May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase Store Manager [redacted] added $worth pf points to Mr [redacted] account as a courtesyShould he have any further questions or concerns, he may contact [redacted] at ( [redacted] during business hours 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]
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Hannah M [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her shovel Unfortunately, Ms [redacted] local store had sold out of this particular shovel and they were not due to receive a shipment for weeksHowever, another local store, which was about minutes away, had the item available, but Ms [redacted] did not want to make the tripIn the interest of consumer satisfaction, a replacement shovel has been shipped to Ms [redacted] home address free of chargeAccordingly, we ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] K [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding the charge for a recent service call to his dryer At the time Mr [redacted] scheduled his appointment, he was read the following script: “Your technician will provide you with a detailed estimate for the cost of repairsThere will be no charge for this estimate if you proceed with the repair If you choose not to have your repaired, you will be charged a fee of $99.00.” Mr [redacted] advised the technician that he would repair the dryer himself and declined to proceed with the repair; therefore, he was charged the aforementioned trip charge Mr [redacted] is requesting a refund of his diagnostic fee, but he has not provided any proof that the technician misdiagnosed his dryer In Mr [redacted] ’s complaint he states that the technician advised him that he needed an electronic control switch He further states that he purchased the switch and installed it; completing the repair This does not seem to indicate a misdiagnosis If Mr [redacted] would like us to make an exception and consider issuing a refund for the trip charge, he will need to provide documentation corroborating his claim of a misdiagnosis Mr [redacted] can send the requested information to [redacted] @searshc.com or send it via fax to [redacted] In the interim, since a fair resolution has been proposed, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
May 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [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# ***, 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]
Contact Name and Title: MELISSA [redacted] July 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Lilianne [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dryer repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her dryer repairAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkAccordingly, we forwarded Ms [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressedOn July 10, 2015, the technician examined Ms [redacted] dryer and found that the drum roller shaft was dryAfter lubricating the part, the technician checked the unit and found it operating properly; therefore, he closed the service order as completeAs a conciliatory gesture for any inconvenience Ms [redacted] may have experienced, we have processed a partial refund for $The credit request was submitted on July 14, 2015, and should post to Ms [redacted] Visa account within the next five to seven daysIn summary, since we have completed the repair to Ms [redacted] dryer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
June 27, [redacted] Our File No: [redacted] Via: 1st Class US Postage Dear Mr [redacted] This letter serves to confirm that we have completed our investigation in regards to the above-referenced fileI tried to reach you via phone on 06/23/16, 06/24/and again on 06/27/I apologize for any confusion regarding the credit card applicationThe credit card has been closed with a zero balance Thank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Revdex.com
July 31, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] : We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the quality of his tractor and the service provided to repair the tractor; as well as his request for an exchange and lawn care reimbursement Upon receipt of Mr [redacted] complaint, we reviewed the service orders and case notes related to his tractorOn November 11, Mr [redacted] reported a problem with the clutch and our technician ordered a pulley for the repairSince it was out of season, Mr [redacted] confirmed that he agreed to allow the technician to return in the Spring to complete the repairOur technician returned on March 31, and installed the partsAfter installing the parts, the technician found that the transaxle would need to be replaced as well and he ordered the partOur technician returned on April 19, to install the transaxle and the repair was completedA few weeks later Mr [redacted] called again to report that he was still having a problem with the tractorOur technician returned on May 15, and adjusted the transmission and replaced the beltRegrettably, Mr [redacted] reported that the tractor was still not working and our technician returned on June 2, The technician informed Mr [redacted] that he would have to replace the transaxle again and the dipstickAt that time, Mr [redacted] refused service and informed the technician that he wanted a replacement and that he would contact the media Our records indicate that Mr [redacted] made several calls to our contract department and customer service to request a replacement tractorMr [redacted] was advised several times that tractor did not qualify for an exchange and that the tractor must be serviceOn June 13, Mr [redacted] called customer service again another service appointment was scheduled for June 28, However, Mr [redacted] continued to insist that we exchange the tractor and once again he was informed that he did not qualifyHowever, he was advised that his request for an exchange would be submitted even though it did not qualify; the request was deniedOur technician returned on July 26, to install the parts, but Mr [redacted] refused service and informed our technician that he was getting a replacement; and the parts were returned We contacted Mr [redacted] and advised him that his request for an exchange was denied and that we needed to continue with the repairMr [redacted] insisted that the technician told him it was non repairable and that customer service told him he was getting a replacementWe apologize to Mr [redacted] if there was any miscommunication, but the service orders do not state that the tractor was unrepairable and all the case notes state that his request for a replacement was deniedWe advised Mr [redacted] that the warranty is for parts and labor; and we offered to schedule service to repair the tractorWe assured Mr [redacted] that we would monitor the service and if our technician deems it non repairable, then we will replace itMr [redacted] accepted and service is scheduled for August 14, Mr [redacted] has also requested a $reimbursement for lawn careAs previously stated, Mr [redacted] refused service twice which also caused the delay on the repairTherefore, as a courtesy, we have issued Mr [redacted] a $bank check to assist him with his lawn care expenseMr [redacted] should receive a bank check with – business daysWith that being said, since we have addressed the issue brought forth in Mr [redacted] ’s 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda[redacted] @searshc.com
January 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order and non-receipt of a refund It is unfortunate that we failed Mr [redacted] expectations and we can understand his frustration with the series of events detailed in his complaintWe 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 his online order we reached out to Sears’ Detail Control CenterWe were able to confirm the charge for this order and processed a refund todayAccordingly, a refund of $was processed under return receipt number [redacted] Mr [redacted] can expect to receive the refund check in the mail within seven to ten business days from January 21, Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponShould Mr [redacted] have any questions regarding his refund, he may contact me via email at [redacted] In the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because:The installation was not completed by Sears and we still are missing a part purchased by us and given to the installers A standard form signed by my husband does not mean that the right thing was done by Sears and Sears needs to do the right thing by their customers we spent our hard earned money to have the dishwasher installed by Sears Money that is not easy to come by but we made the investment because we wanted it done right An simple apology is unacceptable? What are you apologizing for if you did nothing wrong We expect a refund and not an apology I will continue to campaign against Sears on all available outlet because this is my second negative customer experience with this company We don't feel valued as customers and we will let it be known Sincerely, Olive ***
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 Thank you Sears/Kmart for helping me resolve my issue Sincerely, Bryce [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for doing this in a timely manner Sincerely, [redacted]
September 23, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] / Karen [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 There is a current claim open with [redacted] , Sears' third party claims adjuster, to handle the damage claimThe claim number is #L1507275172-Anytime a [redacted] claim and investigation is ongoing, we need to allow [redacted] to complete their investigation and reach a final resolution to the claimThey are the claim experts and will work the claim according to their processWe have no control over how long that process takes and will therefore not be able to provide any updates At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedWe will continue to stay involved until [redacted] reaches a final resolutionIf you have any questions or concerns, please contact me at [redacted] ***, or via email at Amanda[redacted] @searshomepro.com Sincerely, Amanda [redacted] SHIP/HI Regulatory Complaint Specialist cc: Karen [redacted]
October 13, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Monica [redacted] Dear Ms [redacted] , We have completed our review of Ms [redacted] rebuttal complaint to the previous response provided regarding her Shop Your Way Reward points We received an email correspondence from Ms [redacted] with a screenshot of the promo she viewed onlineWe forwarded this matter to management with the Shop Your Way Reward departmentOn October 13, 2016, we received a response advising that they show Ms [redacted] was awarded 42,for the purchaseTherefore, the SYWR department added the missing 10,pointsMs [redacted] has since used some points however her current balance is 40,points worth $Should Ms [redacted] have any further questions or concerns she may contact the SYWR department directly at 800-991-In the interim, we have noted Ms***’ 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a dishwasher purchased from the Sears in the Mall of LouisianaOur records indicate that the dishwasher noted in Ms [redacted] complaint was manufactured by [redacted] in September When Ms [redacted] made her purchase, the dishwasher was not in stock at the Sears at the Mall Of Louisiana; it was ordered directly from ***The dishwasher was received at the store on November 1, 2016, and it was picked up later that dayPer the request noted on the salescheck, the packaging was not removed and it was left in the cartonThis was not a used or previously sold dishwasher as alleged by Ms [redacted] Per the sales check that was provided to Ms [redacted] when she placed her order, she had days in which to return the dishwasherThe unit was purchased on October 26, 2016, and it was subsequently picked up from the store on November 1, Ms [redacted] only notified Sears with her concerns on January 5, 2017, over months laterWe would also like to point out that on the sales check it states that a consumer must report any visible damage to Sears within hours to be eligible for a refund or exchangeIf visible damage is not reported the refund or exchange will not be acceptedLastly, Sears has contacted [redacted] and they have confirmed that the dishwasher was new and not usedWe recommend that Ms [redacted] contact [redacted] directly for assistance as they are the manufacturer and they are responsible for providing service on their in-warranty appliancesWith that said, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
April 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her washer repair It is regrettable that we failed Ms [redacted] expectations in regard to her washer repairWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance Although there were some issues with the last appointment because Ms [redacted] was not at home when the technician arrived, the service unit decided to schedule another appointment Our records show that the repair was completed on April 11, As a courtesy, we have extended Ms [redacted] service contracts on her washer and dryer for another six months; the coverage no expires on September 29, Ms [redacted] can call our Protection Agreement office at [redacted] if she has any questions In the interim, since we have completed the repair to Ms [redacted] washer and we have documented her concerns with the repair process, 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that it is accurate However I will state that this case is closed not due to the customer responding to the issue at hand After over calls into the customer support, I took my compliant to the store and to social media It is at that time, when the compliant became public and shared, action was taken to rectify the issue Sincerely, Beth W [redacted]
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Steven Cohn #Dear MsVirghes: We have completed the investigation of MrCohn’s complaint regarding repairs to his snow throwerBarbara Phillips, Sears Home Services Customer Advocate provided the following response: Repairs to MrCohn’s snow thrower were completed on Monday, February 20, During the service call the technician assigned indicated that he installed a new gearbox, belt and skid plateOnce the repairs were completed the unit was tested and was found to be operating as designedIf MrCohn has any additional questions or concerns, he can reach me by calling 484-225-Since we have noted the completed repairs to MrCohn’s snow thrower, we ask that this complaint be closedWe apologize to MrCohn and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam Churchin Regulatory Claims Specialist Sears Holdings Corporation [email protected]
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, Sharon ***
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] *ebuttal to our response regarding his dissatisfaction that the washer failed too soon and his request for an exchange We received Mr [redacted] rebuttal to our responseAs previously stated, on May 19, our technician ordered parts and returned on May 25, to install the partsWe reviewed the technician’s notes and the washer repair was not completed; he ordered two additional partsDue to the multiple repair attempts, stopped the service on the washerWe contacted Mr [redacted] and offered a warranty exchange on the washerMr [redacted] accepted the offer and the new washer was delivered on May 30, With that being said, since we have addressed the issue brought forth in Mr [redacted] ’s 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]
May 5, [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 multiple rescheduled service appointments and that the washer was not repaired in a timely manner It is unfortunate that we failed Mr [redacted] expectations when he recently scheduled a washer repairWe 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 service order and case notes related to the washerOur records indicate that the Mr [redacted] appointment was rescheduled at least times for various reason; tech called in sick, over-booking, no tech availability, and system outage issuesAfter multiple reschedules, the washer repair was completed on April 13, Due to the rescheduling issues Mr [redacted] was offered and accepted a $check for laundry reimbursement, and his protection agreement was extended for an additional months at no additional chargeAs a good-will gesture for the inconvenience he and his wife experienced, we have offered Mr [redacted] a $If Mr [redacted] would like to accept the offer, he can contact me at [redacted] or at [redacted] In 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]
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase Store Manager [redacted] added $worth pf points to Mr [redacted] account as a courtesyShould he have any further questions or concerns, he may contact [redacted] at ( [redacted] during business hours 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]
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Hannah M [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her shovel Unfortunately, Ms [redacted] local store had sold out of this particular shovel and they were not due to receive a shipment for weeksHowever, another local store, which was about minutes away, had the item available, but Ms [redacted] did not want to make the tripIn the interest of consumer satisfaction, a replacement shovel has been shipped to Ms [redacted] home address free of chargeAccordingly, we ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] K [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding the charge for a recent service call to his dryer At the time Mr [redacted] scheduled his appointment, he was read the following script: “Your technician will provide you with a detailed estimate for the cost of repairsThere will be no charge for this estimate if you proceed with the repair If you choose not to have your repaired, you will be charged a fee of $99.00.” Mr [redacted] advised the technician that he would repair the dryer himself and declined to proceed with the repair; therefore, he was charged the aforementioned trip charge Mr [redacted] is requesting a refund of his diagnostic fee, but he has not provided any proof that the technician misdiagnosed his dryer In Mr [redacted] ’s complaint he states that the technician advised him that he needed an electronic control switch He further states that he purchased the switch and installed it; completing the repair This does not seem to indicate a misdiagnosis If Mr [redacted] would like us to make an exception and consider issuing a refund for the trip charge, he will need to provide documentation corroborating his claim of a misdiagnosis Mr [redacted] can send the requested information to [redacted] @searshc.com or send it via fax to [redacted] In the interim, since a fair resolution has been proposed, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
May 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [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# ***, 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]
Contact Name and Title: MELISSA [redacted] July 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Lilianne [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dryer repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her dryer repairAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkAccordingly, we forwarded Ms [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressedOn July 10, 2015, the technician examined Ms [redacted] dryer and found that the drum roller shaft was dryAfter lubricating the part, the technician checked the unit and found it operating properly; therefore, he closed the service order as completeAs a conciliatory gesture for any inconvenience Ms [redacted] may have experienced, we have processed a partial refund for $The credit request was submitted on July 14, 2015, and should post to Ms [redacted] Visa account within the next five to seven daysIn summary, since we have completed the repair to Ms [redacted] dryer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
June 27, [redacted] Our File No: [redacted] Via: 1st Class US Postage Dear Mr [redacted] This letter serves to confirm that we have completed our investigation in regards to the above-referenced fileI tried to reach you via phone on 06/23/16, 06/24/and again on 06/27/I apologize for any confusion regarding the credit card applicationThe credit card has been closed with a zero balance Thank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Revdex.com
July 31, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] : We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the quality of his tractor and the service provided to repair the tractor; as well as his request for an exchange and lawn care reimbursement Upon receipt of Mr [redacted] complaint, we reviewed the service orders and case notes related to his tractorOn November 11, Mr [redacted] reported a problem with the clutch and our technician ordered a pulley for the repairSince it was out of season, Mr [redacted] confirmed that he agreed to allow the technician to return in the Spring to complete the repairOur technician returned on March 31, and installed the partsAfter installing the parts, the technician found that the transaxle would need to be replaced as well and he ordered the partOur technician returned on April 19, to install the transaxle and the repair was completedA few weeks later Mr [redacted] called again to report that he was still having a problem with the tractorOur technician returned on May 15, and adjusted the transmission and replaced the beltRegrettably, Mr [redacted] reported that the tractor was still not working and our technician returned on June 2, The technician informed Mr [redacted] that he would have to replace the transaxle again and the dipstickAt that time, Mr [redacted] refused service and informed the technician that he wanted a replacement and that he would contact the media Our records indicate that Mr [redacted] made several calls to our contract department and customer service to request a replacement tractorMr [redacted] was advised several times that tractor did not qualify for an exchange and that the tractor must be serviceOn June 13, Mr [redacted] called customer service again another service appointment was scheduled for June 28, However, Mr [redacted] continued to insist that we exchange the tractor and once again he was informed that he did not qualifyHowever, he was advised that his request for an exchange would be submitted even though it did not qualify; the request was deniedOur technician returned on July 26, to install the parts, but Mr [redacted] refused service and informed our technician that he was getting a replacement; and the parts were returned We contacted Mr [redacted] and advised him that his request for an exchange was denied and that we needed to continue with the repairMr [redacted] insisted that the technician told him it was non repairable and that customer service told him he was getting a replacementWe apologize to Mr [redacted] if there was any miscommunication, but the service orders do not state that the tractor was unrepairable and all the case notes state that his request for a replacement was deniedWe advised Mr [redacted] that the warranty is for parts and labor; and we offered to schedule service to repair the tractorWe assured Mr [redacted] that we would monitor the service and if our technician deems it non repairable, then we will replace itMr [redacted] accepted and service is scheduled for August 14, Mr [redacted] has also requested a $reimbursement for lawn careAs previously stated, Mr [redacted] refused service twice which also caused the delay on the repairTherefore, as a courtesy, we have issued Mr [redacted] a $bank check to assist him with his lawn care expenseMr [redacted] should receive a bank check with – business daysWith that being said, since we have addressed the issue brought forth in Mr [redacted] ’s 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda[redacted] @searshc.com
January 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order and non-receipt of a refund It is unfortunate that we failed Mr [redacted] expectations and we can understand his frustration with the series of events detailed in his complaintWe 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 his online order we reached out to Sears’ Detail Control CenterWe were able to confirm the charge for this order and processed a refund todayAccordingly, a refund of $was processed under return receipt number [redacted] Mr [redacted] can expect to receive the refund check in the mail within seven to ten business days from January 21, Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponShould Mr [redacted] have any questions regarding his refund, he may contact me via email at [redacted] In the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because:The installation was not completed by Sears and we still are missing a part purchased by us and given to the installers A standard form signed by my husband does not mean that the right thing was done by Sears and Sears needs to do the right thing by their customers we spent our hard earned money to have the dishwasher installed by Sears Money that is not easy to come by but we made the investment because we wanted it done right An simple apology is unacceptable? What are you apologizing for if you did nothing wrong We expect a refund and not an apology I will continue to campaign against Sears on all available outlet because this is my second negative customer experience with this company We don't feel valued as customers and we will let it be known Sincerely, Olive ***
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 Thank you Sears/Kmart for helping me resolve my issue Sincerely, Bryce [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for doing this in a timely manner Sincerely, [redacted]
September 23, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] / Karen [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 There is a current claim open with [redacted] , Sears' third party claims adjuster, to handle the damage claimThe claim number is #L1507275172-Anytime a [redacted] claim and investigation is ongoing, we need to allow [redacted] to complete their investigation and reach a final resolution to the claimThey are the claim experts and will work the claim according to their processWe have no control over how long that process takes and will therefore not be able to provide any updates At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedWe will continue to stay involved until [redacted] reaches a final resolutionIf you have any questions or concerns, please contact me at [redacted] ***, or via email at Amanda[redacted] @searshomepro.com Sincerely, Amanda [redacted] SHIP/HI Regulatory Complaint Specialist cc: Karen [redacted]
October 13, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Monica [redacted] Dear Ms [redacted] , We have completed our review of Ms [redacted] rebuttal complaint to the previous response provided regarding her Shop Your Way Reward points We received an email correspondence from Ms [redacted] with a screenshot of the promo she viewed onlineWe forwarded this matter to management with the Shop Your Way Reward departmentOn October 13, 2016, we received a response advising that they show Ms [redacted] was awarded 42,for the purchaseTherefore, the SYWR department added the missing 10,pointsMs [redacted] has since used some points however her current balance is 40,points worth $Should Ms [redacted] have any further questions or concerns she may contact the SYWR department directly at 800-991-In the interim, we have noted Ms***’ 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a dishwasher purchased from the Sears in the Mall of LouisianaOur records indicate that the dishwasher noted in Ms [redacted] complaint was manufactured by [redacted] in September When Ms [redacted] made her purchase, the dishwasher was not in stock at the Sears at the Mall Of Louisiana; it was ordered directly from ***The dishwasher was received at the store on November 1, 2016, and it was picked up later that dayPer the request noted on the salescheck, the packaging was not removed and it was left in the cartonThis was not a used or previously sold dishwasher as alleged by Ms [redacted] Per the sales check that was provided to Ms [redacted] when she placed her order, she had days in which to return the dishwasherThe unit was purchased on October 26, 2016, and it was subsequently picked up from the store on November 1, Ms [redacted] only notified Sears with her concerns on January 5, 2017, over months laterWe would also like to point out that on the sales check it states that a consumer must report any visible damage to Sears within hours to be eligible for a refund or exchangeIf visible damage is not reported the refund or exchange will not be acceptedLastly, Sears has contacted [redacted] and they have confirmed that the dishwasher was new and not usedWe recommend that Ms [redacted] contact [redacted] directly for assistance as they are the manufacturer and they are responsible for providing service on their in-warranty appliancesWith that said, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
April 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her washer repair It is regrettable that we failed Ms [redacted] expectations in regard to her washer repairWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance Although there were some issues with the last appointment because Ms [redacted] was not at home when the technician arrived, the service unit decided to schedule another appointment Our records show that the repair was completed on April 11, As a courtesy, we have extended Ms [redacted] service contracts on her washer and dryer for another six months; the coverage no expires on September 29, Ms [redacted] can call our Protection Agreement office at [redacted] if she has any questions In the interim, since we have completed the repair to Ms [redacted] washer and we have documented her concerns with the repair process, 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that it is accurate However I will state that this case is closed not due to the customer responding to the issue at hand After over calls into the customer support, I took my compliant to the store and to social media It is at that time, when the compliant became public and shared, action was taken to rectify the issue Sincerely, Beth W [redacted]
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Steven Cohn #Dear MsVirghes: We have completed the investigation of MrCohn’s complaint regarding repairs to his snow throwerBarbara Phillips, Sears Home Services Customer Advocate provided the following response: Repairs to MrCohn’s snow thrower were completed on Monday, February 20, During the service call the technician assigned indicated that he installed a new gearbox, belt and skid plateOnce the repairs were completed the unit was tested and was found to be operating as designedIf MrCohn has any additional questions or concerns, he can reach me by calling 484-225-Since we have noted the completed repairs to MrCohn’s snow thrower, we ask that this complaint be closedWe apologize to MrCohn and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam Churchin Regulatory Claims Specialist Sears Holdings Corporation [email protected]
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, Sharon ***
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] *ebuttal to our response regarding his dissatisfaction that the washer failed too soon and his request for an exchange We received Mr [redacted] rebuttal to our responseAs previously stated, on May 19, our technician ordered parts and returned on May 25, to install the partsWe reviewed the technician’s notes and the washer repair was not completed; he ordered two additional partsDue to the multiple repair attempts, stopped the service on the washerWe contacted Mr [redacted] and offered a warranty exchange on the washerMr [redacted] accepted the offer and the new washer was delivered on May 30, With that being said, since we have addressed the issue brought forth in Mr [redacted] ’s 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]
May 5, [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 multiple rescheduled service appointments and that the washer was not repaired in a timely manner It is unfortunate that we failed Mr [redacted] expectations when he recently scheduled a washer repairWe 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 service order and case notes related to the washerOur records indicate that the Mr [redacted] appointment was rescheduled at least times for various reason; tech called in sick, over-booking, no tech availability, and system outage issuesAfter multiple reschedules, the washer repair was completed on April 13, Due to the rescheduling issues Mr [redacted] was offered and accepted a $check for laundry reimbursement, and his protection agreement was extended for an additional months at no additional chargeAs a good-will gesture for the inconvenience he and his wife experienced, we have offered Mr [redacted] a $If Mr [redacted] would like to accept the offer, he can contact me at [redacted] or at [redacted] In 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]