Contact Name and Title: [redacted]
Contact Phone[redacted]
October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed our review of [redacted] rebuttal to the previous letter we provided.
As clarification, the store was responsible for issuing the refund initially. However, since [redacted] indicated she has not received a refund to date, we processed the refund on October 6, 2015. For [redacted] records the refund receipt number is [redacted]. A total credit of $10.00 was issued back to [redacted] account ending in [redacted]. We do apologize that we failed her expectations, will ensure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. 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,
[redacted]
[redacted]
[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. However, all dates for repair were not documented in this response. They are missing prior attempt dates for the same repair. I have spoken to Matilda concerning an upcoming appointment on 8/7/17. I would like to keep this complaint open, if possible, until after the tech arrives on 8/7/17. Because of my past experience with SEARS technicians, I remain pessimistic of an actual resolve to this issue.
Sincerely,
Celestine T[redacted]
June 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As we noted before, the pieces needed to rectify the issue were overnight shipped to Mr. [redacted]. This made him whole as he had received what he paid for, properly functioning chairs. We also offered to provide Mr. [redacted] with a refund of the assembly fee he paid as well as $25.00 worth of SYWR points, but he declined. We find Mr. [redacted] request to receive a full refund while being allowed to keep the merchandise as well as send him $1000.00 to be unreasonable and it will not be granted. According to the terms of our return policy, we are not required to provide Mr. [redacted] with a refund at this time. However, the manufacturer has agreed to provide Mr. [redacted] with a gift for the full value of his purchase price as a courtesy if he will submit a copy of his purchase receipt. Mr. [redacted] may send this to my email address listed below and I will have the gift card processed. While we realize that this will likely not meet with Mr. [redacted] approval, we want to stress that this is being offered solely as a courtesy and not an obligation. No other resolutions will be considered. In light of the aforementioned information, we respectfully ask that this matter remain 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]
March 5, 2016[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] [redacted]Dear Ms. [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding the delay in receiving he purchased range.We would first like to apologize that...
many factors resulted in the day of delivering Ms. B[redacted] purchased fried and range. 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. B[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. B[redacted] complaint and our records, we were able to determine that due to a systems error, Ms. B[redacted] was not routed for delivery causing to reschedule her delivery date. It is our understanding that Ms. B[redacted] decided to cancel the order of her range due to being rescheduled. As far as her fridge, our records show that the appliance was delivered on July 03, 2017. Our records also show that she was issued a sales adjustment of $99.00. For any inconvenience this may have caused, we issued Ms. B[redacted] a $50.00 gift card. We ask Ms. B[redacted] to allow 7-14 business days to arrive via [redacted] It is our hope that Ms. B[redacted] purchased fridge will provide her with long term satisfaction. 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, [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience ..
October 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Antonio M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding his allegation that the store is responsible for the...
treadmill falling off his truck because the associates did not assist him with properly securing the unit.
We reviewed the case notes related to Mr. M[redacted] treadmill, and on September 2, 2017 Mr. M[redacted] contacted our Customer Solutions department regarding the same issue. The store was contacted regarding Mr. M[redacted] complaint. It was confirmed that Mr. M[redacted] was informed that the store would assist with “loading” the treadmill unto the truck only. For liability purposes, the store associates will not assist any customer with securing any item. It is a consumer’s responsibility to properly secure their item for safe transportation to their home. As Mr. M[redacted] mentioned in his complaint, he did not come prepared to transport his large purchase item since he requested rope from the store to secure his treadmill.
As far as Mr. M[redacted] request for a replacement or a refund is concerned, we did not find that this was warranted; specifically since Mr. M[redacted] is responsible for securing and safely transporting his treadmill. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint, we have closed our file.
We apologize to Mr. M[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 S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because: We have spent $282.85 total on ice so the $150.00 they are sending me won't cover it. I have all my receipts and would like to be refunded the whole amount which I feel is fair as it was necessary to buy ice to try to keep what food we had remaining and what we needed to live on cold. I also feel that for the tremendous and extensive inconvenience that affected our daily lives in many ways because of this failed product, I would like to ask for the maintenance coverage to be extended for another two years at the end of my current coverage instead of just 6 months as offered. I feel that would be a fair and helpful compensation for the problems and inconvenience we experienced over the course of 42 days of living out of coolers, the risk of food safety, and the important need to meet proper insulin care. I will also now have to call someone to check my carpets for damage from the dampness that occurred under the coolers after being in use so long and possibly may need to have them removed. I am in the process of making my food loss list and will forward it soon.
Sincerely,
Georgelyn I[redacted]
Complaint: [redacted]
I am rejecting this response because: the countertops have not yet been corrected to pass city inspection. The cabinet gaps have not yet been fixed. Part of my complaint was that the project also needed to be completed satisfactorily. I have made several phone calls and emails to [redacted] and I have not had any replies about how or when this will be resolved, only that she is waiting on her manager.
Sincerely,
[redacted]
July 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent shopping experience....
[redacted] District Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in his complaint we attempted to reach Mr. [redacted] to discuss his complaint. As a gesture of goodwill, we offered a discount of $70.00 and the current 12,000 btu item that was priced at $369.99. Mr. [redacted] returned our call accepting our offer. Mr. [redacted] indicated that he would be buying item [redacted] regularly priced at $369.99 for $299.99. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since it is our understanding that this resolution met with Mr. [redacted] approval, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 5, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Jill [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Ms. [redacted] complaint regarding the service on her vacuum cleaner.
After reviewing the...
service history our carry-in department has moved forward with a replacement for Ms. [redacted]. She has been authorized with a replacement amount of $599.99. She has been provided with the necessary information to select a new vacuum cleaner. At this time, since it was our understanding that this resolution met with Ms. [redacted] approval, we have closed our file.
We apologize to Ms. [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
Tell us why here..September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal. We have reviewed both our response and Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer we provided, we are unable to grant his request to receive a refund for the installation fee as he did not pay for installation like we noted before. Furthermore, he was made aware that he needed to pay for this service prior to having his tires installed and yet he chose to proceed knowing the cost involved. Accordingly, any offer made on our part was not an obligation; therefore it may be granted in any form of tender we choose. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted]’s case, we do apologize that we failed his expectations, but we feel our resolution is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation (512) 248-7993[redacted].[redacted]@searshc.com .
January 5, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher repair....
It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasher. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Although Mr. [redacted] was in the process of having his dishwasher repaired, our escalated customer service group, Customer Solutions, authorized him for a courtesy in-warranty exchange. Our records show that the exchange was processed on January 5, 2017, under sales check [redacted] and the new dishwasher is scheduled for delivery on or about January 10, 2017. Once the new dishwasher has been delivered, we will ensure that the remaining Master Protection Agreement (MPA) coverage transfers to the new unit. In the interim, since an equitable resolution has been provided for Mr. [redacted], we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 19, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her range where the self-clean feature doesn’t...
work properly.
We apologize that Ms. [redacted] range failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.
In Ms. [redacted] case, she purchased her range in May of 2015, and the manufacturer’s warranty expired a year after in May of 2016. We do not show that any repairs were ever completed by Sears whether under the warranty or otherwise. Ms. [redacted] mentioned that she felt that there was a manufacturer’s defect, we looked at her model of range and do not see any known issues with the unit or any defects.
With that said, a refund would only have been an option within about 60 days of the purchase date and that time has long since been exceeded. As a one-time courtesy, we are willing to schedule a repair and waive the trip/diagnostic fee for Ms. [redacted] but she will be responsible for any labor and parts charges. Should Ms. [redacted] wish to accept this offer, she may contact myself, [redacted]r at [redacted] or [redacted] That being said, because we have addressed Ms. [redacted] complaint, we respectfully request 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]rRegulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator. Service was completed on May 12, 2017...
and an air handler was installed. Ms. [redacted] has been provided with my direct contact information if she is still in need of assistance. At this time since we have repaired Ms. [redacted] refrigerator we have closed this case. We apologize to Ms. [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:We request that credit be issued in form of points to be added to the rewards account please.
Sincerely, [redacted]
December 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to the response we provided regarding the charges he incurred for the in-home service for the repair of his washer and his request for reimbursement.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the washer repair was not covered by the protection agreement, the fact remains that Mr. [redacted] failed to renew the service agreement and the contract expired.
As far as Mr. [redacted] request that we apply the service fee to a 3-year extended service agreement is concerned, we did not find that this was warranted, particularly since it is a consumer’s responsibility to pay for non-warrantied repairs or purchase some sort of extended warranty coverage. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision. As this decision is commensurate to the circumstances, we have closed our file.
We 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]
March 14, 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 television. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his television. Our records show that Mr. [redacted] was authorized for a replacement on March 1, 2017, after it was determined that the part necessary to repair his television was no longer available. Based upon the features of Mr. [redacted] current television, he was authorized $500.00 towards a new television from Sears. Mr. [redacted] initially selected a 55 inch [redacted] Smart TV on March 11, 2017, but he returned it for a 65 inch [redacted] Smart TV the following day. With that said, since Mr. [redacted] has been provided with a fair resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: Its not fair that Sears won't try to work with me & I'll make sure I let all my family, friends, co-workers, & media outlets know what a terrible experience this has been & I'm sure it will make some type of dent in future sales for them!
Sincerely,
[redacted]
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have been unable to complete the investigation of Ms. [redacted] complaint regarding her recent...
visit to one of our auto centers.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of unit# [redacted]. Mr. [redacted] has attempted to reach Ms. [redacted] telephone and has left contact information on her voicemail; however, at this time she has not responded. We are unable to resolve Ms. [redacted] issue until we have the opportunity to discuss the matter with her. She may contact Mr. [redacted] at [redacted] at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider Ms. [redacted] matter closed, pending her response.
We apologize to Ms. [redacted] for this issue 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 Complaints Specialist
[redacted]
August 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. M[redacted] complaint regarding her dissatisfaction with our...
customer service and an alleged duplicate charge. It is unfortunate that we failed Ms. M[redacted] expectations when he recently purchased a washer and dryer from Sears Outlet. 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 received confirmation from our store and Ms. M[redacted] that the charges for her purchase have been corrected. Additionally, Sears Outlet has assisted her with a replacement washer, which she received August 15, 2017. Ms. M[redacted] is welcome to contact her local store if she has any further questions about this issue. 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 Ms. M[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]
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] as far as I know it works.
Contact Name and Title: [redacted]
Contact Phone[redacted]
October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed our review of [redacted] rebuttal to the previous letter we provided.
As clarification, the store was responsible for issuing the refund initially. However, since [redacted] indicated she has not received a refund to date, we processed the refund on October 6, 2015. For [redacted] records the refund receipt number is [redacted]. A total credit of $10.00 was issued back to [redacted] account ending in [redacted]. We do apologize that we failed her expectations, will ensure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. 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,
[redacted]
[redacted]
[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. However, all dates for repair were not documented in this response. They are missing prior attempt dates for the same repair. I have spoken to Matilda concerning an upcoming appointment on 8/7/17. I would like to keep this complaint open, if possible, until after the tech arrives on 8/7/17. Because of my past experience with SEARS technicians, I remain pessimistic of an actual resolve to this issue.
Sincerely,
Celestine T[redacted]
June 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As we noted before, the pieces needed to rectify the issue were overnight shipped to Mr. [redacted]. This made him whole as he had received what he paid for, properly functioning chairs. We also offered to provide Mr. [redacted] with a refund of the assembly fee he paid as well as $25.00 worth of SYWR points, but he declined. We find Mr. [redacted] request to receive a full refund while being allowed to keep the merchandise as well as send him $1000.00 to be unreasonable and it will not be granted. According to the terms of our return policy, we are not required to provide Mr. [redacted] with a refund at this time. However, the manufacturer has agreed to provide Mr. [redacted] with a gift for the full value of his purchase price as a courtesy if he will submit a copy of his purchase receipt. Mr. [redacted] may send this to my email address listed below and I will have the gift card processed. While we realize that this will likely not meet with Mr. [redacted] approval, we want to stress that this is being offered solely as a courtesy and not an obligation. No other resolutions will be considered. In light of the aforementioned information, we respectfully ask that this matter remain 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]
March 5, 2016[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] [redacted]Dear Ms. [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding the delay in receiving he purchased range.We would first like to apologize that...
many factors resulted in the day of delivering Ms. B[redacted] purchased fried and range. 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. B[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. B[redacted] complaint and our records, we were able to determine that due to a systems error, Ms. B[redacted] was not routed for delivery causing to reschedule her delivery date. It is our understanding that Ms. B[redacted] decided to cancel the order of her range due to being rescheduled. As far as her fridge, our records show that the appliance was delivered on July 03, 2017. Our records also show that she was issued a sales adjustment of $99.00. For any inconvenience this may have caused, we issued Ms. B[redacted] a $50.00 gift card. We ask Ms. B[redacted] to allow 7-14 business days to arrive via [redacted] It is our hope that Ms. B[redacted] purchased fridge will provide her with long term satisfaction. 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, [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience ..
October 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Antonio M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding his allegation that the store is responsible for the...
treadmill falling off his truck because the associates did not assist him with properly securing the unit.
We reviewed the case notes related to Mr. M[redacted] treadmill, and on September 2, 2017 Mr. M[redacted] contacted our Customer Solutions department regarding the same issue. The store was contacted regarding Mr. M[redacted] complaint. It was confirmed that Mr. M[redacted] was informed that the store would assist with “loading” the treadmill unto the truck only. For liability purposes, the store associates will not assist any customer with securing any item. It is a consumer’s responsibility to properly secure their item for safe transportation to their home. As Mr. M[redacted] mentioned in his complaint, he did not come prepared to transport his large purchase item since he requested rope from the store to secure his treadmill.
As far as Mr. M[redacted] request for a replacement or a refund is concerned, we did not find that this was warranted; specifically since Mr. M[redacted] is responsible for securing and safely transporting his treadmill. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint, we have closed our file.
We apologize to Mr. M[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 S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because: We have spent $282.85 total on ice so the $150.00 they are sending me won't cover it. I have all my receipts and would like to be refunded the whole amount which I feel is fair as it was necessary to buy ice to try to keep what food we had remaining and what we needed to live on cold. I also feel that for the tremendous and extensive inconvenience that affected our daily lives in many ways because of this failed product, I would like to ask for the maintenance coverage to be extended for another two years at the end of my current coverage instead of just 6 months as offered. I feel that would be a fair and helpful compensation for the problems and inconvenience we experienced over the course of 42 days of living out of coolers, the risk of food safety, and the important need to meet proper insulin care. I will also now have to call someone to check my carpets for damage from the dampness that occurred under the coolers after being in use so long and possibly may need to have them removed. I am in the process of making my food loss list and will forward it soon.
Sincerely,
Georgelyn I[redacted]
Complaint: [redacted]
I am rejecting this response because: the countertops have not yet been corrected to pass city inspection. The cabinet gaps have not yet been fixed. Part of my complaint was that the project also needed to be completed satisfactorily. I have made several phone calls and emails to [redacted] and I have not had any replies about how or when this will be resolved, only that she is waiting on her manager.
Sincerely,
[redacted]
July 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent shopping experience....
[redacted] District Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in his complaint we attempted to reach Mr. [redacted] to discuss his complaint. As a gesture of goodwill, we offered a discount of $70.00 and the current 12,000 btu item that was priced at $369.99. Mr. [redacted] returned our call accepting our offer. Mr. [redacted] indicated that he would be buying item [redacted] regularly priced at $369.99 for $299.99. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since it is our understanding that this resolution met with Mr. [redacted] approval, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 5, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Jill [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Ms. [redacted] complaint regarding the service on her vacuum cleaner.
After reviewing the...
service history our carry-in department has moved forward with a replacement for Ms. [redacted]. She has been authorized with a replacement amount of $599.99. She has been provided with the necessary information to select a new vacuum cleaner. At this time, since it was our understanding that this resolution met with Ms. [redacted] approval, we have closed our file.
We apologize to Ms. [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
Tell us why here..September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal. We have reviewed both our response and Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer we provided, we are unable to grant his request to receive a refund for the installation fee as he did not pay for installation like we noted before. Furthermore, he was made aware that he needed to pay for this service prior to having his tires installed and yet he chose to proceed knowing the cost involved. Accordingly, any offer made on our part was not an obligation; therefore it may be granted in any form of tender we choose. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted]’s case, we do apologize that we failed his expectations, but we feel our resolution is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation (512) 248-7993[redacted].[redacted]@searshc.com .
January 5, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher repair....
It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasher. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Although Mr. [redacted] was in the process of having his dishwasher repaired, our escalated customer service group, Customer Solutions, authorized him for a courtesy in-warranty exchange. Our records show that the exchange was processed on January 5, 2017, under sales check [redacted] and the new dishwasher is scheduled for delivery on or about January 10, 2017. Once the new dishwasher has been delivered, we will ensure that the remaining Master Protection Agreement (MPA) coverage transfers to the new unit. In the interim, since an equitable resolution has been provided for Mr. [redacted], we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 19, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her range where the self-clean feature doesn’t...
work properly.
We apologize that Ms. [redacted] range failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.
In Ms. [redacted] case, she purchased her range in May of 2015, and the manufacturer’s warranty expired a year after in May of 2016. We do not show that any repairs were ever completed by Sears whether under the warranty or otherwise. Ms. [redacted] mentioned that she felt that there was a manufacturer’s defect, we looked at her model of range and do not see any known issues with the unit or any defects.
With that said, a refund would only have been an option within about 60 days of the purchase date and that time has long since been exceeded. As a one-time courtesy, we are willing to schedule a repair and waive the trip/diagnostic fee for Ms. [redacted] but she will be responsible for any labor and parts charges. Should Ms. [redacted] wish to accept this offer, she may contact myself, [redacted]r at [redacted] or [redacted] That being said, because we have addressed Ms. [redacted] complaint, we respectfully request 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]rRegulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator. Service was completed on May 12, 2017...
and an air handler was installed. Ms. [redacted] has been provided with my direct contact information if she is still in need of assistance. At this time since we have repaired Ms. [redacted] refrigerator we have closed this case. We apologize to Ms. [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:We request that credit be issued in form of points to be added to the rewards account please.
Sincerely, [redacted]
December 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to the response we provided regarding the charges he incurred for the in-home service for the repair of his washer and his request for reimbursement.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the washer repair was not covered by the protection agreement, the fact remains that Mr. [redacted] failed to renew the service agreement and the contract expired.
As far as Mr. [redacted] request that we apply the service fee to a 3-year extended service agreement is concerned, we did not find that this was warranted, particularly since it is a consumer’s responsibility to pay for non-warrantied repairs or purchase some sort of extended warranty coverage. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision. As this decision is commensurate to the circumstances, we have closed our file.
We 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]
March 14, 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 television. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his television. Our records show that Mr. [redacted] was authorized for a replacement on March 1, 2017, after it was determined that the part necessary to repair his television was no longer available. Based upon the features of Mr. [redacted] current television, he was authorized $500.00 towards a new television from Sears. Mr. [redacted] initially selected a 55 inch [redacted] Smart TV on March 11, 2017, but he returned it for a 65 inch [redacted] Smart TV the following day. With that said, since Mr. [redacted] has been provided with a fair resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: Its not fair that Sears won't try to work with me & I'll make sure I let all my family, friends, co-workers, & media outlets know what a terrible experience this has been & I'm sure it will make some type of dent in future sales for them!
Sincerely,
[redacted]
May 24, 2016
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have been unable to complete the investigation of Ms. [redacted] complaint regarding her recent...
visit to one of our auto centers.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of unit# [redacted]. Mr. [redacted] has attempted to reach Ms. [redacted] telephone and has left contact information on her voicemail; however, at this time she has not responded. We are unable to resolve Ms. [redacted] issue until we have the opportunity to discuss the matter with her. She may contact Mr. [redacted] at [redacted] at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider Ms. [redacted] matter closed, pending her response.
We apologize to Ms. [redacted] for this issue 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 Complaints Specialist
[redacted]
August 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. M[redacted] complaint regarding her dissatisfaction with our...
customer service and an alleged duplicate charge. It is unfortunate that we failed Ms. M[redacted] expectations when he recently purchased a washer and dryer from Sears Outlet. 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 received confirmation from our store and Ms. M[redacted] that the charges for her purchase have been corrected. Additionally, Sears Outlet has assisted her with a replacement washer, which she received August 15, 2017. Ms. M[redacted] is welcome to contact her local store if she has any further questions about this issue. 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 Ms. M[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]
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] as far as I know it works.