Initial Business Response /* (1000, 5, 2015/04/06) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
April 6, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the repair of her washer/dryer combination.
Prior to receiving [redacted] complaint from your agency, we were notified of his concerns through the Washington [redacted]. We investigated the matter and responded to the [redacted]l accordingly. The [redacted]l subsequently closed the case on April 1, 2015. We will provide your agency with the same information we provided the [redacted]l.
Prior to receiving [redacted] complaint, we found that he contacted our Protection Agreement Benefits Administration office for assistance. On March 9, 2015, he was provided with a refund for $119.36, for the repair that should have been covered under his protection agreement. Furthermore, [redacted] was offered a $500.00 voucher to replace his laundry center. [redacted] accepted the replacement voucher and is in the process of reselecting. With that said, since we have provided [redacted] with an equitable resolution, we have closed our file.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
My main complaint for this time is the $138 cancellation fee on 4/3. Your company didn't stand by what you promise customer. Your staff told me that I can cancel the service at anytime without any obligations. Your company operates without any receipts or documents to customer. Just for fixing one problem, I had to make so many phone calls. There always is a problem after another problem. This is a very bad service. I complained thru Washington [redacted] for just one problem that you didn't want to fix my machine. This is another problem for you to refund my $138 for your wrong cancellation fee that you didn't keep your promise to customer. You may review my first complaint thru Revdex.com for a main reason why I want to cancel your service and my desire solution which is to refund my $138 and make sure to cancel the service. I have not received any documents (even an email) from your company that you cancel the service 100% completely.
Thanks for your consideration,
[redacted]
Final Business Response /* (4000, 9, 2015/04/12) */
April 12, 2015
[redacted]
[redacted]
We have completed the investigation of[redacted] rebuttal regarding the repair of her washer/dryer combination.
We have received[redacted] rebuttal regarding receiving $138.00 credit for cancelling her service agreement. Our offices reached out to [redacted] and she explained the numerous issues she had with our repair service and especially phone agents who were not helpful. Sears generally does not refund early cancellation of a protection agreement but as a one-time customer courtesy, have agreed to refund due to the poor customer experience she has had. I have processed a bank check in the amount of $138.00 and it will be received within 10-14 business days to [redacted] WA [redacted] which [redacted] verified is where she would like the check to be mailed. Because we have provided [redacted] with her requested resolution, we have closed our files.
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.
[redacted]
February 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal complaint to the previous response provided. We would first like to advise Ms. [redacted] that since she has brought her concerns to the Revdex.com, any correspondence that is sent to Sears Holdings Corporation (SHC) will be directed to our offices. We are committed to providing a response, on behalf of SHC, to the Revdex.com with the knowledge that it will be made available to Ms. Lambert. After receiving this matter we researched the order and processed return labels to resolve this matter. Unfortunately, Ms. [redacted] did not give us an chance to assist her as she stated that she returned the items and paid out of pocket $18.85. We sent an email correspondence to Ms. [redacted] on February 20, 2017, asking that she provide us with the tracking numbers for the merchandise she returned. We explained that once the order has been verified, a refund would be issued. Additionally, we asked that she provide a copy of her receipt for the labels so that we could issue reimbursement for the amount she paid out of pocket. We have not received a response from Ms. [redacted] to date. Ms. [redacted] may email the information we need to [redacted] so that we can ensure that a refund is processed. In the interim, we respectfully ask to have this matter remain closed. 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] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. B[redacted] rebuttal to our previous response. As we stated in our original response, the check was processed on September 7, 2017, and it should be received in seven to ten business days. This means that Ms. B[redacted] can expect it between September 18, 2017, and September 21, 2017; in other words, Ms. B[redacted] has not allowed enough time for the check to be received before she contacted your agency to state that he has yet to receive it. If Ms. B[redacted] does not receive the check by the end of business on September 21st, then we can look into the matter. Furthermore, we would like to point out that we were under no obligation to provide any refund to Ms. B[redacted]; it was provided solely as a one-time courtesy and we will not be granting Ms. B[redacted] any further compensation. With that said, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her laundry center. Per the terms and...
conditions of the Master Protection Agreement (MPA) covering her laundry center, it has been approved for replacement. I have emailed Ms. [redacted] so she is aware of the approval to replace. If Ms. [redacted] has any additional questions or concerns, she can email me. 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Within Ms. [redacted] rebuttal she asks for food loss reimbursement as well as a refund of her deductible. We feel it is important to remind Ms. [redacted] that she does not have her refrigerator covered by a Sears Protection Agreement. Ms. [redacted] has her refrigerator covered by a service contract administered by [redacted] (CCHS), not Sears. Therefore we are not able to provide Ms. [redacted] with her requested refund. We recommend Ms. [redacted] contact [redacted] at [redacted]. Since we have clarified that Ms. [redacted] will need to resolve her concerns with CCHS, our file remains 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 18, 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...
refrigerator. We have arranged for Mr. [redacted] to receive the refrigerator he mentioned at no cost to himself as a courtesy. Currently, the delivery is scheduled for July 25, 2106. We want to thank Mr. [redacted] for bringing this matter to our attention and for his patience as well. In light of the aforementioned information, we respectfully ask that this matter be considered 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, [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,
Domenick P[redacted]
November 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Sherry [redacted] Dear Mrs. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the pricing of some items she...
wished to purchase recently. Store Manager Raimi [redacted] provided the following response: I have spoken with Ms. [redacted] regarding this issue. It was discovered that the item in question were pet waste bags and the colored ones are clearly marked as being much higher priced than the plain colored version. We apologize if this was not clear. I encourage Ms. [redacted] to ask for myself or the manager on duty if she should have any further concerns while visiting the store. In light of the aforementioned information, we respectfully ask that this matter be considered resolved. Again, we apologize to Ms. [redacted] and we 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 Tammie.[redacted]@searshc.com [redacted]
July 1, 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 dissatisfaction with our...
customer service and delay in having her check reissued. It is unfortunate that we failed Ms. [redacted] expectations when she recently requested assistance from Sears. We value Ms. [redacted] patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As clarification, our switchboard operator performs administrative duties for executives within our corporate office. The switchboard operator is not an employee of our customer care network and, therefore, is not trained in complaint resolution. For this reason, callers may be transferred or referred to our Member Services Organization at [redacted] where they may select from a list of prompts meant to guide them to a customer service representative empowered to assist by either directly resolving the issue or corresponding with an appropriate party to reach a resolution. We apologize if this process was not clear, did not work as expected, or caused Ms. [redacted] any inconvenience. With that having been said, upon receipt of this complaint, our records indicated that Ms. [redacted] local Sears Store had already contacted our accounting office, which was in the process of verifying her check before reissuing it on June 20, 2016. On June 23, 2016, Ms. [redacted] informed [redacted] Strategic Member Services Case Manager, that she received the check and no longer needed her assistance. At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted] comments and the requested 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]
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]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delivery and installation of the built-in...
oven he purchased. Upon receipt of [redacted] complaint we reviewed the order notes related to the purchase of his oven. According to our notes, the delivery delays were considered manufacturer delays. As clarification, we receive our availability and delivery information direct from the manufacturer. Because of the large selection of the merchandise we sell, we don’t stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. Unfortunately, sometimes we may not be notified of a delay until the day of the delivery. The initial oven that [redacted] purchased had several manufacturer delays, until we received notification from the manufacturer that the item was no longer available and the order was cancelled. [redacted] was informed that he had to reselect another model. Unfortunately, this model also had manufacturer delays and delivery had to be rescheduled. Furthermore, the installation contractor will schedule a tentative installation date in line with the expected delivery date. If a unit is delayed, then the installer is notified of the delay in order to postpone installation. Our records indicate that [redacted]’s oven was delivered on February 22, 2016. Regrettably, the power cord was damaged and had to be repaired. On March 3, 2016 the power cord on the oven was repaired and the installation was completed on March 7, 2016. With that being said, since we have addressed the concerns brought forth in [redacted]’s complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 5, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Richard J[redacted] A[redacted] Dear [redacted] We have completed the investigation of A[redacted] complaint regarding her recent online order....
Tracey K[redacted] Carry-In Operations Lead for Unit [redacted] provided the following response: After reviewing the complaint filed, our records show that Mr. A[redacted] brought his trimmer in for repair on September 8, 2017. Service found that the shaft, hub, cable and cutting head had to be replaced. The repairs were considered economical based on the core value of the trimmer. Therefore, service authorized repair on September 11, 2017, which was completed on September 28, 2017. A review of Mr. A[redacted]’s profile and history of this particular trimmer does not reflect any previous repairs for this trimmer. As such, the trimmer does not qualify for a replacement, credit or refund at this time. However, the repair has been completed by the provider and Mr. A[redacted] may retrieve the product at this time. In the interim, we have noted Mr. A[redacted]’s concerns and respectfully ask to have this matter closed, since repair is completed. 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
June 9, 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] rebuttal. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the results of our investigation, we are unable to grant her request to listen to the recorded call as these are the property of Sears Holdings Corporation and are not released to the general public. This case remains closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: No explanation as to where you came up with the refund. Where in the agreement did you base this amount off of. Your customer service in the call center is by far the worst I have ever delt with. An there has been no apology for the way you have treated us. Your repairmen care but the call center and management have not shown any concern.
Sincerely,
[redacted]
February 4, 2017 [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...
washer. According to our records, Mr. [redacted] request was granted as the parts were sent, requiring no installation on our part as a one-time courtesy. 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, [redacted] Specialist, Regulatory Complaints [redacted]
Complaint: [redacted]
I am rejecting this response because: The answer is insincere and does not address my initial concern that Sears held my money for 15 days before they even began to process the refund. The customer service was terrible, and Sears tried to pass responsibility back onto my bank, which ADDED to the time it took me to get a refund. This is NOT their money, it is mine, and they took it immediately, but intentionally delayed and deflected to slow the refund process down.
Sincerely,
Michael [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears fund owed to him by Sears. We have processed a check in...
the amount of $40.21 to fully refund Mr. [redacted] for the purchase of a mini fridge. If Mr. [redacted] has any other concerns, I invite him to contact me at [redacted] or via email at [redacted]. Since we have processed the aforementioned check, we ask that 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 24, 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 dissatisfaction with the multiple repairs on her...
dishwasher, and her request to return for a refund.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dishwasher repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We reviewed the service orders and notes related to Ms. [redacted] dishwasher. According to our records the most recent repair was completed on February 17, 2017. We contacted Ms. [redacted] and she confirmed that the repair was completed and the dishwasher was operational at this time. We advised Ms. [redacted] that the dishwasher did not qualify for a return since the purchase was over our 30 day return period. She voiced her concern that she had only used it twice since the last repair. To provide her additional assurance, we offered to add a one year protection agreement on the dishwasher; at no additional cost. We also advised her to contact us directly if she had any additional issues with the dishwasher within the next six months and we would exchange it after our technician confirmed it was non-operational; she accepted the offers. Ms. [redacted] should receive a copy of the certificate of the protection agreement within 2 – 4 weeks. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Claudia [redacted]#11961148 Dear Ms. [redacted]: We have not completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services. Within Ms. [redacted]’s complaint she notes that...
her desired resolution was to have the results of her service calls reported to her warranty company, American Home Shield. I attempted to discuss Ms. [redacted]’s complaint with her this morning, February 10, 2017, but she disconnected the call. Additionally, when Joe Haberland contacted Ms. [redacted] on February 3, 2017 at 12.40pm, she also disconnected the call. Since we have not been provided with the opportunity to speak with Ms. [redacted], we are unable to assist. That said we ask that this complaint be closed pending further contact. 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: there was no glitch in the system, I made several calls and emails. Sears tied up my money for several months leaving my family without a range and offered no solutions. A 5 percent discount on a 6 thousand dollar range is a slap in the face. Sears owes me the difference for buying the range through KitchenAid direct which has also had several other customers call with the same problem. Also I had to pay finance charges on my credit card because of the huge delay on sears behalf. Some restitution is warranted
Sincerely,
Eric [redacted]
Initial Business Response /* (1000, 5, 2015/04/06) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
April 6, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the repair of her washer/dryer combination.
Prior to receiving [redacted] complaint from your agency, we were notified of his concerns through the Washington [redacted]. We investigated the matter and responded to the [redacted]l accordingly. The [redacted]l subsequently closed the case on April 1, 2015. We will provide your agency with the same information we provided the [redacted]l.
Prior to receiving [redacted] complaint, we found that he contacted our Protection Agreement Benefits Administration office for assistance. On March 9, 2015, he was provided with a refund for $119.36, for the repair that should have been covered under his protection agreement. Furthermore, [redacted] was offered a $500.00 voucher to replace his laundry center. [redacted] accepted the replacement voucher and is in the process of reselecting. With that said, since we have provided [redacted] with an equitable resolution, we have closed our file.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
My main complaint for this time is the $138 cancellation fee on 4/3. Your company didn't stand by what you promise customer. Your staff told me that I can cancel the service at anytime without any obligations. Your company operates without any receipts or documents to customer. Just for fixing one problem, I had to make so many phone calls. There always is a problem after another problem. This is a very bad service. I complained thru Washington [redacted] for just one problem that you didn't want to fix my machine. This is another problem for you to refund my $138 for your wrong cancellation fee that you didn't keep your promise to customer. You may review my first complaint thru Revdex.com for a main reason why I want to cancel your service and my desire solution which is to refund my $138 and make sure to cancel the service. I have not received any documents (even an email) from your company that you cancel the service 100% completely.
Thanks for your consideration,
[redacted]
Final Business Response /* (4000, 9, 2015/04/12) */
April 12, 2015
[redacted]
[redacted]
We have completed the investigation of[redacted] rebuttal regarding the repair of her washer/dryer combination.
We have received[redacted] rebuttal regarding receiving $138.00 credit for cancelling her service agreement. Our offices reached out to [redacted] and she explained the numerous issues she had with our repair service and especially phone agents who were not helpful. Sears generally does not refund early cancellation of a protection agreement but as a one-time customer courtesy, have agreed to refund due to the poor customer experience she has had. I have processed a bank check in the amount of $138.00 and it will be received within 10-14 business days to [redacted] WA [redacted] which [redacted] verified is where she would like the check to be mailed. Because we have provided [redacted] with her requested resolution, we have closed our files.
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.
[redacted]
February 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal complaint to the previous response provided. We would first like to advise Ms. [redacted] that since she has brought her concerns to the Revdex.com, any correspondence that is sent to Sears Holdings Corporation (SHC) will be directed to our offices. We are committed to providing a response, on behalf of SHC, to the Revdex.com with the knowledge that it will be made available to Ms. Lambert. After receiving this matter we researched the order and processed return labels to resolve this matter. Unfortunately, Ms. [redacted] did not give us an chance to assist her as she stated that she returned the items and paid out of pocket $18.85. We sent an email correspondence to Ms. [redacted] on February 20, 2017, asking that she provide us with the tracking numbers for the merchandise she returned. We explained that once the order has been verified, a refund would be issued. Additionally, we asked that she provide a copy of her receipt for the labels so that we could issue reimbursement for the amount she paid out of pocket. We have not received a response from Ms. [redacted] to date. Ms. [redacted] may email the information we need to [redacted] so that we can ensure that a refund is processed. In the interim, we respectfully ask to have this matter remain closed. 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] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. B[redacted] rebuttal to our previous response. As we stated in our original response, the check was processed on September 7, 2017, and it should be received in seven to ten business days. This means that Ms. B[redacted] can expect it between September 18, 2017, and September 21, 2017; in other words, Ms. B[redacted] has not allowed enough time for the check to be received before she contacted your agency to state that he has yet to receive it. If Ms. B[redacted] does not receive the check by the end of business on September 21st, then we can look into the matter. Furthermore, we would like to point out that we were under no obligation to provide any refund to Ms. B[redacted]; it was provided solely as a one-time courtesy and we will not be granting Ms. B[redacted] any further compensation. With that said, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her laundry center. Per the terms and...
conditions of the Master Protection Agreement (MPA) covering her laundry center, it has been approved for replacement. I have emailed Ms. [redacted] so she is aware of the approval to replace. If Ms. [redacted] has any additional questions or concerns, she can email me. 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Within Ms. [redacted] rebuttal she asks for food loss reimbursement as well as a refund of her deductible. We feel it is important to remind Ms. [redacted] that she does not have her refrigerator covered by a Sears Protection Agreement. Ms. [redacted] has her refrigerator covered by a service contract administered by [redacted] (CCHS), not Sears. Therefore we are not able to provide Ms. [redacted] with her requested refund. We recommend Ms. [redacted] contact [redacted] at [redacted]. Since we have clarified that Ms. [redacted] will need to resolve her concerns with CCHS, our file remains 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 18, 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...
refrigerator. We have arranged for Mr. [redacted] to receive the refrigerator he mentioned at no cost to himself as a courtesy. Currently, the delivery is scheduled for July 25, 2106. We want to thank Mr. [redacted] for bringing this matter to our attention and for his patience as well. In light of the aforementioned information, we respectfully ask that this matter be considered 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, [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,
Domenick P[redacted]
November 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Sherry [redacted] Dear Mrs. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the pricing of some items she...
wished to purchase recently. Store Manager Raimi [redacted] provided the following response: I have spoken with Ms. [redacted] regarding this issue. It was discovered that the item in question were pet waste bags and the colored ones are clearly marked as being much higher priced than the plain colored version. We apologize if this was not clear. I encourage Ms. [redacted] to ask for myself or the manager on duty if she should have any further concerns while visiting the store. In light of the aforementioned information, we respectfully ask that this matter be considered resolved. Again, we apologize to Ms. [redacted] and we 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 Tammie.[redacted]@searshc.com [redacted]
July 1, 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 dissatisfaction with our...
customer service and delay in having her check reissued. It is unfortunate that we failed Ms. [redacted] expectations when she recently requested assistance from Sears. We value Ms. [redacted] patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As clarification, our switchboard operator performs administrative duties for executives within our corporate office. The switchboard operator is not an employee of our customer care network and, therefore, is not trained in complaint resolution. For this reason, callers may be transferred or referred to our Member Services Organization at [redacted] where they may select from a list of prompts meant to guide them to a customer service representative empowered to assist by either directly resolving the issue or corresponding with an appropriate party to reach a resolution. We apologize if this process was not clear, did not work as expected, or caused Ms. [redacted] any inconvenience. With that having been said, upon receipt of this complaint, our records indicated that Ms. [redacted] local Sears Store had already contacted our accounting office, which was in the process of verifying her check before reissuing it on June 20, 2016. On June 23, 2016, Ms. [redacted] informed [redacted] Strategic Member Services Case Manager, that she received the check and no longer needed her assistance. At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted] comments and the requested 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]
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]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delivery and installation of the built-in...
oven he purchased. Upon receipt of [redacted] complaint we reviewed the order notes related to the purchase of his oven. According to our notes, the delivery delays were considered manufacturer delays. As clarification, we receive our availability and delivery information direct from the manufacturer. Because of the large selection of the merchandise we sell, we don’t stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. Unfortunately, sometimes we may not be notified of a delay until the day of the delivery. The initial oven that [redacted] purchased had several manufacturer delays, until we received notification from the manufacturer that the item was no longer available and the order was cancelled. [redacted] was informed that he had to reselect another model. Unfortunately, this model also had manufacturer delays and delivery had to be rescheduled. Furthermore, the installation contractor will schedule a tentative installation date in line with the expected delivery date. If a unit is delayed, then the installer is notified of the delay in order to postpone installation. Our records indicate that [redacted]’s oven was delivered on February 22, 2016. Regrettably, the power cord was damaged and had to be repaired. On March 3, 2016 the power cord on the oven was repaired and the installation was completed on March 7, 2016. With that being said, since we have addressed the concerns brought forth in [redacted]’s complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 5, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Richard J[redacted] A[redacted] Dear [redacted] We have completed the investigation of A[redacted] complaint regarding her recent online order....
Tracey K[redacted] Carry-In Operations Lead for Unit [redacted] provided the following response: After reviewing the complaint filed, our records show that Mr. A[redacted] brought his trimmer in for repair on September 8, 2017. Service found that the shaft, hub, cable and cutting head had to be replaced. The repairs were considered economical based on the core value of the trimmer. Therefore, service authorized repair on September 11, 2017, which was completed on September 28, 2017. A review of Mr. A[redacted]’s profile and history of this particular trimmer does not reflect any previous repairs for this trimmer. As such, the trimmer does not qualify for a replacement, credit or refund at this time. However, the repair has been completed by the provider and Mr. A[redacted] may retrieve the product at this time. In the interim, we have noted Mr. A[redacted]’s concerns and respectfully ask to have this matter closed, since repair is completed. 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
June 9, 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] rebuttal. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the results of our investigation, we are unable to grant her request to listen to the recorded call as these are the property of Sears Holdings Corporation and are not released to the general public. This case remains closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: No explanation as to where you came up with the refund. Where in the agreement did you base this amount off of. Your customer service in the call center is by far the worst I have ever delt with. An there has been no apology for the way you have treated us. Your repairmen care but the call center and management have not shown any concern.
Sincerely,
[redacted]
February 4, 2017 [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...
washer. According to our records, Mr. [redacted] request was granted as the parts were sent, requiring no installation on our part as a one-time courtesy. 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, [redacted] Specialist, Regulatory Complaints [redacted]
Complaint: [redacted]
I am rejecting this response because: The answer is insincere and does not address my initial concern that Sears held my money for 15 days before they even began to process the refund. The customer service was terrible, and Sears tried to pass responsibility back onto my bank, which ADDED to the time it took me to get a refund. This is NOT their money, it is mine, and they took it immediately, but intentionally delayed and deflected to slow the refund process down.
Sincerely,
Michael [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears fund owed to him by Sears. We have processed a check in...
the amount of $40.21 to fully refund Mr. [redacted] for the purchase of a mini fridge. If Mr. [redacted] has any other concerns, I invite him to contact me at [redacted] or via email at [redacted]. Since we have processed the aforementioned check, we ask that 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 24, 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 dissatisfaction with the multiple repairs on her...
dishwasher, and her request to return for a refund.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dishwasher repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We reviewed the service orders and notes related to Ms. [redacted] dishwasher. According to our records the most recent repair was completed on February 17, 2017. We contacted Ms. [redacted] and she confirmed that the repair was completed and the dishwasher was operational at this time. We advised Ms. [redacted] that the dishwasher did not qualify for a return since the purchase was over our 30 day return period. She voiced her concern that she had only used it twice since the last repair. To provide her additional assurance, we offered to add a one year protection agreement on the dishwasher; at no additional cost. We also advised her to contact us directly if she had any additional issues with the dishwasher within the next six months and we would exchange it after our technician confirmed it was non-operational; she accepted the offers. Ms. [redacted] should receive a copy of the certificate of the protection agreement within 2 – 4 weeks. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Claudia [redacted]#11961148 Dear Ms. [redacted]: We have not completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services. Within Ms. [redacted]’s complaint she notes that...
her desired resolution was to have the results of her service calls reported to her warranty company, American Home Shield. I attempted to discuss Ms. [redacted]’s complaint with her this morning, February 10, 2017, but she disconnected the call. Additionally, when Joe Haberland contacted Ms. [redacted] on February 3, 2017 at 12.40pm, she also disconnected the call. Since we have not been provided with the opportunity to speak with Ms. [redacted], we are unable to assist. That said we ask that this complaint be closed pending further contact. 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: there was no glitch in the system, I made several calls and emails. Sears tied up my money for several months leaving my family without a range and offered no solutions. A 5 percent discount on a 6 thousand dollar range is a slap in the face. Sears owes me the difference for buying the range through KitchenAid direct which has also had several other customers call with the same problem. Also I had to pay finance charges on my credit card because of the huge delay on sears behalf. Some restitution is warranted
Sincerely,
Eric [redacted]