[redacted] Revdex.com North Wabash Ave, Ste# [redacted] ** [redacted] Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her furnace which is covered by the Sears Home WarrantyWe feel it is important to clarify that the Sears Home Warranty (SHW) is administered by [redacted] (CCHS)That being said we provided a copy of Ms [redacted] complaint to CCHS and was advised by [redacted] , CCHS Case Management Specialist that the claim regarding the furnace was approved Per Ms [redacted] email, [redacted] has two choices, she can accept the replacement of the furnace and pay approximately $1,in non-covered charges or she can accept a claim credit in the amount of [redacted] When Ms [redacted] spoke with [redacted] on Monday, January 2, 2017, she was going to discuss the options with her husband and advise Ms [redacted] of her decision [redacted] can reach Ms [redacted] at ( [redacted] or via email at [redacted] Since we have noted that CCHS will be the party who will ultimately be resolving [redacted] concerns, 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]
Initial Business Response / [redacted] (1000, 7, 2015/08/18) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed the investigation of Mr[redacted] complaint regarding Sears Home Services and repairs to his lawn tractor [redacted] , Sears Home Services, Territory Contractor Services Manager provided the following response: We are working with [redacted] Repair Service to have repairs completed to Mr[redacted] unitHe is aware that parts are on order and we expect them to be received in the next few daysCurrently, [redacted] from the office informed our office that [redacted] Repair Service is scheduled to return to the [redacted] home on Monday the 24th to complete the repairsA follow up letter will advise when we have completed the repairs to Mr[redacted] unit 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 Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Repair Service came last week and checked the lawn mower for the issues I reportedThe owner of [redacted] repair (***) was the technician that showed upAfter he checked the mower , he told me that he was going to order parts for the repair to the mowerOnce they received the parts they would contact me when they would schedule a return to do the repairsI have yet to receive a call from [redacted] Repair Service to find out when they would be returningOnce they contact me with a return date and time I will let you knowAs of this time repairs have not been done Final Business Response / [redacted] (4000, 11, 2015/08/25) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed the investigation of Mr[redacted] rebuttal regarding Sears Home Services and repairs to his lawn tractor [redacted] , Sears Home Services, Territory Contractor Services Manager provided the following response: As noted in our initial correspondence, Sears worked with [redacted] Repair Service to have repairs completed to Mr[redacted] unitOn Tuesday, August 25, 2015, I was contacted by [redacted] from [redacted] Repair Service who informed me that repairs to Mr[redacted] unit have been completedThat said, I was also informed that Mr [redacted] was satisfied with the repairsAt this time, since we have been advised that the repairs to Mr[redacted] repairs have been completed, we ask that this complaint be closed 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 Claims Specialist Sears Holdings Corporation [redacted] Final Consumer Response / [redacted] (2000, 13, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) My thanks to the Revdex.com for their help in getting my problems with SearsWithout your help I still would not have my mower fixedThis is the second time I have had to use the Revdex.com to resolve a problem with SearsWhen the Service Techswere based out of the stores you could believe they would be at your home within or weeks to fix your issue I hope Sears will take this constructive criticism as a way to improve customer service in their Home Repair DivisionAfter a home owner calls Sears to request service make available someone who can resolve issues with Repair Technicians who do not call to make appointments or at least give an approximate date when they will come When a Sears Customer Service Repwhom answers the original call for service and promises to call the home owner the next day with information to at least make that phone call! I called Sears aqt least time in an effort to find out who and when a service techwould comeI never receive a follow up phone call from the Sears Rep
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 meI did finally recieve the $that was suppose to be a gift card that was added to my shop your way rewardsI appreciate the Revdex.com looking into this for me and I will from now I will not be giving sears my business because of this mess Sincerely, [redacted] ***
December 2, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – Richard [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding the problems he encountered with the haul away of his used range.It is unfortunate that we failed Mr [redacted] ’s expectations when he recently scheduled the haul away of his used rangeWe value Mr [redacted] ’s patronage, but we can understand his frustration due to the series of events noted in his complaint We would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further According to our records, the delivery was unable to haul away the Mr [redacted] ’s use range when they delivered the new range The delivery team discovered that the range was hard-wired and required an electrician to disconnect the range For safety purposes, our delivery team is not authorized to perform any electrical work Mr [redacted] was informed that he could reschedule the haul away once the range was disconnected Mr [redacted] called on November 3, and requested to cancel the scheduled haul away because he would not be available On November 10, Mr [redacted] called again and requested to reschedule the appointment The notes indicate that the manual work order for the haul away was submitted and with the requested date of November 13, Mr [redacted] called on November 12, to check the status of the order for that day He was informed that there was no appointment for November 12, Mr [redacted] was issued a $gift card for the inconvenience and the appointment was requested for November 14, Regrettably, the date was not available and the haul away was set by the carrier for the first available date, November 15, Our records confirm that the haul away of the range was completed on November 15, With that being said, since we have addressed the issue brought forth in Mr [redacted] ’s complaint, we have closed our file.Again, 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,Matilda [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directMatilda[redacted] @searshc.com
August 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – J [redacted] W [redacted] Dear MsV [redacted] We have completed the investigation of MrW [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed MrW [redacted] expectations as we value his patronageAfter reviewing the notes in the order, we found that a full refund of $was processed on June 27, 2017, and the amount went back to his [redacted] accountFor MrW [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future MrW [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 MrW [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, E [redacted] C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 10, 2015/10/02) */ October 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms[redacted] complaint regarding lawn care benefits under their Repair Protection Agreement (RPA) We regret that the misinformation he received regarding lawn care caused him any inconvenienceIt is true that there was a change in the terms and benefits in June of this year under the RPA but this only affects those RPA's that were purchased in June of and afterSince the [redacted] purchased their RPA in this change does not affect their current coverageIf they chose to renew the RPA in then the new terms and conditions will apply at that time With that being said we have processed a check for the lawn care reimbursement in the amount of $I have provided Mr[redacted] with my direct contact information if they are still in need of assistanceIn the mean time since we have processed the promised lawn care amount of $and this was accepteable to the [redacted] we have closed our case We apologize to Ms[redacted] on behalf of Sears Holdings Corporation 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 Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company agreed to provide the promised amount of $
November 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Anthony [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to Joe ***, Business Strategy Manager, who states the following: Mr [redacted] purchased tires on 5/30/ On 10/04/the vehicle was brought in for a tire rotation On 10/21/2016, Ms [redacted] brought the vehicle back complaining about a noise on the driver's side After the wheel is removed and upon examination the brake caliper was looseIt was determined a rear bolt was missing or sheared off At that point, Ms [redacted] was shown the problem and advised she needed a brake service to remedy the problem Ms [redacted] refused saying the problem didn't start until after she brought the vehicle to Sears and stated no one else had worked on her car Upon further examination the brake caliper on the passenger side of the car was shiny and brand new, free of brake dust Ms [redacted] was shown the old rusty caliper on drivers side and the shiny new caliper on the passenger side The customer said she had the car for five years and never had any work done on it Ms [redacted] then called her husband Ms [redacted] was asked to have her husband check his records to possibly see if he had the brakes serviced At this point Ms [redacted] said to put tires back on the car and she left The only service performed on this vehicle was a tire rotationThis service does not require the removal and or adjustment of the brake caliper That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
[redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Beth W [redacted] Dear [redacted] We have completed our investigation of Ms. W [redacted] complaint regarding her refrigerator. We found that Ms. W [redacted] was... authorized for a replacement by the protection agreement department and a message was left of that information on the number we have on file ending in *** Receipt # [redacted] shows her new refrigerator shows as delivered on October 23, 2017. Since Ms. W [redacted] refrigerator has been replaced we have closed this case. We apologize to Ms. W [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. S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 28, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Traci [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the cosmetic damage upon the inatallation of her purchased appliance After reviewing Ms [redacted] complaint and our records, we contacted Ms [redacted] on August 25, and were informed that she returned the original refrigerator and purchased a new oneIt is our hope that Ms [redacted] purchased appliance will provide her with [redacted] term satisfactionSince we were able to determine that Ms [redacted] received a new refrigerator, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -512- [redacted] I [redacted] @searsch.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Deborah D C [redacted] Dear [redacted] We have completed the investigation of MsC [redacted] complaint regarding her dissatisfaction with our customer service and repair for her dryer It is unfortunate that we failed MsC [redacted] expectations with her scheduled repairWe value MsC [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure MsC [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received caused her any inconvenienceFor customer satisfactions reasons we offered a one year extension on the Master Protection Agreement on MsC [redacted] washer and dryer which she acceptedWe respectfully ask that this matter be closed, since we have repaired MsC [redacted] dryer and she has accepted the resolution offered Again, we apologize to MsC [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 concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for the remaining refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order we found that Sears Online processed the remaining refund of $under return receipt number [redacted] on June 12, This credit should post to the account within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Joseph P [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his grill We apologize for any misunderstandingThe burners Mr [redacted] needed have been sent to his home free of charge and the estimated arrival date is October 12, Accordingly, we ask that this matter be considered closed Again, 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) ***- [redacted] Tammie[redacted] @searshc.com
January 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] ***, Winchester VA 22602, Email: [redacted] and telephone number ( [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details We forwarded the complaint filed and the seller [redacted] replied stating that they spoke with Ms [redacted] regarding the tracking number which showed that the item was delivered to her homeThe seller explained that Ms [redacted] indicated that someone must have stolen package off of her porchThe seller asked Ms [redacted] to contact the [redacted] to start a claim with them and then to get back with the sellerHowever, [redacted] never heard back from Ms [redacted] Regardless, as a onetime courtesy exception the seller agreed to issue the refundThe refund was processed on January 20, 2017, under return receipt number [redacted] for $The credit should post to her account within to business daysIn closure, since an equitable resolution has been provided, we have closed our file 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
July 15, [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 vacuum cleaner As clarification, the seller Mr [redacted] made his purchase from is not authorized retailer of [redacted] productsAny warranty claims or issues would need to be addressed with that sellerThat said, we have sent a replacement wand free of charge to Mr [redacted] home address as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe 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]
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, Judy R [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her rangeIt is unfortunate that we failed Ms [redacted] ’s expectations when she called Sears for service on her range We value Ms [redacted] ’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms [redacted] that her concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on September 22nd when a previously ordered control board was installedAfter the board was installed the unit was tested and was found to be operating as designedSince we have completed the service to Ms [redacted] ’s range, we respectfully request 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
July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Ivan [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with receiving a single twin box spring instead of needed to serve as a foundation for his king size bed It is unfortunate that we failed Mr [redacted] expectations when he recently visited our Sears StoreWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [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, Gilberto [redacted] Manager for Sears Store number 1027, informed us that his personnel verified an issue with the sears.com description and agreed to order a second box spring for Mr [redacted] at no cost Our records indicate that the item was expected to be ready for pick up on July 8, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and an equitable 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
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] ***
Revdex.com: There was no resolution Sears needs to implement a system to make sure that their service techs are properly trained and know the policy and procedure like the back of their hand It is obvious to me that Sears does not care about its customers If they did there would not be as many online complaints about them as there are Sincerely, [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Bo [redacted] Dear Ms [redacted] , We have Mr**'s rebuttal complaint regarding his non-receipt of a refund gift card for an online order Since Mr [redacted] indicated that he had not received the two separate gift cards that were mailed on July 13, 2015, we contacted Sears Online SolutionsSupport Specialist Jeremy [redacted] indicated that an online agent devalued the two gift cards that were previously sent and re-issued a new gift card for the full amount of $This refund was processed on August 31, 2015, and shipped out via UPSMr [redacted] should receive the gift card within to business days from that dateIf Mr [redacted] has not received the gift card by September 9, 2015, then we ask that he contact us directly at 512- [redacted] or via email at Eligia[redacted] @searshc.comIn the interim, we have noted Mr**'s concerns and 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
[redacted] Revdex.com North Wabash Ave, Ste# [redacted] ** [redacted] Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her furnace which is covered by the Sears Home WarrantyWe feel it is important to clarify that the Sears Home Warranty (SHW) is administered by [redacted] (CCHS)That being said we provided a copy of Ms [redacted] complaint to CCHS and was advised by [redacted] , CCHS Case Management Specialist that the claim regarding the furnace was approved Per Ms [redacted] email, [redacted] has two choices, she can accept the replacement of the furnace and pay approximately $1,in non-covered charges or she can accept a claim credit in the amount of [redacted] When Ms [redacted] spoke with [redacted] on Monday, January 2, 2017, she was going to discuss the options with her husband and advise Ms [redacted] of her decision [redacted] can reach Ms [redacted] at ( [redacted] or via email at [redacted] Since we have noted that CCHS will be the party who will ultimately be resolving [redacted] concerns, 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]
Initial Business Response / [redacted] (1000, 7, 2015/08/18) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed the investigation of Mr[redacted] complaint regarding Sears Home Services and repairs to his lawn tractor [redacted] , Sears Home Services, Territory Contractor Services Manager provided the following response: We are working with [redacted] Repair Service to have repairs completed to Mr[redacted] unitHe is aware that parts are on order and we expect them to be received in the next few daysCurrently, [redacted] from the office informed our office that [redacted] Repair Service is scheduled to return to the [redacted] home on Monday the 24th to complete the repairsA follow up letter will advise when we have completed the repairs to Mr[redacted] unit 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 Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Repair Service came last week and checked the lawn mower for the issues I reportedThe owner of [redacted] repair (***) was the technician that showed upAfter he checked the mower , he told me that he was going to order parts for the repair to the mowerOnce they received the parts they would contact me when they would schedule a return to do the repairsI have yet to receive a call from [redacted] Repair Service to find out when they would be returningOnce they contact me with a return date and time I will let you knowAs of this time repairs have not been done Final Business Response / [redacted] (4000, 11, 2015/08/25) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed the investigation of Mr[redacted] rebuttal regarding Sears Home Services and repairs to his lawn tractor [redacted] , Sears Home Services, Territory Contractor Services Manager provided the following response: As noted in our initial correspondence, Sears worked with [redacted] Repair Service to have repairs completed to Mr[redacted] unitOn Tuesday, August 25, 2015, I was contacted by [redacted] from [redacted] Repair Service who informed me that repairs to Mr[redacted] unit have been completedThat said, I was also informed that Mr [redacted] was satisfied with the repairsAt this time, since we have been advised that the repairs to Mr[redacted] repairs have been completed, we ask that this complaint be closed 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 Claims Specialist Sears Holdings Corporation [redacted] Final Consumer Response / [redacted] (2000, 13, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) My thanks to the Revdex.com for their help in getting my problems with SearsWithout your help I still would not have my mower fixedThis is the second time I have had to use the Revdex.com to resolve a problem with SearsWhen the Service Techswere based out of the stores you could believe they would be at your home within or weeks to fix your issue I hope Sears will take this constructive criticism as a way to improve customer service in their Home Repair DivisionAfter a home owner calls Sears to request service make available someone who can resolve issues with Repair Technicians who do not call to make appointments or at least give an approximate date when they will come When a Sears Customer Service Repwhom answers the original call for service and promises to call the home owner the next day with information to at least make that phone call! I called Sears aqt least time in an effort to find out who and when a service techwould comeI never receive a follow up phone call from the Sears Rep
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 meI did finally recieve the $that was suppose to be a gift card that was added to my shop your way rewardsI appreciate the Revdex.com looking into this for me and I will from now I will not be giving sears my business because of this mess Sincerely, [redacted] ***
December 2, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – Richard [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding the problems he encountered with the haul away of his used range.It is unfortunate that we failed Mr [redacted] ’s expectations when he recently scheduled the haul away of his used rangeWe value Mr [redacted] ’s patronage, but we can understand his frustration due to the series of events noted in his complaint We would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further According to our records, the delivery was unable to haul away the Mr [redacted] ’s use range when they delivered the new range The delivery team discovered that the range was hard-wired and required an electrician to disconnect the range For safety purposes, our delivery team is not authorized to perform any electrical work Mr [redacted] was informed that he could reschedule the haul away once the range was disconnected Mr [redacted] called on November 3, and requested to cancel the scheduled haul away because he would not be available On November 10, Mr [redacted] called again and requested to reschedule the appointment The notes indicate that the manual work order for the haul away was submitted and with the requested date of November 13, Mr [redacted] called on November 12, to check the status of the order for that day He was informed that there was no appointment for November 12, Mr [redacted] was issued a $gift card for the inconvenience and the appointment was requested for November 14, Regrettably, the date was not available and the haul away was set by the carrier for the first available date, November 15, Our records confirm that the haul away of the range was completed on November 15, With that being said, since we have addressed the issue brought forth in Mr [redacted] ’s complaint, we have closed our file.Again, 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,Matilda [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directMatilda[redacted] @searshc.com
August 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – J [redacted] W [redacted] Dear MsV [redacted] We have completed the investigation of MrW [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed MrW [redacted] expectations as we value his patronageAfter reviewing the notes in the order, we found that a full refund of $was processed on June 27, 2017, and the amount went back to his [redacted] accountFor MrW [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future MrW [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 MrW [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, E [redacted] C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 10, 2015/10/02) */ October 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms[redacted] complaint regarding lawn care benefits under their Repair Protection Agreement (RPA) We regret that the misinformation he received regarding lawn care caused him any inconvenienceIt is true that there was a change in the terms and benefits in June of this year under the RPA but this only affects those RPA's that were purchased in June of and afterSince the [redacted] purchased their RPA in this change does not affect their current coverageIf they chose to renew the RPA in then the new terms and conditions will apply at that time With that being said we have processed a check for the lawn care reimbursement in the amount of $I have provided Mr[redacted] with my direct contact information if they are still in need of assistanceIn the mean time since we have processed the promised lawn care amount of $and this was accepteable to the [redacted] we have closed our case We apologize to Ms[redacted] on behalf of Sears Holdings Corporation 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 Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company agreed to provide the promised amount of $
November 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Anthony [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to Joe ***, Business Strategy Manager, who states the following: Mr [redacted] purchased tires on 5/30/ On 10/04/the vehicle was brought in for a tire rotation On 10/21/2016, Ms [redacted] brought the vehicle back complaining about a noise on the driver's side After the wheel is removed and upon examination the brake caliper was looseIt was determined a rear bolt was missing or sheared off At that point, Ms [redacted] was shown the problem and advised she needed a brake service to remedy the problem Ms [redacted] refused saying the problem didn't start until after she brought the vehicle to Sears and stated no one else had worked on her car Upon further examination the brake caliper on the passenger side of the car was shiny and brand new, free of brake dust Ms [redacted] was shown the old rusty caliper on drivers side and the shiny new caliper on the passenger side The customer said she had the car for five years and never had any work done on it Ms [redacted] then called her husband Ms [redacted] was asked to have her husband check his records to possibly see if he had the brakes serviced At this point Ms [redacted] said to put tires back on the car and she left The only service performed on this vehicle was a tire rotationThis service does not require the removal and or adjustment of the brake caliper That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
[redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Beth W [redacted] Dear [redacted] We have completed our investigation of Ms. W [redacted] complaint regarding her refrigerator. We found that Ms. W [redacted] was... authorized for a replacement by the protection agreement department and a message was left of that information on the number we have on file ending in *** Receipt # [redacted] shows her new refrigerator shows as delivered on October 23, 2017. Since Ms. W [redacted] refrigerator has been replaced we have closed this case. We apologize to Ms. W [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. S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 28, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Traci [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the cosmetic damage upon the inatallation of her purchased appliance After reviewing Ms [redacted] complaint and our records, we contacted Ms [redacted] on August 25, and were informed that she returned the original refrigerator and purchased a new oneIt is our hope that Ms [redacted] purchased appliance will provide her with [redacted] term satisfactionSince we were able to determine that Ms [redacted] received a new refrigerator, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -512- [redacted] I [redacted] @searsch.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Deborah D C [redacted] Dear [redacted] We have completed the investigation of MsC [redacted] complaint regarding her dissatisfaction with our customer service and repair for her dryer It is unfortunate that we failed MsC [redacted] expectations with her scheduled repairWe value MsC [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure MsC [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received caused her any inconvenienceFor customer satisfactions reasons we offered a one year extension on the Master Protection Agreement on MsC [redacted] washer and dryer which she acceptedWe respectfully ask that this matter be closed, since we have repaired MsC [redacted] dryer and she has accepted the resolution offered Again, we apologize to MsC [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 concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for the remaining refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order we found that Sears Online processed the remaining refund of $under return receipt number [redacted] on June 12, This credit should post to the account within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Joseph P [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his grill We apologize for any misunderstandingThe burners Mr [redacted] needed have been sent to his home free of charge and the estimated arrival date is October 12, Accordingly, we ask that this matter be considered closed Again, 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) ***- [redacted] Tammie[redacted] @searshc.com
January 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] ***, Winchester VA 22602, Email: [redacted] and telephone number ( [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details We forwarded the complaint filed and the seller [redacted] replied stating that they spoke with Ms [redacted] regarding the tracking number which showed that the item was delivered to her homeThe seller explained that Ms [redacted] indicated that someone must have stolen package off of her porchThe seller asked Ms [redacted] to contact the [redacted] to start a claim with them and then to get back with the sellerHowever, [redacted] never heard back from Ms [redacted] Regardless, as a onetime courtesy exception the seller agreed to issue the refundThe refund was processed on January 20, 2017, under return receipt number [redacted] for $The credit should post to her account within to business daysIn closure, since an equitable resolution has been provided, we have closed our file 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
July 15, [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 vacuum cleaner As clarification, the seller Mr [redacted] made his purchase from is not authorized retailer of [redacted] productsAny warranty claims or issues would need to be addressed with that sellerThat said, we have sent a replacement wand free of charge to Mr [redacted] home address as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe 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]
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, Judy R [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her rangeIt is unfortunate that we failed Ms [redacted] ’s expectations when she called Sears for service on her range We value Ms [redacted] ’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms [redacted] that her concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on September 22nd when a previously ordered control board was installedAfter the board was installed the unit was tested and was found to be operating as designedSince we have completed the service to Ms [redacted] ’s range, we respectfully request 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
July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Ivan [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with receiving a single twin box spring instead of needed to serve as a foundation for his king size bed It is unfortunate that we failed Mr [redacted] expectations when he recently visited our Sears StoreWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [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, Gilberto [redacted] Manager for Sears Store number 1027, informed us that his personnel verified an issue with the sears.com description and agreed to order a second box spring for Mr [redacted] at no cost Our records indicate that the item was expected to be ready for pick up on July 8, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and an equitable 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
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] ***
Revdex.com: There was no resolution Sears needs to implement a system to make sure that their service techs are properly trained and know the policy and procedure like the back of their hand It is obvious to me that Sears does not care about its customers If they did there would not be as many online complaints about them as there are Sincerely, [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Bo [redacted] Dear Ms [redacted] , We have Mr**'s rebuttal complaint regarding his non-receipt of a refund gift card for an online order Since Mr [redacted] indicated that he had not received the two separate gift cards that were mailed on July 13, 2015, we contacted Sears Online SolutionsSupport Specialist Jeremy [redacted] indicated that an online agent devalued the two gift cards that were previously sent and re-issued a new gift card for the full amount of $This refund was processed on August 31, 2015, and shipped out via UPSMr [redacted] should receive the gift card within to business days from that dateIf Mr [redacted] has not received the gift card by September 9, 2015, then we ask that he contact us directly at 512- [redacted] or via email at Eligia[redacted] @searshc.comIn the interim, we have noted Mr**'s concerns and 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