[redacted]
I am rejecting this response because I have not yet received the compensation. As soon as I do, I will gladly close this matter and thank Sears for settling this issue.I would've been happy to close this matter prior to receiving the compensation, if it were not for the fact that this issue has been on-going since 9/25/16; and there were numerous times where Sears said they were going to call me and resolve this, and this didn't happen. Therefore, I am reluctant to close this prematurely.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
The store manager did not call and apologize as well when the table was delivered to my brother neither men said word to my brother. I have accepted their resolution but will not do any further business with Sears.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The manager did not fully read my complaint and addressed issues that were not relevant to my complaint.
Sincerely,
Lisa [redacted]
February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Sharon B[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her online order experience and...
her request for a full refund. Upon receipt of the complaint filed, we found that a full refund was issued on February 3, 2018. For Ms. B[redacted] records the return receipt numbers are [redacted] for $306.90 and [redacted] for $22.79. We apologize for any inconvenience she may have experienced and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. In the interim, since a full credit has been received, 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 C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Mona S[redacted] Dear [redacted] We have completed the investigation of Ms. S[redacted]ebuttal. Reimbursement for lost food is only provided for under certain conditions if a member purchases a service contract such as the Master Protection Agreement (MPA.) Ms. S[redacted] did not purchase a service contract and her manufacturer’s warranty makes no such provisions. Whether it was for damage or not, Ms. S[redacted] has already received $150.00 that could have been used towards lost food costs. Regardless, we are under no obligation to provide anything further concerning this issue and we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 3, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple...
reschedules to service her oven.
We made attempts to contact Ms. [redacted] via email and left voicemails with our contact information. Since she has not responded, we are unable to resolve Ms. [redacted] issue until we have the opportunity to discuss the matter with her. She may contact me at [redacted] In the interim, we will consider this matter closed, pending her response.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I did purchase the [redacted] MCT Washer and Dryer set on May 23, 2016.On [redacted] an email was sent to me from Sears notifying of a delivery date ([redacted]On [redacted] the set was delivered, but the Dryer had been damage during the delivery process, so it was returned.On the Washer was installed completely. (I still had my old Washer and Dryer), they reinstall my old Dryer.On [redacted] I went to Sears where I had purchased the items concerned with the Washer operating practically dry.On [redacted] I contact Sears Home Repair at [redacted] as instructed by the store salesman.
Sincerely,
[redacted]
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms[redacted] We have completed our review of Ms. [redacted] rebuttal complaint regarding her online order experience. We provided Ms. [redacted] with a prepaid return label to use on the merchandise she returned. We confirmed that the product was received at Sears’ warehouse on January 27, 2017. Therefore, we issued a refund accordingly for the full amount she paid which was $212.93. The credit will post to Ms. [redacted] account ending in [redacted] within 3 to 5 business days. For Ms. [redacted] records the return receipt number is [redacted]. Should Ms. [redacted] have any further questions or concerns, she may contact me via email. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed since a full refund has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 15, 2017[redacted] Business BureauAttn: [redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611Our File No: [redacted]Service Order #: [redacted]Revdex.com Case#: [redacted] Paula D[redacted]Via: Revdex.com WebsiteDear [redacted]Thank you for allowing Sears to assist you with the concern you recently...
brought to our attention. On behalf of Sears please know that we do value Ms. J[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. This l[redacted]er serves to confirm that we have completed investigating the complaint.Sears is responding to the consumer’s complaint regarding her HVAC unit and the cost associated with the recent service, dated 7/24/17. Sears is disheartened that Ms. J[redacted] feels that her concerns were not resolved adequately by our company prior to seeking further actions from you. Our records indicate that she did not purchase her HVAC unit from Sears and has no Protection Agreement coverage with Sears for her unit. During the recent service Ms. J[redacted] declined the leak check. The tech advised us that she requested he put Freon in the unit to get her by for a few weeks until she could figure out what she was going to do as far as replacing the unit. The tech explained that there was a leak and that all of the Freon could leak out in a day, week or 6 months. The tech had no way of knowing how severe the leak was without doing the leak check. There is a $260 flat fee for any Freon charge plus the cost per ounce based on how much is used to fill the unit. We are one of the cheapest companies when it comes to Freon. Most companies charge $100 to $200 per lb. of R22 Freon plus a fee for putting it in which could be anywhere between $50 to $100. So if they put 1 lb. and 4 oz. they charge for 2 lbs. Basically, she didn't want to pay for the leak check and then the repair of a 15-year old system. The Freon has probably leaked out and this is why she is upset. The leak check is $230 and any repair would have been another charge. This was all explained to her and she signed the receipt that she agreed to the charges for just the Freon and told the tech that's all she wanted done.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted]searshomepro.com.Sincerely,Richard V[redacted]SHIP/HI Regulatory Complaint Specialistcc: Paula D[redacted] via First Class Mail
July 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. A Sears technician examined Ms. [redacted] refrigerator on July 6, 2016. Once he discussed his findings with the District Manager, a replacement refrigerator was approved. After researching the features of Ms. [redacted] current refrigerator, it was determined that $2,399.99 would provide her with a comparable unit under her Master Protection Agreement (MPA). Ms. [redacted] selected a new refrigerator on July 9, 2016, and will receive the unit when it becomes available from the warehouse. With that said, since we are providing Ms. [redacted] with her requested resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding a battery being installed incorrectly...
during a visit to one of our auto centers.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted] District Service Manager, who advised that we will honor her request to receive a full refund. The Auto Center Manager will be calling [redacted] shortly to process the refund. That being said, because we will be honoring [redacted] request, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
December 9, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Timothy M [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint regarding the appliance he purchased on June 11, 2017.After...
reviewing Mr. [redacted] complaint and our records, we contacted our service department to archive the repair history. Once completed, we were able to determine that on July 19, 2017 a service repair was completed due to the ice maker not working. The technician defrosted the ice maker line, tested and found it was in working order. On August 01, 2017 a service repair was completed due to needing to repair some wiring on the appliance. On August 31, 2017 Mr. [redacted] called customer service to order a new door for his fridge. Due to the delay in receiving the door, customer service emailed Mr. [redacted] on October 17, 2017 advising him that the fridge was being replaced. It is our understanding that the new fridge was delivered on October 30, 2017. We ask Mr. [redacted] to contact his Case Manager Ema Campos if he is still requiring assistance. Since we have confirmed that Mr. [redacted] appliance was replaced and we provided a direct phone number should need additional assistance, 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 [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905 imx integrated member experience
September 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and the cancellation of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. With this having been said, we revealed that the lawn tractor Mr. [redacted] attempted to purchase is not available in his area and it was for this reason that his order cancelled immediately after it was placed. We have confirmed that Mr. [redacted] credit card was not charged. As an apology for this issue, our agents did offer a 10% discount on another order and/or to match the price if the item becomes available to him in the future. Mr. [redacted] would simply need to place his order and call for a price adjustment afterward or allow a sears.com customer service agent place the order for him. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
May 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] - [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding their television and their request for an increase...
in the replacement amount. Upon researching the [redacted] complaint, we found that although they were originally authorized $548.00, the amount has been increased to $730.00 as a courtesy. Per the terms of the [redacted] Master Protection Agreement (MPA), Sears determines the replacement amount. Below is an excerpt from the MPA pertaining to replacements: COVERAGE FOR REPLACEMENT. We have the sole right to determine whether a Covered Product will be repaired or replaced. If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable product. We will determine and authorize the replacement amount, but you will select your replacement product from a Sears or Sears affiliated store or in some cases replacement will be arranged through the manufacturer. You will have up to ninety (90) days from the date of authorization to complete the replacement process. The Non-Repairable Covered Product must be returned in order to receive your replacement product. Any coverage remaining under the term of this Agreement will be transferred to the new replacement product. Replacement products may be new or refurbished to meet the manufacturer’s specifications of the original product. If you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverage. There may be additional replacement benefits and limitations depending on your type of Protection Plan. Please refer to the section of this Agreement that is applicable to your type of Plan. We will not be responsible for reconfiguring space to accommodate a replacement product when a product of identical dimensions is not available. If Mr. and Mrs. [redacted] are still unable to find a television of their liking, they can choose to receive a refund of the MPA - $113.83. They can call ([redacted] to cancel the authorization and request a refund of the agreement. However, as the authorization is still in effect, the [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the Electronics department can assist them. Mr. and Mrs. [redacted] will need to provide the telephone number on record, [redacted], to verify the replacement authorization. The new television will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new television and run concurrently with the manufacturer’s warranty. With that said, since we are providing Mr. and Mrs. [redacted] with an equitable resolution, commensurate to the terms of their MPA, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 10, 2015/06/25) */
June 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]'s complaint...
regarding her customer experience upon delivery of her mattress set.
It is unfortunate that we failed Ms. [redacted]'s expectations when we did not meet the delivery date that was provided to her on the day of purchase. We value Ms. [redacted]' patronage and understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted.
After reviewing Ms. [redacted] complaint, we contacted the store manager [redacted] who informed us that she called Ms. [redacted] on 17 June 2015 to provide her with assistance. Ms. [redacted] informed us that Ms. [redacted] informed her that she was disappointed that the delivery date was not met. Ms. [redacted] apologized for the inconvenience and offered a $70.00 discount, which was accepted by Ms. [redacted]. Since the concerns that were brought forth in Ms. [redacted] complaint have been address and courtesy compensation was provided, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
February 17, 2018 Nita VirghesRevdex.com330 North Wabash Ave., Ste. #2006Chicago, IL ...
60611 �...⇄ Re: # [redacted] – Donna [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator repair. Upon receipt of Ms. [redacted] complaint, she was contacted by Heather [redacted], her Executive Member Support (EMS) case manager. They discussed the multiple repairs to the refrigerator and that wires were sticking out after the last repair. Another technician was then sent out on January 18, 2018 and when Heather followed up with Ms. [redacted] a few days later, she confirmed the issue had been remedied. The technician also felt that the refrigerator door needed to be replaced but this further repair was declined by Ms. [redacted]. If Ms. [redacted] should have any further concerns regarding this matter, she can contact Heather [redacted] directly at [redacted] Ext ** or via email at Heather.[redacted]@searshc.com. In the interim, since we confirmed her refrigerator is in working order, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Robert [redacted]REGULATORY SPECIALIST, Regulatory ComplaintsTell us why here...
Complaint: [redacted]
I am rejecting this response because:
In June Sears dispatched a technician and the "water bottle was loose". They "fixed" it then too. 90 days later it was broken again. Again I was forced to purchase water bottles, bags of ice, and turn off the water leading to the fridge to keep it from flooding my home. So no I do not accept that they merely continue to try to fix the same problem that happens every 90 days. Especially since the water pours from the fridge and floods my kitchen. Luckily we've been here in June and September. In December we will be out of town visiting our family. I pray we do not come home to a flood, and we do come home to ice and water.
Sincerely,
[redacted]
September 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Stephen J. B[redacted] Dear [redacted] We have completed the investigation of Mr. B[redacted] complaint regarding his dissatisfaction with...
Sears repair service. It is unfortunate that we failed Mr. B[redacted] expectations when he recently requested a repair from Sears. We value Mr. B[redacted] patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. B[redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that our senior technician completed a repair on August 3, 2017, and confirmed that Mr. B[redacted] microwave oven was operating to the manufacturer’s specifications afterward. At this time, we can only reiterate that we regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. B[redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
[redacted]
I am rejecting this response because I have not yet received the compensation. As soon as I do, I will gladly close this matter and thank Sears for settling this issue.I would've been happy to close this matter prior to receiving the compensation, if it were not for the fact that this issue has been on-going since 9/25/16; and there were numerous times where Sears said they were going to call me and resolve this, and this didn't happen. Therefore, I am reluctant to close this prematurely.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
The store manager did not call and apologize as well when the table was delivered to my brother neither men said word to my brother. I have accepted their resolution but will not do any further business with Sears.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The manager did not fully read my complaint and addressed issues that were not relevant to my complaint.
Sincerely,
Lisa [redacted]
February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Sharon B[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her online order experience and...
her request for a full refund. Upon receipt of the complaint filed, we found that a full refund was issued on February 3, 2018. For Ms. B[redacted] records the return receipt numbers are [redacted] for $306.90 and [redacted] for $22.79. We apologize for any inconvenience she may have experienced and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. In the interim, since a full credit has been received, 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 C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Mona S[redacted] Dear [redacted] We have completed the investigation of Ms. S[redacted]ebuttal. Reimbursement for lost food is only provided for under certain conditions if a member purchases a service contract such as the Master Protection Agreement (MPA.) Ms. S[redacted] did not purchase a service contract and her manufacturer’s warranty makes no such provisions. Whether it was for damage or not, Ms. S[redacted] has already received $150.00 that could have been used towards lost food costs. Regardless, we are under no obligation to provide anything further concerning this issue and we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 3, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple...
reschedules to service her oven.
We made attempts to contact Ms. [redacted] via email and left voicemails with our contact information. Since she has not responded, we are unable to resolve Ms. [redacted] issue until we have the opportunity to discuss the matter with her. She may contact me at [redacted] In the interim, we will consider this matter closed, pending her response.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I did purchase the [redacted] MCT Washer and Dryer set on May 23, 2016.On [redacted] an email was sent to me from Sears notifying of a delivery date ([redacted]On [redacted] the set was delivered, but the Dryer had been damage during the delivery process, so it was returned.On the Washer was installed completely. (I still had my old Washer and Dryer), they reinstall my old Dryer.On [redacted] I went to Sears where I had purchased the items concerned with the Washer operating practically dry.On [redacted] I contact Sears Home Repair at [redacted] as instructed by the store salesman.
Sincerely,
[redacted]
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms[redacted] We have completed our review of Ms. [redacted] rebuttal complaint regarding her online order experience. We provided Ms. [redacted] with a prepaid return label to use on the merchandise she returned. We confirmed that the product was received at Sears’ warehouse on January 27, 2017. Therefore, we issued a refund accordingly for the full amount she paid which was $212.93. The credit will post to Ms. [redacted] account ending in [redacted] within 3 to 5 business days. For Ms. [redacted] records the return receipt number is [redacted]. Should Ms. [redacted] have any further questions or concerns, she may contact me via email. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed since a full refund has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 15, 2017[redacted] Business BureauAttn: [redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611Our File No: [redacted]Service Order #: [redacted]Revdex.com Case#: [redacted] Paula D[redacted]Via: Revdex.com WebsiteDear [redacted]Thank you for allowing Sears to assist you with the concern you recently...
brought to our attention. On behalf of Sears please know that we do value Ms. J[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. This l[redacted]er serves to confirm that we have completed investigating the complaint.Sears is responding to the consumer’s complaint regarding her HVAC unit and the cost associated with the recent service, dated 7/24/17. Sears is disheartened that Ms. J[redacted] feels that her concerns were not resolved adequately by our company prior to seeking further actions from you. Our records indicate that she did not purchase her HVAC unit from Sears and has no Protection Agreement coverage with Sears for her unit. During the recent service Ms. J[redacted] declined the leak check. The tech advised us that she requested he put Freon in the unit to get her by for a few weeks until she could figure out what she was going to do as far as replacing the unit. The tech explained that there was a leak and that all of the Freon could leak out in a day, week or 6 months. The tech had no way of knowing how severe the leak was without doing the leak check. There is a $260 flat fee for any Freon charge plus the cost per ounce based on how much is used to fill the unit. We are one of the cheapest companies when it comes to Freon. Most companies charge $100 to $200 per lb. of R22 Freon plus a fee for putting it in which could be anywhere between $50 to $100. So if they put 1 lb. and 4 oz. they charge for 2 lbs. Basically, she didn't want to pay for the leak check and then the repair of a 15-year old system. The Freon has probably leaked out and this is why she is upset. The leak check is $230 and any repair would have been another charge. This was all explained to her and she signed the receipt that she agreed to the charges for just the Freon and told the tech that's all she wanted done.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted]searshomepro.com.Sincerely,Richard V[redacted]SHIP/HI Regulatory Complaint Specialistcc: Paula D[redacted] via First Class Mail
July 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. A Sears technician examined Ms. [redacted] refrigerator on July 6, 2016. Once he discussed his findings with the District Manager, a replacement refrigerator was approved. After researching the features of Ms. [redacted] current refrigerator, it was determined that $2,399.99 would provide her with a comparable unit under her Master Protection Agreement (MPA). Ms. [redacted] selected a new refrigerator on July 9, 2016, and will receive the unit when it becomes available from the warehouse. With that said, since we are providing Ms. [redacted] with her requested resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding a battery being installed incorrectly...
during a visit to one of our auto centers.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted] District Service Manager, who advised that we will honor her request to receive a full refund. The Auto Center Manager will be calling [redacted] shortly to process the refund. That being said, because we will be honoring [redacted] request, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
December 9, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Timothy M [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint regarding the appliance he purchased on June 11, 2017.After...
reviewing Mr. [redacted] complaint and our records, we contacted our service department to archive the repair history. Once completed, we were able to determine that on July 19, 2017 a service repair was completed due to the ice maker not working. The technician defrosted the ice maker line, tested and found it was in working order. On August 01, 2017 a service repair was completed due to needing to repair some wiring on the appliance. On August 31, 2017 Mr. [redacted] called customer service to order a new door for his fridge. Due to the delay in receiving the door, customer service emailed Mr. [redacted] on October 17, 2017 advising him that the fridge was being replaced. It is our understanding that the new fridge was delivered on October 30, 2017. We ask Mr. [redacted] to contact his Case Manager Ema Campos if he is still requiring assistance. Since we have confirmed that Mr. [redacted] appliance was replaced and we provided a direct phone number should need additional assistance, 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 [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905 imx integrated member experience
September 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and the cancellation of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. With this having been said, we revealed that the lawn tractor Mr. [redacted] attempted to purchase is not available in his area and it was for this reason that his order cancelled immediately after it was placed. We have confirmed that Mr. [redacted] credit card was not charged. As an apology for this issue, our agents did offer a 10% discount on another order and/or to match the price if the item becomes available to him in the future. Mr. [redacted] would simply need to place his order and call for a price adjustment afterward or allow a sears.com customer service agent place the order for him. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
May 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] - [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding their television and their request for an increase...
in the replacement amount. Upon researching the [redacted] complaint, we found that although they were originally authorized $548.00, the amount has been increased to $730.00 as a courtesy. Per the terms of the [redacted] Master Protection Agreement (MPA), Sears determines the replacement amount. Below is an excerpt from the MPA pertaining to replacements: COVERAGE FOR REPLACEMENT. We have the sole right to determine whether a Covered Product will be repaired or replaced. If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable product. We will determine and authorize the replacement amount, but you will select your replacement product from a Sears or Sears affiliated store or in some cases replacement will be arranged through the manufacturer. You will have up to ninety (90) days from the date of authorization to complete the replacement process. The Non-Repairable Covered Product must be returned in order to receive your replacement product. Any coverage remaining under the term of this Agreement will be transferred to the new replacement product. Replacement products may be new or refurbished to meet the manufacturer’s specifications of the original product. If you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverage. There may be additional replacement benefits and limitations depending on your type of Protection Plan. Please refer to the section of this Agreement that is applicable to your type of Plan. We will not be responsible for reconfiguring space to accommodate a replacement product when a product of identical dimensions is not available. If Mr. and Mrs. [redacted] are still unable to find a television of their liking, they can choose to receive a refund of the MPA - $113.83. They can call ([redacted] to cancel the authorization and request a refund of the agreement. However, as the authorization is still in effect, the [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the Electronics department can assist them. Mr. and Mrs. [redacted] will need to provide the telephone number on record, [redacted], to verify the replacement authorization. The new television will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new television and run concurrently with the manufacturer’s warranty. With that said, since we are providing Mr. and Mrs. [redacted] with an equitable resolution, commensurate to the terms of their MPA, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 10, 2015/06/25) */
June 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]'s complaint...
regarding her customer experience upon delivery of her mattress set.
It is unfortunate that we failed Ms. [redacted]'s expectations when we did not meet the delivery date that was provided to her on the day of purchase. We value Ms. [redacted]' patronage and understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted.
After reviewing Ms. [redacted] complaint, we contacted the store manager [redacted] who informed us that she called Ms. [redacted] on 17 June 2015 to provide her with assistance. Ms. [redacted] informed us that Ms. [redacted] informed her that she was disappointed that the delivery date was not met. Ms. [redacted] apologized for the inconvenience and offered a $70.00 discount, which was accepted by Ms. [redacted]. Since the concerns that were brought forth in Ms. [redacted] complaint have been address and courtesy compensation was provided, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
February 17, 2018 Nita VirghesRevdex.com330 North Wabash Ave., Ste. #2006Chicago, IL ...
60611 �...⇄ Re: # [redacted] – Donna [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator repair. Upon receipt of Ms. [redacted] complaint, she was contacted by Heather [redacted], her Executive Member Support (EMS) case manager. They discussed the multiple repairs to the refrigerator and that wires were sticking out after the last repair. Another technician was then sent out on January 18, 2018 and when Heather followed up with Ms. [redacted] a few days later, she confirmed the issue had been remedied. The technician also felt that the refrigerator door needed to be replaced but this further repair was declined by Ms. [redacted]. If Ms. [redacted] should have any further concerns regarding this matter, she can contact Heather [redacted] directly at [redacted] Ext ** or via email at Heather.[redacted]@searshc.com. In the interim, since we confirmed her refrigerator is in working order, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Robert [redacted]REGULATORY SPECIALIST, Regulatory ComplaintsTell us why here...
Complaint: [redacted]
I am rejecting this response because:
In June Sears dispatched a technician and the "water bottle was loose". They "fixed" it then too. 90 days later it was broken again. Again I was forced to purchase water bottles, bags of ice, and turn off the water leading to the fridge to keep it from flooding my home. So no I do not accept that they merely continue to try to fix the same problem that happens every 90 days. Especially since the water pours from the fridge and floods my kitchen. Luckily we've been here in June and September. In December we will be out of town visiting our family. I pray we do not come home to a flood, and we do come home to ice and water.
Sincerely,
[redacted]
September 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Stephen J. B[redacted] Dear [redacted] We have completed the investigation of Mr. B[redacted] complaint regarding his dissatisfaction with...
Sears repair service. It is unfortunate that we failed Mr. B[redacted] expectations when he recently requested a repair from Sears. We value Mr. B[redacted] patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. B[redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that our senior technician completed a repair on August 3, 2017, and confirmed that Mr. B[redacted] microwave oven was operating to the manufacturer’s specifications afterward. At this time, we can only reiterate that we regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. B[redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]