Contact Name and Title: Erica [redacted]
Contact Email: [redacted]@searshc.com
October 19, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Terri [redacted] # 94573116
Dear Ms. [redacted]:
We have completed the investigation of Ms....
[redacted] complaint regarding the service she received on her washer.
It is unfortunate that we failed Ms. [redacted] expectations when she called Sears for service on her washer. We value Ms. [redacted] patronage, and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted and so that the technician in question can be coached accordingly. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. Due to the inconveniences that Ms. [redacted] has experienced, we have offered and she has accepted a 6 month extension of her protection agreement which we have processed. Our service records indicate that the repairs were completed on October 6, 2015 and she is no longer in need of our services that said we respectfully request 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,
Erica [redacted]
Regulatory Claims Specialist
[redacted]@searshc.com
[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 a range purchased from Sears. Sears has processed the in...
warranty exchange of Ms. [redacted] range. The old unit will be picked up and the new unit will be delivered as was the initial range as it will be left in the carton. Ms. [redacted] has my email address and office phone number and has agreed to contact me if needed. Since we have noted that we will be replacing Ms. [redacted] range, 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]
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,
Alex [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,
Amy [redacted]
Complaint: [redacted]
I am rejecting this response because: Sears did the work and its technician is the one who made the errors causing the loss and inconvenience. I feel it is appropriate residing with the responsible party. There is already claim against HMS open in FL since that is where the company resides.
Sincerely,
[redacted]
July 19, 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. H[redacted] complaint regarding the non-receipt of a part refund....
It is regrettable that we failed Mr. H[redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. H[redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We sincerely apologize to Mr. H[redacted] for any inconvenience we may have caused him. Upon receiving Mr. H[redacted] complaint, we contacted the local service unit for assistance. After the unit confirmed that the part was returned, they processed a refund for Mr. H[redacted] in the amount of $137.09. Mr. H[redacted] should receive a check in the next two weeks. In the interim, since we have documented Mr. H[redacted] concerns and we have processed his requested refund, we ask that this matter be closed. Again, we apologize to Mr. H[redacted] and we appreciate the opportunity to address this matter. Sincerely, M[redacted] Regulatory Complaints Specialist
December 2, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # [redacted] – Richard [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding the problems he encountered with the haul away of his used range.It...
is unfortunate that we failed Mr. [redacted]’s expectations when he recently scheduled the haul away of his used range. We value Mr. [redacted]’s patronage, but we can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. According to our records, the delivery was unable to haul away the Mr. [redacted]’s use range when they delivered the new range. The delivery team discovered that the range was hard-wired and required an electrician to disconnect the range. For safety purposes, our delivery team is not authorized to perform any electrical work. Mr. [redacted] was informed that he could reschedule the haul away once the range was disconnected. Mr. [redacted] called on November 3, 2015 and requested to cancel the scheduled haul away because he would not be available. On November 10, 2015 Mr. [redacted] called again and requested to reschedule the appointment. The notes indicate that the manual work order for the haul away was submitted and with the requested date of November 13, 2015. Mr. [redacted] called on November 12, 2015 to check the status of the order for that day. He was informed that there was no appointment for November 12, 2015. Mr. [redacted] was issued a $50 gift card for the inconvenience and the appointment was requested for November 14, 2015. Regrettably, the date was not available and the haul away was set by the carrier for the first available date, November 15, 2015. Our records confirm that the haul away of the range was completed on November 15, 2015. With that being said, since we have addressed the issue brought forth in Mr. [redacted]’s complaint, we have closed our file.Again, 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,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com
October 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Veronica B[redacted] Dear [redacted] We have completed the investigation of Ms. B[redacted]...
complaint regarding the results of a recent sweepstakes game she participated in. As clarification our sweepstakes systems record each winner and Ms. B[redacted] was not on our list. As far as the [redacted] blocking incident is concerned, the block has been removed and Ms. B[redacted] may post again if she wishes to do so. In closure, we apologize to Ms. B[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] Specialist, Regulatory Complaints Email: [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with our reply our 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]. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
July 20, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 183[redacted]
Revdex.com File No: 945[redacted]/Bela [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
I have corresponded with Mrs. [redacted] via email in regards to her concerns. I...
spoke with Nanet at the City of San Diego permit office, to verify if the inspection had passed. Nanet informed me of the corrections they require to be made. I have reached out to the installer to schedule the corrections. He informed me that the corrections were already made and the inspection needs to be rescheduled with the City of San Diego. Mr. and Mrs. [redacted] will need to contact the City of San Diego to have the final inspection rescheduled. I am currently still reviewing the additional concerns the [redacted]s' have in regards to the duct sealing and duct work. As soon as I have addressed the [redacted]s' additional concerns I will be sure to update you further.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension [redacted], or via email at Amanda.[redacted]@searshomepro.com.
Sincerely,
Amanda [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Bela [redacted]
January 23, 2018 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL ...
60611 �...⇄ Re: # [redacted] * Josie J[redacted] Dear [redacted] We have completed the investigation of Ms. J[redacted] complaint regarding her riding mower. Upon investigation we found that Ms. J[redacted] had purchased her riding mower September 15, 2012, along with a 5 year Master Protection Agreement (MPA), which expired September 15, 2017, and was not renewed. In December 2017, Ms. J[redacted] requested a refund or replacement of her tractor. Unfortunately, neither of those options are available for her. She no longer has coverage for a repair or a replacement and her purchase could only be returned for a refund within 30 days of purchase. Ms. J[redacted]’s last completed service call on her riding mower was July 18, 2017, and no further service was requested while she was still covered under her MPA. While she has no coverage for a repair or replacement, as a courtesy we did offer her a 20 percent discount towards the purchase of a new riding mower. Ms. J[redacted] declined this. If she reconsiders and is willing to accept our product discount offer, she can contact her Executive Member Support (EMS) case manager Belen J[redacted] directly at [redacted] or Belen.J[redacted]. In the interim, since we have explained why Ms. J[redacted] is not eligible for a replacement or refund, we have closed our file. We apologize to Ms. J[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Robert Z[redacted]REGULATORY SPECIALIST, Regulatory Complaints
March 13, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Barbara W[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. W[redacted]’ rebuttal. A check for the $560.00 we offered has been issued to the address Ms. W[redacted] noted and it will arrive within 10-12 business days. As for the permit, our records form that far are not as detailed as recent files. We can see what appears to be an application for a permit filed with her address listed for her local building code regulation office and we provided her with what information we had at hand. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
November 17, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Virginia P[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. P[redacted] complaint regarding the repairs to her...
refrigerator. Upon receipt of Ms. P[redacted] complaint we did reach out to her local service unit and they were able to expedite the completion of the repair. The repair was completed on July 21, 2017, and when the service unit followed up with her a few days later she confirmed the unit was still cooling. After that time there were a couple follow up visits in August due to the icemaker not functioning properly. That appeared to be resolved on the last visit August 16, 2017, and we have not serviced the refrigerator since then. Since we provided the repair that Ms. P[redacted] was entitled to receive under her Service Smart Agreement (SSA) we have closed our file. We apologize to Ms. P[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana S[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.S[redacted]
Complaint: [redacted]
I am rejecting this response because: I reluctantly agreed to their offer after months of responding to their process. My issue was never money, but quality and customer satisfaction Yes, 3 techs came out, 1st two said could not be fixed and both were advised I wanted a return. I allowed them to come out the 1st time in attempt to be reasonable but Sears' customer satisfaction is non existent. Their focus is cost avoidance, not fairness. Sears service has degraded beyond repair. After 60 years as a customer, I know this will be my last purchase or dealing with Sears. I know more complaints will be filed, but I am too old to deal with such companies, life is too short and at age of 72 stress and precious time is not worth the health risks. We waited and saved a long time to get what we thought was our first and last new refrigerator. We are so disappointed, but do appreciate your support. We want this over but want to also go on record that we are far from pleased.
Sincerely,
Rosalie R[redacted]
June 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund of the restocking fee and shipping charge she incurred. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in Ms. [redacted] complaint we show that she was charged $264.53 on her [redacted]ccount ending in [redacted] and $14.47 in Shop Your Way Reward points. While she made a purchase with a Third Party Marketplace Vendor and we are not obligated to honor her request, we have decided to issue a refund of the restocking fee she was charged. We show that Ms. [redacted] was refunded $237.15 on June 15, 2016. Therefore, we will issue a refund of $27.38 back to her [redacted]ccount ending in [redacted] and $14.47 back to her Shop Your Way Rewards account. As for the shipping fee she incurred, Ms. [redacted] may send a copy of the shipping return receipt t[redacted] Once the receipt is verified a full refund of $67.18 will be issued. As this decision is in accordance to our posted terms and conditions, 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
Complaint: [redacted]
I am rejecting this response because: I don't remember the exact date but I did call and request a service appointment earlier this year during the time I still had coverage and they refused to send someone out. They said I needed to buy an iron filter. The water softener is only 5 years old. It shouldn't just stop working. I will look through my records and see if I wrote it down somewhere.
Sincerely,
[redacted]
April 20, 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 refrigerator repair. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Upon receiving Ms. [redacted] complaint, we contacted Shaina [redacted] with our Authorized Servicer group for assistance. Due to the issues that Ms. [redacted] was experiencing with authorized service provider [redacted] Electronics Repairs, Ms. [redacted] offered to send a Sears technician. Ms. [redacted] advised that she would only permit further repairs if the technician is able to bring the parts with him at the time of service. Unfortunately, we cannot accommodate this request. A Sears technician will need to examine Ms. [redacted] refrigerator to obtain a proper diagnosis before he can order any necessary parts. If Ms. [redacted] is willing to schedule a Sears technician and follow our repair protocol, she can contact Ms. [redacted] at [redacted] (option 4). In the interim, 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I refused the service because I was told I would be charged. I did not agree because I shouldn't be charged for the DAMAGE SEARS did.Threatened? Threatened what? What kind? What is someone talking about? Do they have me mixed up with someone else? Profanity? Again what is someone talking about? What profanity? Is it someone else? Threats? What Treats and What kind? unbelievable Again is this someone else? What local office? Here in NH? I've asked SEARS to PLEASE give me some proof of what they are saying of me. On 11/17/2016 Jenn [redacted] e/m me. She said the following. Her exact words. ( I do not see how any of that information will be helpful to your case). I don't see why not? I am very disappointed in the SEARS Satisfaction Guarantee, especially when SEARS wants to charge me to come out and look at the poor workman ship that Sears caused.
Sincerely,
Anthony [redacted]
November
5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed our investigation of [redacted] complaint
regarding her water heater. We want to apologize to [redacted] that her unit...
was
dented. However, our technician has verified that the damage is only cosmetic
and it does not affect the functionality of the unit. We can certainly provide
an exchange for the unit if [redacted] wishes. However, we have several options
to propose as alternatives. We are willing to issue a refund for the $79.00
service fee she was charged and also purchase an additional year of coverage on
her behalf for the unit. After the first year, [redacted] would be responsible
any labor or installation fees until October 17, 2008. If [redacted] is not
interested in the additional warranty, we will refund the service fee and we can
issue a credit for half of the installation fee she paid as an alternative. Should [redacted] wish to accept one of these
offers, I may be reached during normal business hours via email at [redacted]
In light of the aforementioned information, we respectfully ask that this matter
be considered closed. 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] [redacted]
Contact Name and Title: Erica [redacted]
Contact Email: [redacted]@searshc.com
October 19, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Terri [redacted] # 94573116
Dear Ms. [redacted]:
We have completed the investigation of Ms....
[redacted] complaint regarding the service she received on her washer.
It is unfortunate that we failed Ms. [redacted] expectations when she called Sears for service on her washer. We value Ms. [redacted] patronage, and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted and so that the technician in question can be coached accordingly. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. Due to the inconveniences that Ms. [redacted] has experienced, we have offered and she has accepted a 6 month extension of her protection agreement which we have processed. Our service records indicate that the repairs were completed on October 6, 2015 and she is no longer in need of our services that said we respectfully request 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,
Erica [redacted]
Regulatory Claims Specialist
[redacted]@searshc.com
[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 a range purchased from Sears. Sears has processed the in...
warranty exchange of Ms. [redacted] range. The old unit will be picked up and the new unit will be delivered as was the initial range as it will be left in the carton. Ms. [redacted] has my email address and office phone number and has agreed to contact me if needed. Since we have noted that we will be replacing Ms. [redacted] range, 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]
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,
Alex [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,
Amy [redacted]
Complaint: [redacted]
I am rejecting this response because: Sears did the work and its technician is the one who made the errors causing the loss and inconvenience. I feel it is appropriate residing with the responsible party. There is already claim against HMS open in FL since that is where the company resides.
Sincerely,
[redacted]
July 19, 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. H[redacted] complaint regarding the non-receipt of a part refund....
It is regrettable that we failed Mr. H[redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. H[redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We sincerely apologize to Mr. H[redacted] for any inconvenience we may have caused him. Upon receiving Mr. H[redacted] complaint, we contacted the local service unit for assistance. After the unit confirmed that the part was returned, they processed a refund for Mr. H[redacted] in the amount of $137.09. Mr. H[redacted] should receive a check in the next two weeks. In the interim, since we have documented Mr. H[redacted] concerns and we have processed his requested refund, we ask that this matter be closed. Again, we apologize to Mr. H[redacted] and we appreciate the opportunity to address this matter. Sincerely, M[redacted] Regulatory Complaints Specialist
December 2, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # [redacted] – Richard [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding the problems he encountered with the haul away of his used range.It...
is unfortunate that we failed Mr. [redacted]’s expectations when he recently scheduled the haul away of his used range. We value Mr. [redacted]’s patronage, but we can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. According to our records, the delivery was unable to haul away the Mr. [redacted]’s use range when they delivered the new range. The delivery team discovered that the range was hard-wired and required an electrician to disconnect the range. For safety purposes, our delivery team is not authorized to perform any electrical work. Mr. [redacted] was informed that he could reschedule the haul away once the range was disconnected. Mr. [redacted] called on November 3, 2015 and requested to cancel the scheduled haul away because he would not be available. On November 10, 2015 Mr. [redacted] called again and requested to reschedule the appointment. The notes indicate that the manual work order for the haul away was submitted and with the requested date of November 13, 2015. Mr. [redacted] called on November 12, 2015 to check the status of the order for that day. He was informed that there was no appointment for November 12, 2015. Mr. [redacted] was issued a $50 gift card for the inconvenience and the appointment was requested for November 14, 2015. Regrettably, the date was not available and the haul away was set by the carrier for the first available date, November 15, 2015. Our records confirm that the haul away of the range was completed on November 15, 2015. With that being said, since we have addressed the issue brought forth in Mr. [redacted]’s complaint, we have closed our file.Again, 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,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com
October 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Veronica B[redacted] Dear [redacted] We have completed the investigation of Ms. B[redacted]...
complaint regarding the results of a recent sweepstakes game she participated in. As clarification our sweepstakes systems record each winner and Ms. B[redacted] was not on our list. As far as the [redacted] blocking incident is concerned, the block has been removed and Ms. B[redacted] may post again if she wishes to do so. In closure, we apologize to Ms. B[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] Specialist, Regulatory Complaints Email: [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with our reply our 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]. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
July 20, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 183[redacted]
Revdex.com File No: 945[redacted]/Bela [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
I have corresponded with Mrs. [redacted] via email in regards to her concerns. I...
spoke with Nanet at the City of San Diego permit office, to verify if the inspection had passed. Nanet informed me of the corrections they require to be made. I have reached out to the installer to schedule the corrections. He informed me that the corrections were already made and the inspection needs to be rescheduled with the City of San Diego. Mr. and Mrs. [redacted] will need to contact the City of San Diego to have the final inspection rescheduled. I am currently still reviewing the additional concerns the [redacted]s' have in regards to the duct sealing and duct work. As soon as I have addressed the [redacted]s' additional concerns I will be sure to update you further.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension [redacted], or via email at Amanda.[redacted]@searshomepro.com.
Sincerely,
Amanda [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Bela [redacted]
January 23, 2018 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL ...
60611 �...⇄ Re: # [redacted] * Josie J[redacted] Dear [redacted] We have completed the investigation of Ms. J[redacted] complaint regarding her riding mower. Upon investigation we found that Ms. J[redacted] had purchased her riding mower September 15, 2012, along with a 5 year Master Protection Agreement (MPA), which expired September 15, 2017, and was not renewed. In December 2017, Ms. J[redacted] requested a refund or replacement of her tractor. Unfortunately, neither of those options are available for her. She no longer has coverage for a repair or a replacement and her purchase could only be returned for a refund within 30 days of purchase. Ms. J[redacted]’s last completed service call on her riding mower was July 18, 2017, and no further service was requested while she was still covered under her MPA. While she has no coverage for a repair or replacement, as a courtesy we did offer her a 20 percent discount towards the purchase of a new riding mower. Ms. J[redacted] declined this. If she reconsiders and is willing to accept our product discount offer, she can contact her Executive Member Support (EMS) case manager Belen J[redacted] directly at [redacted] or Belen.J[redacted]. In the interim, since we have explained why Ms. J[redacted] is not eligible for a replacement or refund, we have closed our file. We apologize to Ms. J[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Robert Z[redacted]REGULATORY SPECIALIST, Regulatory Complaints
March 13, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Barbara W[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. W[redacted]’ rebuttal. A check for the $560.00 we offered has been issued to the address Ms. W[redacted] noted and it will arrive within 10-12 business days. As for the permit, our records form that far are not as detailed as recent files. We can see what appears to be an application for a permit filed with her address listed for her local building code regulation office and we provided her with what information we had at hand. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
November 17, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Virginia P[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. P[redacted] complaint regarding the repairs to her...
refrigerator. Upon receipt of Ms. P[redacted] complaint we did reach out to her local service unit and they were able to expedite the completion of the repair. The repair was completed on July 21, 2017, and when the service unit followed up with her a few days later she confirmed the unit was still cooling. After that time there were a couple follow up visits in August due to the icemaker not functioning properly. That appeared to be resolved on the last visit August 16, 2017, and we have not serviced the refrigerator since then. Since we provided the repair that Ms. P[redacted] was entitled to receive under her Service Smart Agreement (SSA) we have closed our file. We apologize to Ms. P[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana S[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.S[redacted]
Complaint: [redacted]
I am rejecting this response because: I reluctantly agreed to their offer after months of responding to their process. My issue was never money, but quality and customer satisfaction Yes, 3 techs came out, 1st two said could not be fixed and both were advised I wanted a return. I allowed them to come out the 1st time in attempt to be reasonable but Sears' customer satisfaction is non existent. Their focus is cost avoidance, not fairness. Sears service has degraded beyond repair. After 60 years as a customer, I know this will be my last purchase or dealing with Sears. I know more complaints will be filed, but I am too old to deal with such companies, life is too short and at age of 72 stress and precious time is not worth the health risks. We waited and saved a long time to get what we thought was our first and last new refrigerator. We are so disappointed, but do appreciate your support. We want this over but want to also go on record that we are far from pleased.
Sincerely,
Rosalie R[redacted]
June 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund of the restocking fee and shipping charge she incurred. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in Ms. [redacted] complaint we show that she was charged $264.53 on her [redacted]ccount ending in [redacted] and $14.47 in Shop Your Way Reward points. While she made a purchase with a Third Party Marketplace Vendor and we are not obligated to honor her request, we have decided to issue a refund of the restocking fee she was charged. We show that Ms. [redacted] was refunded $237.15 on June 15, 2016. Therefore, we will issue a refund of $27.38 back to her [redacted]ccount ending in [redacted] and $14.47 back to her Shop Your Way Rewards account. As for the shipping fee she incurred, Ms. [redacted] may send a copy of the shipping return receipt t[redacted] Once the receipt is verified a full refund of $67.18 will be issued. As this decision is in accordance to our posted terms and conditions, 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
Complaint: [redacted]
I am rejecting this response because: I don't remember the exact date but I did call and request a service appointment earlier this year during the time I still had coverage and they refused to send someone out. They said I needed to buy an iron filter. The water softener is only 5 years old. It shouldn't just stop working. I will look through my records and see if I wrote it down somewhere.
Sincerely,
[redacted]
April 20, 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 refrigerator repair. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Upon receiving Ms. [redacted] complaint, we contacted Shaina [redacted] with our Authorized Servicer group for assistance. Due to the issues that Ms. [redacted] was experiencing with authorized service provider [redacted] Electronics Repairs, Ms. [redacted] offered to send a Sears technician. Ms. [redacted] advised that she would only permit further repairs if the technician is able to bring the parts with him at the time of service. Unfortunately, we cannot accommodate this request. A Sears technician will need to examine Ms. [redacted] refrigerator to obtain a proper diagnosis before he can order any necessary parts. If Ms. [redacted] is willing to schedule a Sears technician and follow our repair protocol, she can contact Ms. [redacted] at [redacted] (option 4). In the interim, 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I refused the service because I was told I would be charged. I did not agree because I shouldn't be charged for the DAMAGE SEARS did.Threatened? Threatened what? What kind? What is someone talking about? Do they have me mixed up with someone else? Profanity? Again what is someone talking about? What profanity? Is it someone else? Threats? What Treats and What kind? unbelievable Again is this someone else? What local office? Here in NH? I've asked SEARS to PLEASE give me some proof of what they are saying of me. On 11/17/2016 Jenn [redacted] e/m me. She said the following. Her exact words. ( I do not see how any of that information will be helpful to your case). I don't see why not? I am very disappointed in the SEARS Satisfaction Guarantee, especially when SEARS wants to charge me to come out and look at the poor workman ship that Sears caused.
Sincerely,
Anthony [redacted]
November
5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed our investigation of [redacted] complaint
regarding her water heater. We want to apologize to [redacted] that her unit...
was
dented. However, our technician has verified that the damage is only cosmetic
and it does not affect the functionality of the unit. We can certainly provide
an exchange for the unit if [redacted] wishes. However, we have several options
to propose as alternatives. We are willing to issue a refund for the $79.00
service fee she was charged and also purchase an additional year of coverage on
her behalf for the unit. After the first year, [redacted] would be responsible
any labor or installation fees until October 17, 2008. If [redacted] is not
interested in the additional warranty, we will refund the service fee and we can
issue a credit for half of the installation fee she paid as an alternative. Should [redacted] wish to accept one of these
offers, I may be reached during normal business hours via email at [redacted]
In light of the aforementioned information, we respectfully ask that this matter
be considered closed. 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] [redacted]