August 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MrO [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for a cancelled Sears Protection Agreement It is unfortunate that we failed MrO [redacted] expectations when he recently purchased a new grill from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure MrO [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that a check for $was reissued to MrO [redacted] on June 5, 2017, and expected to arrive at the address he provided with this complaint within fifteen business days of the issue date At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted MrO [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, N [redacted] G [redacted] Regulatory Complaint Specialist [redacted] ***
(The consumer indicated he/she ACCEPTED the response from the business.) refunds have been given in the exact amount there by satisfying my refund issuesHowever, Sears and its affiliates provide awful customer service and charge you for items they know are not available, then delay delivery! that is just awfulother online stores will tell you that the item is presently out of stockI will never shop at sears again! Thank you Revdex.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - Ian [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ' complaint regarding his recent online order We would first like to apologize for any inconvenience Mr [redacted] may have experiencedWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching his online order, we found that his original charge for the refrigerator and delivery was for $A refund of $1,was issued back to Mr [redacted] account on July 3, Additionally, we found a reversal of $which was completed on July 14, To resolve this matter, we issued a refund of $in the form of a check which will be mailed and received within seven to ten business daysFor Mr [redacted] ' records the refund receipt number is Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since we have issued a refund for the amount that was reversed, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 6, [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 dishwasher repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his dishwasherWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon researching Mr [redacted] complaint, we found that he was scheduled for service on October 5, 2016; the appointment was moved up from October 19, However, the appointment was canceled on the day of service Mr [redacted] was contacted to see if he wished to reschedule and he advised that he had canceled the appointment because he had another service provider repair his dishwasher In Mr [redacted] complaint, he requested either the refund of the third-party repair cost or a refund of his protection agreement As a courtesy, we are willing to provide Mr [redacted] with the full refund of his Master Protection Agreement (MPA) with the understanding that the remaining coverage will be canceled If Mr [redacted] would like to accept the $refund, he can reply to [redacted] In the interim, since a fair resolution has been proposed, 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
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # [redacted] - Rachael C [redacted] Dear Ms [redacted] We have been unable to contact MsTorres’ regarding her complaint on her Kenmore washerWe have been able to research her issue even though we have not been able to discuss our finding with her Ms [redacted] voice mail has been full therefore we haven’t been able to leave a message regarding our findingsOur research shows that Ms [redacted] purchased her washer on September 3, and purchased a Master Protection Agreement for coverage until October 11, During this time we have had one service requestOn September 23, Ms [redacted] contacted Sears stating she had an error code on LE on her washerOn September 26, or service technician found that a Rotor bolt had come off the motorThis was repaired that same dayWe have no records of other service request for this washer nor did our service technician indicate there was anything else wrong with the washer in when he was at the homeMs [redacted] is now outside the manufacture warranty for four (4) years and almost ten (10) months since her MPA expiredWith no past record showing an ongoing issue any repairs would be Ms [redacted] responsibilitySince we have explained why we will not be honoring Ms [redacted] request to replace her washer we have closed our caseWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
January 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] rebuttal We have reviewed both our response and Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we did make a mistake regarding the price of the attachment, Mr [redacted] could have returned the attachment according to the terms of our return policy once he tried it and it did not workHowever, he has long since passed the point wherein he could qualify for a refund or exchange of the trimmer according to our return policyAs a courtesy, we are willing to provide him with a gift card for $that he may use to buy another trimmer from Sears if he wishesShould Mr [redacted] wish to accept, I may be reached via email during business hours at [redacted] Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we do apologize that we failed his expectations, but we feel our offer is relative to the circumstances and our decision is final 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his riding tractor After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the tractorMr [redacted] has been informed of this offer and has been provided with the necessary information and has $to select a new tractorHe understands that once he makes his selection we will process the replacement in my officeAt this time we are waiting for Mr [redacted] to make his selection and he has been provided with my direct contact informationSince it was our understanding that this resolution met with Mr [redacted] approval, we have closed our file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept this as the business returned my moneyHOWEVER, I do not understand why Ms ***s continues to lieThe management at Sears who handled my case admitted there was an 'unusual glitch' in which my information was never transmitted and recorded properly on the Sears computer system which caused the problemsFor Ms ***s to publish a letter stating it is MY fault for not doing what I was supposed to do is frankly disgusting to me and should be an embarrassment to her and to SearsAppalling behavior once again from this company
April 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr***’ rebuttal to the response we provided regarding the problems he encountered when he attempted to drop off his lawn mower for a warranty repair; as well as the customer service he received when he called in for assistance We have Mr [redacted] rebuttal, and we contacted him again to discuss his concern that the repair shop sprayed his mower with waterMr [redacted] stated that our response noted everything that had been previously discussed, but that we did not mention his concern that the mower was sprayed with waterWe apologized that it was not noted on our response because during our conversation Mr [redacted] mentioned that the technician was being nice and had sprayed water on the mower to clean it so that his vehicle would not get dirtyMr [redacted] stated that this was correct, but he did not understand why we would spray it with water when we he was told that the gas had waterWe advised Mr [redacted] that a mower can be carefully sprayed externally with water to clean off debris and we would not spray water into the engine or the gas tankWe asked Mr [redacted] if he was alleging that the repair shop added water in his gas tankMr [redacted] confirmed that he was not making that allegation, and only wanted an explanation As for the parts quoted, we explained that the quote is for parts that are typically replaced with a "water in the gas" issueHe would not be charged for parts that were not found damaged and that is why he was given a low end and high end quoteWhile we understand that Mr [redacted] was dissatisfied that the warranty repair claim was denied, the fact remains that our technician found water in the gas and the warranty will not cover preventive maintenance or repairs necessary due to improper fuel mixture, contaminated or stale fuelMr [redacted] request for an exchange has been deniedAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] : We have completed our investigation of MrT [redacted] complaint regarding his HVAC system We have reached an agreement with MrT [redacted] and as soon as we received the settlement agreement, we will execute the terms noted thereinSince MrT [redacted] indicated that he found this to be satisfactory, we have closed our file We apologize to MrT [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Alissa [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding coverage under her Sears Home Warranty We would first like to point out that Cross Country Home Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms [redacted] contract Upon receipt of Ms [redacted] complaint we reached out to Cross Country who is the administrator of the Sears Home Warranty service planCross Country has informed us that they have approved the plumbing claim and processed a reimbursement check for $This reimbursement check was processed on March 6, Ms [redacted] was also refunded one month premium in the amount of $on February 20, Ms [redacted] informed her case manager at Cross Country that she was no longer in need of further assistance in this matter therefore we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L [redacted] @searshc.com
September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] – Maria [redacted] Dear Ms [redacted] , We have completed the investigation of M [redacted] ’s complaint regarding her online order experience and request for a replacement or refund It is unfortunate that we failed M [redacted] ’s expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedOur records show that the total for this order was $minus a $discountAfter reviewing the notes in the order we found that Sears Online issued a full refund back to the same form of payment used at the time of purchaseAccordingly, a refund of $was credited back to M [redacted] ’s Shop Your Way Reward account ending in on August 3, Additionally, we hope that in the future M [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted M [redacted] ’s 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
August 25, [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 grandparent’s A/C system According to our records, Mr [redacted] was provided with a settlement agreement for the $he mentionedThe last time he spoke with our representative, Belen, he indicated that his grandparents’ attorney was reviewing the documentAs you are aware, a complaint may not be kept open indefinitely due to the nature of our agreement with your organizationSince we have offered to fulfill the terms of the contract as noted above, and are waiting for input from the member before we can proceed, we have closed our file at this time 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] @searshc.com
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – James R [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’ complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr***’ expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the complaint filed, we found that Sears online issued a return label and we confirmed that the TV was returned on August 8, Therefore, we have submitted the refund request today and Mr [redacted] can expect to see a credit post to his account within to business daysFor Mr***’ records the return receipt number is [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr***’ 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
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding the problem he encountered when he attempted to return the Craftsman Scan Tool after the 30-day return period We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintThe copy of the receipt provided to Mr [redacted] states, “Most items have a return policy of days from the purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions apply ” Mr [redacted] had days to review the return policy as instructed on the receipt; and to inspect the tool, and return it if he was not satisfied with the purchaseAs previously stated, Mr [redacted] can still return to the store with the item and a copy of the receipt for a warranty exchange on the toolWhile we understand that he is dissatisfied with our return policy, his request for a refund has been deniedThe fact remains that he did not return within the day period to return the purchase for a refundAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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 It was actually March 2nd my son was able to pickup his Christmas present that was ordered December 2ndIt was suppose to be delivered to my local Home Store on December 10thIt Actually took exactly months to the day of when I ordered this item for it to be delivered.I give the credit to the local Sears Home store for me even receiving this If it wasn't for them I would still be be getting the same line from the Corporate sears.com Which was no item, No help, andno plan on getting it to me I have never seen a Corporation of this size with such poor customer service when not delivering an item that was purchased and paid for by a customer.I have been a life long Sears / Craftsman buyer, but after this experience I will think long and hard before ever purchasing another online item from Sears.com when it takes three months to receive an item that was suppose to be shipped and received to my Local home town store in days Two trips( Approximately miles round trip) to the store with them {Sears.com) promising me it was there before I went there to only find out it was never shipped.Approximately calls to Sears.com without any help.I want to thank Tambra A [redacted] the Sears District Manager, Tim B [redacted] , Owner of Fountain Hills, AZ Sears Home Town store , and the Staff at my Local Show Low AZ Home Town Store for their help in getting this to me.Thanks again for going above and beyond at the Home Town Sears level since Sears.com completely dropped the ball and never even acknowledged that Sincerely, ever John B [redacted] Former sears.com customer
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 The refund has now posted to my account.Thank you to the Sears representative for her help! 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 Sincerely, John L***
August 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MrO [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for a cancelled Sears Protection Agreement It is unfortunate that we failed MrO [redacted] expectations when he recently purchased a new grill from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure MrO [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that a check for $was reissued to MrO [redacted] on June 5, 2017, and expected to arrive at the address he provided with this complaint within fifteen business days of the issue date At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted MrO [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, N [redacted] G [redacted] Regulatory Complaint Specialist [redacted] ***
(The consumer indicated he/she ACCEPTED the response from the business.) refunds have been given in the exact amount there by satisfying my refund issuesHowever, Sears and its affiliates provide awful customer service and charge you for items they know are not available, then delay delivery! that is just awfulother online stores will tell you that the item is presently out of stockI will never shop at sears again! Thank you Revdex.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - Ian [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ' complaint regarding his recent online order We would first like to apologize for any inconvenience Mr [redacted] may have experiencedWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching his online order, we found that his original charge for the refrigerator and delivery was for $A refund of $1,was issued back to Mr [redacted] account on July 3, Additionally, we found a reversal of $which was completed on July 14, To resolve this matter, we issued a refund of $in the form of a check which will be mailed and received within seven to ten business daysFor Mr [redacted] ' records the refund receipt number is Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since we have issued a refund for the amount that was reversed, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 6, [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 dishwasher repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his dishwasherWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon researching Mr [redacted] complaint, we found that he was scheduled for service on October 5, 2016; the appointment was moved up from October 19, However, the appointment was canceled on the day of service Mr [redacted] was contacted to see if he wished to reschedule and he advised that he had canceled the appointment because he had another service provider repair his dishwasher In Mr [redacted] complaint, he requested either the refund of the third-party repair cost or a refund of his protection agreement As a courtesy, we are willing to provide Mr [redacted] with the full refund of his Master Protection Agreement (MPA) with the understanding that the remaining coverage will be canceled If Mr [redacted] would like to accept the $refund, he can reply to [redacted] In the interim, since a fair resolution has been proposed, 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
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # [redacted] - Rachael C [redacted] Dear Ms [redacted] We have been unable to contact MsTorres’ regarding her complaint on her Kenmore washerWe have been able to research her issue even though we have not been able to discuss our finding with her Ms [redacted] voice mail has been full therefore we haven’t been able to leave a message regarding our findingsOur research shows that Ms [redacted] purchased her washer on September 3, and purchased a Master Protection Agreement for coverage until October 11, During this time we have had one service requestOn September 23, Ms [redacted] contacted Sears stating she had an error code on LE on her washerOn September 26, or service technician found that a Rotor bolt had come off the motorThis was repaired that same dayWe have no records of other service request for this washer nor did our service technician indicate there was anything else wrong with the washer in when he was at the homeMs [redacted] is now outside the manufacture warranty for four (4) years and almost ten (10) months since her MPA expiredWith no past record showing an ongoing issue any repairs would be Ms [redacted] responsibilitySince we have explained why we will not be honoring Ms [redacted] request to replace her washer we have closed our caseWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Complaint: I am rejecting this response because: Sincerely, Tamyra [redacted]
January 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] rebuttal We have reviewed both our response and Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we did make a mistake regarding the price of the attachment, Mr [redacted] could have returned the attachment according to the terms of our return policy once he tried it and it did not workHowever, he has long since passed the point wherein he could qualify for a refund or exchange of the trimmer according to our return policyAs a courtesy, we are willing to provide him with a gift card for $that he may use to buy another trimmer from Sears if he wishesShould Mr [redacted] wish to accept, I may be reached via email during business hours at [redacted] Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we do apologize that we failed his expectations, but we feel our offer is relative to the circumstances and our decision is final 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his riding tractor After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the tractorMr [redacted] has been informed of this offer and has been provided with the necessary information and has $to select a new tractorHe understands that once he makes his selection we will process the replacement in my officeAt this time we are waiting for Mr [redacted] to make his selection and he has been provided with my direct contact informationSince it was our understanding that this resolution met with Mr [redacted] approval, we have closed our file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept this as the business returned my moneyHOWEVER, I do not understand why Ms ***s continues to lieThe management at Sears who handled my case admitted there was an 'unusual glitch' in which my information was never transmitted and recorded properly on the Sears computer system which caused the problemsFor Ms ***s to publish a letter stating it is MY fault for not doing what I was supposed to do is frankly disgusting to me and should be an embarrassment to her and to SearsAppalling behavior once again from this company
April 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr***’ rebuttal to the response we provided regarding the problems he encountered when he attempted to drop off his lawn mower for a warranty repair; as well as the customer service he received when he called in for assistance We have Mr [redacted] rebuttal, and we contacted him again to discuss his concern that the repair shop sprayed his mower with waterMr [redacted] stated that our response noted everything that had been previously discussed, but that we did not mention his concern that the mower was sprayed with waterWe apologized that it was not noted on our response because during our conversation Mr [redacted] mentioned that the technician was being nice and had sprayed water on the mower to clean it so that his vehicle would not get dirtyMr [redacted] stated that this was correct, but he did not understand why we would spray it with water when we he was told that the gas had waterWe advised Mr [redacted] that a mower can be carefully sprayed externally with water to clean off debris and we would not spray water into the engine or the gas tankWe asked Mr [redacted] if he was alleging that the repair shop added water in his gas tankMr [redacted] confirmed that he was not making that allegation, and only wanted an explanation As for the parts quoted, we explained that the quote is for parts that are typically replaced with a "water in the gas" issueHe would not be charged for parts that were not found damaged and that is why he was given a low end and high end quoteWhile we understand that Mr [redacted] was dissatisfied that the warranty repair claim was denied, the fact remains that our technician found water in the gas and the warranty will not cover preventive maintenance or repairs necessary due to improper fuel mixture, contaminated or stale fuelMr [redacted] request for an exchange has been deniedAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] : We have completed our investigation of MrT [redacted] complaint regarding his HVAC system We have reached an agreement with MrT [redacted] and as soon as we received the settlement agreement, we will execute the terms noted thereinSince MrT [redacted] indicated that he found this to be satisfactory, we have closed our file We apologize to MrT [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Alissa [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding coverage under her Sears Home Warranty We would first like to point out that Cross Country Home Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms [redacted] contract Upon receipt of Ms [redacted] complaint we reached out to Cross Country who is the administrator of the Sears Home Warranty service planCross Country has informed us that they have approved the plumbing claim and processed a reimbursement check for $This reimbursement check was processed on March 6, Ms [redacted] was also refunded one month premium in the amount of $on February 20, Ms [redacted] informed her case manager at Cross Country that she was no longer in need of further assistance in this matter therefore we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L [redacted] @searshc.com
September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] – Maria [redacted] Dear Ms [redacted] , We have completed the investigation of M [redacted] ’s complaint regarding her online order experience and request for a replacement or refund It is unfortunate that we failed M [redacted] ’s expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedOur records show that the total for this order was $minus a $discountAfter reviewing the notes in the order we found that Sears Online issued a full refund back to the same form of payment used at the time of purchaseAccordingly, a refund of $was credited back to M [redacted] ’s Shop Your Way Reward account ending in on August 3, Additionally, we hope that in the future M [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted M [redacted] ’s 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
August 25, [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 grandparent’s A/C system According to our records, Mr [redacted] was provided with a settlement agreement for the $he mentionedThe last time he spoke with our representative, Belen, he indicated that his grandparents’ attorney was reviewing the documentAs you are aware, a complaint may not be kept open indefinitely due to the nature of our agreement with your organizationSince we have offered to fulfill the terms of the contract as noted above, and are waiting for input from the member before we can proceed, we have closed our file at this time 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] @searshc.com
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – James R [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’ complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr***’ expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the complaint filed, we found that Sears online issued a return label and we confirmed that the TV was returned on August 8, Therefore, we have submitted the refund request today and Mr [redacted] can expect to see a credit post to his account within to business daysFor Mr***’ records the return receipt number is [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr***’ 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
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding the problem he encountered when he attempted to return the Craftsman Scan Tool after the 30-day return period We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintThe copy of the receipt provided to Mr [redacted] states, “Most items have a return policy of days from the purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions apply ” Mr [redacted] had days to review the return policy as instructed on the receipt; and to inspect the tool, and return it if he was not satisfied with the purchaseAs previously stated, Mr [redacted] can still return to the store with the item and a copy of the receipt for a warranty exchange on the toolWhile we understand that he is dissatisfied with our return policy, his request for a refund has been deniedThe fact remains that he did not return within the day period to return the purchase for a refundAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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 It was actually March 2nd my son was able to pickup his Christmas present that was ordered December 2ndIt was suppose to be delivered to my local Home Store on December 10thIt Actually took exactly months to the day of when I ordered this item for it to be delivered.I give the credit to the local Sears Home store for me even receiving this If it wasn't for them I would still be be getting the same line from the Corporate sears.com Which was no item, No help, andno plan on getting it to me I have never seen a Corporation of this size with such poor customer service when not delivering an item that was purchased and paid for by a customer.I have been a life long Sears / Craftsman buyer, but after this experience I will think long and hard before ever purchasing another online item from Sears.com when it takes three months to receive an item that was suppose to be shipped and received to my Local home town store in days Two trips( Approximately miles round trip) to the store with them {Sears.com) promising me it was there before I went there to only find out it was never shipped.Approximately calls to Sears.com without any help.I want to thank Tambra A [redacted] the Sears District Manager, Tim B [redacted] , Owner of Fountain Hills, AZ Sears Home Town store , and the Staff at my Local Show Low AZ Home Town Store for their help in getting this to me.Thanks again for going above and beyond at the Home Town Sears level since Sears.com completely dropped the ball and never even acknowledged that Sincerely, ever John B [redacted] Former sears.com customer
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 The refund has now posted to my account.Thank you to the Sears representative for her help! 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 Sincerely, John L***