(The consumer indicated he/she ACCEPTED the response from the business.)
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - K. Rachel [redacted]
Dear Ms. [redacted],
Sears has resolved my complaint & I am happy with the resolution. They refunded my full amount & did not charge me a restocking fee & also sent me a prepaid label to ship back the pillows. I shipped the pillows back on Tuesday, 8/11/15 via UPS. Sears told me to rest assured that they will not charge back my [redacted] account. Please close this case. Thank you so much for all your help in this matter.
K. Rachel [redacted]
case# 945[redacted]
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]
Complaint: [redacted]
I am rejecting this response because: I received my refund of 982.28, however on July 1st Sears came to install washer and dryer, at that time I was informed I needed a gas dryer and that customer solutions would contact me within 24 hours to schedule an exchange & the electric dryer was returned. I did talk to someone in customer solutions who informed me that she would have to process the electric dryer as a return and that it could not be exchanged I would have to repurchase a gas dryer once I received refund. I waited days and on July 7th I order a gas dryer which was delivered and installed on 7/9. It is now 7/13 and I still have not received the refund for the electric dryer that I had to return. I talked to several agents from Sears corporates who told me I should have refund by 7/11. on 7/11 a rep from the delivery dept called me to verify my installation was complete. I said it was but I still have not received refund for electric dryer. she informed me I should have it by 7/12. Today 7/13 I called corporate and spoke with a rep who told me she didn't even see that a refund for the electric dryer was placed after being on the phone for 50 minutes with her while she called other departments. It took her quite some time to even find the sales check # for the electric dryer or the gas dryer, I had to provide her with both. That call ended with her telling me she created another case for the refund of the electric dryer and it would be another 1 business day before she gets a response from the appropriate department.
Sincerely,
Ghianni [redacted]
November 6, 2015[redacted]We have completed the investigation of [redacted] complaint regarding the performance of his microwave.We have reviewed [redacted]...
complaint and apologize that he has had issues with his microwave. We would like to note that we have researched his model# [redacted] and did not find any known issues or recalls on this particular microwave. Because we value [redacted] patronage, we have processed a $100.00 gift card so that [redacted] can purchase either this microwave again which is currently $89.99 on sears.com or another microwave of his choosing. The gift card will be sent to his email address listed on this complaint and will be received within 2-3 business days. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.[redacted]
April 27, 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 refrigerator...
delivery and request for a full refund. [redacted] Store General Manager for Unit [redacted], provided the following response: It is unfortunate that we failed Mr. [redacted] expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After receive the complaint filed, we issued a refund of the delivery fee under return receipt number [redacted] We invited Mr. [redacted] back into the store if he was still in the market for a new refrigerator and offered to take $200.00 off the model. Should Mr. [redacted] have any questions, he may contact our store directly at [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: William [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding repairs to his home air conditioner and the Sears Home Warranty. It is...
first important to note that the Sears Home Warranty is administered by Cross Country Home Services (CCHS), not Sears. That said, Ashley [redacted] from CCHS has informed our office that Mr. [redacted] has accepted a check which was sent out several days ago. If Mr. [redacted] has any concerns about his claim he needs to contact Ashely [redacted] at a[redacted]@cchs.com or by phone by calling 800-531-3466 ext. 42046. Since we have been advised that Mr. [redacted]’s check was processed we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
[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]
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
(The consumer indicated he/she ACCEPTED the response from the business.)
I am waiting for the new chairs to come and when they do I will be completely satisfied.
[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]
November 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Miss Terina T[redacted] Dear Ms. [redacted] We have completed the investigation of Miss T[redacted]’ complaint regarding her online order experience...
and her request for an immediate refund. It is unfortunate that we failed Miss T[redacted]’ expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only apologize for the misinformation she was provided and we truly regret any inconvenience she may have experienced. After contacting Sears Online, we advised that a refund needed to be processed since the local store closed. Accordingly, a full refund of $114.60 was processed on November 30, 2017, under return receipt number [redacted] Credit normally posts to the account within 3 to 5 business days or dependent upon each financial institution. Additionally, we hope that in the future Ms. T[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. T[redacted]’ concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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
February 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal to our previous response. Upon researching [redacted] follow-up concerns, we found that the check that had been promised to [redacted] was never issued. It appears that our Protection Agreement Department denied the food loss claim due to the loss being the result of the technician failing to turn the unit back on rather than a result of product failure. Unfortunately, we were not notified of the denial, so we were unaware that [redacted] had not been issued a check. With that said, we submitted a check request to our Accounting Department for $250.00, circumventing the Protection Agreement Department and charging the service unit for the food loss. The request was processed on February 24, 2016, so [redacted] should receive the check within the next two weeks. Again, we are very sorry for the delay. In summary, since [redacted] is being issued the concession she was promised, albeit slightly later than expected, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 13, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: # 10886600 –
Vadim [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Mr. [redacted]’s complaint regarding repairs for his
[redacted] Weed Trimmers.We found that Mr....
[redacted]
does have a seven year manufacture warranty that takes effect after the first
two year manufacture warranty but this extended warranty is only on the metal
shaft of the trimmers. Our service escalation team was able to clarify the
coverage with Mr. [redacted] and due to the inconvenience he experienced from
the misinformation he received from the store associate our escalation team
offered Mr. [redacted] a $50.00 gift card which was accepted by him. Our
records show that Mr. [redacted] did have his trimmers repaired and the metal
shaft was covered under warranty although the rest of the repairs were his responsibility.
Since we have repaired the trimmers and the resolution provided was acceptable to
Mr. [redacted] we have closed our case. We apologize to Mr.
Karapetyan on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted] directVanessa.L.[redacted]@searshc.com
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
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Carolyn [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the repair of her...
laundry center.
We have received Ms. [redacted] complaint and apologize that she has had issues with the repair of her laundry center. Upon receiving Ms. [redacted] complaint, we escalated her concerns to Paul [redacted], District Service Manager, who called Ms. [redacted] and discussed her concerns. He apologized for the issues and offered to schedule her same day but she was unable to be home for that repair so it was agreed that repair would be completed on 7/30/16. Repair was completed and we respectfully ask to have this complaint 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.
March 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have reviewed [redacted] rebuttal complaint regarding the refund that was provided by the local store. As clarification, our records show that [redacted] was charged $72.34 on January 19, 2016. The local store processed a refund of $71.39 on March 10, 2016, shorting her $0.95 cents. Additionally, it does not appear that her Shop Your Way Reward points ($10.68) were refunded. Therefore, we have processed a total refund of $11.63 back to [redacted] account ending in [redacted]. This credit should post to [redacted] account within 3 to 5 business days or dependent on her financial institution’s timeframe. In the interim, since the remaining balance has been provided and we have noted [redacted] concerns, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]
(The consumer indicated he/she ACCEPTED the response from the business.)
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - K. Rachel [redacted]
Dear Ms. [redacted],
Sears has resolved my complaint & I am happy with the resolution. They refunded my full amount & did not charge me a restocking fee & also sent me a prepaid label to ship back the pillows. I shipped the pillows back on Tuesday, 8/11/15 via UPS. Sears told me to rest assured that they will not charge back my [redacted] account. Please close this case. Thank you so much for all your help in this matter.
K. Rachel [redacted]
case# 945[redacted]
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]
Complaint: [redacted]
I am rejecting this response because: I received my refund of 982.28, however on July 1st Sears came to install washer and dryer, at that time I was informed I needed a gas dryer and that customer solutions would contact me within 24 hours to schedule an exchange & the electric dryer was returned. I did talk to someone in customer solutions who informed me that she would have to process the electric dryer as a return and that it could not be exchanged I would have to repurchase a gas dryer once I received refund. I waited days and on July 7th I order a gas dryer which was delivered and installed on 7/9. It is now 7/13 and I still have not received the refund for the electric dryer that I had to return. I talked to several agents from Sears corporates who told me I should have refund by 7/11. on 7/11 a rep from the delivery dept called me to verify my installation was complete. I said it was but I still have not received refund for electric dryer. she informed me I should have it by 7/12. Today 7/13 I called corporate and spoke with a rep who told me she didn't even see that a refund for the electric dryer was placed after being on the phone for 50 minutes with her while she called other departments. It took her quite some time to even find the sales check # for the electric dryer or the gas dryer, I had to provide her with both. That call ended with her telling me she created another case for the refund of the electric dryer and it would be another 1 business day before she gets a response from the appropriate department.
Sincerely,
Ghianni [redacted]
November 6, 2015[redacted]We have completed the investigation of [redacted] complaint regarding the performance of his microwave.We have reviewed [redacted]...
complaint and apologize that he has had issues with his microwave. We would like to note that we have researched his model# [redacted] and did not find any known issues or recalls on this particular microwave. Because we value [redacted] patronage, we have processed a $100.00 gift card so that [redacted] can purchase either this microwave again which is currently $89.99 on sears.com or another microwave of his choosing. The gift card will be sent to his email address listed on this complaint and will be received within 2-3 business days. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.[redacted]
April 27, 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 refrigerator...
delivery and request for a full refund. [redacted] Store General Manager for Unit [redacted], provided the following response: It is unfortunate that we failed Mr. [redacted] expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After receive the complaint filed, we issued a refund of the delivery fee under return receipt number [redacted] We invited Mr. [redacted] back into the store if he was still in the market for a new refrigerator and offered to take $200.00 off the model. Should Mr. [redacted] have any questions, he may contact our store directly at [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: William [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding repairs to his home air conditioner and the Sears Home Warranty. It is...
first important to note that the Sears Home Warranty is administered by Cross Country Home Services (CCHS), not Sears. That said, Ashley [redacted] from CCHS has informed our office that Mr. [redacted] has accepted a check which was sent out several days ago. If Mr. [redacted] has any concerns about his claim he needs to contact Ashely [redacted] at a[redacted]@cchs.com or by phone by calling 800-531-3466 ext. 42046. Since we have been advised that Mr. [redacted]’s check was processed we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I was very pleased
[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]
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
(The consumer indicated he/she ACCEPTED the response from the business.)
I am waiting for the new chairs to come and when they do I will be completely satisfied.
[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]
November 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Miss Terina T[redacted] Dear Ms. [redacted] We have completed the investigation of Miss T[redacted]’ complaint regarding her online order experience...
and her request for an immediate refund. It is unfortunate that we failed Miss T[redacted]’ expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only apologize for the misinformation she was provided and we truly regret any inconvenience she may have experienced. After contacting Sears Online, we advised that a refund needed to be processed since the local store closed. Accordingly, a full refund of $114.60 was processed on November 30, 2017, under return receipt number [redacted] Credit normally posts to the account within 3 to 5 business days or dependent upon each financial institution. Additionally, we hope that in the future Ms. T[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. T[redacted]’ concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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
February 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal to our previous response. Upon researching [redacted] follow-up concerns, we found that the check that had been promised to [redacted] was never issued. It appears that our Protection Agreement Department denied the food loss claim due to the loss being the result of the technician failing to turn the unit back on rather than a result of product failure. Unfortunately, we were not notified of the denial, so we were unaware that [redacted] had not been issued a check. With that said, we submitted a check request to our Accounting Department for $250.00, circumventing the Protection Agreement Department and charging the service unit for the food loss. The request was processed on February 24, 2016, so [redacted] should receive the check within the next two weeks. Again, we are very sorry for the delay. In summary, since [redacted] is being issued the concession she was promised, albeit slightly later than expected, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 13, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: # 10886600 –
Vadim [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Mr. [redacted]’s complaint regarding repairs for his
[redacted] Weed Trimmers.We found that Mr....
[redacted]
does have a seven year manufacture warranty that takes effect after the first
two year manufacture warranty but this extended warranty is only on the metal
shaft of the trimmers. Our service escalation team was able to clarify the
coverage with Mr. [redacted] and due to the inconvenience he experienced from
the misinformation he received from the store associate our escalation team
offered Mr. [redacted] a $50.00 gift card which was accepted by him. Our
records show that Mr. [redacted] did have his trimmers repaired and the metal
shaft was covered under warranty although the rest of the repairs were his responsibility.
Since we have repaired the trimmers and the resolution provided was acceptable to
Mr. [redacted] we have closed our case. We apologize to Mr.
Karapetyan on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted] directVanessa.L.[redacted]@searshc.com
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
August 15, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Carolyn [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the repair of her...
laundry center.
We have received Ms. [redacted] complaint and apologize that she has had issues with the repair of her laundry center. Upon receiving Ms. [redacted] complaint, we escalated her concerns to Paul [redacted], District Service Manager, who called Ms. [redacted] and discussed her concerns. He apologized for the issues and offered to schedule her same day but she was unable to be home for that repair so it was agreed that repair would be completed on 7/30/16. Repair was completed and we respectfully ask to have this complaint 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
March 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have reviewed [redacted] rebuttal complaint regarding the refund that was provided by the local store. As clarification, our records show that [redacted] was charged $72.34 on January 19, 2016. The local store processed a refund of $71.39 on March 10, 2016, shorting her $0.95 cents. Additionally, it does not appear that her Shop Your Way Reward points ($10.68) were refunded. Therefore, we have processed a total refund of $11.63 back to [redacted] account ending in [redacted]. This credit should post to [redacted] account within 3 to 5 business days or dependent on her financial institution’s timeframe. In the interim, since the remaining balance has been provided and we have noted [redacted] concerns, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]