January 9, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Elizabeth L*** Dear Ms [redacted] :We have completed the investigation of MsL [redacted] complaint regarding the mattress set she purchased on October 22, 2017.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesWhen a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock feeAfter the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In MsL [redacted] case, our records show that she called customer service on November 7, to request a return on her purchased mattress set due to not meeting her comfort needsCustomer service advised her to call back on December 02, to have her request processedA standard restock and delivery fee would be charged for the returnWhile we understand that MsL [redacted] would like us to waive our Sears’ return policy on her purchased mattress set, it is applicable nationwide to all of our customers that return a mattress or submit a warranty exchange requestTo waive this for MsL [redacted] in the absence of extenuating circumstances that would warrant this, and not for others, would not only not be fair to all, but it could open us up to claims of discriminationAt this time, we would like to extend the offer of returning her mattress set with the standard fees that are applicable should she decide to do soWe ask that she contact her Case Manager Ema C [redacted] at [redacted] and we would gladly process her returnThis offer is valid until January 13, Any date after voids the offerSince we have provided a direct contact for MrL [redacted] should she decide to accept our offer, 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, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
September 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#[redacted] Chicago, IL Re: #[redacted] Eric [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his recent transaction According to our records, Mr [redacted] filed a dispute with [redacted] and we accepted the chargeback on September 2, It seems there was some issue with that credit and a refund was issued on September 17, for $Since it appears that we have rectified Mr [redacted] account, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie [redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:you did not include all dates the technician came out (there have now been visits), and yes it was purchased in September but NOT DELIVERED until Januarywe called the police, your store did not do that, there were no obscenities, but yes I did tell customers in the store that I would not purchase another thing from there because of the poor service I receivedAs one of your sales men told my husband he would take it to the parking lot to settle this(how professional was that? - he should be fired!) All I want at this point is for you to admit you did a crappy job at customer service and your products are not worth the price and the service warranty is a joke! The bottom line to this is: I paid for a refrigerator that every day when I go home from work I check to make sure it is still working because I don't want to loose all of my food again!Ultimately I do not know what this world is coming toWhat happened to the customer is always right!?! I work very hard for every penny I make and I chose to spend over 6,with your companyYour company should have showed some sort of respect for me and my family and made it right within days and not months Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/04/12) */ Contact Name and Title: [redacted] Contact Email: [redacted] April 12, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that her refrigerator failed sooner than she expected We apologize that [redacted] refrigerator failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe would like to note that [redacted] refrigerator from one of our outlet stores on March 20, and she is currently with in her return or exchange periodThat being said, our technician came to repair the refrigerator on April 10, and found that the refrigerator is not freezing well and that he compressor is loudNo parts were ordered as [redacted] opted instead for a replacementOur offices are able to provide [redacted] with a replacement, however, she should be aware that it will be a dollar for dollar replacement [redacted] originally purchased this refrigerator for $1,and she has this amount to use towards the purchase of a new refrigeratorHer same refrigerator, item# [redacted] currently sells for $2, [redacted] is able to go to her local store to pick another unit or she can pay the price difference for this refrigerator and our offices will ring the exchange for herOnce she has decided upon which unit she would like, she can email [redacted] at [redacted] or call [redacted] and I will ring the exchange for herThat being said, because we are in the process of replacing [redacted] refrigerator, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
Contact Name and Title: MELISSA [redacted] September 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: James M [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation Mr [redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr [redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr [redacted] complaint, so that future problems can be avertedOn August 2, 2015, the technician examined Mr [redacted] refrigerator and subsequently repaired the dispenser switch bracketOnce the repair was completed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Mr [redacted] may have experienced due to the delay in repairing his refrigeratorSandra [redacted] with unit spoke with Mr [redacted] after the repair to ensure his satisfactionShe provided him with her contact number in the event he needed future serviceLastly, as a conciliatory gesture, Ms [redacted] submitted a request for a twelve-month extension to Mr [redacted] Master Protection Agreement (MPAWith that said, since we have completed the repair to Mr [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Diomaris [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding Sears Home Services and repairs to her washerSears Home Services records indicate that a technician was dispatched to the [redacted] home on August 13, While at the home the technician tested the washer which was found to be operating as designedThe technician also explained washer cycles so the operation of the washer was better understoodThe washer is covered by a Sears Master Protection Agreement (MPA) until its scheduled expiration on May 30, Per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been service calls completed in a month period where functional parts have been replacedSince the washer does not meet the aforementioned criteria, it will not be replacedAdditionally, Ms [redacted] notes she would like to be reimbursed for all the monies spent at the laundromatWe feel it is important to note that laundry reimbursement is provided to consumer’s whose washers are in need of repairsThere have been two closed service calls completed on the washer and no parts were used, therefore laundry reimbursement is not applicableAt this time, since we have noted our response to Ms [redacted] complaint, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Judith [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her chair If Ms [redacted] will contact TSY Services at (800) 585-she should be able to receive a replacement chair if the screw is broken as she saysIf that is not the case, I ask that she contact me via email at [redacted] @searshc.com during business shours and I will work with her to resolve 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] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Jackie P***
Complaint: [redacted] I am rejecting this response because:After being told this several times beforeI would like to wait to receive my funds before closing the case! I do appreciate your generous response unfortunately I come to feel that's not enough from all the lies and run around I've been told in the past in regards to my purchase up until my refundPlease understand my concern and know once my refund has been received all matters and issues will be resolved and closed Sincerely, [redacted] ***
January 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of one of the two items she ordered from kmart.com It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, although [redacted] records confirmed that the package delivered for Ms [redacted] matched the total weight of the items she ordered, a refund of $was issued to her account ending in [redacted] for one of the items on December 21, As an apology for her experience, we would like to offer Ms [redacted] a $gift card, which she may use at any Sears or Kmart store to replace her order or purchase a different item If Ms [redacted] would like to accept this offer, she may contact Regulatory Complaint Specialist [redacted] within thirty days from the date of this letter In the interim, we can only reiterate that we truly regret any inconvenience Ms [redacted] 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 Ms [redacted] comments and an equitable resolution has been proposed 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] ***
Complaint: am rejecting this response because: We paid for a professional installation and set up from Sear Sears as an agent of [redacted] should have knowledge of the products they sell and deliver and advise the consumer accordinglyThis is important most especially if the position of Sears is going to be it is in the owners manualJust thinking another good practice would be to give the owners manual to the consumer prior to set up so it can be studied and the consumer can make an informed decisionSears did not do this but then wants to fall back on this as a way out As a professional myself I have a duty to my clients to advise against certain things to allow my client to make an informed decisionThe manual should have been provided to us prior to set upA voicemail received stated it is the practice of Sears to give it after the factWe have another piece of equipment that we never received a manual for from SearsSo apparently their practice of giving an owners manual is hit and missWe incurred an additional expense to have the equipment moved into our home after the [redacted] rep visitWe should of not had to incur this expense It is clear Sears will take no responsibility for an up front error with deliverySears voided the warranty through their negligenceAlso it is curious to mention that on this piece of equipment Sears tried to sell us and extended warrantyIn talks with the local store they informed us they were not permitted to touch Nordic Track equipmentInteresting the extent Sears will go to gouge its consumerCertainly not the Sears of my youth when my parents only bought Sears appliances, lawn equipment, etcNow a disorganized, money grubbing machinery that has no accountability for any of its agentsAnd very condescending in their language when a problem arises Sincerely, Bonni [redacted]
June 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Duct Cleaning First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recent duct cleaningWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local office for assistanceQuality Control Manager [redacted] responded that a refund for $has been processed under invoice [redacted] and should be received by Mr [redacted] in the next two weeks However, she denies that Mr [redacted] was ever offered a free dryer vent cleaning There is no documentation on record showing such an offer, so unless Mr [redacted] can produce written proof that he was offered a free dryer vent cleaning, none will be provided In the interim, since the refund Mr [redacted] was promised should be received shortly, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
November 9, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – Monica [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***’ 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 merchandiseWe contacted Ms [redacted] by phone but she was not able to speak at the timeHowever, we will advise her of our offer to return the merchandise for a full refund once she returns our callShould 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 matterWith that said, since we will be honoring Ms***’ 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
February 27, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Carla [redacted] Dear Ms [redacted] : We have completed the investigation of MsMurray’s complaint regarding her request to have her co-pay waived since she had to stay home more times because the technician at her home did not order the part like he was supposed to.We did send Ms [redacted] complaint over to the local service unit so that any issues with the technician’s behavior could be addressedAs clarification, we use Telecheck to guarantee all of our checks so even if someone stops payment, we still get paid and Telecheck then goes after the check writer to recoup their fundsSo there is no reason for our technicians to have to say the system is down, contrary to what this technician allegedly told Ms [redacted] Our records indicate that we were finally able to complete the repair to her washer and that we never did collect the co-pay that was dueWe have asked the service unit to waive this and not have Ms [redacted] billed since she did not payIf for some reason Ms [redacted] does receive a bill related to this series of service orders, then she is welcome to contact me via email or phone so that I can have any bill removedIn the interim, since we do not show we are currently billing her and the repair was completed, 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana [redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: William [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding repairs to his home air conditioner and the Sears Home WarrantyIt is first important to note that the Sears Home Warranty is administered by Cross Country Home Services (CCHS), not SearsThat said, Ashley [redacted] from CCHS has informed our office that Mr [redacted] has accepted a check which was sent out several days agoIf Mr [redacted] has any concerns about his claim he needs to contact Ashely [redacted] at a [redacted] @cchs.com or by phone by calling 800-531-extSince we have been advised that Mr [redacted] ’s check was processed we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 6, 2015/08/04) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX August 4, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] 's complaint regarding his recent online order experience We would first like to apologize for any inconvenience Mr [redacted] may have experiencedWe can understand his frustration with the series of events detailed in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching his online order, we found that a full refund for the first order was processed on July 10, 2015, under return receipt number XXXXXXXXXXXX for $and XXXXXXXXXXXX for $Finally, we verified that an online agent offered a maximum of 20% off the new order of the PlayStationTherefore, we processed an adjustment honoring the same price of $plus 20% for a total of $which was credited back to Mr [redacted] 's Sears MC account ending in For Mr [redacted] 's records the adjustment receipt number is XXXXXXXXXXXXThis credit should reflect in Mr [redacted] 's account within 3-business daysIn the interim, we have noted Mr [redacted] 's concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want you to just be aware your representatives where extremely rude and lied to me about the shipment of the package and gave there word it would be on timeWhen I was reordering they said I had to get a $play station and would not honor the price of the first one all they could do was 20% off the women would not let me speak to anyone else it was extremely frustrating!
I will accept this response only if this problem is resolved according to my acceptance As soon as possible Revdex.com? I have reviewed the response made by the business in reference to complaint ID [redacted] 9, and find that this resolution is satisfactory to me Sincerely, James [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have not been able to speak to [redacted] regarding her complaint of her in warranty Kenmore range Despite several calls and messages to [redacted] ’s contact numbers by the service unit we have had no return callsSears did set up a service call for our technician to repair the range plug that was damaged on June 16, 2016, but this service was cancelled on June 21, when our service technician arrived at the door As for [redacted] ’s allegation that the insect infestation found at the back of the range came from the delivery warehouse, we have not found evidence to support this [redacted] ’s range was delivered on November 29, along with a dishwasher, a refrigerator and an over the range microwave ovenThese items all came from the same warehouseIf the infestation had arrived with the delivery of her items there would have been evidence in the home long before the June service nor would the infestation had stayed only at the range in the last monthsWe also believe that [redacted] ’s exterminator would have found some evidence in the other three appliances delivered the same day, per her complaint this is not the case We are happy to repair the damaged plug to [redacted] ’s range but she will be responsible for the repairs of the control board as this damaged was due to the infestation and not covered under her manufacture warrantyOnce the range has been repaired and is in good working order her manufactures warranty will be reinstated for the rangeThat being said we will not be honoring [redacted] ’s request for a replacement of the rangeIf [redacted] ’s changes her mind and will allow our service technician back to repair the plug on her range she need only contact [redacted] directly at [redacted] or me, [redacted] at [redacted] and we will be happy to set service to repair the range plugIn the interim we have closed our case pending [redacted] ’s response We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 9, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Dianne E [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request for a refund It is unfortunate that we failed Ms [redacted] expectations and we can understand her frustrations with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online indicated there was a delay with receiving gift cardsHowever, the system shows that the replacement Kmart Gift Card has been processed which will be shipped by mailAdditionally, 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 uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the gift card We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
February 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator In regard to any alleged property damage, that matter has been turned over to our third party claims administrator, [redacted] Mr***’s claim number is [redacted] and her adjuster is [redacted] who may be reached during business hours at ( [redacted] [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted] ***, who will handle from hereRegardless, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] 's actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issuesAt this time, Ms [redacted] needs to direct any further correspondence to [redacted] to the attention of his caseworkerAs stated above, although we empathize with Ms***’s frustrations, we are not in a position to assist her with any damage related matters per [redacted] 's protocolWhen we spoke with Ms [redacted] she indicated that she had paid someone approximately $to drain her old tank, remove it and do some basic cleanupMs***’s service contract provided for installation coverage, but she had her son in law install the item so there was no cost attachedAs a courtesy, we have applied the amount that may have been provided to Ms [redacted] for installation services towards the draining/cleanup cost and a check for $has been sent to her home addressThis check should arrive within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe 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]
January 9, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Elizabeth L*** Dear Ms [redacted] :We have completed the investigation of MsL [redacted] complaint regarding the mattress set she purchased on October 22, 2017.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesWhen a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock feeAfter the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In MsL [redacted] case, our records show that she called customer service on November 7, to request a return on her purchased mattress set due to not meeting her comfort needsCustomer service advised her to call back on December 02, to have her request processedA standard restock and delivery fee would be charged for the returnWhile we understand that MsL [redacted] would like us to waive our Sears’ return policy on her purchased mattress set, it is applicable nationwide to all of our customers that return a mattress or submit a warranty exchange requestTo waive this for MsL [redacted] in the absence of extenuating circumstances that would warrant this, and not for others, would not only not be fair to all, but it could open us up to claims of discriminationAt this time, we would like to extend the offer of returning her mattress set with the standard fees that are applicable should she decide to do soWe ask that she contact her Case Manager Ema C [redacted] at [redacted] and we would gladly process her returnThis offer is valid until January 13, Any date after voids the offerSince we have provided a direct contact for MrL [redacted] should she decide to accept our offer, 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, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
September 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#[redacted] Chicago, IL Re: #[redacted] Eric [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his recent transaction According to our records, Mr [redacted] filed a dispute with [redacted] and we accepted the chargeback on September 2, It seems there was some issue with that credit and a refund was issued on September 17, for $Since it appears that we have rectified Mr [redacted] account, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie [redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:you did not include all dates the technician came out (there have now been visits), and yes it was purchased in September but NOT DELIVERED until Januarywe called the police, your store did not do that, there were no obscenities, but yes I did tell customers in the store that I would not purchase another thing from there because of the poor service I receivedAs one of your sales men told my husband he would take it to the parking lot to settle this(how professional was that? - he should be fired!) All I want at this point is for you to admit you did a crappy job at customer service and your products are not worth the price and the service warranty is a joke! The bottom line to this is: I paid for a refrigerator that every day when I go home from work I check to make sure it is still working because I don't want to loose all of my food again!Ultimately I do not know what this world is coming toWhat happened to the customer is always right!?! I work very hard for every penny I make and I chose to spend over 6,with your companyYour company should have showed some sort of respect for me and my family and made it right within days and not months Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/04/12) */ Contact Name and Title: [redacted] Contact Email: [redacted] April 12, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that her refrigerator failed sooner than she expected We apologize that [redacted] refrigerator failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe would like to note that [redacted] refrigerator from one of our outlet stores on March 20, and she is currently with in her return or exchange periodThat being said, our technician came to repair the refrigerator on April 10, and found that the refrigerator is not freezing well and that he compressor is loudNo parts were ordered as [redacted] opted instead for a replacementOur offices are able to provide [redacted] with a replacement, however, she should be aware that it will be a dollar for dollar replacement [redacted] originally purchased this refrigerator for $1,and she has this amount to use towards the purchase of a new refrigeratorHer same refrigerator, item# [redacted] currently sells for $2, [redacted] is able to go to her local store to pick another unit or she can pay the price difference for this refrigerator and our offices will ring the exchange for herOnce she has decided upon which unit she would like, she can email [redacted] at [redacted] or call [redacted] and I will ring the exchange for herThat being said, because we are in the process of replacing [redacted] refrigerator, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
Contact Name and Title: MELISSA [redacted] September 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: James M [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation Mr [redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr [redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr [redacted] complaint, so that future problems can be avertedOn August 2, 2015, the technician examined Mr [redacted] refrigerator and subsequently repaired the dispenser switch bracketOnce the repair was completed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Mr [redacted] may have experienced due to the delay in repairing his refrigeratorSandra [redacted] with unit spoke with Mr [redacted] after the repair to ensure his satisfactionShe provided him with her contact number in the event he needed future serviceLastly, as a conciliatory gesture, Ms [redacted] submitted a request for a twelve-month extension to Mr [redacted] Master Protection Agreement (MPAWith that said, since we have completed the repair to Mr [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Diomaris [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding Sears Home Services and repairs to her washerSears Home Services records indicate that a technician was dispatched to the [redacted] home on August 13, While at the home the technician tested the washer which was found to be operating as designedThe technician also explained washer cycles so the operation of the washer was better understoodThe washer is covered by a Sears Master Protection Agreement (MPA) until its scheduled expiration on May 30, Per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been service calls completed in a month period where functional parts have been replacedSince the washer does not meet the aforementioned criteria, it will not be replacedAdditionally, Ms [redacted] notes she would like to be reimbursed for all the monies spent at the laundromatWe feel it is important to note that laundry reimbursement is provided to consumer’s whose washers are in need of repairsThere have been two closed service calls completed on the washer and no parts were used, therefore laundry reimbursement is not applicableAt this time, since we have noted our response to Ms [redacted] complaint, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Judith [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her chair If Ms [redacted] will contact TSY Services at (800) 585-she should be able to receive a replacement chair if the screw is broken as she saysIf that is not the case, I ask that she contact me via email at [redacted] @searshc.com during business shours and I will work with her to resolve 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] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Jackie P***
Complaint: [redacted] I am rejecting this response because:After being told this several times beforeI would like to wait to receive my funds before closing the case! I do appreciate your generous response unfortunately I come to feel that's not enough from all the lies and run around I've been told in the past in regards to my purchase up until my refundPlease understand my concern and know once my refund has been received all matters and issues will be resolved and closed Sincerely, [redacted] ***
January 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of one of the two items she ordered from kmart.com It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, although [redacted] records confirmed that the package delivered for Ms [redacted] matched the total weight of the items she ordered, a refund of $was issued to her account ending in [redacted] for one of the items on December 21, As an apology for her experience, we would like to offer Ms [redacted] a $gift card, which she may use at any Sears or Kmart store to replace her order or purchase a different item If Ms [redacted] would like to accept this offer, she may contact Regulatory Complaint Specialist [redacted] within thirty days from the date of this letter In the interim, we can only reiterate that we truly regret any inconvenience Ms [redacted] 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 Ms [redacted] comments and an equitable resolution has been proposed 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] ***
Complaint: am rejecting this response because: We paid for a professional installation and set up from Sear Sears as an agent of [redacted] should have knowledge of the products they sell and deliver and advise the consumer accordinglyThis is important most especially if the position of Sears is going to be it is in the owners manualJust thinking another good practice would be to give the owners manual to the consumer prior to set up so it can be studied and the consumer can make an informed decisionSears did not do this but then wants to fall back on this as a way out As a professional myself I have a duty to my clients to advise against certain things to allow my client to make an informed decisionThe manual should have been provided to us prior to set upA voicemail received stated it is the practice of Sears to give it after the factWe have another piece of equipment that we never received a manual for from SearsSo apparently their practice of giving an owners manual is hit and missWe incurred an additional expense to have the equipment moved into our home after the [redacted] rep visitWe should of not had to incur this expense It is clear Sears will take no responsibility for an up front error with deliverySears voided the warranty through their negligenceAlso it is curious to mention that on this piece of equipment Sears tried to sell us and extended warrantyIn talks with the local store they informed us they were not permitted to touch Nordic Track equipmentInteresting the extent Sears will go to gouge its consumerCertainly not the Sears of my youth when my parents only bought Sears appliances, lawn equipment, etcNow a disorganized, money grubbing machinery that has no accountability for any of its agentsAnd very condescending in their language when a problem arises Sincerely, Bonni [redacted]
June 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Duct Cleaning First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recent duct cleaningWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local office for assistanceQuality Control Manager [redacted] responded that a refund for $has been processed under invoice [redacted] and should be received by Mr [redacted] in the next two weeks However, she denies that Mr [redacted] was ever offered a free dryer vent cleaning There is no documentation on record showing such an offer, so unless Mr [redacted] can produce written proof that he was offered a free dryer vent cleaning, none will be provided In the interim, since the refund Mr [redacted] was promised should be received shortly, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
November 9, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – Monica [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***’ 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 merchandiseWe contacted Ms [redacted] by phone but she was not able to speak at the timeHowever, we will advise her of our offer to return the merchandise for a full refund once she returns our callShould 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 matterWith that said, since we will be honoring Ms***’ 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
February 27, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Carla [redacted] Dear Ms [redacted] : We have completed the investigation of MsMurray’s complaint regarding her request to have her co-pay waived since she had to stay home more times because the technician at her home did not order the part like he was supposed to.We did send Ms [redacted] complaint over to the local service unit so that any issues with the technician’s behavior could be addressedAs clarification, we use Telecheck to guarantee all of our checks so even if someone stops payment, we still get paid and Telecheck then goes after the check writer to recoup their fundsSo there is no reason for our technicians to have to say the system is down, contrary to what this technician allegedly told Ms [redacted] Our records indicate that we were finally able to complete the repair to her washer and that we never did collect the co-pay that was dueWe have asked the service unit to waive this and not have Ms [redacted] billed since she did not payIf for some reason Ms [redacted] does receive a bill related to this series of service orders, then she is welcome to contact me via email or phone so that I can have any bill removedIn the interim, since we do not show we are currently billing her and the repair was completed, 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana [redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: William [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding repairs to his home air conditioner and the Sears Home WarrantyIt is first important to note that the Sears Home Warranty is administered by Cross Country Home Services (CCHS), not SearsThat said, Ashley [redacted] from CCHS has informed our office that Mr [redacted] has accepted a check which was sent out several days agoIf Mr [redacted] has any concerns about his claim he needs to contact Ashely [redacted] at a [redacted] @cchs.com or by phone by calling 800-531-extSince we have been advised that Mr [redacted] ’s check was processed we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 6, 2015/08/04) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX August 4, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] 's complaint regarding his recent online order experience We would first like to apologize for any inconvenience Mr [redacted] may have experiencedWe can understand his frustration with the series of events detailed in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching his online order, we found that a full refund for the first order was processed on July 10, 2015, under return receipt number XXXXXXXXXXXX for $and XXXXXXXXXXXX for $Finally, we verified that an online agent offered a maximum of 20% off the new order of the PlayStationTherefore, we processed an adjustment honoring the same price of $plus 20% for a total of $which was credited back to Mr [redacted] 's Sears MC account ending in For Mr [redacted] 's records the adjustment receipt number is XXXXXXXXXXXXThis credit should reflect in Mr [redacted] 's account within 3-business daysIn the interim, we have noted Mr [redacted] 's concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want you to just be aware your representatives where extremely rude and lied to me about the shipment of the package and gave there word it would be on timeWhen I was reordering they said I had to get a $play station and would not honor the price of the first one all they could do was 20% off the women would not let me speak to anyone else it was extremely frustrating!
I will accept this response only if this problem is resolved according to my acceptance As soon as possible Revdex.com? I have reviewed the response made by the business in reference to complaint ID [redacted] 9, and find that this resolution is satisfactory to me Sincerely, James [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have not been able to speak to [redacted] regarding her complaint of her in warranty Kenmore range Despite several calls and messages to [redacted] ’s contact numbers by the service unit we have had no return callsSears did set up a service call for our technician to repair the range plug that was damaged on June 16, 2016, but this service was cancelled on June 21, when our service technician arrived at the door As for [redacted] ’s allegation that the insect infestation found at the back of the range came from the delivery warehouse, we have not found evidence to support this [redacted] ’s range was delivered on November 29, along with a dishwasher, a refrigerator and an over the range microwave ovenThese items all came from the same warehouseIf the infestation had arrived with the delivery of her items there would have been evidence in the home long before the June service nor would the infestation had stayed only at the range in the last monthsWe also believe that [redacted] ’s exterminator would have found some evidence in the other three appliances delivered the same day, per her complaint this is not the case We are happy to repair the damaged plug to [redacted] ’s range but she will be responsible for the repairs of the control board as this damaged was due to the infestation and not covered under her manufacture warrantyOnce the range has been repaired and is in good working order her manufactures warranty will be reinstated for the rangeThat being said we will not be honoring [redacted] ’s request for a replacement of the rangeIf [redacted] ’s changes her mind and will allow our service technician back to repair the plug on her range she need only contact [redacted] directly at [redacted] or me, [redacted] at [redacted] and we will be happy to set service to repair the range plugIn the interim we have closed our case pending [redacted] ’s response We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 9, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Dianne E [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request for a refund It is unfortunate that we failed Ms [redacted] expectations and we can understand her frustrations with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online indicated there was a delay with receiving gift cardsHowever, the system shows that the replacement Kmart Gift Card has been processed which will be shipped by mailAdditionally, 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 uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the gift card We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
February 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator In regard to any alleged property damage, that matter has been turned over to our third party claims administrator, [redacted] Mr***’s claim number is [redacted] and her adjuster is [redacted] who may be reached during business hours at ( [redacted] [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted] ***, who will handle from hereRegardless, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] 's actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issuesAt this time, Ms [redacted] needs to direct any further correspondence to [redacted] to the attention of his caseworkerAs stated above, although we empathize with Ms***’s frustrations, we are not in a position to assist her with any damage related matters per [redacted] 's protocolWhen we spoke with Ms [redacted] she indicated that she had paid someone approximately $to drain her old tank, remove it and do some basic cleanupMs***’s service contract provided for installation coverage, but she had her son in law install the item so there was no cost attachedAs a courtesy, we have applied the amount that may have been provided to Ms [redacted] for installation services towards the draining/cleanup cost and a check for $has been sent to her home addressThis check should arrive within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe 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]