[redacted] November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted] complaint involving the repair to his refrigerator, his subsequent...
inability to
receive a timely return visit under his 90-day service guarantee, and his
request for a refund because of this.Our records indicate that our customer support group
spoke to [redacted] on October 6, 2015, and at that time they issued a refund of
$164.44 back to her [redacted] ending in [redacted] Since we provided the [redacted] with
their requested resolution, 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]
May 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. We have nothing on file to support Ms. [redacted] claim. Furthermore, she made the purchase knowing what the price was and now she wants an adjustment. As we noted, this would not be a part of our price match policy; therefore, we will not be able to grant Ms. [redacted] request. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted] case, we do apologize that we failed her expectations, but our decision is final. 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: 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]
Complaint: [redacted]
I am rejecting this response because: Nothing was resolved. My appliance has a second fan motor in 5 months time. I believe my repair history displays a pattern of unreliability and should be replaced. Having discarded three trash bags of food because it was unsafe is not acceptable. The lip service given by Sears demonstrates a plain disregard of customer service. My appliance has had 7 service calls this is completely unacceptable. I will not be removing my complaint at this time. A tech at Sears has confirmed the types of continuing repairs does allow the product to be replaced and was confused why warranty was not stepping up. I do not believe the representative that responded even researched my repair history to see what types of repairs were made.
Sincerely,
[redacted]
July 12, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted] Via: [redacted]
Dear Ms. [redacted]
This letter serves to provide you an update regarding Ms. [redacted]...
concerns regarding the communication about her HVAC job. Customer satisfaction is something that we take very seriously and would never compromise under any circumstances. We apologize for any inconvenience Ms. [redacted] may have experienced. Furthermore, we have completed the installation the HVAC unit.
During my correspondence with Ms. [redacted], she has advised me that the unit is making some kind of noise. I am corresponding with the Long Island office and the customer in regards to scheduling a service and additionally, complete the permit. I will update you accordingly.
If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
Complaint: [redacted]
I am rejecting this response because: it has now been three weeks since we brought the defective mower back for repair. I received a voicemail on 7/1/16 stating the mower was supposed to be ready by 7/6 but there is a delay and it will take longer. no info on how much longer. if the mower isn't back in my possession completely fixed by 7/8/16. I don't want it back.ss
[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]
November 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Shauna [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and her request to receive a full refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. After reviewing the notes in her order, we can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred with delivery and customer service, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experienced. Fortunately, our records with PayPal show that a full refund of $1060.48 was credited back to the account on November 19, 2016. Additionally, we hope that in the future Ms. [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 we have confirmed that a refund has been provided, 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
(The consumer indicated he/she ACCEPTED the response from the business.)
It was our decision to accept Sears' offer due to the age of our machine. Sears' representative [redacted]as very professional and understanding.
Complaint: [redacted]
I am rejecting this response because: While I did receive a refund, my main concern was Sears not upholding a written contract with a customer. They had a contract stating they would provide complete services for X amount of money. Then they did not provide the contracted services, expected me to pay above the contracted amount to get the services done, and were completely unresponsive in resolving the problem. Then it took 3 weeks to get a refund - which was their end decision. Upholding a contract should matter. I still maintain that they didn't provide the services they contracted for - they are in breach of contract. Future customers should be made aware that these issues happen when dealing with Sears.
Sincerely,
Derek [redacted]
February 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her dryer repair. It...
is unfortunate that we failed Ms. [redacted]’s expectations when she recently contacted Sears Home Services to repair her dryer. We value Ms. [redacted]’s patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted]. Due to the issues Ms. [redacted] was experiencing with [redacted], an authorized service provider, a Sears technician was scheduled to complete the repair of her dryer. On January 31, 2017, the technician found the thermal cut-off needed to be reset. Once the reset was completed, the dryer was tested and found to be operating properly. While we understand that Ms. [redacted] would like her washer and dryer replaced, the Master Protection Agreement (MPA) carried on the units provides for the repair of the covered products. A replacement is only offered when certain criteria have been met. Neither the washer nor dryer have met the requirements for replacement as outlined within the MPA. With that said, since the repair to Ms. [redacted]’s dryer has been completed, albeit later than expected, and we have documented her concerns with the repair process, 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 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Victoria A. B[redacted] Dear [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her...
water heater. According to our records, this matter has been resolved. Ms. B[redacted] water heater was repaired and all she paid was for the labor fees, which is what her warranty stipulates she is due to pay. Additionally, a product liability claim has been filed with the manufacturer for the property damage issue. As such, we have closed our file. We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Hannah M[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her shovel. ...
Unfortunately, Ms. [redacted] local store had sold out of this particular shovel and they were not due to receive a shipment for 2 weeks. However, another local store, which was about 15 minutes away, had the item available, but Ms. [redacted] did not want to make the trip. In the interest of consumer satisfaction, a replacement shovel has been shipped to Ms. [redacted] home address free of charge. Accordingly, we ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted] Tammie.[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 unsatisfactory to me but there is nothing that can be done.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because Sears is not standing by the products they are selling. They will not investigate whether the product installed was faulty. A major household appliance should not need multiple repairs in three years if it is not faulty. I will never purchase anything from Sears again.
Sincerely,
Tiffany [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]
April 4, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted]
We have completed our investigation of [redacted] complaint regarding her dissatisfaction with the quality of the brake work performed...
on her vehicle; and the poor customer service. Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [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. Manager [redacted] made multiple attempts to contact [redacted] and left voicemails with his contact information. For customer satisfaction, we feel that a fair agreement would be to issue [redacted] a refund of $ 227.76 for the brake work. If [redacted] would like to accept our offer, she can contact Auto Center Manager [redacted] at ([redacted] on or before April 25, 2016. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12046362, and find that this resolution is satisfactory to me.
Sincerely,
Eric [redacted]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] J. [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the availability of service...
for a needed repair of his water heater. In regard to the delay Mr. [redacted] experienced receiving installation for his water heater, unfortunately, we do have times where the demand for service/installation outweighs the technicians on hand and we are aware of how frustrating this can be for our customers. In this case, it seems there was an issue with the contractor covering Mr. [redacted]’s area. In such a case, we usually would have the consumer make their own installation arrangements and reimburse them up to our cost for installation. However, considering Mr. [redacted]’s situation, we took the extra steps to find a contractor willing to travel to his area and we paid the extra fees involved. Regrettably, it took some time to find this contractor, but Mr. [redacted]’s water heater was installed on January 11, 2015. As a courtesy, we have purchased an additional year of coverage for Mr. [redacted]’s water heater on his behalf. The coverage expires January 12, 2018 and should receive a certificate of ownership in the mail within 4-6 weeks. The coverage is already active in our service database. We are always looking for ways to improve on customer service and in closing, we would like to assure Mr. [redacted] that his candid feedback has been forwarded to the appropriate parties. 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 ([redacted]
[redacted] November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted] complaint involving the repair to his refrigerator, his subsequent...
inability to
receive a timely return visit under his 90-day service guarantee, and his
request for a refund because of this.Our records indicate that our customer support group
spoke to [redacted] on October 6, 2015, and at that time they issued a refund of
$164.44 back to her [redacted] ending in [redacted] Since we provided the [redacted] with
their requested resolution, 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]
May 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. We have nothing on file to support Ms. [redacted] claim. Furthermore, she made the purchase knowing what the price was and now she wants an adjustment. As we noted, this would not be a part of our price match policy; therefore, we will not be able to grant Ms. [redacted] request. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted] case, we do apologize that we failed her expectations, but our decision is final. 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: 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]
Complaint: [redacted]
I am rejecting this response because: Nothing was resolved. My appliance has a second fan motor in 5 months time. I believe my repair history displays a pattern of unreliability and should be replaced. Having discarded three trash bags of food because it was unsafe is not acceptable. The lip service given by Sears demonstrates a plain disregard of customer service. My appliance has had 7 service calls this is completely unacceptable. I will not be removing my complaint at this time. A tech at Sears has confirmed the types of continuing repairs does allow the product to be replaced and was confused why warranty was not stepping up. I do not believe the representative that responded even researched my repair history to see what types of repairs were made.
Sincerely,
[redacted]
July 12, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted] Via: [redacted]
Dear Ms. [redacted]
This letter serves to provide you an update regarding Ms. [redacted]...
concerns regarding the communication about her HVAC job. Customer satisfaction is something that we take very seriously and would never compromise under any circumstances. We apologize for any inconvenience Ms. [redacted] may have experienced. Furthermore, we have completed the installation the HVAC unit.
During my correspondence with Ms. [redacted], she has advised me that the unit is making some kind of noise. I am corresponding with the Long Island office and the customer in regards to scheduling a service and additionally, complete the permit. I will update you accordingly.
If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
Complaint: [redacted]
I am rejecting this response because: it has now been three weeks since we brought the defective mower back for repair. I received a voicemail on 7/1/16 stating the mower was supposed to be ready by 7/6 but there is a delay and it will take longer. no info on how much longer. if the mower isn't back in my possession completely fixed by 7/8/16. I don't want it back.ss
[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]
November 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Shauna [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and her request to receive a full refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. After reviewing the notes in her order, we can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred with delivery and customer service, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experienced. Fortunately, our records with PayPal show that a full refund of $1060.48 was credited back to the account on November 19, 2016. Additionally, we hope that in the future Ms. [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 we have confirmed that a refund has been provided, 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
(The consumer indicated he/she ACCEPTED the response from the business.)
It was our decision to accept Sears' offer due to the age of our machine. Sears' representative [redacted]as very professional and understanding.
Complaint: [redacted]
I am rejecting this response because: While I did receive a refund, my main concern was Sears not upholding a written contract with a customer. They had a contract stating they would provide complete services for X amount of money. Then they did not provide the contracted services, expected me to pay above the contracted amount to get the services done, and were completely unresponsive in resolving the problem. Then it took 3 weeks to get a refund - which was their end decision. Upholding a contract should matter. I still maintain that they didn't provide the services they contracted for - they are in breach of contract. Future customers should be made aware that these issues happen when dealing with Sears.
Sincerely,
Derek [redacted]
February 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her dryer repair. It...
is unfortunate that we failed Ms. [redacted]’s expectations when she recently contacted Sears Home Services to repair her dryer. We value Ms. [redacted]’s patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted]. Due to the issues Ms. [redacted] was experiencing with [redacted], an authorized service provider, a Sears technician was scheduled to complete the repair of her dryer. On January 31, 2017, the technician found the thermal cut-off needed to be reset. Once the reset was completed, the dryer was tested and found to be operating properly. While we understand that Ms. [redacted] would like her washer and dryer replaced, the Master Protection Agreement (MPA) carried on the units provides for the repair of the covered products. A replacement is only offered when certain criteria have been met. Neither the washer nor dryer have met the requirements for replacement as outlined within the MPA. With that said, since the repair to Ms. [redacted]’s dryer has been completed, albeit later than expected, and we have documented her concerns with the repair process, 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 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Victoria A. B[redacted] Dear [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her...
water heater. According to our records, this matter has been resolved. Ms. B[redacted] water heater was repaired and all she paid was for the labor fees, which is what her warranty stipulates she is due to pay. Additionally, a product liability claim has been filed with the manufacturer for the property damage issue. As such, we have closed our file. We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Hannah M[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her shovel. ...
Unfortunately, Ms. [redacted] local store had sold out of this particular shovel and they were not due to receive a shipment for 2 weeks. However, another local store, which was about 15 minutes away, had the item available, but Ms. [redacted] did not want to make the trip. In the interest of consumer satisfaction, a replacement shovel has been shipped to Ms. [redacted] home address free of charge. Accordingly, we ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted] Tammie.[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 unsatisfactory to me but there is nothing that can be done.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because Sears is not standing by the products they are selling. They will not investigate whether the product installed was faulty. A major household appliance should not need multiple repairs in three years if it is not faulty. I will never purchase anything from Sears again.
Sincerely,
Tiffany [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]
April 4, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted]
We have completed our investigation of [redacted] complaint regarding her dissatisfaction with the quality of the brake work performed...
on her vehicle; and the poor customer service. Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [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. Manager [redacted] made multiple attempts to contact [redacted] and left voicemails with his contact information. For customer satisfaction, we feel that a fair agreement would be to issue [redacted] a refund of $ 227.76 for the brake work. If [redacted] would like to accept our offer, she can contact Auto Center Manager [redacted] at ([redacted] on or before April 25, 2016. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12046362, and find that this resolution is satisfactory to me.
Sincerely,
Eric [redacted]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] J. [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the availability of service...
for a needed repair of his water heater. In regard to the delay Mr. [redacted] experienced receiving installation for his water heater, unfortunately, we do have times where the demand for service/installation outweighs the technicians on hand and we are aware of how frustrating this can be for our customers. In this case, it seems there was an issue with the contractor covering Mr. [redacted]’s area. In such a case, we usually would have the consumer make their own installation arrangements and reimburse them up to our cost for installation. However, considering Mr. [redacted]’s situation, we took the extra steps to find a contractor willing to travel to his area and we paid the extra fees involved. Regrettably, it took some time to find this contractor, but Mr. [redacted]’s water heater was installed on January 11, 2015. As a courtesy, we have purchased an additional year of coverage for Mr. [redacted]’s water heater on his behalf. The coverage expires January 12, 2018 and should receive a certificate of ownership in the mail within 4-6 weeks. The coverage is already active in our service database. We are always looking for ways to improve on customer service and in closing, we would like to assure Mr. [redacted] that his candid feedback has been forwarded to the appropriate parties. 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 ([redacted]