March 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kristi S [redacted] - # [redacted] Dear MsV [redacted] We have completed our investigation of MsS [redacted] complaint regarding the non-receipt of a service refund It is regrettable that we failed MsS [redacted] expectations when she recently contacted Sears Homes Services to repair her dryerWe value MsS [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsS [redacted] for any inconvenience we may have caused Upon receiving MsS [redacted] complaint, we contacted the local service unit for assistance Keisha C [redacted] with unit [redacted] responded that after speaking with MsS [redacted] regarding her concerns, she submitted a refund request for $ MsS [redacted] should receive a refund check in the next to days In the interim, since we are providing MsS [redacted] with her requested resolution, we ask that this matter be closed Again, we apologize to MsS [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
May 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our response the problems she encountered when she attempted to return a purchase after the 30-day return period had expired We apologize if Ms [redacted] was misinformed that the return would have been processed after the 30-day return period if she had presented a gift receiptThe return policy is the same with or without a gift receiptA gift receipt will only mask the price a consumer paid for the item and guarantees that the gift receiver will receive the full value of the purchase price if they decide to return it within the return periodAs previously stated, Store Manager Amy [redacted] confirmed that the Return Policy is posted at every register and the receipt clearly states “Our return policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for details.” Regardless if she made her intents clear at the time of her purchase, the gift receipt would not have provided additional time to the return period Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAs this is in accordance with our posted polices, we ask to have this matter closed 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Wade [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a Craftsman garden tractor purchased from SearsDue to the concerns noted in Mr [redacted] ’s complaint, the decision was made to make an exception to Sears return policy and allow the unit to be returned for a refundThe store manager will be reaching out to Mr [redacted] to discuss returning the unit and the refund processSince we have noted our intent to return Mr [redacted] ’s tractor, 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
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our investigation of Ms [redacted] complaint regarding her Sears Appliance Warranty As clarification, when a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” We were able to pull the call in question and confirmed that the disclosure statement above was indeed read to Ms [redacted] on May 10, at the time of purchase of the Sears Appliance WarrantySince we have confirmed that Ms [redacted] was indeed informed of the maximum replacement and service amount in the first days of the Sears Appliance Warranty we will not be honoring her request to raise that amount and have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 23, 2014Revdex.com [redacted] North Wabash Ave., Ste 2006Chicago, IL [redacted] Via: Revdex.com Website [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 [redacted] complaint, I received authorization for the [redacted] to obtain an alternate company, [redacted] Air Conditioning, Heating and Plumbing, to provide an estimate and repairsI mailed a check to the [redacted] for the repairsThe [redacted] confirmed with me via email Friday evening that the repairs have been made and everything is workingAt this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted]
October 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal We have reviewed both our response and Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintAs we stated in our prior response, the only option open to MsMiller is to continue paying on her leaseHer request is outside of the terms of our return policy and the manufacturer’s warranty; therefore, we will not be able to grant itThis is our final response and it will not changeAny further communications regarding this issue will return to our desk and the answer will be the sameAs such, we ask that it remain closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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 meSincerely, [redacted] ***
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his washer repairFirst, we would like to apologize to Mr [redacted] for failing his expectations in regard to his washer repair Additionally, we would like to assure Mr [redacted] that we appreciate his 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 sincerely regret any inconvenience Mr [redacted] may have experiencedOn May 25, 2016, [redacted] with unit [redacted] spoke with Mr [redacted] in regard to his concerns Mr [redacted] was offered and subsequently accepted a partial refund in the amount of $ Accordingly, a refund request was submitted on May 25th, so Mr [redacted] should see a credit post to his [redacted] account in the next seven to ten business days In summary, since we documented Mr [redacted] concerns with the repair process and issued the aforementioned refund, we ask to have this matter closedAgain, we apologize to Mr [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of MsK [redacted] complaint regarding her dissatisfaction with the multiple repairs on her microwave and her request for a replacement unit Firstly we would like to apologize for the inconvenience and disappointment that MsK [redacted] may have experiencedAccording to our records, the microwave was purchased on October 28, and she reported the problem with the microwave on April 9, Since the microwave failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor to repair the productRegrettably, the warranty repair of the microwave took multiple parts and service visits to completeThe microwave repair was completed on July 6, We apologize that the repair took longer than expected We contacted MsK [redacted] and she confirmed that she has used the microwave a few times and it has been working since the repair was completedDue to the multiple repairs, and to provide MsK [redacted] additional assurance, we offered to add a one-year protection agreement on the microwave; at no additional costMsK [redacted] accepted the offer and the microwave coverage will expire on October 31, MsK [redacted] also mentioned that during the repair, the vent on the microwave was bentWe requested that she provide a picture of the damaged vent and assured her that we would replace the partWith that being said, since we have addressed the issue brought forth in MsK [redacted] complaint, we have closed our file We apologize to MsK [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent refrigerator delivery and request for a full refund [redacted] Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed Mr [redacted] expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter receive the complaint filed, we issued a refund of the delivery fee under return receipt number [redacted] We invited Mr [redacted] back into the store if he was still in the market for a new refrigerator and offered to take $off the modelShould Mr [redacted] have any questions, he may contact our store directly at [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I would like to leave this complaint open until the new fridge is delivered Have found through this whole ordeal that a lot is promised and nothing is guaranteed with this company So until I have a working fridge in my home I don't feel this should be a closed issue yet If this is not the policy of the Revdex.com I do understand since I have never filed a complaint before so I do not know the protocol I feel this is a fair request since I have been without a fridge for weeks (8weeks by the time the new fridge is delivered) now and nothing was being done by Sears until I contacted the Revdex.com, then they were will to jump through hoops and rectify the situation Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint We are attempting to set service so we can have our service technician obtain pictures of the cook top issueWe have left Ms [redacted] a message with the direct number to the service unit so we can schedule a service tech and are waiting for a call back With that being said we would like to address Ms [redacted] inaccuracies in her complaintMs [redacted] did indeed purchase an oven, microwave, and refrigerator and cook top all on April 20, with a service agreement on each itemBut it is important to note that Ms [redacted] cancelled all but the cook top two days before delivery and was fully refunded for the oven, microwave and refrigerator as well as the service agreements she purchased for those items Once we have obtained pictures of Ms [redacted] cook top from a Sears’s service technician we will continue our research We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Sears did the work and its technician is the one who made the errors causing the loss and inconvenience I feel it is appropriate residing with the responsible party There is already claim against HMS open in FL since that is where the company resides Sincerely, [redacted] ***
September 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Mona JS [redacted] Dear [redacted] We have completed the investigation of MsS [redacted] complaint regarding her refrigerator Unfortunately, the manufacturer’s warranty does not provide for compensation of any kind including incidental or consequential damagesHowever, as a courtesy, a check for $was sent to MsS [redacted] and it was cashed on September 7, In light of the aforementioned information, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his refrigerator repair Although several attempts were made to repair Mr [redacted] refrigerator, we decided to replace the unit under his exceptional parts warranty Mr [redacted] selected a new refrigerator and the exchange was processed on January 16, The new refrigerator is schedule for delivery on January 30, 2017, which is the first available date Mr [redacted] has my email address, [redacted] if he has any further questions or concerns With that said, since Mr [redacted] is being provided with a fair resolution, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding a recent purchase As clarification, the gold bag was a sporting good item, not a fitness accessory item; therefore Mr [redacted] purchase would not have qualifiedHowever, our records reflect that he was given the $in points he was seeking on March 8, Then, he quickly used those points minutes letterThe next day, he canceled the order he would have needed to qualify for the $in pointsAs such, Mr [redacted] received $he was not dueWe apologize if Mr [redacted] felt he was not treated properly when he spoke with JenniferThis feedback has been passed onto the proper parties for handlingIn light of the aforementioned information, we have closed our file We 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 [redacted]
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and subsequent request for a refund for tires she purchased on sears.com It is unfortunate that we failed [redacted] expectations when she recently visited our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we issued a full refund of $to [redacted] account ending in [redacted] on March 23, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
August 4, 2017Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Patricia ***Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding the mattress set she purchased on November 15, 2016.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesAfter the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms [redacted] case, our records show that she called customer service on June 06, to report that stitching on her mattress is comping apartCustomer service requested pictures from Ms***Once the pictures were reviewed, Ms [redacted] was informed that the warranty does not cover the fabric on the mattress and her warranty exchange was deniedWe would to advise that this information is also stated in the warranty card that is provided to customers when purchasing a mattress setSince we have addressed the concerns brought forth in Ms [redacted] complaint, 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 [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: imx integrated member experience
Contact Name and Title: MELISSA [redacted] July 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Rudy [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding his dissatisfaction with the repairs to his refrigerator First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigeratorOur records show that A&E Factory Service initially installed a new icemaker in Mr [redacted] refrigerator on June 12, Unfortunately, the repair did not resolve the issue with the unitMrWalters called for service again the next day to report that the unit was not workingA technician re-examined Mr [redacted] refrigerator on June 24, 2015, and determined that a control board had failedThe part was replaced that day and appeared to resolve the issueMr [redacted] called for service again on June 25, 2015, indicating that the icemaker was not producing sufficient iceA technician subsequently examined the refrigerator on July 8, 2015, and replaced the display coverMr [redacted] has not called for further service since the last repair, so it is our understanding that the icemaker is working as expected Understandably, Mr [redacted] is upset with the follrepairs, but it is not uncommon for an underlying or secondary problem to surface once an obvious product failure has been addressedWhile we cannot provide Mr [redacted] with a full refund of the charges for the repairs to his refrigerator as the unit is outside the manufacturer's warranty, our office has processed a 30% refund of the chargesTwo credits were processed on July 14, 2015; a credit for $to Mr [redacted] Visa account ending in and a credit for $to Mr [redacted] Visa account ending in These credits should post to both accounts within the next five to seven daysWith that said, since we have repaired Mr [redacted] refrigerator, albeit later than expected, and provided the aforementioned compensation, we ask to have this matter closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
February 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Elyse P [redacted] - # Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her refrigerator repair It is regrettable that we failed Ms [redacted] ’s expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms [redacted] ’s 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, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Although several attempts were made to resolve the cooling issue with Ms [redacted] ’s refrigerator, it was determined that the unit should be replaced under the exceptional parts warranty On February 14, 2017, Ms [redacted] selected a new refrigerator, GE GZS22DSJSS The new refrigerator is scheduled for delivery on February 23, 2017, which was the first available date The delivery team will remove the old unit when they deliver the new appliance Although we are responding to your agency in the interim, we will continue to monitor Ms [redacted] ’s delivery until it has been completed With that said, since it is our understanding that Ms [redacted] is satisfied with the resolution being provided, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
March 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kristi S [redacted] - # [redacted] Dear MsV [redacted] We have completed our investigation of MsS [redacted] complaint regarding the non-receipt of a service refund It is regrettable that we failed MsS [redacted] expectations when she recently contacted Sears Homes Services to repair her dryerWe value MsS [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsS [redacted] for any inconvenience we may have caused Upon receiving MsS [redacted] complaint, we contacted the local service unit for assistance Keisha C [redacted] with unit [redacted] responded that after speaking with MsS [redacted] regarding her concerns, she submitted a refund request for $ MsS [redacted] should receive a refund check in the next to days In the interim, since we are providing MsS [redacted] with her requested resolution, we ask that this matter be closed Again, we apologize to MsS [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
May 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our response the problems she encountered when she attempted to return a purchase after the 30-day return period had expired We apologize if Ms [redacted] was misinformed that the return would have been processed after the 30-day return period if she had presented a gift receiptThe return policy is the same with or without a gift receiptA gift receipt will only mask the price a consumer paid for the item and guarantees that the gift receiver will receive the full value of the purchase price if they decide to return it within the return periodAs previously stated, Store Manager Amy [redacted] confirmed that the Return Policy is posted at every register and the receipt clearly states “Our return policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for details.” Regardless if she made her intents clear at the time of her purchase, the gift receipt would not have provided additional time to the return period Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAs this is in accordance with our posted polices, we ask to have this matter closed 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Wade [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a Craftsman garden tractor purchased from SearsDue to the concerns noted in Mr [redacted] ’s complaint, the decision was made to make an exception to Sears return policy and allow the unit to be returned for a refundThe store manager will be reaching out to Mr [redacted] to discuss returning the unit and the refund processSince we have noted our intent to return Mr [redacted] ’s tractor, 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
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our investigation of Ms [redacted] complaint regarding her Sears Appliance Warranty As clarification, when a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” We were able to pull the call in question and confirmed that the disclosure statement above was indeed read to Ms [redacted] on May 10, at the time of purchase of the Sears Appliance WarrantySince we have confirmed that Ms [redacted] was indeed informed of the maximum replacement and service amount in the first days of the Sears Appliance Warranty we will not be honoring her request to raise that amount and have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 23, 2014Revdex.com [redacted] North Wabash Ave., Ste 2006Chicago, IL [redacted] Via: Revdex.com Website [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 [redacted] complaint, I received authorization for the [redacted] to obtain an alternate company, [redacted] Air Conditioning, Heating and Plumbing, to provide an estimate and repairsI mailed a check to the [redacted] for the repairsThe [redacted] confirmed with me via email Friday evening that the repairs have been made and everything is workingAt this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted]
October 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal We have reviewed both our response and Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintAs we stated in our prior response, the only option open to MsMiller is to continue paying on her leaseHer request is outside of the terms of our return policy and the manufacturer’s warranty; therefore, we will not be able to grant itThis is our final response and it will not changeAny further communications regarding this issue will return to our desk and the answer will be the sameAs such, we ask that it remain closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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 meSincerely, [redacted] ***
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his washer repairFirst, we would like to apologize to Mr [redacted] for failing his expectations in regard to his washer repair Additionally, we would like to assure Mr [redacted] that we appreciate his 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 sincerely regret any inconvenience Mr [redacted] may have experiencedOn May 25, 2016, [redacted] with unit [redacted] spoke with Mr [redacted] in regard to his concerns Mr [redacted] was offered and subsequently accepted a partial refund in the amount of $ Accordingly, a refund request was submitted on May 25th, so Mr [redacted] should see a credit post to his [redacted] account in the next seven to ten business days In summary, since we documented Mr [redacted] concerns with the repair process and issued the aforementioned refund, we ask to have this matter closedAgain, we apologize to Mr [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of MsK [redacted] complaint regarding her dissatisfaction with the multiple repairs on her microwave and her request for a replacement unit Firstly we would like to apologize for the inconvenience and disappointment that MsK [redacted] may have experiencedAccording to our records, the microwave was purchased on October 28, and she reported the problem with the microwave on April 9, Since the microwave failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor to repair the productRegrettably, the warranty repair of the microwave took multiple parts and service visits to completeThe microwave repair was completed on July 6, We apologize that the repair took longer than expected We contacted MsK [redacted] and she confirmed that she has used the microwave a few times and it has been working since the repair was completedDue to the multiple repairs, and to provide MsK [redacted] additional assurance, we offered to add a one-year protection agreement on the microwave; at no additional costMsK [redacted] accepted the offer and the microwave coverage will expire on October 31, MsK [redacted] also mentioned that during the repair, the vent on the microwave was bentWe requested that she provide a picture of the damaged vent and assured her that we would replace the partWith that being said, since we have addressed the issue brought forth in MsK [redacted] complaint, we have closed our file We apologize to MsK [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent refrigerator delivery and request for a full refund [redacted] Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed Mr [redacted] expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter receive the complaint filed, we issued a refund of the delivery fee under return receipt number [redacted] We invited Mr [redacted] back into the store if he was still in the market for a new refrigerator and offered to take $off the modelShould Mr [redacted] have any questions, he may contact our store directly at [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I would like to leave this complaint open until the new fridge is delivered Have found through this whole ordeal that a lot is promised and nothing is guaranteed with this company So until I have a working fridge in my home I don't feel this should be a closed issue yet If this is not the policy of the Revdex.com I do understand since I have never filed a complaint before so I do not know the protocol I feel this is a fair request since I have been without a fridge for weeks (8weeks by the time the new fridge is delivered) now and nothing was being done by Sears until I contacted the Revdex.com, then they were will to jump through hoops and rectify the situation Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint We are attempting to set service so we can have our service technician obtain pictures of the cook top issueWe have left Ms [redacted] a message with the direct number to the service unit so we can schedule a service tech and are waiting for a call back With that being said we would like to address Ms [redacted] inaccuracies in her complaintMs [redacted] did indeed purchase an oven, microwave, and refrigerator and cook top all on April 20, with a service agreement on each itemBut it is important to note that Ms [redacted] cancelled all but the cook top two days before delivery and was fully refunded for the oven, microwave and refrigerator as well as the service agreements she purchased for those items Once we have obtained pictures of Ms [redacted] cook top from a Sears’s service technician we will continue our research We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Sears did the work and its technician is the one who made the errors causing the loss and inconvenience I feel it is appropriate residing with the responsible party There is already claim against HMS open in FL since that is where the company resides Sincerely, [redacted] ***
September 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Mona JS [redacted] Dear [redacted] We have completed the investigation of MsS [redacted] complaint regarding her refrigerator Unfortunately, the manufacturer’s warranty does not provide for compensation of any kind including incidental or consequential damagesHowever, as a courtesy, a check for $was sent to MsS [redacted] and it was cashed on September 7, In light of the aforementioned information, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his refrigerator repair Although several attempts were made to repair Mr [redacted] refrigerator, we decided to replace the unit under his exceptional parts warranty Mr [redacted] selected a new refrigerator and the exchange was processed on January 16, The new refrigerator is schedule for delivery on January 30, 2017, which is the first available date Mr [redacted] has my email address, [redacted] if he has any further questions or concerns With that said, since Mr [redacted] is being provided with a fair resolution, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding a recent purchase As clarification, the gold bag was a sporting good item, not a fitness accessory item; therefore Mr [redacted] purchase would not have qualifiedHowever, our records reflect that he was given the $in points he was seeking on March 8, Then, he quickly used those points minutes letterThe next day, he canceled the order he would have needed to qualify for the $in pointsAs such, Mr [redacted] received $he was not dueWe apologize if Mr [redacted] felt he was not treated properly when he spoke with JenniferThis feedback has been passed onto the proper parties for handlingIn light of the aforementioned information, we have closed our file We 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 [redacted]
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and subsequent request for a refund for tires she purchased on sears.com It is unfortunate that we failed [redacted] expectations when she recently visited our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we issued a full refund of $to [redacted] account ending in [redacted] on March 23, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
August 4, 2017Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Patricia ***Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding the mattress set she purchased on November 15, 2016.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesAfter the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms [redacted] case, our records show that she called customer service on June 06, to report that stitching on her mattress is comping apartCustomer service requested pictures from Ms***Once the pictures were reviewed, Ms [redacted] was informed that the warranty does not cover the fabric on the mattress and her warranty exchange was deniedWe would to advise that this information is also stated in the warranty card that is provided to customers when purchasing a mattress setSince we have addressed the concerns brought forth in Ms [redacted] complaint, 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 [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: imx integrated member experience
Contact Name and Title: MELISSA [redacted] July 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Rudy [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding his dissatisfaction with the repairs to his refrigerator First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigeratorOur records show that A&E Factory Service initially installed a new icemaker in Mr [redacted] refrigerator on June 12, Unfortunately, the repair did not resolve the issue with the unitMrWalters called for service again the next day to report that the unit was not workingA technician re-examined Mr [redacted] refrigerator on June 24, 2015, and determined that a control board had failedThe part was replaced that day and appeared to resolve the issueMr [redacted] called for service again on June 25, 2015, indicating that the icemaker was not producing sufficient iceA technician subsequently examined the refrigerator on July 8, 2015, and replaced the display coverMr [redacted] has not called for further service since the last repair, so it is our understanding that the icemaker is working as expected Understandably, Mr [redacted] is upset with the follrepairs, but it is not uncommon for an underlying or secondary problem to surface once an obvious product failure has been addressedWhile we cannot provide Mr [redacted] with a full refund of the charges for the repairs to his refrigerator as the unit is outside the manufacturer's warranty, our office has processed a 30% refund of the chargesTwo credits were processed on July 14, 2015; a credit for $to Mr [redacted] Visa account ending in and a credit for $to Mr [redacted] Visa account ending in These credits should post to both accounts within the next five to seven daysWith that said, since we have repaired Mr [redacted] refrigerator, albeit later than expected, and provided the aforementioned compensation, we ask to have this matter closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
February 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Elyse P [redacted] - # Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her refrigerator repair It is regrettable that we failed Ms [redacted] ’s expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms [redacted] ’s 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, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Although several attempts were made to resolve the cooling issue with Ms [redacted] ’s refrigerator, it was determined that the unit should be replaced under the exceptional parts warranty On February 14, 2017, Ms [redacted] selected a new refrigerator, GE GZS22DSJSS The new refrigerator is scheduled for delivery on February 23, 2017, which was the first available date The delivery team will remove the old unit when they deliver the new appliance Although we are responding to your agency in the interim, we will continue to monitor Ms [redacted] ’s delivery until it has been completed With that said, since it is our understanding that Ms [redacted] is satisfied with the resolution being provided, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist