Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] S [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding a car battery purchased from the Sears Auto Center in La Jolla. Prior to...
filing her complaint with the Revdex.com, Ms. [redacted] filed a complaint with our Customer Solutions team on August 10, 2016. Notes from then case indicate that the vehicle sits for long periods of time, which cause the battery to drain. In order to properly test the battery, we will need the battery installed in the vehicle brought to the Auto Center so it and the charging system can be properly tested. If the battery is found to be defective, Sears Auto Center will take the appropriate action. That said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Lydia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’ rebuttal regarding her refrigerator performance.
We have reviewed Ms. [redacted]’ rebuttal and would like to note that her refrigerator was purchased on 2/20/11 and the warranty expired a year later on 2/27/12. We would like to further note that there were no repairs on the refrigerator and that any repairs needed at this time would be done at Ms. [redacted]’ expense. Ms. [redacted] purchased a new refrigerator rather than repair. That being said, because we value Ms. [redacted]’ patronage, we have processed a $50.00 gift card as a one-time customer courtesy. The gift card will be received in 7-10 business days to the address listed on this complaint. Because we have addressed Ms. [redacted]’ complaint, we have closed our files.
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.
Complaint: [redacted]
I am rejecting this response because: the information provided by Sears was both inaccurate and made no attempt to rectify the matter. To begin with, we were given a time window in which a tech WOULD BE at our house. They can claim this is not a guarantee of service all that they want, but I don't know what else an appointment would be. Moreover, the tech WAS AT MY HOUSE. He pulled into my driveway, sat in his vehicle, and then left without ever having knocked on the door. He then proceeded to "cancel" the appointment to cover his own tracks. When Sears was confronted by the unprofessional and incompetent behavior of their technician, they made NO ATTEMPT to make the matter right by getting a tech out to fulfill the appointment in question. Instead, they offered an appointment almost two weeks later, and this was after I already waited two weeks for the first appointment. As a result of the unprofessional behavior, we had to get an emergency service from another appliance repair company, which costed us an additional $40.00 over what we had prepared to pay Sears. This cost was endured precisely because Sears neither kept their appointment, nor made the situation right. Moreover, while Sears did offer us $30.00 in store credit (as thought I want to do business with them again!), we have not received this weak and hardly adequate compensation, nor will it compensate for the additional charges we incurred with another company because of their incompetence.
Sincerely,
J[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Deborah D C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction with our customer service and...
repair for her dryer. It is unfortunate that we failed Ms. C[redacted] expectations with her scheduled repair. We value Ms. C[redacted] patronage, but 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, but we can assure Ms. C[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 the misinformation she received caused her any inconvenience. For customer satisfactions reasons we offered a one year extension on the Master Protection Agreement on Ms. C[redacted] washer and dryer which she accepted. We respectfully ask that this matter be closed, since we have repaired Ms. C[redacted] dryer and she has accepted the resolution offered. Again, we apologize to Ms. C[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, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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 service for his Kenmore Dryer. Upon receipt of Mr....
[redacted] complaint, we found that he had previously been in contact with Mr. Robert [redacted] in our escalated complaint department. Mr. [redacted] was able to set service for the dryer and that service was completed on February 13, 2017. Mr. [redacted] confirmed with Mr. [redacted] that the dryer was repaired. If Mr. [redacted] is still in need of assistance he need only contact Mr. [redacted] directly via email at [redacted] or by phone; [redacted] Since it is our understanding that Mr. [redacted] issue has been addressed 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]
August 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Scott [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted]’s expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Accordingly, we have decided to issue a full refund of $60.95 back to his Visa account. Mr. [redacted]’s credit should post to his account within 3 to 5 business days. 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 a full refund has been issued, 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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
March 3, 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] rebuttal to our response regarding her dissatisfaction with the multiple repairs on her dishwasher, and her request to return for a refund.
Upon receipt of Ms. [redacted] rebuttal stating that the dishwasher had stopped working again, we contacted her and offered her an in-warranty exchange. She accepted the offer and selected another model for the exchange. The exchange has been processed and we advised her that the installer will contact her to schedule the installation date. With that being said, since we have addressed the issue brought forth in Ms. [redacted] rebuttal we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 1, 2016
[redacted] Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted] rebuttal complaint regarding his dissatisfaction with the performance of the dishwasher and his allegation that the completed installation is not up to code.
We apologize for the delay in responding to this complaint. We forwarded this matter to our Installation Management team to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to complete the research. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted].
We apologize again 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]
February 16, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Gaylene S[redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding her microwave First, we...
would like to apologize to Ms. S[redacted] for failing her expectations in regard to her microwave. Upon researching Ms. S[redacted] complaint, we found that she was assisted by Shania F[redacted] with our escalated customer service group, Executive Member Services (EMS. Ms. F[redacted] assisted Ms. S[redacted] with receiving a replacement microwave. On February 15, 2018, Ms. F[redacted] confirmed with Ms. S[redacted] that the new microwave was working to her satisfaction. If Ms. S[redacted] has any further concerns she can reach Ms. F[redacted] at ([redacted] In the interim, as it is our understanding that Ms. S[redacted] is satisfied with the outcome of her complaint, we have closed our file. Again, we apologize to Ms. S[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Tiffany [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction...
that her dishwasher failed sooner than she expected.
We apologize that Ms. [redacted] dishwasher 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 dishwasher on November 30, 2013, and the manufacturer’s warranty expired a year after on November 12, 2014. We have researched Ms. [redacted] model# 66512783K310 and would like that there are no recalls or no known issues. That being said, any repairs at this point would need to be done at Ms. [redacted] expense. That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
Again, 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.
April 1, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with her GE range and her...
request for Sears to provide her with a refund. We apologize for the delay in responding to Ms. [redacted] concerns. Her issue really lies with **, the obligor of her warranty. We sold the range and Ms. [redacted] had 30 days in which a refund or exchange was an option. After that time, any issues would be directed to the holder of her warranty. Sears is not an authorized servicer and we did not provide any service on the range. This was arranged through **. If the range is not repairable then it would be [redacted] responsibility to provide Ms. [redacted] with a replacement or refund under the terms of her warranty. Of course if it is repairable, then the warrantor is not obligated to replace or refund it unless there have been an excessive amount of repairs under the warranty. With that said, since we have explained that Ms. [redacted] was past the point where a refund or exchange would have been an option through Sears so she was only entitled to receive a repair under her manufacturer’s warranty and it would have been [redacted] decision on how they wanted to proceed, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
April 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. First, we would like to apologize to...
[redacted] for failing his expectations when he contacted Sears Home Services to repair his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. Upon researching the terms of [redacted] manufacturer’s warranty, we confirmed that for five years the defective sealed refrigerant system will be repaired at no cost and for ten years, the compressor will be replaced at no charge. Therefore, [redacted] should not have been billed for the repair to his refrigerator. Accordingly, we contacted our Billing Department to request that the outstanding bill of $345.43 be cleared from our system. Senior Claims Recovery Clerk [redacted] responded on April 6, 2016, that the invoice was removed from our billing system; [redacted] should no longer receive any further bills dated after April 6th. Furthermore, we do not report these billing issues to the credit agencies, so [redacted] rating would not be adversely affected by this oversight. With that said, since we have corrected this billing error and zeroed out [redacted] invoice, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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,
Heidi [redacted]
August 29, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Dear Ms[redacted]We have completed the investigation of Ms. B[redacted] complaint regarding the recent purchase of an electric range.We would like to clarify that electric ranges do not have an extra adapter or connector that would make it possible to have a gas intake. We apologize in advance if Ms. B[redacted] was not informed or aware of this information. After reviewing Ms. B[redacted] complaint and our records, we contacted the Store’s Operation Support Associate Garrett S[redacted] and were informed that on August 10, 2017 a gas range was delivered to Ms. B[redacted] residence. As far as the missing credit for the first order, Mr. G[redacted] advised our office that on August 18, 2017 a credit in the original amount charged of $401.96 was issued back to the original form of payment. Since we were able to confirm that Ms. B[redacted] received her purchased gas range, 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
May 16, 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 the problems he encountered when he attempted to...
schedule service for his television.
It is unfortunate that we failed Mr. [redacted] expectations when he recently attempted to schedule a television repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We researched and discovered that due to a system glitch we were unable to schedule service in Mr. [redacted] area since the system was not providing available dates for service. We apologize that Mr. [redacted] was not contacted in order to manually schedule an appointment. According to our records, our technician was sent to assess Mr. [redacted] television on April 25, 2017. The unit was deemed non repairable due to a pixel issue and Mr. [redacted] was offered a replacement television under the terms of his protection agreement; Mr. [redacted] has made selection for the replacement. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
September 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94561853 - Frank [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the information he was given regarding charges when...
scheduling a service call that conflicted with the actual charges for repair.
We would like to clarify that it is not our practice to quote any specific labor charges over the phone beyond prices that we might give for tune-up specials or other maintenance packages. Otherwise, since we do not know until a technician examines the item exactly what the problem will be, we do not have any way to predict what the cost will be in advance. This means that there is not even any information on potential labor costs that is provided to the agents that schedule our service calls. We are not certain if the agent that day was confused on the question, or if Mr. [redacted] was confused on what was quoted; unfortunately the call was not available to listen to so we were unable to confirm either way exactly what was said.
With that said, there at least seems a reasonable doubt that Mr. [redacted] may have been given either wrong information or information that was not given clearly enough so that he understood we could not quote a labor charge for the service in question. As such, we were willing to refund him the difference between what he paid of $214.83, and what he would have paid if the information was correct, $147.83. Accordingly we have requested that our billing department send Mr. [redacted] a check for $67.00. This should send out within the next few business days and then arrive within 2-3 weeks after that. If he has not received the check by October 2, 2015, then he is welcome to contact me via email or phone. In the interim, since we have provided Mr. [redacted] with his requested resolution, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
October 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dishwasher. Our...
records show that Ms. [redacted] purchased her dishwasher on September 20, 2015. In accordance with Sears’ Return Policy, Ms. [redacted] had 30 days to return the dishwasher for a refund or an exchange. Now that more than a year has lapsed since the dishwasher was purchased, neither a refund nor an exchange is an option. While Ms. [redacted] carries a Master Protection Agreement (MPA) on the dishwasher, certain criteria must be met for a replacement; Ms. [redacted] has only had one qualifying repair completed to date, so a replacement cannot be considered. With that said, the repair to Ms. [redacted] dishwasher was completed on October 17, 2016, with the installation of a sensor and pump drain. If Ms. [redacted] still has concerns with the outer door cover, she can schedule another service call to address this cosmetic issue. In the interim, since Ms. [redacted] dishwasher has been repaired in accordance with the terms of her MPA, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 17, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the customer service provided...
by the store when he attempted to return the tractor he had just purchased.
Upon receipt of Mr. [redacted] complaint we reached out to [redacted], Store Manager for Store [redacted], to assist with Mr. [redacted] concern. Ms. [redacted] researched and discovered that the customer had not called the store, but had called delivery service when he had the problem with the tractor. Ms. [redacted] confirmed that the tractor had been returned to the store and a refund for the tractor was issued. On June 13, 2016 Ms. [redacted] contacted Mr. [redacted] and apologized for any inconvenience this may have caused. Ms. [redacted] also agreed to reimburse Mr. [redacted] for the [redacted] rental and he accepted the offer. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, 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]
[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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] S [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding a car battery purchased from the Sears Auto Center in La Jolla. Prior to...
filing her complaint with the Revdex.com, Ms. [redacted] filed a complaint with our Customer Solutions team on August 10, 2016. Notes from then case indicate that the vehicle sits for long periods of time, which cause the battery to drain. In order to properly test the battery, we will need the battery installed in the vehicle brought to the Auto Center so it and the charging system can be properly tested. If the battery is found to be defective, Sears Auto Center will take the appropriate action. That said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
September 14, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Lydia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’ rebuttal regarding her refrigerator performance.
We have reviewed Ms. [redacted]’ rebuttal and would like to note that her refrigerator was purchased on 2/20/11 and the warranty expired a year later on 2/27/12. We would like to further note that there were no repairs on the refrigerator and that any repairs needed at this time would be done at Ms. [redacted]’ expense. Ms. [redacted] purchased a new refrigerator rather than repair. That being said, because we value Ms. [redacted]’ patronage, we have processed a $50.00 gift card as a one-time customer courtesy. The gift card will be received in 7-10 business days to the address listed on this complaint. Because we have addressed Ms. [redacted]’ complaint, we have closed our files.
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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: the information provided by Sears was both inaccurate and made no attempt to rectify the matter. To begin with, we were given a time window in which a tech WOULD BE at our house. They can claim this is not a guarantee of service all that they want, but I don't know what else an appointment would be. Moreover, the tech WAS AT MY HOUSE. He pulled into my driveway, sat in his vehicle, and then left without ever having knocked on the door. He then proceeded to "cancel" the appointment to cover his own tracks. When Sears was confronted by the unprofessional and incompetent behavior of their technician, they made NO ATTEMPT to make the matter right by getting a tech out to fulfill the appointment in question. Instead, they offered an appointment almost two weeks later, and this was after I already waited two weeks for the first appointment. As a result of the unprofessional behavior, we had to get an emergency service from another appliance repair company, which costed us an additional $40.00 over what we had prepared to pay Sears. This cost was endured precisely because Sears neither kept their appointment, nor made the situation right. Moreover, while Sears did offer us $30.00 in store credit (as thought I want to do business with them again!), we have not received this weak and hardly adequate compensation, nor will it compensate for the additional charges we incurred with another company because of their incompetence.
Sincerely,
J[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Deborah D C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction with our customer service and...
repair for her dryer. It is unfortunate that we failed Ms. C[redacted] expectations with her scheduled repair. We value Ms. C[redacted] patronage, but 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, but we can assure Ms. C[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 the misinformation she received caused her any inconvenience. For customer satisfactions reasons we offered a one year extension on the Master Protection Agreement on Ms. C[redacted] washer and dryer which she accepted. We respectfully ask that this matter be closed, since we have repaired Ms. C[redacted] dryer and she has accepted the resolution offered. Again, we apologize to Ms. C[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, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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 service for his Kenmore Dryer. Upon receipt of Mr....
[redacted] complaint, we found that he had previously been in contact with Mr. Robert [redacted] in our escalated complaint department. Mr. [redacted] was able to set service for the dryer and that service was completed on February 13, 2017. Mr. [redacted] confirmed with Mr. [redacted] that the dryer was repaired. If Mr. [redacted] is still in need of assistance he need only contact Mr. [redacted] directly via email at [redacted] or by phone; [redacted] Since it is our understanding that Mr. [redacted] issue has been addressed 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]
August 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Scott [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted]’s expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Accordingly, we have decided to issue a full refund of $60.95 back to his Visa account. Mr. [redacted]’s credit should post to his account within 3 to 5 business days. 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 a full refund has been issued, 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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
March 3, 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] rebuttal to our response regarding her dissatisfaction with the multiple repairs on her dishwasher, and her request to return for a refund.
Upon receipt of Ms. [redacted] rebuttal stating that the dishwasher had stopped working again, we contacted her and offered her an in-warranty exchange. She accepted the offer and selected another model for the exchange. The exchange has been processed and we advised her that the installer will contact her to schedule the installation date. With that being said, since we have addressed the issue brought forth in Ms. [redacted] rebuttal we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 1, 2016
[redacted] Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted] rebuttal complaint regarding his dissatisfaction with the performance of the dishwasher and his allegation that the completed installation is not up to code.
We apologize for the delay in responding to this complaint. We forwarded this matter to our Installation Management team to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to complete the research. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted].
We apologize again 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]
February 16, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Gaylene S[redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding her microwave First, we...
would like to apologize to Ms. S[redacted] for failing her expectations in regard to her microwave. Upon researching Ms. S[redacted] complaint, we found that she was assisted by Shania F[redacted] with our escalated customer service group, Executive Member Services (EMS. Ms. F[redacted] assisted Ms. S[redacted] with receiving a replacement microwave. On February 15, 2018, Ms. F[redacted] confirmed with Ms. S[redacted] that the new microwave was working to her satisfaction. If Ms. S[redacted] has any further concerns she can reach Ms. F[redacted] at ([redacted] In the interim, as it is our understanding that Ms. S[redacted] is satisfied with the outcome of her complaint, we have closed our file. Again, we apologize to Ms. S[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
November 14, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Tiffany [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction...
that her dishwasher failed sooner than she expected.
We apologize that Ms. [redacted] dishwasher 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 dishwasher on November 30, 2013, and the manufacturer’s warranty expired a year after on November 12, 2014. We have researched Ms. [redacted] model# 66512783K310 and would like that there are no recalls or no known issues. That being said, any repairs at this point would need to be done at Ms. [redacted] expense. That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
Again, 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.
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
April 1, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with her GE range and her...
request for Sears to provide her with a refund. We apologize for the delay in responding to Ms. [redacted] concerns. Her issue really lies with **, the obligor of her warranty. We sold the range and Ms. [redacted] had 30 days in which a refund or exchange was an option. After that time, any issues would be directed to the holder of her warranty. Sears is not an authorized servicer and we did not provide any service on the range. This was arranged through **. If the range is not repairable then it would be [redacted] responsibility to provide Ms. [redacted] with a replacement or refund under the terms of her warranty. Of course if it is repairable, then the warrantor is not obligated to replace or refund it unless there have been an excessive amount of repairs under the warranty. With that said, since we have explained that Ms. [redacted] was past the point where a refund or exchange would have been an option through Sears so she was only entitled to receive a repair under her manufacturer’s warranty and it would have been [redacted] decision on how they wanted to proceed, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
April 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. First, we would like to apologize to...
[redacted] for failing his expectations when he contacted Sears Home Services to repair his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. Upon researching the terms of [redacted] manufacturer’s warranty, we confirmed that for five years the defective sealed refrigerant system will be repaired at no cost and for ten years, the compressor will be replaced at no charge. Therefore, [redacted] should not have been billed for the repair to his refrigerator. Accordingly, we contacted our Billing Department to request that the outstanding bill of $345.43 be cleared from our system. Senior Claims Recovery Clerk [redacted] responded on April 6, 2016, that the invoice was removed from our billing system; [redacted] should no longer receive any further bills dated after April 6th. Furthermore, we do not report these billing issues to the credit agencies, so [redacted] rating would not be adversely affected by this oversight. With that said, since we have corrected this billing error and zeroed out [redacted] invoice, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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,
Heidi [redacted]
August 29, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Dear Ms[redacted]We have completed the investigation of Ms. B[redacted] complaint regarding the recent purchase of an electric range.We would like to clarify that electric ranges do not have an extra adapter or connector that would make it possible to have a gas intake. We apologize in advance if Ms. B[redacted] was not informed or aware of this information. After reviewing Ms. B[redacted] complaint and our records, we contacted the Store’s Operation Support Associate Garrett S[redacted] and were informed that on August 10, 2017 a gas range was delivered to Ms. B[redacted] residence. As far as the missing credit for the first order, Mr. G[redacted] advised our office that on August 18, 2017 a credit in the original amount charged of $401.96 was issued back to the original form of payment. Since we were able to confirm that Ms. B[redacted] received her purchased gas range, 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
May 16, 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 the problems he encountered when he attempted to...
schedule service for his television.
It is unfortunate that we failed Mr. [redacted] expectations when he recently attempted to schedule a television repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We researched and discovered that due to a system glitch we were unable to schedule service in Mr. [redacted] area since the system was not providing available dates for service. We apologize that Mr. [redacted] was not contacted in order to manually schedule an appointment. According to our records, our technician was sent to assess Mr. [redacted] television on April 25, 2017. The unit was deemed non repairable due to a pixel issue and Mr. [redacted] was offered a replacement television under the terms of his protection agreement; Mr. [redacted] has made selection for the replacement. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
September 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94561853 - Frank [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the information he was given regarding charges when...
scheduling a service call that conflicted with the actual charges for repair.
We would like to clarify that it is not our practice to quote any specific labor charges over the phone beyond prices that we might give for tune-up specials or other maintenance packages. Otherwise, since we do not know until a technician examines the item exactly what the problem will be, we do not have any way to predict what the cost will be in advance. This means that there is not even any information on potential labor costs that is provided to the agents that schedule our service calls. We are not certain if the agent that day was confused on the question, or if Mr. [redacted] was confused on what was quoted; unfortunately the call was not available to listen to so we were unable to confirm either way exactly what was said.
With that said, there at least seems a reasonable doubt that Mr. [redacted] may have been given either wrong information or information that was not given clearly enough so that he understood we could not quote a labor charge for the service in question. As such, we were willing to refund him the difference between what he paid of $214.83, and what he would have paid if the information was correct, $147.83. Accordingly we have requested that our billing department send Mr. [redacted] a check for $67.00. This should send out within the next few business days and then arrive within 2-3 weeks after that. If he has not received the check by October 2, 2015, then he is welcome to contact me via email or phone. In the interim, since we have provided Mr. [redacted] with his requested resolution, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
October 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dishwasher. Our...
records show that Ms. [redacted] purchased her dishwasher on September 20, 2015. In accordance with Sears’ Return Policy, Ms. [redacted] had 30 days to return the dishwasher for a refund or an exchange. Now that more than a year has lapsed since the dishwasher was purchased, neither a refund nor an exchange is an option. While Ms. [redacted] carries a Master Protection Agreement (MPA) on the dishwasher, certain criteria must be met for a replacement; Ms. [redacted] has only had one qualifying repair completed to date, so a replacement cannot be considered. With that said, the repair to Ms. [redacted] dishwasher was completed on October 17, 2016, with the installation of a sensor and pump drain. If Ms. [redacted] still has concerns with the outer door cover, she can schedule another service call to address this cosmetic issue. In the interim, since Ms. [redacted] dishwasher has been repaired in accordance with the terms of her MPA, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 17, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the customer service provided...
by the store when he attempted to return the tractor he had just purchased.
Upon receipt of Mr. [redacted] complaint we reached out to [redacted], Store Manager for Store [redacted], to assist with Mr. [redacted] concern. Ms. [redacted] researched and discovered that the customer had not called the store, but had called delivery service when he had the problem with the tractor. Ms. [redacted] confirmed that the tractor had been returned to the store and a refund for the tractor was issued. On June 13, 2016 Ms. [redacted] contacted Mr. [redacted] and apologized for any inconvenience this may have caused. Ms. [redacted] also agreed to reimburse Mr. [redacted] for the [redacted] rental and he accepted the offer. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, 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]
[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]