September 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal.
Once we received [redacted] rebuttal he was contacted by [redacted] the District Service Manager, he had [redacted] take his vehicle to the [redacted] Auto Center to check and review the work that was done. On Friday, September 18, 2015 [redacted] took his vehicle into the center and his rotors were resurfaced at no charge to him. As it is our understanding that this resolution was acceptable to [redacted] we have closed our case.
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]
[redacted]
Complaint: [redacted]
I am totally rejecting this response because:unilaterally Sears says the claim is closed as the say they sent it to their legal department. That closes it??? How?? I asked them to respond, or their legal department to do so, before this one week deadline, they did not,I heard absolutely nothing. This does not by any means close the claim satisfactorily!!!!! How/ why would it? I am also shocked, by the way, that when I address the Revdex.com, or what I think is the Revdex.com, it is actually an arm of Sears, manned by Sears employees. Someone needs to look into that!!!!
Sincerely,
Luisella [redacted]
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As we noted in our last response, the check in question was sent to Mr. [redacted] While we realize that Mr. [redacted] would probably like for us to keep his complaint open until he feels the matter is resolved by receiving the check if he has not done so, our agreement with the Revdex.com has time limits imposed upon our responses. In light of the aforementioned information, we respectfully ask that this matter be considered 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]) [redacted].[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[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,
Bonnie [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
December 8, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- Cathy N. B[redacted]...
Dear [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding the pricing of a recent store purchase. It was our understanding that Ms. B[redacted] was contacted by one of the assistant managers from her local store and a $50.00 gift card was offered, which she accepted. As such, we have closed our file. We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]
October 6, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Amanda P[redacted]Dear [redacted]We have completed the investigation of Ms. P[redacted] complaint regarding her customer service experience upon the delivery and install of her...
purchased dryer.After reviewing Ms. P[redacted] complaint and our records, we contacted our delivery department and were informed that the Warehouse Manager called Ms. P[redacted] September 24, 2017 regarding her delivery experience. The Warehouse Manager apologized to Ms. P[redacted] and offered her a $50.00 gift card for any inconvenience that this may have occurred which was accepted. As far as the internal investigation that is taken place, action has been taken to ensure that this does not occur to any our valued customers. We called Ms. P[redacted] on October 06, 2017 to follow up with her and she informed our office that her concerns have already been addressed. Based off Ms. P[redacted] response, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
[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]’s complaint regarding the repair of her...
mower.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to [redacted], Carry-In Customer Escalation Team Lead, who states the following:
I have spoken with Mr. [redacted] and explained I will not be refunding his money for the mower but we do owe him for the missing parts so I have ordered the parts and am having them shipped directly to him. That being said, because we have come to an agreed upon resolution, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Complaint: [redacted]
I am rejecting this response because: I in fact, did speak with customer service in person at the store on or around 6-14-16 trying to return the item, but received no assistance; again over the phone I spoke with a manager on or around 6-15-16 receiving approval for the return'; and again in person on or around 6-18-16.Therefore, I in fact made several attempts on the above dates and times to return the item within the policy, (which is not clearly stated on the receipt and basically covered up by other lettering on the receipt) however it was customer service who prevented the item from being returned timely for a full refund, through their rudeness, lack of concern for a customer, inability to provide proper information to a customer regarding returns and overall lack of customer service provided.Once again, I am and was well within the time frame of the policy, wherefore a refund for the item in fact should be granted/allowed, crediting the credit card used for purchasing the item. Item was purchased on or around 5-16-16....30 days 6-16-16...well within the first date and the approval over the phone by management. Customer service hindered company policy and failed to assist me in the return.
Sincerely,
[redacted]
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.
October 26, 2016
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted]
Via: 1st Class US Postage
Via email: [redacted]
Dear Ms. [redacted],
This letter serves to...
confirm that Sears Home Improvement Products, Inc. (SHIP) has been in contact with Ms. [redacted] SHIP has complied with numerous demands she set forth to resolve her complaints. SHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documents. To address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6th. The installers were running late due to heavy traffic, but kept in touch with Ms. [redacted] to advise her of their arrival time. Upon the installer’s arrival, Ms. [redacted] refused to allow them to complete the installation. This is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms. [redacted] while she allowed her dogs run them off the property.
Florida is a right to cure state and we have copious documentation to show our attempts to complete her installation. We also have copious amounts of documentation and notes to show that Ms. [redacted] has repeatedly refused and blocked any attempt to complete the 2 minor punch list items. Due to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bent. To reimburse her for these items, SHIP has sent a check via [redacted]/Signature required and she may repair those items at her leisure. This will substantially complete her contract with SHIP. Ms. [redacted] will be responsible for contacting the [redacted] Department upon completion of these items to inspect and finalize the permit.
At this time, we have concluded our investigation and we are closing our file. Thank you for your time, effort, and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted].
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [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]
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
March 14, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that a full refund has been issued with the final refund which was processed on March 1, 2017. For Ms. [redacted] records the return receipt numbers are [redacted]or $89.85 on January 26, 2017, [redacted] for $29.95 on February 25, 2017, and [redacted] for $551.08. Unfortunately, Sears is unable to honor Ms. [redacted] request for compensation for time off from work. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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
Complaint: [redacted]
I am rejecting this response because: they have not admitted that their technicians did not even attempt to fix the problem with my washer. They treated me as if I didn't know anything. Their lectures were not a fix.
Sincerely,
Eileen K[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
We are satisfied with the resolution of the complaint issue. Sears has negotiated a response which satisfies us.
Thank you for all your efforts.
Jimmie D. [redacted]
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]
November 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Larry [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and receipt of a partial refund for parts he returned to Sears Parts Direct. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears Parts Direct. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that we issued a refund of $208.01 to Mr. [redacted] Discover account on November 18, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
September 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal.
Once we received [redacted] rebuttal he was contacted by [redacted] the District Service Manager, he had [redacted] take his vehicle to the [redacted] Auto Center to check and review the work that was done. On Friday, September 18, 2015 [redacted] took his vehicle into the center and his rotors were resurfaced at no charge to him. As it is our understanding that this resolution was acceptable to [redacted] we have closed our case.
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]
[redacted]
Complaint: [redacted]
I am totally rejecting this response because:unilaterally Sears says the claim is closed as the say they sent it to their legal department. That closes it??? How?? I asked them to respond, or their legal department to do so, before this one week deadline, they did not,I heard absolutely nothing. This does not by any means close the claim satisfactorily!!!!! How/ why would it? I am also shocked, by the way, that when I address the Revdex.com, or what I think is the Revdex.com, it is actually an arm of Sears, manned by Sears employees. Someone needs to look into that!!!!
Sincerely,
Luisella [redacted]
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As we noted in our last response, the check in question was sent to Mr. [redacted] While we realize that Mr. [redacted] would probably like for us to keep his complaint open until he feels the matter is resolved by receiving the check if he has not done so, our agreement with the Revdex.com has time limits imposed upon our responses. In light of the aforementioned information, we respectfully ask that this matter be considered 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]) [redacted].[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[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,
Bonnie [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
December 8, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- Cathy N. B[redacted]...
Dear [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding the pricing of a recent store purchase. It was our understanding that Ms. B[redacted] was contacted by one of the assistant managers from her local store and a $50.00 gift card was offered, which she accepted. As such, we have closed our file. We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]
October 6, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Amanda P[redacted]Dear [redacted]We have completed the investigation of Ms. P[redacted] complaint regarding her customer service experience upon the delivery and install of her...
purchased dryer.After reviewing Ms. P[redacted] complaint and our records, we contacted our delivery department and were informed that the Warehouse Manager called Ms. P[redacted] September 24, 2017 regarding her delivery experience. The Warehouse Manager apologized to Ms. P[redacted] and offered her a $50.00 gift card for any inconvenience that this may have occurred which was accepted. As far as the internal investigation that is taken place, action has been taken to ensure that this does not occur to any our valued customers. We called Ms. P[redacted] on October 06, 2017 to follow up with her and she informed our office that her concerns have already been addressed. Based off Ms. P[redacted] response, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
May 23, 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]’s complaint regarding the repair of her...
mower.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to [redacted], Carry-In Customer Escalation Team Lead, who states the following:
I have spoken with Mr. [redacted] and explained I will not be refunding his money for the mower but we do owe him for the missing parts so I have ordered the parts and am having them shipped directly to him. That being said, because we have come to an agreed upon resolution, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I in fact, did speak with customer service in person at the store on or around 6-14-16 trying to return the item, but received no assistance; again over the phone I spoke with a manager on or around 6-15-16 receiving approval for the return'; and again in person on or around 6-18-16.Therefore, I in fact made several attempts on the above dates and times to return the item within the policy, (which is not clearly stated on the receipt and basically covered up by other lettering on the receipt) however it was customer service who prevented the item from being returned timely for a full refund, through their rudeness, lack of concern for a customer, inability to provide proper information to a customer regarding returns and overall lack of customer service provided.Once again, I am and was well within the time frame of the policy, wherefore a refund for the item in fact should be granted/allowed, crediting the credit card used for purchasing the item. Item was purchased on or around 5-16-16....30 days 6-16-16...well within the first date and the approval over the phone by management. Customer service hindered company policy and failed to assist me in the return.
Sincerely,
[redacted]
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
October 26, 2016
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted]
Via: 1st Class US Postage
Via email: [redacted]
Dear Ms. [redacted],
This letter serves to...
confirm that Sears Home Improvement Products, Inc. (SHIP) has been in contact with Ms. [redacted] SHIP has complied with numerous demands she set forth to resolve her complaints. SHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documents. To address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6th. The installers were running late due to heavy traffic, but kept in touch with Ms. [redacted] to advise her of their arrival time. Upon the installer’s arrival, Ms. [redacted] refused to allow them to complete the installation. This is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms. [redacted] while she allowed her dogs run them off the property.
Florida is a right to cure state and we have copious documentation to show our attempts to complete her installation. We also have copious amounts of documentation and notes to show that Ms. [redacted] has repeatedly refused and blocked any attempt to complete the 2 minor punch list items. Due to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bent. To reimburse her for these items, SHIP has sent a check via [redacted]/Signature required and she may repair those items at her leisure. This will substantially complete her contract with SHIP. Ms. [redacted] will be responsible for contacting the [redacted] Department upon completion of these items to inspect and finalize the permit.
At this time, we have concluded our investigation and we are closing our file. Thank you for your time, effort, and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted].
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [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]
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
March 14, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that a full refund has been issued with the final refund which was processed on March 1, 2017. For Ms. [redacted] records the return receipt numbers are [redacted]or $89.85 on January 26, 2017, [redacted] for $29.95 on February 25, 2017, and [redacted] for $551.08. Unfortunately, Sears is unable to honor Ms. [redacted] request for compensation for time off from work. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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
Complaint: [redacted]
I am rejecting this response because: they have not admitted that their technicians did not even attempt to fix the problem with my washer. They treated me as if I didn't know anything. Their lectures were not a fix.
Sincerely,
Eileen K[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
We are satisfied with the resolution of the complaint issue. Sears has negotiated a response which satisfies us.
Thank you for all your efforts.
Jimmie D. [redacted]
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]
November 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Larry [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and receipt of a partial refund for parts he returned to Sears Parts Direct. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears Parts Direct. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that we issued a refund of $208.01 to Mr. [redacted] Discover account on November 18, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]