May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal regarding his request to be refunded the tax amount of $1.47 for a sears.com order that has already been refunded. Upon receipt of [redacted] rebuttal, we issued a refund of $1.59 to his [redacted] account ending in [redacted]. [redacted] may expect this credit to become visible within up to 7 days from the issue date, as posting dates depend solely on the practices of the credit provider. [redacted] is welcome to contact me directly if he has any further questions or concerns about this issue or his refund. We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [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]
Initial Business Response /* (1000, 10, 2015/06/05) */
June 5, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
This letter...
serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. Pictures and the invoice from the completed repair have been reviewed. This repair was not completed by a licensed contractor. SHIP offered to reimburse Mr. [redacted] for a reasonable amount for the damages that were present. We felt the invoice he presented was excessive for the small amount of damage that was present. Mr. [redacted] declined this offer. If Mr. [redacted] has any service issues to be addressed, he can contact me directly.
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 appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st Class Postage
Initial Consumer Rebuttal /* (3000, 13, 2015/06/18) */
To Whom it May Concern,
On June 4th at 12:27 p.m. I declined Sears offer of $400.00 and a gift card of $50.00. They said that I paid too much money for the repairs and is only willing to pay what they offered. I am unwilling to settle with that price because this has been an ongoing issue for a year, and there was a thorough investigation that had to take place in ordered for the repairs to be completed. I am still requesting the full payment of $800.00. Please advise me in the next step of this process.
Final Business Response /* (4000, 15, 2015/06/24) */
June 24, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL XXXXX
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. Pictures and the invoice from the completed repair have been reviewed. This repair was not completed by a licensed contractor. SHIP offered to reimburse Mr. [redacted] for a reasonable amount for the damages that were present. We felt the invoice he presented was excessive for the small amount of damage. If the damages were proven to be the responsibility of SHIP we would still only be responsible for the actual damages, not repainting the whole house. Additionally, Mr. [redacted] was able to obtain estimates far below what he chose to pay. Mr. [redacted] declined our offer. If Mr. [redacted] has any service issues to be addressed, he can contact me directly.
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 appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
Kimberly[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st Class Postage
Final Consumer Response /* (2000, 17, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am ready for this to end,just go away.
December 16, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611
[redacted]
[redacted]We have completed the investigation of [redacted]
complaint regarding a recent order. We have provided a resolution...
that we feel [redacted] will
find satisfactory. We ask that [redacted] check his SYWR account balance in 24
hours. In light of the aforementioned information, we respectfully ask that
this matter be considered closed. We apologize to [redacted] 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11595850, and find that this resolution is satisfactory to me.
Sincerely,
Lisa [redacted]
Thank you so much for your kind attention to my matter. I have recently renewed my warranty with the company because of their response.
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 23, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Ms. [redacted] for failing her expectations when she contacted Sears Home Services to repair her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon reviewing Ms. [redacted] warranty, we confirmed that the warranty does not cover “in-home instruction on how to use the product”. However, as a one-time courtesy, we contacted National Claims Center to have the outstanding invoice cleared. COE Lead Support Specialist [redacted] responded on May 22, 2017, that the invoice was removed from our billing system; Ms. [redacted] should not receive any requests for payment dated after May 22nd. Furthermore, Ms. [redacted] contacted RMS to advise them to clear their system as well. This letter will serve as Ms. [redacted] documentation that she does not owe Sears Home Services $93.08 for the service completed on June 11, 2016, under service order [redacted] Furthermore, we would like to assure Ms. [redacted] that neither National Claims Center nor [redacted] notified any credit agencies, therefore, Ms. [redacted] rating has not been affected. With that said, since we have zeroed out Ms. [redacted] invoice, 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
December 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Richard C. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding a...
recent service call for his refrigerator. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. Johnson. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. A follow-up service call had already been scheduled under Sears’ 90-day Service Guarantee, but Jim [redacted] with 7670 was able to move the appointment up to December 2, 2016. The technician found that the compressor that was previously installed did not receive a full charge. He subsequently charged the compressor and then tested the unit. He found no leaks, observed that the correct frost pattern was forming and noted that the temperature was falling; the service call was closed as complete. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely,
[redacted] Lando 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]
November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed our investigation of [redacted] rebuttal.When we received [redacted] rebuttal we reached out to the store manager [redacted] The store manager spoke to [redacted] and since we were not able to address her issue in a timely manner the store offered to refund the purchase of the tractor. According to [redacted] the tractor is scheduled for pick up on Tuesday November 17, 2015. Once the tractor has been picked up and returned to the warehouse the full credit for the tractor will be processed back on to her credit card. [redacted] also offered [redacted]r a gift card in the amount of $100.00. If [redacted] is still in need of assistance she can contact [redacted] As it is our understanding that this resolution was acceptable to [redacted]r we have closed our case.We apologize to [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]
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. Thanks for your investigation and prompt response.
Sincerely,
Joii B[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Melissa [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the [redacted] in receiving the discount reimbursement she...
was offered on the refrigerator purchase, as well as, her request for food loss reimbursement. We will be providing a response that was sent to Ms. [redacted] when we addressed a prior complaint she filed with the Revdex.com. First, we apologize to Ms. [redacted] for [redacted] in the refund process and that we failed to meet her expectations. After researching our records and reviewing the extensive notes, it was discovered that the discount reimbursement offered on the refrigerator had not been processed; however food loss reimbursement was processed. On July 12, 2012, Ms. [redacted] was offered $100 for food loss and a $50 gift card for her inconvenience for the multiple repairs on the refrigerator. Ms. [redacted] accepted the offer and the bank check for the food loss and the gift card were issued on July 17, 2012. Our research further indicated that due to the multiple repair attempts on her refrigerator, on September 17, 2012, Ms. [redacted] was authorized $500.00 towards a replacement. On September 19, 2012 Ms. [redacted] called again regarding the multiple repairs on the refrigerator even though she was already authorized the $500 replacement. At that time, Ms. [redacted] was offered a 15% reimbursement on the amount she would have to pay out-of-pocket over the authorized amount. The reimbursement would be processed after a completed delivery. Ms. [redacted] contacted us on September 29, 2012 with the receipt information indicating that her out-of-pocket expense was $903.97. Regrettably, on October 9, 2012 the refrigerator was delivered slightly damaged, so Ms. [redacted] opted to exchange for a different model. Ms. [redacted] did not make a selection until December 12, 2012 and we attempted to deliver on January 3, 2013. Unfortunately, the refrigerator model that Ms. [redacted] selected did not fit in the space provided, so she had to reselect again. Keeping in mind that the discount will not be processed until the delivery is completed with no issues. Mrs. [redacted] did not contact us with another selection until April 2, 2013, and delivery was scheduled for April 17, 2013. Our records indicate that Ms. [redacted] rescheduled the delivery multiple times and she did not confirm delivery until June 5, 2013. Regrettably, since 9 months had passed from the time that the reimbursement was offered until the exchange was finally delivered; it was our oversight that the reimbursement was not processed. With that being said, on February 12, 2014 we honored Ms. [redacted]’s request and issued a 20% reimbursement in the amount of $180.79 + $14.92 tax for a total refund of $195.71. Also, as a good-will gesture, on February 16, 2014 we issued a refund of $79.99 + $6.60 tax for the delivery and haul charges. Ms. [redacted] should receive the 2 separate bank checks via regular mail within 5 – 10 business days. Lastly, on July 13, 2016 a new ice maker was installed in Ms. [redacted]’s refrigerator, the unit was cycled and was filled with water when the service call was completed. Ice production should being within the next 8-12 hours. We feel it is important to add that Ms. [redacted] purchased a Sears protection agreement from the technician. Since we have noted our response to Ms. [redacted]’s complaint, we ask that this complaint be closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ###-###-#### direct Adam.[redacted][email protected]
December 22, 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 purchase. We have spoken with Mr. [redacted] in regard to this issue. As a conciliatory gesture, we offered to provide him with $40.00 worth of points to his Shop Your Way Rewards (SYWR) account and he accepted. According to our records, the correct item was delivered to Mr. [redacted] on December 8, 20916. It is our hope that this will provide Mr. [redacted] with a sense of closure on this matter. 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]
Complaint: 1[redacted]
I am rejecting this response because:I still had to pay about 100.00 dollars to have a Sears repairmain come out to verify that the parts needed to be replaced.as I stated I offered to bring the parts to our local repair location so Sears could verify that the parts were defective. It was basically extortion because Sears refused to replace the parts without me paying to have a Sears repairmen come and and spend 3 minutes verifying that the parts were defective and needed to be replaced.I want to be refunded the Service Call Fee that I was forced to pay.
Sincerely,
[redacted]
November 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Christopher [redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his...
dissatisfaction with the availability of service for his oven repair. First, we would like to apologize to Mr. [redacted] for failing his expectations when he recently scheduled service for his oven. We value Mr. [redacted] patronage and we sincerely apologize for any inconvenience he may have experienced. With that said, we would like to clarify that although Mr. [redacted] carries a Master Protection Agreement (MPA), there is no provision for preferential treatment in regard to scheduling. Even though we make every effort to schedule an appointment in a timely manner, there are only a limited number of appointments available and we must operate on a first come, first served basis. We are always trying to find better ways to address our customers’ needs, but there is no quick fix. While the agreement only provides for service during normal business hours, we do make commercially reasonable efforts to expedite service if the loss of use of the covered product threatens the consumer’s health or safety or if damage to or loss of property is threatened; however, there is no guarantee that expedited service would be provided. Once we received Mr. [redacted] complaint, we contacted the local service unit for assistance. They subsequently reached out to our Routing department to try to move up Mr. [redacted] appointment; unfortunately, sooner service was not available. Our records show that the repair to Mr. [redacted] oven was completed on November 16, 2016; eight days after he called for service. At this time, since we have completed the repair to Mr. [redacted] oven in accordance with the terms of his MPA, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and 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
[redacted]
Dear [redacted]
We have been unable to complete the investigation of Ms. [redacted] rebuttal regarding her recent visit to one of our auto centers.
We have received Ms. [redacted] rebuttal and it is our understanding that she has hired legal counsel regarding this issue and is going to pursue in court. We have noted this in our files and it is Ms. [redacted] prerogative to pursue this venue. We appreciate Ms. [redacted] rebuttal and closed her complaint pending further litigation.
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 Complaints Specialist
[redacted]
July 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. Z[redacted] complaint regarding his...
Shop Your Way Rewards (SYWR) account. We have spoken with Mr. Z** and the points he mentioned were added back to his account. In light of the aforementioned information, we have closed our file. We apologize to Mr. Z** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Brad [redacted]
March 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding a recent washer repair. It is...
regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We sincerely apologize for any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Member Advocate [redacted] spoke with Mr. [redacted] on March 28, 2017, and she arranged to have a technician return to Mr. [redacted] home on March 29, 2017, to pick up the boxes that were left. On March 30, 2017, Ms. [redacted] confirmed that the boxes have been removed. With that said, since we have documented Mr. [redacted] experience with Sears Home Services and we have removed the boxes, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 23, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a previous purchase. In the interest of resolving this matter, we have issued a credit for $8.00 to Mr. [redacted] account. This credit should reflect within 3-5 business days. In light of the aforementioned information, we respectfully ask that this matter be considered 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 [redacted]
May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal regarding his request to be refunded the tax amount of $1.47 for a sears.com order that has already been refunded. Upon receipt of [redacted] rebuttal, we issued a refund of $1.59 to his [redacted] account ending in [redacted]. [redacted] may expect this credit to become visible within up to 7 days from the issue date, as posting dates depend solely on the practices of the credit provider. [redacted] is welcome to contact me directly if he has any further questions or concerns about this issue or his refund. We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [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]
Initial Business Response /* (1000, 10, 2015/06/05) */
June 5, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
This letter...
serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. Pictures and the invoice from the completed repair have been reviewed. This repair was not completed by a licensed contractor. SHIP offered to reimburse Mr. [redacted] for a reasonable amount for the damages that were present. We felt the invoice he presented was excessive for the small amount of damage that was present. Mr. [redacted] declined this offer. If Mr. [redacted] has any service issues to be addressed, he can contact me directly.
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 appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st Class Postage
Initial Consumer Rebuttal /* (3000, 13, 2015/06/18) */
To Whom it May Concern,
On June 4th at 12:27 p.m. I declined Sears offer of $400.00 and a gift card of $50.00. They said that I paid too much money for the repairs and is only willing to pay what they offered. I am unwilling to settle with that price because this has been an ongoing issue for a year, and there was a thorough investigation that had to take place in ordered for the repairs to be completed. I am still requesting the full payment of $800.00. Please advise me in the next step of this process.
Final Business Response /* (4000, 15, 2015/06/24) */
June 24, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL XXXXX
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. Pictures and the invoice from the completed repair have been reviewed. This repair was not completed by a licensed contractor. SHIP offered to reimburse Mr. [redacted] for a reasonable amount for the damages that were present. We felt the invoice he presented was excessive for the small amount of damage. If the damages were proven to be the responsibility of SHIP we would still only be responsible for the actual damages, not repainting the whole house. Additionally, Mr. [redacted] was able to obtain estimates far below what he chose to pay. Mr. [redacted] declined our offer. If Mr. [redacted] has any service issues to be addressed, he can contact me directly.
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 appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
Kimberly[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st Class Postage
Final Consumer Response /* (2000, 17, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am ready for this to end,just go away.
December 16, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611
[redacted]
[redacted]We have completed the investigation of [redacted]
complaint regarding a recent order. We have provided a resolution...
that we feel [redacted] will
find satisfactory. We ask that [redacted] check his SYWR account balance in 24
hours. In light of the aforementioned information, we respectfully ask that
this matter be considered closed. We apologize to [redacted] 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11595850, and find that this resolution is satisfactory to me.
Sincerely,
Lisa [redacted]
Thank you so much for your kind attention to my matter. I have recently renewed my warranty with the company because of their response.
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 23, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Ms. [redacted] for failing her expectations when she contacted Sears Home Services to repair her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon reviewing Ms. [redacted] warranty, we confirmed that the warranty does not cover “in-home instruction on how to use the product”. However, as a one-time courtesy, we contacted National Claims Center to have the outstanding invoice cleared. COE Lead Support Specialist [redacted] responded on May 22, 2017, that the invoice was removed from our billing system; Ms. [redacted] should not receive any requests for payment dated after May 22nd. Furthermore, Ms. [redacted] contacted RMS to advise them to clear their system as well. This letter will serve as Ms. [redacted] documentation that she does not owe Sears Home Services $93.08 for the service completed on June 11, 2016, under service order [redacted] Furthermore, we would like to assure Ms. [redacted] that neither National Claims Center nor [redacted] notified any credit agencies, therefore, Ms. [redacted] rating has not been affected. With that said, since we have zeroed out Ms. [redacted] invoice, 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
December 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Richard C. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding a...
recent service call for his refrigerator. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. Johnson. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. A follow-up service call had already been scheduled under Sears’ 90-day Service Guarantee, but Jim [redacted] with 7670 was able to move the appointment up to December 2, 2016. The technician found that the compressor that was previously installed did not receive a full charge. He subsequently charged the compressor and then tested the unit. He found no leaks, observed that the correct frost pattern was forming and noted that the temperature was falling; the service call was closed as complete. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely,
[redacted] Lando 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]
November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed our investigation of [redacted] rebuttal.When we received [redacted] rebuttal we reached out to the store manager [redacted] The store manager spoke to [redacted] and since we were not able to address her issue in a timely manner the store offered to refund the purchase of the tractor. According to [redacted] the tractor is scheduled for pick up on Tuesday November 17, 2015. Once the tractor has been picked up and returned to the warehouse the full credit for the tractor will be processed back on to her credit card. [redacted] also offered [redacted]r a gift card in the amount of $100.00. If [redacted] is still in need of assistance she can contact [redacted] As it is our understanding that this resolution was acceptable to [redacted]r we have closed our case.We apologize to [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]
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. Thanks for your investigation and prompt response.
Sincerely,
Joii B[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Melissa [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the [redacted] in receiving the discount reimbursement she...
was offered on the refrigerator purchase, as well as, her request for food loss reimbursement. We will be providing a response that was sent to Ms. [redacted] when we addressed a prior complaint she filed with the Revdex.com. First, we apologize to Ms. [redacted] for [redacted] in the refund process and that we failed to meet her expectations. After researching our records and reviewing the extensive notes, it was discovered that the discount reimbursement offered on the refrigerator had not been processed; however food loss reimbursement was processed. On July 12, 2012, Ms. [redacted] was offered $100 for food loss and a $50 gift card for her inconvenience for the multiple repairs on the refrigerator. Ms. [redacted] accepted the offer and the bank check for the food loss and the gift card were issued on July 17, 2012. Our research further indicated that due to the multiple repair attempts on her refrigerator, on September 17, 2012, Ms. [redacted] was authorized $500.00 towards a replacement. On September 19, 2012 Ms. [redacted] called again regarding the multiple repairs on the refrigerator even though she was already authorized the $500 replacement. At that time, Ms. [redacted] was offered a 15% reimbursement on the amount she would have to pay out-of-pocket over the authorized amount. The reimbursement would be processed after a completed delivery. Ms. [redacted] contacted us on September 29, 2012 with the receipt information indicating that her out-of-pocket expense was $903.97. Regrettably, on October 9, 2012 the refrigerator was delivered slightly damaged, so Ms. [redacted] opted to exchange for a different model. Ms. [redacted] did not make a selection until December 12, 2012 and we attempted to deliver on January 3, 2013. Unfortunately, the refrigerator model that Ms. [redacted] selected did not fit in the space provided, so she had to reselect again. Keeping in mind that the discount will not be processed until the delivery is completed with no issues. Mrs. [redacted] did not contact us with another selection until April 2, 2013, and delivery was scheduled for April 17, 2013. Our records indicate that Ms. [redacted] rescheduled the delivery multiple times and she did not confirm delivery until June 5, 2013. Regrettably, since 9 months had passed from the time that the reimbursement was offered until the exchange was finally delivered; it was our oversight that the reimbursement was not processed. With that being said, on February 12, 2014 we honored Ms. [redacted]’s request and issued a 20% reimbursement in the amount of $180.79 + $14.92 tax for a total refund of $195.71. Also, as a good-will gesture, on February 16, 2014 we issued a refund of $79.99 + $6.60 tax for the delivery and haul charges. Ms. [redacted] should receive the 2 separate bank checks via regular mail within 5 – 10 business days. Lastly, on July 13, 2016 a new ice maker was installed in Ms. [redacted]’s refrigerator, the unit was cycled and was filled with water when the service call was completed. Ice production should being within the next 8-12 hours. We feel it is important to add that Ms. [redacted] purchased a Sears protection agreement from the technician. Since we have noted our response to Ms. [redacted]’s complaint, we ask that this complaint be closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ###-###-#### direct Adam.[redacted][email protected]
December 22, 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 purchase. We have spoken with Mr. [redacted] in regard to this issue. As a conciliatory gesture, we offered to provide him with $40.00 worth of points to his Shop Your Way Rewards (SYWR) account and he accepted. According to our records, the correct item was delivered to Mr. [redacted] on December 8, 20916. It is our hope that this will provide Mr. [redacted] with a sense of closure on this matter. 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]
Complaint: 1[redacted]
I am rejecting this response because:I still had to pay about 100.00 dollars to have a Sears repairmain come out to verify that the parts needed to be replaced.as I stated I offered to bring the parts to our local repair location so Sears could verify that the parts were defective. It was basically extortion because Sears refused to replace the parts without me paying to have a Sears repairmen come and and spend 3 minutes verifying that the parts were defective and needed to be replaced.I want to be refunded the Service Call Fee that I was forced to pay.
Sincerely,
[redacted]
November 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Christopher [redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his...
dissatisfaction with the availability of service for his oven repair. First, we would like to apologize to Mr. [redacted] for failing his expectations when he recently scheduled service for his oven. We value Mr. [redacted] patronage and we sincerely apologize for any inconvenience he may have experienced. With that said, we would like to clarify that although Mr. [redacted] carries a Master Protection Agreement (MPA), there is no provision for preferential treatment in regard to scheduling. Even though we make every effort to schedule an appointment in a timely manner, there are only a limited number of appointments available and we must operate on a first come, first served basis. We are always trying to find better ways to address our customers’ needs, but there is no quick fix. While the agreement only provides for service during normal business hours, we do make commercially reasonable efforts to expedite service if the loss of use of the covered product threatens the consumer’s health or safety or if damage to or loss of property is threatened; however, there is no guarantee that expedited service would be provided. Once we received Mr. [redacted] complaint, we contacted the local service unit for assistance. They subsequently reached out to our Routing department to try to move up Mr. [redacted] appointment; unfortunately, sooner service was not available. Our records show that the repair to Mr. [redacted] oven was completed on November 16, 2016; eight days after he called for service. At this time, since we have completed the repair to Mr. [redacted] oven in accordance with the terms of his MPA, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
June 6, 2016
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have been unable to complete the investigation of Ms. [redacted] rebuttal regarding her recent visit to one of our auto centers.
We have received Ms. [redacted] rebuttal and it is our understanding that she has hired legal counsel regarding this issue and is going to pursue in court. We have noted this in our files and it is Ms. [redacted] prerogative to pursue this venue. We appreciate Ms. [redacted] rebuttal and closed her complaint pending further litigation.
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 Complaints Specialist
[redacted]
July 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. Z[redacted] complaint regarding his...
Shop Your Way Rewards (SYWR) account. We have spoken with Mr. Z** and the points he mentioned were added back to his account. In light of the aforementioned information, we have closed our file. We apologize to Mr. Z** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Brad [redacted]
March 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding a recent washer repair. It is...
regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We sincerely apologize for any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Member Advocate [redacted] spoke with Mr. [redacted] on March 28, 2017, and she arranged to have a technician return to Mr. [redacted] home on March 29, 2017, to pick up the boxes that were left. On March 30, 2017, Ms. [redacted] confirmed that the boxes have been removed. With that said, since we have documented Mr. [redacted] experience with Sears Home Services and we have removed the boxes, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 23, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a previous purchase. In the interest of resolving this matter, we have issued a credit for $8.00 to Mr. [redacted] account. This credit should reflect within 3-5 business days. In light of the aforementioned information, we respectfully ask that this matter be considered 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 [redacted]