June 10, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding Sears Duct CleaningFirst, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled a duct/furnace cleaning Our records show that several attempts have been made to contact Ms [redacted] to discuss her concerns; however, Ms [redacted] has not responded to the voice mails We value Ms [redacted] patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call [redacted] at her convenience if she requires further assistance In the interim, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
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]
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
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] **
(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***
October 23, Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: #- Tina Marie [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mrs***'s complaint regarding charges for a kit she had already purchased Kathy [redacted] , Customer Service Representative for Sears installation Services, has provided the following response: We attempted to contact Mrs [redacted] by telephone on October 22, 2015, but were unable to speak with herI left a message with my contact information, asking her to return my call so that we could discuss her issue further and provide the proper reimbursement; however, Mrs [redacted] has not yet repliedUntil we have an opportunity to discuss this matter with her, we are unable to work toward her preferred resolutionIf Mrs [redacted] still requires assistance, she is welcome to contact me directly at [redacted] We ask to have this matter closed in the interim, pending Mrs***'s response We apologize to Mrs [redacted] for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 1-800-762-Ext
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Jim ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding a garden tractor purchased from SearsThe tractor noted in Mr***’s complaint was purchased from Sears on January 2, It is important to add that Sears’ return policy is for a period of daysThe first time Sears serviced the tractor was on July 27th, some months after its purchase, when an alternator was replacedOn August 2, 2016, the unit would not state due to a ground wire that was not properly connected, this was related to the replacement of the alternatorWe replaced a belt and pulleySince we have clarified that Sears’ return policy is for days and have noted the completed service, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
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] **
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Ephraim [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding the Sears Home Warranty and repairs to his home air-conditioning system Brian ***, Cross Country Home Services, Customer Advocate provided the following response: Our office has spoken with Mr [redacted] and he has confirmed that the repairs to his system have been completed While it is unfortunate there were service related issues, it is important to note that weather did hamper the repair processMoving forward, if Mr [redacted] has any additional questions or concerns, he can contact Cross Country Home Services, the administrator of the Sears Home Warranty by calling our office at ***-***-***At this time since we have confirmed the aforementioned repairs, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
August 16, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Terry *** Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding the charges she was assessed for the repair to her refrigeratorWe would first like to explain that under our guarantee on our repairs, if further labor is needed and it is established to be related to the original repair, then it is done at no chargeThe only charges that are usually assessed would be the cost of any further parts that were not previously installedSo this means in Ms***’s case, that on her last repair order, she should not have been charged for labor of $plus tax of $Instead of doing this though, the technician set up Ms [redacted] to have the first service call refunded to her for $158.59, when in fact that amount was comprised solely of labor and the diagnostic fee and should have covered the labor on the other callSo this means if Ms [redacted] had received the refund of $158.59, we would still have owed her an additional $ What the technician did not realize is that when our billing department received the CWO form to refund Ms [redacted] for the labor on the first call, they deducted the non-refundable trip/diagnostic fee and that is why she was sent a check for only $Therefore, it is our finding that Ms [redacted] is owed a refund of $ We would like to credit her Visa account ending in with this amount, but we no longer have access to the full account number as it has dropped out of our system due to the length of time since we took the paymentIf Ms [redacted] could email me at Dana[redacted] @searshc.com or call me at [redacted] to give the first digits of the digit Visa card ending in 1615, I would be able to issue a refund to her account of $As far as the water filter is concerned, we could not find any orders for this in the service orders for the refrigeratorWe are unsure whether this was called in to our PartsDirect department or whatIf Ms [redacted] could provide us with the receipt for the payment for the water filter, or the card number she used to pay for it with, we could search our database to see where the charge originated and then follow up with that group to see why she never received the part or a refundWith that said, since we are willing to provide refunds and are only awaiting additional info from Ms***, we have closed our case pending her responseWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
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]
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]
September 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Eva-beth [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs [redacted] mentioned that she purchased the clothes onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the first order on July 24, and the second order on August 1, 2016, and then attempted to return them on September 17, 2016, she was clearly over the 30-day “hassle-free” return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com
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
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Debbie K [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding her dissatisfaction that her recent service for her dishwasher was not covered under her Master Protection Agreement As clarification, not all calls for service are covered by the Master Protection Agreement (MPA)Specifically, the MPA generally covers service visits that are due to a defect in material, workmanship or wear and tear, but it does not cover repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of natureThis is listed under section of the terms and conditions of the MPA In Ms [redacted] ’ case, our technician found that there was an insect infestation that shorted the main control board therefore causing the dishwasher not to workMs [redacted] was instructed that she would need to get an exterminator out to address the infestation and since the repairs are not due to a failure of the dishwasher but an infestation they are not covered under the MPA and she would be responsible for the needed repairsMs [redacted] contacted Sears after she had an exterminator out but then refused to pay to repair the dishwasher therefore the service call was closed out as “Estimate Declined” on February 10, With that said, it appears that Ms [redacted] ’ cancelled her Master Protection Agreement (MPA) on February 13, and was refunded the appropriate amount based on the Terms and Conditions of the MPASince Ms [redacted] ’ has cancelled the MPA and was refunded for the time remaining and we have explained why repair of the dishwasher was not covered under the MPA and would be her responsibility, we have closed our case 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
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
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
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]
August 30, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Kelli H*** Dear [redacted] We have completed the investigation of MsH [redacted] complaint regarding non receipt of a gift card from customer service.After reviewing Ms H [redacted] complaint and our records, we contacted the delivery department and were able to confirm that MsH [redacted] was issued a $gift card to keep the delivered appliances with some cosmetic damage on May 27, We called our credit department to conduct an audit of the gift card that was sent to MsH [redacted] Once completed, we were able to confirm that the gift card was still active with the full balance on itThe gift card was deactivated and a credit of $was issued back to the original form of payment with sales check # [redacted] on August 09, Since customer service issued a $sales adjustment for the gift card that MsH [redacted] never received, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
[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]
June 10, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding Sears Duct CleaningFirst, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled a duct/furnace cleaning Our records show that several attempts have been made to contact Ms [redacted] to discuss her concerns; however, Ms [redacted] has not responded to the voice mails We value Ms [redacted] patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call [redacted] at her convenience if she requires further assistance In the interim, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
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]
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
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] **
(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***
October 23, Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: #- Tina Marie [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mrs***'s complaint regarding charges for a kit she had already purchased Kathy [redacted] , Customer Service Representative for Sears installation Services, has provided the following response: We attempted to contact Mrs [redacted] by telephone on October 22, 2015, but were unable to speak with herI left a message with my contact information, asking her to return my call so that we could discuss her issue further and provide the proper reimbursement; however, Mrs [redacted] has not yet repliedUntil we have an opportunity to discuss this matter with her, we are unable to work toward her preferred resolutionIf Mrs [redacted] still requires assistance, she is welcome to contact me directly at [redacted] We ask to have this matter closed in the interim, pending Mrs***'s response We apologize to Mrs [redacted] for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 1-800-762-Ext
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Jim ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding a garden tractor purchased from SearsThe tractor noted in Mr***’s complaint was purchased from Sears on January 2, It is important to add that Sears’ return policy is for a period of daysThe first time Sears serviced the tractor was on July 27th, some months after its purchase, when an alternator was replacedOn August 2, 2016, the unit would not state due to a ground wire that was not properly connected, this was related to the replacement of the alternatorWe replaced a belt and pulleySince we have clarified that Sears’ return policy is for days and have noted the completed service, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
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] **
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Ephraim [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding the Sears Home Warranty and repairs to his home air-conditioning system Brian ***, Cross Country Home Services, Customer Advocate provided the following response: Our office has spoken with Mr [redacted] and he has confirmed that the repairs to his system have been completed While it is unfortunate there were service related issues, it is important to note that weather did hamper the repair processMoving forward, if Mr [redacted] has any additional questions or concerns, he can contact Cross Country Home Services, the administrator of the Sears Home Warranty by calling our office at ***-***-***At this time since we have confirmed the aforementioned repairs, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
August 16, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Terry *** Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding the charges she was assessed for the repair to her refrigeratorWe would first like to explain that under our guarantee on our repairs, if further labor is needed and it is established to be related to the original repair, then it is done at no chargeThe only charges that are usually assessed would be the cost of any further parts that were not previously installedSo this means in Ms***’s case, that on her last repair order, she should not have been charged for labor of $plus tax of $Instead of doing this though, the technician set up Ms [redacted] to have the first service call refunded to her for $158.59, when in fact that amount was comprised solely of labor and the diagnostic fee and should have covered the labor on the other callSo this means if Ms [redacted] had received the refund of $158.59, we would still have owed her an additional $ What the technician did not realize is that when our billing department received the CWO form to refund Ms [redacted] for the labor on the first call, they deducted the non-refundable trip/diagnostic fee and that is why she was sent a check for only $Therefore, it is our finding that Ms [redacted] is owed a refund of $ We would like to credit her Visa account ending in with this amount, but we no longer have access to the full account number as it has dropped out of our system due to the length of time since we took the paymentIf Ms [redacted] could email me at Dana[redacted] @searshc.com or call me at [redacted] to give the first digits of the digit Visa card ending in 1615, I would be able to issue a refund to her account of $As far as the water filter is concerned, we could not find any orders for this in the service orders for the refrigeratorWe are unsure whether this was called in to our PartsDirect department or whatIf Ms [redacted] could provide us with the receipt for the payment for the water filter, or the card number she used to pay for it with, we could search our database to see where the charge originated and then follow up with that group to see why she never received the part or a refundWith that said, since we are willing to provide refunds and are only awaiting additional info from Ms***, we have closed our case pending her responseWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
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]
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]
September 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Eva-beth [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs [redacted] mentioned that she purchased the clothes onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the first order on July 24, and the second order on August 1, 2016, and then attempted to return them on September 17, 2016, she was clearly over the 30-day “hassle-free” return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com
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
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Debbie K [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding her dissatisfaction that her recent service for her dishwasher was not covered under her Master Protection Agreement As clarification, not all calls for service are covered by the Master Protection Agreement (MPA)Specifically, the MPA generally covers service visits that are due to a defect in material, workmanship or wear and tear, but it does not cover repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of natureThis is listed under section of the terms and conditions of the MPA In Ms [redacted] ’ case, our technician found that there was an insect infestation that shorted the main control board therefore causing the dishwasher not to workMs [redacted] was instructed that she would need to get an exterminator out to address the infestation and since the repairs are not due to a failure of the dishwasher but an infestation they are not covered under the MPA and she would be responsible for the needed repairsMs [redacted] contacted Sears after she had an exterminator out but then refused to pay to repair the dishwasher therefore the service call was closed out as “Estimate Declined” on February 10, With that said, it appears that Ms [redacted] ’ cancelled her Master Protection Agreement (MPA) on February 13, and was refunded the appropriate amount based on the Terms and Conditions of the MPASince Ms [redacted] ’ has cancelled the MPA and was refunded for the time remaining and we have explained why repair of the dishwasher was not covered under the MPA and would be her responsibility, we have closed our case 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
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
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
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]
August 30, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Kelli H*** Dear [redacted] We have completed the investigation of MsH [redacted] complaint regarding non receipt of a gift card from customer service.After reviewing Ms H [redacted] complaint and our records, we contacted the delivery department and were able to confirm that MsH [redacted] was issued a $gift card to keep the delivered appliances with some cosmetic damage on May 27, We called our credit department to conduct an audit of the gift card that was sent to MsH [redacted] Once completed, we were able to confirm that the gift card was still active with the full balance on itThe gift card was deactivated and a credit of $was issued back to the original form of payment with sales check # [redacted] on August 09, Since customer service issued a $sales adjustment for the gift card that MsH [redacted] never received, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
[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]