November 9, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – Monica [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***’ complaint regarding her recent online order Joseph [redacted] Store General Manager for Kmart Unit 7415, provided the following response: After forwarding the feedback that Ms [redacted] provided regarding the experienced she had in the local store, we have decided to make an exception and process a return for the merchandiseWe contacted Ms [redacted] by phone but she was not able to speak at the timeHowever, we will advise her of our offer to return the merchandise for a full refund once she returns our callShould Ms [redacted] have any further questions from this point on, we encourage her to contact our store directly at (***) [redacted] so that we may have an opportunity to resolve the matterWith that said, since we will be honoring Ms***’ requested resolution, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of one of the two items she ordered from kmart.com It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, although [redacted] records confirmed that the package delivered for Ms [redacted] matched the total weight of the items she ordered, a refund of $was issued to her account ending in [redacted] for one of the items on December 21, As an apology for her experience, we would like to offer Ms [redacted] a $gift card, which she may use at any Sears or Kmart store to replace her order or purchase a different item If Ms [redacted] would like to accept this offer, she may contact Regulatory Complaint Specialist [redacted] within thirty days from the date of this letter In the interim, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and an equitable resolution has been proposed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because: I did follow the instructions of cleaning in the areas mentioned in the manual There were no spills or grease in the area of the window gasket and liner There was a small area of grease inside the oven and not around the front window You have misinterpreted my complaint as the technician that came out said that using the self-clean function can cause grease being cleaned to go through the front door vents and cause grease spots on the inside window This is what I am complaining about This is what the manual does not address nor did the salesman address this There are many complaints about this on the web Sincerely, Carol B***
Complaint: [redacted] I am rejecting this response because:After being told this several times beforeI would like to wait to receive my funds before closing the case! I do appreciate your generous response unfortunately I come to feel that's not enough from all the lies and run around I've been told in the past in regards to my purchase up until my refundPlease understand my concern and know once my refund has been received all matters and issues will be resolved and closed Sincerely, [redacted] ***
Complaint: am rejecting this response because: We paid for a professional installation and set up from Sear Sears as an agent of [redacted] should have knowledge of the products they sell and deliver and advise the consumer accordinglyThis is important most especially if the position of Sears is going to be it is in the owners manualJust thinking another good practice would be to give the owners manual to the consumer prior to set up so it can be studied and the consumer can make an informed decisionSears did not do this but then wants to fall back on this as a way out As a professional myself I have a duty to my clients to advise against certain things to allow my client to make an informed decisionThe manual should have been provided to us prior to set upA voicemail received stated it is the practice of Sears to give it after the factWe have another piece of equipment that we never received a manual for from SearsSo apparently their practice of giving an owners manual is hit and missWe incurred an additional expense to have the equipment moved into our home after the [redacted] rep visitWe should of not had to incur this expense It is clear Sears will take no responsibility for an up front error with deliverySears voided the warranty through their negligenceAlso it is curious to mention that on this piece of equipment Sears tried to sell us and extended warrantyIn talks with the local store they informed us they were not permitted to touch Nordic Track equipmentInteresting the extent Sears will go to gouge its consumerCertainly not the Sears of my youth when my parents only bought Sears appliances, lawn equipment, etcNow a disorganized, money grubbing machinery that has no accountability for any of its agentsAnd very condescending in their language when a problem arises Sincerely, Bonni [redacted]
Complaint: [redacted] I am rejecting this response because:Again, I would like to make it known that, the computer notes of my phone call on November 11th to Ken (I was not given any last names) may not indicate what he told me but the recording willHas anyone contacted Ken? Has anyone contacted David? The overflow agent? Has anyone contacted the District Service Manager? At one point Jenny, I am assuming that this is Ms [redacted] because I was not given any last names, told me in our phone conversation, that she did not know who Ken wasI asked either her or Michelle if there was a way to find out and call him and they said noI said there has to be some way....an employee #, location # or something that he is identified byThen later in our conversation Jenny said, Ken misspoke and he will be reprimandedHow will you reprimand him if you don’t know who he is or where he is? Just lies! I know what I was told and the recorded conversation will tell the truth...only if someone would listen to itLong story short......I understand the MPA ......BUT....A promise was made and has been broken by Sears! According to Merriam Webster Dictionary, a promise is “a statement telling someone that you will definitely do something or that something will definitely happen in the future.” Not the Sears from years ago! Sincerely, Lawanna [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: William [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding repairs to his home air conditioner and the Sears Home WarrantyIt is first important to note that the Sears Home Warranty is administered by Cross Country Home Services (CCHS), not SearsThat said, Ashley [redacted] from CCHS has informed our office that Mr [redacted] has accepted a check which was sent out several days agoIf Mr [redacted] has any concerns about his claim he needs to contact Ashely [redacted] at a [redacted] @cchs.com or by phone by calling 800-531-extSince we have been advised that Mr [redacted] ’s check was processed we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order we forwarded this matter to the Corporate Gift Card department who confirmed that the gift cards were restored on June 20, Additionally, the gift cards have already been redeemed on a subsequent purchaseWe 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, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Jim ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding a garden tractor purchased from SearsThe tractor noted in Mr***’s complaint was purchased from Sears on January 2, It is important to add that Sears’ return policy is for a period of daysThe first time Sears serviced the tractor was on July 27th, some months after its purchase, when an alternator was replacedOn August 2, 2016, the unit would not state due to a ground wire that was not properly connected, this was related to the replacement of the alternatorWe replaced a belt and pulleySince we have clarified that Sears’ return policy is for days and have noted the completed service, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
March 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of Mr [redacted] complaint regarding replacement of his dryer Upon receipt of Mr [redacted] complaint, we found that his dryer was replaced under the terms and conditions of his Master Protection Agreement and the new dryer is set for delivery on March 4, If Mr [redacted] is still in need of assistance he need only contact Sears Protection Agreement Benefits office directly at [redacted] Since we have replaced Mr [redacted] dryer we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:the company had plenty of time to resolve my complaint but instead, they are requesting more timeThis whole issue with Serars Home Warranty has already been going on since NovemberNothing is ever resolved with them, especially, in favor of a customer Sincerely, Alissa [redacted]
August 16, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Terry *** Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding the charges she was assessed for the repair to her refrigeratorWe would first like to explain that under our guarantee on our repairs, if further labor is needed and it is established to be related to the original repair, then it is done at no chargeThe only charges that are usually assessed would be the cost of any further parts that were not previously installedSo this means in Ms***’s case, that on her last repair order, she should not have been charged for labor of $plus tax of $Instead of doing this though, the technician set up Ms [redacted] to have the first service call refunded to her for $158.59, when in fact that amount was comprised solely of labor and the diagnostic fee and should have covered the labor on the other callSo this means if Ms [redacted] had received the refund of $158.59, we would still have owed her an additional $ What the technician did not realize is that when our billing department received the CWO form to refund Ms [redacted] for the labor on the first call, they deducted the non-refundable trip/diagnostic fee and that is why she was sent a check for only $Therefore, it is our finding that Ms [redacted] is owed a refund of $ We would like to credit her Visa account ending in with this amount, but we no longer have access to the full account number as it has dropped out of our system due to the length of time since we took the paymentIf Ms [redacted] could email me at Dana[redacted] @searshc.com or call me at [redacted] to give the first digits of the digit Visa card ending in 1615, I would be able to issue a refund to her account of $As far as the water filter is concerned, we could not find any orders for this in the service orders for the refrigeratorWe are unsure whether this was called in to our PartsDirect department or whatIf Ms [redacted] could provide us with the receipt for the payment for the water filter, or the card number she used to pay for it with, we could search our database to see where the charge originated and then follow up with that group to see why she never received the part or a refundWith that said, since we are willing to provide refunds and are only awaiting additional info from Ms***, we have closed our case pending her responseWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10982063, and find that this resolution is satisfactory to me Sincerely, Chryl [redacted]
July 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations as we value her patronageWe can understand how the series of events detailed in the complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe truly regret any inconvenience Mr [redacted] may have experienced After reviewing the notes in his order we found that Sears Online processed a full credit on July 1, Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided and we have noted his concerns, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Ephraim [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding the Sears Home Warranty and repairs to his home air-conditioning system Brian ***, Cross Country Home Services, Customer Advocate provided the following response: Our office has spoken with Mr [redacted] and he has confirmed that the repairs to his system have been completed While it is unfortunate there were service related issues, it is important to note that weather did hamper the repair processMoving forward, if Mr [redacted] has any additional questions or concerns, he can contact Cross Country Home Services, the administrator of the Sears Home Warranty by calling our office at ***-***-***At this time since we have confirmed the aforementioned repairs, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 10, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding Sears Duct CleaningFirst, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled a duct/furnace cleaning Our records show that several attempts have been made to contact Ms [redacted] to discuss her concerns; however, Ms [redacted] has not responded to the voice mails We value Ms [redacted] patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call [redacted] at her convenience if she requires further assistance In the interim, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: I received two voicemails from an employee named David at the store, and I have tried to call him back for the past two days No one would answer the phone in Tuesday, and I left a message with an associate yesterday and have yet to receive a call backI also received a voicemail from Mr [redacted] and called him back and left a voicemail message on TuesdayI have yet to receive a call back from him Sincerely, [redacted] ***
October 23, Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: #- Tina Marie [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mrs***'s complaint regarding charges for a kit she had already purchased Kathy [redacted] , Customer Service Representative for Sears installation Services, has provided the following response: We attempted to contact Mrs [redacted] by telephone on October 22, 2015, but were unable to speak with herI left a message with my contact information, asking her to return my call so that we could discuss her issue further and provide the proper reimbursement; however, Mrs [redacted] has not yet repliedUntil we have an opportunity to discuss this matter with her, we are unable to work toward her preferred resolutionIf Mrs [redacted] still requires assistance, she is welcome to contact me directly at [redacted] We ask to have this matter closed in the interim, pending Mrs***'s response We apologize to Mrs [redacted] for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 1-800-762-Ext
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Colin B [redacted] # [redacted] Dear Ms [redacted] : We have not fully completed the investigation of Mr [redacted] complaint regarding Sears Garage SolutionsIkea Carter, Sears Garage Solutions, Quality Control Manager provided the following response: I have been in contact with Mr [redacted] regarding his concernsCurrently Mr [redacted] is gathering documentation and has set the expectation that he will get it to my office for review in the next weeksI can be reached via email at Ikea[redacted] @searsservices.com or by calling [redacted] We will provide an additional update once we have received the documentation from Mr [redacted] 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - KRachel [redacted] Dear Ms [redacted] , Sears has resolved my complaint & I am happy with the resolutionThey refunded my full amount & did not charge me a restocking fee & also sent me a prepaid label to ship back the pillowsI shipped the pillows back on Tuesday, 8/11/via UPSSears told me to rest assured that they will not charge back my [redacted] accountPlease close this caseThank you so much for all your help in this matter KRachel [redacted] case# 945***
November 9, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – Monica [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***’ complaint regarding her recent online order Joseph [redacted] Store General Manager for Kmart Unit 7415, provided the following response: After forwarding the feedback that Ms [redacted] provided regarding the experienced she had in the local store, we have decided to make an exception and process a return for the merchandiseWe contacted Ms [redacted] by phone but she was not able to speak at the timeHowever, we will advise her of our offer to return the merchandise for a full refund once she returns our callShould Ms [redacted] have any further questions from this point on, we encourage her to contact our store directly at (***) [redacted] so that we may have an opportunity to resolve the matterWith that said, since we will be honoring Ms***’ requested resolution, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of one of the two items she ordered from kmart.com It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, although [redacted] records confirmed that the package delivered for Ms [redacted] matched the total weight of the items she ordered, a refund of $was issued to her account ending in [redacted] for one of the items on December 21, As an apology for her experience, we would like to offer Ms [redacted] a $gift card, which she may use at any Sears or Kmart store to replace her order or purchase a different item If Ms [redacted] would like to accept this offer, she may contact Regulatory Complaint Specialist [redacted] within thirty days from the date of this letter In the interim, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and an equitable resolution has been proposed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because: I did follow the instructions of cleaning in the areas mentioned in the manual There were no spills or grease in the area of the window gasket and liner There was a small area of grease inside the oven and not around the front window You have misinterpreted my complaint as the technician that came out said that using the self-clean function can cause grease being cleaned to go through the front door vents and cause grease spots on the inside window This is what I am complaining about This is what the manual does not address nor did the salesman address this There are many complaints about this on the web Sincerely, Carol B***
Complaint: [redacted] I am rejecting this response because:After being told this several times beforeI would like to wait to receive my funds before closing the case! I do appreciate your generous response unfortunately I come to feel that's not enough from all the lies and run around I've been told in the past in regards to my purchase up until my refundPlease understand my concern and know once my refund has been received all matters and issues will be resolved and closed Sincerely, [redacted] ***
Complaint: am rejecting this response because: We paid for a professional installation and set up from Sear Sears as an agent of [redacted] should have knowledge of the products they sell and deliver and advise the consumer accordinglyThis is important most especially if the position of Sears is going to be it is in the owners manualJust thinking another good practice would be to give the owners manual to the consumer prior to set up so it can be studied and the consumer can make an informed decisionSears did not do this but then wants to fall back on this as a way out As a professional myself I have a duty to my clients to advise against certain things to allow my client to make an informed decisionThe manual should have been provided to us prior to set upA voicemail received stated it is the practice of Sears to give it after the factWe have another piece of equipment that we never received a manual for from SearsSo apparently their practice of giving an owners manual is hit and missWe incurred an additional expense to have the equipment moved into our home after the [redacted] rep visitWe should of not had to incur this expense It is clear Sears will take no responsibility for an up front error with deliverySears voided the warranty through their negligenceAlso it is curious to mention that on this piece of equipment Sears tried to sell us and extended warrantyIn talks with the local store they informed us they were not permitted to touch Nordic Track equipmentInteresting the extent Sears will go to gouge its consumerCertainly not the Sears of my youth when my parents only bought Sears appliances, lawn equipment, etcNow a disorganized, money grubbing machinery that has no accountability for any of its agentsAnd very condescending in their language when a problem arises Sincerely, Bonni [redacted]
Complaint: [redacted] I am rejecting this response because:Again, I would like to make it known that, the computer notes of my phone call on November 11th to Ken (I was not given any last names) may not indicate what he told me but the recording willHas anyone contacted Ken? Has anyone contacted David? The overflow agent? Has anyone contacted the District Service Manager? At one point Jenny, I am assuming that this is Ms [redacted] because I was not given any last names, told me in our phone conversation, that she did not know who Ken wasI asked either her or Michelle if there was a way to find out and call him and they said noI said there has to be some way....an employee #, location # or something that he is identified byThen later in our conversation Jenny said, Ken misspoke and he will be reprimandedHow will you reprimand him if you don’t know who he is or where he is? Just lies! I know what I was told and the recorded conversation will tell the truth...only if someone would listen to itLong story short......I understand the MPA ......BUT....A promise was made and has been broken by Sears! According to Merriam Webster Dictionary, a promise is “a statement telling someone that you will definitely do something or that something will definitely happen in the future.” Not the Sears from years ago! Sincerely, Lawanna [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: William [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding repairs to his home air conditioner and the Sears Home WarrantyIt is first important to note that the Sears Home Warranty is administered by Cross Country Home Services (CCHS), not SearsThat said, Ashley [redacted] from CCHS has informed our office that Mr [redacted] has accepted a check which was sent out several days agoIf Mr [redacted] has any concerns about his claim he needs to contact Ashely [redacted] at a [redacted] @cchs.com or by phone by calling 800-531-extSince we have been advised that Mr [redacted] ’s check was processed we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order we forwarded this matter to the Corporate Gift Card department who confirmed that the gift cards were restored on June 20, Additionally, the gift cards have already been redeemed on a subsequent purchaseWe 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, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Jim ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding a garden tractor purchased from SearsThe tractor noted in Mr***’s complaint was purchased from Sears on January 2, It is important to add that Sears’ return policy is for a period of daysThe first time Sears serviced the tractor was on July 27th, some months after its purchase, when an alternator was replacedOn August 2, 2016, the unit would not state due to a ground wire that was not properly connected, this was related to the replacement of the alternatorWe replaced a belt and pulleySince we have clarified that Sears’ return policy is for days and have noted the completed service, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
March 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of Mr [redacted] complaint regarding replacement of his dryer Upon receipt of Mr [redacted] complaint, we found that his dryer was replaced under the terms and conditions of his Master Protection Agreement and the new dryer is set for delivery on March 4, If Mr [redacted] is still in need of assistance he need only contact Sears Protection Agreement Benefits office directly at [redacted] Since we have replaced Mr [redacted] dryer we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:the company had plenty of time to resolve my complaint but instead, they are requesting more timeThis whole issue with Serars Home Warranty has already been going on since NovemberNothing is ever resolved with them, especially, in favor of a customer Sincerely, Alissa [redacted]
August 16, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Terry *** Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding the charges she was assessed for the repair to her refrigeratorWe would first like to explain that under our guarantee on our repairs, if further labor is needed and it is established to be related to the original repair, then it is done at no chargeThe only charges that are usually assessed would be the cost of any further parts that were not previously installedSo this means in Ms***’s case, that on her last repair order, she should not have been charged for labor of $plus tax of $Instead of doing this though, the technician set up Ms [redacted] to have the first service call refunded to her for $158.59, when in fact that amount was comprised solely of labor and the diagnostic fee and should have covered the labor on the other callSo this means if Ms [redacted] had received the refund of $158.59, we would still have owed her an additional $ What the technician did not realize is that when our billing department received the CWO form to refund Ms [redacted] for the labor on the first call, they deducted the non-refundable trip/diagnostic fee and that is why she was sent a check for only $Therefore, it is our finding that Ms [redacted] is owed a refund of $ We would like to credit her Visa account ending in with this amount, but we no longer have access to the full account number as it has dropped out of our system due to the length of time since we took the paymentIf Ms [redacted] could email me at Dana[redacted] @searshc.com or call me at [redacted] to give the first digits of the digit Visa card ending in 1615, I would be able to issue a refund to her account of $As far as the water filter is concerned, we could not find any orders for this in the service orders for the refrigeratorWe are unsure whether this was called in to our PartsDirect department or whatIf Ms [redacted] could provide us with the receipt for the payment for the water filter, or the card number she used to pay for it with, we could search our database to see where the charge originated and then follow up with that group to see why she never received the part or a refundWith that said, since we are willing to provide refunds and are only awaiting additional info from Ms***, we have closed our case pending her responseWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10982063, and find that this resolution is satisfactory to me Sincerely, Chryl [redacted]
July 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations as we value her patronageWe can understand how the series of events detailed in the complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe truly regret any inconvenience Mr [redacted] may have experienced After reviewing the notes in his order we found that Sears Online processed a full credit on July 1, Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided and we have noted his concerns, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Ephraim [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding the Sears Home Warranty and repairs to his home air-conditioning system Brian ***, Cross Country Home Services, Customer Advocate provided the following response: Our office has spoken with Mr [redacted] and he has confirmed that the repairs to his system have been completed While it is unfortunate there were service related issues, it is important to note that weather did hamper the repair processMoving forward, if Mr [redacted] has any additional questions or concerns, he can contact Cross Country Home Services, the administrator of the Sears Home Warranty by calling our office at ***-***-***At this time since we have confirmed the aforementioned repairs, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 10, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding Sears Duct CleaningFirst, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled a duct/furnace cleaning Our records show that several attempts have been made to contact Ms [redacted] to discuss her concerns; however, Ms [redacted] has not responded to the voice mails We value Ms [redacted] patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call [redacted] at her convenience if she requires further assistance In the interim, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: I received two voicemails from an employee named David at the store, and I have tried to call him back for the past two days No one would answer the phone in Tuesday, and I left a message with an associate yesterday and have yet to receive a call backI also received a voicemail from Mr [redacted] and called him back and left a voicemail message on TuesdayI have yet to receive a call back from him Sincerely, [redacted] ***
October 23, Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: #- Tina Marie [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mrs***'s complaint regarding charges for a kit she had already purchased Kathy [redacted] , Customer Service Representative for Sears installation Services, has provided the following response: We attempted to contact Mrs [redacted] by telephone on October 22, 2015, but were unable to speak with herI left a message with my contact information, asking her to return my call so that we could discuss her issue further and provide the proper reimbursement; however, Mrs [redacted] has not yet repliedUntil we have an opportunity to discuss this matter with her, we are unable to work toward her preferred resolutionIf Mrs [redacted] still requires assistance, she is welcome to contact me directly at [redacted] We ask to have this matter closed in the interim, pending Mrs***'s response We apologize to Mrs [redacted] for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 1-800-762-Ext
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Colin B [redacted] # [redacted] Dear Ms [redacted] : We have not fully completed the investigation of Mr [redacted] complaint regarding Sears Garage SolutionsIkea Carter, Sears Garage Solutions, Quality Control Manager provided the following response: I have been in contact with Mr [redacted] regarding his concernsCurrently Mr [redacted] is gathering documentation and has set the expectation that he will get it to my office for review in the next weeksI can be reached via email at Ikea[redacted] @searsservices.com or by calling [redacted] We will provide an additional update once we have received the documentation from Mr [redacted] 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - KRachel [redacted] Dear Ms [redacted] , Sears has resolved my complaint & I am happy with the resolutionThey refunded my full amount & did not charge me a restocking fee & also sent me a prepaid label to ship back the pillowsI shipped the pillows back on Tuesday, 8/11/via UPSSears told me to rest assured that they will not charge back my [redacted] accountPlease close this caseThank you so much for all your help in this matter KRachel [redacted] case# 945***