March 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator It is regrettable that we failed Ms [redacted] expectations in regard to the refrigerator she purchased in July of from her local dealer storeWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon researching Ms [redacted] concerns, we found notes in her last service order indicating that the store of purchase was replacing her refrigeratorWe subsequently spoke with Store Manager [redacted] on March 24, 2017, and he confirmed that a new refrigerator has already been delivered to Ms [redacted] With that said, since Ms [redacted] has been provided with the replacement refrigerator she requested, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding her request for a refund for an air conditioner she purchased from a marketplace seller hosted on the Sears website It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with a seller hosted on the sears.com websiteWe value her patronage and can assure her that her concerns have been forwarded to management for review It appears that although the seller did make attempts to reach Ms [redacted] to assist in resolving her concern, she did not speak with them Instead our records indicate that Sears received notification of a credit dispute from Ms [redacted] credit provider The original charge was reversed by the credit provider, which Sears agreed to allow Therefore, Ms [redacted] will not see a separate refund, since her account has already been credited the original charge amount Ms [redacted] is welcome to reply to the emails she has received from the seller or sears.com if she has any further questions about this issue Since an equitable resolution has been provided, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the delay she encountered in having her refrigerator repairedWe apologize that we overlooked responding to Ms [redacted] issue since we did assist with this back in JulyWhen we initially received her complaint the local service unit was able to move up her repair to July 11thWhen she contacted the Revdex.com again to indicate that the repair did not resolve the issue completely and she had now been scheduled into August for a return visit, we returned on July 27th and found there was one more area that needed to be resealed that was letting air into the refrigeratorMs [redacted] has not contacted us since then so it is our understanding that this finally corrected the issue with her refrigerator; as such, we have closed our fileWe 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 concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana.S [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Ms[redacted] complaint regarding her refrigerator After reviewing the complaint filed by Ms[redacted] , I reached out to her via email and offered to process an in warranty replacement of her refrigeratorThat said, a new Kenmore refrigerator has been ordered and is scheduled to be delivered to Ms[redacted] home on Wednesday, September 30, Moving forward, if Ms[redacted] has any additional concerns, she can email me as she has my email addressSince it is my understanding that Ms[redacted] was satisfied with the actions taken to resolve her complaint, we ask that this complaint be closed We apologize to Ms[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from SearsThey offered me a new refrigerator and had it delivered the next dayI was very pleased with the outcome
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of his sears.com order It is unfortunate that we failed [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that [redacted] order was delivered by [redacted] on April 28, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed since we have noted [redacted] comments and his order has been fulfilled We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
(The consumer indicated he/she ACCEPTED the response from the business.) At this point my wife and I are now some-what satisfied with our machine being fixedEven tho Sears response to our complaint was in a timely and efficient manner, we are still not pleased with the customer service we received over the phoneWe are happy to be at home washing our laundry and having life back to as beforeThank you Revdex.com for acting on our behalfWe really appreciate your businessAs for my wife and I, this issue is now complete
Complaint: [redacted] I am rejecting this response because: I was out of the money I paid for over a month and patiently waited for the arrival of the microwaveWhat did I gain from shopping with Sears? Not a thingSo I received my money back finally and finally was recredited for my points yet still no microwaveMy experience with Sears has been below customer satisfaction standardsI still am requesting a comparable item to be sold in exchange for the hassle of this experience Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The Sears letter was non-responsive They mentioned washer parts that could create snags, but that was never the issue, it was clothing stretched out in the wash cycle Furthermore, I explained to the technician and other reps on the phone that I did NOT overload the washer, and I used the gentle cycle To requote my letter regarding the technician's second unproductive visit: For the stretched out clothing, we reviewed how to load the washer and use the settings I had been doing all properly He said if that’s the case, then the stretching is probably happening in the agitation cycle, and I should use gentler cycles than the clothing labels suggest I tried that later, but then my clothes came out dirtyI have a washer that doesn’t clean clothesMy letter has more details, and it is perfectly clear The proof it doesn't work is my stretched out clothes, but it is not possible to attach them! Sincerely, [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Michael S [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s complaint regarding the service on his refrigerator After reviewing the service history and discussing the issue with Mr [redacted] we have authorized a replacement of the refrigerator under the first days of the Sears Home WarrantyMr [redacted] has been informed of this offer and has been provided with the necessary information to select a new refrigeratorMr [redacted] has been provided with my direct contact informationSince it was our understanding that this resolution met with Mr [redacted] approval, we have closed our file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[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 acceptable to me if not satisfactoryI hope they discover how to avoid something like this happening to another customer Sincerely, Dustin ***
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding his missing refund According to our local Auto Center Manager, both sets of tires, but Mr [redacted] called to say he wanted to cancel the orderThat said, a full refund has been issued to Mr [redacted] accountWe apologize for the delay and ask that he allow 3-business days for it to reflect on his accountSince we have made Mr [redacted] whole, we have closed our file We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: I was offered 94.50, so I have no idea where this is coming fromAnd it wasn't for the battery it was a partial refund from the trampoline I bought from them like months ago I appreciate their response, but I would appreciate the truth Sincerely, [redacted]
January 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] J [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the service provide on her vehicle and the charges she incurred for unnecessary work performed Upon receipt of Ms [redacted] complaint we reached out to [redacted] , Auto Center Manager at Store ***, to assist with her complaintMr [redacted] confirmed that Ms [redacted] brought in her vehicle because it had trouble startingThe technician assessed the vehicle and found the low voltage in batteryHe proceeded to test the electrical and found the alternator was not chargingAs clarification, a bad alternator will cause the battery to drainAlso, as standard procedure, when any vehicle is brought in for a repair, the auto center will run a general inspection as a preventive maintenance check for the consumerDuring the inspection, the technician found that the engine had a misfire and wasn't running smoothWe would like to note that the misfiring issue is not related to the charging systemThe technician documented on the work order that a tuwas needed to fix the misfiring issue; a tuis needed every 30k miles based on manufacture’s recommendationsMs [redacted] was informed about the bad alternator and recharging the battery; and she approved the repairRegrettably, Ms [redacted] was not informed that the vehicle also needed a tune-up When the repair was completed, the engine would crank but it still would not startMs [redacted] was informed that the technician had recommended a tune-upShe was advised that even after the tuwas completed there was no guarantee that it would fix the starting problemHer husband mentioned that the vehicle had not had a tuperformed in a very long timeSince we had failed to inform Ms [redacted] about the recommended tuwhen she approved the initial estimate, Mr [redacted] offered the tuat a 50% discount; Ms [redacted] approved the tuon her vehicleMr [redacted] monitored the tuand noticed that the spark plugs were extremely worn outUnfortunately, while the technician was working on the spark plugs the manifold cracked when he was torqueing per specificationsA manifold was ordered and replaced at no charge to Ms***When the tune up was completed the vehicle still had a problem starting Since the alternator was bad when the vehicle came in, it was determined that it may have caused the battery to weakenDue to the inconvenience caused by the cracked manifold issue, Mr [redacted] authorized to replace the battery at no additional charge to Ms***After installing the battery, the vehicle would start but only after several attemptsMs [redacted] made it clear that she could not invest any more moneyMr [redacted] stated that they ran a live data with a Snscan tool and it had the correct fuel pressure and fuel trim, all within specificationsThe technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issuesTherefore, Mr [redacted] recommended that Ms***er take the vehicle to the dealer to fix the electrical issue At this point, Ms [redacted] has been charged for the replacement of the alternator and the tu(at a discounted price), which were both definitely needed and she approvedThe battery was provided at no charge for the huge inconvenience of the manifolds crackingMr [redacted] communicated to Mr [redacted] the details of the services performed and he understood that the vehicle had more than one issue when it came inAs far as Mrs [redacted] request for a refund is concerned, we did not find that this was warrantedWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] [redacted] @searshc.com
July 14, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-reference fileWe appreciate the opportunity to address the customer's concernsSHIP is dedicated to its customers and to their overall satisfaction with any and all installations performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner Pursuant to Ms [redacted] 's complaint, on July 12, I spoke with Ms [redacted] and explained that SHIP would be reimbursing her the service fee in questionOn July 13, I confirmed that the credit card was issued a credit and Ms [redacted] will be able to call her credit card company and confirm the credit At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any inconveniences she may have experiencedIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
June 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] * [redacted] Dear Ms [redacted] We have completed our review of Ms [redacted] rebuttal complaint regarding her recent online order refund After reviewing Ms [redacted] rebuttal complaint, we confirmed the refund amount she was shortedAccordingly, we have processed a credit of $back to her [redacted] account which will post within to business daysWe are always concerned when one of our members has a less than satisfactory experience, and can only apologize that we failed her expectationsWe understand this can be a subsequent loss of sales and we do not take this lightlyAgain, we forwarded this matter to the appropriate management to investigate 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
(The consumer indicated he/she ACCEPTED the response from the business.) I accept their response, however a $gift card does not satisfy our customer being without hot water for almost weeksI will never purchase an appliance from Sears EVER again for the plain and simple fact that their customer service is horrible- to make a family live without hot water for almost weeks and not seeing the urgency in the matterI understand the address confusion, but that's not what frustrates me
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joanne [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services has approved the replacement of Ms [redacted] ’s refrigeratorAll Ms [redacted] needs to do is go to her local Sears store and advise her sales person that her refrigerator has been approved for replacementSears will cover haul away, delivery and hook up of the new unitSince we have approved Ms [redacted] ’s refrigerator for replacement, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
December 4, [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of M [redacted] complaint regarding his recent purchase.We have spoken with M [redacted] regarding this issue and he has indicated that he was able to have a family member connect the range for himWe offered to send M [redacted] a $gift card as a courtesy and he acceptedHe should receive the e-gift card within business daysWe want to assure M [redacted] that we have reviewed his situation and we will forward the matter the appropriate partiesSince M [redacted] indicated that this resolution met with his approval, we respectfully ask that this matter be considered closedWe apologize to M [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:I did explain in my initial complaint that the refrigerator was purchased in November I provided SEARS with a proof of sale and in the booklet that I was given with my refrigerator I have years from the date of sale a warranty "against defects in material or workmanshipNew system components will be supplied for defective ones free of charge." Pgof my manual.The compressor was installed on July 24, and I wrote the technician that did the service a check for The technicians take a picture of the check with a device they are givenThe device was not working so this is what is meant by it "didn't pass." I offered him the hard copy of the check and he told me he could not accept itDuring the same visit he discovered that the ice maker and water maker was not functioning even though he placed a new filter in the refrigeratorHe told me that SEARS would bill me for the $and I told him that since he discovered that the refrigerator was not working before he left that it would have to be in complete working order before I paid for the service He told me that he would order the part and an appointment was made for August 8, I received a call from a SEARS representative wanting to respond to my Revdex.com claimI told her that my refrigerator was not repaired yet and that an appointment was rescheduled and the technician told me that he would order the part She did not see anything in her system to show that the part had been orderedShe offered me an appointment on August 1, and told me she would contact the technician and call me back I did not hear from her so I called her back todayI told her that to have an appointment to install a part that had not been ordered would not work for meShe agreed and said she would be in touch She did call me back and told me that she could not order the part because she cannot make a 1-call and the technician did not order the partShe suggested that I order the partIn the past all parts have been ordered by SEARS.It has now been nearly months (my first visit was on June 5th) with out my refrigerator being fully functioningIt is unfortunate that the response you were given to this claim included erroneous information and implied that my check did not pass, due to me which is falseI first contacted SEARS on May 30, and from the date of my first visit June 5th to July 24th, I did not have a way to store or keep my food cold or frozenThis is the reason that I think that my remaining balance should be cancelledI know that this situation is atypical and has not been handled properly from the beginningSEARS is not standing by their product or extending standard customer service Sincerely, Carla L**
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ Contact Name and Title: [redacted] October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] We have completed our investigation Ms[redacted] complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigeratorAfter reviewing the notes from Ms[redacted] service orders, our office authorized an exceptional parts warranty exchangeMs [redacted] was subsequently provided with a credit of $2,to use towards the purchase of a new refrigerator from SearsOur records show that she selected a new unit on October 13, 2015, and received delivery on October 15, With that said, since an equitable resolution has been provided for Ms [redacted] , we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the response that Sears Holding Corporation has providedThey reviewed, offered, and followed through with a resolution in a quick timely matterA new replacement refrigerator was ordered, delivered, and installed within a few days of them reviewing the caseI'm satisfied with the outcome of this case and now consider it closed
March 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator It is regrettable that we failed Ms [redacted] expectations in regard to the refrigerator she purchased in July of from her local dealer storeWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon researching Ms [redacted] concerns, we found notes in her last service order indicating that the store of purchase was replacing her refrigeratorWe subsequently spoke with Store Manager [redacted] on March 24, 2017, and he confirmed that a new refrigerator has already been delivered to Ms [redacted] With that said, since Ms [redacted] has been provided with the replacement refrigerator she requested, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding her request for a refund for an air conditioner she purchased from a marketplace seller hosted on the Sears website It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with a seller hosted on the sears.com websiteWe value her patronage and can assure her that her concerns have been forwarded to management for review It appears that although the seller did make attempts to reach Ms [redacted] to assist in resolving her concern, she did not speak with them Instead our records indicate that Sears received notification of a credit dispute from Ms [redacted] credit provider The original charge was reversed by the credit provider, which Sears agreed to allow Therefore, Ms [redacted] will not see a separate refund, since her account has already been credited the original charge amount Ms [redacted] is welcome to reply to the emails she has received from the seller or sears.com if she has any further questions about this issue Since an equitable resolution has been provided, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the delay she encountered in having her refrigerator repairedWe apologize that we overlooked responding to Ms [redacted] issue since we did assist with this back in JulyWhen we initially received her complaint the local service unit was able to move up her repair to July 11thWhen she contacted the Revdex.com again to indicate that the repair did not resolve the issue completely and she had now been scheduled into August for a return visit, we returned on July 27th and found there was one more area that needed to be resealed that was letting air into the refrigeratorMs [redacted] has not contacted us since then so it is our understanding that this finally corrected the issue with her refrigerator; as such, we have closed our fileWe 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 concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana.S [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Ms[redacted] complaint regarding her refrigerator After reviewing the complaint filed by Ms[redacted] , I reached out to her via email and offered to process an in warranty replacement of her refrigeratorThat said, a new Kenmore refrigerator has been ordered and is scheduled to be delivered to Ms[redacted] home on Wednesday, September 30, Moving forward, if Ms[redacted] has any additional concerns, she can email me as she has my email addressSince it is my understanding that Ms[redacted] was satisfied with the actions taken to resolve her complaint, we ask that this complaint be closed We apologize to Ms[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from SearsThey offered me a new refrigerator and had it delivered the next dayI was very pleased with the outcome
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of his sears.com order It is unfortunate that we failed [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that [redacted] order was delivered by [redacted] on April 28, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed since we have noted [redacted] comments and his order has been fulfilled We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
(The consumer indicated he/she ACCEPTED the response from the business.) At this point my wife and I are now some-what satisfied with our machine being fixedEven tho Sears response to our complaint was in a timely and efficient manner, we are still not pleased with the customer service we received over the phoneWe are happy to be at home washing our laundry and having life back to as beforeThank you Revdex.com for acting on our behalfWe really appreciate your businessAs for my wife and I, this issue is now complete
Complaint: [redacted] I am rejecting this response because: I was out of the money I paid for over a month and patiently waited for the arrival of the microwaveWhat did I gain from shopping with Sears? Not a thingSo I received my money back finally and finally was recredited for my points yet still no microwaveMy experience with Sears has been below customer satisfaction standardsI still am requesting a comparable item to be sold in exchange for the hassle of this experience Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The Sears letter was non-responsive They mentioned washer parts that could create snags, but that was never the issue, it was clothing stretched out in the wash cycle Furthermore, I explained to the technician and other reps on the phone that I did NOT overload the washer, and I used the gentle cycle To requote my letter regarding the technician's second unproductive visit: For the stretched out clothing, we reviewed how to load the washer and use the settings I had been doing all properly He said if that’s the case, then the stretching is probably happening in the agitation cycle, and I should use gentler cycles than the clothing labels suggest I tried that later, but then my clothes came out dirtyI have a washer that doesn’t clean clothesMy letter has more details, and it is perfectly clear The proof it doesn't work is my stretched out clothes, but it is not possible to attach them! Sincerely, [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Michael S [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s complaint regarding the service on his refrigerator After reviewing the service history and discussing the issue with Mr [redacted] we have authorized a replacement of the refrigerator under the first days of the Sears Home WarrantyMr [redacted] has been informed of this offer and has been provided with the necessary information to select a new refrigeratorMr [redacted] has been provided with my direct contact informationSince it was our understanding that this resolution met with Mr [redacted] approval, we have closed our file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[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 acceptable to me if not satisfactoryI hope they discover how to avoid something like this happening to another customer Sincerely, Dustin ***
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding his missing refund According to our local Auto Center Manager, both sets of tires, but Mr [redacted] called to say he wanted to cancel the orderThat said, a full refund has been issued to Mr [redacted] accountWe apologize for the delay and ask that he allow 3-business days for it to reflect on his accountSince we have made Mr [redacted] whole, we have closed our file We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: I was offered 94.50, so I have no idea where this is coming fromAnd it wasn't for the battery it was a partial refund from the trampoline I bought from them like months ago I appreciate their response, but I would appreciate the truth Sincerely, [redacted]
January 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] J [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the service provide on her vehicle and the charges she incurred for unnecessary work performed Upon receipt of Ms [redacted] complaint we reached out to [redacted] , Auto Center Manager at Store ***, to assist with her complaintMr [redacted] confirmed that Ms [redacted] brought in her vehicle because it had trouble startingThe technician assessed the vehicle and found the low voltage in batteryHe proceeded to test the electrical and found the alternator was not chargingAs clarification, a bad alternator will cause the battery to drainAlso, as standard procedure, when any vehicle is brought in for a repair, the auto center will run a general inspection as a preventive maintenance check for the consumerDuring the inspection, the technician found that the engine had a misfire and wasn't running smoothWe would like to note that the misfiring issue is not related to the charging systemThe technician documented on the work order that a tuwas needed to fix the misfiring issue; a tuis needed every 30k miles based on manufacture’s recommendationsMs [redacted] was informed about the bad alternator and recharging the battery; and she approved the repairRegrettably, Ms [redacted] was not informed that the vehicle also needed a tune-up When the repair was completed, the engine would crank but it still would not startMs [redacted] was informed that the technician had recommended a tune-upShe was advised that even after the tuwas completed there was no guarantee that it would fix the starting problemHer husband mentioned that the vehicle had not had a tuperformed in a very long timeSince we had failed to inform Ms [redacted] about the recommended tuwhen she approved the initial estimate, Mr [redacted] offered the tuat a 50% discount; Ms [redacted] approved the tuon her vehicleMr [redacted] monitored the tuand noticed that the spark plugs were extremely worn outUnfortunately, while the technician was working on the spark plugs the manifold cracked when he was torqueing per specificationsA manifold was ordered and replaced at no charge to Ms***When the tune up was completed the vehicle still had a problem starting Since the alternator was bad when the vehicle came in, it was determined that it may have caused the battery to weakenDue to the inconvenience caused by the cracked manifold issue, Mr [redacted] authorized to replace the battery at no additional charge to Ms***After installing the battery, the vehicle would start but only after several attemptsMs [redacted] made it clear that she could not invest any more moneyMr [redacted] stated that they ran a live data with a Snscan tool and it had the correct fuel pressure and fuel trim, all within specificationsThe technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issuesTherefore, Mr [redacted] recommended that Ms***er take the vehicle to the dealer to fix the electrical issue At this point, Ms [redacted] has been charged for the replacement of the alternator and the tu(at a discounted price), which were both definitely needed and she approvedThe battery was provided at no charge for the huge inconvenience of the manifolds crackingMr [redacted] communicated to Mr [redacted] the details of the services performed and he understood that the vehicle had more than one issue when it came inAs far as Mrs [redacted] request for a refund is concerned, we did not find that this was warrantedWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] [redacted] @searshc.com
July 14, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-reference fileWe appreciate the opportunity to address the customer's concernsSHIP is dedicated to its customers and to their overall satisfaction with any and all installations performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner Pursuant to Ms [redacted] 's complaint, on July 12, I spoke with Ms [redacted] and explained that SHIP would be reimbursing her the service fee in questionOn July 13, I confirmed that the credit card was issued a credit and Ms [redacted] will be able to call her credit card company and confirm the credit At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any inconveniences she may have experiencedIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
June 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] * [redacted] Dear Ms [redacted] We have completed our review of Ms [redacted] rebuttal complaint regarding her recent online order refund After reviewing Ms [redacted] rebuttal complaint, we confirmed the refund amount she was shortedAccordingly, we have processed a credit of $back to her [redacted] account which will post within to business daysWe are always concerned when one of our members has a less than satisfactory experience, and can only apologize that we failed her expectationsWe understand this can be a subsequent loss of sales and we do not take this lightlyAgain, we forwarded this matter to the appropriate management to investigate 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
(The consumer indicated he/she ACCEPTED the response from the business.) I accept their response, however a $gift card does not satisfy our customer being without hot water for almost weeksI will never purchase an appliance from Sears EVER again for the plain and simple fact that their customer service is horrible- to make a family live without hot water for almost weeks and not seeing the urgency in the matterI understand the address confusion, but that's not what frustrates me
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joanne [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services has approved the replacement of Ms [redacted] ’s refrigeratorAll Ms [redacted] needs to do is go to her local Sears store and advise her sales person that her refrigerator has been approved for replacementSears will cover haul away, delivery and hook up of the new unitSince we have approved Ms [redacted] ’s refrigerator for replacement, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
December 4, [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of M [redacted] complaint regarding his recent purchase.We have spoken with M [redacted] regarding this issue and he has indicated that he was able to have a family member connect the range for himWe offered to send M [redacted] a $gift card as a courtesy and he acceptedHe should receive the e-gift card within business daysWe want to assure M [redacted] that we have reviewed his situation and we will forward the matter the appropriate partiesSince M [redacted] indicated that this resolution met with his approval, we respectfully ask that this matter be considered closedWe apologize to M [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:I did explain in my initial complaint that the refrigerator was purchased in November I provided SEARS with a proof of sale and in the booklet that I was given with my refrigerator I have years from the date of sale a warranty "against defects in material or workmanshipNew system components will be supplied for defective ones free of charge." Pgof my manual.The compressor was installed on July 24, and I wrote the technician that did the service a check for The technicians take a picture of the check with a device they are givenThe device was not working so this is what is meant by it "didn't pass." I offered him the hard copy of the check and he told me he could not accept itDuring the same visit he discovered that the ice maker and water maker was not functioning even though he placed a new filter in the refrigeratorHe told me that SEARS would bill me for the $and I told him that since he discovered that the refrigerator was not working before he left that it would have to be in complete working order before I paid for the service He told me that he would order the part and an appointment was made for August 8, I received a call from a SEARS representative wanting to respond to my Revdex.com claimI told her that my refrigerator was not repaired yet and that an appointment was rescheduled and the technician told me that he would order the part She did not see anything in her system to show that the part had been orderedShe offered me an appointment on August 1, and told me she would contact the technician and call me back I did not hear from her so I called her back todayI told her that to have an appointment to install a part that had not been ordered would not work for meShe agreed and said she would be in touch She did call me back and told me that she could not order the part because she cannot make a 1-call and the technician did not order the partShe suggested that I order the partIn the past all parts have been ordered by SEARS.It has now been nearly months (my first visit was on June 5th) with out my refrigerator being fully functioningIt is unfortunate that the response you were given to this claim included erroneous information and implied that my check did not pass, due to me which is falseI first contacted SEARS on May 30, and from the date of my first visit June 5th to July 24th, I did not have a way to store or keep my food cold or frozenThis is the reason that I think that my remaining balance should be cancelledI know that this situation is atypical and has not been handled properly from the beginningSEARS is not standing by their product or extending standard customer service Sincerely, Carla L**
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ Contact Name and Title: [redacted] October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] We have completed our investigation Ms[redacted] complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigeratorAfter reviewing the notes from Ms[redacted] service orders, our office authorized an exceptional parts warranty exchangeMs [redacted] was subsequently provided with a credit of $2,to use towards the purchase of a new refrigerator from SearsOur records show that she selected a new unit on October 13, 2015, and received delivery on October 15, With that said, since an equitable resolution has been provided for Ms [redacted] , we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the response that Sears Holding Corporation has providedThey reviewed, offered, and followed through with a resolution in a quick timely matterA new replacement refrigerator was ordered, delivered, and installed within a few days of them reviewing the caseI'm satisfied with the outcome of this case and now consider it closed