July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #[redacted]8-Kevin [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his recent automotive service.
Assistant Manager...
Jessica [redacted] provided the following response:
We have spoken with Mr. [redacted] in regard to his issue. Apparently, there was a misunderstanding regarding the coupon and it is our procedure that we get customer approval for repairs before proceeding. This will be reviewed with the staff to prevent further such occurrences. That said, we have issued a credit for $75.00 to Mr. [redacted] as he had requested. Accordingly, we respectfully ask that this matter be considered closed for the time being.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago,...
IL 60611
Re: Becky [redacted] #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Home Services and repairs to her father's refrigerator.
Chris [redacted], Sears Home Services, Support Specialist, provided the following response:
We value Ms. [redacted]'s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home Services. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her service related expectations in regards to the repair of her father's refrigerator. Sears has processed three checks for Mr. [redacted]'s; the first is for $200.00 for food loss reimbursement. The next two checks total $949.32; this is to reimburse Mr. [redacted] for the out of pocket monies spent when he had to have his refrigerator repaired. The aforementioned checks should be received by Mr. [redacted] in the next 10/14 days. That said 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 concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
THEY LIED ON ISSUING THE FIRST CHECK SECOND CHECK TOOK TWO MONTHS, MY PURCHASE WAS 621.00 THE REFUND ISSUED WAS LESS THAN THAT,HORRIBLE CUSTOMER SERVICE
Sincerely,
[redacted]
May 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her rings....
First, we want to note that our jewelry is tested randomly to ensure accuracy. As such, we do not have any reason to believe the ring is other than what was advertised. Moreover, there are several methods used for testing the quality and some are not as reliable as others. We do not know the method the jewelers used to test the ring, but it is possible the jewelers did not test it via a reliable method. We also want to point out that 10KT gold is made up of several alloys, and one of those can be silver. Perhaps this is what was detected. Lastly, our return policy for jewelry is very clear; the consumer has 30 days to return the item for a refund or exchange if dissatisfied and for fine jewelry, the tag must be attached. Furthermore, if this was purchased while the store was undergoing liquidation, the receipts and store signage would have indicated that all sales were final. We cannot comment any further until we are able to verify the item numbers involved, which would be noted on the receipt. Unfortunately, if this was purchased at a Kmart location, we will not be able to find the receipt using the method of payment to search and we apologize for any misunderstanding on that account. If Ms. Kosk can provide a copy of her receipt, she will need to email it to the address noted below. Otherwise, we will not be able to assist further and we have closed our file. We apologize to Ms. Kosk 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]
September 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94[redacted] - Bo **
Dear Ms. [redacted],
We have completed the investigation of Mr. **'s complaint regarding his online order.
It is unfortunate that we failed Mr. **'s...
expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr. ** that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this order further we found that the initial refund was processed on July 9, 2015. The refund was sent via US mail in two separate gift cards for $100.00 and the other for $35.42 which was shipped on July 13, 2015. We apologize for the delay in receiving the refund. Additionally, we hope that in the future Mr. ** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. **'s concerns and 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
July 10, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]
* We have completed our investigation of Mr. P[redacted] complaint regarding his refrigerator repair. It...
is regrettable that we failed Mr. P[redacted]’ expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. P[redacted]’ patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. P[redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. P[redacted] for any inconvenience we may have caused him. Upon receiving Mr. P[redacted]’ complaint, we contacted the local service unit for assistance. Stephanie G[redacted] with unit [redacted] responded that a refund request for $223.00 was submitted on July 10, 2017, which is what Mr. P[redacted] paid for the repair minus the $99.00 trip charge. Mr. P[redacted] should receive a check in the next two weeks. Additionally, our records show that a $50.00 gift card was processed on June 30, 2017, by the service unit. With that said, since we have documented Mr. P[redacted]’ concerns with the repair process and processed the aforementioned refund, we ask that this matter be closed. Again, we apologize to Mr. P[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 25, 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 her dryer repair. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance since it appears that the refund request for the returned part was not processed. On October 25, 2016, [redacted] with [redacted] submitted a refund request in the amount of $270.98. Ms. [redacted] should receive a refund check within the next two weeks. In summary, since we have documented Ms. [redacted] concerns and processed her requested refund, 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
Initial Business Response /* (1000, 11, 2015/08/13) */
August 13, 2015
[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...
her purchased treadmill.
We apologize that Ms. [redacted] purchased treadmill failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.
After reviewing Ms. [redacted] complaint, we contacted her on August 11, 2015 and had the opportunity to speak with her. After speaking with Ms. [redacted] and addressing several inconveniences, we offered her $100.00, which she agreed to. In addition we provided her with a direct contact should she have any additional questions or concerns at X-XXX-XXX-XXXX ext. XXXXX. At this time, since we have addressed the concerns brought forth in Ms. [redacted] complaint, 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/SHC
Direct -XXX-XXX-XXXX
[redacted]@searsch.com
Initial Consumer Rebuttal /* (2000, 13, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The treadmill was picked up from my home. I got my money back.
Revdex.com:
Finally, after repeated calls and Revdex.com complaints, the refund processing company processed the refund for the recalled/returned item for $70 and I got the check this week. However, that does not include any interest and late fees as the processing was delayed for so long. Even if I accept their response and close the case as I don't want to drag this any longer, I'd still like them to pay me, the customer, interest and late fees.
Sincerely,
[redacted]
October 5, 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 her refrigerator repair. First,...
we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. After reviewing Ms. [redacted] complaint and the notes in our service system, my office authorized Ms. [redacted] for an exceptional parts warranty exchange. Ms. [redacted] was advised to select a comparable refrigerator. Unfortunately the model Ms. [redacted] selected was not available until October 7, 2016. Fortunately, we found another similar refrigerator that was available sooner. While the new model was more expensive, we waived the additional cost as a courtesy. The exchange was processed on September 22, 2016, and Ms. [redacted] accepted delivery of the new unit on September 30, 2016. Additionally, as a goodwill gesture, even though the warranty does not provide for incidental damages, we have processed a food loss check for $100.00 that Ms. [redacted] should receive it in the next two weeks. Furthermore, upon researching the repair, we found that a bill for $99.00 was generated. Since we could not determine the reason for the billing, we contacted our National Claims Center and cleared the $99.00 invoice. Lastly, we have documented the customer service issues Ms. [redacted] and her son, [redacted] experienced during the repair process and advised the appropriate management team. With that said, since we have provided Ms. [redacted] with a fair resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation of Ms. [redacted] complaint regarding her dissatisfaction with the performance of her refrigerator and her request for an exchange.
Ms. [redacted] stated in her rebuttal that the temperature in the drawer was 48 degrees; however the technician’s notes did not confirm this reading. Since our technician did not report his finding to our Strategic Technical Assistance Center (STAC), we contacted Ms. [redacted] and offered to schedule service to get the temperature readings in all of the refrigerator drawers. Our technician has been instructed to report his findings, and take pictures for documentation; Ms. [redacted] agreed and service was scheduled.
On March 1, 2017 our technician arrived to assess the temperature issue. Our technician took photos and temperature readings in various areas of the refrigerator, the freezer, and in the compartments. The temperature readings in the refrigerator and drawers ranged from 37.4 – 42.1 degrees Fahrenheit; with an average temperature of 40.3 degrees Fahrenheit. Keep in mind that both the refrigerator and freezer doors had been open a while when the technician took the temperatures. It doesn’t take long for temperatures to rise when a door is open which is explains the one reading of 42.1 degrees. According to the owner’s manual page 8 the temperatures can be set for between 33.0 - 45.0 degrees Fahrenheit in the refrigerator and -5.0 - 5.0 degrees Fahrenheit in the freezer. It is best to have the refrigerator set between 36.0 – 38.0 degrees Fahrenheit & the freezer between -1.0 - 2.0 degrees Fahrenheit. If the temperatures are set too cold the appliance will be susceptible to excessive frost and freezing in the refrigerator. He reported his findings to STAC and it was determined that there is not an issue with the operation of this refrigerator.
We contacted Ms. [redacted] and informed her that the refrigerator has been confirmed more than once that it is working within specifications and does not qualify for an exchange. Since Ms. [redacted] is dissatisfied with her refrigerator, and as a good-will gesture, we offered Ms. [redacted] a 30% discount towards a new refrigerator from Sears; she declined the offer. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
December 7, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted]- Paul [redacted] Dear...
Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his air conditioning system. According to our records, a settlement agreement with a proposal to provide Mr. [redacted] with a check for the value of a comparable item was sent to him. In light of the aforementioned information, we have closed our file. We apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Specialist, Regulatory ComplaintsEmail: Tammie.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 29, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Carrie D[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mrs. D[redacted] complaint regarding her dissatisfaction with the quality and...
performance of the tractor; and her request for an exchange or return.
We apologize that Mrs. D[redacted] tractor failed to meet her expectations and failed sooner than expected. Upon receipt of the complaint, Case Manager Jennifer C[redacted], and reviewed the service order notes related to the tractor. On October 5, 2017 Ms. C[redacted] spoke to Mr. D[redacted] and offered to exchange the tractor for another model. On October 28, 2017 Mr. D[redacted] accepted the offer and provided Ms. C[redacted] with his selection. The tractor was ordered and the delivery was completed on November 28, 2017. With that being said, since we have addressed the issue brought forth in Mrs. D[redacted] complaint, we have closed our file.
We apologize to Mrs. D[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
January 4, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Gary L. H[redacted] Dear [redacted] We have completed our...
investigation of Mr. H[redacted] complaint regarding his tractor. As Mr. H[redacted] noted, his tractor was purchased in November of 2016 and our return policy is only valid for 30 days from the date of purchase. Accordingly, a refund or exchange would not be possible under that policy and the terms of his manufacturer’s warranty would apply. Those terms note that repair is the only option unless the item is determined to be un-repairable and the cause is not linked to an external source such as misuse or negligence. Our technicians have been to Mr. H[redacted] residence on three separate occasions according to our records and even though they inspected the tractor including a test drive, nothing was found to be wrong. We want to point out to Mr. H[redacted] that the owner’s manual notes that inclines greater than 15 degrees should not be driven up or down on the tractor. If this is what Mr. H[redacted] is attempting, then that is contrary to the design of the tractor. Additionally, any hill or incline should be driven up or down more slowly than the speed used on a flat surface. Regardless, we have no records of any related recalls for this model on file from the manufacturer, which is [redacted]. In regard to the labeling on the tractor, Craftsman is a brand and [redacted] manufactures the tractors to our design specifications, but the item is a Craftsman branded tractor. Nothing has changed; the item is what was described to Mr. H[redacted] when he purchased it. In closing, we will continue to honor the terms of Mr. H[redacted] manufacturer’s warranty should the need arise, by providing service as necessary, but we are not obligated to honor his request as noted above; therefore, we have closed our file. We apologize to Mr. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted] I am pleased with the service I received. The technician Shane was wonderful.
July 12, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ghianni [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we show that a refund was processed on June 30, 2016, for a full refund of $982.28. Mr. [redacted] can expect to show this credit post to his account within 3 to 5 business days or depending on his financial institutions timeframe. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted]’s concerns and 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
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her freezer. It is unfortunate...
that we failed Ms. [redacted] expectations in regard to her freezer. We would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we reviewed the notes in our service system. Ms. [redacted] has had three service calls completed; however, parts were only replaced once. During two of the service calls, the technician cleaned the drain, which is actually a maintenance issue and not a problem caused by a failed part. While we understand that Ms. [redacted] is dissatisfied with her freezer, she is not entitled to a refund. The unit was purchased nearly a year ago and per Sears’ Return Policy, a refund or exchange can only be provided within 30 days of purchase. With that said, as a courtesy, we have processed a refund of the service fee Ms. [redacted] was charged in September - $42.50. Ms. [redacted] should receive a check in the next two weeks. Since we have completed the repair to Ms. [redacted] freezer, 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
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Chris [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent visit to one...
of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Marcos [redacted], Auto Center Manager of unit# [redacted] who has attempted to reach Mr. [redacted] several times but has not been able to speak with him. We would like to offer Mr. [redacted] a full refund per his request. Mr. [redacted] can either call the auto center or come to the auto center and his monies will be refunded. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
July 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #[redacted]8-Kevin [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his recent automotive service.
Assistant Manager...
Jessica [redacted] provided the following response:
We have spoken with Mr. [redacted] in regard to his issue. Apparently, there was a misunderstanding regarding the coupon and it is our procedure that we get customer approval for repairs before proceeding. This will be reviewed with the staff to prevent further such occurrences. That said, we have issued a credit for $75.00 to Mr. [redacted] as he had requested. Accordingly, we respectfully ask that this matter be considered closed for the time being.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago,...
IL 60611
Re: Becky [redacted] #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Home Services and repairs to her father's refrigerator.
Chris [redacted], Sears Home Services, Support Specialist, provided the following response:
We value Ms. [redacted]'s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home Services. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her service related expectations in regards to the repair of her father's refrigerator. Sears has processed three checks for Mr. [redacted]'s; the first is for $200.00 for food loss reimbursement. The next two checks total $949.32; this is to reimburse Mr. [redacted] for the out of pocket monies spent when he had to have his refrigerator repaired. The aforementioned checks should be received by Mr. [redacted] in the next 10/14 days. That said 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 concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
THEY LIED ON ISSUING THE FIRST CHECK SECOND CHECK TOOK TWO MONTHS, MY PURCHASE WAS 621.00 THE REFUND ISSUED WAS LESS THAN THAT,HORRIBLE CUSTOMER SERVICE
Sincerely,
[redacted]
May 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her rings....
First, we want to note that our jewelry is tested randomly to ensure accuracy. As such, we do not have any reason to believe the ring is other than what was advertised. Moreover, there are several methods used for testing the quality and some are not as reliable as others. We do not know the method the jewelers used to test the ring, but it is possible the jewelers did not test it via a reliable method. We also want to point out that 10KT gold is made up of several alloys, and one of those can be silver. Perhaps this is what was detected. Lastly, our return policy for jewelry is very clear; the consumer has 30 days to return the item for a refund or exchange if dissatisfied and for fine jewelry, the tag must be attached. Furthermore, if this was purchased while the store was undergoing liquidation, the receipts and store signage would have indicated that all sales were final. We cannot comment any further until we are able to verify the item numbers involved, which would be noted on the receipt. Unfortunately, if this was purchased at a Kmart location, we will not be able to find the receipt using the method of payment to search and we apologize for any misunderstanding on that account. If Ms. Kosk can provide a copy of her receipt, she will need to email it to the address noted below. Otherwise, we will not be able to assist further and we have closed our file. We apologize to Ms. Kosk 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]
September 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94[redacted] - Bo **
Dear Ms. [redacted],
We have completed the investigation of Mr. **'s complaint regarding his online order.
It is unfortunate that we failed Mr. **'s...
expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr. ** that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this order further we found that the initial refund was processed on July 9, 2015. The refund was sent via US mail in two separate gift cards for $100.00 and the other for $35.42 which was shipped on July 13, 2015. We apologize for the delay in receiving the refund. Additionally, we hope that in the future Mr. ** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. **'s concerns and 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
July 10, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]
* We have completed our investigation of Mr. P[redacted] complaint regarding his refrigerator repair. It...
is regrettable that we failed Mr. P[redacted]’ expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. P[redacted]’ patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. P[redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. P[redacted] for any inconvenience we may have caused him. Upon receiving Mr. P[redacted]’ complaint, we contacted the local service unit for assistance. Stephanie G[redacted] with unit [redacted] responded that a refund request for $223.00 was submitted on July 10, 2017, which is what Mr. P[redacted] paid for the repair minus the $99.00 trip charge. Mr. P[redacted] should receive a check in the next two weeks. Additionally, our records show that a $50.00 gift card was processed on June 30, 2017, by the service unit. With that said, since we have documented Mr. P[redacted]’ concerns with the repair process and processed the aforementioned refund, we ask that this matter be closed. Again, we apologize to Mr. P[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 25, 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 her dryer repair. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance since it appears that the refund request for the returned part was not processed. On October 25, 2016, [redacted] with [redacted] submitted a refund request in the amount of $270.98. Ms. [redacted] should receive a refund check within the next two weeks. In summary, since we have documented Ms. [redacted] concerns and processed her requested refund, 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
Initial Business Response /* (1000, 11, 2015/08/13) */
August 13, 2015
[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...
her purchased treadmill.
We apologize that Ms. [redacted] purchased treadmill failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.
After reviewing Ms. [redacted] complaint, we contacted her on August 11, 2015 and had the opportunity to speak with her. After speaking with Ms. [redacted] and addressing several inconveniences, we offered her $100.00, which she agreed to. In addition we provided her with a direct contact should she have any additional questions or concerns at X-XXX-XXX-XXXX ext. XXXXX. At this time, since we have addressed the concerns brought forth in Ms. [redacted] complaint, 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/SHC
Direct -XXX-XXX-XXXX
[redacted]@searsch.com
Initial Consumer Rebuttal /* (2000, 13, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The treadmill was picked up from my home. I got my money back.
Revdex.com:
Finally, after repeated calls and Revdex.com complaints, the refund processing company processed the refund for the recalled/returned item for $70 and I got the check this week. However, that does not include any interest and late fees as the processing was delayed for so long. Even if I accept their response and close the case as I don't want to drag this any longer, I'd still like them to pay me, the customer, interest and late fees.
Sincerely,
[redacted]
October 5, 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 her refrigerator repair. First,...
we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. After reviewing Ms. [redacted] complaint and the notes in our service system, my office authorized Ms. [redacted] for an exceptional parts warranty exchange. Ms. [redacted] was advised to select a comparable refrigerator. Unfortunately the model Ms. [redacted] selected was not available until October 7, 2016. Fortunately, we found another similar refrigerator that was available sooner. While the new model was more expensive, we waived the additional cost as a courtesy. The exchange was processed on September 22, 2016, and Ms. [redacted] accepted delivery of the new unit on September 30, 2016. Additionally, as a goodwill gesture, even though the warranty does not provide for incidental damages, we have processed a food loss check for $100.00 that Ms. [redacted] should receive it in the next two weeks. Furthermore, upon researching the repair, we found that a bill for $99.00 was generated. Since we could not determine the reason for the billing, we contacted our National Claims Center and cleared the $99.00 invoice. Lastly, we have documented the customer service issues Ms. [redacted] and her son, [redacted] experienced during the repair process and advised the appropriate management team. With that said, since we have provided Ms. [redacted] with a fair resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation of Ms. [redacted] complaint regarding her dissatisfaction with the performance of her refrigerator and her request for an exchange.
Ms. [redacted] stated in her rebuttal that the temperature in the drawer was 48 degrees; however the technician’s notes did not confirm this reading. Since our technician did not report his finding to our Strategic Technical Assistance Center (STAC), we contacted Ms. [redacted] and offered to schedule service to get the temperature readings in all of the refrigerator drawers. Our technician has been instructed to report his findings, and take pictures for documentation; Ms. [redacted] agreed and service was scheduled.
On March 1, 2017 our technician arrived to assess the temperature issue. Our technician took photos and temperature readings in various areas of the refrigerator, the freezer, and in the compartments. The temperature readings in the refrigerator and drawers ranged from 37.4 – 42.1 degrees Fahrenheit; with an average temperature of 40.3 degrees Fahrenheit. Keep in mind that both the refrigerator and freezer doors had been open a while when the technician took the temperatures. It doesn’t take long for temperatures to rise when a door is open which is explains the one reading of 42.1 degrees. According to the owner’s manual page 8 the temperatures can be set for between 33.0 - 45.0 degrees Fahrenheit in the refrigerator and -5.0 - 5.0 degrees Fahrenheit in the freezer. It is best to have the refrigerator set between 36.0 – 38.0 degrees Fahrenheit & the freezer between -1.0 - 2.0 degrees Fahrenheit. If the temperatures are set too cold the appliance will be susceptible to excessive frost and freezing in the refrigerator. He reported his findings to STAC and it was determined that there is not an issue with the operation of this refrigerator.
We contacted Ms. [redacted] and informed her that the refrigerator has been confirmed more than once that it is working within specifications and does not qualify for an exchange. Since Ms. [redacted] is dissatisfied with her refrigerator, and as a good-will gesture, we offered Ms. [redacted] a 30% discount towards a new refrigerator from Sears; she declined the offer. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
December 7, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted]- Paul [redacted] Dear...
Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his air conditioning system. According to our records, a settlement agreement with a proposal to provide Mr. [redacted] with a check for the value of a comparable item was sent to him. In light of the aforementioned information, we have closed our file. We apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Specialist, Regulatory ComplaintsEmail: Tammie.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 29, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Carrie D[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mrs. D[redacted] complaint regarding her dissatisfaction with the quality and...
performance of the tractor; and her request for an exchange or return.
We apologize that Mrs. D[redacted] tractor failed to meet her expectations and failed sooner than expected. Upon receipt of the complaint, Case Manager Jennifer C[redacted], and reviewed the service order notes related to the tractor. On October 5, 2017 Ms. C[redacted] spoke to Mr. D[redacted] and offered to exchange the tractor for another model. On October 28, 2017 Mr. D[redacted] accepted the offer and provided Ms. C[redacted] with his selection. The tractor was ordered and the delivery was completed on November 28, 2017. With that being said, since we have addressed the issue brought forth in Mrs. D[redacted] complaint, we have closed our file.
We apologize to Mrs. D[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
January 4, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Gary L. H[redacted] Dear [redacted] We have completed our...
investigation of Mr. H[redacted] complaint regarding his tractor. As Mr. H[redacted] noted, his tractor was purchased in November of 2016 and our return policy is only valid for 30 days from the date of purchase. Accordingly, a refund or exchange would not be possible under that policy and the terms of his manufacturer’s warranty would apply. Those terms note that repair is the only option unless the item is determined to be un-repairable and the cause is not linked to an external source such as misuse or negligence. Our technicians have been to Mr. H[redacted] residence on three separate occasions according to our records and even though they inspected the tractor including a test drive, nothing was found to be wrong. We want to point out to Mr. H[redacted] that the owner’s manual notes that inclines greater than 15 degrees should not be driven up or down on the tractor. If this is what Mr. H[redacted] is attempting, then that is contrary to the design of the tractor. Additionally, any hill or incline should be driven up or down more slowly than the speed used on a flat surface. Regardless, we have no records of any related recalls for this model on file from the manufacturer, which is [redacted]. In regard to the labeling on the tractor, Craftsman is a brand and [redacted] manufactures the tractors to our design specifications, but the item is a Craftsman branded tractor. Nothing has changed; the item is what was described to Mr. H[redacted] when he purchased it. In closing, we will continue to honor the terms of Mr. H[redacted] manufacturer’s warranty should the need arise, by providing service as necessary, but we are not obligated to honor his request as noted above; therefore, we have closed our file. We apologize to Mr. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted] I am pleased with the service I received. The technician Shane was wonderful.
July 12, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ghianni [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we show that a refund was processed on June 30, 2016, for a full refund of $982.28. Mr. [redacted] can expect to show this credit post to his account within 3 to 5 business days or depending on his financial institutions timeframe. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted]’s concerns and 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
Complaint: [redacted]
I am rejecting this response because: It does not address my problem of buying a lemon lawn tractor.
Sincerely,
Jim [redacted]
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her freezer. It is unfortunate...
that we failed Ms. [redacted] expectations in regard to her freezer. We would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we reviewed the notes in our service system. Ms. [redacted] has had three service calls completed; however, parts were only replaced once. During two of the service calls, the technician cleaned the drain, which is actually a maintenance issue and not a problem caused by a failed part. While we understand that Ms. [redacted] is dissatisfied with her freezer, she is not entitled to a refund. The unit was purchased nearly a year ago and per Sears’ Return Policy, a refund or exchange can only be provided within 30 days of purchase. With that said, as a courtesy, we have processed a refund of the service fee Ms. [redacted] was charged in September - $42.50. Ms. [redacted] should receive a check in the next two weeks. Since we have completed the repair to Ms. [redacted] freezer, 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
August 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Chris [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent visit to one...
of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Marcos [redacted], Auto Center Manager of unit# [redacted] who has attempted to reach Mr. [redacted] several times but has not been able to speak with him. We would like to offer Mr. [redacted] a full refund per his request. Mr. [redacted] can either call the auto center or come to the auto center and his monies will be refunded. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com