February 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11103357 - Joseph [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint that his service agreement expired before it...
should have. After extensive research of the case history we were able to confirm that Mr. [redacted]’s Repair Protection Agreement did expire before it should have. We have adjusted this to show the correct expiration date of February 28, 2017. For customer satisfaction we also refunded Mr. [redacted] for a recent part order on break away bolts and ordered him the snow blower nuts he needed as well at no cost to him. Since it is our understanding that this resolution was acceptable to Mr. [redacted] we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
July 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted [redacted] with [redacted] for assistance. On July 7, 2016, Ms. [redacted] spoke with Mr. [redacted] Mr. [redacted] explained that another repair company had repaired his washer. Therefore, as a courtesy, we processed a refund totaling $534.13. Two credit requests were submitted on July 7, 2016; one for $425.13 and a second for $109.00. Ms. [redacted] should see the refunds post to her [redacted] account ending in [redacted] in the next seven to ten days. Ms. [redacted] originally paid a total of $594.13 for the washer repair, but our records show that she was previously issued a $60.00 refund by one of our customer service groups on June 10, 2016. With that said, since an equitable resolution is being provided for Ms. [redacted] 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
October 13, 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] rebuttal complaint to the previous response provided and his request to receive points without filing a claim for the alleged missing item. We have reviewed both Sears.com’s response and Mr. [redacted] rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. It should be noted that Mr. [redacted] initial complaint was that he never received delivery of his order. After we confirmed that the packages were delivered to the front office of his apartment complex, he claimed that two pair of shorts were missing. However, Mr. [redacted] has not made a call to Sears Online to report the issue. To expect Sears to simply issue a refund without giving the company an opportunity to rectify the situation is unrealistic and inappropriate. It would be unjust for Sears to provide a refund to Mr. [redacted] while requiring others to follow the procedure set in place for this particular situation. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted] case we apologize if we failed his expectations, but we feel our offer to work toward a resolution once Mr. [redacted] has filed a claim is relative to the circumstances and our decision is final. 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
Complaint: [redacted]
I am rejecting this response because: They will not stand behind their product and NO refrigerator should break down within 3 months of purchase. I questioned this and pushed for a replacement back in 2015 and they assured me it was a fluke thing. This was not the case since it broke down again this year and as for no repair...I was told by the serviceman that it was the control board which costs over $350 and I would be better off just getting a new refrigerator. NO WONDER SEARS is going out of business!!
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Ephraim [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding the Sears Home Warranty and repairs to his home air-conditioning system....
Brian [redacted], Cross Country Home Services, Customer Advocate provided the following response: Our office has spoken with Mr. [redacted] and he has confirmed that the repairs to his system have been completed. While it is unfortunate there were service related issues, it is important to note that weather did hamper the repair process. Moving forward, if Mr. [redacted] has any additional questions or concerns, he can contact Cross Country Home Services, the administrator of the Sears Home Warranty by calling our office at [redacted]. At this time since we have confirmed the aforementioned repairs, 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] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Carry In Repair Services. [redacted] Sears Carry In Repair...
Technical Manager provided the following response: We are unable to resolve the phone issue and explained to Ms. [redacted] that the technicians make every effort to call the consumers when possible. The carry in repair technicians do leave a call back number when they have to call a consumer to discuss an issue when warranted. During the call with Ms. [redacted] we also explained that we have to charge for our repairs but we will be deducting $50.00 from her repair charge as a gesture of good faith. The technician went over the previous repairs and concerns with Ms. [redacted] and she was satisfied with all of issues. If I can be of any further assistance to Ms. [redacted] she can reach me directly at [redacted]. That said we ask that this complaint be 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
May 23, 2017
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding the repairs to her refrigerator.Upon receipt of...
Ms. B[redacted] complaint, we reached out to her local service unit so that they could expedite the service in question. The repair was completed May 19, 2017. While it was covered under Ms. B[redacted] Master Protection Agreement (MPA), it would have cost approximately $500.00 without this coverage. Additionally, we provided food loss reimbursement in the amount of $152.00. While Ms. [redacted] can certainly cancel the remainder of her coverage, we would recommend waiting to ensure that she no longer needs any further repairs since once she cancels she will no longer have any warranty to cover repairs and/or food loss. In the interim, since it is our understanding the refrigerator is now working, 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
August 3, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Anthony [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that on July 10, 2016, we issued a gift card refund of $473.19 to Mr. [redacted] and sent an email to inform him. Mr. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1[redacted] Ext. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
September 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]...
complaint regarding a recent purchase. As clarification, our records reflect that the recliner Ms. [redacted] was provided with was new. There may have been some shipping tag attached from our warehouse, but it was not previously used. When asked to produce the receipt that is claimed as proof of being previously sold, our request was declined. Additionally, our facility is regularly scheduled for inspections and pest control treatments if necessary. There have been no issues recorded. Finally, our return policy clearly notes: “Indoor upholstered furniture, including recliners and sofas, and delivered wood furniture must be returned within 7 days of the delivery date.” As such, we are unable to grant Ms. [redacted] request and 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, [redacted] Specialist, Regulatory Complaints [redacted]
[redacted]
February 1, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to our response regarding his allegation that the delivery team damaged his flooring during the delivery of the range and that he has not been contacted since he filed the damage claim.
We have Mr. [redacted] rebuttal and we reached out to the delivery carrier for an update on the damage claim. We received confirmation from the carrier that the property owner has been contacted in regards to the damage claim. We contacted Mr. [redacted] and he clarified that he is the tenant, not the property owner. Mr. [redacted] confirmed that he is no longer involved in the damage claim process and it will be handled by the property owner, Mr[redacted] With that being said, since we have addressed the issue brought forth in Mr. [redacted] rebuttal, we have closed 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
March 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding a gift...
card. We first would like to apologize to Mr. [redacted] as it appears that there was a misunderstanding. It seems that the department that approves and issues the gift cards for this program was researching the eligibility based on a purchase date of December 1st, when the price would have gone up and not November 30th when he placed his order. We want to assure Mr. [redacted] that steps have been taken in order to ensure that such a mistake is not repeated. That said, a gift card for $166.09 was sent to Mr. [redacted] on March 10, 2017. Accordingly, we have granted Mr. [redacted] request; therefore, we have closed our file. Again, we apologize to Mr. [redacted] 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[redacted]
July 23, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. L[redacted] complaint regarding the delay he encountering in trying to...
get his refrigerator repaired.Upon receipt of Mr. L[redacted] complaint we reached out to his local service unit. They were able to expedite the repair and get a technician there on July 12, 2017. Oddly enough, once we got the technician there the refrigerator was found to be working fine. If that changes and Mr. L** encounters issues again, he is welcome to contact me via email or phone. In the interim, since the refrigerator is now working, we have closed our file.We apologize to Mr. L** and appreciate the opportunity to address this matter. Please f**l fr** to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
December 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience and her request...
for a refund of one cent plus all of the items selected to be shipped to her at no charge. It is unfortunate if Ms. [redacted] feels we failed her expectations and we can only apologize that she was not able to resolve her password issues online or with an online agent. In the future we recommend that Ms. [redacted] reset her password online and click on the link that is provided via email. If Ms. [redacted] should happen to find that the link provided does not work then we ask that she contact Sears Online directly at [redacted] for assistance. Finally, we would like to clarify the layaway program that she began online. Ms. [redacted] only gave $0.01 (one penny) deposit and made no payments. According to the agreement that Ms. [redacted] signed, the layaway is subject to a $15.00 cancellation fee and a charge of the non-refundable $5.00 initiation fee. As such, Ms. [redacted] is not entitled to a refund since no payments were ever made. If Ms. [redacted] cancels any layaway contract, she will receive a refund of her payments made to date minus the Service and Cancellation Fees. Additionally, Ms. [redacted] has a 14 day grace period after her payment due date before her contract is cancelled and items are returned to stock. Finally, layaway merchandise will be returned to stock 7 days after a missed payment. Unfortunately, we will not be able to honor her request to ship the merchandise she selected, free of charge. In the interim, since a refund is not due to Ms. [redacted], 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.
I really home Sears fix theses issues. They have the most rewarding program, but it is coming with such a huge issue when dealing with very simply things like exchanging the size of a shirt.
Sincerely,
[redacted]
January 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding...
her dryer repair. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dryer. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. 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 sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. Our records show that they were able to move Ms. [redacted] appointment to January 13, 2017. Furthermore, the technician was able to complete the repair to Ms. [redacted] dryer with the installation of a new timer and relay. While we empathize with Ms. [redacted], we are unable to refund her for her expired protection agreements. However, if Ms. [redacted] feels that we are unable to meet her service expectations, she can cancel her current agreements and receive pro-rated refunds. If Ms. [redacted] would like to explore this option, she can contact our Protection Agreement department at ([redacted] In the interim, since we have completed the repair to Ms. [redacted] dryer, 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
July 20, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. D[redacted] complaint regarding the installation of his...
water heater. It was our understanding that Kathy L[redacted] from our installation group has been trying to reach Mr. D[redacted]. If Mr. D[redacted] will respond to Kathy’s call at the number she left, the matter can be discussed and most likely, an amicable resolution may be reached, We apologize to Mr. D[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order...
experience and his request for a refund of the restocking fee. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we show that Sears Online advised him to return to the store with his receipt to receive the refund. However, he was out of town at the time. Therefore, we have issued a refund of $63.60 back to his [redacted] account ending in [redacted] For Mr. [redacted] records the return sales receipt number is [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example 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. #[redacted] Chicago, IL 60611 Re: Grant [redacted] # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint Sears Home Services and repairs to his refrigerator. It is unfortunate that we...
failed Mr. [redacted] expectations when he called Sears for service on his refrigerator. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that the concerns noted in his complaint were forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the repair process took longer than we would have liked. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. We have completed repairs to the refrigerator on August 23, 2016, when a computer board, air duct assembly and gasket were installed. Additionally, as a gesture of good customer service we have provided Mr. [redacted] with a one year Master Protection Agreement (MPA) and we have processed a $300.00 food loss reimbursement check, which should be received within the next 7-10 business days. Mr. [redacted] has my email address and office phone number and can reach out to me if he has any other concerns. That said, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
February 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11103357 - Joseph [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint that his service agreement expired before it...
should have. After extensive research of the case history we were able to confirm that Mr. [redacted]’s Repair Protection Agreement did expire before it should have. We have adjusted this to show the correct expiration date of February 28, 2017. For customer satisfaction we also refunded Mr. [redacted] for a recent part order on break away bolts and ordered him the snow blower nuts he needed as well at no cost to him. Since it is our understanding that this resolution was acceptable to Mr. [redacted] we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
July 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted [redacted] with [redacted] for assistance. On July 7, 2016, Ms. [redacted] spoke with Mr. [redacted] Mr. [redacted] explained that another repair company had repaired his washer. Therefore, as a courtesy, we processed a refund totaling $534.13. Two credit requests were submitted on July 7, 2016; one for $425.13 and a second for $109.00. Ms. [redacted] should see the refunds post to her [redacted] account ending in [redacted] in the next seven to ten days. Ms. [redacted] originally paid a total of $594.13 for the washer repair, but our records show that she was previously issued a $60.00 refund by one of our customer service groups on June 10, 2016. With that said, since an equitable resolution is being provided for Ms. [redacted] 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
October 13, 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] rebuttal complaint to the previous response provided and his request to receive points without filing a claim for the alleged missing item. We have reviewed both Sears.com’s response and Mr. [redacted] rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. It should be noted that Mr. [redacted] initial complaint was that he never received delivery of his order. After we confirmed that the packages were delivered to the front office of his apartment complex, he claimed that two pair of shorts were missing. However, Mr. [redacted] has not made a call to Sears Online to report the issue. To expect Sears to simply issue a refund without giving the company an opportunity to rectify the situation is unrealistic and inappropriate. It would be unjust for Sears to provide a refund to Mr. [redacted] while requiring others to follow the procedure set in place for this particular situation. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted] case we apologize if we failed his expectations, but we feel our offer to work toward a resolution once Mr. [redacted] has filed a claim is relative to the circumstances and our decision is final. 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
Complaint: [redacted]
I am rejecting this response because: They will not stand behind their product and NO refrigerator should break down within 3 months of purchase. I questioned this and pushed for a replacement back in 2015 and they assured me it was a fluke thing. This was not the case since it broke down again this year and as for no repair...I was told by the serviceman that it was the control board which costs over $350 and I would be better off just getting a new refrigerator. NO WONDER SEARS is going out of business!!
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Ephraim [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding the Sears Home Warranty and repairs to his home air-conditioning system....
Brian [redacted], Cross Country Home Services, Customer Advocate provided the following response: Our office has spoken with Mr. [redacted] and he has confirmed that the repairs to his system have been completed. While it is unfortunate there were service related issues, it is important to note that weather did hamper the repair process. Moving forward, if Mr. [redacted] has any additional questions or concerns, he can contact Cross Country Home Services, the administrator of the Sears Home Warranty by calling our office at [redacted]. At this time since we have confirmed the aforementioned repairs, 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] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Carry In Repair Services. [redacted] Sears Carry In Repair...
Technical Manager provided the following response: We are unable to resolve the phone issue and explained to Ms. [redacted] that the technicians make every effort to call the consumers when possible. The carry in repair technicians do leave a call back number when they have to call a consumer to discuss an issue when warranted. During the call with Ms. [redacted] we also explained that we have to charge for our repairs but we will be deducting $50.00 from her repair charge as a gesture of good faith. The technician went over the previous repairs and concerns with Ms. [redacted] and she was satisfied with all of issues. If I can be of any further assistance to Ms. [redacted] she can reach me directly at [redacted]. That said we ask that this complaint be 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
May 23, 2017
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding the repairs to her refrigerator.Upon receipt of...
Ms. B[redacted] complaint, we reached out to her local service unit so that they could expedite the service in question. The repair was completed May 19, 2017. While it was covered under Ms. B[redacted] Master Protection Agreement (MPA), it would have cost approximately $500.00 without this coverage. Additionally, we provided food loss reimbursement in the amount of $152.00. While Ms. [redacted] can certainly cancel the remainder of her coverage, we would recommend waiting to ensure that she no longer needs any further repairs since once she cancels she will no longer have any warranty to cover repairs and/or food loss. In the interim, since it is our understanding the refrigerator is now working, 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
August 3, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Anthony [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that on July 10, 2016, we issued a gift card refund of $473.19 to Mr. [redacted] and sent an email to inform him. Mr. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1[redacted] Ext. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
September 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]...
complaint regarding a recent purchase. As clarification, our records reflect that the recliner Ms. [redacted] was provided with was new. There may have been some shipping tag attached from our warehouse, but it was not previously used. When asked to produce the receipt that is claimed as proof of being previously sold, our request was declined. Additionally, our facility is regularly scheduled for inspections and pest control treatments if necessary. There have been no issues recorded. Finally, our return policy clearly notes: “Indoor upholstered furniture, including recliners and sofas, and delivered wood furniture must be returned within 7 days of the delivery date.” As such, we are unable to grant Ms. [redacted] request and 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, [redacted] Specialist, Regulatory Complaints [redacted]
[redacted]
February 1, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to our response regarding his allegation that the delivery team damaged his flooring during the delivery of the range and that he has not been contacted since he filed the damage claim.
We have Mr. [redacted] rebuttal and we reached out to the delivery carrier for an update on the damage claim. We received confirmation from the carrier that the property owner has been contacted in regards to the damage claim. We contacted Mr. [redacted] and he clarified that he is the tenant, not the property owner. Mr. [redacted] confirmed that he is no longer involved in the damage claim process and it will be handled by the property owner, Mr[redacted] With that being said, since we have addressed the issue brought forth in Mr. [redacted] rebuttal, we have closed 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
(94568159 - Sears.pdf)
March 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding a gift...
card. We first would like to apologize to Mr. [redacted] as it appears that there was a misunderstanding. It seems that the department that approves and issues the gift cards for this program was researching the eligibility based on a purchase date of December 1st, when the price would have gone up and not November 30th when he placed his order. We want to assure Mr. [redacted] that steps have been taken in order to ensure that such a mistake is not repeated. That said, a gift card for $166.09 was sent to Mr. [redacted] on March 10, 2017. Accordingly, we have granted Mr. [redacted] request; therefore, we have closed our file. Again, we apologize to Mr. [redacted] 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[redacted]
July 23, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. L[redacted] complaint regarding the delay he encountering in trying to...
get his refrigerator repaired.Upon receipt of Mr. L[redacted] complaint we reached out to his local service unit. They were able to expedite the repair and get a technician there on July 12, 2017. Oddly enough, once we got the technician there the refrigerator was found to be working fine. If that changes and Mr. L** encounters issues again, he is welcome to contact me via email or phone. In the interim, since the refrigerator is now working, we have closed our file.We apologize to Mr. L** and appreciate the opportunity to address this matter. Please f**l fr** to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
December 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience and her request...
for a refund of one cent plus all of the items selected to be shipped to her at no charge. It is unfortunate if Ms. [redacted] feels we failed her expectations and we can only apologize that she was not able to resolve her password issues online or with an online agent. In the future we recommend that Ms. [redacted] reset her password online and click on the link that is provided via email. If Ms. [redacted] should happen to find that the link provided does not work then we ask that she contact Sears Online directly at [redacted] for assistance. Finally, we would like to clarify the layaway program that she began online. Ms. [redacted] only gave $0.01 (one penny) deposit and made no payments. According to the agreement that Ms. [redacted] signed, the layaway is subject to a $15.00 cancellation fee and a charge of the non-refundable $5.00 initiation fee. As such, Ms. [redacted] is not entitled to a refund since no payments were ever made. If Ms. [redacted] cancels any layaway contract, she will receive a refund of her payments made to date minus the Service and Cancellation Fees. Additionally, Ms. [redacted] has a 14 day grace period after her payment due date before her contract is cancelled and items are returned to stock. Finally, layaway merchandise will be returned to stock 7 days after a missed payment. Unfortunately, we will not be able to honor her request to ship the merchandise she selected, free of charge. In the interim, since a refund is not due to Ms. [redacted], 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.
I really home Sears fix theses issues. They have the most rewarding program, but it is coming with such a huge issue when dealing with very simply things like exchanging the size of a shirt.
Sincerely,
[redacted]
January 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding...
her dryer repair. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dryer. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. 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 sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. Our records show that they were able to move Ms. [redacted] appointment to January 13, 2017. Furthermore, the technician was able to complete the repair to Ms. [redacted] dryer with the installation of a new timer and relay. While we empathize with Ms. [redacted], we are unable to refund her for her expired protection agreements. However, if Ms. [redacted] feels that we are unable to meet her service expectations, she can cancel her current agreements and receive pro-rated refunds. If Ms. [redacted] would like to explore this option, she can contact our Protection Agreement department at ([redacted] In the interim, since we have completed the repair to Ms. [redacted] dryer, 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
July 20, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. D[redacted] complaint regarding the installation of his...
water heater. It was our understanding that Kathy L[redacted] from our installation group has been trying to reach Mr. D[redacted]. If Mr. D[redacted] will respond to Kathy’s call at the number she left, the matter can be discussed and most likely, an amicable resolution may be reached, We apologize to Mr. D[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order...
experience and his request for a refund of the restocking fee. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we show that Sears Online advised him to return to the store with his receipt to receive the refund. However, he was out of town at the time. Therefore, we have issued a refund of $63.60 back to his [redacted] account ending in [redacted] For Mr. [redacted] records the return sales receipt number is [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example 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. #[redacted] Chicago, IL 60611 Re: Grant [redacted] # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint Sears Home Services and repairs to his refrigerator. It is unfortunate that we...
failed Mr. [redacted] expectations when he called Sears for service on his refrigerator. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that the concerns noted in his complaint were forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the repair process took longer than we would have liked. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. We have completed repairs to the refrigerator on August 23, 2016, when a computer board, air duct assembly and gasket were installed. Additionally, as a gesture of good customer service we have provided Mr. [redacted] with a one year Master Protection Agreement (MPA) and we have processed a $300.00 food loss reimbursement check, which should be received within the next 7-10 business days. Mr. [redacted] has my email address and office phone number and can reach out to me if he has any other concerns. That said, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com