September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] Dear Ms. [redacted], We have completed our review of Mr. [redacted]’s rebuttal complaint regarding his request to receive a refund of the gift cards he purchased from Chili’s on Gunburrel Rd. in Chattanooga TN. We can only apologize for any inconvenience Mr. [redacted] may have experienced with this matter. After sending an email correspondence to Mr. [redacted], he confirmed that he purchased the gift cards from a Chili’s store in Tennessee, not Sears. Unfortunately, we are unable to assist with a refund of the gift cards. We advised that he would need to return the gift cards to the store he purchased from Chili’s will be able to let him know if they are able to issue a refund without a receipt or if they are capable of looking up his purchase in their system. We respectfully ask to have this matter closed since we have noted Mr. [redacted]’s comments and no further resolution was requested. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Michelle [redacted] #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding a purchase made at the Sears.
After receiving Ms. [redacted]'s complaint I contacted her to discuss her concerns and she informed me that her issue has been resolved. Since Ms. [redacted]'s complaint has been resolved to her satisfaction, 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
April 5, 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 recent online order...
experience and request for a full refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. We value Ms. [redacted] patronage and can assure that her concerns have been forwarded to management for review. After researching this matter, we were able to confirm that a full refund of $776.61 was credited back to her Sears Plus account on March 30, 2017. For Ms. [redacted] records the refund receipt numbers are: [redacted] for $26.61, [redacted] $250.00, [redacted] $250.00 and [redacted] for $250.00. The credit normally posts to the account within 3 to 5 business days from the date that it was processed or dependent upon each financial institution. If Ms. [redacted] has a zero balance on her account then a check can be requested. Ms. [redacted] may contact the number listed on the back of her card for assistance with her account. We hope that in the future Ms. [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. [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
[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 the installation of a cooktop purchased at Sears. [redacted] Sears...
Installation Solutions Support Specialist provided the following response: It is unfortunate that we failed Ms. [redacted] expectations when issues arose with the installation of her cooktop. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her 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 she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide his with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the cooktop was installed on January 18, 2017. Since we have installed the cooktop, 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]
October 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11746947 – Tracy [redacted] Dear Ms. [redacted]: We have completed our review of Ms. [redacted]’s rebuttal complaint to the previous response provided regarding her refund. We have reviewed both Sears.com’s response and Ms. [redacted]’s rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she remains dissatisfied with the form of refund she received, we are unable to grant her request. 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 Ms. [redacted]’s case we do apologize if she feels we failed her expectations, but we feel that the full refund that was provided to her 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted] did reach out to me, but I plan on going by there to address the matter in person with him since i'm not a big phone person. I kept the voicemail and all emails with mrs. [redacted], so should I have any problems with tires , lugs, anything. I expect it to be handled post hast with no hassles or we will be right back at this point again. i'm not hard to please or get along with, but I expect good business to be done especially when i've spent hard earned money there. so all I can say for now is we'll see how it goes.
[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 Home Services and repairs to her refrigerator. Maria [redacted] Sears...
Home Services Customer Advocate provided the following response:On January 18, 2017, I contacted Ms. [redacted] to check on the refrigerator that we repaired on Tuesday the 17th. Ms. [redacted] informed me that the refrigerator was working well and that she was waiting for the unit to reach the proper temperature so she can load it. If Ms. [redacted] has any questions, I invite her contact me at 407-677-3737. Since we have noted our response to Ms. [redacted]’s complaint, 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]
Complaint: [redacted]
I am rejecting this response because no complaint was ever made because the service technician that installed the dryer said it the noise was due to my floor not being being even. Your technician should have known the dryer was not suppose to sound like that, after all, you are the experts. If you don't want to at least work with me on the repair bill that is obviously your choice. In the future I'll shop at a different store and make sure that everybody knows what you should expect when you shop at Sears. I understand that sometimes people abuse the system, however I assure you that I am not that consumer, and to even suggest that is way over the line. While I appreciate your quick response, I would like to escalate this to your supervisor. Thank you.
Sincerely,
[redacted]
July 21, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]
Via[redacted]
Dear Ms. [redacted]
This letter serves to provide you a response to Mr. [redacted] concerns regarding Sales practices. We are grateful that Mr. [redacted] brought this matter to our attention. I have forwarded his concerns to the appropriate level of management to address immediately.
If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Thank you,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] La'blondi C[redacted] Dear [redacted] We have completed our investigation of Ms. C[redacted] complaint regarding her dishwasher. We would first like to point out...
that [redacted] Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. C[redacted] contract. CCHS informed us that when Ms. C[redacted] dishwasher was still under review with the research team to compare cost of repair versus replacement she had been erroneously informed by an agent that the dishwasher would be replaced. Once the research team completed the review the claim was approved for repair. Due to the circumstances CCHS is honoring the replacement that Ms. C[redacted] was originally offered. Ms. Tiffany Foster is Ms. C[redacted]’s case manager with CCHS and can be reached direct at [redacted] Since it is our understanding that the dishwasher is being replaced and CCHS is waiting Ms. C[redacted]’s reply we have closed our case. We apologize to Ms. C[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]@searshc.com
January 31, 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 recent online order...
experience and request for a return and refund. It is unfortunate that we failed Ms. [redacted] expectations and 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. After reviewing the notes in the order, we found that Sears Online is showing a large amount of orders due to the season and the product this particular vendor sells which is why there has been a delay in arranging a pickup. Sears Online has received the request to pick up and return the product but ask to allow time for the vendor to make the arrangements. Ms. [redacted] will hear from the return shipper shortly. Additionally, we hope that in the future Ms. [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, since Sears has made a commitment to return the merchandise and issue a full refund, we respectfully ask to have this matter closed, pending the pickup date. 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: Dedra M [redacted] #9[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Garage Solutions.
Josie [redacted] Sears Garage Solutions, Support...
Specialist provided the following response:
The local office has processed a refund in the amount of $129.00. Typically a consumer can expect to receive a check within 10-14 days of processing. Since Sears did not install the garage door opener, we are not responsible for replacing any damaged panels. Since we have processed the aforementioned refund, we ask that this complaint be closed as no further concessions are warranted or forth coming.
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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
September 27, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com File No: [redacted] – Virginia [redacted]
Via: 1st Class US Postage
Via email: n[redacted]@chicago.Revdex.com.org
Dear Ms. [redacted],
This letter serves to...
confirm that Sears Home Improvement Products, Inc. (SHIP) has been in contact with Mrs. [redacted]. Mrs. [redacted]’s repair was completed on September 21st, 2016. The installers replaced the compressor, capacitor, and installed a new filter drier in the unit. The installers also extensively tested the unit to ensure that it is working properly. The final inspection has passed. As we have completed the repair per her original complaint, and have not heard otherwise from Mrs. [redacted], we are respectfully requesting for you to close your file.
Thank you for your time, effort, and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at amanda.[redacted]@searshomepro.com.
Sincerely,
Amanda [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Virginia [redacted]
Complaint: [redacted]
I am rejecting this response because: I will be looking into other options. Sears answer is can and what I would expect from Sears. Perhaps if they were more responsible the past several years, they would have be more successful.10% hardly takes any responsibility. I will buy a brand that will back their product.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I do not feel that a 20% offer justify the cost of the mower. I do not wish to purchase another mower from Sears. I now have a mower that does not work,There is nothing else to do. I will 'never' recommend this product ([redacted] riding mower) for purchase from Sears!!!!
Sincerely,
Josie J[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 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Margaret J. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms....
[redacted] complaint regarding the description of an item she wished to purchase. We would first like to note that we received this same complaint from the Department of Justice and this response has been forwarded to them as well. As clarification, the description for the item in question on our site, model 95-247/24, states: “24k yellow finish” and then in the specifications, it says “gold plated.” We feel this clearly indicates that it is not solid gold. As such, we will not be able to grant Ms. [redacted] request and 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
May 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for tires purchased from sears.com. It is unfortunate that we failed [redacted] 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. Additionally, we sent an email directly to [redacted] to inform her that we issued a refund by check on May 17, 2016, but placed a stop payment on the check and re-issued the refund of $197.67 to her [redacted] account on May 18, 2016, instead. [redacted] may reply to our email if she has any further questions about this issue or her refund. 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 [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
January 5, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Maureen F[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. F[redacted] complaint regarding her recent online order...
experience and her request for a full refund. It is unfortunate that we failed Ms. F[redacted] expectations as we value her patronage. 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. After reviewing the notes in the order, we confirmed that a full refund was issued on December 5, 2017. For Ms. F[redacted] records the return receipt numbers are [redacted] for $246.66, [redacted] for $149.99, [redacted] for $26.81, and [redacted] for $21.45). Additionally, we hope that in the future Ms. F[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, since a full refund has been provided, 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
December 17, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] [redacted]
[redacted]We have completed the investigation of [redacted]
complaint regarding the service call he scheduled on his washer.After...
reviewing the service documents and alerts we have
for [redacted] model washer, we have found that he was mistakenly led to
believe that a repair to the impeller would correct the bouncing and shaking of
his washer. Furthermore, he was told the repair would be covered by the
manufacturer even though the full warranty on the washer had long since
expired, and the only exceptional parts warranties are on the basket and drum.
In actuality, the repair referenced by the call taker was for models that were
manufactured later than [redacted] and where the consumer was having issues
with the impeller bunching up clothes; it had nothing to do with bouncing and
shaking. Additionally, the repair was just a suggestion by the manufacturer and
was not something they were covering once the warranty had expired. Once our
technician arrived, it sounds like he diagnosed that the issue was with the
suspension rods and the manufacturer recommends replacing all 4; none of which
are covered under any exceptional parts warranty. With that said, since [redacted] was given a different
expectation when he scheduled the call, our executive customer support team
authorized to have the billing stopped and his account zeroed out. This was
effective November 16, 2016, and if he receives any further correspondence
regarding this debt dated after that, then he is welcome to contact me via
email or phone so that I can provide further assistance. In the interim, since
it was our understanding that this resolution met with [redacted] approval,
we have closed our file.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]Team Manager, Regulatory Complaints[redacted]
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] Dear Ms. [redacted], We have completed our review of Mr. [redacted]’s rebuttal complaint regarding his request to receive a refund of the gift cards he purchased from Chili’s on Gunburrel Rd. in Chattanooga TN. We can only apologize for any inconvenience Mr. [redacted] may have experienced with this matter. After sending an email correspondence to Mr. [redacted], he confirmed that he purchased the gift cards from a Chili’s store in Tennessee, not Sears. Unfortunately, we are unable to assist with a refund of the gift cards. We advised that he would need to return the gift cards to the store he purchased from Chili’s will be able to let him know if they are able to issue a refund without a receipt or if they are capable of looking up his purchase in their system. We respectfully ask to have this matter closed since we have noted Mr. [redacted]’s comments and no further resolution was requested. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Michelle [redacted] #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding a purchase made at the Sears.
After receiving Ms. [redacted]'s complaint I contacted her to discuss her concerns and she informed me that her issue has been resolved. Since Ms. [redacted]'s complaint has been resolved to her satisfaction, 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
April 5, 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 recent online order...
experience and request for a full refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. We value Ms. [redacted] patronage and can assure that her concerns have been forwarded to management for review. After researching this matter, we were able to confirm that a full refund of $776.61 was credited back to her Sears Plus account on March 30, 2017. For Ms. [redacted] records the refund receipt numbers are: [redacted] for $26.61, [redacted] $250.00, [redacted] $250.00 and [redacted] for $250.00. The credit normally posts to the account within 3 to 5 business days from the date that it was processed or dependent upon each financial institution. If Ms. [redacted] has a zero balance on her account then a check can be requested. Ms. [redacted] may contact the number listed on the back of her card for assistance with her account. We hope that in the future Ms. [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. [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
[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 the installation of a cooktop purchased at Sears. [redacted] Sears...
Installation Solutions Support Specialist provided the following response: It is unfortunate that we failed Ms. [redacted] expectations when issues arose with the installation of her cooktop. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her 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 she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide his with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the cooktop was installed on January 18, 2017. Since we have installed the cooktop, 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]
October 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11746947 – Tracy [redacted] Dear Ms. [redacted]: We have completed our review of Ms. [redacted]’s rebuttal complaint to the previous response provided regarding her refund. We have reviewed both Sears.com’s response and Ms. [redacted]’s rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she remains dissatisfied with the form of refund she received, we are unable to grant her request. 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 Ms. [redacted]’s case we do apologize if she feels we failed her expectations, but we feel that the full refund that was provided to her 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted] did reach out to me, but I plan on going by there to address the matter in person with him since i'm not a big phone person. I kept the voicemail and all emails with mrs. [redacted], so should I have any problems with tires , lugs, anything. I expect it to be handled post hast with no hassles or we will be right back at this point again. i'm not hard to please or get along with, but I expect good business to be done especially when i've spent hard earned money there. so all I can say for now is we'll see how it goes.
[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 Home Services and repairs to her refrigerator. Maria [redacted] Sears...
Home Services Customer Advocate provided the following response:On January 18, 2017, I contacted Ms. [redacted] to check on the refrigerator that we repaired on Tuesday the 17th. Ms. [redacted] informed me that the refrigerator was working well and that she was waiting for the unit to reach the proper temperature so she can load it. If Ms. [redacted] has any questions, I invite her contact me at 407-677-3737. Since we have noted our response to Ms. [redacted]’s complaint, 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]
Complaint: [redacted]
I am rejecting this response because no complaint was ever made because the service technician that installed the dryer said it the noise was due to my floor not being being even. Your technician should have known the dryer was not suppose to sound like that, after all, you are the experts. If you don't want to at least work with me on the repair bill that is obviously your choice. In the future I'll shop at a different store and make sure that everybody knows what you should expect when you shop at Sears. I understand that sometimes people abuse the system, however I assure you that I am not that consumer, and to even suggest that is way over the line. While I appreciate your quick response, I would like to escalate this to your supervisor. Thank you.
Sincerely,
[redacted]
July 21, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]
Via[redacted]
Dear Ms. [redacted]
This letter serves to provide you a response to Mr. [redacted] concerns regarding Sales practices. We are grateful that Mr. [redacted] brought this matter to our attention. I have forwarded his concerns to the appropriate level of management to address immediately.
If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Thank you,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] La'blondi C[redacted] Dear [redacted] We have completed our investigation of Ms. C[redacted] complaint regarding her dishwasher. We would first like to point out...
that [redacted] Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. C[redacted] contract. CCHS informed us that when Ms. C[redacted] dishwasher was still under review with the research team to compare cost of repair versus replacement she had been erroneously informed by an agent that the dishwasher would be replaced. Once the research team completed the review the claim was approved for repair. Due to the circumstances CCHS is honoring the replacement that Ms. C[redacted] was originally offered. Ms. Tiffany Foster is Ms. C[redacted]’s case manager with CCHS and can be reached direct at [redacted] Since it is our understanding that the dishwasher is being replaced and CCHS is waiting Ms. C[redacted]’s reply we have closed our case. We apologize to Ms. C[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]@searshc.com
January 31, 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 recent online order...
experience and request for a return and refund. It is unfortunate that we failed Ms. [redacted] expectations and 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. After reviewing the notes in the order, we found that Sears Online is showing a large amount of orders due to the season and the product this particular vendor sells which is why there has been a delay in arranging a pickup. Sears Online has received the request to pick up and return the product but ask to allow time for the vendor to make the arrangements. Ms. [redacted] will hear from the return shipper shortly. Additionally, we hope that in the future Ms. [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, since Sears has made a commitment to return the merchandise and issue a full refund, we respectfully ask to have this matter closed, pending the pickup date. 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: Dedra M [redacted] #9[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Garage Solutions.
Josie [redacted] Sears Garage Solutions, Support...
Specialist provided the following response:
The local office has processed a refund in the amount of $129.00. Typically a consumer can expect to receive a check within 10-14 days of processing. Since Sears did not install the garage door opener, we are not responsible for replacing any damaged panels. Since we have processed the aforementioned refund, we ask that this complaint be closed as no further concessions are warranted or forth coming.
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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
September 27, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com File No: [redacted] – Virginia [redacted]
Via: 1st Class US Postage
Via email: n[redacted]@chicago.Revdex.com.org
Dear Ms. [redacted],
This letter serves to...
confirm that Sears Home Improvement Products, Inc. (SHIP) has been in contact with Mrs. [redacted]. Mrs. [redacted]’s repair was completed on September 21st, 2016. The installers replaced the compressor, capacitor, and installed a new filter drier in the unit. The installers also extensively tested the unit to ensure that it is working properly. The final inspection has passed. As we have completed the repair per her original complaint, and have not heard otherwise from Mrs. [redacted], we are respectfully requesting for you to close your file.
Thank you for your time, effort, and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at amanda.[redacted]@searshomepro.com.
Sincerely,
Amanda [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Virginia [redacted]
Complaint: [redacted]
I am rejecting this response because: I will be looking into other options. Sears answer is can and what I would expect from Sears. Perhaps if they were more responsible the past several years, they would have be more successful.10% hardly takes any responsibility. I will buy a brand that will back their product.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I do not feel that a 20% offer justify the cost of the mower. I do not wish to purchase another mower from Sears. I now have a mower that does not work,There is nothing else to do. I will 'never' recommend this product ([redacted] riding mower) for purchase from Sears!!!!
Sincerely,
Josie J[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 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Margaret J. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms....
[redacted] complaint regarding the description of an item she wished to purchase. We would first like to note that we received this same complaint from the Department of Justice and this response has been forwarded to them as well. As clarification, the description for the item in question on our site, model 95-247/24, states: “24k yellow finish” and then in the specifications, it says “gold plated.” We feel this clearly indicates that it is not solid gold. As such, we will not be able to grant Ms. [redacted] request and 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
May 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for tires purchased from sears.com. It is unfortunate that we failed [redacted] 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. Additionally, we sent an email directly to [redacted] to inform her that we issued a refund by check on May 17, 2016, but placed a stop payment on the check and re-issued the refund of $197.67 to her [redacted] account on May 18, 2016, instead. [redacted] may reply to our email if she has any further questions about this issue or her refund. 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 [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
January 5, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Maureen F[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. F[redacted] complaint regarding her recent online order...
experience and her request for a full refund. It is unfortunate that we failed Ms. F[redacted] expectations as we value her patronage. 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. After reviewing the notes in the order, we confirmed that a full refund was issued on December 5, 2017. For Ms. F[redacted] records the return receipt numbers are [redacted] for $246.66, [redacted] for $149.99, [redacted] for $26.81, and [redacted] for $21.45). Additionally, we hope that in the future Ms. F[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, since a full refund has been provided, 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
December 17, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] [redacted]
[redacted]We have completed the investigation of [redacted]
complaint regarding the service call he scheduled on his washer.After...
reviewing the service documents and alerts we have
for [redacted] model washer, we have found that he was mistakenly led to
believe that a repair to the impeller would correct the bouncing and shaking of
his washer. Furthermore, he was told the repair would be covered by the
manufacturer even though the full warranty on the washer had long since
expired, and the only exceptional parts warranties are on the basket and drum.
In actuality, the repair referenced by the call taker was for models that were
manufactured later than [redacted] and where the consumer was having issues
with the impeller bunching up clothes; it had nothing to do with bouncing and
shaking. Additionally, the repair was just a suggestion by the manufacturer and
was not something they were covering once the warranty had expired. Once our
technician arrived, it sounds like he diagnosed that the issue was with the
suspension rods and the manufacturer recommends replacing all 4; none of which
are covered under any exceptional parts warranty. With that said, since [redacted] was given a different
expectation when he scheduled the call, our executive customer support team
authorized to have the billing stopped and his account zeroed out. This was
effective November 16, 2016, and if he receives any further correspondence
regarding this debt dated after that, then he is welcome to contact me via
email or phone so that I can provide further assistance. In the interim, since
it was our understanding that this resolution met with [redacted] approval,
we have closed our file.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]Team Manager, Regulatory Complaints[redacted]