(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Adam for explaining the steps taken. Please make sure in the future that when we shop in the store that Thomas will NOT deal with us and we can deal with any available associate.
Thank you again for the followup.
July 25, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. V[redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction that the air conditioner repair was...
not completed in a timely manner.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. C[redacted] may have experienced. It is unfortunate that we failed Ms. C[redacted] expectations when she recently scheduled an air conditioner repair. We value Ms. C[redacted] patronage, but can understand her frustration. We want to assure Ms. C[redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service availability further.
According to our records, the air conditioner was purchased on June 29, 2016 and she reported the problem with the air conditioner on May 26, 2017. Since the air conditioner failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repair. On June 21, 2017 our technician assessed the unit and ordered the parts needed for the repair. As clarification, our technicians carry limited parts inventory in their trucks with the most common parts. If a part is not standard inventory, the technician must order the parts. We contacted Mr. C[redacted] and he confirmed that the repair was completed on July 20, 2017 and the air conditioner is working.
We apologize that due to lack of service availability in Ms. C[redacted] area, the repair took longer than expected. For her inconvenience, we have issued her a $100 gift card. Ms. C[redacted] should receive the gift card via regular mail within 10 business days. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. 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,
M[redacted] S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
May 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the charge for a recent service call to her washer. First,...
we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her dishwasher. We do not take these matters lightly and we sincerely regret any frustration Ms. [redacted] may have experienced. After reviewing the notes in [redacted] service order, we determined that it was not unreasonable for Ms. [redacted] to expect to be only charged for a diagnosis. Therefore, we have submitted a credit request in the amount of $69.25; the amount she paid above the $59.00 diagnostic fee. Ms. [redacted] should see the refund post to her [redacted] account ending in [redacted] within the next two weeks. In summary, since we have documented [redacted] concerns with her repair experienced and processed the requested refund, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 2, 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 dissatisfaction with the problems encountered when...
scheduling a repair for her washer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a washer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled.
As clarification, when an appointment must be rescheduled, our system will reschedule for the first available date and time frame. Unfortunately, at the time, the first available date was November 7, 2016. In an effort to retain her business, we made accommodations to provide her with a sooner service date and provided Ms. [redacted] with a 20% discount. Our records indicate that the washer was repaired on October 28, 2016.
As far as Ms. [redacted] request for additional compensation or a replacement washer is concerned, we did not find that this was warranted, particularly since providing a sooner service date is considered a concession and the washer is no longer under warranty. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] for this issue 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]
February 15, 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 griddle order. We have reviewed Mr. [redacted] new concern and would again like to assist him with a resolution as we have offered in our last two responses to the Revdex.com. If in fact the return label we issued was not accepted by [redacted] then we would rather arrange a point of contact at his local Sears store for the return instead of creating a new label. However, Mr. [redacted] has stated in his most recent response that he has already purchased a new griddle from another retailer. If Mr. [redacted] would like to accept a return and refund from the store then we ask him to contact us via email at [redacted] so that we can make arrangements with a Manager to meet him and resolve his complaint. As clarification again, Sears is willing to stand behind this product Mr. [redacted] purchased and we will accept the return and issue a refund if Mr. [redacted] would like to proceed with our offer. We respectfully ask to have this matter remain closed since we have continued to honor his request and no further resolution was requested. 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. #2006Chicago, IL 60611 Re: [redacted] - Lisa H [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the completion of the repairs for her refrigerator. It is...
unfortunate that our third party provider failed to keep Ms. [redacted] informed of the part delays. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that any inconvenience. We respectfully ask that this matter be closed, since we have repaired Ms. [redacted] refrigerator and noted her candid feedback. Again, we apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]Vanessa.L.[redacted]@searshc.com
May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his...
inability to use a recent promotion. We have a strict policy of making one allowance for a member if they fail to use surprise or bonus points before they expire as a courtesy. This was already done once before in Mr. [redacted] case and we feel this must be what he was thinking of. We appreciate Mr. [redacted] patronage and we realize that he says he had health issues that kept him from using the point in question. However, we strive to be fair and consistent with our consumers; therefore, we cannot make another exception and our records do not indicate that this was promised to him again. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [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,
J[redacted] Z**
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,
[redacted]
Initial Business Response /* (1000, 14, 2015/07/21) */
July 20, 2015
[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...
refund she was entitled to receive since the amount collected at the beginning of her service was lower once the service was completed.
Ms. [redacted] was correct that she was owed $54.00 due to the fact that a less expensive part was used to complete her repair than originally projected. Currently when this happens, our technician mails in a form with his weekly paperwork, and then that form is processed by our billing department. Depending upon how timely the form is sent and the mail is running, not to mention how long the information that is sent in takes to be sorted through properly and then worked, it can take a few weeks for the refund to be issued and then a few weeks more for the consumer to receive it. In Ms.[redacted] case, the refund was promised on our visit of May 29, 2015, and just under 3 weeks later, on June 18, 2015, our billing department processed the refund for $54.00, which generated a mailed bank check that Ms. [redacted] should have received within approximately 2-3 weeks. We apologize if she was not given a realistic time frame in which to expect to receive her refund. At this time, since she should have received her check by now as it has been longer than 3 weeks since it was mailed, we have closed our file.
Again, 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]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: [redacted]
Initial Consumer Rebuttal /* (2000, 16, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally got my check. If someone on the phone could have told me it was coming then it wouldn't have been a problem, but no one could see that info & just keep giving me the run around. Customer service needs to be dramatically improved. It shouldn't be difficult to simply tell a customer the check is processing, is in the mail, or whatever the status is. I got the check the day after I filed the complaint so someone on the phone should have simply been able to say that my check was in the mail.
August 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #11596495 – Glenn [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and partial refund of his kmart.com layaway order. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently used Kmart online layaway. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that refunds of $24.69, $19.69 and $5.00 were issued to Mr. [redacted]’s PayPal account on July 26, 2016. These refunds represent the total amount Mr. [redacted] paid, less a $10.00 cancellation fee. 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]’s comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation Ms. [redacted] complaint regarding her dishwasher. Service was scheduled for...
February 2, 2017 but our service technician was not able to duplicate and issue with Ms. [redacted] dishwasher at that time although we do show multiple services completed with repairs to the pump and replacement of the motor. We are currently waiting contact from Ms. [redacted] to discuss the issue further. 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 [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.
Should the promised gift card not arrive in the timeframe provided, I will be doubly sure to reference this complaint in future communications.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Katherine T [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and her dishwasher. Ms. [redacted]...
dishwasher was covered by the units one year parts and labor warranty which expired on January 10, 2014. The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, 2018. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 closed service calls where functional parts have been replaced within a 12 month period. After reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacement. Sears dispatched a technician to Ms. [redacted] home on November 16, 2016 to diagnose her complaint that her dishwasher emitted a burning smell. Upon arrival at the home, Ms. [redacted] refused service. Later in the day, Ms. [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms. [redacted], who reiterated the terms and conditions of the MPA regarding replacement. Sears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously stated. At this time, we find ourselves at an impasse with Ms. [redacted]. If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forward. If Ms. [redacted] would like to move forward, she can email me at Adam.[redacted]@searshc.com. Ms. [redacted] notes in her complaint that she would like a refund. We feel it is important to refer Ms. [redacted] to her sales check, provided as a courtesy, which notes that she had 30 days in which to request a refund. The dishwasher was purchased January 4, 2013, therefore a refund is not an option. Since we have provided our stance as it relates to Ms. [redacted] complaint, we ask that this complaint be closed pending further contact. 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
January 20, 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 and...
non-receipt of a full refund. After researching the online order we found that the item was purchased from a Sears vendor direct. According to Sears Online they sent an email to Ms. [redacted] on December 2, 2015, asking for additional information to confirm the item had been returned. We ask that Ms. [redacted] provide the return tracking number, the date it was returned and the carrier she used to return the item (ex. [redacted]. Once Sears Online is able to verify that the product has been returned, then a refund can be processed. Ms. [redacted] may either contact Sears Online directly at [redacted] or via email at [redacted] In the interim, we have noted [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
August 23, 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. K[redacted] complaint regarding the assembly of his weight system. According to our records, Mr. K[redacted] received a refund for his delivery fee on July 27, 2017 and today we issued an additional $50.00 credit that should reflect within 3-5 business days on his account as a courtesy. We apologize to Mr. K[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]
October 2, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 94568986 - Danelle [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]' rebuttal to our response regarding her dissatisfaction that her dishwasher failed sooner than she expected and her request for a refund.We apologize to Ms. [redacted] that her dishwasher failed after it was serviced and that we failed to meet her expectations. We contacted Ms. [redacted] and informed her that we would add a one year Master Protection Agreement (MPA) on her dishwasher at no additional cost to her. The MPA will cover all parts and labor needed to repair the dishwasher. We also assured Ms. [redacted] that if our technician deems the unit non repairable during the coverage period, then a comparable replacement dishwasher will be covered under the MPA as well. Ms. [redacted] accepted the offer and we scheduled service for October 3, 2015. In the interim, since it is our understanding in speaking with Ms. [redacted] that the protection agreement is a resolution that met with her approval, we have closed our case.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,Matilda [redacted] Regulatory Claims SpecialistSears Holdings Corporation[redacted]searshc.com
September 22, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Marilyn M[redacted]Dear [redacted]We have completed the investigation of Ms. M[redacted] complaint regarding the delay in receiving her purchased fridge.We would first...
like to apologize that many factors resulted in the day of delivering Ms. M[redacted] appliance. We have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. M[redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing Ms. M[redacted] complaint and our records, we were able to determine that the due a systems error, her order was not routed and unfortunately had to be rescheduled. Our records show that the delivery was completed on August 24, 2017. For any inconvenience this may have caused, we issued a $140.00 in SYWR points. It is our hope that Ms. M[redacted] appliance will provide her with long term satisfaction. Since the delivery of Ms. M[redacted] purchased appliance has been completed and courtesy compensation was provided, 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]
September 7, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # -Roxy S[redacted] Dear [redacted] We have completed the investigation of Ms. S[redacted] rebuttal to the response we provided.We reached out to the underwriter of Ms. S[redacted] Home Warranty, which is [redacted] and they indicated that the claim was properly deied due to pre-existing conditions and that a claim was attempted prior to the agreement's effective date. They indicated that they had informed Ms. S[redacted] that the claim would be upheld unless she was able to provide documentation to support her contention that the original issue had been resolved. They said they never received this. As for cancelation, Ms. S[redacted] can cancel if she wishes, but there is a Paid Call Earl Cancellation fee of $344.47. It would benefit Ms. S[redacted] to keep the warranty instead since she only has an unpaid premium of $119.97, which is less than the cancellation fee would be.Ms. S[redacted] was sent a copy of the full terms of her Home Warranty, and had a month before it was effective. In that time she could have reviewed all the terms and canceled then if she wanted. At this point, since we have explained why the compactor was not covered, we have closed our file.Sincerely,Dana S[redacted]Team Manager, Regulatory Complaints
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,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Adam for explaining the steps taken. Please make sure in the future that when we shop in the store that Thomas will NOT deal with us and we can deal with any available associate.
Thank you again for the followup.
July 25, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. V[redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction that the air conditioner repair was...
not completed in a timely manner.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. C[redacted] may have experienced. It is unfortunate that we failed Ms. C[redacted] expectations when she recently scheduled an air conditioner repair. We value Ms. C[redacted] patronage, but can understand her frustration. We want to assure Ms. C[redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service availability further.
According to our records, the air conditioner was purchased on June 29, 2016 and she reported the problem with the air conditioner on May 26, 2017. Since the air conditioner failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repair. On June 21, 2017 our technician assessed the unit and ordered the parts needed for the repair. As clarification, our technicians carry limited parts inventory in their trucks with the most common parts. If a part is not standard inventory, the technician must order the parts. We contacted Mr. C[redacted] and he confirmed that the repair was completed on July 20, 2017 and the air conditioner is working.
We apologize that due to lack of service availability in Ms. C[redacted] area, the repair took longer than expected. For her inconvenience, we have issued her a $100 gift card. Ms. C[redacted] should receive the gift card via regular mail within 10 business days. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. 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,
M[redacted] S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
May 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the charge for a recent service call to her washer. First,...
we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her dishwasher. We do not take these matters lightly and we sincerely regret any frustration Ms. [redacted] may have experienced. After reviewing the notes in [redacted] service order, we determined that it was not unreasonable for Ms. [redacted] to expect to be only charged for a diagnosis. Therefore, we have submitted a credit request in the amount of $69.25; the amount she paid above the $59.00 diagnostic fee. Ms. [redacted] should see the refund post to her [redacted] account ending in [redacted] within the next two weeks. In summary, since we have documented [redacted] concerns with her repair experienced and processed the requested refund, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 2, 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 dissatisfaction with the problems encountered when...
scheduling a repair for her washer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a washer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled.
As clarification, when an appointment must be rescheduled, our system will reschedule for the first available date and time frame. Unfortunately, at the time, the first available date was November 7, 2016. In an effort to retain her business, we made accommodations to provide her with a sooner service date and provided Ms. [redacted] with a 20% discount. Our records indicate that the washer was repaired on October 28, 2016.
As far as Ms. [redacted] request for additional compensation or a replacement washer is concerned, we did not find that this was warranted, particularly since providing a sooner service date is considered a concession and the washer is no longer under warranty. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] for this issue 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]
February 15, 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 griddle order. We have reviewed Mr. [redacted] new concern and would again like to assist him with a resolution as we have offered in our last two responses to the Revdex.com. If in fact the return label we issued was not accepted by [redacted] then we would rather arrange a point of contact at his local Sears store for the return instead of creating a new label. However, Mr. [redacted] has stated in his most recent response that he has already purchased a new griddle from another retailer. If Mr. [redacted] would like to accept a return and refund from the store then we ask him to contact us via email at [redacted] so that we can make arrangements with a Manager to meet him and resolve his complaint. As clarification again, Sears is willing to stand behind this product Mr. [redacted] purchased and we will accept the return and issue a refund if Mr. [redacted] would like to proceed with our offer. We respectfully ask to have this matter remain closed since we have continued to honor his request and no further resolution was requested. 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. #2006Chicago, IL 60611 Re: [redacted] - Lisa H [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the completion of the repairs for her refrigerator. It is...
unfortunate that our third party provider failed to keep Ms. [redacted] informed of the part delays. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that any inconvenience. We respectfully ask that this matter be closed, since we have repaired Ms. [redacted] refrigerator and noted her candid feedback. Again, we apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]Vanessa.L.[redacted]@searshc.com
May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his...
inability to use a recent promotion. We have a strict policy of making one allowance for a member if they fail to use surprise or bonus points before they expire as a courtesy. This was already done once before in Mr. [redacted] case and we feel this must be what he was thinking of. We appreciate Mr. [redacted] patronage and we realize that he says he had health issues that kept him from using the point in question. However, we strive to be fair and consistent with our consumers; therefore, we cannot make another exception and our records do not indicate that this was promised to him again. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [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,
J[redacted] Z**
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,
[redacted]
Initial Business Response /* (1000, 14, 2015/07/21) */
July 20, 2015
[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...
refund she was entitled to receive since the amount collected at the beginning of her service was lower once the service was completed.
Ms. [redacted] was correct that she was owed $54.00 due to the fact that a less expensive part was used to complete her repair than originally projected. Currently when this happens, our technician mails in a form with his weekly paperwork, and then that form is processed by our billing department. Depending upon how timely the form is sent and the mail is running, not to mention how long the information that is sent in takes to be sorted through properly and then worked, it can take a few weeks for the refund to be issued and then a few weeks more for the consumer to receive it. In Ms.[redacted] case, the refund was promised on our visit of May 29, 2015, and just under 3 weeks later, on June 18, 2015, our billing department processed the refund for $54.00, which generated a mailed bank check that Ms. [redacted] should have received within approximately 2-3 weeks. We apologize if she was not given a realistic time frame in which to expect to receive her refund. At this time, since she should have received her check by now as it has been longer than 3 weeks since it was mailed, we have closed our file.
Again, 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]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: [redacted]
Initial Consumer Rebuttal /* (2000, 16, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally got my check. If someone on the phone could have told me it was coming then it wouldn't have been a problem, but no one could see that info & just keep giving me the run around. Customer service needs to be dramatically improved. It shouldn't be difficult to simply tell a customer the check is processing, is in the mail, or whatever the status is. I got the check the day after I filed the complaint so someone on the phone should have simply been able to say that my check was in the mail.
August 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #11596495 – Glenn [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and partial refund of his kmart.com layaway order. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently used Kmart online layaway. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that refunds of $24.69, $19.69 and $5.00 were issued to Mr. [redacted]’s PayPal account on July 26, 2016. These refunds represent the total amount Mr. [redacted] paid, less a $10.00 cancellation fee. 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]’s comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation Ms. [redacted] complaint regarding her dishwasher. Service was scheduled for...
February 2, 2017 but our service technician was not able to duplicate and issue with Ms. [redacted] dishwasher at that time although we do show multiple services completed with repairs to the pump and replacement of the motor. We are currently waiting contact from Ms. [redacted] to discuss the issue further. 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 [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.
Should the promised gift card not arrive in the timeframe provided, I will be doubly sure to reference this complaint in future communications.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Katherine T [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and her dishwasher. Ms. [redacted]...
dishwasher was covered by the units one year parts and labor warranty which expired on January 10, 2014. The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, 2018. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 closed service calls where functional parts have been replaced within a 12 month period. After reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacement. Sears dispatched a technician to Ms. [redacted] home on November 16, 2016 to diagnose her complaint that her dishwasher emitted a burning smell. Upon arrival at the home, Ms. [redacted] refused service. Later in the day, Ms. [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms. [redacted], who reiterated the terms and conditions of the MPA regarding replacement. Sears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously stated. At this time, we find ourselves at an impasse with Ms. [redacted]. If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forward. If Ms. [redacted] would like to move forward, she can email me at Adam.[redacted]@searshc.com. Ms. [redacted] notes in her complaint that she would like a refund. We feel it is important to refer Ms. [redacted] to her sales check, provided as a courtesy, which notes that she had 30 days in which to request a refund. The dishwasher was purchased January 4, 2013, therefore a refund is not an option. Since we have provided our stance as it relates to Ms. [redacted] complaint, we ask that this complaint be closed pending further contact. 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
January 20, 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 and...
non-receipt of a full refund. After researching the online order we found that the item was purchased from a Sears vendor direct. According to Sears Online they sent an email to Ms. [redacted] on December 2, 2015, asking for additional information to confirm the item had been returned. We ask that Ms. [redacted] provide the return tracking number, the date it was returned and the carrier she used to return the item (ex. [redacted]. Once Sears Online is able to verify that the product has been returned, then a refund can be processed. Ms. [redacted] may either contact Sears Online directly at [redacted] or via email at [redacted] In the interim, we have noted [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
August 23, 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. K[redacted] complaint regarding the assembly of his weight system. According to our records, Mr. K[redacted] received a refund for his delivery fee on July 27, 2017 and today we issued an additional $50.00 credit that should reflect within 3-5 business days on his account as a courtesy. We apologize to Mr. K[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]
October 2, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 94568986 - Danelle [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]' rebuttal to our response regarding her dissatisfaction that her dishwasher failed sooner than she expected and her request for a refund.We apologize to Ms. [redacted] that her dishwasher failed after it was serviced and that we failed to meet her expectations. We contacted Ms. [redacted] and informed her that we would add a one year Master Protection Agreement (MPA) on her dishwasher at no additional cost to her. The MPA will cover all parts and labor needed to repair the dishwasher. We also assured Ms. [redacted] that if our technician deems the unit non repairable during the coverage period, then a comparable replacement dishwasher will be covered under the MPA as well. Ms. [redacted] accepted the offer and we scheduled service for October 3, 2015. In the interim, since it is our understanding in speaking with Ms. [redacted] that the protection agreement is a resolution that met with her approval, we have closed our case.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,Matilda [redacted] Regulatory Claims SpecialistSears Holdings Corporation[redacted]searshc.com
September 22, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Marilyn M[redacted]Dear [redacted]We have completed the investigation of Ms. M[redacted] complaint regarding the delay in receiving her purchased fridge.We would first...
like to apologize that many factors resulted in the day of delivering Ms. M[redacted] appliance. We have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. M[redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing Ms. M[redacted] complaint and our records, we were able to determine that the due a systems error, her order was not routed and unfortunately had to be rescheduled. Our records show that the delivery was completed on August 24, 2017. For any inconvenience this may have caused, we issued a $140.00 in SYWR points. It is our hope that Ms. M[redacted] appliance will provide her with long term satisfaction. Since the delivery of Ms. M[redacted] purchased appliance has been completed and courtesy compensation was provided, 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]
September 7, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # -Roxy S[redacted] Dear [redacted] We have completed the investigation of Ms. S[redacted] rebuttal to the response we provided.We reached out to the underwriter of Ms. S[redacted] Home Warranty, which is [redacted] and they indicated that the claim was properly deied due to pre-existing conditions and that a claim was attempted prior to the agreement's effective date. They indicated that they had informed Ms. S[redacted] that the claim would be upheld unless she was able to provide documentation to support her contention that the original issue had been resolved. They said they never received this. As for cancelation, Ms. S[redacted] can cancel if she wishes, but there is a Paid Call Earl Cancellation fee of $344.47. It would benefit Ms. S[redacted] to keep the warranty instead since she only has an unpaid premium of $119.97, which is less than the cancellation fee would be.Ms. S[redacted] was sent a copy of the full terms of her Home Warranty, and had a month before it was effective. In that time she could have reviewed all the terms and canceled then if she wanted. At this point, since we have explained why the compactor was not covered, we have closed our file.Sincerely,Dana S[redacted]Team Manager, Regulatory Complaints
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,
[redacted]