June 9, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms[redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered with the installation of...
his range and the quality of the customer service.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled the delivery and installation of his range. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Mr. [redacted] complaint we reviewed the notes on his order. On May 20, 2016 Mrs. [redacted] called regarding the gap issue after the range was delivered. Ms. [redacted] was instructed to contact our installation department which handles installing kits in regards to gaps between appliances and cabinetry. We apologize for any miscommunication in regards to the true issue. Mrs. [redacted] purchased the installation and an appointment was scheduled with our contractor. According to the notes, the contractor noted that the order was incorrect and it was not an installation issue. The installation order was cancelled and on June 2, 2016 a refund of $229.99 was issued to Mr. [redacted] account ending in [redacted]. We contacted Mr. [redacted] and he confirmed that he hired a contractor to repair the gap issue, and the job was completed on June 6, 2016. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
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,
John [redacted]
July 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #945[redacted]- Angela [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Ms. [redacted] complaint regarding the availability of service for a needed repair of a water heater.
In regard to the delay Ms. [redacted] experienced receiving service, it seems there was some confusion regarding the serviceable address. That has since been corrected and service was completed according to our records. We have spoken with Ms. [redacted] and she has provided additional information that we have forwarded to the appropriate parties for consideration as there should not have been so much confusion as to the address. We want to thank Ms. [redacted] for her observations and we want to assure her that this matter will be reviewed. That said, we offered to provide Ms. [redacted] with a $50.00 gift card or to purchase an additional year of coverage for the water heater in question on her behalf as a conciliatory gesture, but she declined. Should Ms. [redacted] wish to reconsider, she may contact me at the email address listed below during normal business hours or she may respond to the email she was sent again. It is unfortunate that Ms. [redacted] remains dissatisfied, but it is our hope that we can provide the type of customer service we strive for on her next service appointment should the need for one arise. In light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Tammie.[redacted]@searshc.com
(512) [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Cindy H[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Brenda...
Pearson, Sears Home Services, Support Specialist provided the following response: When the technician arrived at Ms. [redacted]’s home he noticed that fill tube was frozen, therefore it needed to be defrosted. After the fill tube was defrosted the technician ran a cycle to ensure that the water/ice maker were properly working. He also explained to Ms. [redacted] how to run a cycle to get rid of any air pockets that could end up in the water line after the filter has been changed. The technician also gave Ms. [redacted] his telephone number and she is supposed to contact him if she has any additional concerns. Since it is our understanding that the unit was operating as designed, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted].[redacted]@searshc.com
January 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Shawn R[redacted] # [redacted] Dear [redacted] We have completed our investigation of Mr. R[redacted] complaint regarding Sears Duct Cleaning. It is...
regrettable that we failed Mr. R[redacted] expectations when he recently contacted Sears Duct Cleaning for service. We value Mr. R[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. R[redacted] for any inconvenience we may have caused. Upon receiving Mr. R[redacted] complaint, we contacted Yvonne S[redacted] with Sears Duct Cleaning for assistance. Ms. S[redacted] responded that she has been working with Mr. R[redacted] prior to receiving this complaint. Ms. S[redacted] advised that a re-cleaning has been provided and that Mr. R[redacted] is satisfied with the outcome. Additionally, the damaged floor issue is being addressed. Mr. R[redacted] has obtained a repair estimate and is providing it to the local office. If Mr. R[redacted] needs further assistance, he can contact Ms. S[redacted] at ([redacted] In the interim, we have closed our file. Again, we apologize to Mr. R[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
September 16, 2016
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 allegation that the dishwasher that he purchased at our...
outlet store was delivered damaged, and that the store is not assisting.
We reached out to David [redacted] Store Manager for Outlet Store [redacted], to assist with Mr. [redacted] complaint. Mr. [redacted] confirmed that the dishwasher was not damaged at the time of selection. Mr. [redacted] contacted our delivery team regarding the damage and they stated that Mrs. [redacted]igned for the delivery and there are no notes regarding any damage. As a good-will gesture, Mr. [redacted] contacted Mr. [redacted] and offered to exchange the dishwasher or to compensate him for the damage. Mr. [redacted] decided to keep the damaged dishwasher and accepted a $100 credit instead. On September 16, 2016 Mr. [redacted] issued the credit and Mr. [redacted] should receive the bank check within 10 – 14 business days. With that being said, since we have addressed the issue brought forth in Mr. [redacted]s complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
September 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
This letter will acknowledge receipt of the above referenced customer's follow up complaint, which was referred to our office...
for response.
This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
September 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] James C[redacted] Dear [redacted] ...
We have completed the investigation of Mr. C[redacted] complaint regarding his tractor. Since the repair in question was performed in 2014, we would not have any records to conclusively show whether the engine that was replaced was new or refurbished. However, the Repair Protection Agreement (RPA) that Mr. C[redacted] had at the time, but he let lapse in 2016, noted: “replacement parts may be new or refurbished to meet the manufacturer’s specifications of the original product manufacturer’s warranty.” The last repair request we received from Mr. C[redacted] was in August of 2015, which was 2 year ago. We want to note that camshafts usually failure due to a lack of oil. It appears that buildup on the pistons can also be caused by this same issue. If the maintenance instructions in the owner’s manual are followed, this should not be an issue. Regardless, Mr. C[redacted] full manufacturer’s warranty expired on May 20, 2015 and he let his RPA coverage lapse on May 20, 2016; therefore, any repair or replacements costs would now be his responsibility and we have closed our file. Again, we apologize to Mr. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
We have agreed on the settlement and I am waiting to receive their check. [redacted] was great to work with and they have satisfied my request to get something besides their choice of my replacement. I appreciate Sears Holdings for their prompt attention to this matter.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears. We have processed an in...
warranty exchange for [redacted]. The new refrigerator has been ordered and will be delivered to his home on Saturday, June 18, 2016. We truly apologize to Mr. [redacted] for the inconvenience noted in his complaint. If [redacted] has any additional concerns, he can contact me via email at [redacted] Since we have processed the aforementioned in warranty exchange, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
June 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience...
and request for assembly. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this matter. After reviewing the notes in her order we found that she had previously been in contact with Social Media, Sears’ escalated complaint department. Social Media contacted Icon and arranged to have the merchandise assembled on June 23, 2016. With that said, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since assembly was arranged and we have noted Ms. [redacted] concerns, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Marianne [redacted] Dear Ms. Virghes: We have completed the investigation of Ms. [redacted]’s complaint regarding repairs to her dishwasher. Sears Home Services dispatched two technicians to Ms. [redacted]’s home this morning, February 15, 2017, to repair her dishwasher. It is the contention of our technicians that they cannot remove the dishwasher to repair and reinstall without causing damage to Ms. [redacted]’s countertop. Almost 9 years ago, in June of 2008, Sears did have the dishwasher installed by one of our installation contractors. From looking at a picture of the countertop where the dishwasher attaches, it looks as though the countertop is failing. It is the Sears technicians contention that we cannot uninstall the dishwasher without possibly causing damage to the countertop. We feel it is important to add that per the terms and conditions of the Repair Protection Agreement (RPA) that covers the dishwasher, it states verbatim: SAFETY AND ACCESSIBILITY. In the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable cause. In order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered Product. Failure to comply with these conditions may be cause for cancellation of this Agreement. We would like to add that the technician’s did ask and Ms. [redacted] declined to sign a release, which states verbatim: “In order to repair your appliance, it must be moved. There is a possibility of damage of which you should be made aware. Although we are careful, many floor covering materials in use today are soft, and appliances tend to depress the floor covering and sometimes will adhere to it. Movement can sometimes cause a tear or deep scratches on the flooring. In addition, some built-in appliances become wedged too tightly and are difficult, if not impossible to move without marring the surrounding area. In order to avoid a possible misunderstanding later, please sign this release form below, acknowledging that I discussed this potential with you before moving the appliance” That said we now find ourselves at an impasse with Ms. [redacted]. We are ready and willing to repair the dishwasher but cannot be responsible to damage to her home due to the aforementioned concerns. If Ms. [redacted] would like to cancel her RPA and request a refund, she can contact our Protection Agreement Office at 800-927-7836. Since we cannot move forward, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam Churchin Regulatory Claims Specialist Sears Holdings Corporation [email protected]
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal. In accordance with our agreement with the payment car industry like most retailers, refunds are issued in the same form of tender. If Ms. [redacted] has a balance, she would need to contact [redacted], the administrator of her account, and request a check. Unfortunately, we cannot assist further with 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] Specialist, Regulatory Complaints [redacted]
May 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
canceled lease. The administrator of this lease, [redacted] (WNLI) has issued a check for the mount of the initial payment or $98.03 and Md[redacted] should receive it within 10-12 business days. We apologize to Ms[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 16, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10982729 – Jason [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding being unable to pick up steel cleaner that was purchased online.Upon...
receiving Mr. [redacted]’s complaint, we escalated his concerns to Chris [redacted], District Manager. Mr. [redacted] contacted Mr. [redacted] and discussed his complaint and apologized for the service he received. He was offered and accepted a $50.00 gift card for his product and time. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
Initial Business Response /* (1000, 10, 2015/10/02) */
October 2, 2015
[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...
lawn care benefits under their Repair Protection Agreement (RPA).
We regret that the misinformation he received regarding lawn care caused him any inconvenience. It is true that there was a change in the terms and benefits in June of this year under the RPA but this only affects those RPA's that were purchased in June of 2015 and after. Since the[redacted] purchased their RPA in 2013 this change does not affect their current coverage. If they chose to renew the RPA in 2016 then the new terms and conditions will apply at that time.
With that being said we have processed a check for the lawn care reimbursement in the amount of $150.00. I have provided Mr.[redacted] with my direct contact information if they are still in need of assistance. In the mean time since we have processed the promised lawn care amount of $150.00 and this was accepteable to the[redacted] we have closed our case.
We apologize to Ms.[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company agreed to provide the promised amount of $150.00
February 22, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Michael J[redacted] P[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. P[redacted] complaint regarding his recent...
service experience and his request for repair under his Master Protection Agreement. It is unfortunate that we failed Mr. P[redacted] expectations and we can understand his frustration with the series of events noted in his complaint. 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 service history, a replacement was authorized for up to $650.00 to be used towards a new dishwasher at Sears. Additionally, basic installation is covered as well as the uninstallation of the old unit with haul away of the old unit. Finally, our records show that the replacement was processed on January 29, 2018. In the interim, since a replacement has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Jaime D [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Melony [redacted], Sears...
Home Services, Customer Advocate provided the following response: Sears Home Services records indicate that repairs to Ms. [redacted]’s refrigerator have been completed. When the unit was checked yesterday, it was found to be cooling as expected. It is important to note that we will be refunding Ms. [redacted] a total of $558.17 in two separate transactions. One refund is in the amount of $439.50 and the other will be in the amount of $118.67. The aforementioned refund should post to her American Express card ending in [redacted] within the next 3-5 business days. If I can be of any further assistance to Ms. [redacted], I can be reached at [redacted]/[redacted]7. Since we have noted our response to Ms. [redacted]’s complaint, we respectfully request that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Initial Business Response /* (1000, 7, 2015/07/06) */
July 6, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the problems he encountered when scheduling a repair on his tractor.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently scheduled a tractor repair. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced when our technician did not show for the scheduled appointment and the appointment was then rescheduled without his knowledge. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
On June 19, 2015 we reached out to Mr. [redacted] and offered a sooner service date. Mr. [redacted] accepted the offer and service was scheduled for June 25, 2015. Our records indicate that the repair on the tractor was completed on June 25, 2015. With that being said, since we have addressed the issue brought forth in Mr. [redacted]'s complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 9, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician arrived to repair my riding lawn tractor and I was very impressed by his knowledge, courtesy and professionalism. This technician was also very friendly which is a plus in my book. Yes I was happy that they came out for the repair on the 25h of June instead of having to wait until the 9th of July. So with that being said, I no longer wish for the matter pursued any further. I am grateful to all of your staff at the Revdex.com in Chicago for their diligence and hard work helping me resolve the complaint. Keep up the good work and once again thanks again ever so much. Hope you all have a wonderful day!
June 9, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms[redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered with the installation of...
his range and the quality of the customer service.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled the delivery and installation of his range. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Mr. [redacted] complaint we reviewed the notes on his order. On May 20, 2016 Mrs. [redacted] called regarding the gap issue after the range was delivered. Ms. [redacted] was instructed to contact our installation department which handles installing kits in regards to gaps between appliances and cabinetry. We apologize for any miscommunication in regards to the true issue. Mrs. [redacted] purchased the installation and an appointment was scheduled with our contractor. According to the notes, the contractor noted that the order was incorrect and it was not an installation issue. The installation order was cancelled and on June 2, 2016 a refund of $229.99 was issued to Mr. [redacted] account ending in [redacted]. We contacted Mr. [redacted] and he confirmed that he hired a contractor to repair the gap issue, and the job was completed on June 6, 2016. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
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,
John [redacted]
July 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #945[redacted]- Angela [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Ms. [redacted] complaint regarding the availability of service for a needed repair of a water heater.
In regard to the delay Ms. [redacted] experienced receiving service, it seems there was some confusion regarding the serviceable address. That has since been corrected and service was completed according to our records. We have spoken with Ms. [redacted] and she has provided additional information that we have forwarded to the appropriate parties for consideration as there should not have been so much confusion as to the address. We want to thank Ms. [redacted] for her observations and we want to assure her that this matter will be reviewed. That said, we offered to provide Ms. [redacted] with a $50.00 gift card or to purchase an additional year of coverage for the water heater in question on her behalf as a conciliatory gesture, but she declined. Should Ms. [redacted] wish to reconsider, she may contact me at the email address listed below during normal business hours or she may respond to the email she was sent again. It is unfortunate that Ms. [redacted] remains dissatisfied, but it is our hope that we can provide the type of customer service we strive for on her next service appointment should the need for one arise. In light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Tammie.[redacted]@searshc.com
(512) [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Cindy H[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Brenda...
Pearson, Sears Home Services, Support Specialist provided the following response: When the technician arrived at Ms. [redacted]’s home he noticed that fill tube was frozen, therefore it needed to be defrosted. After the fill tube was defrosted the technician ran a cycle to ensure that the water/ice maker were properly working. He also explained to Ms. [redacted] how to run a cycle to get rid of any air pockets that could end up in the water line after the filter has been changed. The technician also gave Ms. [redacted] his telephone number and she is supposed to contact him if she has any additional concerns. Since it is our understanding that the unit was operating as designed, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted].[redacted]@searshc.com
January 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Shawn R[redacted] # [redacted] Dear [redacted] We have completed our investigation of Mr. R[redacted] complaint regarding Sears Duct Cleaning. It is...
regrettable that we failed Mr. R[redacted] expectations when he recently contacted Sears Duct Cleaning for service. We value Mr. R[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. R[redacted] for any inconvenience we may have caused. Upon receiving Mr. R[redacted] complaint, we contacted Yvonne S[redacted] with Sears Duct Cleaning for assistance. Ms. S[redacted] responded that she has been working with Mr. R[redacted] prior to receiving this complaint. Ms. S[redacted] advised that a re-cleaning has been provided and that Mr. R[redacted] is satisfied with the outcome. Additionally, the damaged floor issue is being addressed. Mr. R[redacted] has obtained a repair estimate and is providing it to the local office. If Mr. R[redacted] needs further assistance, he can contact Ms. S[redacted] at ([redacted] In the interim, we have closed our file. Again, we apologize to Mr. R[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
September 16, 2016
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 allegation that the dishwasher that he purchased at our...
outlet store was delivered damaged, and that the store is not assisting.
We reached out to David [redacted] Store Manager for Outlet Store [redacted], to assist with Mr. [redacted] complaint. Mr. [redacted] confirmed that the dishwasher was not damaged at the time of selection. Mr. [redacted] contacted our delivery team regarding the damage and they stated that Mrs. [redacted]igned for the delivery and there are no notes regarding any damage. As a good-will gesture, Mr. [redacted] contacted Mr. [redacted] and offered to exchange the dishwasher or to compensate him for the damage. Mr. [redacted] decided to keep the damaged dishwasher and accepted a $100 credit instead. On September 16, 2016 Mr. [redacted] issued the credit and Mr. [redacted] should receive the bank check within 10 – 14 business days. With that being said, since we have addressed the issue brought forth in Mr. [redacted]s complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
September 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
This letter will acknowledge receipt of the above referenced customer's follow up complaint, which was referred to our office...
for response.
This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
September 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] James C[redacted] Dear [redacted] ...
We have completed the investigation of Mr. C[redacted] complaint regarding his tractor. Since the repair in question was performed in 2014, we would not have any records to conclusively show whether the engine that was replaced was new or refurbished. However, the Repair Protection Agreement (RPA) that Mr. C[redacted] had at the time, but he let lapse in 2016, noted: “replacement parts may be new or refurbished to meet the manufacturer’s specifications of the original product manufacturer’s warranty.” The last repair request we received from Mr. C[redacted] was in August of 2015, which was 2 year ago. We want to note that camshafts usually failure due to a lack of oil. It appears that buildup on the pistons can also be caused by this same issue. If the maintenance instructions in the owner’s manual are followed, this should not be an issue. Regardless, Mr. C[redacted] full manufacturer’s warranty expired on May 20, 2015 and he let his RPA coverage lapse on May 20, 2016; therefore, any repair or replacements costs would now be his responsibility and we have closed our file. Again, we apologize to Mr. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
We have agreed on the settlement and I am waiting to receive their check. [redacted] was great to work with and they have satisfied my request to get something besides their choice of my replacement. I appreciate Sears Holdings for their prompt attention to this matter.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears. We have processed an in...
warranty exchange for [redacted]. The new refrigerator has been ordered and will be delivered to his home on Saturday, June 18, 2016. We truly apologize to Mr. [redacted] for the inconvenience noted in his complaint. If [redacted] has any additional concerns, he can contact me via email at [redacted] Since we have processed the aforementioned in warranty exchange, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
June 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience...
and request for assembly. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this matter. After reviewing the notes in her order we found that she had previously been in contact with Social Media, Sears’ escalated complaint department. Social Media contacted Icon and arranged to have the merchandise assembled on June 23, 2016. With that said, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since assembly was arranged and we have noted Ms. [redacted] concerns, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Marianne [redacted] Dear Ms. Virghes: We have completed the investigation of Ms. [redacted]’s complaint regarding repairs to her dishwasher. Sears Home Services dispatched two technicians to Ms. [redacted]’s home this morning, February 15, 2017, to repair her dishwasher. It is the contention of our technicians that they cannot remove the dishwasher to repair and reinstall without causing damage to Ms. [redacted]’s countertop. Almost 9 years ago, in June of 2008, Sears did have the dishwasher installed by one of our installation contractors. From looking at a picture of the countertop where the dishwasher attaches, it looks as though the countertop is failing. It is the Sears technicians contention that we cannot uninstall the dishwasher without possibly causing damage to the countertop. We feel it is important to add that per the terms and conditions of the Repair Protection Agreement (RPA) that covers the dishwasher, it states verbatim: SAFETY AND ACCESSIBILITY. In the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable cause. In order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered Product. Failure to comply with these conditions may be cause for cancellation of this Agreement. We would like to add that the technician’s did ask and Ms. [redacted] declined to sign a release, which states verbatim: “In order to repair your appliance, it must be moved. There is a possibility of damage of which you should be made aware. Although we are careful, many floor covering materials in use today are soft, and appliances tend to depress the floor covering and sometimes will adhere to it. Movement can sometimes cause a tear or deep scratches on the flooring. In addition, some built-in appliances become wedged too tightly and are difficult, if not impossible to move without marring the surrounding area. In order to avoid a possible misunderstanding later, please sign this release form below, acknowledging that I discussed this potential with you before moving the appliance” That said we now find ourselves at an impasse with Ms. [redacted]. We are ready and willing to repair the dishwasher but cannot be responsible to damage to her home due to the aforementioned concerns. If Ms. [redacted] would like to cancel her RPA and request a refund, she can contact our Protection Agreement Office at 800-927-7836. Since we cannot move forward, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam Churchin Regulatory Claims Specialist Sears Holdings Corporation [email protected]
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal. In accordance with our agreement with the payment car industry like most retailers, refunds are issued in the same form of tender. If Ms. [redacted] has a balance, she would need to contact [redacted], the administrator of her account, and request a check. Unfortunately, we cannot assist further with 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] Specialist, Regulatory Complaints [redacted]
May 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
canceled lease. The administrator of this lease, [redacted] (WNLI) has issued a check for the mount of the initial payment or $98.03 and Md[redacted] should receive it within 10-12 business days. We apologize to Ms[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 16, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10982729 – Jason [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding being unable to pick up steel cleaner that was purchased online.Upon...
receiving Mr. [redacted]’s complaint, we escalated his concerns to Chris [redacted], District Manager. Mr. [redacted] contacted Mr. [redacted] and discussed his complaint and apologized for the service he received. He was offered and accepted a $50.00 gift card for his product and time. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
Initial Business Response /* (1000, 10, 2015/10/02) */
October 2, 2015
[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...
lawn care benefits under their Repair Protection Agreement (RPA).
We regret that the misinformation he received regarding lawn care caused him any inconvenience. It is true that there was a change in the terms and benefits in June of this year under the RPA but this only affects those RPA's that were purchased in June of 2015 and after. Since the[redacted] purchased their RPA in 2013 this change does not affect their current coverage. If they chose to renew the RPA in 2016 then the new terms and conditions will apply at that time.
With that being said we have processed a check for the lawn care reimbursement in the amount of $150.00. I have provided Mr.[redacted] with my direct contact information if they are still in need of assistance. In the mean time since we have processed the promised lawn care amount of $150.00 and this was accepteable to the[redacted] we have closed our case.
We apologize to Ms.[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company agreed to provide the promised amount of $150.00
February 22, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Michael J[redacted] P[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. P[redacted] complaint regarding his recent...
service experience and his request for repair under his Master Protection Agreement. It is unfortunate that we failed Mr. P[redacted] expectations and we can understand his frustration with the series of events noted in his complaint. 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 service history, a replacement was authorized for up to $650.00 to be used towards a new dishwasher at Sears. Additionally, basic installation is covered as well as the uninstallation of the old unit with haul away of the old unit. Finally, our records show that the replacement was processed on January 29, 2018. In the interim, since a replacement has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Jaime D [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Melony [redacted], Sears...
Home Services, Customer Advocate provided the following response: Sears Home Services records indicate that repairs to Ms. [redacted]’s refrigerator have been completed. When the unit was checked yesterday, it was found to be cooling as expected. It is important to note that we will be refunding Ms. [redacted] a total of $558.17 in two separate transactions. One refund is in the amount of $439.50 and the other will be in the amount of $118.67. The aforementioned refund should post to her American Express card ending in [redacted] within the next 3-5 business days. If I can be of any further assistance to Ms. [redacted], I can be reached at [redacted]/[redacted]7. Since we have noted our response to Ms. [redacted]’s complaint, we respectfully request that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Initial Business Response /* (1000, 7, 2015/07/06) */
July 6, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the problems he encountered when scheduling a repair on his tractor.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently scheduled a tractor repair. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced when our technician did not show for the scheduled appointment and the appointment was then rescheduled without his knowledge. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
On June 19, 2015 we reached out to Mr. [redacted] and offered a sooner service date. Mr. [redacted] accepted the offer and service was scheduled for June 25, 2015. Our records indicate that the repair on the tractor was completed on June 25, 2015. With that being said, since we have addressed the issue brought forth in Mr. [redacted]'s complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 9, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician arrived to repair my riding lawn tractor and I was very impressed by his knowledge, courtesy and professionalism. This technician was also very friendly which is a plus in my book. Yes I was happy that they came out for the repair on the 25h of June instead of having to wait until the 9th of July. So with that being said, I no longer wish for the matter pursued any further. I am grateful to all of your staff at the Revdex.com in Chicago for their diligence and hard work helping me resolve the complaint. Keep up the good work and once again thanks again ever so much. Hope you all have a wonderful day!