November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Gina [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers We have received Ms [redacted] complaint and apologize that her window button was damaged during a visit to one of our auto centers Vernon [redacted] , Jr., Auto Center Coach for unit# has spoken with Ms [redacted] and agreed to repair the button That being said, because we have agreed upon a resolution with Ms [redacted] , we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
September 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94567454-Denise [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding her patio furniture We have spoken with the manufacturer, Numark, and they have sent two of the chairs Ms [redacted] needed to her home address free of chargeIn light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie[redacted] @searshc.com
March 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return her purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms [redacted] was provided clearly states the following: Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptionsMs [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the children’s clothes, shoes, and the shaver on February 4, and then attempted to return them on March 8, 2017, she was over the 30-day “hassle-free” return period However, after the Kmart hassle-free 30-day return/exchange period has expired, the shaver should be covered by the manufacturer’s warrantyWe contacted Ms [redacted] and requested a copy of the receipt and the model information on the shaver in order to assist her with researching the manufacturer’s warrantyShe stated that she did not have the information with her but agreed to send the informationShe also confirmed that she had the manual and all items with the shaverAs of today, Ms [redacted] has not provided the requested informationHowever, she should be able to find the manufacturer’s warranty and contact information in the manualMs [redacted] will need to contact the manufacturer regarding the defective shaver We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms [redacted] when no one else has received oneMs [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 28, [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 regarding her recent online experience We apologize for the delay in responding to this complaintAfter reviewing the notes in her order, we found that she has been in contact with (EMS) Executive Member Support, Sears’ escalated complaint departmentEMS is currently working towards a resolution to return and issue a refundWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decision We apologize again 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 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 Sincerely, [redacted] L ***
May 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have reviewed Mr [redacted] rebuttal complaint regarding his recent online order experience and dissatisfaction with the price increase of the merchandise After reviewing Mr [redacted] rebuttal and the additional information he provided, we decided to offer a $gift cardThis gift card will cover the price difference if Mr [redacted] decides to replace a new orderWe sent an email correspondence with this information and he replied asking this resolutionTherefore, we have processed the gift card which will be mailed within to business daysShould Mr [redacted] have any questions, he may contact us via emailIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the gift card 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
August 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of MsMc [redacted] complaint regarding the problems she encountered when the auto center replaced her alternator and the refund process We would like to note that on MsMcC [redacted] complaint she mentioned that the service was performed at the Sears Auto Center in Hamilton, NJSince we do not have an auto center in Hamilton, NJ we submitted the complaint to nearest auto center located in Lawrenceville, NJThe auto center manager, Jack K [redacted] contacted MsMcC [redacted] and she accepted a refund of $plus the cost of the batterySince MsMcC [redacted] lives closer to the auto center located in Willow G***, MrK [redacted] made arrangements to have the refund processed at that locationHowever, District Manager Thomas T [redacted] also contacted MsMcC [redacted] and requested documentation prior to issuing the refundMsMcC [redacted] provided him the requested documentationDistrict Manager T [redacted] reviewed the documentation and advised MsMcC [redacted] that she would need to provide the alleged defective alternator that was installed by SearsMsMcC [redacted] was unable to provide the part since she had to pay a $core fee in order for the other auto center to return her partSince MsMcC [redacted] was unable to provide the part for testing, District Manager T [redacted] offered to refund MsMcC [redacted] for the labor fees for customer satisfactionMsMcC [redacted] did not accept the offer During the investigation, it was discovered that the service was not performed at the Lawrenceville, NJ locationMsMcC [redacted] emailed the address of the auto center which is located in Mays LandingThe auto center manager at the Mays Landing location is Juan P [redacted] and he had been working with MsMcC [redacted] and the vendor regarding her initial complaint of the defective alternatorSince it was confirmed that MsMcC [redacted] had already been offered a full refund of $438.70, District Manager agreed to honor the refund without the returning the part in questionHowever, due to the problems encountered, MsMcC [redacted] has informed us that she has hired an attorney to resolve her complaintWith that being said, since we have addressed the issue brought forth in MsMcC [redacted] ’s complaint, we have closed our file We apologize to MsMcC [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]
Complaint: [redacted] I am rejecting this response because: The individual claiming to be from Sears was hesitant in providing his name and was extremely rudeAlso , I was not in a position to discuss the issueThe individual only called after I received an email from SearsIt’s customer service is not one of Sears strong point.Thank Yoi Sincerely, Louraine W***
September 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear MsVirghes: We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the multiple service attempts on her washer and her request for a replacement Before going further, we would like to note that Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “ must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”We have researched Ms [redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement We can also understand how frustrating Ms [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and on September 22, she was offered a replacement for the washerMs [redacted] has made a selection and the replacement washer is scheduled for delivery on October 8, With that being said, since we provided Ms [redacted] with her requested resolution, we have closed our file 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 Complaint Specialist Sears Holdings Corporation [redacted]
November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation of [redacted] complaint regarding her water heaterWe want to apologize to [redacted] that her unit was dentedHowever, our technician has verified that the damage is only cosmetic and it does not affect the functionality of the unitWe can certainly provide an exchange for the unit if [redacted] wishesHowever, we have several options to propose as alternativesWe are willing to issue a refund for the $ service fee she was charged and also purchase an additional year of coverage on her behalf for the unitAfter the first year, [redacted] would be responsible any labor or installation fees until October 17, If [redacted] is not interested in the additional warranty, we will refund the service fee and we can issue a credit for half of the installation fee she paid as an alternative Should [redacted] wish to accept one of these offers, I may be reached during business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept the apology from Sears and their offer to pick up the defective refrigerator and issue a call tag for the partWe also agree to the refund amount which is the full purchase priceWe understand that it may take up to business days to receive our refund check
August 23, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her Sears Home Warranty First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] ’s complaint, we contacted our Sears Home Warranty group for assistance Case Management Specialist [redacted] responded that Ms [redacted] ’s repair was delayed due to the issues in getting a compressorThe first compressor was shipped with a missing prong; the second compressor was shipped upside down and if installed, it would have contaminated the entire refrigerator; and the third compressor was the wrong model A Bosch compressor was ordered and a Whirlpool model arrived in a Bosch box Therefore, in accordance with the terms of Ms [redacted] ’s Home Warranty, she is being offered a $1,claim credit Ms [redacted] has left messages for Ms [redacted] , but it is our understanding that her calls have not been returned If Ms [redacted] has any questions regarding the aforementioned claim credit or has further questions regarding her Home Warranty, she will need to call Ms [redacted] at (***) ***- [redacted] extension ***, or she can email her at [redacted] @cchs.com In the interim, since a fair resolution has been proposed that is commensurate to the terms of her Home Warranty, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
December 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 recent online order experience and request to return the product for a full refund It is unfortunate that we failed Mr [redacted] expectations as we value his patronage and 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 reviewing the notes in the order, we show that Sears Online submitted a [redacted] Damage claim to research this matterMr [redacted] should receive a follow up within business hoursAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him 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 pending [redacted] damage claim and return process 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
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Robert L [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding his refrigerator We would first like to point out that HomeSure of America, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract Upon receipt of Mr [redacted] we were informed by CCHS that he was approved for replacement it is our understanding that this resolution was acceptable to MrMellgren therefore we have closed this case We apologize to Mr [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] Vanessa.L[redacted] @searshc.com
June 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request to return the product for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experiencedAccordingly, a return label was issued to Ms [redacted] and she returned the product via ***Therefore, a refund of $was issued on May 31, 2017, which will post to her [redacted] account within to business daysWe have emailed the Shop Your Way Reward department to have the remaining $returned to her accountAdditionally, 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 uponIn the interim, we have noted Ms [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
August 22th, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] [redacted] Via: Revdex.com Website Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner SHIP is unable to meet MsP [redacted] because of her travel schedule related to her workThe Revdex.com’s time constraint of response time and MsP [redacted] travel schedule will not allow SHIP to address the concern MsP [redacted] hasSHIP will be working with MsP [redacted] to come to an amicable resolution with the member once her schedule allows for SHIP to set appointments with herSHIP will keep this file open internally and I will make sure we address MsP [redacted] HVAC concern We may not be able to address the Revdex.com with update letters as those updates would depend on MsP [redacted] availabilityTherefore, at this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsP [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: MrsCarolyn P [redacted] Via: 1st Class Mail
August 14, Revdex.com Attn: Nita [redacted] North Wabash Ave- Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: 945***/ [redacted] Via: Revdex.com website Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Ms***Our local Sacramento office is having repairs to Ms***' home performed on Monday morningOnce I have spoken to Ms [redacted] further next week I will update your office accordingly Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800- [redacted] extension 5496, or via email at Liz[redacted] @searshomepro.com Sincerely, Liz [redacted] SHIP/HI Regulatory Complaint Specialist cc: MsCynthia ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] I do, however consider this matter closed because I have no desire to deal with Sears or anyone associated with them I have always regarded Sears a business from whom I felt I could buy home appliances without worry and have in the past bought many appliances from them That will no longer be the case Sears is no longer a trustworthy business to me.Sincerely, [redacted] ***
May 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding the repairs to her refrigerator.Upon receipt of MsB [redacted] complaint, we reached out to her local service unit so that they could expedite the service in questionThe repair was completed May 19, While it was covered under MsB [redacted] Master Protection Agreement (MPA), it would have cost approximately $without this coverageAdditionally, we provided food loss reimbursement in the amount of $While Ms [redacted] can certainly cancel the remainder of her coverage, we would recommend waiting to ensure that she no longer needs any further repairs since once she cancels she will no longer have any warranty to cover repairs and/or food lossIn the interim, since it is our understanding the refrigerator is now working, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Gina [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers We have received Ms [redacted] complaint and apologize that her window button was damaged during a visit to one of our auto centers Vernon [redacted] , Jr., Auto Center Coach for unit# has spoken with Ms [redacted] and agreed to repair the button That being said, because we have agreed upon a resolution with Ms [redacted] , we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
September 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94567454-Denise [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding her patio furniture We have spoken with the manufacturer, Numark, and they have sent two of the chairs Ms [redacted] needed to her home address free of chargeIn light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie[redacted] @searshc.com
March 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return her purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms [redacted] was provided clearly states the following: Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptionsMs [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the children’s clothes, shoes, and the shaver on February 4, and then attempted to return them on March 8, 2017, she was over the 30-day “hassle-free” return period However, after the Kmart hassle-free 30-day return/exchange period has expired, the shaver should be covered by the manufacturer’s warrantyWe contacted Ms [redacted] and requested a copy of the receipt and the model information on the shaver in order to assist her with researching the manufacturer’s warrantyShe stated that she did not have the information with her but agreed to send the informationShe also confirmed that she had the manual and all items with the shaverAs of today, Ms [redacted] has not provided the requested informationHowever, she should be able to find the manufacturer’s warranty and contact information in the manualMs [redacted] will need to contact the manufacturer regarding the defective shaver We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms [redacted] when no one else has received oneMs [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 28, [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 regarding her recent online experience We apologize for the delay in responding to this complaintAfter reviewing the notes in her order, we found that she has been in contact with (EMS) Executive Member Support, Sears’ escalated complaint departmentEMS is currently working towards a resolution to return and issue a refundWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decision We apologize again 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 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 Sincerely, [redacted] L ***
May 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have reviewed Mr [redacted] rebuttal complaint regarding his recent online order experience and dissatisfaction with the price increase of the merchandise After reviewing Mr [redacted] rebuttal and the additional information he provided, we decided to offer a $gift cardThis gift card will cover the price difference if Mr [redacted] decides to replace a new orderWe sent an email correspondence with this information and he replied asking this resolutionTherefore, we have processed the gift card which will be mailed within to business daysShould Mr [redacted] have any questions, he may contact us via emailIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the gift card 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
August 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of MsMc [redacted] complaint regarding the problems she encountered when the auto center replaced her alternator and the refund process We would like to note that on MsMcC [redacted] complaint she mentioned that the service was performed at the Sears Auto Center in Hamilton, NJSince we do not have an auto center in Hamilton, NJ we submitted the complaint to nearest auto center located in Lawrenceville, NJThe auto center manager, Jack K [redacted] contacted MsMcC [redacted] and she accepted a refund of $plus the cost of the batterySince MsMcC [redacted] lives closer to the auto center located in Willow G***, MrK [redacted] made arrangements to have the refund processed at that locationHowever, District Manager Thomas T [redacted] also contacted MsMcC [redacted] and requested documentation prior to issuing the refundMsMcC [redacted] provided him the requested documentationDistrict Manager T [redacted] reviewed the documentation and advised MsMcC [redacted] that she would need to provide the alleged defective alternator that was installed by SearsMsMcC [redacted] was unable to provide the part since she had to pay a $core fee in order for the other auto center to return her partSince MsMcC [redacted] was unable to provide the part for testing, District Manager T [redacted] offered to refund MsMcC [redacted] for the labor fees for customer satisfactionMsMcC [redacted] did not accept the offer During the investigation, it was discovered that the service was not performed at the Lawrenceville, NJ locationMsMcC [redacted] emailed the address of the auto center which is located in Mays LandingThe auto center manager at the Mays Landing location is Juan P [redacted] and he had been working with MsMcC [redacted] and the vendor regarding her initial complaint of the defective alternatorSince it was confirmed that MsMcC [redacted] had already been offered a full refund of $438.70, District Manager agreed to honor the refund without the returning the part in questionHowever, due to the problems encountered, MsMcC [redacted] has informed us that she has hired an attorney to resolve her complaintWith that being said, since we have addressed the issue brought forth in MsMcC [redacted] ’s complaint, we have closed our file We apologize to MsMcC [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]
Complaint: [redacted] I am rejecting this response because: The individual claiming to be from Sears was hesitant in providing his name and was extremely rudeAlso , I was not in a position to discuss the issueThe individual only called after I received an email from SearsIt’s customer service is not one of Sears strong point.Thank Yoi Sincerely, Louraine W***
September 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear MsVirghes: We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the multiple service attempts on her washer and her request for a replacement Before going further, we would like to note that Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “ must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”We have researched Ms [redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement We can also understand how frustrating Ms [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and on September 22, she was offered a replacement for the washerMs [redacted] has made a selection and the replacement washer is scheduled for delivery on October 8, With that being said, since we provided Ms [redacted] with her requested resolution, we have closed our file 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 Complaint Specialist Sears Holdings Corporation [redacted]
November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation of [redacted] complaint regarding her water heaterWe want to apologize to [redacted] that her unit was dentedHowever, our technician has verified that the damage is only cosmetic and it does not affect the functionality of the unitWe can certainly provide an exchange for the unit if [redacted] wishesHowever, we have several options to propose as alternativesWe are willing to issue a refund for the $ service fee she was charged and also purchase an additional year of coverage on her behalf for the unitAfter the first year, [redacted] would be responsible any labor or installation fees until October 17, If [redacted] is not interested in the additional warranty, we will refund the service fee and we can issue a credit for half of the installation fee she paid as an alternative Should [redacted] wish to accept one of these offers, I may be reached during business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept the apology from Sears and their offer to pick up the defective refrigerator and issue a call tag for the partWe also agree to the refund amount which is the full purchase priceWe understand that it may take up to business days to receive our refund check
August 23, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her Sears Home Warranty First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] ’s complaint, we contacted our Sears Home Warranty group for assistance Case Management Specialist [redacted] responded that Ms [redacted] ’s repair was delayed due to the issues in getting a compressorThe first compressor was shipped with a missing prong; the second compressor was shipped upside down and if installed, it would have contaminated the entire refrigerator; and the third compressor was the wrong model A Bosch compressor was ordered and a Whirlpool model arrived in a Bosch box Therefore, in accordance with the terms of Ms [redacted] ’s Home Warranty, she is being offered a $1,claim credit Ms [redacted] has left messages for Ms [redacted] , but it is our understanding that her calls have not been returned If Ms [redacted] has any questions regarding the aforementioned claim credit or has further questions regarding her Home Warranty, she will need to call Ms [redacted] at (***) ***- [redacted] extension ***, or she can email her at [redacted] @cchs.com In the interim, since a fair resolution has been proposed that is commensurate to the terms of her Home Warranty, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
December 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 recent online order experience and request to return the product for a full refund It is unfortunate that we failed Mr [redacted] expectations as we value his patronage and 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 reviewing the notes in the order, we show that Sears Online submitted a [redacted] Damage claim to research this matterMr [redacted] should receive a follow up within business hoursAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him 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 pending [redacted] damage claim and return process 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
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Robert L [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding his refrigerator We would first like to point out that HomeSure of America, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract Upon receipt of Mr [redacted] we were informed by CCHS that he was approved for replacement it is our understanding that this resolution was acceptable to MrMellgren therefore we have closed this case We apologize to Mr [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] Vanessa.L[redacted] @searshc.com
June 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request to return the product for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experiencedAccordingly, a return label was issued to Ms [redacted] and she returned the product via ***Therefore, a refund of $was issued on May 31, 2017, which will post to her [redacted] account within to business daysWe have emailed the Shop Your Way Reward department to have the remaining $returned to her accountAdditionally, 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 uponIn the interim, we have noted Ms [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
August 22th, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] [redacted] Via: Revdex.com Website Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner SHIP is unable to meet MsP [redacted] because of her travel schedule related to her workThe Revdex.com’s time constraint of response time and MsP [redacted] travel schedule will not allow SHIP to address the concern MsP [redacted] hasSHIP will be working with MsP [redacted] to come to an amicable resolution with the member once her schedule allows for SHIP to set appointments with herSHIP will keep this file open internally and I will make sure we address MsP [redacted] HVAC concern We may not be able to address the Revdex.com with update letters as those updates would depend on MsP [redacted] availabilityTherefore, at this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsP [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: MrsCarolyn P [redacted] Via: 1st Class Mail
(The consumer indicated he/she ACCEPTED the response from the business.) I was very pleased
August 14, Revdex.com Attn: Nita [redacted] North Wabash Ave- Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: 945***/ [redacted] Via: Revdex.com website Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Ms***Our local Sacramento office is having repairs to Ms***' home performed on Monday morningOnce I have spoken to Ms [redacted] further next week I will update your office accordingly Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800- [redacted] extension 5496, or via email at Liz[redacted] @searshomepro.com Sincerely, Liz [redacted] SHIP/HI Regulatory Complaint Specialist cc: MsCynthia ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] I do, however consider this matter closed because I have no desire to deal with Sears or anyone associated with them I have always regarded Sears a business from whom I felt I could buy home appliances without worry and have in the past bought many appliances from them That will no longer be the case Sears is no longer a trustworthy business to me.Sincerely, [redacted] ***
May 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding the repairs to her refrigerator.Upon receipt of MsB [redacted] complaint, we reached out to her local service unit so that they could expedite the service in questionThe repair was completed May 19, While it was covered under MsB [redacted] Master Protection Agreement (MPA), it would have cost approximately $without this coverageAdditionally, we provided food loss reimbursement in the amount of $While Ms [redacted] can certainly cancel the remainder of her coverage, we would recommend waiting to ensure that she no longer needs any further repairs since once she cancels she will no longer have any warranty to cover repairs and/or food lossIn the interim, since it is our understanding the refrigerator is now working, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]