July 6, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not yet completed the investigation of Ms. [redacted] complaint regarding the monies paid to repair her...
refrigerator and her request to receive a refund. We have been in contact with Ms. [redacted] and explained that while she would normally have at least our minimum trip/diagnostic fee withheld from any refund, we were willing to waive this. However, the issue at hand involves the stopped payment on the first check. The concern was that she would eventually be billed for this amount and it would normally happen through [redacted] We reached out to [redacted] though and they did not show that the first payment was processed electronically and they have not received it back as unpaid. We now have our billing department checking to see if the check was ever deposited. We have also asked Ms. [redacted] to email us a copy of the cleared check just so that we can confirm at least the one went through, before we issue any type of refund. Once we receive that submission, we will process that partial refund. For the other check, if we can determine where it is at, we can have it discarded so that it will not be re-deposited. If we cannot, then we are hoping we can at least have some sort of notation in her record so that they will not bill her for this amount. If for some reason we are not successful and she does receive a bill further down the road related to that first check, then she would just need to contact me directly at that time so that I could have the bill voided. We will be keeping Ms. [redacted] updated via email on the status of our investigation for the first check. 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 Complaints[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 [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding multiple services on his [redacted] Refrigerator. Upon...
receipt of Mr. [redacted] complaint, we found that he had been authorized for a replacement of the refrigerator. This was processed on July 8, 2016 and is set for delivery on July 20, 2016. If Mr. [redacted] is still in need of assistance he need only contact Sears customer care and reference his case # [redacted]. Since we have replaced Mr. [redacted] refrigerator we have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
April 26, 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 the response we provided regarding the problems he encountered when he attempted to drop off his lawn mower for a warranty repair; as well as the customer service he received when he called in for assistance..
We have Mr. [redacted] rebuttal, and we contacted him again to discuss his concern that the repair shop sprayed his mower with water. Mr. [redacted] stated that our response noted everything that had been previously discussed, but that we did not mention his concern that the mower was sprayed with water. We apologized that it was not noted on our response because during our conversation Mr. [redacted] mentioned that the technician was being nice and had sprayed water on the mower to clean it so that his vehicle would not get dirty. Mr. [redacted] stated that this was correct, but he did not understand why we would spray it with water when we he was told that the gas had water. We advised Mr. [redacted] that a mower can be carefully sprayed externally with water to clean off debris and we would not spray water into the engine or the gas tank. We asked Mr. [redacted] if he was alleging that the repair shop added water in his gas tank. Mr. [redacted] confirmed that he was not making that allegation, and only wanted an explanation.
As for the parts quoted, we explained that the quote is for parts that are typically replaced with a "water in the gas" issue. He would not be charged for parts that were not found damaged and that is why he was given a low end and high end quote. While we understand that Mr. [redacted] was dissatisfied that the warranty repair claim was denied, the fact remains that our technician found water in the gas and the warranty will not cover preventive maintenance or repairs necessary due to improper fuel mixture, contaminated or stale fuel. Mr. [redacted] request for an exchange has been denied. As this decision is commensurate to the circumstances, we have closed our file.
Again, 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]
December 22, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Robin [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the delay in receiving her purchased mattress set.We would...
first like to apologize that many factors resulted in the day of delivering Ms. [redacted] purchased mattress set. We have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. [redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing Ms. [redacted] complaint, we contacted our delivery department to conduct an audit on the order in question. Once completed, we were able to determine that due to the manufacture not being able to fill Ms. [redacted] order, her delivery was rescheduled on several occasions and we apologize for this. Our records also show that unfortunately Ms. [redacted] decided to cancel her entire order. It is our hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service Sears has built their reputation but understand if this is not possible. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
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]
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. Virghes: We have completed the investigation of Mr[redacted] complaint regarding a Sears Auto Center Groupon.[redacted] Manager of the Tucson Sears Auto...
Center provided the following response: We received Mr[redacted] complaint on Monday, January 16, 2017 and I contacted him later that morning. During the conversation I invited Mr. [redacted] into the Auto Center to receive the services he states he did not receive as well as receiving a refund. Mr. [redacted] declined my offer to return to the auto center. In his complaint Mr. [redacted] notes that as a resolution he would like a refund of $23.75, we have processed a refund in the aforementioned amount and expect the back check to arrive at Mr[redacted] home in the next 7-10 days. Since we have noted our response and will be refunding 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,[redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]y here...
October 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed the investigation of M[redacted] complaint...
regarding her recent order. We have spoken with Ms[redacted] regarding this issue. When we spoke, we offered to provide her with an exchange and since she chose a cheaper item, the difference will be refunded once the old merchandise is taken away. 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]
September 15, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Kathryn A [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the delay in...
receiving her refund for the cancelled online order.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Ms. [redacted] complaint we reviewed the notes on her online order. The order indicated that both the dishwasher and the refrigerator had shipped from 2 separate outlet stores; however, there was no tracking information listed for either item. According to the notes, both outlet stores were contacted and the orders were cancelled due to the delivery issue. On September 12, 2016 we issued two separate credits to Ms. [redacted] credit card ending in [redacted]; $2,390.74 and $632.71 for a total credit of $3,023.45. The credits should post to Ms. [redacted] account within 3 – 5 business days. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
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
September 22, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Deborah P[redacted] Dear [redacted]We have completed the investigation of Ms. P[redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms....
P[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on August 22, 2017 credits totaling $1166.29 was issued back to the original form of payment. Based off our findings, Ms. P[redacted] has been made whole. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
August 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Josh [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted]'s complaint regarding his misplaced vacuum cleaner.
Upon receipt of Mr....
[redacted]'s complaint our research found that unfortunately due to an associate error the repair invoice was not correctly entered into our system therefore leading to the vacuum cleaner being lost. We regret that this incident occurred, but we can assure Mr. [redacted] that this issue has been forwarded to management for review so future problems of this nature can be averted.
That being said our repair unit moved forward with a replacement for Mr. [redacted]. Mr. [redacted] has been provided with this information and has been provided with my direct contact information if he needs further assistance. Since we have replaced Mr. [redacted] lost vacuum cleaner and this resolution was accepted by him 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 [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Vanessa[redacted]@searshc.com
[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]
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]
(The consumer indicated he/she ACCEPTED the response from the business.)
We have selected a replacement dishwasher. It would have bee ideal if the replacement was offered sooner as Sears was aware of the long back order and the previous issues .
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not completed our investigation of Ms. G[redacted] complaint regarding her rusting stainless steel appliances. It is...
important to take a moment to explain Stainless Steel as it applies to all residential appliances: Stainless Steel is a slightly misleading name. A more accurate description would be Harder to Stain Steel. The largest single component of stainless steel is steel. Steel will rust. The chromium in stainless steel when exposed to oxygen in the atmosphere forms a thin invisible layer called chromium oxide. This invisible layer covering the entire surface gives stainless steel its ability to resist stains and rust. If this layer is damaged rust is formed on the surface at the point of that damage. The good news is, with a little cleaning and care the chromium oxide layer is self-healing as long as the rust has not gotten to the point of deep penetration into in steel. We were unable to make contact with Ms. G[redacted] nor were we able to locate any information regarding a recent appliance purchase with the information provided to us in her complaint. We will be happy to assist her but we will need more detailed information of exactly what problems she is experiencing with her new appliance as well as a copy of her purchase receipt. Ms. G[redacted] can contact me directly via email at [redacted] or via phone at [redacted] At this point we will consider the matter closed pending Ms. G[redacted]’s reply. We apologize to Ms. G[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
July 6, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not yet completed the investigation of Ms. [redacted] complaint regarding the monies paid to repair her...
refrigerator and her request to receive a refund. We have been in contact with Ms. [redacted] and explained that while she would normally have at least our minimum trip/diagnostic fee withheld from any refund, we were willing to waive this. However, the issue at hand involves the stopped payment on the first check. The concern was that she would eventually be billed for this amount and it would normally happen through [redacted] We reached out to [redacted] though and they did not show that the first payment was processed electronically and they have not received it back as unpaid. We now have our billing department checking to see if the check was ever deposited. We have also asked Ms. [redacted] to email us a copy of the cleared check just so that we can confirm at least the one went through, before we issue any type of refund. Once we receive that submission, we will process that partial refund. For the other check, if we can determine where it is at, we can have it discarded so that it will not be re-deposited. If we cannot, then we are hoping we can at least have some sort of notation in her record so that they will not bill her for this amount. If for some reason we are not successful and she does receive a bill further down the road related to that first check, then she would just need to contact me directly at that time so that I could have the bill voided. We will be keeping Ms. [redacted] updated via email on the status of our investigation for the first check. 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 Complaints[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 [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the credit of $150.00. Thanks.
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding multiple services on his [redacted] Refrigerator. Upon...
receipt of Mr. [redacted] complaint, we found that he had been authorized for a replacement of the refrigerator. This was processed on July 8, 2016 and is set for delivery on July 20, 2016. If Mr. [redacted] is still in need of assistance he need only contact Sears customer care and reference his case # [redacted]. Since we have replaced Mr. [redacted] refrigerator we have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
April 26, 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 the response we provided regarding the problems he encountered when he attempted to drop off his lawn mower for a warranty repair; as well as the customer service he received when he called in for assistance..
We have Mr. [redacted] rebuttal, and we contacted him again to discuss his concern that the repair shop sprayed his mower with water. Mr. [redacted] stated that our response noted everything that had been previously discussed, but that we did not mention his concern that the mower was sprayed with water. We apologized that it was not noted on our response because during our conversation Mr. [redacted] mentioned that the technician was being nice and had sprayed water on the mower to clean it so that his vehicle would not get dirty. Mr. [redacted] stated that this was correct, but he did not understand why we would spray it with water when we he was told that the gas had water. We advised Mr. [redacted] that a mower can be carefully sprayed externally with water to clean off debris and we would not spray water into the engine or the gas tank. We asked Mr. [redacted] if he was alleging that the repair shop added water in his gas tank. Mr. [redacted] confirmed that he was not making that allegation, and only wanted an explanation.
As for the parts quoted, we explained that the quote is for parts that are typically replaced with a "water in the gas" issue. He would not be charged for parts that were not found damaged and that is why he was given a low end and high end quote. While we understand that Mr. [redacted] was dissatisfied that the warranty repair claim was denied, the fact remains that our technician found water in the gas and the warranty will not cover preventive maintenance or repairs necessary due to improper fuel mixture, contaminated or stale fuel. Mr. [redacted] request for an exchange has been denied. As this decision is commensurate to the circumstances, we have closed our file.
Again, 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]
December 22, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Robin [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the delay in receiving her purchased mattress set.We would...
first like to apologize that many factors resulted in the day of delivering Ms. [redacted] purchased mattress set. We have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. [redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing Ms. [redacted] complaint, we contacted our delivery department to conduct an audit on the order in question. Once completed, we were able to determine that due to the manufacture not being able to fill Ms. [redacted] order, her delivery was rescheduled on several occasions and we apologize for this. Our records also show that unfortunately Ms. [redacted] decided to cancel her entire order. It is our hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service Sears has built their reputation but understand if this is not possible. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
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]
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. Virghes: We have completed the investigation of Mr[redacted] complaint regarding a Sears Auto Center Groupon.[redacted] Manager of the Tucson Sears Auto...
Center provided the following response: We received Mr[redacted] complaint on Monday, January 16, 2017 and I contacted him later that morning. During the conversation I invited Mr. [redacted] into the Auto Center to receive the services he states he did not receive as well as receiving a refund. Mr. [redacted] declined my offer to return to the auto center. In his complaint Mr. [redacted] notes that as a resolution he would like a refund of $23.75, we have processed a refund in the aforementioned amount and expect the back check to arrive at Mr[redacted] home in the next 7-10 days. Since we have noted our response and will be refunding 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,[redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]y here...
October 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed the investigation of M[redacted] complaint...
regarding her recent order. We have spoken with Ms[redacted] regarding this issue. When we spoke, we offered to provide her with an exchange and since she chose a cheaper item, the difference will be refunded once the old merchandise is taken away. 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]
September 15, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Kathryn A [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the delay in...
receiving her refund for the cancelled online order.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Ms. [redacted] complaint we reviewed the notes on her online order. The order indicated that both the dishwasher and the refrigerator had shipped from 2 separate outlet stores; however, there was no tracking information listed for either item. According to the notes, both outlet stores were contacted and the orders were cancelled due to the delivery issue. On September 12, 2016 we issued two separate credits to Ms. [redacted] credit card ending in [redacted]; $2,390.74 and $632.71 for a total credit of $3,023.45. The credits should post to Ms. [redacted] account within 3 – 5 business days. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
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
September 22, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Deborah P[redacted] Dear [redacted]We have completed the investigation of Ms. P[redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms....
P[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on August 22, 2017 credits totaling $1166.29 was issued back to the original form of payment. Based off our findings, Ms. P[redacted] has been made whole. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
August 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Josh [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted]'s complaint regarding his misplaced vacuum cleaner.
Upon receipt of Mr....
[redacted]'s complaint our research found that unfortunately due to an associate error the repair invoice was not correctly entered into our system therefore leading to the vacuum cleaner being lost. We regret that this incident occurred, but we can assure Mr. [redacted] that this issue has been forwarded to management for review so future problems of this nature can be averted.
That being said our repair unit moved forward with a replacement for Mr. [redacted]. Mr. [redacted] has been provided with this information and has been provided with my direct contact information if he needs further assistance. Since we have replaced Mr. [redacted] lost vacuum cleaner and this resolution was accepted by him 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 [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Vanessa[redacted]@searshc.com
[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]
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]
(The consumer indicated he/she ACCEPTED the response from the business.)
We have selected a replacement dishwasher. It would have bee ideal if the replacement was offered sooner as Sears was aware of the long back order and the previous issues .
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not completed our investigation of Ms. G[redacted] complaint regarding her rusting stainless steel appliances. It is...
important to take a moment to explain Stainless Steel as it applies to all residential appliances: Stainless Steel is a slightly misleading name. A more accurate description would be Harder to Stain Steel. The largest single component of stainless steel is steel. Steel will rust. The chromium in stainless steel when exposed to oxygen in the atmosphere forms a thin invisible layer called chromium oxide. This invisible layer covering the entire surface gives stainless steel its ability to resist stains and rust. If this layer is damaged rust is formed on the surface at the point of that damage. The good news is, with a little cleaning and care the chromium oxide layer is self-healing as long as the rust has not gotten to the point of deep penetration into in steel. We were unable to make contact with Ms. G[redacted] nor were we able to locate any information regarding a recent appliance purchase with the information provided to us in her complaint. We will be happy to assist her but we will need more detailed information of exactly what problems she is experiencing with her new appliance as well as a copy of her purchase receipt. Ms. G[redacted] can contact me directly via email at [redacted] or via phone at [redacted] At this point we will consider the matter closed pending Ms. G[redacted]’s reply. We apologize to Ms. G[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]