found that the water filter had been broken when it was self-installed. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com