August 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of MrF [redacted] complaint regarding his dissatisfaction with the services he received from Sears Auto Center and his subsequent request for a refund It is unfortunate that we failed MrF [redacted] expectations when he recently visited our Sears Auto CenterWe value his patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure MrF [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Erica M [redacted] Manager for Sears Auto Center ***, contacted MrF [redacted] on August 17, 2017, to discuss his concerns and offered to honor his request for a refund MrF [redacted] accepted the offer and returned the same day for his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future MrF [redacted] will allow us another opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted MrF*s 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] ***
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Syed [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] 's complaint regarding his online order and non-receipt of a refund After reviewing the complaint filed, we found that Mr [redacted] had previously been in contact with Social Media, Sears' escalated complaint departmentSocial Media researched his online order and confirmed that the refund was not successfully processedTherefore, a new eGift Card of $was processed on September 3, 2015, and emailed to his email addressOn September 8, 2015, Social Media confirmed with Mr [redacted] that he had received the refund gift cardWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe truly regret any inconvenience he may have experiencedIn the interim, since the refund has been received, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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 However, please note that after a week the washer is still making the grinding noises and we will be contacting Sears for additional repairs Sincerely, Dawn ***
December 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Kathleen H [redacted] Dear [redacted] We have completed the investigation of MsH [redacted] complaint regarding multiple reschedules and or attempts to repair her refrigerator It is unfortunate that we failed MsH [redacted] expectations when she recently requested a refrigerator repair from SearsWe value her patronage and can understand her frustration with the events noted in her complaintWe regret that this incident occurred, and we can assure her that her concerns have been forwarded to management for review While we make every effort to streamline our repair scheduling and make it more efficient, unfortunately we still have instances where technicians may be unable to complete their route as scheduled In all cases, it is our process to contact our customer immediately to inform them of any delay or the need to reschedule We are aware of how frustrating this can be for our customers and are continually pursuing solutions that will provide better options when these situations occur We have documented that our process did not meet MsH [redacted] needs, and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives With this having been said, the Repair Protection Agreement MsH [redacted] purchased for her refrigerator is a repair agreement foremost and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition Replacement is offered in instances where the covered item cannot be repaired due to a lack of available parts or technical information Our records show that the part necessary to repair MsH [redacted] refrigerator was determined to be unavailable Therefore, a replacement credit was authorized and she selected a new refrigerator on October 10, If MsH [redacted] has any questions about her Protection Agreement or options that may be available to her while waiting for a repair in the future, she may contact Sears Protection Agreement Benefits Administration, at [redacted] for assistance At this time, we can only reiterate that we truly regret any inconvenience MsH [redacted] may have experienced We respectfully ask to have this matter closed since we have completed services appropriate to the terms of the Repair Protection Agreement MsH [redacted] purchased for her refrigerator We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
Revdex.com:The mower was picked up Friday I have reviewed the response made by the business in reference to complaint ID [redacted] *nd find that this resolution is satisfactory to me Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: it has now been three weeks since we brought the defective mower back for repairI received a voicemail on 7/1/stating the mower was supposed to be ready by 7/but there is a delay and it will take longer no info on how much longer if the mower isn't back in my possession completely fixed by 7/8/I don't want it back.ss
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 mePlease advise Sears to notify me at s [redacted] @gmail.com as to when the refund will be processed Sincerely, Sheri [redacted] o
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Nancy E [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning systemLoretta [redacted] , Sears Home Services Support Specialist provided the following response: On September 28, 2016, a Sears Home Services technician was dispatched to Ms [redacted] home to install a previously ordered compressor, condenser motor and a capacitorAfter the repairs were completed the unit was tested and was cooling and was no longer making noiseIf I can be of any further assistance to Ms [redacted] , I invite her to contact 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 13, [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 visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] , Auto Center Manager of unit# [redacted] who states the following: I have this vehicle in the shop currently (5/18/16), the customer and his wife were in this morning and we reviewed his account and every dollar they have spent and I explained all to him, Mr [redacted] actually authorized additional work on the vehicle this morning (has a bad starter) and shook my hand and thanked me for working everything out for him(the biggest confusion was he had his work order copy and final invoice that he didn't realize were the same he thought he paid it twice), Although this has no impact the customer has spent $in their total history of being serviced here, not the aforementioned $ That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
June 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 his dissatisfaction with the fees charged for the return of the garbage disposal that he ordered online As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destinationWith that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersEach vendor has their own return policies as well Our records indicate that Mr [redacted] placed his online order for the garbage disposal with ***, a marketplace vendorThe vendor’s return policy for the garbage disposal was listed online for Mr [redacted] review prior to his purchaseIt states “Hassle-free returns: days money back, buyer pay return shipping and 15% restocking feeOriginal shipping cost is not refundedReturns must be in the original manufacturer box, with all content, including all paperworkItems returned without "Return Merchandise Authorization" (RMA) will not be refunded Mr [redacted] received the garbage disposal on May 25, and discovered that it did not fit his kitchenOn June 16, Mr [redacted] contacted us and requested to return the productHe was informed of the restocking fee and that he would be responsible for the return shipping costA request for an RMA was sent to the vendor for the returnUpon receipt of Mr [redacted] complaint, we reached out to [redacted] regarding the return [redacted] replied that the return is considered a customer error, not theirs [redacted] will accept the return and for customer satisfaction, they will provide a return shipping label at no cost to Mr***However, the 15% restocking fee will be appliedMr [redacted] accepted the offer and a return shipping label was emailed on June 27, A refund, less the restocking fee, will be issued to Mr [redacted] upon receipt of the garbage disposalIn the interim, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 12, 2015/07/10) */ July 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - David [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with the problems he encountered when scheduling service for his washer It is unfortunate that we failed Mr [redacted] 's expectations when he recently scheduled a washer repairWe value Mr [redacted] 's patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Upon receipt of Mr [redacted] 's complaint, we reached out to Betty Cunningham, Customer Advocate for Unit 6141, to assist with Mr [redacted] 's concernsMsCunningham researched and confirmed that the washer repair was completed on June 29, On July 7, 2015, she contacted Mr [redacted] to follow up on the washer repairMr [redacted] confirmed that the washer is working fineSince he was without a washer for two months, Mr [redacted] requested laundry reimbursementWe offered him $reimbursement and he accepted the offerMr [redacted] should receive the bank check within business daysWith that being said, since the washer has been repaired and the laundry reimbursement is a resolution that met with Mr [redacted] 's approval, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I thank you for your helpWhen the tech came back he installed all the parts he ordered and the washer still did not workHe made a special trip to pick up additional parts and the washer is working great nowI do feel Sears has to adjust there MAX for washer reinversimentHave you been to a laundry mat latelyThe prices are out of controlThank you for your help
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 HOWEVER, it should be noted that I did not receive any communication whatsoever from the seller I did finally receive the item, but they did not contact me in any other way regarding resolution Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I did not see yhe piss poor job of the setup any sooner, because I didnot attemptto move the bed at any time! If I had taken the bed down and looked under it I would haveswen it, but this bed has about inch clearance from the floor! I would not have known the set up guys did not screw the slats to the frame! Sincerely, Tina G [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Mary Beth [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her washer We apologize that Ms [redacted] ’s washer failed to meet her expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty and or a service agreement has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Ms [redacted] ’s case she purchased her washer on January 24, as well as a four (4) year Master Protection Agreement (MPA) with the first year running concurrent with the manufactures one (1) year product warrantyMs [redacted] ’s Master Protection Agreement expired on February 4, Ms [redacted] chose not to renew the MPA Our records show that Ms [redacted] contacted sears for service while still under her MPA starting in November There were five service orders for her washer all for her washer stopping mid cycle between November and June This appears to be an intermittent issue since on two of the service orders our service technician could not duplicate the issue and no repairs were done including the last service dated June 7, Due to the history of the repairs we will be happy to assist Ms [redacted] and have a senior service technician provide a full diagnostic on the washer at no cost to herOnce we receive our service report we will be happy to look at resolution options under the terms and conditions of the MPAMs [redacted] need only contact me directly at ***-***- [redacted] to start this processIn the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[redacted] @searshc.com
October 27, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] - Meghan E [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the charges she was assessed for a repair on her rangeAround the time that Ms [redacted] had her first service visit and the technician ordered a part, and the second visit when the part was installed, our home services division made some adjustments to the prices for many of our job codesDirection was given that if the price changed from the time we gave the estimate until the repair was completed, the technicians were supposed to call their managers to get a discount code that could be applied to remove that amountWe believe this is why Ms [redacted] service was for a higher amount than originally collected and we apologize that the process to reduce that amount was not followedMs [redacted] referenced an amount of $15.40, but our records show she was charged an additional $As such, we have issued a refund for $We would normally have refunded this back to the card charged, but since it was not for a large amount, and we did not want to delay further in waiting for a card number, we have issued the refund via a mailed bank check sent to the address on this complaint; it should arrive in the next 1-weeksIf Ms [redacted] does not receive it by November 14th, she is welcome to call or email me for further assistanceIn the interim, since we have provided Ms [redacted] with a little more than her requested resolution, we have closed our fileWe 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
June 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problems he encountered with the installation of his range and the quality of the customer service It is unfortunate that we failed Mr [redacted] expectations when he recently scheduled the delivery and installation of his rangeWe value Mr [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Upon receipt of Mr [redacted] complaint we reviewed the notes on his orderOn May 20, Mrs [redacted] called regarding the gap issue after the range was deliveredMs [redacted] was instructed to contact our installation department which handles installing kits in regards to gaps between appliances and cabinetryWe apologize for any miscommunication in regards to the true issueMrs [redacted] purchased the installation and an appointment was scheduled with our contractorAccording to the notes, the contractor noted that the order was incorrect and it was not an installation issueThe installation order was cancelled and on June 2, a refund of $was issued to Mr [redacted] account ending in ***We contacted Mr [redacted] and he confirmed that he hired a contractor to repair the gap issue, and the job was completed on June 6, With that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 14, 2016Revdex.comAttn: Nita [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Service Orders: 40058859, 40060338, 40060382, 40060495Revdex.com Case # [redacted] Kaemanje [redacted] Via: Revdex.com WebsiteDear Ms [redacted] ,This letter serves to provide a response to the consumer’s rebuttal statement dated 9/08/Sears denies all allegations made by Mr [redacted] in his rebuttal statement and will not take responsibility for any issues he may be experiencingSenior management has declined his request for a complete refund for the alleged unfulfilled warranty agreementThat decision is based on the following information.In review of the consumer’s file again, our records show that the central air unit was originally purchased on 3/03/We are still not able to locate the Protection Agreement (PA) coverage on the central air he alleged that he purchasedMoreover, the PA database does not show any extended warranty for the central airIf Mr [redacted] has any documentation that can show us otherwise and support his position, he can forward that to our office for reviewOnce we have received the proof of the PA purchase from him, we can input the PA in the system, then cancel it and issue a refund for the PA coverage.Our file remains closed at this timeWe will not address this issue gain unless Mr [redacted] can provide us with proof or documentation that can support his positionIf you have any further questions or concerns, please contact me at 1-800-222-extension [redacted] or via email at richard [redacted] @searshomepro.comSincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: Kaemanje [redacted] via First Class Mail
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience It is unfortunate that we failed [redacted] expectations when she received her online orderWe can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further we found that [redacted] had previously filed a Pre-Revdex.com complaint along with this complaintWe have reviewed the notes outlined in her order and while Sears is unable to track the merchandise that she returned, a full refund of $has been processedFor [redacted] records the return receipt number is [redacted] This credit should post to her account within to business days from May 26, 2016, or dependent on her financial institutions policyUnfortunately, Sears will be unable to provide an additional $to cover the price difference she paid at another retailerIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] *** [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorIt was Sears Protection Agreement Business Administration office that processed the food loss reimbursement check for $The maximum food loss reimbursement per the Master Protection Agreement covering Ms [redacted] refrigerator is $per calendar yearIf Ms [redacted] has any additional concerns regarding her food loss, we invite her to contact our Protection Agreement Business Administration office at [redacted] At this time, since we have noted our response to Ms [redacted] rebuttal, we ask that this complaint remain 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]
August 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of MrF [redacted] complaint regarding his dissatisfaction with the services he received from Sears Auto Center and his subsequent request for a refund It is unfortunate that we failed MrF [redacted] expectations when he recently visited our Sears Auto CenterWe value his patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure MrF [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Erica M [redacted] Manager for Sears Auto Center ***, contacted MrF [redacted] on August 17, 2017, to discuss his concerns and offered to honor his request for a refund MrF [redacted] accepted the offer and returned the same day for his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future MrF [redacted] will allow us another opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted MrF
*s 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] ***
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Syed [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] 's complaint regarding his online order and non-receipt of a refund After reviewing the complaint filed, we found that Mr [redacted] had previously been in contact with Social Media, Sears' escalated complaint departmentSocial Media researched his online order and confirmed that the refund was not successfully processedTherefore, a new eGift Card of $was processed on September 3, 2015, and emailed to his email addressOn September 8, 2015, Social Media confirmed with Mr [redacted] that he had received the refund gift cardWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe truly regret any inconvenience he may have experiencedIn the interim, since the refund has been received, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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 However, please note that after a week the washer is still making the grinding noises and we will be contacting Sears for additional repairs Sincerely, Dawn ***
December 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Kathleen H [redacted] Dear [redacted] We have completed the investigation of MsH [redacted] complaint regarding multiple reschedules and or attempts to repair her refrigerator It is unfortunate that we failed MsH [redacted] expectations when she recently requested a refrigerator repair from SearsWe value her patronage and can understand her frustration with the events noted in her complaintWe regret that this incident occurred, and we can assure her that her concerns have been forwarded to management for review While we make every effort to streamline our repair scheduling and make it more efficient, unfortunately we still have instances where technicians may be unable to complete their route as scheduled In all cases, it is our process to contact our customer immediately to inform them of any delay or the need to reschedule We are aware of how frustrating this can be for our customers and are continually pursuing solutions that will provide better options when these situations occur We have documented that our process did not meet MsH [redacted] needs, and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives With this having been said, the Repair Protection Agreement MsH [redacted] purchased for her refrigerator is a repair agreement foremost and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition Replacement is offered in instances where the covered item cannot be repaired due to a lack of available parts or technical information Our records show that the part necessary to repair MsH [redacted] refrigerator was determined to be unavailable Therefore, a replacement credit was authorized and she selected a new refrigerator on October 10, If MsH [redacted] has any questions about her Protection Agreement or options that may be available to her while waiting for a repair in the future, she may contact Sears Protection Agreement Benefits Administration, at [redacted] for assistance At this time, we can only reiterate that we truly regret any inconvenience MsH [redacted] may have experienced We respectfully ask to have this matter closed since we have completed services appropriate to the terms of the Repair Protection Agreement MsH [redacted] purchased for her refrigerator We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
Revdex.com:The mower was picked up Friday I have reviewed the response made by the business in reference to complaint ID [redacted] *nd find that this resolution is satisfactory to me Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: it has now been three weeks since we brought the defective mower back for repairI received a voicemail on 7/1/stating the mower was supposed to be ready by 7/but there is a delay and it will take longer no info on how much longer if the mower isn't back in my possession completely fixed by 7/8/I don't want it back.ss
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 mePlease advise Sears to notify me at s [redacted] @gmail.com as to when the refund will be processed Sincerely, Sheri [redacted] o
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Nancy E [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning systemLoretta [redacted] , Sears Home Services Support Specialist provided the following response: On September 28, 2016, a Sears Home Services technician was dispatched to Ms [redacted] home to install a previously ordered compressor, condenser motor and a capacitorAfter the repairs were completed the unit was tested and was cooling and was no longer making noiseIf I can be of any further assistance to Ms [redacted] , I invite her to contact 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 13, [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 visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] , Auto Center Manager of unit# [redacted] who states the following: I have this vehicle in the shop currently (5/18/16), the customer and his wife were in this morning and we reviewed his account and every dollar they have spent and I explained all to him, Mr [redacted] actually authorized additional work on the vehicle this morning (has a bad starter) and shook my hand and thanked me for working everything out for him(the biggest confusion was he had his work order copy and final invoice that he didn't realize were the same he thought he paid it twice), Although this has no impact the customer has spent $in their total history of being serviced here, not the aforementioned $ That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
June 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 his dissatisfaction with the fees charged for the return of the garbage disposal that he ordered online As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destinationWith that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersEach vendor has their own return policies as well Our records indicate that Mr [redacted] placed his online order for the garbage disposal with ***, a marketplace vendorThe vendor’s return policy for the garbage disposal was listed online for Mr [redacted] review prior to his purchaseIt states “Hassle-free returns: days money back, buyer pay return shipping and 15% restocking feeOriginal shipping cost is not refundedReturns must be in the original manufacturer box, with all content, including all paperworkItems returned without "Return Merchandise Authorization" (RMA) will not be refunded Mr [redacted] received the garbage disposal on May 25, and discovered that it did not fit his kitchenOn June 16, Mr [redacted] contacted us and requested to return the productHe was informed of the restocking fee and that he would be responsible for the return shipping costA request for an RMA was sent to the vendor for the returnUpon receipt of Mr [redacted] complaint, we reached out to [redacted] regarding the return [redacted] replied that the return is considered a customer error, not theirs [redacted] will accept the return and for customer satisfaction, they will provide a return shipping label at no cost to Mr***However, the 15% restocking fee will be appliedMr [redacted] accepted the offer and a return shipping label was emailed on June 27, A refund, less the restocking fee, will be issued to Mr [redacted] upon receipt of the garbage disposalIn the interim, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 12, 2015/07/10) */ July 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - David [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with the problems he encountered when scheduling service for his washer It is unfortunate that we failed Mr [redacted] 's expectations when he recently scheduled a washer repairWe value Mr [redacted] 's patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Upon receipt of Mr [redacted] 's complaint, we reached out to Betty Cunningham, Customer Advocate for Unit 6141, to assist with Mr [redacted] 's concernsMsCunningham researched and confirmed that the washer repair was completed on June 29, On July 7, 2015, she contacted Mr [redacted] to follow up on the washer repairMr [redacted] confirmed that the washer is working fineSince he was without a washer for two months, Mr [redacted] requested laundry reimbursementWe offered him $reimbursement and he accepted the offerMr [redacted] should receive the bank check within business daysWith that being said, since the washer has been repaired and the laundry reimbursement is a resolution that met with Mr [redacted] 's approval, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I thank you for your helpWhen the tech came back he installed all the parts he ordered and the washer still did not workHe made a special trip to pick up additional parts and the washer is working great nowI do feel Sears has to adjust there MAX for washer reinversimentHave you been to a laundry mat latelyThe prices are out of controlThank you for your help
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 HOWEVER, it should be noted that I did not receive any communication whatsoever from the seller I did finally receive the item, but they did not contact me in any other way regarding resolution Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I did not see yhe piss poor job of the setup any sooner, because I didnot attemptto move the bed at any time! If I had taken the bed down and looked under it I would haveswen it, but this bed has about inch clearance from the floor! I would not have known the set up guys did not screw the slats to the frame! Sincerely, Tina G [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Mary Beth [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her washer We apologize that Ms [redacted] ’s washer failed to meet her expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty and or a service agreement has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Ms [redacted] ’s case she purchased her washer on January 24, as well as a four (4) year Master Protection Agreement (MPA) with the first year running concurrent with the manufactures one (1) year product warrantyMs [redacted] ’s Master Protection Agreement expired on February 4, Ms [redacted] chose not to renew the MPA Our records show that Ms [redacted] contacted sears for service while still under her MPA starting in November There were five service orders for her washer all for her washer stopping mid cycle between November and June This appears to be an intermittent issue since on two of the service orders our service technician could not duplicate the issue and no repairs were done including the last service dated June 7, Due to the history of the repairs we will be happy to assist Ms [redacted] and have a senior service technician provide a full diagnostic on the washer at no cost to herOnce we receive our service report we will be happy to look at resolution options under the terms and conditions of the MPAMs [redacted] need only contact me directly at ***-***- [redacted] to start this processIn the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[redacted] @searshc.com
October 27, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] - Meghan E [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the charges she was assessed for a repair on her rangeAround the time that Ms [redacted] had her first service visit and the technician ordered a part, and the second visit when the part was installed, our home services division made some adjustments to the prices for many of our job codesDirection was given that if the price changed from the time we gave the estimate until the repair was completed, the technicians were supposed to call their managers to get a discount code that could be applied to remove that amountWe believe this is why Ms [redacted] service was for a higher amount than originally collected and we apologize that the process to reduce that amount was not followedMs [redacted] referenced an amount of $15.40, but our records show she was charged an additional $As such, we have issued a refund for $We would normally have refunded this back to the card charged, but since it was not for a large amount, and we did not want to delay further in waiting for a card number, we have issued the refund via a mailed bank check sent to the address on this complaint; it should arrive in the next 1-weeksIf Ms [redacted] does not receive it by November 14th, she is welcome to call or email me for further assistanceIn the interim, since we have provided Ms [redacted] with a little more than her requested resolution, we have closed our fileWe 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
June 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problems he encountered with the installation of his range and the quality of the customer service It is unfortunate that we failed Mr [redacted] expectations when he recently scheduled the delivery and installation of his rangeWe value Mr [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Upon receipt of Mr [redacted] complaint we reviewed the notes on his orderOn May 20, Mrs [redacted] called regarding the gap issue after the range was deliveredMs [redacted] was instructed to contact our installation department which handles installing kits in regards to gaps between appliances and cabinetryWe apologize for any miscommunication in regards to the true issueMrs [redacted] purchased the installation and an appointment was scheduled with our contractorAccording to the notes, the contractor noted that the order was incorrect and it was not an installation issueThe installation order was cancelled and on June 2, a refund of $was issued to Mr [redacted] account ending in ***We contacted Mr [redacted] and he confirmed that he hired a contractor to repair the gap issue, and the job was completed on June 6, With that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 14, 2016Revdex.comAttn: Nita [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Service Orders: 40058859, 40060338, 40060382, 40060495Revdex.com Case # [redacted] Kaemanje [redacted] Via: Revdex.com WebsiteDear Ms [redacted] ,This letter serves to provide a response to the consumer’s rebuttal statement dated 9/08/Sears denies all allegations made by Mr [redacted] in his rebuttal statement and will not take responsibility for any issues he may be experiencingSenior management has declined his request for a complete refund for the alleged unfulfilled warranty agreementThat decision is based on the following information.In review of the consumer’s file again, our records show that the central air unit was originally purchased on 3/03/We are still not able to locate the Protection Agreement (PA) coverage on the central air he alleged that he purchasedMoreover, the PA database does not show any extended warranty for the central airIf Mr [redacted] has any documentation that can show us otherwise and support his position, he can forward that to our office for reviewOnce we have received the proof of the PA purchase from him, we can input the PA in the system, then cancel it and issue a refund for the PA coverage.Our file remains closed at this timeWe will not address this issue gain unless Mr [redacted] can provide us with proof or documentation that can support his positionIf you have any further questions or concerns, please contact me at 1-800-222-extension [redacted] or via email at richard [redacted] @searshomepro.comSincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: Kaemanje [redacted] via First Class Mail
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience It is unfortunate that we failed [redacted] expectations when she received her online orderWe can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further we found that [redacted] had previously filed a Pre-Revdex.com complaint along with this complaintWe have reviewed the notes outlined in her order and while Sears is unable to track the merchandise that she returned, a full refund of $has been processedFor [redacted] records the return receipt number is [redacted] This credit should post to her account within to business days from May 26, 2016, or dependent on her financial institutions policyUnfortunately, Sears will be unable to provide an additional $to cover the price difference she paid at another retailerIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.) They are replacing the broken stove so I am satisfied
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] *** [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorIt was Sears Protection Agreement Business Administration office that processed the food loss reimbursement check for $The maximum food loss reimbursement per the Master Protection Agreement covering Ms [redacted] refrigerator is $per calendar yearIf Ms [redacted] has any additional concerns regarding her food loss, we invite her to contact our Protection Agreement Business Administration office at [redacted] At this time, since we have noted our response to Ms [redacted] rebuttal, we ask that this complaint remain 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]