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 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mandy M [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding her lawn mower Our records show that Ms [redacted] purchased her lawn mower on July 2, 2016, from her local Sears Parts and Service center In accordance with Sears’ Return Policy, Ms [redacted] had days to return the lawn mower for a refund Now that over nine months has passed since the purchase was made, a refund is no longer an option However, a courtesy exchange was offered by Tracey [redacted] with Sears CarRepair,that Ms [redacted] declined At this time, Ms [redacted] has two choices; she can continue with the repair of her lawn mower, as the unit is under warranty until July 2, 2018, or she can contact Tracey [redacted] at (888) 239-5570, option between 9:am and 6:pm EST in the next two weeks to accept the exchange In the interim, since we are unable to grant Ms [redacted] ’s request for a refund, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a Craftsman saw purchased from Sears [redacted] , Operations Manager from the Woodbridge Sears, provided the following response: Mr [redacted] came into our and returned the table saw and we issued him a full creditThat said, sales check [redacted] references a credit in the amount of $Since Mr [redacted] has been provided with his desired resolution, 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, [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, Jandi R [redacted]
April 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response.Ms [redacted] original case manager is no longer with Sears so we apologize he did not respond to her further commentsHowever, he did provide Ms [redacted] with the proper contact information to call if she still required serviceHopefully she was able to contact this franchise business to have any further repairs completedIf she still requires service and this Garage Solutions franchisee did not respond to her, then she is welcome to contact me so that we can contact that office again on her behalf.Again, 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 concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/07/23) */ July 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] complaint regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician We apologize that Mr[redacted] refrigerator failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option Upon receipt of Mr[redacted] complaint, we reached out to [redacted] Technical Manager for Unit 8181, to assist with Mr[redacted] concernsOn July 16, Mr [redacted] contacted Mrs[redacted] and reviewed the service informationDue to the inconvenience, Mr [redacted] offered to refund the service charges on the refrigerator and Mrs[redacted] accepted the offerOn July 16, we issued a credit of $to Mr[redacted] He should receive the bank check within 7-business daysSince we have addressed the issues brought forth in Mr[redacted] complaint, we have closed our file Again, we apologize to Mr[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Due to the fact that I have NOT received a refund, this complaint/file is not closed Personally, I don't see an issue with expecting a refrigerator to last more than four years [redacted] states the potential always exists for a product to fail; however, according to the Sears repairman that came to our house, we shouldn't expect our refrigerator to last longer than four yearsWe are not referring to a refrigerator that failed after twenty years but one that failed after less than fourI would greatly appreciate if [redacted] wouldn't pass [redacted] on to the customer but accept that possibly the quality of merchandise isn't as high as Sears is selling it to be That being said, my complaint was primarily geared towards the awful customer service that I received and am still receivingOn July 16th, I did receive a message from [redacted] In the voicemail message he stated he would like to offer me a refund and would like to further discuss our complaintHe left his cell phone number and requested I return his callI attempted to return his call several times but never received an answer, the voicemail was full and I was unable to leave a messageAfter several attempts to call [redacted] we had to reach out to [redacted] to request [redacted] call us again [redacted] did call us a second time and informed me that he had issued a credit to our credit card after speaking to my wifeMy wife has NEVER spoken to [redacted] waited on the phone as I checked for a credit to my credit cardI informed him that no credit had been issuedHe said he would check into it and call me backI have not heard back from [redacted] states that we would receive a bank check within - business days (why did [redacted] tell us it would be a credit to the card used during purchase?)To date, I have NOT received a refund Final Business Response / [redacted] (4000, 12, 2015/08/11) */ August 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] rebuttal to our response regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician As previously stated, Mr [redacted] offered to refund the labor charges to Mr[redacted] Mr [redacted] informed Mr[redacted] that the refund would be issued to his credit card, which is standard procedure as long as the credit card information is still within our systemHowever, for security purposes, our system will remove all credit card information after a few weeksOnce the credit card is no longer available, refunds are issued via a bank check When Mr[redacted] responded that he had not received the refund, we investigated and discovered that that the request for the refund was submittedRegrettably, due to a system issue the process was not completedOn August 5, 2015, the request was resubmitted for the refund to be processedWe received confirmation that the refund check of $was issued on August 10, (check [redacted] Mr[redacted] should receive the check within business days Although Mr[redacted] would prefer us to keep his case open until he receives the refund check, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr[redacted] has our written commitment that he will receive the $refund which was sent via regular mail, so we feel that keeping this case open during the interim is unwarrantedIf Mr[redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time We apologize to Mr[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 14, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) We finally received our check yesterday, August 20thI'm not sure why the Revdex.com would close a case before it was resolvedSears may have given us their word; however, Sears broke their word time-after-time during this whole ordealWe are very disappointed with the Sears product and customer serviceAs much as we appreciate the refund, we will no longer be doing business with Sears
(The consumer indicated he/she ACCEPTED the response from the business.) MrSteven [redacted] from Sears responded to our complaint very professionally and courteouslyHe completely handled the problemHe provided us with a letter to complete the exchange and then took the trouble to call us after a day or so to make sure the exchange had been satisfactoryI thank Sears for handling this complaint and especially Mr***
September 6, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Raelena [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding the pricing of her recent oil change Auto Center Manager Randy Brody provided the following response: As clarification, Ms [redacted] ’s vehicle requires 0/oil, which we only carry in full syntheticThe $coupon was applied, but the full synthetic is $more than the synthetic blend oilMs [redacted] had her oil changed by us on March 9, so she should be aware that her vehicle requires full synthetic, not the blendAccordingly, we will not be issuing a partial refund as she suggested and we have closed our fileMs [redacted] may contact Randy during business hours at (***) ***- [redacted] if she has any further questions 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 concernsSincerely,Tammie [redacted] Specialist, Regulatory ComplaintsTell us why here
October 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her allegation that her dryer door is incorrect We have received Mr [redacted] complaint and apologize that he feels as though the dryer door is not the correct door for this unit We would like to note that Mr [redacted] is covered under an extended protection agreement until 3/02/ We have therefore scheduled service for 10/27/from 8:00am-12:00pm and if the dryer door is incorrect, we can replace the door That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
August 3, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Louis [redacted] Via: Revdex.com Website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerPursuant to Mr [redacted] ' request, the installer serviced the product on July 28, The customer confirmed the necessary repairs were made and the unit is workingMr [redacted] advised me he is satisfiedI also apologized for any inconveniences he may have experienced At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800- [redacted] x ***, or via email at Melissa[redacted] @searshomepro.com Sincerely, Melissa [redacted] SHIP/HI Regulatory Complaint Specialist cc: Louis [redacted] **
April 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of our brake evaluation [redacted] is correct; it seems there was an error made on our website and we want to thank him for taking the time to bring it to our attentionWe are taking steps to have this addressed right nowIn the meantime, there is a coupon (number [redacted] for a free brake evaluation on the site that may be usedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Geoffrey P [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the delay of his washer repair It is unfortunate that we failed Mr [redacted] expectations when he recently requested a refrigerator repair from SearsWe value his patronage and can understand his frustration with the series of events noted in hisWe can assure him that his concerns have been forwarded to management for review While we do have a centralized scheduling process that streamlines our repair scheduling and makes it more efficient, unfortunately, we still have instances where technicians are unable to complete their route as scheduled It may also be important to note that due to the many scenarios that can occur within a diagnosis and repair, Sears does not promise that repairs will be completed within a specific time frame Regardless, we are aware of how frustrating this can be for our customers and we are continually pursuing solutions that will provide better options to them when these situations occur Our records show that the final service order for his repair request was successfully completed on September 6, We have documented that our process did not meet Mr [redacted] needs, and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives We sincerely apologize for any inconvenience Mr [redacted] may have experienced and respectfully ask to have this matter closed, since the requested services have been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki Goldberg Regulatory Complaint Specialist 1-800-762-Ext
February 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent transaction On January 19, 2017, and adjustment for $was processed to Ms [redacted] accountThis leaves her with a balance of $that we will not be refundingMs [redacted] receipt clealry noted that she could be assessed a restocking fee of 15% if the item is returned and also the delivery portion of the installation fee is a non- refundable chargeThe restocking fee was refunded as a courtesy, but the delivery fee will remain as we provided that service and Ms [redacted] decided she simply did not like the range after it was already in her home installedIn light of the aforementioned information, 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] Specialist, Regulatory Complaints [redacted]
November 1, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jackie [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the non-receipt of a refund for an unused part It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her dishwasherWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded Ms [redacted] concerns to the appropriate management team for further review Upon researching Ms [redacted] complaint, we confirmed that the refund she was owed was never processed Accordingly, a refund request was submitted on November 1, However, rather than issuing a check for $48.96, we processed a check request for $for customer satisfactionWith that said, since we are providing Ms [redacted] with her requested resolution, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Dana [redacted] Regulatory Complaints Manager
October 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’s rebuttal to our previous response Mr [redacted] has been advised several times by the franchise owner that he will not be refunded Unfortunately, we are unable to obtrude upon that decision Mr [redacted] states that he cleaned his carpet using a shampooer that he had rented; this action voided “Sears Service Guarantee” Also, it is noted on the invoice that due to the condition of Mr [redacted] ’s carpet, the results would not be guaranteed Since Mr [redacted] has not provided any new information and the franchise owner is adamant that no refund will be provided, we have closed our file Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
August 16, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] –Cathy [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding her recent purchase Arrangements were made to pick up the merchandise in question and a full refund was issued todayMs [redacted] should see the refund on her account within 3-business daysAccordingly, we ask that this matter be considered 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 concernsSincerely,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ( [redacted] Tammie[redacted] @searshc.com Tell us why here
Complaint: [redacted] I am rejecting this response because:It doesn't matter weather I accept or reject their response This is a typical corporate reaction to any consumer I would like to know how many corporate personnel age and older could live out of a cooler because their refrigerator is a lemon and can't seen to be fixed Service was out again Monday, today, the appliance continues to go from cold to cool and I continue to keep my perishables in a cooler, four weeks out of a cooler is a bit too much I don't trust Sears any more and don't expect them to help the public as evidenced by their response That is why they continue to go down hill in sales and don't have much merchandise in their stores You can forward my response to them or do what ever you want with this I am through with Sears and so will anyone else I can demonstrate the poor respect Sears has for their customers Hopefully I will be able to gather a substantial following I began my participation in Sears in and have bought a lot of items since that time I doubt seriously if I can continue with them Thank you for your help Oh, and thank Sears for me also Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Sears was the one that charged my credit cardI was was told by sears that they stand behind their marketplace, which is being rebuked by the response from searsI was told numerous times by SEARS that I would be receiving a shipping label via email to return the itemThis was NEVER doneI called the credit company who was more than helpful and they agreed to pay for the shipping since SEARS is not doing what they said they would doAdditionally on the email from SEARS it stated I could chat with someone if I had any questions, however when you click on the link it goes to a page with a sears logo and says the page doesn't existI do still have one straight forward question for SEARSWhy do they allow unaccredited business to sell items on their website? If I knew anything about the company that SEARS was using I would not have purchased the itemHow can SEARS saying that it is between myself and the third party when SEARS charged my credit cardSince I have already mailed back the item who will be refunding me? I was told the third party does not have my credit card information and I do not want them to have it Sincerely, [redacted]
February 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase It was our understanding that Mr [redacted] was spoken with regarding this issue and an amicable solution was agreed toWe want to apologize for any inconvenience Mr [redacted] may have experienced as a result of the matterIn light of the aforementioned information, we have closed our fileWe 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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Carry In Repair Services [redacted] Sears Carry In Repair Technical Manager provided the following response: We are unable to resolve the phone issue and explained to Ms [redacted] that the technicians make every effort to call the consumers when possibleThe carry in repair technicians do leave a call back number when they have to call a consumer to discuss an issue when warrantedDuring the call with Ms [redacted] we also explained that we have to charge for our repairs but we will be deducting $from her repair charge as a gesture of good faith The technician went over the previous repairs and concerns with Ms [redacted] and she was satisfied with all of issuesIf I can be of any further assistance to Ms [redacted] she can reach me directly at [redacted] That said we ask that this complaint be closedWe 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, [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, [redacted] **
March 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mandy M [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding her lawn mower Our records show that Ms [redacted] purchased her lawn mower on July 2, 2016, from her local Sears Parts and Service center In accordance with Sears’ Return Policy, Ms [redacted] had days to return the lawn mower for a refund Now that over nine months has passed since the purchase was made, a refund is no longer an option However, a courtesy exchange was offered by Tracey [redacted] with Sears CarRepair,that Ms [redacted] declined At this time, Ms [redacted] has two choices; she can continue with the repair of her lawn mower, as the unit is under warranty until July 2, 2018, or she can contact Tracey [redacted] at (888) 239-5570, option between 9:am and 6:pm EST in the next two weeks to accept the exchange In the interim, since we are unable to grant Ms [redacted] ’s request for a refund, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a Craftsman saw purchased from Sears [redacted] , Operations Manager from the Woodbridge Sears, provided the following response: Mr [redacted] came into our and returned the table saw and we issued him a full creditThat said, sales check [redacted] references a credit in the amount of $Since Mr [redacted] has been provided with his desired resolution, 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, [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, Jandi R [redacted]
April 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response.Ms [redacted] original case manager is no longer with Sears so we apologize he did not respond to her further commentsHowever, he did provide Ms [redacted] with the proper contact information to call if she still required serviceHopefully she was able to contact this franchise business to have any further repairs completedIf she still requires service and this Garage Solutions franchisee did not respond to her, then she is welcome to contact me so that we can contact that office again on her behalf.Again, 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 concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/07/23) */ July 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] complaint regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician We apologize that Mr[redacted] refrigerator failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option Upon receipt of Mr[redacted] complaint, we reached out to [redacted] Technical Manager for Unit 8181, to assist with Mr[redacted] concernsOn July 16, Mr [redacted] contacted Mrs[redacted] and reviewed the service informationDue to the inconvenience, Mr [redacted] offered to refund the service charges on the refrigerator and Mrs[redacted] accepted the offerOn July 16, we issued a credit of $to Mr[redacted] He should receive the bank check within 7-business daysSince we have addressed the issues brought forth in Mr[redacted] complaint, we have closed our file Again, we apologize to Mr[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Due to the fact that I have NOT received a refund, this complaint/file is not closed Personally, I don't see an issue with expecting a refrigerator to last more than four years [redacted] states the potential always exists for a product to fail; however, according to the Sears repairman that came to our house, we shouldn't expect our refrigerator to last longer than four yearsWe are not referring to a refrigerator that failed after twenty years but one that failed after less than fourI would greatly appreciate if [redacted] wouldn't pass [redacted] on to the customer but accept that possibly the quality of merchandise isn't as high as Sears is selling it to be That being said, my complaint was primarily geared towards the awful customer service that I received and am still receivingOn July 16th, I did receive a message from [redacted] In the voicemail message he stated he would like to offer me a refund and would like to further discuss our complaintHe left his cell phone number and requested I return his callI attempted to return his call several times but never received an answer, the voicemail was full and I was unable to leave a messageAfter several attempts to call [redacted] we had to reach out to [redacted] to request [redacted] call us again [redacted] did call us a second time and informed me that he had issued a credit to our credit card after speaking to my wifeMy wife has NEVER spoken to [redacted] waited on the phone as I checked for a credit to my credit cardI informed him that no credit had been issuedHe said he would check into it and call me backI have not heard back from [redacted] states that we would receive a bank check within - business days (why did [redacted] tell us it would be a credit to the card used during purchase?)To date, I have NOT received a refund Final Business Response / [redacted] (4000, 12, 2015/08/11) */ August 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] rebuttal to our response regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician As previously stated, Mr [redacted] offered to refund the labor charges to Mr[redacted] Mr [redacted] informed Mr[redacted] that the refund would be issued to his credit card, which is standard procedure as long as the credit card information is still within our systemHowever, for security purposes, our system will remove all credit card information after a few weeksOnce the credit card is no longer available, refunds are issued via a bank check When Mr[redacted] responded that he had not received the refund, we investigated and discovered that that the request for the refund was submittedRegrettably, due to a system issue the process was not completedOn August 5, 2015, the request was resubmitted for the refund to be processedWe received confirmation that the refund check of $was issued on August 10, (check [redacted] Mr[redacted] should receive the check within business days Although Mr[redacted] would prefer us to keep his case open until he receives the refund check, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr[redacted] has our written commitment that he will receive the $refund which was sent via regular mail, so we feel that keeping this case open during the interim is unwarrantedIf Mr[redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time We apologize to Mr[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 14, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) We finally received our check yesterday, August 20thI'm not sure why the Revdex.com would close a case before it was resolvedSears may have given us their word; however, Sears broke their word time-after-time during this whole ordealWe are very disappointed with the Sears product and customer serviceAs much as we appreciate the refund, we will no longer be doing business with Sears
(The consumer indicated he/she ACCEPTED the response from the business.) MrSteven [redacted] from Sears responded to our complaint very professionally and courteouslyHe completely handled the problemHe provided us with a letter to complete the exchange and then took the trouble to call us after a day or so to make sure the exchange had been satisfactoryI thank Sears for handling this complaint and especially Mr***
September 6, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Raelena [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding the pricing of her recent oil change Auto Center Manager Randy Brody provided the following response: As clarification, Ms [redacted] ’s vehicle requires 0/oil, which we only carry in full syntheticThe $coupon was applied, but the full synthetic is $more than the synthetic blend oilMs [redacted] had her oil changed by us on March 9, so she should be aware that her vehicle requires full synthetic, not the blendAccordingly, we will not be issuing a partial refund as she suggested and we have closed our fileMs [redacted] may contact Randy during business hours at (***) ***- [redacted] if she has any further questions 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 concernsSincerely,Tammie [redacted] Specialist, Regulatory ComplaintsTell us why here
October 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her allegation that her dryer door is incorrect We have received Mr [redacted] complaint and apologize that he feels as though the dryer door is not the correct door for this unit We would like to note that Mr [redacted] is covered under an extended protection agreement until 3/02/ We have therefore scheduled service for 10/27/from 8:00am-12:00pm and if the dryer door is incorrect, we can replace the door That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
August 3, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Louis [redacted] Via: Revdex.com Website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerPursuant to Mr [redacted] ' request, the installer serviced the product on July 28, The customer confirmed the necessary repairs were made and the unit is workingMr [redacted] advised me he is satisfiedI also apologized for any inconveniences he may have experienced At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800- [redacted] x ***, or via email at Melissa[redacted] @searshomepro.com Sincerely, Melissa [redacted] SHIP/HI Regulatory Complaint Specialist cc: Louis [redacted] **
April 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of our brake evaluation [redacted] is correct; it seems there was an error made on our website and we want to thank him for taking the time to bring it to our attentionWe are taking steps to have this addressed right nowIn the meantime, there is a coupon (number [redacted] for a free brake evaluation on the site that may be usedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Geoffrey P [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the delay of his washer repair It is unfortunate that we failed Mr [redacted] expectations when he recently requested a refrigerator repair from SearsWe value his patronage and can understand his frustration with the series of events noted in hisWe can assure him that his concerns have been forwarded to management for review While we do have a centralized scheduling process that streamlines our repair scheduling and makes it more efficient, unfortunately, we still have instances where technicians are unable to complete their route as scheduled It may also be important to note that due to the many scenarios that can occur within a diagnosis and repair, Sears does not promise that repairs will be completed within a specific time frame Regardless, we are aware of how frustrating this can be for our customers and we are continually pursuing solutions that will provide better options to them when these situations occur Our records show that the final service order for his repair request was successfully completed on September 6, We have documented that our process did not meet Mr [redacted] needs, and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives We sincerely apologize for any inconvenience Mr [redacted] may have experienced and respectfully ask to have this matter closed, since the requested services have been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki Goldberg Regulatory Complaint Specialist 1-800-762-Ext
February 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent transaction On January 19, 2017, and adjustment for $was processed to Ms [redacted] accountThis leaves her with a balance of $that we will not be refundingMs [redacted] receipt clealry noted that she could be assessed a restocking fee of 15% if the item is returned and also the delivery portion of the installation fee is a non- refundable chargeThe restocking fee was refunded as a courtesy, but the delivery fee will remain as we provided that service and Ms [redacted] decided she simply did not like the range after it was already in her home installedIn light of the aforementioned information, 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] Specialist, Regulatory Complaints [redacted]
November 1, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jackie [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the non-receipt of a refund for an unused part It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her dishwasherWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded Ms [redacted] concerns to the appropriate management team for further review Upon researching Ms [redacted] complaint, we confirmed that the refund she was owed was never processed Accordingly, a refund request was submitted on November 1, However, rather than issuing a check for $48.96, we processed a check request for $for customer satisfactionWith that said, since we are providing Ms [redacted] with her requested resolution, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Dana [redacted] Regulatory Complaints Manager
October 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’s rebuttal to our previous response Mr [redacted] has been advised several times by the franchise owner that he will not be refunded Unfortunately, we are unable to obtrude upon that decision Mr [redacted] states that he cleaned his carpet using a shampooer that he had rented; this action voided “Sears Service Guarantee” Also, it is noted on the invoice that due to the condition of Mr [redacted] ’s carpet, the results would not be guaranteed Since Mr [redacted] has not provided any new information and the franchise owner is adamant that no refund will be provided, we have closed our file Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
August 16, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] –Cathy [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding her recent purchase Arrangements were made to pick up the merchandise in question and a full refund was issued todayMs [redacted] should see the refund on her account within 3-business daysAccordingly, we ask that this matter be considered 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 concernsSincerely,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ( [redacted] Tammie[redacted] @searshc.com Tell us why here
Complaint: [redacted] I am rejecting this response because:It doesn't matter weather I accept or reject their response This is a typical corporate reaction to any consumer I would like to know how many corporate personnel age and older could live out of a cooler because their refrigerator is a lemon and can't seen to be fixed Service was out again Monday, today, the appliance continues to go from cold to cool and I continue to keep my perishables in a cooler, four weeks out of a cooler is a bit too much I don't trust Sears any more and don't expect them to help the public as evidenced by their response That is why they continue to go down hill in sales and don't have much merchandise in their stores You can forward my response to them or do what ever you want with this I am through with Sears and so will anyone else I can demonstrate the poor respect Sears has for their customers Hopefully I will be able to gather a substantial following I began my participation in Sears in and have bought a lot of items since that time I doubt seriously if I can continue with them Thank you for your help Oh, and thank Sears for me also Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Sears was the one that charged my credit cardI was was told by sears that they stand behind their marketplace, which is being rebuked by the response from searsI was told numerous times by SEARS that I would be receiving a shipping label via email to return the itemThis was NEVER doneI called the credit company who was more than helpful and they agreed to pay for the shipping since SEARS is not doing what they said they would doAdditionally on the email from SEARS it stated I could chat with someone if I had any questions, however when you click on the link it goes to a page with a sears logo and says the page doesn't existI do still have one straight forward question for SEARSWhy do they allow unaccredited business to sell items on their website? If I knew anything about the company that SEARS was using I would not have purchased the itemHow can SEARS saying that it is between myself and the third party when SEARS charged my credit cardSince I have already mailed back the item who will be refunding me? I was told the third party does not have my credit card information and I do not want them to have it Sincerely, [redacted]
February 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase It was our understanding that Mr [redacted] was spoken with regarding this issue and an amicable solution was agreed toWe want to apologize for any inconvenience Mr [redacted] may have experienced as a result of the matterIn light of the aforementioned information, we have closed our fileWe 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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Carry In Repair Services [redacted] Sears Carry In Repair Technical Manager provided the following response: We are unable to resolve the phone issue and explained to Ms [redacted] that the technicians make every effort to call the consumers when possibleThe carry in repair technicians do leave a call back number when they have to call a consumer to discuss an issue when warrantedDuring the call with Ms [redacted] we also explained that we have to charge for our repairs but we will be deducting $from her repair charge as a gesture of good faith The technician went over the previous repairs and concerns with Ms [redacted] and she was satisfied with all of issuesIf I can be of any further assistance to Ms [redacted] she can reach me directly at [redacted] That said we ask that this complaint be closedWe 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]