April 1, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the cancelation of his order when it was...
discovered the product was no longer available and his request to have other, similar merchandise priced the same. We apologize for the delay in responding to Mr. [redacted] concerns. Our records indicate that we did handle his issue around the same time he filed but our response was never put into the case. Per the terms of use posted on our site, we are not responsible for any errors in product availability, description, or price. If we discover an item is no longer available, then we cancel the sale and issue a full refund. It is then the consumer’s choice whether they want to try to place another order with whatever we still have available. In Mr. [redacted] case, there were a lot of trees that were discounted in price to clear them out after the holiday season. Once they were sold out though, there were no other trees in that price point that were available. As a courtesy only since we did not have any obligation to provide Mr. [redacted] with a comparable item for the same price, he was offered a $50.00 e-gift card. Our records reflect that he accepted the gift card as an expression of our apologies for failing his expectations and he used this gift card February 16, 2017. At this time, since we have explained that we did not have the merchandise to fulfill the order so it was canceled and refunded in full, 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]Team Manager, Regulatory ComplaintsDirect Line[redacted]Email: [redacted]
[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 appliances purchased from Sears. The warranty dates have been changed to...
September 1, 2016. The Master Protection Agreements on the range and refrigerator have also been moved and the dates adjusted. Since we have made the aforementioned adjustments, 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, [redacted] Regulatory Claims 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.
I have had an opportunity to speak with [redacted], the store manager, earlier today, and she sincerely apologized that the situation took place and that I encountered such difficulty obtaining answers from my previous attempts at resolving this issue. [redacted] took the time to explain why this may have happened, and invited me to reach out to her, or her assistant manager, if I ever need assistance at her store going forward. While my initial issue, or the poor service I received while trying to get it resolved, was not an error of [redacted] or her store's team, she took ownership of the situation, solved the problem, and made me feel welcome back. She is certainly an asset to your company.
Sincerely,
[redacted]
September 13, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted]Dear Ms. [redacted]We have completed the investigation of Ms. A[redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms....
A[redacted] complaint and our records, we contacted our credit department to have an audit conducted on the order in question. Once completed our records show that on July 08, 2017 a check in the amount of $344.09 was mailed out via [redacted]. In addition, a second check for $20.51 was also mailed out via [redacted]. Since we were able to confirm that Ms. A[redacted] was credited 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, [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Sears' response because on August 31st, Sears provided a technician, fulfilling our service warranty agreement. This technician was able to repair my refrigerator. In the immediate future, I do hope Sears will provide better training of their customer service personnel. I also hope they look at the systems they have in place so that when a technicians is ill, they have coverage options so that these customers do not go to the bottom of the scheduling list.
September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: Megan [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding her dryer. First, we would like to...
apologize to Ms. [redacted] for failing her expectations in regard to the dryer she recently purchased. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon researching Ms. [redacted]’ complaint, we confirmed that the dryer she selected is not available until September 30, 2016. Ms. [redacted] has several options; she can return the washer and dryer for a refund; she can return to the store and reselect; she can wait for the delivery of the replacement dryer; or she can schedule service on the dryer to see if the problem can be easily resolved. If Ms. [redacted] chooses to have the dryer repaired, and the technician corrects the problem, the order for the replacement dryer will be canceled. If Ms. [redacted] wishes to return the washer and dryer, she can contact our delivery department to schedule the pick-up. With that said, if Ms. [redacted] decides to wait for the replacement dryer, we understand that the delay is inconvenient; therefore, we would be willing to provide her with a sales adjustment of $100.00 off of the cost of the washer and dryer. A credit would be applied to Ms. [redacted] MasterCard ending in 3826. If Ms. [redacted] would like to accept the offer of a sales adjustment, she can reply to Melissa.[redacted]@searshc.com. In the interim, since we have explained the options available to Ms. [redacted], we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted]Regulatory Complaints Specialist
October 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Joanna H[redacted] Dear [redacted] We have completed the investigation of Ms. H[redacted] complaint regarding her lease....
First of all, we want to note that [redacted] (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirements. A copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account. Our Lease program is not a finance or lease to own program. Rather[redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five months. Upon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item.” WNLI has reviewed its records and concluded it properly administered the lease. Ms. H[redacted] is at the point in her lease where she may arrange a purchase of the lease property or return the leased items to WNLI. However, WNLI would need to be spoken with in this regard since they administer her lease. In light of the aforementioned information, we have closed our file. We apologize to Ms. H[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:The check has been received. Thank you for helping to resolve this matter.
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,
Stacy [redacted]
September 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94567161 - Hazen [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with Sears delivery and non-receipt...
of a full refund for his return.
It is unfortunate that we failed Mr. [redacted] expectations when he recently purchased a washer and dryer with delivery service from Sears. 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. We have reviewed our records and revealed that that the remaining amount of $131.46 was refunded to Mr. [redacted] on August 24, 2015. Therefore, 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 the requested refund has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-[redacted] Ext. [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the additional offer of $75, in addition to the $25 check that I have already received. This will total $100, when I receive the additional check. This is reasonable and what I was promised in the beginning, and...
therefore accept on the condition that I receive the additional $75.
Thank you Revdex.com for a job well done.
James E [redacted]
December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887148 – Kristen
[redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the initial diagnosis and repair on her...
washer and the subsequent
assessment that involved a different problem.As clarification, Ms. [redacted] is no longer covered
under her full one year warranty but she did have a 10 year exceptional parts warranty
on the tub. We would note though that the warranty makes it clear that while
the part is covered, the labor would be at the customer’s expense after the
first year. So while the first repair may not have corrected the issue, the
labor collected on that repair was only $139.00 plus tax, while the replacement
of the tub has a cost of $162.00. While we would not have charged the
difference, since the initial labor fee came with a 90-day repair guarantee, it
does mean that Ms. [redacted] was not entitled to receive a refund for the first
charge that she paid.With that said, our customer support group provided Ms.
[redacted] with a refund as a courtesy. This was processed on November 20, 2015,
as a mailed bank check for $150.29. These normally arrive within about 1-2
weeks so it is likely she has received this check by now or will receive it
shortly. In the interim, since we have explained what the coverage was for the
labor charge and yet refunded Ms. [redacted] anyway, 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 ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Randall [redacted]
May 12, 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 non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Mr. [redacted] was assisted by Executive Member Services associate [redacted]. Our records indicate that Mr. [redacted] was provided with a discount and on April 10, 2017, he confirmed that he received the [redacted] Upright Bike. Mr. [redacted] is welcome to contact Ms[redacted] at [redacted] extension [redacted] if he has any further questions about this issue or his discount. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Contact Name and Title: MELISSA [redacted]
August 20, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Ahmed [redacted] - # 9456[redacted]
Dear Ms. [redacted]:
We have completed our investigation Mr. [redacted] rebuttal to our previous response.
After forwarding Mr. [redacted] follow-up concerns to the local office, they proposed a new settlement offer, which Mr. [redacted] reluctantly accepted. Additionally, Mr. [redacted] has emailed the signed release and should see a credit for $1,080.00 post to his account within the next 28 days. With that said, we ask that this matter be closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
February 7, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator repair. It is...
regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Our records show that several repair attempts have been made to Mr. [redacted] refrigerator. The last repair was completed on February 6, 2017, with the installation of an evaporator and drier. While Mr. [redacted] no longer carries a Master Protection Agreement (MPA) on his refrigerator, and his warranty does not provide for food loss reimbursement, we have submitted a $200.00 food loss request for customer satisfaction. The request was processed on February 7, 2017, so Mr. [redacted] should receive a check in the next two weeks. With that said, since we have documented Mr. [redacted] concerns with the repair process, and we have completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:1. Your representatives at Sears Auto Center admitted their mistakes, apologized to me and my wife, but lied to your claims adjuster. Additionally, Sears instructed me to take my vehicle to Tameron Honda to repair what they could not repair. Tameron Honda provided documentation stated that Sears tore a cord, provided evidence, and a written statement. Still your claims department denied this portion of the claim. I will be filing suit in Small Claims Court. I would accept any denial...if your representatives didn't LIE.
Sincerely,
Larry [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,
Kathleen M[redacted]
Complaint: [redacted]
I am rejecting this response because: Sears has made this a marketing ploy .... they list several items at these very low prices so shoppers run through fast selecting and buying items thinking falsely that they are getting a great buy....or showing these prices through other pages and ads to draw in shoppers....to take advantage of more simple folks....Sears wants us to buy at our own risk....REALLY....is this to be your new motto.....great marketing....dare you to pass this on to your CEO and see his actions taken.
Sincerely,
[redacted]
February 14, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: William A. [redacted] - # [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Carpet Cleaning....
Upon researching Mr. [redacted] complaint, we found that his concerns were previously investigated by our escalated customer service group, Executive Member Services (EMS). EMS forwarded the matter to Sears Carpet Cleaning, who subsequently advised that a refund would not be provided. As clarification, the guarantee allows for a follow-up inspection and cleaning; Sears must be permitted to remedy any outstanding concerns. Unfortunately, when Mr. [redacted] had his carpets re-cleaned by another service provider, he voided the guarantee and thereby, forfeited any chance for a refund. As this decision is final and commensurate to the terms of Sears Satisfaction Guarantee, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[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 the repair of her weed...
eater.
Upon receiving Ms. [redacted] complaint, we escalated his concerns to [redacted], Team Lead for Carry In Services who agreed to replace her weed eater per her request. That being said, because we are in the process of replacing Ms. [redacted] weed eater, 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.
April 1, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the cancelation of his order when it was...
discovered the product was no longer available and his request to have other, similar merchandise priced the same. We apologize for the delay in responding to Mr. [redacted] concerns. Our records indicate that we did handle his issue around the same time he filed but our response was never put into the case. Per the terms of use posted on our site, we are not responsible for any errors in product availability, description, or price. If we discover an item is no longer available, then we cancel the sale and issue a full refund. It is then the consumer’s choice whether they want to try to place another order with whatever we still have available. In Mr. [redacted] case, there were a lot of trees that were discounted in price to clear them out after the holiday season. Once they were sold out though, there were no other trees in that price point that were available. As a courtesy only since we did not have any obligation to provide Mr. [redacted] with a comparable item for the same price, he was offered a $50.00 e-gift card. Our records reflect that he accepted the gift card as an expression of our apologies for failing his expectations and he used this gift card February 16, 2017. At this time, since we have explained that we did not have the merchandise to fulfill the order so it was canceled and refunded in full, 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]Team Manager, Regulatory ComplaintsDirect Line[redacted]Email: [redacted]
[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 appliances purchased from Sears. The warranty dates have been changed to...
September 1, 2016. The Master Protection Agreements on the range and refrigerator have also been moved and the dates adjusted. Since we have made the aforementioned adjustments, 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, [redacted] Regulatory Claims 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.
I have had an opportunity to speak with [redacted], the store manager, earlier today, and she sincerely apologized that the situation took place and that I encountered such difficulty obtaining answers from my previous attempts at resolving this issue. [redacted] took the time to explain why this may have happened, and invited me to reach out to her, or her assistant manager, if I ever need assistance at her store going forward. While my initial issue, or the poor service I received while trying to get it resolved, was not an error of [redacted] or her store's team, she took ownership of the situation, solved the problem, and made me feel welcome back. She is certainly an asset to your company.
Sincerely,
[redacted]
September 13, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted]Dear Ms. [redacted]We have completed the investigation of Ms. A[redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms....
A[redacted] complaint and our records, we contacted our credit department to have an audit conducted on the order in question. Once completed our records show that on July 08, 2017 a check in the amount of $344.09 was mailed out via [redacted]. In addition, a second check for $20.51 was also mailed out via [redacted]. Since we were able to confirm that Ms. A[redacted] was credited 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, [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Sears' response because on August 31st, Sears provided a technician, fulfilling our service warranty agreement. This technician was able to repair my refrigerator. In the immediate future, I do hope Sears will provide better training of their customer service personnel. I also hope they look at the systems they have in place so that when a technicians is ill, they have coverage options so that these customers do not go to the bottom of the scheduling list.
September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: Megan [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding her dryer. First, we would like to...
apologize to Ms. [redacted] for failing her expectations in regard to the dryer she recently purchased. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon researching Ms. [redacted]’ complaint, we confirmed that the dryer she selected is not available until September 30, 2016. Ms. [redacted] has several options; she can return the washer and dryer for a refund; she can return to the store and reselect; she can wait for the delivery of the replacement dryer; or she can schedule service on the dryer to see if the problem can be easily resolved. If Ms. [redacted] chooses to have the dryer repaired, and the technician corrects the problem, the order for the replacement dryer will be canceled. If Ms. [redacted] wishes to return the washer and dryer, she can contact our delivery department to schedule the pick-up. With that said, if Ms. [redacted] decides to wait for the replacement dryer, we understand that the delay is inconvenient; therefore, we would be willing to provide her with a sales adjustment of $100.00 off of the cost of the washer and dryer. A credit would be applied to Ms. [redacted] MasterCard ending in 3826. If Ms. [redacted] would like to accept the offer of a sales adjustment, she can reply to Melissa.[redacted]@searshc.com. In the interim, since we have explained the options available to Ms. [redacted], we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted]Regulatory Complaints Specialist
October 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Joanna H[redacted] Dear [redacted] We have completed the investigation of Ms. H[redacted] complaint regarding her lease....
First of all, we want to note that [redacted] (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirements. A copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account. Our Lease program is not a finance or lease to own program. Rather[redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five months. Upon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item.” WNLI has reviewed its records and concluded it properly administered the lease. Ms. H[redacted] is at the point in her lease where she may arrange a purchase of the lease property or return the leased items to WNLI. However, WNLI would need to be spoken with in this regard since they administer her lease. In light of the aforementioned information, we have closed our file. We apologize to Ms. H[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:The check has been received. Thank you for helping to resolve this matter.
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,
Stacy [redacted]
September 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94567161 - Hazen [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with Sears delivery and non-receipt...
of a full refund for his return.
It is unfortunate that we failed Mr. [redacted] expectations when he recently purchased a washer and dryer with delivery service from Sears. 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. We have reviewed our records and revealed that that the remaining amount of $131.46 was refunded to Mr. [redacted] on August 24, 2015. Therefore, 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 the requested refund has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-[redacted] Ext. [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the additional offer of $75, in addition to the $25 check that I have already received. This will total $100, when I receive the additional check. This is reasonable and what I was promised in the beginning, and...
therefore accept on the condition that I receive the additional $75.
Thank you Revdex.com for a job well done.
James E [redacted]
December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887148 – Kristen
[redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the initial diagnosis and repair on her...
washer and the subsequent
assessment that involved a different problem.As clarification, Ms. [redacted] is no longer covered
under her full one year warranty but she did have a 10 year exceptional parts warranty
on the tub. We would note though that the warranty makes it clear that while
the part is covered, the labor would be at the customer’s expense after the
first year. So while the first repair may not have corrected the issue, the
labor collected on that repair was only $139.00 plus tax, while the replacement
of the tub has a cost of $162.00. While we would not have charged the
difference, since the initial labor fee came with a 90-day repair guarantee, it
does mean that Ms. [redacted] was not entitled to receive a refund for the first
charge that she paid.With that said, our customer support group provided Ms.
[redacted] with a refund as a courtesy. This was processed on November 20, 2015,
as a mailed bank check for $150.29. These normally arrive within about 1-2
weeks so it is likely she has received this check by now or will receive it
shortly. In the interim, since we have explained what the coverage was for the
labor charge and yet refunded Ms. [redacted] anyway, 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 ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Randall [redacted]
May 12, 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 non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Mr. [redacted] was assisted by Executive Member Services associate [redacted]. Our records indicate that Mr. [redacted] was provided with a discount and on April 10, 2017, he confirmed that he received the [redacted] Upright Bike. Mr. [redacted] is welcome to contact Ms[redacted] at [redacted] extension [redacted] if he has any further questions about this issue or his discount. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Contact Name and Title: MELISSA [redacted]
August 20, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Ahmed [redacted] - # 9456[redacted]
Dear Ms. [redacted]:
We have completed our investigation Mr. [redacted] rebuttal to our previous response.
After forwarding Mr. [redacted] follow-up concerns to the local office, they proposed a new settlement offer, which Mr. [redacted] reluctantly accepted. Additionally, Mr. [redacted] has emailed the signed release and should see a credit for $1,080.00 post to his account within the next 28 days. With that said, we ask that this matter be closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
February 7, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator repair. It is...
regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Our records show that several repair attempts have been made to Mr. [redacted] refrigerator. The last repair was completed on February 6, 2017, with the installation of an evaporator and drier. While Mr. [redacted] no longer carries a Master Protection Agreement (MPA) on his refrigerator, and his warranty does not provide for food loss reimbursement, we have submitted a $200.00 food loss request for customer satisfaction. The request was processed on February 7, 2017, so Mr. [redacted] should receive a check in the next two weeks. With that said, since we have documented Mr. [redacted] concerns with the repair process, and we have completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:1. Your representatives at Sears Auto Center admitted their mistakes, apologized to me and my wife, but lied to your claims adjuster. Additionally, Sears instructed me to take my vehicle to Tameron Honda to repair what they could not repair. Tameron Honda provided documentation stated that Sears tore a cord, provided evidence, and a written statement. Still your claims department denied this portion of the claim. I will be filing suit in Small Claims Court. I would accept any denial...if your representatives didn't LIE.
Sincerely,
Larry [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,
Kathleen M[redacted]
Complaint: [redacted]
I am rejecting this response because: Sears has made this a marketing ploy .... they list several items at these very low prices so shoppers run through fast selecting and buying items thinking falsely that they are getting a great buy....or showing these prices through other pages and ads to draw in shoppers....to take advantage of more simple folks....Sears wants us to buy at our own risk....REALLY....is this to be your new motto.....great marketing....dare you to pass this on to your CEO and see his actions taken.
Sincerely,
[redacted]
February 14, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: William A. [redacted] - # [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Carpet Cleaning....
Upon researching Mr. [redacted] complaint, we found that his concerns were previously investigated by our escalated customer service group, Executive Member Services (EMS). EMS forwarded the matter to Sears Carpet Cleaning, who subsequently advised that a refund would not be provided. As clarification, the guarantee allows for a follow-up inspection and cleaning; Sears must be permitted to remedy any outstanding concerns. Unfortunately, when Mr. [redacted] had his carpets re-cleaned by another service provider, he voided the guarantee and thereby, forfeited any chance for a refund. As this decision is final and commensurate to the terms of Sears Satisfaction Guarantee, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
September 29, 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 the repair of her weed...
eater.
Upon receiving Ms. [redacted] complaint, we escalated his concerns to [redacted], Team Lead for Carry In Services who agreed to replace her weed eater per her request. That being said, because we are in the process of replacing Ms. [redacted] weed eater, 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
[redacted]
[redacted]