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]
June 6, 2017
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 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.
Pursuant to Ms. [redacted] window concerns, we have agreed to cancel the window contract and process a full refund of the initial deposit as requested by our customer.
At this time, we respectfully request that you close your file as we have resolved the matter amicably. On behalf of SHIP please know that we value Ms. [redacted] as a customer and apologize for any frustrations or inconveniences this might have caused. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
December 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding a battery being installed incorrectly...
during a visit to one of our auto centers.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted] District Service Manager, who advised that we will honor her request to receive a full refund. The Auto Center Manager will be calling [redacted] shortly to process the refund. That being said, because we will be honoring [redacted] request, we respectfully request this complaint be 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]
Regulatory Complaints Specialist
[redacted]
[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.
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Alexandre [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the multiple repairs...
of his dishwasher.
We have reviewed Mr. [redacted] service history and our records show that his dishwasher was purchased on July 15, 2016 and that 2 repair attempts have been made to fix the unit. Due to the age of the dishwasher, we have agreed to exchange Mr. [redacted] dishwasher per his request. We have rung exchange salescheck# 099119019355 with a delivery date of September 2, 2016. Installation will occur separately after that date and Mr. [redacted] will receive a call from our installation department within 24 hours after delivery to schedule a delivery date and time. 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to add that Ms. [redacted] was very sympathetic to my unfortunate situation and I really appreciated her time and understanding. I feel the representatives that are dealing with the customers could learn a few things from Ms. [redacted]. It is my hope that Sears reconsiders only providing technical support more than just every other Saturday and evening hours. In today's market there are plenty of companies that not only meet the needs of the consumer but exceed the consumer's needs and expectations. As consumers we have plenty of companies to choose to conduct our business and Sears is lacking in meeting the needs of their customers. It is a very competitive world and Sears needs to get in the game if they want to stay in business. I thank you for this opportunity to respond.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and while Sears Holdings Corporation leaves much to be desired in terms of service (no family should have to go 6 weeks without refrigeration of food), the resolution provided does in fact meet the letter of their written contract.
Sincerely,
Daniel [redacted]
April 14, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted] J [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered when he attempted to...
file a claim on the Sears Purchase Protect 3-year warranty that he purchased for his vacuum.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] have experienced. We assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further. Upon receipt of Mr. [redacted] complaint, we reached out to our contract department to assist with Mr. [redacted] concern. Ms. [redacted] contract was reviewed and it was determined that the contract was showing expired because the Sears Purchase Protect was put on the vacuum bags instead of the vacuum itself. We apologize that a case was not created to revise the contract when Mr. [redacted] called to file the claim. On April 10, 2017 the contract was revised to add the warranty on the vacuum and Mr. [redacted] was able to file the warranty claim. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I work a full time job and take care of my mother who has alzhiemers, I do not have the time to go to my bank and and have them print me a statement for the amount of $238.00. Which is the total for 7 over draft charges. So I guess Sears whens. Total [redacted]
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]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.
January 18, 2017 [redacted]Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mr. [redacted] complaint. Although Mr. [redacted]...
provided his name and address in the complaint, we could not locate the service information for the washer in question. An email was sent to Mr. [redacted] on January 9, 2017, and January 12, 2017, requesting the correct repair address, but he did not respond. In order to investigate this matter thoroughly, we ask that Mr. [redacted] provide the address and telephone number used to schedule the repair, so we can locate his service call in our system. We would appreciate it if Mr. [redacted] would respond to this correspondence with the requested information. In the interim, we ask to have this matter closed, pending a response from Mr. [redacted] We apologize to Mr. [redacted] for this issue and would appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Mona S[redacted] Dear [redacted] We have completed the investigation of Ms. S[redacted]ebuttal. Reimbursement for lost food is only provided for under certain conditions if a member purchases a service contract such as the Master Protection Agreement (MPA.) Ms. S[redacted] did not purchase a service contract and her manufacturer’s warranty makes no such provisions. Whether it was for damage or not, Ms. S[redacted] has already received $150.00 that could have been used towards lost food costs. Regardless, we are under no obligation to provide anything further concerning this issue and we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[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 unsatisfactory to me but there is nothing that can be done.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/06/25) */
June 25, 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 Ms. [redacted]'s complaint...
regarding her customer experience upon delivery of her mattress set.
It is unfortunate that we failed Ms. [redacted]'s expectations when we did not meet the delivery date that was provided to her on the day of purchase. We value Ms. [redacted]' patronage and understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted.
After reviewing Ms. [redacted] complaint, we contacted the store manager [redacted] who informed us that she called Ms. [redacted] on 17 June 2015 to provide her with assistance. Ms. [redacted] informed us that Ms. [redacted] informed her that she was disappointed that the delivery date was not met. Ms. [redacted] apologized for the inconvenience and offered a $70.00 discount, which was accepted by Ms. [redacted]. Since the concerns that were brought forth in Ms. [redacted] complaint have been address and courtesy compensation was provided, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
September 15, 2017[redacted] Business BureauAttn: [redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611Our File No: [redacted]Service Order #: [redacted]Revdex.com Case#: [redacted] Paula D[redacted]Via: Revdex.com WebsiteDear [redacted]Thank you for allowing Sears to assist you with the concern you recently...
brought to our attention. On behalf of Sears please know that we do value Ms. J[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. This l[redacted]er serves to confirm that we have completed investigating the complaint.Sears is responding to the consumer’s complaint regarding her HVAC unit and the cost associated with the recent service, dated 7/24/17. Sears is disheartened that Ms. J[redacted] feels that her concerns were not resolved adequately by our company prior to seeking further actions from you. Our records indicate that she did not purchase her HVAC unit from Sears and has no Protection Agreement coverage with Sears for her unit. During the recent service Ms. J[redacted] declined the leak check. The tech advised us that she requested he put Freon in the unit to get her by for a few weeks until she could figure out what she was going to do as far as replacing the unit. The tech explained that there was a leak and that all of the Freon could leak out in a day, week or 6 months. The tech had no way of knowing how severe the leak was without doing the leak check. There is a $260 flat fee for any Freon charge plus the cost per ounce based on how much is used to fill the unit. We are one of the cheapest companies when it comes to Freon. Most companies charge $100 to $200 per lb. of R22 Freon plus a fee for putting it in which could be anywhere between $50 to $100. So if they put 1 lb. and 4 oz. they charge for 2 lbs. Basically, she didn't want to pay for the leak check and then the repair of a 15-year old system. The Freon has probably leaked out and this is why she is upset. The leak check is $230 and any repair would have been another charge. This was all explained to her and she signed the receipt that she agreed to the charges for just the Freon and told the tech that's all she wanted done.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted]searshomepro.com.Sincerely,Richard V[redacted]SHIP/HI Regulatory Complaint Specialistcc: Paula D[redacted] via First Class Mail
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,
Dwight [redacted]
July 31, 2016 [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 inability to schedule preventative...
maintenance checks on her washer and dryer before the end of her last year of coverage due to the fact that her previous checks fell later in her coverage year due to delays that were not of her making. We apologize for the previous delays in 2015 that caused Ms. [redacted] current situation. As a courtesy, we gave her 2 complimentary 90 day renewals at no cost to her, one for the washer and one for the dryer, so that he coverage now does not expire until October 17, 2016. In this way she should now be able to schedule a convenient time to have one more preventative maintenance check done on both the washer and the dryer, and she would still have coverage in the event any repairs were identified as necessary during the service call. Since we feel this resolution should resolve Ms. [redacted] issue, 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. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding a...
recent service call for her washer. It is unfortunate that we failed Ms. [redacted] expectations when she recently contracted with Sears Duct Cleaning. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused her. Upon receiving Ms. [redacted] complaint, we contacted the local office for assistance. On January 31, 2017, [redacted] responded that Ms. [redacted] would be provided with her requested refund of $309.00, contingent upon the return of the signed Customer Release Form (CRF). He further added that it is his understanding that Ms. [redacted] would be emailing the signed form back later today. With that said, since we are providing Ms. [redacted] with her requested resolution, 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his damaged lawn tractor. On receipt of [redacted]...
complaint we reached out to the store manager, [redacted] contacted [redacted] and offered to refund him $400.00 and to order a new engine hood at no cost to him. [redacted] confirmed with this office that he accepted this resolution and is satisfied with the offer. [redacted] also confirmed that [redacted] provided him with her contact information if he is still in need of assistance. Since it is our understanding that this resolution was acceptable to [redacted] we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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.
June 6, 2017
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 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.
Pursuant to Ms. [redacted] window concerns, we have agreed to cancel the window contract and process a full refund of the initial deposit as requested by our customer.
At this time, we respectfully request that you close your file as we have resolved the matter amicably. On behalf of SHIP please know that we value Ms. [redacted] as a customer and apologize for any frustrations or inconveniences this might have caused. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
December 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding a battery being installed incorrectly...
during a visit to one of our auto centers.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted] District Service Manager, who advised that we will honor her request to receive a full refund. The Auto Center Manager will be calling [redacted] shortly to process the refund. That being said, because we will be honoring [redacted] request, we respectfully request this complaint be 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]
Regulatory Complaints Specialist
[redacted]
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]
August 31, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Alexandre [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the multiple repairs...
of his dishwasher.
We have reviewed Mr. [redacted] service history and our records show that his dishwasher was purchased on July 15, 2016 and that 2 repair attempts have been made to fix the unit. Due to the age of the dishwasher, we have agreed to exchange Mr. [redacted] dishwasher per his request. We have rung exchange salescheck# 099119019355 with a delivery date of September 2, 2016. Installation will occur separately after that date and Mr. [redacted] will receive a call from our installation department within 24 hours after delivery to schedule a delivery date and time. 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to add that Ms. [redacted] was very sympathetic to my unfortunate situation and I really appreciated her time and understanding. I feel the representatives that are dealing with the customers could learn a few things from Ms. [redacted]. It is my hope that Sears reconsiders only providing technical support more than just every other Saturday and evening hours. In today's market there are plenty of companies that not only meet the needs of the consumer but exceed the consumer's needs and expectations. As consumers we have plenty of companies to choose to conduct our business and Sears is lacking in meeting the needs of their customers. It is a very competitive world and Sears needs to get in the game if they want to stay in business. I thank you for this opportunity to respond.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and while Sears Holdings Corporation leaves much to be desired in terms of service (no family should have to go 6 weeks without refrigeration of food), the resolution provided does in fact meet the letter of their written contract.
Sincerely,
Daniel [redacted]
April 14, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted] J [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered when he attempted to...
file a claim on the Sears Purchase Protect 3-year warranty that he purchased for his vacuum.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] have experienced. We assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further. Upon receipt of Mr. [redacted] complaint, we reached out to our contract department to assist with Mr. [redacted] concern. Ms. [redacted] contract was reviewed and it was determined that the contract was showing expired because the Sears Purchase Protect was put on the vacuum bags instead of the vacuum itself. We apologize that a case was not created to revise the contract when Mr. [redacted] called to file the claim. On April 10, 2017 the contract was revised to add the warranty on the vacuum and Mr. [redacted] was able to file the warranty claim. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I work a full time job and take care of my mother who has alzhiemers, I do not have the time to go to my bank and and have them print me a statement for the amount of $238.00. Which is the total for 7 over draft charges. So I guess Sears whens. Total [redacted]
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]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.
January 18, 2017 [redacted]Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mr. [redacted] complaint. Although Mr. [redacted]...
provided his name and address in the complaint, we could not locate the service information for the washer in question. An email was sent to Mr. [redacted] on January 9, 2017, and January 12, 2017, requesting the correct repair address, but he did not respond. In order to investigate this matter thoroughly, we ask that Mr. [redacted] provide the address and telephone number used to schedule the repair, so we can locate his service call in our system. We would appreciate it if Mr. [redacted] would respond to this correspondence with the requested information. In the interim, we ask to have this matter closed, pending a response from Mr. [redacted] We apologize to Mr. [redacted] for this issue and would appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Mona S[redacted] Dear [redacted] We have completed the investigation of Ms. S[redacted]ebuttal. Reimbursement for lost food is only provided for under certain conditions if a member purchases a service contract such as the Master Protection Agreement (MPA.) Ms. S[redacted] did not purchase a service contract and her manufacturer’s warranty makes no such provisions. Whether it was for damage or not, Ms. S[redacted] has already received $150.00 that could have been used towards lost food costs. Regardless, we are under no obligation to provide anything further concerning this issue and we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[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 unsatisfactory to me but there is nothing that can be done.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/06/25) */
June 25, 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 Ms. [redacted]'s complaint...
regarding her customer experience upon delivery of her mattress set.
It is unfortunate that we failed Ms. [redacted]'s expectations when we did not meet the delivery date that was provided to her on the day of purchase. We value Ms. [redacted]' patronage and understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted.
After reviewing Ms. [redacted] complaint, we contacted the store manager [redacted] who informed us that she called Ms. [redacted] on 17 June 2015 to provide her with assistance. Ms. [redacted] informed us that Ms. [redacted] informed her that she was disappointed that the delivery date was not met. Ms. [redacted] apologized for the inconvenience and offered a $70.00 discount, which was accepted by Ms. [redacted]. Since the concerns that were brought forth in Ms. [redacted] complaint have been address and courtesy compensation was provided, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
September 15, 2017[redacted] Business BureauAttn: [redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611Our File No: [redacted]Service Order #: [redacted]Revdex.com Case#: [redacted] Paula D[redacted]Via: Revdex.com WebsiteDear [redacted]Thank you for allowing Sears to assist you with the concern you recently...
brought to our attention. On behalf of Sears please know that we do value Ms. J[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. This l[redacted]er serves to confirm that we have completed investigating the complaint.Sears is responding to the consumer’s complaint regarding her HVAC unit and the cost associated with the recent service, dated 7/24/17. Sears is disheartened that Ms. J[redacted] feels that her concerns were not resolved adequately by our company prior to seeking further actions from you. Our records indicate that she did not purchase her HVAC unit from Sears and has no Protection Agreement coverage with Sears for her unit. During the recent service Ms. J[redacted] declined the leak check. The tech advised us that she requested he put Freon in the unit to get her by for a few weeks until she could figure out what she was going to do as far as replacing the unit. The tech explained that there was a leak and that all of the Freon could leak out in a day, week or 6 months. The tech had no way of knowing how severe the leak was without doing the leak check. There is a $260 flat fee for any Freon charge plus the cost per ounce based on how much is used to fill the unit. We are one of the cheapest companies when it comes to Freon. Most companies charge $100 to $200 per lb. of R22 Freon plus a fee for putting it in which could be anywhere between $50 to $100. So if they put 1 lb. and 4 oz. they charge for 2 lbs. Basically, she didn't want to pay for the leak check and then the repair of a 15-year old system. The Freon has probably leaked out and this is why she is upset. The leak check is $230 and any repair would have been another charge. This was all explained to her and she signed the receipt that she agreed to the charges for just the Freon and told the tech that's all she wanted done.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted]searshomepro.com.Sincerely,Richard V[redacted]SHIP/HI Regulatory Complaint Specialistcc: Paula D[redacted] via First Class Mail
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,
Dwight [redacted]
July 31, 2016 [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 inability to schedule preventative...
maintenance checks on her washer and dryer before the end of her last year of coverage due to the fact that her previous checks fell later in her coverage year due to delays that were not of her making. We apologize for the previous delays in 2015 that caused Ms. [redacted] current situation. As a courtesy, we gave her 2 complimentary 90 day renewals at no cost to her, one for the washer and one for the dryer, so that he coverage now does not expire until October 17, 2016. In this way she should now be able to schedule a convenient time to have one more preventative maintenance check done on both the washer and the dryer, and she would still have coverage in the event any repairs were identified as necessary during the service call. Since we feel this resolution should resolve Ms. [redacted] issue, 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. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding a...
recent service call for her washer. It is unfortunate that we failed Ms. [redacted] expectations when she recently contracted with Sears Duct Cleaning. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused her. Upon receiving Ms. [redacted] complaint, we contacted the local office for assistance. On January 31, 2017, [redacted] responded that Ms. [redacted] would be provided with her requested refund of $309.00, contingent upon the return of the signed Customer Release Form (CRF). He further added that it is his understanding that Ms. [redacted] would be emailing the signed form back later today. With that said, since we are providing Ms. [redacted] with her requested resolution, 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his damaged lawn tractor. On receipt of [redacted]...
complaint we reached out to the store manager, [redacted] contacted [redacted] and offered to refund him $400.00 and to order a new engine hood at no cost to him. [redacted] confirmed with this office that he accepted this resolution and is satisfied with the offer. [redacted] also confirmed that [redacted] provided him with her contact information if he is still in need of assistance. Since it is our understanding that this resolution was acceptable to [redacted] we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]