December 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Joseph N [redacted] Dear [redacted] We have completed the investigation of MrN [redacted] complaint regarding his dissatisfaction with the quality of the service provided on his dishwasher and his request for a refund We apologize for the delay in our responseWe contacted MrN [redacted] on November 20, and discussed his concerns on the service providedMrN [redacted] stated that after the technician installed the board, the dishwasher did not workThe technician then repaired the latch and the dishwasher worked; therefore he was requesting a refund for the part and the laborWe advised MrN [redacted] that the technician repaired the latch and he would have to pay the labor chargeHowever, we offered to refund him for the partMrN [redacted] accepted the offer and on November 27, we issued a credit of $to his credit cardWith that being said, since we have addressed the issue brought forth in MrN [redacted] complaint, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Jason ***
March 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Seana C [redacted] Dear Ms [redacted] : We have completed the investigation of MsC [redacted] concern regarding the length of time it was taking to repair her refrigerator As of February 15, 2018, MsC [redacted] was authorized $2,to replace her refrigerator under the terms and conditions of the Exceptional Parts warrantyMsC [redacted] has since selected another refrigerator which is scheduled to be delivered on March 6, Should MsC [redacted] have any additional questions or concerns, she is welcome to contact me directly at lori.s [redacted] With that said, since it was our understanding that this resolution met with MsC***’ approval, we have closed our file We apologize to MsC [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Lori S [redacted] REGULATORY SPECIALIST, Regulatory Complaints Sears Holdings Corporation O: [redacted] F [redacted] IMX integrated member experience
June 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding her dissatisfaction with the quality of the mattress she purchased and her request to waive the restocking fee for the return of the mattress Upon receipt of Ms [redacted] complaint, we reached out to [redacted] District Sales Manager for Hometown Store [redacted] to assist with Ms [redacted] concernMr [redacted] investigated and discovered that Ms [redacted] visited the store on June 1, and the restocking fee was refunded for customer satisfactionWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, 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]
Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Contact Name and Title: [redacted] Contact Email: [redacted] April 15, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the multiple repair attempts on his laundry center We have spoken to [redacted] in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has an atypical situation like [redacted] , and we are pursuing solutions that will provide better options for our customers when these issues occurBecause we value [redacted] patronage, we have agreed to replace his laundry center under his Master ProtectionWe have authorized him $1,to use towards the replacement of his new laundry center and have both called [redacted] as well as sent an email with instructions as to how to exchange the unitBecause we are in the process of exchanging [redacted] laundry center, we respectfully request this complaint be closed 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]
July 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] * James B [redacted] Dear MsV [redacted] We have completed the investigation of MrB [redacted] complaint regarding his dissatisfaction with the multiple rescheduled service appointments to repair his refrigerator and the customer service he received It is unfortunate that we failed MrBr [redacted] expectations when he recently scheduled a refrigerator repairWe value MrB [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 MrB [redacted] may have experienced Upon receipt of MrB [redacted] complaint and reviewed the service orders related to his refrigeratorAccording to our records, the refrigerator repair was completed on July 13, However, on July 18, another service was scheduled to replace a shelfWe reached out to our Service Tech Management team for assistanceOur tech manager contacted MrB [redacted] and discussed his concerns regarding the multiple reschedulesWe assure MrB [redacted] that we appreciate his feedback and it will give us the opportunity to remedy any problem that may exist and help to improve our service furtherOn July 25, Delores H***, Territory Member Advocate Supervisor for Service Unit [redacted] contacted MrsB [redacted] and advised her that the shelf has been pre-orderedMsH [redacted] also offered MrsB [redacted] a $gift card for the inconveniences they experienced due to the rescheduled appointmentsAt this time, MrsB [redacted] has not accepted or declined the offerIf MrsB [redacted] would like to accept the offer, she can contact MsH [redacted] at ( [redacted] With that being said, since we have addressed the issue brought forth in MrB [redacted] complaint, we have closed our file We apologize to MrB [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: This is not my complaint, however I spoke with Tammie directly and we resolved the issueShe was very helpful in resolving this 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, Seth C [redacted]
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] rebuttal regarding his request to be refunded the tax amount of $for a sears.com order that has already been refunded Upon receipt of [redacted] rebuttal, we issued a refund of $to his [redacted] account ending in *** [redacted] may expect this credit to become visible within up to days from the issue date, as posting dates depend solely on the practices of the credit provider [redacted] is welcome to contact me directly if he has any further questions or concerns about this issue or his refund We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
September 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Issac R*** Dear [redacted] We have completed the investigation of MrR [redacted] complaint regarding the recent purchase of a washer and dryer setAfter reviewing MrR [redacted] complaint and our records, we contacted our delivery department to conduct an audit on the order in questionSince we were able to confirm that MrR [redacted] called within the day return window, we called him on September 11, and had the opportunity to speak with himWe advised MrR [redacted] of our findings and processed the requested exchange for his new dryer item number [redacted] The delivery was scheduled for September 13, Since we were able to provide MrR [redacted] with his requested exchange, we have closed our filesWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
November 24, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] ’s rebuttal to our previous response Prior to receiving Ms [redacted] follconcerns, she accepted refrigerator model [redacted] as replacement for her mother’s refrigerator Our records show that the new unit was delivered on November 18, Additionally, the remaining MPA coverage on her mother’s refrigerator is being transferred to the new refrigerator, as well as an additional one year of coverage for customer satisfaction Since it is our understanding that [redacted] and her mother [redacted] are satisfied with the aforementioned resolution, we ask that this matter be closed.Again, we apologize to [redacted] and [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
July 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 stove District Manager [redacted] provided the following response: I have spoken with Mr [redacted] Arrangements were made to provide him with a unit that featured the down draft venting he wanted in exchangeMr [redacted] indicated that this resolution met with his approvalShould he have any further questions, he may contact me ( [redacted] at ( [redacted] during business hoursIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed our investigation of [redacted] rebuttal.When we received [redacted] rebuttal we reached out to the store manager [redacted] The store manager spoke to [redacted] and since we were not able to address her issue in a timely manner the store offered to refund the purchase of the tractorAccording to [redacted] the tractor is scheduled for pick up on Tuesday November 17, Once the tractor has been picked up and returned to the warehouse the full credit for the tractor will be processed back on to her credit card [redacted] also offered [redacted] ***r a gift card in the amount of $If [redacted] is still in need of assistance she can contact [redacted] As it is our understanding that this resolution was acceptable to [redacted] ***r we have closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: this response is fine, however sears still needs to change thier sales practicesDont come to someones house and lie to them , put them in a bad situation and then tell them you are doing them a favor by reducing additional costs, receive different quotes for it It you come and say everything will be included and then affect someones credit and have them sign contracts that they cant even read dont promise or quote customers until you have a real HVAC tech come and give an accurate quote initially Sincerely, [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 There's really nothing to be done at this point[redacted] the local store owner, did call me to apologize He stated in the conversation that he had received a call from his District Manager telling him to do so He indicated he hadn't even read my statement Since he had made no effort to contact me on his own after the incident occurred, I suppose the actual goal was for him to re-establish rapport with his supervisor This situation involved FOUR appliances, not just a range [redacted] is very fortunate to have a wonderful, courteous sales person named [redacted] who compensates in some degree for my unpleasant experience.Sincerely [redacted] Sincerely, [redacted] ***
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a washer/dryer exchange First, we would like to apologize to Mr [redacted] for failing his expectations when he recently purchased a new washer and dryer from SearsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted him to clarify the amount of refund he believed he is due Mr [redacted] advised that he is still owed $534.04, as well as the returned check fee of $ After speaking with Mr [redacted] we immediately contacted Store Manager [redacted] for assistance After she researched Mr [redacted] transactions, she confirmed that Mr [redacted] was still owed $ Therefore, on June 7, 2016, she processed a refund for $to his [redacted] account, which should post in the next few days Additionally, a refund check for $has been processed and should be received by Mr [redacted] in the next two weeks In summary, since we have corrected our oversight and issued the monies Mr [redacted] is due, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Mamie A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the performance of the tractor and the problem she encountered when she attempted to return it for a refund Upon receipt of Ms [redacted] ’s complaint we reached out to District Manager Carlton Richards to assist with Ms [redacted] ’s concernMrRichards investigated and found that the tractor was in fact delivered on July 22, Ms [redacted] called that same day and informed the store manager that the tractor was not workingThe store manager offered to send an associate to take a look at the tractor the next day and she agreedOn July 23, the associate arrived at the [redacted] ’s home and discovered that the lawn was mowed and asked what was wrong with the tractorMr [redacted] stated that there was nothing wrong with the tractor, so the associate returned to the store since there was nothing to assess on the tractorThat same day Ms [redacted] attempted to return the tractor and stated that she was not happy with the tractor or how she was being treatedThe no return policy regarding gas powered equipment was explained to Ms [redacted] and she was informed that she could exchange the tractor for another modelMs [redacted] did not accept this information Upon further investigation, MrRichards could not verify that the return policy was actually covered with Ms [redacted] prior to the purchaseFor customer satisfaction, on August 1, MrRichards authorized the return of the tractor for a refundOn August 4, the tractor was returned and we issued a credit of $1,to Ms [redacted] ’s account ending in With that being said, since we have 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
July 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MrL [redacted] complaint regarding the delay he encountering in trying to get his refrigerator repaired.Upon receipt of MrL [redacted] complaint we reached out to his local service unitThey were able to expedite the repair and get a technician there on July 12, Oddly enough, once we got the technician there the refrigerator was found to be working fineIf that changes and MrL [redacted] encounters issues again, he is welcome to contact me via email or phoneIn the interim, since the refrigerator is now working, we have closed our file.We apologize to MrL [redacted] and appreciate the opportunity to address this matter Please f**l fr [redacted] to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joanne [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] ’s refrigerator were completed on September 7, During the service call the technician assigned to the call indicated that he installed a previously ordered thermostatAdditionally, our complaint management program indicates that Ms [redacted] has spoken with our service contracts office and they have processed a food loss reimbursement check in the amount of $The aforementioned food loss was approved on September 5thWe apologize to Ms [redacted] for the inconvenience noted in her complaint, that said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
January 16, [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 dryer repair It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance Our records show that they were able to move Ms [redacted] appointment to January 13, Furthermore, the technician was able to complete the repair to Ms [redacted] dryer with the installation of a new timer and relay While we empathize with Ms [redacted] , we are unable to refund her for her expired protection agreements However, if Ms [redacted] feels that we are unable to meet her service expectations, she can cancel her current agreements and receive pro-rated refunds If Ms [redacted] would like to explore this option, she can contact our Protection Agreement department at ( [redacted] In the interim, since we have completed the repair to Ms [redacted] dryer, albeit later than expected, 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
October 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #11769512–Sarah [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding her bed As Ms [redacted] notes, her item had issues after the time period specified in our return policy had expiredAs such, we are not obligated to provide a refundWe do want to note that the item has a manufacturer’s warranty and the contact information for the manufacturer, ***, is listed in the owner’s manualThat number is (800) 489-We would suggest that Ms [redacted] contact [redacted] an advise that the item has failedIn 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 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
December 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Joseph N [redacted] Dear [redacted] We have completed the investigation of MrN [redacted] complaint regarding his dissatisfaction with the quality of the service provided on his dishwasher and his request for a refund We apologize for the delay in our responseWe contacted MrN [redacted] on November 20, and discussed his concerns on the service providedMrN [redacted] stated that after the technician installed the board, the dishwasher did not workThe technician then repaired the latch and the dishwasher worked; therefore he was requesting a refund for the part and the laborWe advised MrN [redacted] that the technician repaired the latch and he would have to pay the labor chargeHowever, we offered to refund him for the partMrN [redacted] accepted the offer and on November 27, we issued a credit of $to his credit cardWith that being said, since we have addressed the issue brought forth in MrN [redacted] complaint, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Jason ***
March 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Seana C [redacted] Dear Ms [redacted] : We have completed the investigation of MsC [redacted] concern regarding the length of time it was taking to repair her refrigerator As of February 15, 2018, MsC [redacted] was authorized $2,to replace her refrigerator under the terms and conditions of the Exceptional Parts warrantyMsC [redacted] has since selected another refrigerator which is scheduled to be delivered on March 6, Should MsC [redacted] have any additional questions or concerns, she is welcome to contact me directly at lori.s [redacted] With that said, since it was our understanding that this resolution met with MsC***’ approval, we have closed our file We apologize to MsC [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Lori S [redacted] REGULATORY SPECIALIST, Regulatory Complaints Sears Holdings Corporation O: [redacted] F [redacted] IMX integrated member experience
June 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding her dissatisfaction with the quality of the mattress she purchased and her request to waive the restocking fee for the return of the mattress Upon receipt of Ms [redacted] complaint, we reached out to [redacted] District Sales Manager for Hometown Store [redacted] to assist with Ms [redacted] concernMr [redacted] investigated and discovered that Ms [redacted] visited the store on June 1, and the restocking fee was refunded for customer satisfactionWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, 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]
Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Contact Name and Title: [redacted] Contact Email: [redacted] April 15, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the multiple repair attempts on his laundry center We have spoken to [redacted] in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has an atypical situation like [redacted] , and we are pursuing solutions that will provide better options for our customers when these issues occurBecause we value [redacted] patronage, we have agreed to replace his laundry center under his Master ProtectionWe have authorized him $1,to use towards the replacement of his new laundry center and have both called [redacted] as well as sent an email with instructions as to how to exchange the unitBecause we are in the process of exchanging [redacted] laundry center, we respectfully request this complaint be closed 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]
July 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] * James B [redacted] Dear MsV [redacted] We have completed the investigation of MrB [redacted] complaint regarding his dissatisfaction with the multiple rescheduled service appointments to repair his refrigerator and the customer service he received It is unfortunate that we failed MrBr [redacted] expectations when he recently scheduled a refrigerator repairWe value MrB [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 MrB [redacted] may have experienced Upon receipt of MrB [redacted] complaint and reviewed the service orders related to his refrigeratorAccording to our records, the refrigerator repair was completed on July 13, However, on July 18, another service was scheduled to replace a shelfWe reached out to our Service Tech Management team for assistanceOur tech manager contacted MrB [redacted] and discussed his concerns regarding the multiple reschedulesWe assure MrB [redacted] that we appreciate his feedback and it will give us the opportunity to remedy any problem that may exist and help to improve our service furtherOn July 25, Delores H***, Territory Member Advocate Supervisor for Service Unit [redacted] contacted MrsB [redacted] and advised her that the shelf has been pre-orderedMsH [redacted] also offered MrsB [redacted] a $gift card for the inconveniences they experienced due to the rescheduled appointmentsAt this time, MrsB [redacted] has not accepted or declined the offerIf MrsB [redacted] would like to accept the offer, she can contact MsH [redacted] at ( [redacted] With that being said, since we have addressed the issue brought forth in MrB [redacted] complaint, we have closed our file We apologize to MrB [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: This is not my complaint, however I spoke with Tammie directly and we resolved the issueShe was very helpful in resolving this 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, Seth C [redacted]
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] rebuttal regarding his request to be refunded the tax amount of $for a sears.com order that has already been refunded Upon receipt of [redacted] rebuttal, we issued a refund of $to his [redacted] account ending in *** [redacted] may expect this credit to become visible within up to days from the issue date, as posting dates depend solely on the practices of the credit provider [redacted] is welcome to contact me directly if he has any further questions or concerns about this issue or his refund We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
September 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Issac R*** Dear [redacted] We have completed the investigation of MrR [redacted] complaint regarding the recent purchase of a washer and dryer setAfter reviewing MrR [redacted] complaint and our records, we contacted our delivery department to conduct an audit on the order in questionSince we were able to confirm that MrR [redacted] called within the day return window, we called him on September 11, and had the opportunity to speak with himWe advised MrR [redacted] of our findings and processed the requested exchange for his new dryer item number [redacted] The delivery was scheduled for September 13, Since we were able to provide MrR [redacted] with his requested exchange, we have closed our filesWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
November 24, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] ’s rebuttal to our previous response Prior to receiving Ms [redacted] follconcerns, she accepted refrigerator model [redacted] as replacement for her mother’s refrigerator Our records show that the new unit was delivered on November 18, Additionally, the remaining MPA coverage on her mother’s refrigerator is being transferred to the new refrigerator, as well as an additional one year of coverage for customer satisfaction Since it is our understanding that [redacted] and her mother [redacted] are satisfied with the aforementioned resolution, we ask that this matter be closed.Again, we apologize to [redacted] and [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
July 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 stove District Manager [redacted] provided the following response: I have spoken with Mr [redacted] Arrangements were made to provide him with a unit that featured the down draft venting he wanted in exchangeMr [redacted] indicated that this resolution met with his approvalShould he have any further questions, he may contact me ( [redacted] at ( [redacted] during business hoursIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed our investigation of [redacted] rebuttal.When we received [redacted] rebuttal we reached out to the store manager [redacted] The store manager spoke to [redacted] and since we were not able to address her issue in a timely manner the store offered to refund the purchase of the tractorAccording to [redacted] the tractor is scheduled for pick up on Tuesday November 17, Once the tractor has been picked up and returned to the warehouse the full credit for the tractor will be processed back on to her credit card [redacted] also offered [redacted] ***r a gift card in the amount of $If [redacted] is still in need of assistance she can contact [redacted] As it is our understanding that this resolution was acceptable to [redacted] ***r we have closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: this response is fine, however sears still needs to change thier sales practicesDont come to someones house and lie to them , put them in a bad situation and then tell them you are doing them a favor by reducing additional costs, receive different quotes for it It you come and say everything will be included and then affect someones credit and have them sign contracts that they cant even read dont promise or quote customers until you have a real HVAC tech come and give an accurate quote initially Sincerely, [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 There's really nothing to be done at this point[redacted] the local store owner, did call me to apologize He stated in the conversation that he had received a call from his District Manager telling him to do so He indicated he hadn't even read my statement Since he had made no effort to contact me on his own after the incident occurred, I suppose the actual goal was for him to re-establish rapport with his supervisor This situation involved FOUR appliances, not just a range [redacted] is very fortunate to have a wonderful, courteous sales person named [redacted] who compensates in some degree for my unpleasant experience.Sincerely [redacted] Sincerely, [redacted] ***
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a washer/dryer exchange First, we would like to apologize to Mr [redacted] for failing his expectations when he recently purchased a new washer and dryer from SearsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted him to clarify the amount of refund he believed he is due Mr [redacted] advised that he is still owed $534.04, as well as the returned check fee of $ After speaking with Mr [redacted] we immediately contacted Store Manager [redacted] for assistance After she researched Mr [redacted] transactions, she confirmed that Mr [redacted] was still owed $ Therefore, on June 7, 2016, she processed a refund for $to his [redacted] account, which should post in the next few days Additionally, a refund check for $has been processed and should be received by Mr [redacted] in the next two weeks In summary, since we have corrected our oversight and issued the monies Mr [redacted] is due, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Mamie A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the performance of the tractor and the problem she encountered when she attempted to return it for a refund Upon receipt of Ms [redacted] ’s complaint we reached out to District Manager Carlton Richards to assist with Ms [redacted] ’s concernMrRichards investigated and found that the tractor was in fact delivered on July 22, Ms [redacted] called that same day and informed the store manager that the tractor was not workingThe store manager offered to send an associate to take a look at the tractor the next day and she agreedOn July 23, the associate arrived at the [redacted] ’s home and discovered that the lawn was mowed and asked what was wrong with the tractorMr [redacted] stated that there was nothing wrong with the tractor, so the associate returned to the store since there was nothing to assess on the tractorThat same day Ms [redacted] attempted to return the tractor and stated that she was not happy with the tractor or how she was being treatedThe no return policy regarding gas powered equipment was explained to Ms [redacted] and she was informed that she could exchange the tractor for another modelMs [redacted] did not accept this information Upon further investigation, MrRichards could not verify that the return policy was actually covered with Ms [redacted] prior to the purchaseFor customer satisfaction, on August 1, MrRichards authorized the return of the tractor for a refundOn August 4, the tractor was returned and we issued a credit of $1,to Ms [redacted] ’s account ending in With that being said, since we have 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
July 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MrL [redacted] complaint regarding the delay he encountering in trying to get his refrigerator repaired.Upon receipt of MrL [redacted] complaint we reached out to his local service unitThey were able to expedite the repair and get a technician there on July 12, Oddly enough, once we got the technician there the refrigerator was found to be working fineIf that changes and MrL [redacted] encounters issues again, he is welcome to contact me via email or phoneIn the interim, since the refrigerator is now working, we have closed our file.We apologize to MrL [redacted] and appreciate the opportunity to address this matter Please f**l fr [redacted] to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joanne [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] ’s refrigerator were completed on September 7, During the service call the technician assigned to the call indicated that he installed a previously ordered thermostatAdditionally, our complaint management program indicates that Ms [redacted] has spoken with our service contracts office and they have processed a food loss reimbursement check in the amount of $The aforementioned food loss was approved on September 5thWe apologize to Ms [redacted] for the inconvenience noted in her complaint, that said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
January 16, [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 dryer repair It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance Our records show that they were able to move Ms [redacted] appointment to January 13, Furthermore, the technician was able to complete the repair to Ms [redacted] dryer with the installation of a new timer and relay While we empathize with Ms [redacted] , we are unable to refund her for her expired protection agreements However, if Ms [redacted] feels that we are unable to meet her service expectations, she can cancel her current agreements and receive pro-rated refunds If Ms [redacted] would like to explore this option, she can contact our Protection Agreement department at ( [redacted] In the interim, since we have completed the repair to Ms [redacted] dryer, albeit later than expected, 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
October 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #11769512–Sarah [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding her bed As Ms [redacted] notes, her item had issues after the time period specified in our return policy had expiredAs such, we are not obligated to provide a refundWe do want to note that the item has a manufacturer’s warranty and the contact information for the manufacturer, ***, is listed in the owner’s manualThat number is (800) 489-We would suggest that Ms [redacted] contact [redacted] an advise that the item has failedIn 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 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