November 15, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Patricia N [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the refund amount she...
received when she cancelled service on her refrigerator; and the customer service she received.
Upon receipt of Ms. [redacted] complaint we reviewed the service order and the case notes related to the service on her refrigerator. According to our records, on September 14, 2016 our technician ordered a part for the refrigerator and charged $266.95 for the part and $279.00 for the labor. That same day Ms. [redacted] called in to cancel the service on the refrigerator. Since the part was already ordered, we could not cancel the service order until the part was received and returned. On September 23, 2016 Ms. [redacted] was informed that UPS was scheduled for parts pick up on September 26, 2016 on tracking number [redacted]; the service order was cancelled. Regrettably, the refund was not automatically issued when the part was received. When Ms. [redacted] called in November to inquire about the refund, she was informed that the refund would be for the part return only, and that she was still responsible for the labor fee. On November 6, 2016, we issued a credit of $266.95 for the part to Ms. [redacted] credit card ending in [redacted].
We apologize that the associate did not thoroughly review the notes confirming that the part was not installed or removed by our technician. On November 15, 2016 we contacted Ms. [redacted] and informed her that we have issued the remaining labor refund, less the $99 diagnostic fee. We issued a refund in the amount of $180.00 in the form of a bank check and she should receive it within 2 weeks. Ms. [redacted] appreciated that the issue was resolved, but was very dissatisfied in the customer service she received. We apologized for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Michael S [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the service on his refrigerator. After reviewing the...
service history and discussing the issue with Mr. [redacted] we have authorized a replacement of the refrigerator under the first 30 days of the Sears Home Warranty. Mr. [redacted] has been informed of this offer and has been provided with the necessary information to select a new refrigerator. Mr. [redacted] has been provided with my direct contact information. Since it was our understanding that this resolution met with Mr. [redacted] approval, we have closed our file. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]-[redacted]-[redacted] direct Vanessa.L.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Gerald P[redacted]
December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887381 –
Michelle [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’
complaint regarding the charge she was assessed for a technician to assess...
her
range for a potential repair.Ms. [redacted] is correct in that our policy is such that
if a repair is scheduled on multiple items that require the same technician,
then we do discount our services by $30.00 since we do not have to make a
separate trip for each one. In her case though, while she intended to schedule
two repairs when she scheduled the service on her range (we can see that it
cuts off right when she is noting something about a double oven), she only
actually scheduled one service call as a separate order would have had to been
set up for each appliance and she did not do so. This meant that our technician’s
route was not set up to accommodate 2 service calls at her home. The technician
was able to get the service put on the route, but seemed to feel this accommodation
precluded the application of the discount for prescheduled calls. It is our feeling
though that an accommodation could have been made to still provide the trip
discount since the first scheduled visit was very quick as the parts needed
were no longer available. Additionally, in situations where parts are no longer
available, we will generally only charge the minimum fee and for some reason
the technician charged $137.00 plus tax instead of the minimum, undiscounted
fee of $109.95. We are not sure why this happened and feedback has been sent to
the technician for both pricing decisions. With that said, since Ms. [redacted] did accept the
estimate on her oven and allowed us to complete a repair on that appliance, as
a courtesy we were willing to just refund her in full for the service call on
the range. Accordingly, while she was only entitled to a refund of $57.05 plus
tax we have issued a check for $148.30 to the same address referenced on this
complaint; she should receive this in approximately 2-3 weeks. In the interim, since
we have provided Ms. [redacted] with her requested resolution, 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding service coverage under the Sears Appliance...
Warranty. We apologize for the delay in responding to this complaint. We forwarded this matter [redacted] *who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted] We apologize again 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]
July 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding the Master Protection Agreement (MPA)...
coverage she carries on her dishwasher. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the MPA coverage she purchased for her dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon researching Ms[redacted] concerns, we found that the expiration date for the MPA coverage on the dishwasher was corrected on July 26, 2016. The MPA now expires on May 4, 2018, as does the MPA coverage she carries on her washer, dryer and water heater. See below- [redacted] [redacted] ([redacted] [redacted] [redacted] ** [redacted] ...⇄ Row Mdse Description Model Number Recvd Type Cvg Exp Date [redacted] KEN DISH [redacted] [redacted] 06/23/15 SITE MPA 05/04/18 [redacted] DRYER, 1YR [redacted] [redacted] 01/15/15 SITE MPA 05/04/18 [redacted] TOP LOAD WASHER,[redacted] [redacted] 01/15/15 SITE MPA 05/04/18 [redacted] KENMORE 6,KM 50G NAT GAS [redacted] 03/22/16 SITE WMPA 05/04/18 Additionally, our records show that Ms. [redacted] has been emailed a copy of the corrected certificate of coverage. With that said, since we have confirmed that the MPA on Ms[redacted] dishwasher reflects the correct expiration date, 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
October 14, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste [redacted]
Chicago, IL 60611
Our File No: 7[redacted]
Revdex.com Case #: [redacted]/ Donald [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your...
inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
In regards to Mr. and Mrs. [redacted]'s request we did address the siding repairs as a gesture of customer service. The repairs were completed on October 10, 2015. I have spoken with the customer and confirmed they are satisfied. I have advised Mrs. [redacted] if any future issues arise to contact me directly.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. and Mrs. [redacted] as a customer and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] x 5415, or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted]
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed...
our investigation regarding Mr. [redacted]omplaint regarding his chandelier. [redacted] is in fact the manufacturer of Mr. [redacted]handelier and they indicated that the battery was out of stock, but they would have one made and send it to Mr. [redacted] as of last week. It should arrive within the next 10 days, if it has not already. We apologize for the delay. If Mr. [redacted] has any further concerns, he may contact [redacted] via phone at [redacted] or by email at sears@[redacted] for assistance. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Re: Rosalind [redacted] #94573608
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding a refund for a washer and dryer purchased from Sears Outlet.
Chad [redacted], Sears Outlet District Sales Manager provided the following response:
It is important to note that Ms. [redacted]'s complaint, dated September 29th, was received in our office on October 12, 2015. That said, the refund in the amount of $1526.72 was processed on September 30, 2015 back to her Mastercard ending in 4530. We apologize to Ms. [redacted] for any inconvenience. At this time, since we have confirmed with Ms. [redacted] that she has received her refund, we ask that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: [redacted] - Ryan J [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding repairs for his window A/C unit. We value Mr....
[redacted]’ patronage, but 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, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the incident caused him any inconvenience. We found that due to an administration error Mr. [redacted]’ Window A/C unit had been sent to the wrong repair center therefore causing the problems with locating his A/C unit. For customer satisfaction issues we moved forward with a replacement. Mr. [redacted] was informed of this resolution and the process for the replacement. We respectfully ask that this matter be closed, since we have replaced Mr. [redacted]’ window A/C unit and noted his candid feedback. Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
June 7, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. We would first...
note that [redacted] order was placed through one of our Marketplace vendors, [redacted] Sales. As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the return policy for each seller is listed. In this case, [redacted] return policy notes: “returns accepted with 14 days. Item must be in original packaging and in 'new' condition. Buyer pays return shipping and original shipping charges are not refunded.” It is clear that should a refund be issued none of the shipping fees would be included. We want to make it clear that according to our notes none of the merchandise was damaged; it seems some of the pieces were simply missing and [redacted] tried to send more pieces to [redacted], but she refused to continue. She made the choice to initiate a return. Furthermore, we have no record son file to support the fact that [redacted] was told her shipping fees would be refunded. As such, we will not be able to provide [redacted] with a refund for the shipping fee she mentions. Any disputes she would have with her sale should be directed to [redacted] sales as her purchase is subject to their return policy, which is noted above. As this decision is in accordance to our posted terms and conditions, we have closed our file. We apologize to [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]Specialist, Regulatory Complaints[redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because:They have not resolved my original question, which was why or how the order which had my Rewards points credited got canceled. I asked for reimbursement for my time, which was several hours, and trouble. They have acknowledged that I have an unused Rewards balance, which will expire, but have not even credited that! Their response is the 53 cents they screwed up on. How is that remotely fair? The minimum I will accept is the credit for the Rewards balance, which was on the order that was canceled by them. I am thoroughly disgusted by this non-response.
Sincerely,
Timothy [redacted]
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have been unable to complete the investigation of [redacted] complaint regarding her water heater....
We have spoken with [redacted] in regard to this
issue. Unfortunately, it seems there was a mistake; the bulge on the water
heater is not indicative of the unit having been dropped. It is consistent with
a defect in the liner. We will be sure to address this with the associates involved
so that we may prevent further such occurrences. Arrangements have been made to
deliver a replacement unit to [redacted]’s residence on November 24th.
According to our records, the service fee was not charged to [redacted] after
all; it was covered under the warranty. However if [redacted] finds a charge for
this on his statement somehow, we will gladly refund the fee as a courtesy. In
light of the aforementioned information, we respectfully ask that this matter remain
closed. We apologize to [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]
April 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] [redacted] * [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item he...
saw for sale at his local store. Store Manager [redacted] provided the following response: Unfortunately, it seems part of the sign in question has slid over to cover part of the price, which made it appear to be $2.99 rather than $22.99. We sincerely apologize to [redacted] for any inconvenience he may have experienced as a result of this issue. That said, we have issued $20.00 worth of points to [redacted] Shop Your Way Rewards account as a courtesy. Should he have he have any further 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 [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] Specialist, Regulatory Complaints [redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his...
impact wrench. Store Manager [redacted] provided the following response: A replacement impact wrench was sent to Mr. [redacted] home on February 18, 2016. We apologize for the delay. Should Mr. [redacted] have any other questions, I ([redacted] may be reached during normal business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain 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
Initial Business Response /* (1000, 10, 2015/08/21) */
August 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her...
dissatisfaction with the performance of her refrigerator and the multiple repair attempts to repair the leak problem.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Ms. [redacted]'s service history, and under the aforementioned terms, she did not meet the criteria for replacement.
We can also understand how frustrating Ms. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and she was offered a replacement for the refrigerator. On August 21, 2015 we provided Ms. [redacted] the authorization information and instructions for the replacement for a comparable model. In the interim, we have addressed the issue brought forth in Ms. [redacted]'s complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for your assistance.
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Nilpa...
[redacted] #94565891
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding Sears Outlet Stores and his refrigerator.
Les [redacted], General Manager of the Sears Outlet in Tucker provided the following response:
I have spoken to Mr. [redacted] and after partnering with Chad [redacted] our District Manager, we have offered Mr. [redacted] a $300.00 adjustment for his refrigerator. Mr. [redacted] has accepted the concession that said a credit in the amount of $321.00 has been credited to his Sears credit card. We apologize to Mr. [redacted] and appreciate his shopping with Sears Outlet. Since we have provided the aforementioned credit to Mr. [redacted] we ask that this complaint be closed.
We apologize to Mr. [redacted] nd appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[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.
Thank you for your help with this matter. It is regrettable that we had to go as far as filing a formal complaint to get resolution.
Sincerely,
Robin Y[redacted]
May 18, 2017 [redacted] Revdex.com 330 North Wabash Ave. Suite 2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mrs. [redacted]...
complaint. The correspondence you provided us with did not include a store location or order number and we were unable to locate her records within our systems by using the address, email address or telephone number that she provided with her complaint. Since we do not have enough information to facilitate a resolution we have closed this file pending the receipt of further order information from Mrs. [redacted] Upon receipt of the aforementioned information, we would be pleased to re-open and investigate Mrs. [redacted] complaint. We apologize to Mrs. [redacted] for this issue and would 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]
December 28, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case: [redacted]
Via: Revdex.com website
Dear Ms. [redacted]
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with...
the concern you recently brought to our attention. On behalf of SHIP please know we do value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file
SHIP is responding to the consumer complaint regarding the Shop Your Way Rewards (SYWR) points for purchasing the HVAC system. We have reached out to the (SYWR) Department and they have informed us that the points were awarded to the customer on 11/20/2016. Mr. [redacted] did confirm the receipt of the points. Our records indicate that he redeemed the value of points on 11/24/2016 for an online purchase. We appreciate the opportunity to resolve the matter.
It is our understanding that the concern has been resolved by our issuance of the aforementioned Shop Your Way Rewards (SYWR) points. Therefore, we have closed our file. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via First Class Mail
November 15, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Patricia N [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the refund amount she...
received when she cancelled service on her refrigerator; and the customer service she received.
Upon receipt of Ms. [redacted] complaint we reviewed the service order and the case notes related to the service on her refrigerator. According to our records, on September 14, 2016 our technician ordered a part for the refrigerator and charged $266.95 for the part and $279.00 for the labor. That same day Ms. [redacted] called in to cancel the service on the refrigerator. Since the part was already ordered, we could not cancel the service order until the part was received and returned. On September 23, 2016 Ms. [redacted] was informed that UPS was scheduled for parts pick up on September 26, 2016 on tracking number [redacted]; the service order was cancelled. Regrettably, the refund was not automatically issued when the part was received. When Ms. [redacted] called in November to inquire about the refund, she was informed that the refund would be for the part return only, and that she was still responsible for the labor fee. On November 6, 2016, we issued a credit of $266.95 for the part to Ms. [redacted] credit card ending in [redacted].
We apologize that the associate did not thoroughly review the notes confirming that the part was not installed or removed by our technician. On November 15, 2016 we contacted Ms. [redacted] and informed her that we have issued the remaining labor refund, less the $99 diagnostic fee. We issued a refund in the amount of $180.00 in the form of a bank check and she should receive it within 2 weeks. Ms. [redacted] appreciated that the issue was resolved, but was very dissatisfied in the customer service she received. We apologized for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Michael S [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the service on his refrigerator. After reviewing the...
service history and discussing the issue with Mr. [redacted] we have authorized a replacement of the refrigerator under the first 30 days of the Sears Home Warranty. Mr. [redacted] has been informed of this offer and has been provided with the necessary information to select a new refrigerator. Mr. [redacted] has been provided with my direct contact information. Since it was our understanding that this resolution met with Mr. [redacted] approval, we have closed our file. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]-[redacted]-[redacted] direct Vanessa.L.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Gerald P[redacted]
December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887381 –
Michelle [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’
complaint regarding the charge she was assessed for a technician to assess...
her
range for a potential repair.Ms. [redacted] is correct in that our policy is such that
if a repair is scheduled on multiple items that require the same technician,
then we do discount our services by $30.00 since we do not have to make a
separate trip for each one. In her case though, while she intended to schedule
two repairs when she scheduled the service on her range (we can see that it
cuts off right when she is noting something about a double oven), she only
actually scheduled one service call as a separate order would have had to been
set up for each appliance and she did not do so. This meant that our technician’s
route was not set up to accommodate 2 service calls at her home. The technician
was able to get the service put on the route, but seemed to feel this accommodation
precluded the application of the discount for prescheduled calls. It is our feeling
though that an accommodation could have been made to still provide the trip
discount since the first scheduled visit was very quick as the parts needed
were no longer available. Additionally, in situations where parts are no longer
available, we will generally only charge the minimum fee and for some reason
the technician charged $137.00 plus tax instead of the minimum, undiscounted
fee of $109.95. We are not sure why this happened and feedback has been sent to
the technician for both pricing decisions. With that said, since Ms. [redacted] did accept the
estimate on her oven and allowed us to complete a repair on that appliance, as
a courtesy we were willing to just refund her in full for the service call on
the range. Accordingly, while she was only entitled to a refund of $57.05 plus
tax we have issued a check for $148.30 to the same address referenced on this
complaint; she should receive this in approximately 2-3 weeks. In the interim, since
we have provided Ms. [redacted] with her requested resolution, 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding service coverage under the Sears Appliance...
Warranty. We apologize for the delay in responding to this complaint. We forwarded this matter [redacted] *who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted] We apologize again 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]
July 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding the Master Protection Agreement (MPA)...
coverage she carries on her dishwasher. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the MPA coverage she purchased for her dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon researching Ms[redacted] concerns, we found that the expiration date for the MPA coverage on the dishwasher was corrected on July 26, 2016. The MPA now expires on May 4, 2018, as does the MPA coverage she carries on her washer, dryer and water heater. See below- [redacted] [redacted] ([redacted] [redacted] [redacted] ** [redacted] ...⇄ Row Mdse Description Model Number Recvd Type Cvg Exp Date [redacted] KEN DISH [redacted] [redacted] 06/23/15 SITE MPA 05/04/18 [redacted] DRYER, 1YR [redacted] [redacted] 01/15/15 SITE MPA 05/04/18 [redacted] TOP LOAD WASHER,[redacted] [redacted] 01/15/15 SITE MPA 05/04/18 [redacted] KENMORE 6,KM 50G NAT GAS [redacted] 03/22/16 SITE WMPA 05/04/18 Additionally, our records show that Ms. [redacted] has been emailed a copy of the corrected certificate of coverage. With that said, since we have confirmed that the MPA on Ms[redacted] dishwasher reflects the correct expiration date, 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
October 14, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste [redacted]
Chicago, IL 60611
Our File No: 7[redacted]
Revdex.com Case #: [redacted]/ Donald [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your...
inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
In regards to Mr. and Mrs. [redacted]'s request we did address the siding repairs as a gesture of customer service. The repairs were completed on October 10, 2015. I have spoken with the customer and confirmed they are satisfied. I have advised Mrs. [redacted] if any future issues arise to contact me directly.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. and Mrs. [redacted] as a customer and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] x 5415, or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted]
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed...
our investigation regarding Mr. [redacted]omplaint regarding his chandelier. [redacted] is in fact the manufacturer of Mr. [redacted]handelier and they indicated that the battery was out of stock, but they would have one made and send it to Mr. [redacted] as of last week. It should arrive within the next 10 days, if it has not already. We apologize for the delay. If Mr. [redacted] has any further concerns, he may contact [redacted] via phone at [redacted] or by email at sears@[redacted] for assistance. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Re: Rosalind [redacted] #94573608
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding a refund for a washer and dryer purchased from Sears Outlet.
Chad [redacted], Sears Outlet District Sales Manager provided the following response:
It is important to note that Ms. [redacted]'s complaint, dated September 29th, was received in our office on October 12, 2015. That said, the refund in the amount of $1526.72 was processed on September 30, 2015 back to her Mastercard ending in 4530. We apologize to Ms. [redacted] for any inconvenience. At this time, since we have confirmed with Ms. [redacted] that she has received her refund, we ask that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: [redacted] - Ryan J [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding repairs for his window A/C unit. We value Mr....
[redacted]’ patronage, but 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, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the incident caused him any inconvenience. We found that due to an administration error Mr. [redacted]’ Window A/C unit had been sent to the wrong repair center therefore causing the problems with locating his A/C unit. For customer satisfaction issues we moved forward with a replacement. Mr. [redacted] was informed of this resolution and the process for the replacement. We respectfully ask that this matter be closed, since we have replaced Mr. [redacted]’ window A/C unit and noted his candid feedback. Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
June 7, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. We would first...
note that [redacted] order was placed through one of our Marketplace vendors, [redacted] Sales. As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the return policy for each seller is listed. In this case, [redacted] return policy notes: “returns accepted with 14 days. Item must be in original packaging and in 'new' condition. Buyer pays return shipping and original shipping charges are not refunded.” It is clear that should a refund be issued none of the shipping fees would be included. We want to make it clear that according to our notes none of the merchandise was damaged; it seems some of the pieces were simply missing and [redacted] tried to send more pieces to [redacted], but she refused to continue. She made the choice to initiate a return. Furthermore, we have no record son file to support the fact that [redacted] was told her shipping fees would be refunded. As such, we will not be able to provide [redacted] with a refund for the shipping fee she mentions. Any disputes she would have with her sale should be directed to [redacted] sales as her purchase is subject to their return policy, which is noted above. As this decision is in accordance to our posted terms and conditions, we have closed our file. We apologize to [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]Specialist, Regulatory Complaints[redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because:They have not resolved my original question, which was why or how the order which had my Rewards points credited got canceled. I asked for reimbursement for my time, which was several hours, and trouble. They have acknowledged that I have an unused Rewards balance, which will expire, but have not even credited that! Their response is the 53 cents they screwed up on. How is that remotely fair? The minimum I will accept is the credit for the Rewards balance, which was on the order that was canceled by them. I am thoroughly disgusted by this non-response.
Sincerely,
Timothy [redacted]
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have been unable to complete the investigation of [redacted] complaint regarding her water heater....
We have spoken with [redacted] in regard to this
issue. Unfortunately, it seems there was a mistake; the bulge on the water
heater is not indicative of the unit having been dropped. It is consistent with
a defect in the liner. We will be sure to address this with the associates involved
so that we may prevent further such occurrences. Arrangements have been made to
deliver a replacement unit to [redacted]’s residence on November 24th.
According to our records, the service fee was not charged to [redacted] after
all; it was covered under the warranty. However if [redacted] finds a charge for
this on his statement somehow, we will gladly refund the fee as a courtesy. In
light of the aforementioned information, we respectfully ask that this matter remain
closed. We apologize to [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]
April 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] [redacted] * [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item he...
saw for sale at his local store. Store Manager [redacted] provided the following response: Unfortunately, it seems part of the sign in question has slid over to cover part of the price, which made it appear to be $2.99 rather than $22.99. We sincerely apologize to [redacted] for any inconvenience he may have experienced as a result of this issue. That said, we have issued $20.00 worth of points to [redacted] Shop Your Way Rewards account as a courtesy. Should he have he have any further 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 [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] Specialist, Regulatory Complaints [redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his...
impact wrench. Store Manager [redacted] provided the following response: A replacement impact wrench was sent to Mr. [redacted] home on February 18, 2016. We apologize for the delay. Should Mr. [redacted] have any other questions, I ([redacted] may be reached during normal business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain 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
Initial Business Response /* (1000, 10, 2015/08/21) */
August 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her...
dissatisfaction with the performance of her refrigerator and the multiple repair attempts to repair the leak problem.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Ms. [redacted]'s service history, and under the aforementioned terms, she did not meet the criteria for replacement.
We can also understand how frustrating Ms. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and she was offered a replacement for the refrigerator. On August 21, 2015 we provided Ms. [redacted] the authorization information and instructions for the replacement for a comparable model. In the interim, we have addressed the issue brought forth in Ms. [redacted]'s complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for your assistance.
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Nilpa...
[redacted] #94565891
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding Sears Outlet Stores and his refrigerator.
Les [redacted], General Manager of the Sears Outlet in Tucker provided the following response:
I have spoken to Mr. [redacted] and after partnering with Chad [redacted] our District Manager, we have offered Mr. [redacted] a $300.00 adjustment for his refrigerator. Mr. [redacted] has accepted the concession that said a credit in the amount of $321.00 has been credited to his Sears credit card. We apologize to Mr. [redacted] and appreciate his shopping with Sears Outlet. Since we have provided the aforementioned credit to Mr. [redacted] we ask that this complaint be closed.
We apologize to Mr. [redacted] nd appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[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.
Thank you for your help with this matter. It is regrettable that we had to go as far as filing a formal complaint to get resolution.
Sincerely,
Robin Y[redacted]
May 18, 2017 [redacted] Revdex.com 330 North Wabash Ave. Suite 2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mrs. [redacted]...
complaint. The correspondence you provided us with did not include a store location or order number and we were unable to locate her records within our systems by using the address, email address or telephone number that she provided with her complaint. Since we do not have enough information to facilitate a resolution we have closed this file pending the receipt of further order information from Mrs. [redacted] Upon receipt of the aforementioned information, we would be pleased to re-open and investigate Mrs. [redacted] complaint. We apologize to Mrs. [redacted] for this issue and would 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]
December 28, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case: [redacted]
Via: Revdex.com website
Dear Ms. [redacted]
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with...
the concern you recently brought to our attention. On behalf of SHIP please know we do value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file
SHIP is responding to the consumer complaint regarding the Shop Your Way Rewards (SYWR) points for purchasing the HVAC system. We have reached out to the (SYWR) Department and they have informed us that the points were awarded to the customer on 11/20/2016. Mr. [redacted] did confirm the receipt of the points. Our records indicate that he redeemed the value of points on 11/24/2016 for an online purchase. We appreciate the opportunity to resolve the matter.
It is our understanding that the concern has been resolved by our issuance of the aforementioned Shop Your Way Rewards (SYWR) points. Therefore, we have closed our file. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via First Class Mail