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, Travis [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding her Sears Appliance Warranty Our records show that we repaired Ms [redacted] washer on August 8, Our service technician found a loose wire to the motorPer her service warranty and as Ms [redacted] was informed when she signed up for the Appliance warranty she may cancel her warranty at any time but she would be responsible for the first service at the retail cost: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” Although we do try to meet our customers request for service dates and times, there is always the possibility that we are unable to meet those needsWe apologize for any delay in the serviceSince we have repaired Ms [redacted] washer and addressed her request we have closed our 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Debra [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding reinstalling the vent on her dryer On February 17, 2017, a Sears Home Services technician was dispatched to Ms [redacted] home to reinstall the venting onto her dryerOnce the vent was reattached the dryer was tested and was found to be operating with no concernsIf Ms [redacted] has any additional concerns, we invite her to call Ed, our Customer Advocate at [redacted] That said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her inability to get her range repaired under a Home Warranty contract she has We would like to clarify the coverage in question since Ms [redacted] appears to be confused as to how it worksWe sell a whole home warranty coverage on all the basic appliances in the kitchenWhen it is purchased new, it does not take effect for days and all appliances are represented to be in good working orderOnce the days has passed, if an item breaks, the consumer just has to call the number for the warranty, and when the technician arrives, the consumer is always responsible for a co-pay of $and the rest of the repair is coveredThe contract is underwritten by [redacted] and sometimes Sears is dispatched for the service call but sometimes another provider isOn the dryer service Ms [redacted] mentions, we assume this would have been scheduled after her warranty took effect in March and that it was another company that came out since we do not have any records of this What we do have records of, is her range appointments that were all canceledThis includes her first range appointment that was set up when she bought the Home WarrantyWe do have a promotion whereby we offer to repair an appliance for a flat rate price as an incentive to purchase the Home Warranty coverage that will apply to the other appliances in the home and to protect the appliance being repaired once it is brought back to good working orderOn that first appointment, Ms [redacted] would have owed the flat rate fee to repair the range (we believe this was $at the time)Once that was paid, all repairs up to $would have been coveredIf the repair was over $or if the item could not be repaired, then she would have qualified for up to $towards a replacementIf that repair was successful for at least days, then future service calls could be scheduled on it for just a $co-pay With that said, we do not that Ms [redacted] ever paid the flat-rate labor to repair the range so any future calls would have been canceled as a pre-existingIf Ms [redacted] is willing to pay the flat rate labor rate for that very first service call which was actually being covered by Sears Home Services and not her Home Warranty, she is welcome to email me at [redacted] or call me at [redacted] so arrangements can be madeIn the interim, since we remain willing to repair under the original conditions that were offered, we have closed our file pending her response 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, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
October 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #- John [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his inability to cancel a contract with NordicTrack by requesting to do so by writing this on a check payment made to his Sears branded credit card We would first like to clarify that Sears does not repair any NordicTrack merchandise, nor do we administer any of their service contractsHowever, because we believe that every customer should be given a choice on whether they want the peace of mind that comes with having extended warranty coverage, we do collect on NordicTrack's behalf the cost of their service agreementThe agreement given to the customer at the time of purchase clearly lays out how the contract works and how it can be canceledIn no instance, whether for this non-Sears NordicTrack contract, or even with Sears sold protection agreements, would we ask consumers to notify an unrelated credit group that they wanted to cancel their contract This is because Sears does not administer the accounts that are branded under Sears' nameOur credit portfolio was sold over years ago to Citigroup, and they administer all Sears branded accountsWe do not have transparency into their systems and they do not have transparency into oursSo when Mr [redacted] sent notification to Citi that he wanted to cancel his contract that was administered by NordicTrack, they would not have been able to do anythingNot to mention that it would still mean the charges would be on his account until NordicTrack received word that he wanted to cancel, at which time they would cancel and provide any refund he would be entitled to receive under the terms of their contract With that said, when Mr [redacted] contacted our customer support group to voice his dissatisfaction, we agreed as a one-time courtesy to issue him a refund for $and this was processed on September 30, Since it was our understanding that this accommodation met with his approval, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Kelley ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears has processed the in warranty exchange of Ms***’s refrigeratorThe new unit has been ordered and is scheduled to be delivered to her home on Friday, September 2ndAdditionally a $food loss reimbursement check has been requested and should be received by Ms [redacted] within 10-daysMs [redacted] has been advised via email that I will be out of the office as of tomorrow and returning September 8thIf any additional concerns arise, I will address those upon my returnSince we have noted the actions taken to resolve Ms***’s concerns, we ask that this complaint be closed pending further contactWe 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
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his Kenmore Dryer Upon receipt of Mr [redacted] complaint, we found that he had previously been in contact with MrRobert [redacted] in our escalated complaint departmentMr [redacted] was able to set service for the dryer and that service was completed on February 13, Mr [redacted] confirmed with Mr [redacted] that the dryer was repairedIf Mr [redacted] is still in need of assistance he need only contact Mr [redacted] directly via email at [redacted] or by phone; [redacted] Since it is our understanding that Mr [redacted] issue has been addressed we have closed this complaint 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]
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] ***
Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a television ordered via [redacted] Sears has replaced the damaged television that was shipped to [redacted] homeAdditionally, [redacted] was provided with a sales adjustment for the inconvenience she has encounteredWe feel is it important to note that [redacted] has concerns with her Sears Credit Card accountThe Sears credit card is administered by [redacted] , not SearsTherefore any concerns with [redacted] Sears credit card will need to be addressed by [redacted] , not Sears [redacted] has also filed a complaint with [redacted] and has been assigned a case manager to assist in resolving her concernsAt this time, since we have replaced the television and [redacted] was provided with a sales adjustment for the inconvenience she has encountered, we ask that this complaint be closedWe apologize to [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]
May 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of M [redacted] complaint regarding her dissatisfaction with the multiple reschedules for the repair of her treadmill We apologize for the delay in responding to this complaintWe forwarded this matter to the Service Unit Manager for assistanceOur records indicate that our technician has ordered parts to repair the treadmill and the parts were delivered on May 12, M [redacted] appointment is currently scheduled for June 5, to install the partsWe have requested for a sooner service date from our service unit and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us additional time to come to a decisionIn the interim, should she have any questions, Ms [redacted] may contact me directly at [redacted] 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 [redacted]
Complaint: [redacted] I'm rejecting this response because of extremely poor customer service, no ownership: Please refer to me as MS (I'm not a Mr.) Regardless of the disclaimer, I was the one who attempted on no less than + occasions to wade through your very poor customer service process with long extended hold times up to +hrs for each call trying to be a good customerIn addition to online chats, I advised every rep that I spoke with that I believed this was an error, I had concerns about purchasing itI wanted to have it updated before purchaseNot (1) of my calls or chats generated a fix, I started back in NOVEMBER! Wasted several hours of time, as I was remodeling my kitchen and needed a stoveThe error was not even fixed after my 5th call in December which was about 2.5+ hours on this call, and it's also when my complaint was filedAfter being on hold and transferred to the same departments over and overThe rep told me her supervisor indicated she had been on the line far to long and needed to disconnect the call but she would file the complaintI spoke with a couple of Managers which couldn't assist me even after I had purchased the item and had to return itI did not order the item until I had CONFIRMED, it was correct, even though I told them I was not confidentIt had not been fixed after I spoke with (3) Supervisors/ManagerI was finally PROMISED it was CORRECTI was sent a screen shot showing that the price and the item was indeed what I was orderingIn the end they said, the description and price was correctThe picture was notI was told on each call an IT request was placed to fix itI had to take the day off work, to return the incorrect itemI wasted hours of time for nothingIt's sad that a consumers time it not worth anythingA big company like this makes it extremely difficult to do business with themWhy purchase thier product when you can get it locally, with a company that provides excellent serviceThis was your error, its your CS escalation process which didn't workI would like a FULL refund, you still owe me $that was not paid to me, it was credited to my Sears chargeGood Service, Less excuses those are the companies which are going to still be here Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I did contact why not lease it and was told that they do not understand why sears would refer me to them for a refund or replacement, they are nothing more than a financial institution they do not deal with the product or warranties that is all through sears and it is their problem to solve They also told me that if someone from sears would like to call to confirm their roll in this they would be happy to talk with a store manager but thus far no manager from sears wants to call and talk to themI have been bounced back and forth from sears to why not lease it, to sears warranty, to samsung and back to sears again If no one wants to take responsibility for the damage that was clearly done either in manufacturing, during shipping to sears or done at the sears location by an associate then who is at fault and who am I supposed to call to get this remedied? 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, Sami Y [redacted]
October 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Steven W [redacted] Dear [redacted] We have completed the investigation of MrW [redacted] complaint regarding his dissatisfaction with our customer service and failure to provide a repair for his vacuum cleaner It is unfortunate that we failed MrW [redacted] expectations when he recently requested a repair from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure MrW [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that a replacement credit has been issued ot MrW [redacted] Our CarRepair Services Support Supervisor has attempted to reach MrW [redacted] as recently as October 9, 2017, to inform him of the replacement credit and the process for receiving a replacement vacuum cleaner from Sears MrW [redacted] is welcome to contact Deborah H [redacted] within business days at [redacted] directly for this information At this time, we can only reiterate that we regret any inconvenience MrW [redacted] may have experienced We respectfully ask to have this matter closed, since we have noted MrW [redacted] comments and no further resolution was requested We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
Initial Business Response / [redacted] (1000, 12, 2015/10/20) */ October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation Ms [redacted] complaint regarding her dissatisfaction with Sears Carpet Cleaning First, we would like to apologize to Ms [redacted] for failing her expectations when she recently contracted with Sears Carpet CleaningUpon receiving Ms [redacted] complaint, we forwarded the matter to Customer Service Manager [redacted] for assistanceMs[redacted] subsequently contacted Ms[redacted] for a copy of the sales receipt to verify the purchase priceUnfortunately, Ms[redacted] has been unable to provide a copy, so Ms[redacted] is attempting to research the value of the rug using the manufacturer's informationOnce Ms[redacted] is able to verify the value of the rug, Ms[redacted] will be provided with a fair offer of compensationIn the interim, since Ms[redacted] is in active communication with Ms[redacted] and a resolution is pending, 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 Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I believe that Sears representative, Ms[redacted] , is going to offer a fair and reasonable compensation amount for the replacement of my Needlepoint RugI have given Ms[redacted] all the relevant information necessary to determine a fair resolution to include the owner, Dr[redacted] owner of the antique mall contact informationThank you kindly for your willingness to assist in this matter V/r, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11021801, and find that this resolution is satisfactory to me Sincerely, Alescha [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, Anne B [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 your help Revdex.com, it is true I received a replacement from Sears, at this moment new washer seems to be working properly,Once again thank you Sincerely, [redacted]
Contact Name and Title: MELISSA [redacted] September 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Vaughn [redacted] - # Dear Ms [redacted] : We have completed our investigation Mr [redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkUpon researching Mr [redacted] concerns, we found that the store of purchase processed an exchange on September 10, 2015, and Mr [redacted] received the new refrigerator on September 14, As a conciliatory gesture or any inconvenience Mr [redacted] may have experienced, our office processed a six-month extension to the Master Protection Agreement (MPA) he purchased for the new refrigerator; the coverage now expires on March 12, With that said, since an equitable resolution has been provided for Mr***, albeit later than expected, and we have documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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, Travis [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Everything is O.K.knowFile NOIS Thank You Mr [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding her Sears Appliance Warranty Our records show that we repaired Ms [redacted] washer on August 8, Our service technician found a loose wire to the motorPer her service warranty and as Ms [redacted] was informed when she signed up for the Appliance warranty she may cancel her warranty at any time but she would be responsible for the first service at the retail cost: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” Although we do try to meet our customers request for service dates and times, there is always the possibility that we are unable to meet those needsWe apologize for any delay in the serviceSince we have repaired Ms [redacted] washer and addressed her request we have closed our 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Debra [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding reinstalling the vent on her dryer On February 17, 2017, a Sears Home Services technician was dispatched to Ms [redacted] home to reinstall the venting onto her dryerOnce the vent was reattached the dryer was tested and was found to be operating with no concernsIf Ms [redacted] has any additional concerns, we invite her to call Ed, our Customer Advocate at [redacted] That said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her inability to get her range repaired under a Home Warranty contract she has We would like to clarify the coverage in question since Ms [redacted] appears to be confused as to how it worksWe sell a whole home warranty coverage on all the basic appliances in the kitchenWhen it is purchased new, it does not take effect for days and all appliances are represented to be in good working orderOnce the days has passed, if an item breaks, the consumer just has to call the number for the warranty, and when the technician arrives, the consumer is always responsible for a co-pay of $and the rest of the repair is coveredThe contract is underwritten by [redacted] and sometimes Sears is dispatched for the service call but sometimes another provider isOn the dryer service Ms [redacted] mentions, we assume this would have been scheduled after her warranty took effect in March and that it was another company that came out since we do not have any records of this What we do have records of, is her range appointments that were all canceledThis includes her first range appointment that was set up when she bought the Home WarrantyWe do have a promotion whereby we offer to repair an appliance for a flat rate price as an incentive to purchase the Home Warranty coverage that will apply to the other appliances in the home and to protect the appliance being repaired once it is brought back to good working orderOn that first appointment, Ms [redacted] would have owed the flat rate fee to repair the range (we believe this was $at the time)Once that was paid, all repairs up to $would have been coveredIf the repair was over $or if the item could not be repaired, then she would have qualified for up to $towards a replacementIf that repair was successful for at least days, then future service calls could be scheduled on it for just a $co-pay With that said, we do not that Ms [redacted] ever paid the flat-rate labor to repair the range so any future calls would have been canceled as a pre-existingIf Ms [redacted] is willing to pay the flat rate labor rate for that very first service call which was actually being covered by Sears Home Services and not her Home Warranty, she is welcome to email me at [redacted] or call me at [redacted] so arrangements can be madeIn the interim, since we remain willing to repair under the original conditions that were offered, we have closed our file pending her response 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, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
October 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #- John [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his inability to cancel a contract with NordicTrack by requesting to do so by writing this on a check payment made to his Sears branded credit card We would first like to clarify that Sears does not repair any NordicTrack merchandise, nor do we administer any of their service contractsHowever, because we believe that every customer should be given a choice on whether they want the peace of mind that comes with having extended warranty coverage, we do collect on NordicTrack's behalf the cost of their service agreementThe agreement given to the customer at the time of purchase clearly lays out how the contract works and how it can be canceledIn no instance, whether for this non-Sears NordicTrack contract, or even with Sears sold protection agreements, would we ask consumers to notify an unrelated credit group that they wanted to cancel their contract This is because Sears does not administer the accounts that are branded under Sears' nameOur credit portfolio was sold over years ago to Citigroup, and they administer all Sears branded accountsWe do not have transparency into their systems and they do not have transparency into oursSo when Mr [redacted] sent notification to Citi that he wanted to cancel his contract that was administered by NordicTrack, they would not have been able to do anythingNot to mention that it would still mean the charges would be on his account until NordicTrack received word that he wanted to cancel, at which time they would cancel and provide any refund he would be entitled to receive under the terms of their contract With that said, when Mr [redacted] contacted our customer support group to voice his dissatisfaction, we agreed as a one-time courtesy to issue him a refund for $and this was processed on September 30, Since it was our understanding that this accommodation met with his approval, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Kelley ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears has processed the in warranty exchange of Ms***’s refrigeratorThe new unit has been ordered and is scheduled to be delivered to her home on Friday, September 2ndAdditionally a $food loss reimbursement check has been requested and should be received by Ms [redacted] within 10-daysMs [redacted] has been advised via email that I will be out of the office as of tomorrow and returning September 8thIf any additional concerns arise, I will address those upon my returnSince we have noted the actions taken to resolve Ms***’s concerns, we ask that this complaint be closed pending further contactWe 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
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his Kenmore Dryer Upon receipt of Mr [redacted] complaint, we found that he had previously been in contact with MrRobert [redacted] in our escalated complaint departmentMr [redacted] was able to set service for the dryer and that service was completed on February 13, Mr [redacted] confirmed with Mr [redacted] that the dryer was repairedIf Mr [redacted] is still in need of assistance he need only contact Mr [redacted] directly via email at [redacted] or by phone; [redacted] Since it is our understanding that Mr [redacted] issue has been addressed we have closed this complaint 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]
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] ***
Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a television ordered via [redacted] Sears has replaced the damaged television that was shipped to [redacted] homeAdditionally, [redacted] was provided with a sales adjustment for the inconvenience she has encounteredWe feel is it important to note that [redacted] has concerns with her Sears Credit Card accountThe Sears credit card is administered by [redacted] , not SearsTherefore any concerns with [redacted] Sears credit card will need to be addressed by [redacted] , not Sears [redacted] has also filed a complaint with [redacted] and has been assigned a case manager to assist in resolving her concernsAt this time, since we have replaced the television and [redacted] was provided with a sales adjustment for the inconvenience she has encountered, we ask that this complaint be closedWe apologize to [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]
May 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of M [redacted] complaint regarding her dissatisfaction with the multiple reschedules for the repair of her treadmill We apologize for the delay in responding to this complaintWe forwarded this matter to the Service Unit Manager for assistanceOur records indicate that our technician has ordered parts to repair the treadmill and the parts were delivered on May 12, M [redacted] appointment is currently scheduled for June 5, to install the partsWe have requested for a sooner service date from our service unit and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us additional time to come to a decisionIn the interim, should she have any questions, Ms [redacted] may contact me directly at [redacted] 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 [redacted]
Complaint: [redacted] I'm rejecting this response because of extremely poor customer service, no ownership: Please refer to me as MS (I'm not a Mr.) Regardless of the disclaimer, I was the one who attempted on no less than + occasions to wade through your very poor customer service process with long extended hold times up to +hrs for each call trying to be a good customerIn addition to online chats, I advised every rep that I spoke with that I believed this was an error, I had concerns about purchasing itI wanted to have it updated before purchaseNot (1) of my calls or chats generated a fix, I started back in NOVEMBER! Wasted several hours of time, as I was remodeling my kitchen and needed a stoveThe error was not even fixed after my 5th call in December which was about 2.5+ hours on this call, and it's also when my complaint was filedAfter being on hold and transferred to the same departments over and overThe rep told me her supervisor indicated she had been on the line far to long and needed to disconnect the call but she would file the complaintI spoke with a couple of Managers which couldn't assist me even after I had purchased the item and had to return itI did not order the item until I had CONFIRMED, it was correct, even though I told them I was not confidentIt had not been fixed after I spoke with (3) Supervisors/ManagerI was finally PROMISED it was CORRECTI was sent a screen shot showing that the price and the item was indeed what I was orderingIn the end they said, the description and price was correctThe picture was notI was told on each call an IT request was placed to fix itI had to take the day off work, to return the incorrect itemI wasted hours of time for nothingIt's sad that a consumers time it not worth anythingA big company like this makes it extremely difficult to do business with themWhy purchase thier product when you can get it locally, with a company that provides excellent serviceThis was your error, its your CS escalation process which didn't workI would like a FULL refund, you still owe me $that was not paid to me, it was credited to my Sears chargeGood Service, Less excuses those are the companies which are going to still be here Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I did contact why not lease it and was told that they do not understand why sears would refer me to them for a refund or replacement, they are nothing more than a financial institution they do not deal with the product or warranties that is all through sears and it is their problem to solve They also told me that if someone from sears would like to call to confirm their roll in this they would be happy to talk with a store manager but thus far no manager from sears wants to call and talk to themI have been bounced back and forth from sears to why not lease it, to sears warranty, to samsung and back to sears again If no one wants to take responsibility for the damage that was clearly done either in manufacturing, during shipping to sears or done at the sears location by an associate then who is at fault and who am I supposed to call to get this remedied? 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, Sami Y [redacted]
October 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Steven W [redacted] Dear [redacted] We have completed the investigation of MrW [redacted] complaint regarding his dissatisfaction with our customer service and failure to provide a repair for his vacuum cleaner It is unfortunate that we failed MrW [redacted] expectations when he recently requested a repair from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure MrW [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that a replacement credit has been issued ot MrW [redacted] Our CarRepair Services Support Supervisor has attempted to reach MrW [redacted] as recently as October 9, 2017, to inform him of the replacement credit and the process for receiving a replacement vacuum cleaner from Sears MrW [redacted] is welcome to contact Deborah H [redacted] within business days at [redacted] directly for this information At this time, we can only reiterate that we regret any inconvenience MrW [redacted] may have experienced We respectfully ask to have this matter closed, since we have noted MrW [redacted] comments and no further resolution was requested We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
Initial Business Response / [redacted] (1000, 12, 2015/10/20) */ October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation Ms [redacted] complaint regarding her dissatisfaction with Sears Carpet Cleaning First, we would like to apologize to Ms [redacted] for failing her expectations when she recently contracted with Sears Carpet CleaningUpon receiving Ms [redacted] complaint, we forwarded the matter to Customer Service Manager [redacted] for assistanceMs[redacted] subsequently contacted Ms[redacted] for a copy of the sales receipt to verify the purchase priceUnfortunately, Ms[redacted] has been unable to provide a copy, so Ms[redacted] is attempting to research the value of the rug using the manufacturer's informationOnce Ms[redacted] is able to verify the value of the rug, Ms[redacted] will be provided with a fair offer of compensationIn the interim, since Ms[redacted] is in active communication with Ms[redacted] and a resolution is pending, 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 Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I believe that Sears representative, Ms[redacted] , is going to offer a fair and reasonable compensation amount for the replacement of my Needlepoint RugI have given Ms[redacted] all the relevant information necessary to determine a fair resolution to include the owner, Dr[redacted] owner of the antique mall contact informationThank you kindly for your willingness to assist in this matter V/r, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11021801, and find that this resolution is satisfactory to me Sincerely, Alescha [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, Anne B [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 your help Revdex.com, it is true I received a replacement from Sears, at this moment new washer seems to be working properly,Once again thank you Sincerely, [redacted]
Contact Name and Title: MELISSA [redacted] September 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Vaughn [redacted] - # Dear Ms [redacted] : We have completed our investigation Mr [redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkUpon researching Mr [redacted] concerns, we found that the store of purchase processed an exchange on September 10, 2015, and Mr [redacted] received the new refrigerator on September 14, As a conciliatory gesture or any inconvenience Mr [redacted] may have experienced, our office processed a six-month extension to the Master Protection Agreement (MPA) he purchased for the new refrigerator; the coverage now expires on March 12, With that said, since an equitable resolution has been provided for Mr***, albeit later than expected, and we have documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist