July 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Marion L[redacted] Dear Ms. [redacted] We have completed our review of Ms. L[redacted] rebuttal complaint regarding her service experience and non-receipt of a gift card. As stated in our previous response, Sears does not make any promise that service will be provided within a certain time frame or date. On June 16, 2017, Sears Service did offer to reschedule however Ms. L[redacted] declined rescheduling and only accepted the gift card. Additionally, Sears Service made another attempt on June 17, 2017, to reschedule but were only able to leave a voicemail. It was not until June 19, 2017, when Ms. L[redacted] returned Sears’ call and requested service on the 20th or 21st. However, again at that point those dates were booked and unavailable. Our records show that Ms. L[redacted] decided to cancel the service request. We understand that Ms. L[redacted] dissatisfaction may cause a subsequent loss of sales for Sears and we do not take this lightly. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms. L[redacted] expectations. In reference to the gift card offer, our records show that the gift card was sent on June 16, 2017. Sears Corporate Gift Cards researched this matter and have re-processed the replacement gift card. The gift card will be mailed within 10 business days which means Ms. L[redacted] can expect to receive the card by July 20, 2017. We have noted Ms. L[redacted] comments and respectfully ask this complaint to be closed, pending the receipt of the new gift card. 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
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]
[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.
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Zsuzsanna [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding repairs to her Samsung washer. Ms. [redacted] washer is one of those that...
has been recalled for repair by Samsung. We recommend that Ms. [redacted] follow the instructions posted on Samsung’s web page. As a courtesy we have noted the link below. Samsung has options available to consumers whose washers are noted in the recall. https://pages.samsung.com/us/tlw/index.html Since Ms. [redacted] washer is affected by the recall, we are unable to further assist her and must refer her to Samsung. We apologize but we are unable to assist further, 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
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
Dear [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator that he feels is...
refurbished.
We have received Mr. [redacted] complaint and apologize for any confusion with regards to his refrigerator. Our appliances are all sold as brand new unless specifically sold as a used item. In Mr. [redacted] case, he purchased refrigerator item# [redacted] which is a brand new appliance. While we understand his concerns, we have no indication that his refrigerator was ever owned before as all evidence points to the contrary. We are happy to have a technician look at Mr. [redacted] refrigerator to which he agreed and states that he will call Sears when he is able to have someone at his home. That being said, because we have addressed Mr. [redacted] complaint, 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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding a
refund from Sears. When
I spoke with [redacted] and informed him that we would make an exception to our
return policy and allow him to return his washer, I explained that it can take
10/14 business days in which to receive his refund. That said the washer was
returned and checked into the warehouse on October 30, 2015. We expect [redacted] will receive his refund check early next week. Additionally, I have
asked [redacted] to contact me directly as I ‘am his single point of contact
for this issue, speaking with others who have no knowledge of the issue may
give him improper information. We truly apologize for the inconvenience and ask
that this complaint remain closed pending further contact. We apologize to [redacted] and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: The statements from Ms. [redacted] are false. The reason why I was forced to file a complaint with the Revdex.com is because I have left Ms. [redacted] 9 voicemail messages asking to speak with her regarding this situation and she never responded. The only time I have spoken with her was after filing this complaint.On the day of the carpet cleaning I reached out to the Sears Buffalo Grove office and left messages to speak with someone regarding this issue. I called every day starting Monday 10/17 until 10/21 when finaly Steve returned my call. He said that because my mom had agreed on the services and signed the invoce the only thing he could do is give me a credit of $200 for carpet cleaning services which I could use up to one year from now. He did not want to discount the price of the carpet cleaning that was done, the only option I had was to pay $568 and get these coupons to use on up to 4 rooms of carpet cleaning. I told him I did not want to pay the $568 because I had agreed on $241. He recommended I call Ms Rhonda [redacted], which I did every day practically and left her 9 voicemail messages asking her to call me to resolve this issue. The reason why I'm rejecting the offer of the credit is because it is first of all for services which, in all honesty I really don't want anyone from Sears in my home again, and the second reason is because they did not honor the contract/agreement they had with me. My name is on the invoice and so is my cell number which the service man called me on 1 hour prior to coming to my home. Why didn't he call me again and try to sell me $331 worth of carpet cleaning? Was it because it was easier to sell it to a 85 year old vulnerable elderly person with a slight language barrier?
Sincerely,
Maria [redacted]
Complaint: [redacted]
I am rejecting this response because:
I have been in touch with [redacted] We are trying to come to a resolution.
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears repaired my refrigerator on Oct. 20,2015. So far it seams to be working fine. It only took them a month and a half to fix it.
July 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]0-Robert [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]' complaint regarding his water heater.
Unfortunately, we do not have any...
installation providers in Mr. [redacted]' area currently and we have no process in place to pay one directly. Regrettably, this means Mr. [redacted] will have to make arrangements for installation herself. Currently, the replacement water heater is scheduled to arrive at the local Laurel store tomorrow and then arrangements are setup to deliver the unit to her home on Friday so Mr. [redacted] should have a new water heater shortly. Additionally, he was sent a check for the cost of our basic installation, which is $239.99 on June 24, 2015. Accordingly, we have fulfilled the terms of Mr. [redacted]' service contract. With that said, we are willing to make an additional concession to him if necessary in the interest of resolving this issue speedily as we know his water supply is affected. If Mr. [redacted] cannot find a plumber to provide basic installation for $240.00, we are willing to send him an additional check for up to $100.00 if he can provide a detailed, itemized invoice from the plumber. We want to make it clear that this is only if additional fees are required for basic installation, which consists of hooking the unit up to an existing power source, and that is all his service contract covers. No additional materials or labor needed to bring the unit up to local building codes would apply. Mr. [redacted] may fax any documents from the plumber to me at (512) [redacted] or they may also be emailed to me at Tammie.[redacted]@searshc.com. In light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal regarding a vacuum cleaner. Ms. [redacted] provided a sales check showing her vacuum was purchased from Sears on January 10, 2009. In 2009, Sears’ return policy was for 60 days, this means Ms. [redacted] was eligible to receive a refund until approximately March 8, 2009. We are now almost 8 years past the time Ms. [redacted] was eligible to receive a refund, therefore her request for a refund or replacement is denied. That said our file remains closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Mark T. C[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. C[redacted] complaint regarding his refrigerator repair....
It is regrettable that we failed Mr. C[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. C[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. C[redacted] for any inconvenience we may have caused Upon receiving Mr. C[redacted] complaint, we contacted the local service unit for assistance. Alicia with [redacted] subsequently spoke with Mr. C[redacted] on December 28, 2017, and she agreed to honor his request. An appointment has been scheduled for January 12, 2018; the part has been pre-ordered and the service order has been noted to waive the trip charge. With that said, since Mr. C[redacted] is being provided with his requested resolution, we ask that this matter be closed. Again, we apologize to Mr. C[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Manuel [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. After reviewing the notes in the order we found that Sears Online issued a refund of $93.65 on September 2, 2016, under return receipt number [redacted]. The remaining refund of $87.67 was processed today September 26, 2016, under return receipt number [redacted]. Mr. [redacted] can expect to receive a check in the mail within 7 to 10 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 provided and we have noted Mr. [redacted]’s concerns, 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 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]– Judy R[redacted] Dear [redacted] We have completed our investigation of Ms....
R[redacted] complaint regarding the haul away of her old appliances and her request to receive the transcript from her chat conversation. Whenever a member has concluded a chat, they are offered the opportunity to have the transcript sent to them at that point in time. After that, the information is not released to the member; it is proprietary information and only used for internal training purposes on our part. Ms. R[redacted] was speaking with Robert B[redacted] from our Executive Office and she confirmed that she had already received compensation in the amount of $300.00. Our basic delivery service does not include moving items to a different location and there is no process in place to provide such a service. That said, we will review the proprietary chat transcript and address as needed. In light of the aforementioned information, we have closed our file. We apologize to Ms. R[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] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Kathryn H [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint regarding her Samsung refrigerator. Upon receipt of Ms....
[redacted] complaint, we found that she had been approved for a replacement under the terms and conditions of her Master Protection agreement. Our records show that Kitchen Aid refrigerator Model # 106KRMF706ESS was delivered on November 5, 2016. We also show that Ms. [redacted] received the allotted food loss benefit under the terms and conditions of the Master Protection agreement. Since Ms. [redacted] refrigerator has been replaced and we have processed the allotted food loss benefit we have closed our 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
June 10, 2017 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding Sears Duct...
Cleaning. First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled a duct/furnace cleaning. Our records show that several attempts have been made to contact Ms. [redacted] to discuss her concerns; however, Ms. [redacted] has not responded to the voice mails. We value Ms. [redacted] patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call [redacted] at her convenience if she requires further assistance. In the interim, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
August 16, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Joshua D. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding her recent online order. It...
is unfortunate if we failed Mr. [redacted]’s expectations and we can understand his frustration with the series of events noted in his complaint. We can assure that his 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 show that Sears Online was able to issue a new gift card via UPS. We show that Mr. [redacted] contacted Sears on August 12, 2016, to have the gift card activated. 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 Mr. [redacted] has received the gift card in question, 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
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]
July 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Marion L[redacted] Dear Ms. [redacted] We have completed our review of Ms. L[redacted] rebuttal complaint regarding her service experience and non-receipt of a gift card. As stated in our previous response, Sears does not make any promise that service will be provided within a certain time frame or date. On June 16, 2017, Sears Service did offer to reschedule however Ms. L[redacted] declined rescheduling and only accepted the gift card. Additionally, Sears Service made another attempt on June 17, 2017, to reschedule but were only able to leave a voicemail. It was not until June 19, 2017, when Ms. L[redacted] returned Sears’ call and requested service on the 20th or 21st. However, again at that point those dates were booked and unavailable. Our records show that Ms. L[redacted] decided to cancel the service request. We understand that Ms. L[redacted] dissatisfaction may cause a subsequent loss of sales for Sears and we do not take this lightly. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms. L[redacted] expectations. In reference to the gift card offer, our records show that the gift card was sent on June 16, 2017. Sears Corporate Gift Cards researched this matter and have re-processed the replacement gift card. The gift card will be mailed within 10 business days which means Ms. L[redacted] can expect to receive the card by July 20, 2017. We have noted Ms. L[redacted] comments and respectfully ask this complaint to be closed, pending the receipt of the new gift card. 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
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]
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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Zsuzsanna [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding repairs to her Samsung washer. Ms. [redacted] washer is one of those that...
has been recalled for repair by Samsung. We recommend that Ms. [redacted] follow the instructions posted on Samsung’s web page. As a courtesy we have noted the link below. Samsung has options available to consumers whose washers are noted in the recall. https://pages.samsung.com/us/tlw/index.html Since Ms. [redacted] washer is affected by the recall, we are unable to further assist her and must refer her to Samsung. We apologize but we are unable to assist further, 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
May 11, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
Dear [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator that he feels is...
refurbished.
We have received Mr. [redacted] complaint and apologize for any confusion with regards to his refrigerator. Our appliances are all sold as brand new unless specifically sold as a used item. In Mr. [redacted] case, he purchased refrigerator item# [redacted] which is a brand new appliance. While we understand his concerns, we have no indication that his refrigerator was ever owned before as all evidence points to the contrary. We are happy to have a technician look at Mr. [redacted] refrigerator to which he agreed and states that he will call Sears when he is able to have someone at his home. That being said, because we have addressed Mr. [redacted] complaint, 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]
[redacted]
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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding a
refund from Sears. When
I spoke with [redacted] and informed him that we would make an exception to our
return policy and allow him to return his washer, I explained that it can take
10/14 business days in which to receive his refund. That said the washer was
returned and checked into the warehouse on October 30, 2015. We expect [redacted] will receive his refund check early next week. Additionally, I have
asked [redacted] to contact me directly as I ‘am his single point of contact
for this issue, speaking with others who have no knowledge of the issue may
give him improper information. We truly apologize for the inconvenience and ask
that this complaint remain closed pending further contact. We apologize to [redacted] and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: The statements from Ms. [redacted] are false. The reason why I was forced to file a complaint with the Revdex.com is because I have left Ms. [redacted] 9 voicemail messages asking to speak with her regarding this situation and she never responded. The only time I have spoken with her was after filing this complaint.On the day of the carpet cleaning I reached out to the Sears Buffalo Grove office and left messages to speak with someone regarding this issue. I called every day starting Monday 10/17 until 10/21 when finaly Steve returned my call. He said that because my mom had agreed on the services and signed the invoce the only thing he could do is give me a credit of $200 for carpet cleaning services which I could use up to one year from now. He did not want to discount the price of the carpet cleaning that was done, the only option I had was to pay $568 and get these coupons to use on up to 4 rooms of carpet cleaning. I told him I did not want to pay the $568 because I had agreed on $241. He recommended I call Ms Rhonda [redacted], which I did every day practically and left her 9 voicemail messages asking her to call me to resolve this issue. The reason why I'm rejecting the offer of the credit is because it is first of all for services which, in all honesty I really don't want anyone from Sears in my home again, and the second reason is because they did not honor the contract/agreement they had with me. My name is on the invoice and so is my cell number which the service man called me on 1 hour prior to coming to my home. Why didn't he call me again and try to sell me $331 worth of carpet cleaning? Was it because it was easier to sell it to a 85 year old vulnerable elderly person with a slight language barrier?
Sincerely,
Maria [redacted]
Complaint: [redacted]
I am rejecting this response because:
I have been in touch with [redacted] We are trying to come to a resolution.
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears repaired my refrigerator on Oct. 20,2015. So far it seams to be working fine. It only took them a month and a half to fix it.
July 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]0-Robert [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]' complaint regarding his water heater.
Unfortunately, we do not have any...
installation providers in Mr. [redacted]' area currently and we have no process in place to pay one directly. Regrettably, this means Mr. [redacted] will have to make arrangements for installation herself. Currently, the replacement water heater is scheduled to arrive at the local Laurel store tomorrow and then arrangements are setup to deliver the unit to her home on Friday so Mr. [redacted] should have a new water heater shortly. Additionally, he was sent a check for the cost of our basic installation, which is $239.99 on June 24, 2015. Accordingly, we have fulfilled the terms of Mr. [redacted]' service contract. With that said, we are willing to make an additional concession to him if necessary in the interest of resolving this issue speedily as we know his water supply is affected. If Mr. [redacted] cannot find a plumber to provide basic installation for $240.00, we are willing to send him an additional check for up to $100.00 if he can provide a detailed, itemized invoice from the plumber. We want to make it clear that this is only if additional fees are required for basic installation, which consists of hooking the unit up to an existing power source, and that is all his service contract covers. No additional materials or labor needed to bring the unit up to local building codes would apply. Mr. [redacted] may fax any documents from the plumber to me at (512) [redacted] or they may also be emailed to me at Tammie.[redacted]@searshc.com. In light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal regarding a vacuum cleaner. Ms. [redacted] provided a sales check showing her vacuum was purchased from Sears on January 10, 2009. In 2009, Sears’ return policy was for 60 days, this means Ms. [redacted] was eligible to receive a refund until approximately March 8, 2009. We are now almost 8 years past the time Ms. [redacted] was eligible to receive a refund, therefore her request for a refund or replacement is denied. That said our file remains closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Mark T. C[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. C[redacted] complaint regarding his refrigerator repair....
It is regrettable that we failed Mr. C[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. C[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. C[redacted] for any inconvenience we may have caused Upon receiving Mr. C[redacted] complaint, we contacted the local service unit for assistance. Alicia with [redacted] subsequently spoke with Mr. C[redacted] on December 28, 2017, and she agreed to honor his request. An appointment has been scheduled for January 12, 2018; the part has been pre-ordered and the service order has been noted to waive the trip charge. With that said, since Mr. C[redacted] is being provided with his requested resolution, we ask that this matter be closed. Again, we apologize to Mr. C[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Manuel [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. After reviewing the notes in the order we found that Sears Online issued a refund of $93.65 on September 2, 2016, under return receipt number [redacted]. The remaining refund of $87.67 was processed today September 26, 2016, under return receipt number [redacted]. Mr. [redacted] can expect to receive a check in the mail within 7 to 10 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 provided and we have noted Mr. [redacted]’s concerns, 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 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]– Judy R[redacted] Dear [redacted] We have completed our investigation of Ms....
R[redacted] complaint regarding the haul away of her old appliances and her request to receive the transcript from her chat conversation. Whenever a member has concluded a chat, they are offered the opportunity to have the transcript sent to them at that point in time. After that, the information is not released to the member; it is proprietary information and only used for internal training purposes on our part. Ms. R[redacted] was speaking with Robert B[redacted] from our Executive Office and she confirmed that she had already received compensation in the amount of $300.00. Our basic delivery service does not include moving items to a different location and there is no process in place to provide such a service. That said, we will review the proprietary chat transcript and address as needed. In light of the aforementioned information, we have closed our file. We apologize to Ms. R[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] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
Complaint: [redacted]
I am rejecting this response because they did not sufficiently address the issue.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Kathryn H [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint regarding her Samsung refrigerator. Upon receipt of Ms....
[redacted] complaint, we found that she had been approved for a replacement under the terms and conditions of her Master Protection agreement. Our records show that Kitchen Aid refrigerator Model # 106KRMF706ESS was delivered on November 5, 2016. We also show that Ms. [redacted] received the allotted food loss benefit under the terms and conditions of the Master Protection agreement. Since Ms. [redacted] refrigerator has been replaced and we have processed the allotted food loss benefit we have closed our 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
June 10, 2017 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding Sears Duct...
Cleaning. First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled a duct/furnace cleaning. Our records show that several attempts have been made to contact Ms. [redacted] to discuss her concerns; however, Ms. [redacted] has not responded to the voice mails. We value Ms. [redacted] patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call [redacted] at her convenience if she requires further assistance. In the interim, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
August 16, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Joshua D. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding her recent online order. It...
is unfortunate if we failed Mr. [redacted]’s expectations and we can understand his frustration with the series of events noted in his complaint. We can assure that his 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 show that Sears Online was able to issue a new gift card via UPS. We show that Mr. [redacted] contacted Sears on August 12, 2016, to have the gift card activated. 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 Mr. [redacted] has received the gift card in question, 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
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]