Initial Business Response /* (1000, 5, 2015/09/22) */
Contact Name and Title: [redacted]
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]
Dear...
Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with the multiple repair attempts on her refrigerator.
Upon receiving Ms. [redacted]'s complaint, we have reviewed her service history and can understand why she is frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Ms. [redacted]'s refrigerator is covered under a Master Protection Agreement (MPA) and under its terms and conditions, is eligible to receive a replacement if the refrigerator is not repairable, if the unit costs more to repair than it is worth, or if it has had 4 functional failures within a calendar year. At this time, the refrigerator has had 2 functional failures and is currently scheduled for repair on September 24, 2015. Because we value Ms. [redacted]'s patronage, we have scheduled a lead technician to come to her home to assess her unit. Unfortunately, a replacement is not an option at this time as she does not have 4 functional failures. That being said, because we are in the process of repairing Ms. [redacted]'s refrigerator, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears is requesting to close the complaint because they are in the process of repairing. Please, I beg of you - do not close the complaint. This is the whole problem, Sears just keeps on sending out technicians, and they keep on ordering and replacing parts, but they don't repair the refrigerator. The refrigerator has not worked since August 10, 2015. It is now September 23, 2015, that's over 6 weeks that the refrigerator has not worked. Sears has been out a total of 5 visits. At this time, parts and labor are over $3,000. I purchased the refrigerator for $3,200., it qualifies to be replaced. I just need Sears to replace the refrigerator, its a lemon. This situation is out of control. I have missed numerous days from work in order to be home for the visits. I am now waiting for another service visit right now. While they scheduled me for 9/22/15, I received a phone call from Sears telling me that they are sending out a senior technician out today 9/23/15, between X:XX - X:XX a.m., and to disregard the email of the previous appointment. I received another email informing me that the appointment is scheduled for 9/24/15 in the afternoon. I contacted Sears to figure out the confusion, they tell me that the appointment is for today, 9/23/15 between 8:00 and 9:00 a.m. It is now 9:16 a.m., and I am waiting for the visit. I just contacted Sears, because no one is here yet. They are now telling me that he will be here at 10:00 a.m. This is a circus, I'm very frustrated and stressed over this situation. It is affecting me negatively and I don't know where to turn at this point. Please do not close the complaint, this is the only way I can seek assistance to my problem.
Final Business Response /* (4000, 10, 2015/09/25) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@searshc.com
September 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s rebuttal regarding her dissatisfaction with the multiple repair attempts on her refrigerator.
We have received Ms. [redacted]'s rebuttal and apologize that she is frustrated with her experience. We had a lead technician come to Ms. [redacted]'s home on September 23, 2015 and several parts have been ordered to repair the refrigerator. The parts are scheduled to be installed on September 30, 2015. Should Ms. [redacted]'s refrigerator not work once the parts are installed, we will replace the unit at that time. Under the terms of her Master Protection Agreement (MPA), she does not currently qualify for a replacement which is why we need to try to repair the refrigerator one more time. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted] case we do apologize that we failed her expectations, but we feel that repairing her refrigerator and offering to replace the unit should it fail again while it is still covered under its MPA is relative to the circumstances and our decision is final.
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 Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com
Final Consumer Response /* (2000, 12, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Two (2) repair technicians came today, Wed., 9/30/15, to replace the parts that were ordered last week. After the work performed today, the refrigerator is still not working. The technician placed a sticker on the refrigerator, stating "Replacement Audit Tag", indicating "Not Repairable" and "Scrap Product". The technician told me that Sears will contact me and left. I am waiting to hear from Sears.
August 28, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] [redacted]Dear Ms. [redacted]We have completed the investigation of Ms. K[redacted] complaint regard[redacted] the mattress set that she purchased on July 11, 2017.We would like to clarify...
that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves tak[redacted] specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. K[redacted] case, our records show that as a onetime courtesy, the store processed a pick-up with no fees for Ms. K[redacted] since she was hav[redacted] medical issues. Our records also show that he pick up was processed and completed on August 26, 2017. Since we were able to provide Ms. K[redacted] her desired resolution, 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 Hold[redacted]s Corporation O: [redacted]F: [redacted] imx integrated member experience
Complaint:
I am rejecting this response because: Either Ms [redacted] or her colleague is lying. Either way, Sears is being deceptive in their advertising.
Sincerely,
Joanna [redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of M[redacted]s complaint regarding issues
surrounding a purchased from Sears Outlet. I
had the pleasure of speaking...
with [redacted]r this morning and he confirmed
that he was aware that the local Outlet center has processed a refund for his
returned refrigerator. Additionally, I was informed that Sears Home Services
was billing him for services on his refrigerator. There should not be any
charges incurred by [redacted]r, the unit was under warranty when it was
services, therefore no fund were due. I have contacted the local service
department as well as our data control center and will have this billing
concern addressed as soon as possible. [redacted]r has my email address as well
as my office number and I have invited him to contact me in the event he has
any additional concerns. That said we ask that this complaint be closed. We apologize to [redacted]r 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 SpecialistSears
Holdings Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: The purchase was done thru a layaway plan Online and picked up in store. The item was picked up December 12th, However in the state of Maryland that is when there is snow on the ground this item was purchased as a Christmas gift. If it's during the winter the bike can not be used. So that is correct it was in April when I noticed the product wasn't working because that's when the product was opened. In April once all the snow has been cleared and melted. Regardless if it has been 30 days or not I don't see why sears won't do an exchange i'm not asking for my money back I asking for a working product. I spent $400.00 on something that isn't working. As a customer I think sears shouldn't have a problem with an exchange. When I spoke to customer service I was told it shouldn't be a problem to do an exchange so that's what I am expecting.
Sincerely,
Doris [redacted]
February 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her...
microwave repair. It is regrettable that we failed Ms. [redacted] expectations when she recently requested service for her microwave. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted Sears Home Warranty for assistance. [redacted]r with Sears Home Warranty responded that Ms. [redacted] coverage was reinstated on February 15, 2017, and the repair to her microwave was completed on February 18, 2017. With that said, since we have documented Ms. [redacted] concerns with the repair process and we have confirmed that her microwave repair has been completed, 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
March 5, 2018
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Arthur J P[redacted] Dear [redacted]We have completed the investigation of Mr. P[redacted] complaint regarding non receipt of the promised concession at the time of...
delivering his purchased fridge.After reviewing Mr. P[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on February 25, 2018 credits totaling $400.00 were issued back to the original form of payment. Since we were able to confirm that the promised concession that was offered to Mr. P[redacted] was issued accordingly, 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 24, 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 sump...
pump. As clarification, Mr. [redacted] manufacturer’s warranty says “if this pump ever fails it will be replaced free of charge.” The terms of the warranty do not state anything about the replacement model having the same warranty. The warranty does state “if this pump” indicating that the warranty period is for the initial item. Unfortunately, we no longer sell a similar item with a lifetime warranty so any replacement would be subject to the terms of the warranty it carries. Currently, it appears that the item Mr. [redacted] was offered has a three year manufacturer’s warranty. As noted above, we have offered to fulfill Mr. [redacted] lifetime warranty by providing the most comparable item we currently carry as a replacement or the value of the item in the form of a gift card. These are the only options open to Mr. [redacted] at this time. As such, we are unable to grant his request and we have closed our file. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 31, 2016
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Khoa Nguyen
Dear Ms. Virghes:
We have been unable to complete the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the additional...
charges he incurred for the installation of his dishwasher.
Kathy [redacted], with Installation Customer Service, made attempts to contact Mr. [redacted] and left voicemails with her contact information. Since he has not responded, we are unable to resolve Mr. [redacted] issue until we have the opportunity to discuss the matter with him. Ms. [redacted] researched the installation Certificate of Completion (COC) and the Change of Specification (COS) documents that were signed by Mr. [redacted] family member, whom he entrusted to represent him on his behalf. The items that Mr. [redacted] was charged for are listed on the COS; a shut off valve, and an air gap, which are requirements per code. The other item Mr. [redacted] was charged for is an electrical cord that was not purchased but needed for the installation of this Whirlpool dishwasher.
As clarification, the installation agreement states, Sears assumes the customer’s existing facilities are up to code and can accommodate a standard installation (Standard Installation: a standard installation is limited to plugging in or hooking up the merchandise to your electrical outlets or gas or plumbing connections. No repairing, plastering, painting or decorating is included unless specifically noted. It does not include any changes to our electrical, gas or plumbing systems unless specifically noted. It does not include removing or disposing of your old appliance or fixture unless specifically noted.) If any additional work is required to meet this criteria, it will be the customer’s responsibility. Any additional charges will be quoted and approved prior to the start of the job.” The charges were approved and signed for by Mr. [redacted] family member. Sears is not accountable that his family member did not communicate the information to Mr. Nguyen. In the interim, we will consider this matter closed, pending his response.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda[redacted]@searshc.com
January 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear Ms. [redacted] We...
have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the customer service he received at his local Kmart when he tried to pick up his layaway. It is unfortunate that we failed to meet Mr. [redacted] expectations in regard to the customer service he received during his recent visit to his local Kmart. We value Mr. [redacted] patronage, but we can understand how the series of events noted in his complaint may have exacerbated his frustrations. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to Store Manager [redacted] and the District Manager [redacted] for review. It is our understanding that Mr. [redacted] was contacted by Mr. [redacted] regarding his concerns and that he was satisfied with the outcome. As a conciliatory gesture, Mr. [redacted] is being sent a $25.00 cash card and he is being provided with 20,000 Shop Your Way Reward (SYWR) points. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Kmart has built its reputation upon and strives to provide to each of our customers. In the interim, we have noted Mr. [redacted] candid feedback, and we would like to assure him that we have taken his concerns very seriously. With that said, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: The technician did come and replace the valve but we are dealing with overflow. The technician is aware and another part has been ordered again. Currently, we still have an overflow issue and the problem has not be completely resolve.
Sincerely,
[redacted]
November 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Benny S[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. S[redacted] complaint regarding his recent online order...
experience and his request to receive a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. S[redacted] wife placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. S[redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. S[redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. Placing an Order Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies may differ from those offered by Sears. When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise. You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. We have reviewed the notes in the order and to resolve this matter, we have issued a full refund of $210.00 and $365.17 under return receipt numbers (0[redacted]). The credit will post to the Sears Plus account within 3 to 5 business days. Mr. S[redacted] may either keep or dispose of the merchandise to his discretion. In closure, since a full refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in [redacted] to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
July 26, 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 Ms. [redacted] complaint regarding her refrigerator. Upon researching Ms....
[redacted] concerns, we found that she has had several service calls completed, but only one part replaced. The notes from three service orders indicate that her drain was cleared and/or maintenance was performed on her coils; these service calls are not considered as qualifying calls under the terms of her Master Protection Agreement (MPA). Furthermore, our Protection Agreement Department has explained to Ms. [redacted] on more than one occasion as to why her request for a replacement has been denied. In regard toMs. [redacted] allegation of water damage to her floor, she will need to contact our third-party claims administrator, [redacted], to file a damage claim. She can call ([redacted] to open a claim and have a claims examined assigned to investigate the matter. Per our protocol, once a consumer has been assigned a claim number through [redacted], they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Ms. [redacted] issue, regardless of the decision made. With that said, since we have completed the repair to Ms. [redacted] refrigerator according to the terms of her MPA and provided her with the contact information to file a damage claim, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Elizabeth [redacted]
August 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. J[redacted] complaint regarding his recent online order...
experience and request for a full refund on both orders. It is unfortunate that we failed Mr. J[redacted] expectations as we value his patronage. We can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and 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 both orders, we found that a full refund was processed in the amount of $1091.79 for order number[redacted] on July 21, 2017, under return receipt number [redacted] Additionally, in reference to order number [redacted] accepted Mr. J[redacted] dispute of $1144.79 on August 4, 2017, therefore the credit should show in his account with 7 to 10 business days. We apologize again for any inconvenience and hope that in the future Mr. J[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, we have noted Mr. J[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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11593022, and find that this resolution is satisfactory to me.
Sincerely,
Christine [redacted]
Contact Name and Title: Dana [redacted]
Contact Phone: 512-[redacted]
July 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Joy H. [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding the service calls she had on her dryer while she still has a problem with it.
From what we gather, on our last service call it was determined that the unit needed a timer, a lint filter, and possibly a drum as it may have been warped. Since the repair costs outweighed the cost of the unit, our estimate was declined and Ms. [redacted] only paid our minimum trip/diagnostic fee of $79.00. On our previous visits, we first found the vent was restricted and collected $118.00 for this service and then on the second visit under the warranty, we could not replicate the problem; no monies were collected for this last call. Since it appears that our first diagnosis may have been inaccurate, or at least incomplete, we have issued a refund for the first fee of $118.00 while leaving the last fee stand as we feel at least one trip/diagnostic fee is owed. The refund for $118.00 is in the form of a mailed bank check being sent to the same address as noted on this complaint and it will be in the name of Jacob [redacted] as that is the name on the service order; it should arrive in approximately 2-3 weeks. In the interim, since we have provided Ms. [redacted] for actually more of a refund than what she was requesting so we assume this meets with her approval, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
October 31, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Terry [redacted]
Dear Ms[redacted]
We have completed the investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction with the problems he encounters when he attempts to cash his checks at the Kmart Store.
Our check cashing services work fine in most instances for most of our customers and it provides them with a service they might not otherwise have access to. However, there is a lot of liability that is inherent in providing check cashing services, and unless the transaction is verified properly we are not willing to take on even further liability for a service that we are under no obligation to provide. As a courtesy only for failing his expectations, we already provided Mr. [redacted] with $100.00 in compensation. If he still chooses to use our check cashing services after we have already informed him that there will be issues at times, then that is his choice; but we would not offer him compensation each time for something he chose to do while knowing the possible consequences. The fact is that if we cannot meet Mr. [redacted]’s needs, then we suggest he should cash his checks elsewhere. Then he would not need to worry further about any system problems that might inhibit his ability at times to cash a check. We respectfully ask to have this matter closed at this time.
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,
Matilda [redacted] Regulatory Claims Specialist
Sears Holdings Corporation
[redacted] matilda.[redacted]@searshc.com
June 13, 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 dissatisfaction with our...
customer service and alleged damage to his wheel studs. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Auto Center. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Matt [redacted], District Service Manager for Sears Auto Center, contacted Mr. [redacted] to discuss his concerns. At that time, he offered to honor Mr. [redacted] request for reimbursement in the amount of $80.00 for Mr. [redacted] replacement studs as a good will gesture. Mr. [redacted] accepted this offer and indicated that he would return to Sears Auto Center on June 13, 2017, to complete the resolution. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us an 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 proposed. 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]
Initial Business Response /* (1000, 5, 2015/09/22) */
Contact Name and Title: [redacted]
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]
Dear...
Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with the multiple repair attempts on her refrigerator.
Upon receiving Ms. [redacted]'s complaint, we have reviewed her service history and can understand why she is frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Ms. [redacted]'s refrigerator is covered under a Master Protection Agreement (MPA) and under its terms and conditions, is eligible to receive a replacement if the refrigerator is not repairable, if the unit costs more to repair than it is worth, or if it has had 4 functional failures within a calendar year. At this time, the refrigerator has had 2 functional failures and is currently scheduled for repair on September 24, 2015. Because we value Ms. [redacted]'s patronage, we have scheduled a lead technician to come to her home to assess her unit. Unfortunately, a replacement is not an option at this time as she does not have 4 functional failures. That being said, because we are in the process of repairing Ms. [redacted]'s refrigerator, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears is requesting to close the complaint because they are in the process of repairing. Please, I beg of you - do not close the complaint. This is the whole problem, Sears just keeps on sending out technicians, and they keep on ordering and replacing parts, but they don't repair the refrigerator. The refrigerator has not worked since August 10, 2015. It is now September 23, 2015, that's over 6 weeks that the refrigerator has not worked. Sears has been out a total of 5 visits. At this time, parts and labor are over $3,000. I purchased the refrigerator for $3,200., it qualifies to be replaced. I just need Sears to replace the refrigerator, its a lemon. This situation is out of control. I have missed numerous days from work in order to be home for the visits. I am now waiting for another service visit right now. While they scheduled me for 9/22/15, I received a phone call from Sears telling me that they are sending out a senior technician out today 9/23/15, between X:XX - X:XX a.m., and to disregard the email of the previous appointment. I received another email informing me that the appointment is scheduled for 9/24/15 in the afternoon. I contacted Sears to figure out the confusion, they tell me that the appointment is for today, 9/23/15 between 8:00 and 9:00 a.m. It is now 9:16 a.m., and I am waiting for the visit. I just contacted Sears, because no one is here yet. They are now telling me that he will be here at 10:00 a.m. This is a circus, I'm very frustrated and stressed over this situation. It is affecting me negatively and I don't know where to turn at this point. Please do not close the complaint, this is the only way I can seek assistance to my problem.
Final Business Response /* (4000, 10, 2015/09/25) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@searshc.com
September 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s rebuttal regarding her dissatisfaction with the multiple repair attempts on her refrigerator.
We have received Ms. [redacted]'s rebuttal and apologize that she is frustrated with her experience. We had a lead technician come to Ms. [redacted]'s home on September 23, 2015 and several parts have been ordered to repair the refrigerator. The parts are scheduled to be installed on September 30, 2015. Should Ms. [redacted]'s refrigerator not work once the parts are installed, we will replace the unit at that time. Under the terms of her Master Protection Agreement (MPA), she does not currently qualify for a replacement which is why we need to try to repair the refrigerator one more time. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted] case we do apologize that we failed her expectations, but we feel that repairing her refrigerator and offering to replace the unit should it fail again while it is still covered under its MPA is relative to the circumstances and our decision is final.
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 Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com
Final Consumer Response /* (2000, 12, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Two (2) repair technicians came today, Wed., 9/30/15, to replace the parts that were ordered last week. After the work performed today, the refrigerator is still not working. The technician placed a sticker on the refrigerator, stating "Replacement Audit Tag", indicating "Not Repairable" and "Scrap Product". The technician told me that Sears will contact me and left. I am waiting to hear from Sears.
August 28, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] [redacted]Dear Ms. [redacted]We have completed the investigation of Ms. K[redacted] complaint regard[redacted] the mattress set that she purchased on July 11, 2017.We would like to clarify...
that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves tak[redacted] specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. K[redacted] case, our records show that as a onetime courtesy, the store processed a pick-up with no fees for Ms. K[redacted] since she was hav[redacted] medical issues. Our records also show that he pick up was processed and completed on August 26, 2017. Since we were able to provide Ms. K[redacted] her desired resolution, 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 Hold[redacted]s Corporation O: [redacted]F: [redacted] imx integrated member experience
Complaint:
I am rejecting this response because: Either Ms [redacted] or her colleague is lying. Either way, Sears is being deceptive in their advertising.
Sincerely,
Joanna [redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of M[redacted]s complaint regarding issues
surrounding a purchased from Sears Outlet. I
had the pleasure of speaking...
with [redacted]r this morning and he confirmed
that he was aware that the local Outlet center has processed a refund for his
returned refrigerator. Additionally, I was informed that Sears Home Services
was billing him for services on his refrigerator. There should not be any
charges incurred by [redacted]r, the unit was under warranty when it was
services, therefore no fund were due. I have contacted the local service
department as well as our data control center and will have this billing
concern addressed as soon as possible. [redacted]r has my email address as well
as my office number and I have invited him to contact me in the event he has
any additional concerns. That said we ask that this complaint be closed. We apologize to [redacted]r 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 SpecialistSears
Holdings Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: The purchase was done thru a layaway plan Online and picked up in store. The item was picked up December 12th, However in the state of Maryland that is when there is snow on the ground this item was purchased as a Christmas gift. If it's during the winter the bike can not be used. So that is correct it was in April when I noticed the product wasn't working because that's when the product was opened. In April once all the snow has been cleared and melted. Regardless if it has been 30 days or not I don't see why sears won't do an exchange i'm not asking for my money back I asking for a working product. I spent $400.00 on something that isn't working. As a customer I think sears shouldn't have a problem with an exchange. When I spoke to customer service I was told it shouldn't be a problem to do an exchange so that's what I am expecting.
Sincerely,
Doris [redacted]
February 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her...
microwave repair. It is regrettable that we failed Ms. [redacted] expectations when she recently requested service for her microwave. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted Sears Home Warranty for assistance. [redacted]r with Sears Home Warranty responded that Ms. [redacted] coverage was reinstated on February 15, 2017, and the repair to her microwave was completed on February 18, 2017. With that said, since we have documented Ms. [redacted] concerns with the repair process and we have confirmed that her microwave repair has been completed, 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
March 5, 2018
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Arthur J P[redacted] Dear [redacted]We have completed the investigation of Mr. P[redacted] complaint regarding non receipt of the promised concession at the time of...
delivering his purchased fridge.After reviewing Mr. P[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on February 25, 2018 credits totaling $400.00 were issued back to the original form of payment. Since we were able to confirm that the promised concession that was offered to Mr. P[redacted] was issued accordingly, 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 24, 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 sump...
pump. As clarification, Mr. [redacted] manufacturer’s warranty says “if this pump ever fails it will be replaced free of charge.” The terms of the warranty do not state anything about the replacement model having the same warranty. The warranty does state “if this pump” indicating that the warranty period is for the initial item. Unfortunately, we no longer sell a similar item with a lifetime warranty so any replacement would be subject to the terms of the warranty it carries. Currently, it appears that the item Mr. [redacted] was offered has a three year manufacturer’s warranty. As noted above, we have offered to fulfill Mr. [redacted] lifetime warranty by providing the most comparable item we currently carry as a replacement or the value of the item in the form of a gift card. These are the only options open to Mr. [redacted] at this time. As such, we are unable to grant his request and we have closed our file. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 31, 2016
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Khoa Nguyen
Dear Ms. Virghes:
We have been unable to complete the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the additional...
charges he incurred for the installation of his dishwasher.
Kathy [redacted], with Installation Customer Service, made attempts to contact Mr. [redacted] and left voicemails with her contact information. Since he has not responded, we are unable to resolve Mr. [redacted] issue until we have the opportunity to discuss the matter with him. Ms. [redacted] researched the installation Certificate of Completion (COC) and the Change of Specification (COS) documents that were signed by Mr. [redacted] family member, whom he entrusted to represent him on his behalf. The items that Mr. [redacted] was charged for are listed on the COS; a shut off valve, and an air gap, which are requirements per code. The other item Mr. [redacted] was charged for is an electrical cord that was not purchased but needed for the installation of this Whirlpool dishwasher.
As clarification, the installation agreement states, Sears assumes the customer’s existing facilities are up to code and can accommodate a standard installation (Standard Installation: a standard installation is limited to plugging in or hooking up the merchandise to your electrical outlets or gas or plumbing connections. No repairing, plastering, painting or decorating is included unless specifically noted. It does not include any changes to our electrical, gas or plumbing systems unless specifically noted. It does not include removing or disposing of your old appliance or fixture unless specifically noted.) If any additional work is required to meet this criteria, it will be the customer’s responsibility. Any additional charges will be quoted and approved prior to the start of the job.” The charges were approved and signed for by Mr. [redacted] family member. Sears is not accountable that his family member did not communicate the information to Mr. Nguyen. In the interim, we will consider this matter closed, pending his response.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda[redacted]@searshc.com
January 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear Ms. [redacted] We...
have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the customer service he received at his local Kmart when he tried to pick up his layaway. It is unfortunate that we failed to meet Mr. [redacted] expectations in regard to the customer service he received during his recent visit to his local Kmart. We value Mr. [redacted] patronage, but we can understand how the series of events noted in his complaint may have exacerbated his frustrations. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to Store Manager [redacted] and the District Manager [redacted] for review. It is our understanding that Mr. [redacted] was contacted by Mr. [redacted] regarding his concerns and that he was satisfied with the outcome. As a conciliatory gesture, Mr. [redacted] is being sent a $25.00 cash card and he is being provided with 20,000 Shop Your Way Reward (SYWR) points. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Kmart has built its reputation upon and strives to provide to each of our customers. In the interim, we have noted Mr. [redacted] candid feedback, and we would like to assure him that we have taken his concerns very seriously. With that said, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: The technician did come and replace the valve but we are dealing with overflow. The technician is aware and another part has been ordered again. Currently, we still have an overflow issue and the problem has not be completely resolve.
Sincerely,
[redacted]
November 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Benny S[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. S[redacted] complaint regarding his recent online order...
experience and his request to receive a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. S[redacted] wife placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. S[redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. S[redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. Placing an Order Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies may differ from those offered by Sears. When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise. You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. We have reviewed the notes in the order and to resolve this matter, we have issued a full refund of $210.00 and $365.17 under return receipt numbers (0[redacted]). The credit will post to the Sears Plus account within 3 to 5 business days. Mr. S[redacted] may either keep or dispose of the merchandise to his discretion. In closure, since a full refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in [redacted] to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
July 26, 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 Ms. [redacted] complaint regarding her refrigerator. Upon researching Ms....
[redacted] concerns, we found that she has had several service calls completed, but only one part replaced. The notes from three service orders indicate that her drain was cleared and/or maintenance was performed on her coils; these service calls are not considered as qualifying calls under the terms of her Master Protection Agreement (MPA). Furthermore, our Protection Agreement Department has explained to Ms. [redacted] on more than one occasion as to why her request for a replacement has been denied. In regard toMs. [redacted] allegation of water damage to her floor, she will need to contact our third-party claims administrator, [redacted], to file a damage claim. She can call ([redacted] to open a claim and have a claims examined assigned to investigate the matter. Per our protocol, once a consumer has been assigned a claim number through [redacted], they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Ms. [redacted] issue, regardless of the decision made. With that said, since we have completed the repair to Ms. [redacted] refrigerator according to the terms of her MPA and provided her with the contact information to file a damage claim, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Elizabeth [redacted]
August 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. J[redacted] complaint regarding his recent online order...
experience and request for a full refund on both orders. It is unfortunate that we failed Mr. J[redacted] expectations as we value his patronage. We can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and 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 both orders, we found that a full refund was processed in the amount of $1091.79 for order number[redacted] on July 21, 2017, under return receipt number [redacted] Additionally, in reference to order number [redacted] accepted Mr. J[redacted] dispute of $1144.79 on August 4, 2017, therefore the credit should show in his account with 7 to 10 business days. We apologize again for any inconvenience and hope that in the future Mr. J[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, we have noted Mr. J[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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11593022, and find that this resolution is satisfactory to me.
Sincerely,
Christine [redacted]
Contact Name and Title: Dana [redacted]
Contact Phone: 512-[redacted]
July 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Joy H. [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding the service calls she had on her dryer while she still has a problem with it.
From what we gather, on our last service call it was determined that the unit needed a timer, a lint filter, and possibly a drum as it may have been warped. Since the repair costs outweighed the cost of the unit, our estimate was declined and Ms. [redacted] only paid our minimum trip/diagnostic fee of $79.00. On our previous visits, we first found the vent was restricted and collected $118.00 for this service and then on the second visit under the warranty, we could not replicate the problem; no monies were collected for this last call. Since it appears that our first diagnosis may have been inaccurate, or at least incomplete, we have issued a refund for the first fee of $118.00 while leaving the last fee stand as we feel at least one trip/diagnostic fee is owed. The refund for $118.00 is in the form of a mailed bank check being sent to the same address as noted on this complaint and it will be in the name of Jacob [redacted] as that is the name on the service order; it should arrive in approximately 2-3 weeks. In the interim, since we have provided Ms. [redacted] for actually more of a refund than what she was requesting so we assume this meets with her approval, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
October 31, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Terry [redacted]
Dear Ms[redacted]
We have completed the investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction with the problems he encounters when he attempts to cash his checks at the Kmart Store.
Our check cashing services work fine in most instances for most of our customers and it provides them with a service they might not otherwise have access to. However, there is a lot of liability that is inherent in providing check cashing services, and unless the transaction is verified properly we are not willing to take on even further liability for a service that we are under no obligation to provide. As a courtesy only for failing his expectations, we already provided Mr. [redacted] with $100.00 in compensation. If he still chooses to use our check cashing services after we have already informed him that there will be issues at times, then that is his choice; but we would not offer him compensation each time for something he chose to do while knowing the possible consequences. The fact is that if we cannot meet Mr. [redacted]’s needs, then we suggest he should cash his checks elsewhere. Then he would not need to worry further about any system problems that might inhibit his ability at times to cash a check. We respectfully ask to have this matter closed at this time.
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,
Matilda [redacted] Regulatory Claims Specialist
Sears Holdings Corporation
[redacted] matilda.[redacted]@searshc.com
June 13, 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 dissatisfaction with our...
customer service and alleged damage to his wheel studs. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Auto Center. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Matt [redacted], District Service Manager for Sears Auto Center, contacted Mr. [redacted] to discuss his concerns. At that time, he offered to honor Mr. [redacted] request for reimbursement in the amount of $80.00 for Mr. [redacted] replacement studs as a good will gesture. Mr. [redacted] accepted this offer and indicated that he would return to Sears Auto Center on June 13, 2017, to complete the resolution. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us an 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 proposed. 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]