January 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #10980823 – Hope [redacted] Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with our customer...
service, non-receipt of her kmart.com layaway order, and her subsequent request for a refund. It is unfortunate that we failed Mrs. [redacted]’s expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that the following refunds: $32.99, $0.22, and $50.63 were issued to Mrs. [redacted] on the same day we received this complaint, December 4, 2015. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mrs. [redacted]’s comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741
[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] 3rd rebuttal regarding the installation of her dishwasher and alleged damage done to her cabinet, floor, and ceiling.
We have received Ms. [redacted] 3rd, and understand that she would Sears’ contact information. The information is as follows:
Sears Holdings
[redacted]
[redacted]
That being said, because we have provided Ms. [redacted] with the information she requested, 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.
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,
Jandi R[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]I am willing to go to the store and meet with the store manager this weekend to do the exchange of the shirts. I would like to leave this complaint open until the exchange of the shirts has taken place. Thank you.
August 17, 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. K[redacted] complaint regarding her recent service...
experience and request for a full refund of the repair fee. We would first like to apologize for any inconvenience Ms. K[redacted] may have experienced with her washer. After reviewing the service history, we show she initially contacted Sears for repair on July 10, 2017. Since the washer did not have a warranty or Service Contract, there was a charge of $194.29 on July 13, 2017. When the Sears technician returned on July 27, 2017, to complete the service call, he provided Ms. K[redacted] with a refund of $105.20. Therefore, she ended up paying a total of $89.09 for the repair. Additionally, we hope that in the future Ms. K[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since repair has been completed and a refund provided, we have noted Ms. K[redacted] concerns. 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
November 9, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11725125 – Monica [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her recent online order. Joseph [redacted] Store General Manager for Kmart Unit 7415, provided the following response: After forwarding the feedback that Ms. [redacted] provided regarding the experienced she had in the local store, we have decided to make an exception and process a return for the merchandise. We contacted Ms. [redacted] by phone but she was not able to speak at the time. However, we will advise her of our offer to return the merchandise for a full refund once she returns our call. Should Ms. [redacted] have any further questions from this point on, we encourage her to contact our store directly at ([redacted] so that we may have an opportunity to resolve the matter. With that said, since we will be honoring Ms. [redacted]’ requested resolution, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms. [redacted] complaint. We are attempting to set service so we can have...
our service technician obtain pictures of the cook top issue. We have left Ms. [redacted] a message with the direct number to the service unit so we can schedule a service tech and are waiting for a call back. With that being said we would like to address Ms. [redacted] inaccuracies in her complaint. Ms. [redacted] did indeed purchase an oven, microwave, and refrigerator and cook top all on April 20, 2014 with a service agreement on each item. But it is important to note that Ms. [redacted] cancelled all but the cook top two days before delivery and was fully refunded for the oven, microwave and refrigerator as well as the service agreements she purchased for those items. Once we have obtained pictures of Ms. [redacted] cook top from a Sears’s service technician we will continue our research. 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]
November 11, 2015Nita [redacted]Revdex.com330 North
Wabash Ave, Ste. #2006Chicago,
IL 60611Re: #94571984 – Tina Marie [redacted]Dear Ms. [redacted]:We have completed the investigation of Mrs. [redacted]’s
complaint regarding her request for a refund for an installation kit. Kathy [redacted], Customer Service Representative for Sears
installation Services, has provided the following response:Upon receipt of Mrs. [redacted]’s rebuttal I left a second
voicemail message for Mrs. [redacted] to explain that a check in the amount of
$20.00 was processed and mailed to her at the address she provided for
delivery. Mrs. [redacted] was advised that
she should expect her check to arrive within approximately14 business days of
my call. If Mrs. [redacted] still requires assistance, she is welcome
to contact me directly at (407) 677-3010.
We ask to have this matter closed since the requested resolution has
been provided.We apologize to Mrs. [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,Nicki [redacted]Regulatory Complaint Specialist1-800-762-3049 Ext. 87741
January 6, 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 his dryer repair. It is...
unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dryer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. 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. [redacted] with [redacted] was able to work with our Routing department so that Mr. [redacted] would be the first appointment on January 6, 2017. Once the repair was completed, Ms. [redacted] spoke with Mrs. [redacted] and confirmed that the repair was completed to her satisfaction. Mrs. [redacted] indicated that her main issue was with the customer service she received when she spoke to various agents regarding the previous appointments. Ms. [redacted] provided her with a direct number to the unit so she would not have any further issues contacting someone for assistance with a repair. As a conciliatory gesture for the delay in completing the repair, we have purchased a one-year extension on the Master Protection Agreement (MPA) carried on the dryer; the coverage now expires on August 30, 2020. If Mr. [redacted] has any questions regarding the MPA, he can call our Protection Agreement department at [redacted]. In the interim, since we have documented Mr. and Mrs. [redacted] concerns with the repair process and completed the repair to his dryer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear [redacted] We have completed our investigation of the [redacted] complaint regarding service on her washer. After discussing the...
issue with Ms. [redacted] and reviewing the service history we did move forward with repairs under the terms and conditions of the Sears Appliance Warranty. The repairs were completed on June 30, 2016 and it is our understanding that the washer is now working as designed. Since we have repaired the [redacted] washer and it is our understanding that no other actions or assistance is need at this time we have closed our case. We apologize to the [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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. Yes, they have issued my full refund as well as the 50.00 in point rewards. Thank you for your assistance.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Again, I would like to make it known that, the computer notes of my phone call on November 11th to Ken (I was not given any last names) may not indicate what he told me but the recording will. Has anyone contacted Ken? Has anyone contacted David? The overflow agent? Has anyone contacted the District Service Manager? At one point Jenny, I am assuming that this is Ms. [redacted] because I was not given any last names, told me in our phone conversation, that she did not know who Ken was. I asked either her or Michelle if there was a way to find out and call him and they said no. I said there has to be some way....an employee #, location # or something that he is identified by. Then later in our conversation Jenny said, Ken misspoke and he will be reprimanded. How will you reprimand him if you don’t know who he is or where he is? Just lies! I know what I was told and the recorded conversation will tell the truth...only if someone would listen to it. Long story short......I understand the MPA ......BUT....A promise was made and has been broken by Sears! According to Merriam Webster Dictionary, a promise is “a statement telling someone that you will definitely do something or that something will definitely happen in the future.” Not the Sears from years ago!
Sincerely,
Lawanna [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. We greatly appreciate your help and consider the matter closed.
Sincerely,
[redacted]
October 14, 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 problem she encountered when she attempted to return...
her online purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the mixer online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the mixer on August 19, 2016, and then attempted to return them on September 25, 2016, she was clearly over the 30-day “hassle-free” return period.
In this case, because it was within the 30 days since the item was picked up, we made an exception and as a good-will gesture, we allowed Ms. [redacted] to return the mixer for a refund. On October 4, 2016 Store Manager [redacted] contacted Ms. [redacted] and offered to process the return. We issued Ms. [redacted] a credit of $271.85 to her credit card ending in 8910.
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]
[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 tractor.
We...
have reviewed Mr. [redacted] complaint and apologize that his mower has failed sooner than expected. Because the tractor is so new and already experiencing issues, our offices have agreed to replace the tractor. We have rung exchange salescheck# [redacted] and delivery has been scheduled for Monday, June 27, 2016. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
August 28th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / Yolanda J[redacted]
Via: Revdex.com website
Dear Ms. V[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.
We have reached an amicable resolution in regards to Ms. J[redacted]’ concern. A refund has been issued for Ms. J[redacted] Ms. J[redacted] can check with her bank in 5-7 business days for the funds. I advised Ms. J[redacted] that the reason for the incorrect name on the check was because the name was never updated from her father-in-law’s to the correct name that should be on repair account. I advised Ms. J[redacted] to update the information in order to prevent any confusion like this in the future.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. J[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Yolanda J[redacted] Via: 1st Class Mail
Initial Business Response /* (1000, 6, 2015/07/31) */
July 31, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his...
dissatisfaction with our customer service and non-receipt of an order he placed with Sears Parts Direct.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently ordered a part from Sears Parts Direct. We value Mr. [redacted]'s patronage and can understand his frustration with the events detailed in his complaint. We regret that this incident occurred, and we can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, [redacted], Customer Support Manager for Sears Parts Direct, spoke with Mr.[redacted] on July 23, 2015. At that time, Mr. [redacted] informed her that he purchased his part from another supplier because our replacement order did not arrive. Ms. [redacted] offered Mr. [redacted] a $50.00 gift card as an apology for this issue, which he accepted and indicated met with his approval. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Mr. [redacted]'s comments and an equitable 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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 8, 2015/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
July 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator....
We have spoken with Ms. [redacted] regarding this issue and a resolution was provided that she indicated was satisfactory. As such, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here...
June 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her dissatisfaction with Sears’...
attempts to repair her range and her subsequent request for a replacement range. As Clarification, the Master Protection Agreement Ms. B[redacted] purchased for her range specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose 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.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. Upon receipt of this complaint, our records confirmed that Sears completed a total of 5 service orders for Ms. B[redacted] range since her purchase date of October 13, 2016. However, parts were replaced on only 2 of the service orders. The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit. After completing her purchase, Ms. B[redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her range meet the aforementioned guidelines. With this having been said, Ms. B[redacted] request for a replacement range was authorized for her satisfaction on May 8, 2017, and our records show that she selected a new range on May 17th. Ms. B[redacted] is welcome to contact Sears Protection Agreement Benefits Administration at ([redacted] with any further questions she may have about her coverage. Since we have provided services relative and appropriate to the terms of the Master Protection Agreement Ms. B[redacted] purchased for her range, we have closed our file regarding this matter. 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]
January 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #10980823 – Hope [redacted] Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with our customer...
service, non-receipt of her kmart.com layaway order, and her subsequent request for a refund. It is unfortunate that we failed Mrs. [redacted]’s expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that the following refunds: $32.99, $0.22, and $50.63 were issued to Mrs. [redacted] on the same day we received this complaint, December 4, 2015. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mrs. [redacted]’s comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741
July 13, 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] 3rd rebuttal regarding the installation of her dishwasher and alleged damage done to her cabinet, floor, and ceiling.
We have received Ms. [redacted] 3rd, and understand that she would Sears’ contact information. The information is as follows:
Sears Holdings
[redacted]
[redacted]
That being said, because we have provided Ms. [redacted] with the information she requested, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[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,
Jandi R[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]I am willing to go to the store and meet with the store manager this weekend to do the exchange of the shirts. I would like to leave this complaint open until the exchange of the shirts has taken place. Thank you.
August 17, 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. K[redacted] complaint regarding her recent service...
experience and request for a full refund of the repair fee. We would first like to apologize for any inconvenience Ms. K[redacted] may have experienced with her washer. After reviewing the service history, we show she initially contacted Sears for repair on July 10, 2017. Since the washer did not have a warranty or Service Contract, there was a charge of $194.29 on July 13, 2017. When the Sears technician returned on July 27, 2017, to complete the service call, he provided Ms. K[redacted] with a refund of $105.20. Therefore, she ended up paying a total of $89.09 for the repair. Additionally, we hope that in the future Ms. K[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since repair has been completed and a refund provided, we have noted Ms. K[redacted] concerns. 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
November 9, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11725125 – Monica [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her recent online order. Joseph [redacted] Store General Manager for Kmart Unit 7415, provided the following response: After forwarding the feedback that Ms. [redacted] provided regarding the experienced she had in the local store, we have decided to make an exception and process a return for the merchandise. We contacted Ms. [redacted] by phone but she was not able to speak at the time. However, we will advise her of our offer to return the merchandise for a full refund once she returns our call. Should Ms. [redacted] have any further questions from this point on, we encourage her to contact our store directly at ([redacted] so that we may have an opportunity to resolve the matter. With that said, since we will be honoring Ms. [redacted]’ requested resolution, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms. [redacted] complaint. We are attempting to set service so we can have...
our service technician obtain pictures of the cook top issue. We have left Ms. [redacted] a message with the direct number to the service unit so we can schedule a service tech and are waiting for a call back. With that being said we would like to address Ms. [redacted] inaccuracies in her complaint. Ms. [redacted] did indeed purchase an oven, microwave, and refrigerator and cook top all on April 20, 2014 with a service agreement on each item. But it is important to note that Ms. [redacted] cancelled all but the cook top two days before delivery and was fully refunded for the oven, microwave and refrigerator as well as the service agreements she purchased for those items. Once we have obtained pictures of Ms. [redacted] cook top from a Sears’s service technician we will continue our research. 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]
November 11, 2015Nita [redacted]Revdex.com330 North
Wabash Ave, Ste. #2006Chicago,
IL 60611Re: #94571984 – Tina Marie [redacted]Dear Ms. [redacted]:We have completed the investigation of Mrs. [redacted]’s
complaint regarding her request for a refund for an installation kit. Kathy [redacted], Customer Service Representative for Sears
installation Services, has provided the following response:Upon receipt of Mrs. [redacted]’s rebuttal I left a second
voicemail message for Mrs. [redacted] to explain that a check in the amount of
$20.00 was processed and mailed to her at the address she provided for
delivery. Mrs. [redacted] was advised that
she should expect her check to arrive within approximately14 business days of
my call. If Mrs. [redacted] still requires assistance, she is welcome
to contact me directly at (407) 677-3010.
We ask to have this matter closed since the requested resolution has
been provided.We apologize to Mrs. [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,Nicki [redacted]Regulatory Complaint Specialist1-800-762-3049 Ext. 87741
January 6, 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 his dryer repair. It is...
unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dryer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. 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. [redacted] with [redacted] was able to work with our Routing department so that Mr. [redacted] would be the first appointment on January 6, 2017. Once the repair was completed, Ms. [redacted] spoke with Mrs. [redacted] and confirmed that the repair was completed to her satisfaction. Mrs. [redacted] indicated that her main issue was with the customer service she received when she spoke to various agents regarding the previous appointments. Ms. [redacted] provided her with a direct number to the unit so she would not have any further issues contacting someone for assistance with a repair. As a conciliatory gesture for the delay in completing the repair, we have purchased a one-year extension on the Master Protection Agreement (MPA) carried on the dryer; the coverage now expires on August 30, 2020. If Mr. [redacted] has any questions regarding the MPA, he can call our Protection Agreement department at [redacted]. In the interim, since we have documented Mr. and Mrs. [redacted] concerns with the repair process and completed the repair to his dryer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear [redacted] We have completed our investigation of the [redacted] complaint regarding service on her washer. After discussing the...
issue with Ms. [redacted] and reviewing the service history we did move forward with repairs under the terms and conditions of the Sears Appliance Warranty. The repairs were completed on June 30, 2016 and it is our understanding that the washer is now working as designed. Since we have repaired the [redacted] washer and it is our understanding that no other actions or assistance is need at this time we have closed our case. We apologize to the [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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. Yes, they have issued my full refund as well as the 50.00 in point rewards. Thank you for your assistance.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Again, I would like to make it known that, the computer notes of my phone call on November 11th to Ken (I was not given any last names) may not indicate what he told me but the recording will. Has anyone contacted Ken? Has anyone contacted David? The overflow agent? Has anyone contacted the District Service Manager? At one point Jenny, I am assuming that this is Ms. [redacted] because I was not given any last names, told me in our phone conversation, that she did not know who Ken was. I asked either her or Michelle if there was a way to find out and call him and they said no. I said there has to be some way....an employee #, location # or something that he is identified by. Then later in our conversation Jenny said, Ken misspoke and he will be reprimanded. How will you reprimand him if you don’t know who he is or where he is? Just lies! I know what I was told and the recorded conversation will tell the truth...only if someone would listen to it. Long story short......I understand the MPA ......BUT....A promise was made and has been broken by Sears! According to Merriam Webster Dictionary, a promise is “a statement telling someone that you will definitely do something or that something will definitely happen in the future.” Not the Sears from years ago!
Sincerely,
Lawanna [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
My money was refunded.
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. We greatly appreciate your help and consider the matter closed.
Sincerely,
[redacted]
October 14, 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 problem she encountered when she attempted to return...
her online purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the mixer online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the mixer on August 19, 2016, and then attempted to return them on September 25, 2016, she was clearly over the 30-day “hassle-free” return period.
In this case, because it was within the 30 days since the item was picked up, we made an exception and as a good-will gesture, we allowed Ms. [redacted] to return the mixer for a refund. On October 4, 2016 Store Manager [redacted] contacted Ms. [redacted] and offered to process the return. We issued Ms. [redacted] a credit of $271.85 to her credit card ending in 8910.
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]
June 24, 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 tractor.
We...
have reviewed Mr. [redacted] complaint and apologize that his mower has failed sooner than expected. Because the tractor is so new and already experiencing issues, our offices have agreed to replace the tractor. We have rung exchange salescheck# [redacted] and delivery has been scheduled for Monday, June 27, 2016. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
August 28th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / Yolanda J[redacted]
Via: Revdex.com website
Dear Ms. V[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.
We have reached an amicable resolution in regards to Ms. J[redacted]’ concern. A refund has been issued for Ms. J[redacted] Ms. J[redacted] can check with her bank in 5-7 business days for the funds. I advised Ms. J[redacted] that the reason for the incorrect name on the check was because the name was never updated from her father-in-law’s to the correct name that should be on repair account. I advised Ms. J[redacted] to update the information in order to prevent any confusion like this in the future.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. J[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Yolanda J[redacted] Via: 1st Class Mail
Initial Business Response /* (1000, 6, 2015/07/31) */
July 31, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his...
dissatisfaction with our customer service and non-receipt of an order he placed with Sears Parts Direct.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently ordered a part from Sears Parts Direct. We value Mr. [redacted]'s patronage and can understand his frustration with the events detailed in his complaint. We regret that this incident occurred, and we can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, [redacted], Customer Support Manager for Sears Parts Direct, spoke with Mr.[redacted] on July 23, 2015. At that time, Mr. [redacted] informed her that he purchased his part from another supplier because our replacement order did not arrive. Ms. [redacted] offered Mr. [redacted] a $50.00 gift card as an apology for this issue, which he accepted and indicated met with his approval. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Mr. [redacted]'s comments and an equitable 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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 8, 2015/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
July 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator....
We have spoken with Ms. [redacted] regarding this issue and a resolution was provided that she indicated was satisfactory. As such, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here...
June 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her dissatisfaction with Sears’...
attempts to repair her range and her subsequent request for a replacement range. As Clarification, the Master Protection Agreement Ms. B[redacted] purchased for her range specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose 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.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. Upon receipt of this complaint, our records confirmed that Sears completed a total of 5 service orders for Ms. B[redacted] range since her purchase date of October 13, 2016. However, parts were replaced on only 2 of the service orders. The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit. After completing her purchase, Ms. B[redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her range meet the aforementioned guidelines. With this having been said, Ms. B[redacted] request for a replacement range was authorized for her satisfaction on May 8, 2017, and our records show that she selected a new range on May 17th. Ms. B[redacted] is welcome to contact Sears Protection Agreement Benefits Administration at ([redacted] with any further questions she may have about her coverage. Since we have provided services relative and appropriate to the terms of the Master Protection Agreement Ms. B[redacted] purchased for her range, we have closed our file regarding this matter. 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]