December 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Christina L. C[redacted] - [redacted] Dear Ms. V[redacted] We have completed our investigation of Ms. C[redacted] complaint regarding the charge...
for a recent dishwasher service call. It is regrettable that we failed Ms. C[redacted] expectations when she recently contacted Sears Home Services to repair her dishwasher. We value Ms. C[redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. C[redacted] for any inconvenience we may have caused. Upon researching Ms. C[redacted] complaint, we determined that the technician could have charged her only for a diagnosis. Therefore, we processed a refund for $96.00; Ms. C[redacted] should receive a check within the next two weeks. Additionally, after the aforementioned check was processed, we found that our customer service group, Customer Solutions, also processed a partial refund for $65.00 under sales check [redacted] which will generate a check that should be received in the next two weeks as well. While Ms. C[redacted] has been refunded more than we intended, we will not be voiding either refund. With that said, since Ms. C[redacted] is being provided with the aforementioned refunds, we have closed our file. Again, we apologize to Ms. C[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
January 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
SYWR account. We have spoken with Ms. [redacted] and we found that her account had been properly credited points according to her purchases. It seems there was some confusion as to exactly what qualified to earn points. As a customer courtesy, we offered to provide Ms. [redacted] with $65.00 worth of points and she accepted. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Final Consumer Response /* (2000, 5, 2015/10/09) */
Hi
Follow-up to my complaint filed the issue has been resolved between the parties today 10/09/15 thank you for your prompt assisatnce much appreciated
Regards
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11969265, and find that this resolution is satisfactory to me.
Sincerely,
Julie [redacted]
February 18, 2016Nita [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – Sabrina [redacted]Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with boots ordered from sears.com and...
her subsequent request for reimbursement of the cost of return shipping. It is unfortunate that we failed Mrs. [redacted]’s expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. We have confirmed that Mrs. [redacted] received a refund of $76.99 on January 29, 2016, and a refund of $76.99 on February 8, 2016, for each pair of boots she returned. Additionally, as a one-time courtesy to Mrs. [redacted], we have agreed to honor her request to be reimbursed her return shipping expense of $20.00. As such, we issued a bank check in the amount of $20.00 to her on February 18, 2016. Mrs. [redacted]’s check is expected to arrive at the address she submitted with her order within fifteen business days. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 Mrs. [redacted]’s 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 Goldberg Regulatory Complaint Specialist[redacted] Ext. [redacted]
Complaint: [redacted]
I am rejecting this response because:The issue was never the chairs, it was the poor customer servive. Sears has never responded to my complaint. I do not trust a gift card that could have restrictions and limitations. Have the manufacture send me the money instead of sending it to sears, it should not matter to them. Let me know where to send the sales receipt
Sincerely,
[redacted]
March 7, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the delivery issues he...
encountered when he ordered a new microwave and the delay in receiving the refund for the cancelled order.
It is unfortunate that we failed Mr. [redacted] expectations when he recently ordered a new microwave. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
According to our records, on February 4, 2017 Mr. [redacted] paid $129.93 for the microwave and $129.99 for installation. On February 20, 2017 an order for an even exchange on the microwave was processed and we refunded the installation fee of $129.99 to his credit card ending in [redacted]. The following day, on February 21, 2017 the microwave order was cancelled and we issued the remaining credit of $129.93 to Mr. [redacted] credit card ending in [redacted] As clarification, once we release the transaction to a consumer’s financial institute, it can take 3 – 5 business days for the credit to post to their account. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Katrina B[redacted] Dear [redacted] We have completed our investigation of Ms. B[redacted] complaint regarding service. Our records show that Ms. B[redacted] was assisted...
by our Strategic Management Support team and her case manager is Shania F[redacted] It is our understanding that Ms. B[redacted]’s warranty was cancelled and her refrigerator was repaired. If Ms. B[redacted] is still in need of assistance she can contact her case manager directly at [redacted]. Since we have addressed Ms. B[redacted]’s complaint we have closed this case. We apologize to Ms. B[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 7, 2015/07/14) */
July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #XXXXXXXX - [redacted] M. [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]' complaint...
regarding her dissatisfaction with our customer service and failure to complete a repair for her dishwasher.
It is unfortunate that we failed Ms. [redacted]' expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we have revealed that Ms. [redacted] spoke with our Repair Product Services department on the on the same date that she filed her complaint and was advised that a replacement dishwasher would be issued. Our records show that her new dishwasher was delivered and installed on July 1, 2015. Therefore, at this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us an opportunity to provide her with a more satisfying 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 Ms. [redacted]' comments and an equitable 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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 9, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 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 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, the Technical Manager authorized a replacement under Ms. [redacted] Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current refrigerator, it was determined that $2,400.00 would provide her with a comparable replacement under her MPA. Ms. [redacted] was contacted by the service unit and apprised of the authorization. She 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 and run concurrently with the manufacturer’s warranty. While the MPA expires on July 12, 2017, the manufacturer’s warranty will run a full 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 3, 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 Mr. [redacted] rebuttal regarding his dissatisfaction with the response we provided regarding his refrigerator repair request. We have reviewed both Sears’ response and Mr. [redacted] rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. Our previous response confirmed the same service date mentioned in his rebuttal, and noted that parts were being researched. It may also be important to explain that the time-frame in which we are allowed to provide a written response for an initial complaint is much greater than the time we are given to reply to rebuttals or additional information submitted by the complainant. Regardless, our Service Unit Representative remained in contact with Mr. [redacted] even after our responses were submitted to the Revdex.com. With that having been said, we understand that Mr. [redacted] is dissatisfied with the service he received; however, we are unable to proceed with repair and have informed his warranty provider that one of the parts needed to restore his refrigerator is no longer available. It is now up to them to provide Mr. [redacted] with a resolution appropriate to the terms of their warranty. We do apologize that we failed his expectations, and can assure him that his complaint has been fully documented for management to review in considerations of any future changes that may be made to improve our services. We respectfully ask to have this matter closed, since we have completed Mr. [redacted] service order. 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]
February 16, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Neyda L[redacted] Dear Ms[redacted] We have completed the investigation of Ms. L[redacted] complaint regarding her service experience with the...
refrigerator and her request for a replacement. After reviewing the complaint filed, we found that Ms. L[redacted] had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint department. EMS assisted with scheduling repair and providing the requirements needed for a replacement as requested. During the last service request, the Service Contracts department authorized a replacement on December 18, 2017. Ms. L[redacted] reselected a new unit which was delivered in February 2018. Should Ms. L[redacted] have any further questions or concerns, she may contact Support Specialist Shania F[redacted] directly at [redacted] or via email at Shania.F[redacted]. In the interim, since a replacement has been received, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 20, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re** [redacted] [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted] complaint regarding his dissatisfaction with the problems he...
encountered with the return of the range he ordered online from our Sears Outlet Store.
We apologize for the delay in responding to this complaint. We contacted Mr. [redacted] and he confirmed that the range had failed again after the repair was completed and he was offered to return the range for a refund. Regrettably, the outlet store that sold the range to Mr. [redacted] was located in Virginia and recently closed; therefore, the outlet store was unable to accept the range return. According to the notes, we attempted to locate a nearby outlet store in California that could arrange the return, but were unsuccessful. Arrangements were made with [redacted] Logistics to pick up the range and return it to our local warehouse. Mr. [redacted] confirmed that [redacted] Logistics picked-up the range last week. Mr. [redacted] requested assistance with expediting his refund for the return. We forwarded this matter to the District Manager to research and are currently awaiting his response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to complete the research. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted]
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: # [redacted] - Joseph W [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the informaitn he received at the time of service as well as...
when he enrolled in the Sears Appliance warranty. We value Mr. [redacted]’s patronage, but 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, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the Sears Appliance warranty and his repair caused him any inconvenience. We have canceled the Sears Appliance Warranty and refunded him in full. We respectfully ask that this matter be closed, since we have refunded Mr. [redacted] and noted his candid feedback. 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: As per instructions and the return label received, I have already returned the damaged product today. Sears can follow it by tracking their own supplied label with tracking number [redacted]I find it unacceptable that Sears is holding the refund. Refund in the amount of $42.79 should be issued right away as I ahve returned the product.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding rebuttal regarding the problems he has incurred when purchasing a door bin for his Kenmore refrigerator. Sears Home Services is scheduled to send a technician to [redacted] home on May 27, 2016, to decipher which part is needed for the refrigerator. We will provide an update once the part has been identified and ordered. 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. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Derrik [redacted] #94568784
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding an oven rack he is waiting for from Sears.
Jerry [redacted], Store Manager from the Sears Outlet in Chesapeake provided the following response:
An additional oven rack has been ordered for Mr. [redacted] and it is scheduled to arrive at his home on September 16, 2015. If Mr. [redacted] has any additional concerns, he can contact me directly at 757-494-7748. Since we have ordered the additional oven rack for Mr. [redacted], 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
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,
Bernice [redacted]
December 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Christina L. C[redacted] - [redacted] Dear Ms. V[redacted] We have completed our investigation of Ms. C[redacted] complaint regarding the charge...
for a recent dishwasher service call. It is regrettable that we failed Ms. C[redacted] expectations when she recently contacted Sears Home Services to repair her dishwasher. We value Ms. C[redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. C[redacted] for any inconvenience we may have caused. Upon researching Ms. C[redacted] complaint, we determined that the technician could have charged her only for a diagnosis. Therefore, we processed a refund for $96.00; Ms. C[redacted] should receive a check within the next two weeks. Additionally, after the aforementioned check was processed, we found that our customer service group, Customer Solutions, also processed a partial refund for $65.00 under sales check [redacted] which will generate a check that should be received in the next two weeks as well. While Ms. C[redacted] has been refunded more than we intended, we will not be voiding either refund. With that said, since Ms. C[redacted] is being provided with the aforementioned refunds, we have closed our file. Again, we apologize to Ms. C[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
January 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
SYWR account. We have spoken with Ms. [redacted] and we found that her account had been properly credited points according to her purchases. It seems there was some confusion as to exactly what qualified to earn points. As a customer courtesy, we offered to provide Ms. [redacted] with $65.00 worth of points and she accepted. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Final Consumer Response /* (2000, 5, 2015/10/09) */
Hi
Follow-up to my complaint filed the issue has been resolved between the parties today 10/09/15 thank you for your prompt assisatnce much appreciated
Regards
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
My air conditioner was replaced. Thank you for your quick response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11969265, and find that this resolution is satisfactory to me.
Sincerely,
Julie [redacted]
February 18, 2016Nita [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – Sabrina [redacted]Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with boots ordered from sears.com and...
her subsequent request for reimbursement of the cost of return shipping. It is unfortunate that we failed Mrs. [redacted]’s expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. We have confirmed that Mrs. [redacted] received a refund of $76.99 on January 29, 2016, and a refund of $76.99 on February 8, 2016, for each pair of boots she returned. Additionally, as a one-time courtesy to Mrs. [redacted], we have agreed to honor her request to be reimbursed her return shipping expense of $20.00. As such, we issued a bank check in the amount of $20.00 to her on February 18, 2016. Mrs. [redacted]’s check is expected to arrive at the address she submitted with her order within fifteen business days. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 Mrs. [redacted]’s 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 Goldberg Regulatory Complaint Specialist[redacted] Ext. [redacted]
Complaint: [redacted]
I am rejecting this response because:The issue was never the chairs, it was the poor customer servive. Sears has never responded to my complaint. I do not trust a gift card that could have restrictions and limitations. Have the manufacture send me the money instead of sending it to sears, it should not matter to them. Let me know where to send the sales receipt
Sincerely,
[redacted]
March 7, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the delivery issues he...
encountered when he ordered a new microwave and the delay in receiving the refund for the cancelled order.
It is unfortunate that we failed Mr. [redacted] expectations when he recently ordered a new microwave. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
According to our records, on February 4, 2017 Mr. [redacted] paid $129.93 for the microwave and $129.99 for installation. On February 20, 2017 an order for an even exchange on the microwave was processed and we refunded the installation fee of $129.99 to his credit card ending in [redacted]. The following day, on February 21, 2017 the microwave order was cancelled and we issued the remaining credit of $129.93 to Mr. [redacted] credit card ending in [redacted] As clarification, once we release the transaction to a consumer’s financial institute, it can take 3 – 5 business days for the credit to post to their account. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Katrina B[redacted] Dear [redacted] We have completed our investigation of Ms. B[redacted] complaint regarding service. Our records show that Ms. B[redacted] was assisted...
by our Strategic Management Support team and her case manager is Shania F[redacted] It is our understanding that Ms. B[redacted]’s warranty was cancelled and her refrigerator was repaired. If Ms. B[redacted] is still in need of assistance she can contact her case manager directly at [redacted]. Since we have addressed Ms. B[redacted]’s complaint we have closed this case. We apologize to Ms. B[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 7, 2015/07/14) */
July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #XXXXXXXX - [redacted] M. [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]' complaint...
regarding her dissatisfaction with our customer service and failure to complete a repair for her dishwasher.
It is unfortunate that we failed Ms. [redacted]' expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we have revealed that Ms. [redacted] spoke with our Repair Product Services department on the on the same date that she filed her complaint and was advised that a replacement dishwasher would be issued. Our records show that her new dishwasher was delivered and installed on July 1, 2015. Therefore, at this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us an opportunity to provide her with a more satisfying 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 Ms. [redacted]' comments and an equitable 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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 9, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 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 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, the Technical Manager authorized a replacement under Ms. [redacted] Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current refrigerator, it was determined that $2,400.00 would provide her with a comparable replacement under her MPA. Ms. [redacted] was contacted by the service unit and apprised of the authorization. She 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 and run concurrently with the manufacturer’s warranty. While the MPA expires on July 12, 2017, the manufacturer’s warranty will run a full 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 3, 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 Mr. [redacted] rebuttal regarding his dissatisfaction with the response we provided regarding his refrigerator repair request. We have reviewed both Sears’ response and Mr. [redacted] rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. Our previous response confirmed the same service date mentioned in his rebuttal, and noted that parts were being researched. It may also be important to explain that the time-frame in which we are allowed to provide a written response for an initial complaint is much greater than the time we are given to reply to rebuttals or additional information submitted by the complainant. Regardless, our Service Unit Representative remained in contact with Mr. [redacted] even after our responses were submitted to the Revdex.com. With that having been said, we understand that Mr. [redacted] is dissatisfied with the service he received; however, we are unable to proceed with repair and have informed his warranty provider that one of the parts needed to restore his refrigerator is no longer available. It is now up to them to provide Mr. [redacted] with a resolution appropriate to the terms of their warranty. We do apologize that we failed his expectations, and can assure him that his complaint has been fully documented for management to review in considerations of any future changes that may be made to improve our services. We respectfully ask to have this matter closed, since we have completed Mr. [redacted] service order. 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]
February 16, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Neyda L[redacted] Dear Ms[redacted] We have completed the investigation of Ms. L[redacted] complaint regarding her service experience with the...
refrigerator and her request for a replacement. After reviewing the complaint filed, we found that Ms. L[redacted] had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint department. EMS assisted with scheduling repair and providing the requirements needed for a replacement as requested. During the last service request, the Service Contracts department authorized a replacement on December 18, 2017. Ms. L[redacted] reselected a new unit which was delivered in February 2018. Should Ms. L[redacted] have any further questions or concerns, she may contact Support Specialist Shania F[redacted] directly at [redacted] or via email at Shania.F[redacted]. In the interim, since a replacement has been received, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 20, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re** [redacted] [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted] complaint regarding his dissatisfaction with the problems he...
encountered with the return of the range he ordered online from our Sears Outlet Store.
We apologize for the delay in responding to this complaint. We contacted Mr. [redacted] and he confirmed that the range had failed again after the repair was completed and he was offered to return the range for a refund. Regrettably, the outlet store that sold the range to Mr. [redacted] was located in Virginia and recently closed; therefore, the outlet store was unable to accept the range return. According to the notes, we attempted to locate a nearby outlet store in California that could arrange the return, but were unsuccessful. Arrangements were made with [redacted] Logistics to pick up the range and return it to our local warehouse. Mr. [redacted] confirmed that [redacted] Logistics picked-up the range last week. Mr. [redacted] requested assistance with expediting his refund for the return. We forwarded this matter to the District Manager to research and are currently awaiting his response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to complete the research. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted]
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: # [redacted] - Joseph W [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the informaitn he received at the time of service as well as...
when he enrolled in the Sears Appliance warranty. We value Mr. [redacted]’s patronage, but 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, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the Sears Appliance warranty and his repair caused him any inconvenience. We have canceled the Sears Appliance Warranty and refunded him in full. We respectfully ask that this matter be closed, since we have refunded Mr. [redacted] and noted his candid feedback. 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: As per instructions and the return label received, I have already returned the damaged product today. Sears can follow it by tracking their own supplied label with tracking number [redacted]I find it unacceptable that Sears is holding the refund. Refund in the amount of $42.79 should be issued right away as I ahve returned the product.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding rebuttal regarding the problems he has incurred when purchasing a door bin for his Kenmore refrigerator. Sears Home Services is scheduled to send a technician to [redacted] home on May 27, 2016, to decipher which part is needed for the refrigerator. We will provide an update once the part has been identified and ordered. 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. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted]
Revdex.com
330 North...
Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Derrik [redacted] #94568784
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding an oven rack he is waiting for from Sears.
Jerry [redacted], Store Manager from the Sears Outlet in Chesapeake provided the following response:
An additional oven rack has been ordered for Mr. [redacted] and it is scheduled to arrive at his home on September 16, 2015. If Mr. [redacted] has any additional concerns, he can contact me directly at 757-494-7748. Since we have ordered the additional oven rack for Mr. [redacted], 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
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,
Bernice [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the credit of $150.00. Thanks.