Name and Title: MELISSA [redacted]
September 3, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: James M[redacted] - # 94568[redacted]
Dear Ms. [redacted]:
We have completed our investigation Mr. [redacted] complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms[redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure Mr[redacted] that we appreciate his 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 Mr. [redacted] concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Mr. [redacted] complaint, so that future problems can be averted. On August 2, 2015, the technician examined Mr. [redacted] refrigerator and subsequently repaired the dispenser switch bracket. Once the repair was completed, the refrigerator was tested and found to be operating properly. Again, we sincerely regret any inconvenience Mr[redacted] may have experienced due to the delay in repairing his refrigerator. Sandra [redacted] with unit 8038 spoke with Mr[redacted] after the repair to ensure his satisfaction. She provided him with her contact number in the event he needed future service. Lastly, as a conciliatory gesture, Ms. [redacted] submitted a request for a twelve-month extension to Mr. [redacted] Master Protection Agreement (MPA. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Mr[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
September 9, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Jared T. M[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. M[redacted] complaint regarding...
the garage door he purchased. It is regrettable that we failed Mr. M[redacted] expectations when he recently purchased a garage door from Sears Garage Solutions. We value Mr. M[redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we sincerely apologize to Mr. M[redacted] for any inconvenience we may have caused. Upon receiving Mr. M[redacted] complaint, we contacted the local office for assistance. Rhonda H[redacted] responded that the correct panel was installed on September 1, 2017. Additionally, as compensation for any inconvenience Mr. M[redacted] may have experienced, a credit for $289.00 was processed to his credit card. With that said, since we have completed the installation of Mr. M[redacted] garage door and we have documented his concerns regarding his customer experience with Sears Garage Solutions, we ask that this matter be closed. Again, we apologize to Mr. M[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
July 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]7 - Steve [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the fee he refused to pay when our technician was in his home...
last December and presented him with an estimate to repair.
We would like to note that when it comes to electronic control boards, particularly for ovens, there can be scarce availability of new ones sometimes within only a few years of the manufacturing dates. When new boards are not available, the only option we have is to repair the board. Most of this type of electronic repair comes from designated facilities and the repair provider would send the board to one of these repair companies to have it repaired and then sent back to be installed. Because of this, many part sites indicate that the board is not orderable and would need to have a technician for any repairs.
We would also point out that Mr. [redacted] was informed when scheduling the call that he would have a minimum financial responsibility the day of the service of $79.00 that would be due even if he did not accept our estimate. If he was not pleased with those terms, then he could have chosen to contact someone else for a repair or estimate.
This means that the amount we have billed Mr. [redacted] is valid and he is technically responsible to pay it. With that said, as a one-time courtesy we are willing to cease billing him and we have notified our billing department of such. If he receives any further correspondence or contact related to this debt dated after today, then he is welcome to contact me via email at Dana.[redacted]@searshc.com or call me at 512-[redacted] In the interim, since we have explained that the charges were accurately billed to Mr. [redacted] and yet as a courtesy we have now waived these, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Edna [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted]’s complaint regarding the service for her A/C unit under her Sears Home Warranty. ...
We would first like to point out that [redacted] ([redacted]) is the obligor of the Sears Home Services Home and Appliance Warranty Programs ([redacted] ** Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted]’s contract. Upon receipt of Ms. [redacted]’s complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. [redacted] reply state that the parts did arrive and the provider was ready to install the parts needed to repair her A/C a service has been set up for August 9, 2016. [redacted] has agreed to pay the out of pocket cost of $309.00 that would have been Ms. [redacted]’s responsibility for customer satisfaction reasons due to the delay in completing the service. Ms. [redacted] has been informed of this and since it is our understanding that this resolution was acceptable to Ms. [redacted] we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa[redacted]@searshc.com
December 22, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted]- Rohit [redacted] Dear Ms....
[redacted]: We have completed the investigation of Mr. [redacted] complaint regarding a recent order. We have spoken with Mr. [redacted] and he indicated that the resolution we provided resolved the matter to his satisfaction. As such, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Specialist, Regulatory ComplaintsEmail: Tammie[redacted]@searshc.comTell us why here...
May 4, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed our investigation of Ms....
[redacted] complaint regarding her recent visit to her local Auto Center. Auto Center Manage[redacted] provided the following response: As clarification, when we examined Ms. [redacted] vehicle, it was found that one of the tabs to her oil filter housing was broken and our tool wasn't able to grab ahold of it to remove it. She was not charged for anything because we didn't perform any service other than a courtesy check. That said, the [redacted] is not redeemable for cash and we do not find that we did anything wrong in this case. As such, we will not be granting Ms. [redacted] request. Should she have any further questions or concerns, I [redacted] may be reached during normal business hours at ([redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
June 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. B[redacted] complaint regarding the...
non-receipt of a refund for a failed repair to his refrigerator. It is regrettable that we failed Mr. B[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. B[redacted]. Upon reviewing Mr. B[redacted] complaint and confirming that a refund had not been previously issued, we contacted our Accounting Department to have the refund processed. On June 22, 2017, Lead Support Specialist Christy D[redacted] confirmed that a refund request for $534.56 has been processed; Mr. B[redacted] should receive a check in the next seven to ten business days. Mr. B[redacted] service order, [redacted], has been noted as follows - PS/REFUND CK ISSUED 6/22/17 $534.56 T#[redacted] With that said, since we have documented Mr. B[redacted] concerns with the repair process and we have confirmed that his requested refund has been processed, we ask that this matter be closed. Again, we apologize to Mr. B[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Mary J. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with our...
customer service and failure to deliver a washer she purchased from Sears. It is unfortunate that we failed Ms. [redacted]’s expectations when she recently purchased a washer from Sears using Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that our Sears Store spoke with Ms. [redacted] on September 17, 2016, and arranged for her to receive delivery of her washer on September 23rd. However, our delivery team was unable to complete the delivery as scheduled because Ms. [redacted] was not home. Our store and delivery department have made several phone calls in attempt to reach Ms. [redacted] since, but she does not answer and has not replied to our messages. Delivery of the washer has been rescheduled for Saturday, October 15, 2016. If Ms. [redacted] would like to discuss her complaint further or reschedule the delivery date, she may contact [redacted], Manager for Sears Store number 1012, at ([redacted] at her earliest convenience, and preferably within 10 business days. Until we have had the opportunity to speak with Ms. [redacted], we can only reiterate that we regret any inconvenience she may have experienced. We respectfully ask to have this matter closed, pending Ms. [redacted]’s response or the successful delivery of her washer. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ###-###-#### Ext. [redacted]
October 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Tianjiang ** Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and his...
request to have the merchandise delivered. Ana Suarez, Direct Delivery Channel Support Specialist, provided the following response: It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order for delivery. We value Mr. [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr[redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Fortuantely, we were able to confirm that the order was delivered on October 18, 2016. Should Mr[redacted] have any questions or concerns, we encourage him to contact our office directly at (888) 848-7292 and ask to speak with any Home Delivery representative. Additionally, we hope that in the future Mr[redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since we have confirmed that delivery was completed, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 8, 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 recent online order experience...
and request for a refund. It is unfortunate that we failed Mr. [redacted] expectations as we value her patronage. We can understand how the series of events detailed in the complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in his order we found that Sears Online processed a full credit on July 1, 2016. Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided and we have noted his concerns, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 29, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding her online order experience...
and request for a refund. We have attempted to contact Ms. [redacted] by telephone, but have not been able to speak with her. I have left a message with my contact information, asking for a return call to discuss her issue further. Additionally, we sent an email correspondence as we wanted to ensure that she has received the refund before closing this matter. Until we have an opportunity to discuss this matter with her, we are unable to work toward a resolution. If Ms. [redacted] still requires assistance, she is welcome to contact me at [redacted] or via email at [redacted]. We ask to have this matter closed in the interim, pending Ms. [redacted] response. 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
August 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Rogers C. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and non-receipt of the merchandise. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted]. located at 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number ([redacted]) [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we show that a lost tracer was issued and UPS confirmed that the order was in fact delivered. While it is our understanding that the order was delivered to Mr. [redacted] address, we have requested that a refund be processed as a onetime courtesy exception. Mr. [redacted] can expect to see the credit post to his account within 3 to 5 business days from today’s date. In closure, since an equitable resolution has been provided to Mr. Moore, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]
May 1, 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 recent online order experience...
and request for a full refund. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that a full refund of $1654.61 was issued on April 25, 2017. For Mr. [redacted] records, the refund was issued under the following return receipt numbers: under the following return receipt numbers: [redacted] and [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a refund has been issued, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]
February 27, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Carla [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. Murray’s complaint regarding her request to have her co-pay waived since...
she had to stay home more times because the technician at her home did not order the part like he was supposed to.We did send Ms. [redacted] complaint over to the local service unit so that any issues with the technician’s behavior could be addressed. As clarification, we use Telecheck to guarantee all of our checks so even if someone stops payment, we still get paid and Telecheck then goes after the check writer to recoup their funds. So there is no reason for our technicians to have to say the system is down, contrary to what this technician allegedly told Ms. [redacted]. Our records indicate that we were finally able to complete the repair to her washer and that we never did collect the co-pay that was due. We have asked the service unit to waive this and not have Ms. [redacted] billed since she did not pay. If for some reason Ms. [redacted] does receive a bill related to this series of service orders, then she is welcome to contact me via email or phone so that I can have any bill removed. In the interim, since we do not show we are currently billing her and the repair was completed, we have closed our file.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I found that your district manager, [redacted], was very helpful and responsive in this situation. The store manager (though I can't remember his name) was also helpful. Though it was a frustrating process at times, I am glad that I was able to receive my item at the price desired. The item was delivered today, and we are very happy with the product.
Sincerely,
[redacted]
September 13, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Mona J. S[redacted] Dear [redacted] We have completed the...
investigation of Ms. S[redacted] complaint regarding her refrigerator. Unfortunately, the manufacturer’s warranty does not provide for compensation of any kind including incidental or consequential damages. However, as a courtesy, a check for $150.00 was sent to Ms. S[redacted] and it was cashed on September 7, 2017. In light of the aforementioned information, we have closed our file. We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Contact...
Name and Title: MELISSA [redacted]
September 3, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: James M[redacted] - # 94568[redacted]
Dear Ms. [redacted]:
We have completed our investigation Mr. [redacted] complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms[redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure Mr[redacted] that we appreciate his 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 Mr. [redacted] concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Mr. [redacted] complaint, so that future problems can be averted. On August 2, 2015, the technician examined Mr. [redacted] refrigerator and subsequently repaired the dispenser switch bracket. Once the repair was completed, the refrigerator was tested and found to be operating properly. Again, we sincerely regret any inconvenience Mr[redacted] may have experienced due to the delay in repairing his refrigerator. Sandra [redacted] with unit 8038 spoke with Mr[redacted] after the repair to ensure his satisfaction. She provided him with her contact number in the event he needed future service. Lastly, as a conciliatory gesture, Ms. [redacted] submitted a request for a twelve-month extension to Mr. [redacted] Master Protection Agreement (MPA. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Mr[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[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,
[redacted]
September 9, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Jared T. M[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. M[redacted] complaint regarding...
the garage door he purchased. It is regrettable that we failed Mr. M[redacted] expectations when he recently purchased a garage door from Sears Garage Solutions. We value Mr. M[redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we sincerely apologize to Mr. M[redacted] for any inconvenience we may have caused. Upon receiving Mr. M[redacted] complaint, we contacted the local office for assistance. Rhonda H[redacted] responded that the correct panel was installed on September 1, 2017. Additionally, as compensation for any inconvenience Mr. M[redacted] may have experienced, a credit for $289.00 was processed to his credit card. With that said, since we have completed the installation of Mr. M[redacted] garage door and we have documented his concerns regarding his customer experience with Sears Garage Solutions, we ask that this matter be closed. Again, we apologize to Mr. M[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
July 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]7 - Steve [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the fee he refused to pay when our technician was in his home...
last December and presented him with an estimate to repair.
We would like to note that when it comes to electronic control boards, particularly for ovens, there can be scarce availability of new ones sometimes within only a few years of the manufacturing dates. When new boards are not available, the only option we have is to repair the board. Most of this type of electronic repair comes from designated facilities and the repair provider would send the board to one of these repair companies to have it repaired and then sent back to be installed. Because of this, many part sites indicate that the board is not orderable and would need to have a technician for any repairs.
We would also point out that Mr. [redacted] was informed when scheduling the call that he would have a minimum financial responsibility the day of the service of $79.00 that would be due even if he did not accept our estimate. If he was not pleased with those terms, then he could have chosen to contact someone else for a repair or estimate.
This means that the amount we have billed Mr. [redacted] is valid and he is technically responsible to pay it. With that said, as a one-time courtesy we are willing to cease billing him and we have notified our billing department of such. If he receives any further correspondence or contact related to this debt dated after today, then he is welcome to contact me via email at Dana.[redacted]@searshc.com or call me at 512-[redacted] In the interim, since we have explained that the charges were accurately billed to Mr. [redacted] and yet as a courtesy we have now waived these, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Edna [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted]’s complaint regarding the service for her A/C unit under her Sears Home Warranty. ...
We would first like to point out that [redacted] ([redacted]) is the obligor of the Sears Home Services Home and Appliance Warranty Programs ([redacted] ** Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted]’s contract. Upon receipt of Ms. [redacted]’s complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. [redacted] reply state that the parts did arrive and the provider was ready to install the parts needed to repair her A/C a service has been set up for August 9, 2016. [redacted] has agreed to pay the out of pocket cost of $309.00 that would have been Ms. [redacted]’s responsibility for customer satisfaction reasons due to the delay in completing the service. Ms. [redacted] has been informed of this and since it is our understanding that this resolution was acceptable to Ms. [redacted] we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa[redacted]@searshc.com
December 22, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted]- Rohit [redacted] Dear Ms....
[redacted]: We have completed the investigation of Mr. [redacted] complaint regarding a recent order. We have spoken with Mr. [redacted] and he indicated that the resolution we provided resolved the matter to his satisfaction. As such, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Specialist, Regulatory ComplaintsEmail: Tammie[redacted]@searshc.comTell us why here...
May 4, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed our investigation of Ms....
[redacted] complaint regarding her recent visit to her local Auto Center. Auto Center Manage[redacted] provided the following response: As clarification, when we examined Ms. [redacted] vehicle, it was found that one of the tabs to her oil filter housing was broken and our tool wasn't able to grab ahold of it to remove it. She was not charged for anything because we didn't perform any service other than a courtesy check. That said, the [redacted] is not redeemable for cash and we do not find that we did anything wrong in this case. As such, we will not be granting Ms. [redacted] request. Should she have any further questions or concerns, I [redacted] may be reached during normal business hours at ([redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
June 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. B[redacted] complaint regarding the...
non-receipt of a refund for a failed repair to his refrigerator. It is regrettable that we failed Mr. B[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. B[redacted]. Upon reviewing Mr. B[redacted] complaint and confirming that a refund had not been previously issued, we contacted our Accounting Department to have the refund processed. On June 22, 2017, Lead Support Specialist Christy D[redacted] confirmed that a refund request for $534.56 has been processed; Mr. B[redacted] should receive a check in the next seven to ten business days. Mr. B[redacted] service order, [redacted], has been noted as follows - PS/REFUND CK ISSUED 6/22/17 $534.56 T#[redacted] With that said, since we have documented Mr. B[redacted] concerns with the repair process and we have confirmed that his requested refund has been processed, we ask that this matter be closed. Again, we apologize to Mr. B[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Mary J. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with our...
customer service and failure to deliver a washer she purchased from Sears. It is unfortunate that we failed Ms. [redacted]’s expectations when she recently purchased a washer from Sears using Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that our Sears Store spoke with Ms. [redacted] on September 17, 2016, and arranged for her to receive delivery of her washer on September 23rd. However, our delivery team was unable to complete the delivery as scheduled because Ms. [redacted] was not home. Our store and delivery department have made several phone calls in attempt to reach Ms. [redacted] since, but she does not answer and has not replied to our messages. Delivery of the washer has been rescheduled for Saturday, October 15, 2016. If Ms. [redacted] would like to discuss her complaint further or reschedule the delivery date, she may contact [redacted], Manager for Sears Store number 1012, at ([redacted] at her earliest convenience, and preferably within 10 business days. Until we have had the opportunity to speak with Ms. [redacted], we can only reiterate that we regret any inconvenience she may have experienced. We respectfully ask to have this matter closed, pending Ms. [redacted]’s response or the successful delivery of her washer. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ###-###-#### Ext. [redacted]
October 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Tianjiang ** Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and his...
request to have the merchandise delivered. Ana Suarez, Direct Delivery Channel Support Specialist, provided the following response: It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order for delivery. We value Mr. [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr[redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Fortuantely, we were able to confirm that the order was delivered on October 18, 2016. Should Mr[redacted] have any questions or concerns, we encourage him to contact our office directly at (888) 848-7292 and ask to speak with any Home Delivery representative. Additionally, we hope that in the future Mr[redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since we have confirmed that delivery was completed, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 8, 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 recent online order experience...
and request for a refund. It is unfortunate that we failed Mr. [redacted] expectations as we value her patronage. We can understand how the series of events detailed in the complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in his order we found that Sears Online processed a full credit on July 1, 2016. Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided and we have noted his concerns, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 29, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding her online order experience...
and request for a refund. We have attempted to contact Ms. [redacted] by telephone, but have not been able to speak with her. I have left a message with my contact information, asking for a return call to discuss her issue further. Additionally, we sent an email correspondence as we wanted to ensure that she has received the refund before closing this matter. Until we have an opportunity to discuss this matter with her, we are unable to work toward a resolution. If Ms. [redacted] still requires assistance, she is welcome to contact me at [redacted] or via email at [redacted]. We ask to have this matter closed in the interim, pending Ms. [redacted] response. 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
August 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Rogers C. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and non-receipt of the merchandise. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted]. located at 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number ([redacted]) [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we show that a lost tracer was issued and UPS confirmed that the order was in fact delivered. While it is our understanding that the order was delivered to Mr. [redacted] address, we have requested that a refund be processed as a onetime courtesy exception. Mr. [redacted] can expect to see the credit post to his account within 3 to 5 business days from today’s date. In closure, since an equitable resolution has been provided to Mr. Moore, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]
May 1, 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 recent online order experience...
and request for a full refund. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that a full refund of $1654.61 was issued on April 25, 2017. For Mr. [redacted] records, the refund was issued under the following return receipt numbers: under the following return receipt numbers: [redacted] and [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a refund has been issued, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]
February 27, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Carla [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. Murray’s complaint regarding her request to have her co-pay waived since...
she had to stay home more times because the technician at her home did not order the part like he was supposed to.We did send Ms. [redacted] complaint over to the local service unit so that any issues with the technician’s behavior could be addressed. As clarification, we use Telecheck to guarantee all of our checks so even if someone stops payment, we still get paid and Telecheck then goes after the check writer to recoup their funds. So there is no reason for our technicians to have to say the system is down, contrary to what this technician allegedly told Ms. [redacted]. Our records indicate that we were finally able to complete the repair to her washer and that we never did collect the co-pay that was due. We have asked the service unit to waive this and not have Ms. [redacted] billed since she did not pay. If for some reason Ms. [redacted] does receive a bill related to this series of service orders, then she is welcome to contact me via email or phone so that I can have any bill removed. In the interim, since we do not show we are currently billing her and the repair was completed, we have closed our file.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I found that your district manager, [redacted], was very helpful and responsive in this situation. The store manager (though I can't remember his name) was also helpful. Though it was a frustrating process at times, I am glad that I was able to receive my item at the price desired. The item was delivered today, and we are very happy with the product.
Sincerely,
[redacted]
September 13, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Mona J. S[redacted] Dear [redacted] We have completed the...
investigation of Ms. S[redacted] complaint regarding her refrigerator. Unfortunately, the manufacturer’s warranty does not provide for compensation of any kind including incidental or consequential damages. However, as a courtesy, a check for $150.00 was sent to Ms. S[redacted] and it was cashed on September 7, 2017. In light of the aforementioned information, we have closed our file. We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]