Complaint[redacted]I rejected their response do I can advise of the outcome. SEARS can't even handle a decent reponse that makes sense. after another long phone call and another 5 days I finally received my refund. Tried to resolve really? thank you Revdex.com for trying to assist. No responsibility on their part.
I am rejecting this response because:
Sincerely,
[redacted]
October 27, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Judy Y[redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding her...
refrigerator. It is unfortunate that we failed Ms. [redacted] expectations in regard to the repair of her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] concerns to the appropriate management team for further review. Although several repair attempts were made to Ms. [redacted] refrigerator, it was determined on October 25, 2016, that the unit should be replaced under the Master Protection Agreement (MPA). Ms. [redacted] was contacted and advised that she was authorized $3,599.99 towards a new refrigerator from Sears. Ms. [redacted] selected a new refrigerator on October 25, 2016, and is scheduled for delivery on November 2, 2016. We will monitor the delivery to ensure that the remaining MPA coverage transfers to the new refrigerator. Also, under Ms. [redacted] MPA, she is entitled to $250.00 food loss per year. Ms. [redacted] can file a claim by calling (800) 827-6655. If she encounters any issues in filing a claim, she can send an email to Melissa.[redacted]@searshc.com. In the interim, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. We apologize to Ms. [redacted] and 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 parts purchased from Sears. [redacted] Sears Parts Direct...
Customer Advocate provided the following response: After receiving and reviewing Ms. [redacted] complaint, I contacted her to discuss her concerns. Once contact was made Ms. [redacted] informed me that the local store will be shipping the ordered part to her home and that no further action was needed. That said, if Ms. [redacted] has any other concerns we invite her to contact her case manager, [redacted] at [redacted]. Since we have been advised by Ms. [redacted] that her part is being mailed to her, 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]
July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Lawrence [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding the appointment availability...
for service on his water heater. In regard to the delay Mr. [redacted] experienced receiving service, unfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customers. It is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occur. We are always looking for ways to improve on customer service and would like to assure Mr. [redacted] that his candid feedback has been forwarded to the appropriate parties regarding what occurred with our technician tagging his door saying he was not home. We apologize that we were unable to accommodate Mr. [redacted] schedule and arrange a mutually satisfying time frame for repair. Although we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possible especially when a consumer’s water supply may be affected. With that that said, our records reflect that the needed repair was completed on July 6, 2016. We respectfully ask that this complaint be closed as service has been completed, and the manufacturer’s warranty makes no provisions for compensation of any kind including incidental or consequential damages. 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, Tammi[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com [redacted]
Dear Ms. [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above- referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their...
overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. I would like to address Mr. [redacted] allegations that he was not informed of the interest for financing his window replacement contract I spoke with Mr. [redacted] on April 4th, 2017, and Mr. [redacted] told me directly that SHIP did in fact provide him with a copy of the contract. He also indicated that we provided him a CD that contained all documents related to the windows he had financed and purchased. Mr. [redacted] went on to tell me that he never read the documents until sometime after the windows were installed. The contract was signed on September 20th, 2016, and the windows were installed on November 11th, 2016. There was over 30 days in-between those dates that the member had all documents for the window order for his review and he could have questioned or canceled the installation. SHIP apologizes for any inconvenience Mr. [redacted] may have experienced but the facts indicate there was nothing more we could have done to insure Mr. [redacted] knew what his interest rate was. He had the documents; he just chose not to read them. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mr. [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her glass cook top. Ms. [redacted] glass cook top was replaced on...
January 17, 2017. Ms. [redacted] confirmed the completion of the repair. Since we have replaced the glass of the cook top at no cost to Ms. [redacted] we have closed this 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 [redacted]
October 21, 2016 [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...
water heater. Unfortunately, we had an issue with a sick technician in Mr. [redacted] area and we sincerely apologize for the delay. We were able to arrange for his repair to be done on October 19, 2016. As a conciliatory gesture, we are sending Mr. [redacted] a $40.00 gift card, which should arrive within 10-12 business days. We want to assure Mr. [redacted] that we are currently examining the cause of the delay in order to prevent further such occurrences as well. 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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service for her refrigerator. Upon receipt of...
Ms. [redacted] complaint, we found that she had previously been in contact with Ms. [redacted] in our Executive Member Support department. Our records show that Ms. [redacted]’s refrigerator was repaired on September 13, 2016. Ms. [redacted] confirmed this with Ms. [redacted] on September 14, 2016. If Ms. [redacted] is still in need of assistance she need only contact her case manager [redacted] directly at [redacted] Since we have repaired Ms. Ms. [redacted]’* refrigerator we have closed our file. 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 [redacted]
August 1, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ms. Melissa [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience. It is unfortunate that we failed Ms. [redacted]’s expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. While we are unable to send the jeans, we can issue $20.00 in Shop Your Way Reward points that Ms. [redacted] can apply to her new order to cover the discounts she initially received on her order. Fortunately, our records show that a refund of $35.26 was issued to Ms. [redacted] on July 14, 2017, under return receipt number 093000998427. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted]’s 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, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Dwain G [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service on his refrigerator. Research shows that Mr....
[redacted] had been offered a replacement for customer satisfaction reasons only on August 1, 2016 for his refrigerator. The exchange was processed on August 12, 2016 with delivery set up for August 19, 2016. Unfortunately Mr. [redacted] did not purchase a Master Protection Agreement for his original refrigerator and there is no food loss coverage under the manufacture warranty therefore we are unable to honor his request for food loss. Nor are we able to honor his request for a two (2) year service coverage for his new refrigerator. When we informed Mr. and Mrs. [redacted] of this we did offer to process a return and full refund for the original refrigerator but this offer was declined and they choose to continue with the exchange process. Since we have processed an exchange and only await the completion of delivery we have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I am still not understanding how sears sell products that are defected before you have chance to actually use it. I am remolding my home and bought the items ahead of time to be in place when needed. This makes no sense that sears sells products that are no good taking consumers money no wonder so many stores are closing/has closed due to poor service and selling products that are no good that observation speaks volume about this company practice. I do not consider this matter as complete as the repair has not been done. Again crazy that spent hundreds of dollars for a range that do not work before I even have a change to cook on it so now I will probaly have continued problems with this range over time since it I am starting out with it not working. Sears should do the right thing give me a brand range that works when taking out the box period and they need to check their products before shipping to customers. Now I am being inconvient thru sears negligence. This matter should not be closed as products is stilll not working. I have forward my compliant via other consumers avenues. I should also receive a 100 dollar gift card thru all the troubles I am having and I have not been able to use the range after spending over 500 dollars for this product.[redacted]
February 26, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Christal M B[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding non receipt of credit for her canceled...
order.After reviewing Ms. B[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on February 18, 2018 a credit in the amount of $59.37 back to the original form of payment. Since we were able to confirm that Ms. B[redacted] was credited accordingly for her canceled order, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema C[redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
Initial Business Response /* (1000, 5, 2015/10/22) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms.[redacted] complaint regarding a...
refund she is waiting for from Sears.
[redacted] Operations Manager from the [redacted]m Sears, provided the following response:
A bank check in the amount of $1381.00 has been processed and will be mailed to Ms.[redacted] Typically a consumer can expect to receive a bank check within 10/14 days of processing. If Ms.[redacted]has any additional concerns, I invite her to contact me at the store, I can be reached at [redacted]XXX-XXXX. Since it is my understanding that Ms.[redacted]was satisfied with receiving the aforementioned refund, 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]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I heard from [redacted] operations manager, from the [redacted]m Sears store and she told me on 10/22/15 that Sears is sending out a check for $1381. [redacted] told me the check would reach me within 6-8 weeks. [redacted] regulatory claims specialist, at the [redacted]m store says in his letter dated 10/22/15 that I should received the check in 10-14 days. I'll consider this claim 100% and totally resolved when I receive and deposit the check. I reserve the right to contact the Revdex.com of Chicago if I do not receive the check Sears has promised to me. And, I thank the Revdex.com of Chicago for helping me to resolve this frustrating and time consuming issue.
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,
Chad [redacted]
December 15, 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 refrigerator. First, we would...
like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. Additionally, we forwarded Ms. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. Territory Member Advocate Supervisor [redacted] with unit [redacted] contacted our Routing department to see if Ms. [redacted] repair could be moved up. The soonest available appointment was December 12, 2016, which Ms. [redacted] accepted. On the date of service, the technician replaced the compressor, drier assembly and valve; completing the repair. While we are unable to replace Ms. [redacted] refrigerator, as a conciliatory gesture, we have purchased a one-year extension to Ms. [redacted] Master Protection Agreement (MPA); the coverage now expires on January 7, 2018. In summary, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 25, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted] J [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the service provide on her...
vehicle and the charges she incurred for unnecessary work performed.
Upon receipt of Ms. [redacted] complaint we reached out to [redacted], Auto Center Manager at Store [redacted], to assist with her complaint. Mr. [redacted] confirmed that Ms. [redacted] brought in her vehicle because it had trouble starting. The technician assessed the vehicle and found the low voltage in battery. He proceeded to test the electrical and found the alternator was not charging. As clarification, a bad alternator will cause the battery to drain. Also, as standard procedure, when any vehicle is brought in for a repair, the auto center will run a general inspection as a preventive maintenance check for the consumer. During the inspection, the technician found that the engine had a misfire and wasn't running smooth. We would like to note that the misfiring issue is not related to the charging system. The technician documented on the work order that a tune-up was needed to fix the misfiring issue; a tune-up is needed every 30k miles based on manufacture’s recommendations. Ms. [redacted] was informed about the bad alternator and recharging the battery; and she approved the repair. Regrettably, Ms. [redacted] was not informed that the vehicle also needed a tune-up.
When the repair was completed, the engine would crank but it still would not start. Ms. [redacted] was informed that the technician had recommended a tune-up. She was advised that even after the tune-up was completed there was no guarantee that it would fix the starting problem. Her husband mentioned that the vehicle had not had a tune-up performed in a very long time. Since we had failed to inform Ms. [redacted] about the recommended tune-up when she approved the initial estimate, Mr. [redacted] offered the tune-up at a 50% discount; Ms. [redacted] approved the tune-up on her vehicle. Mr. [redacted] monitored the tune-up and noticed that the spark plugs were extremely worn out. Unfortunately, while the technician was working on the spark plugs the manifold cracked when he was torqueing per specifications. A manifold was ordered and replaced at no charge to Ms. [redacted]. When the tune up was completed the vehicle still had a problem starting.
Since the alternator was bad when the vehicle came in, it was determined that it may have caused the battery to weaken. Due to the inconvenience caused by the cracked manifold issue, Mr. [redacted] authorized to replace the battery at no additional charge to Ms. [redacted]. After installing the battery, the vehicle would start but only after several attempts. Ms. [redacted] made it clear that she could not invest any more money. Mr. [redacted] stated that they ran a live data with a Snap-On scan tool and it had the correct fuel pressure and fuel trim, all within specifications. The technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issues. Therefore, Mr. [redacted] recommended that Ms. [redacted]er take the vehicle to the dealer to fix the electrical issue.
At this point, Ms. [redacted] has been charged for the replacement of the alternator and the tune-up (at a discounted price), which were both definitely needed and she approved. The battery was provided at no charge for the huge inconvenience of the manifolds cracking. Mr. [redacted] communicated to Mr. [redacted] the details of the services performed and he understood that the vehicle had more than one issue when it came in. As far as Mrs. [redacted] request for a refund is concerned, we did not find that this was warranted. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted].[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. E[redacted] complaint regarding his dissatisfaction with our customer service. ...
It is unfortunate that we failed Ms. E[redacted] expectations with her scheduled a refrigerator repair. We value Ms. E[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. E[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 any inconvenience. Our records show that a food loss reimbursement check was processed on May 30, 2017 in the amount of $211.81 as is a benefit under the Master Protection Agreement. We respectfully ask that this matter be closed, since we have repaired Ms. E[redacted] refrigerator and noted her candid feedback. Again, we apologize to Ms. E[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]
October 6, 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 that the range failed too...
soon and her request for an exchange.
We apologize that Ms. [redacted] range failed sooner than she expected. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the item is new.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. [redacted] mentioned that she purchased the range online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the range on August 8, 2016, and then attempted to exchange it on September 17, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the range is covered by the manufacturer’s one-year warranty for parts and labor to service the range. According to our records, the manufacturer’s warranty will expire on August 9, 2017. Since Ms. [redacted] mentioned in her complaint that the burners on the range were not working, we offered to schedule a warranty repair. Ms. [redacted] voiced her concern that the range is defective since it did not work on the initial use. We assured Ms. [redacted] that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warranty. Service is currently scheduled for the range on October 18, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.
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]
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Rashad [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding modem. All sales are final...
at stores undergoing liquidation and this is posted in the stores as well as on the receipts. However, if an item is defective, an exception will be made. We apologize for many misunderstanding. If Mr. [redacted] will visit the sore and ask for Jeff or Larry, he will be provided with a refund. In the meantime, we respectfully ask that this matter be considered closed. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]@searshc.com
October 6, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tracy [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding a new online order for a pair of...
Ear Flat Headphones. After reviewing the notes in this order, we found that Ms. [redacted] had previously been in contact with Sears Online. Accordingly, a refund of $13.20 was processed in the form of a check and $0.49 was credited back to her Shop Your Way Reward account. This refund was processed on October 3, 2016; therefore Ms. [redacted] can expect to receive the check in the mail within 7 to 10 business days from that date. In the interim, we have noted Ms. [redacted]’s concerns and respectfully ask to have this matter closed, pending receipt of the check in the mail. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint[redacted]I rejected their response do I can advise of the outcome. SEARS can't even handle a decent reponse that makes sense. after another long phone call and another 5 days I finally received my refund. Tried to resolve really? thank you Revdex.com for trying to assist. No responsibility on their part.
I am rejecting this response because:
Sincerely,
[redacted]
October 27, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Judy Y[redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding her...
refrigerator. It is unfortunate that we failed Ms. [redacted] expectations in regard to the repair of her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] concerns to the appropriate management team for further review. Although several repair attempts were made to Ms. [redacted] refrigerator, it was determined on October 25, 2016, that the unit should be replaced under the Master Protection Agreement (MPA). Ms. [redacted] was contacted and advised that she was authorized $3,599.99 towards a new refrigerator from Sears. Ms. [redacted] selected a new refrigerator on October 25, 2016, and is scheduled for delivery on November 2, 2016. We will monitor the delivery to ensure that the remaining MPA coverage transfers to the new refrigerator. Also, under Ms. [redacted] MPA, she is entitled to $250.00 food loss per year. Ms. [redacted] can file a claim by calling (800) 827-6655. If she encounters any issues in filing a claim, she can send an email to Melissa.[redacted]@searshc.com. In the interim, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. We apologize to Ms. [redacted] and 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 parts purchased from Sears. [redacted] Sears Parts Direct...
Customer Advocate provided the following response: After receiving and reviewing Ms. [redacted] complaint, I contacted her to discuss her concerns. Once contact was made Ms. [redacted] informed me that the local store will be shipping the ordered part to her home and that no further action was needed. That said, if Ms. [redacted] has any other concerns we invite her to contact her case manager, [redacted] at [redacted]. Since we have been advised by Ms. [redacted] that her part is being mailed to her, 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]
July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Lawrence [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding the appointment availability...
for service on his water heater. In regard to the delay Mr. [redacted] experienced receiving service, unfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customers. It is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occur. We are always looking for ways to improve on customer service and would like to assure Mr. [redacted] that his candid feedback has been forwarded to the appropriate parties regarding what occurred with our technician tagging his door saying he was not home. We apologize that we were unable to accommodate Mr. [redacted] schedule and arrange a mutually satisfying time frame for repair. Although we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possible especially when a consumer’s water supply may be affected. With that that said, our records reflect that the needed repair was completed on July 6, 2016. We respectfully ask that this complaint be closed as service has been completed, and the manufacturer’s warranty makes no provisions for compensation of any kind including incidental or consequential damages. 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, Tammi[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com [redacted]
Dear Ms. [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above- referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their...
overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. I would like to address Mr. [redacted] allegations that he was not informed of the interest for financing his window replacement contract I spoke with Mr. [redacted] on April 4th, 2017, and Mr. [redacted] told me directly that SHIP did in fact provide him with a copy of the contract. He also indicated that we provided him a CD that contained all documents related to the windows he had financed and purchased. Mr. [redacted] went on to tell me that he never read the documents until sometime after the windows were installed. The contract was signed on September 20th, 2016, and the windows were installed on November 11th, 2016. There was over 30 days in-between those dates that the member had all documents for the window order for his review and he could have questioned or canceled the installation. SHIP apologizes for any inconvenience Mr. [redacted] may have experienced but the facts indicate there was nothing more we could have done to insure Mr. [redacted] knew what his interest rate was. He had the documents; he just chose not to read them. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mr. [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her glass cook top. Ms. [redacted] glass cook top was replaced on...
January 17, 2017. Ms. [redacted] confirmed the completion of the repair. Since we have replaced the glass of the cook top at no cost to Ms. [redacted] we have closed this 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 [redacted]
October 21, 2016 [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...
water heater. Unfortunately, we had an issue with a sick technician in Mr. [redacted] area and we sincerely apologize for the delay. We were able to arrange for his repair to be done on October 19, 2016. As a conciliatory gesture, we are sending Mr. [redacted] a $40.00 gift card, which should arrive within 10-12 business days. We want to assure Mr. [redacted] that we are currently examining the cause of the delay in order to prevent further such occurrences as well. 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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service for her refrigerator. Upon receipt of...
Ms. [redacted] complaint, we found that she had previously been in contact with Ms. [redacted] in our Executive Member Support department. Our records show that Ms. [redacted]’s refrigerator was repaired on September 13, 2016. Ms. [redacted] confirmed this with Ms. [redacted] on September 14, 2016. If Ms. [redacted] is still in need of assistance she need only contact her case manager [redacted] directly at [redacted] Since we have repaired Ms. Ms. [redacted]’* refrigerator we have closed our file. 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 [redacted]
August 1, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ms. Melissa [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience. It is unfortunate that we failed Ms. [redacted]’s expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. While we are unable to send the jeans, we can issue $20.00 in Shop Your Way Reward points that Ms. [redacted] can apply to her new order to cover the discounts she initially received on her order. Fortunately, our records show that a refund of $35.26 was issued to Ms. [redacted] on July 14, 2017, under return receipt number 093000998427. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted]’s 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, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Dwain G [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service on his refrigerator. Research shows that Mr....
[redacted] had been offered a replacement for customer satisfaction reasons only on August 1, 2016 for his refrigerator. The exchange was processed on August 12, 2016 with delivery set up for August 19, 2016. Unfortunately Mr. [redacted] did not purchase a Master Protection Agreement for his original refrigerator and there is no food loss coverage under the manufacture warranty therefore we are unable to honor his request for food loss. Nor are we able to honor his request for a two (2) year service coverage for his new refrigerator. When we informed Mr. and Mrs. [redacted] of this we did offer to process a return and full refund for the original refrigerator but this offer was declined and they choose to continue with the exchange process. Since we have processed an exchange and only await the completion of delivery we have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I am still not understanding how sears sell products that are defected before you have chance to actually use it. I am remolding my home and bought the items ahead of time to be in place when needed. This makes no sense that sears sells products that are no good taking consumers money no wonder so many stores are closing/has closed due to poor service and selling products that are no good that observation speaks volume about this company practice. I do not consider this matter as complete as the repair has not been done. Again crazy that spent hundreds of dollars for a range that do not work before I even have a change to cook on it so now I will probaly have continued problems with this range over time since it I am starting out with it not working. Sears should do the right thing give me a brand range that works when taking out the box period and they need to check their products before shipping to customers. Now I am being inconvient thru sears negligence. This matter should not be closed as products is stilll not working. I have forward my compliant via other consumers avenues. I should also receive a 100 dollar gift card thru all the troubles I am having and I have not been able to use the range after spending over 500 dollars for this product.[redacted]
February 26, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Christal M B[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding non receipt of credit for her canceled...
order.After reviewing Ms. B[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on February 18, 2018 a credit in the amount of $59.37 back to the original form of payment. Since we were able to confirm that Ms. B[redacted] was credited accordingly for her canceled order, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema C[redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
Initial Business Response /* (1000, 5, 2015/10/22) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms.[redacted] complaint regarding a...
refund she is waiting for from Sears.
[redacted] Operations Manager from the [redacted]m Sears, provided the following response:
A bank check in the amount of $1381.00 has been processed and will be mailed to Ms.[redacted] Typically a consumer can expect to receive a bank check within 10/14 days of processing. If Ms.[redacted]has any additional concerns, I invite her to contact me at the store, I can be reached at [redacted]XXX-XXXX. Since it is my understanding that Ms.[redacted]was satisfied with receiving the aforementioned refund, 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]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I heard from [redacted] operations manager, from the [redacted]m Sears store and she told me on 10/22/15 that Sears is sending out a check for $1381. [redacted] told me the check would reach me within 6-8 weeks. [redacted] regulatory claims specialist, at the [redacted]m store says in his letter dated 10/22/15 that I should received the check in 10-14 days. I'll consider this claim 100% and totally resolved when I receive and deposit the check. I reserve the right to contact the Revdex.com of Chicago if I do not receive the check Sears has promised to me. And, I thank the Revdex.com of Chicago for helping me to resolve this frustrating and time consuming issue.
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,
Chad [redacted]
December 15, 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 refrigerator. First, we would...
like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. Additionally, we forwarded Ms. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. Territory Member Advocate Supervisor [redacted] with unit [redacted] contacted our Routing department to see if Ms. [redacted] repair could be moved up. The soonest available appointment was December 12, 2016, which Ms. [redacted] accepted. On the date of service, the technician replaced the compressor, drier assembly and valve; completing the repair. While we are unable to replace Ms. [redacted] refrigerator, as a conciliatory gesture, we have purchased a one-year extension to Ms. [redacted] Master Protection Agreement (MPA); the coverage now expires on January 7, 2018. In summary, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 25, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted] J [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the service provide on her...
vehicle and the charges she incurred for unnecessary work performed.
Upon receipt of Ms. [redacted] complaint we reached out to [redacted], Auto Center Manager at Store [redacted], to assist with her complaint. Mr. [redacted] confirmed that Ms. [redacted] brought in her vehicle because it had trouble starting. The technician assessed the vehicle and found the low voltage in battery. He proceeded to test the electrical and found the alternator was not charging. As clarification, a bad alternator will cause the battery to drain. Also, as standard procedure, when any vehicle is brought in for a repair, the auto center will run a general inspection as a preventive maintenance check for the consumer. During the inspection, the technician found that the engine had a misfire and wasn't running smooth. We would like to note that the misfiring issue is not related to the charging system. The technician documented on the work order that a tune-up was needed to fix the misfiring issue; a tune-up is needed every 30k miles based on manufacture’s recommendations. Ms. [redacted] was informed about the bad alternator and recharging the battery; and she approved the repair. Regrettably, Ms. [redacted] was not informed that the vehicle also needed a tune-up.
When the repair was completed, the engine would crank but it still would not start. Ms. [redacted] was informed that the technician had recommended a tune-up. She was advised that even after the tune-up was completed there was no guarantee that it would fix the starting problem. Her husband mentioned that the vehicle had not had a tune-up performed in a very long time. Since we had failed to inform Ms. [redacted] about the recommended tune-up when she approved the initial estimate, Mr. [redacted] offered the tune-up at a 50% discount; Ms. [redacted] approved the tune-up on her vehicle. Mr. [redacted] monitored the tune-up and noticed that the spark plugs were extremely worn out. Unfortunately, while the technician was working on the spark plugs the manifold cracked when he was torqueing per specifications. A manifold was ordered and replaced at no charge to Ms. [redacted]. When the tune up was completed the vehicle still had a problem starting.
Since the alternator was bad when the vehicle came in, it was determined that it may have caused the battery to weaken. Due to the inconvenience caused by the cracked manifold issue, Mr. [redacted] authorized to replace the battery at no additional charge to Ms. [redacted]. After installing the battery, the vehicle would start but only after several attempts. Ms. [redacted] made it clear that she could not invest any more money. Mr. [redacted] stated that they ran a live data with a Snap-On scan tool and it had the correct fuel pressure and fuel trim, all within specifications. The technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issues. Therefore, Mr. [redacted] recommended that Ms. [redacted]er take the vehicle to the dealer to fix the electrical issue.
At this point, Ms. [redacted] has been charged for the replacement of the alternator and the tune-up (at a discounted price), which were both definitely needed and she approved. The battery was provided at no charge for the huge inconvenience of the manifolds cracking. Mr. [redacted] communicated to Mr. [redacted] the details of the services performed and he understood that the vehicle had more than one issue when it came in. As far as Mrs. [redacted] request for a refund is concerned, we did not find that this was warranted. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted].[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. E[redacted] complaint regarding his dissatisfaction with our customer service. ...
It is unfortunate that we failed Ms. E[redacted] expectations with her scheduled a refrigerator repair. We value Ms. E[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. E[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 any inconvenience. Our records show that a food loss reimbursement check was processed on May 30, 2017 in the amount of $211.81 as is a benefit under the Master Protection Agreement. We respectfully ask that this matter be closed, since we have repaired Ms. E[redacted] refrigerator and noted her candid feedback. Again, we apologize to Ms. E[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]
October 6, 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 that the range failed too...
soon and her request for an exchange.
We apologize that Ms. [redacted] range failed sooner than she expected. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the item is new.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. [redacted] mentioned that she purchased the range online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the range on August 8, 2016, and then attempted to exchange it on September 17, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the range is covered by the manufacturer’s one-year warranty for parts and labor to service the range. According to our records, the manufacturer’s warranty will expire on August 9, 2017. Since Ms. [redacted] mentioned in her complaint that the burners on the range were not working, we offered to schedule a warranty repair. Ms. [redacted] voiced her concern that the range is defective since it did not work on the initial use. We assured Ms. [redacted] that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warranty. Service is currently scheduled for the range on October 18, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.
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]
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Rashad [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding modem. All sales are final...
at stores undergoing liquidation and this is posted in the stores as well as on the receipts. However, if an item is defective, an exception will be made. We apologize for many misunderstanding. If Mr. [redacted] will visit the sore and ask for Jeff or Larry, he will be provided with a refund. In the meantime, we respectfully ask that this matter be considered closed. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]@searshc.com
October 6, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tracy [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding a new online order for a pair of...
Ear Flat Headphones. After reviewing the notes in this order, we found that Ms. [redacted] had previously been in contact with Sears Online. Accordingly, a refund of $13.20 was processed in the form of a check and $0.49 was credited back to her Shop Your Way Reward account. This refund was processed on October 3, 2016; therefore Ms. [redacted] can expect to receive the check in the mail within 7 to 10 business days from that date. In the interim, we have noted Ms. [redacted]’s concerns and respectfully ask to have this matter closed, pending receipt of the check in the mail. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation