September 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent purchase As clarification, our records reflect that the recliner Ms [redacted] was provided with was newThere may have been some shipping tag attached from our warehouse, but it was not previously usedWhen asked to produce the receipt that is claimed as proof of being previously sold, our request was declinedAdditionally, our facility is regularly scheduled for inspections and pest control treatments if necessaryThere have been no issues recordedFinally, our return policy clearly notes: “Indoor upholstered furniture, including recliners and sofas, and delivered wood furniture must be returned within days of the delivery date.” As such, we are unable to grant Ms [redacted] request and we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
Tell us why here...August 18, Revdex.com Attn: Nita [redacted] North Wabash Ave Suite [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case No.: [redacted] 9l Via: [redacted] @chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We have been unable to resolve Mr [redacted] damage complaint and have turned it over to our claims management firm, SedgwickThey will work with the customer to resolve the matterWe will continue to assist Sedgwick as requestedHowever, we will not be able to provide any updates as we will no longer have ownership of the fileAccordingly, we ask that you close your file If you have any questions, please contact me directly at [redacted] or via email at [redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mr [redacted] /1st class postage
June 30, [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 We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in the order we found that Sears Online had already processed a refund $back to her [redacted] account on June 27, 2016, for the first orderAdditionally, another adjustment of $was credited for the same order today June 30, Ms [redacted] should see these credits post to her account within to business daysIn the interim, since a refund has been provided, we 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
August 19, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case #: 94565690/ Mark [redacted] Via: Revdex.com Website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerPursuant to Mr [redacted] 's request we have resolved his concerns and he is satisfied At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800- [redacted] ***, or via email at Melissa [redacted] @searshomepro.com Sincerely, Melissa [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mark [redacted]
March 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Martin JP [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding his dissatisfaction with the failure of his refrigerator and a back order on the part needed to complete a repair We have reviewed both Sears’ response and MrP [redacted] rebuttal, and we do not find that MrP [redacted] has brought any new information to his complaint While we understand that he was dissatisfied with the service he received, he has been provided with a representative, Nancy R [redacted] , to act as a single point of contact for his concerns With this having been said, Sears does not manufacture any parts Therefore, we do not have any jurisdiction over the delivery of any parts that can only be provided by the manufacturer As an apology for this experience, MsR [redacted] has waived the labor fee and provided MrP [redacted] with 150,Shop Your Way Rewards points (a $value), which he may use to purchase a compact refrigerator for use while he waits for a repair or another item of his choice While we do empathize with MrP [redacted] situation, filing a complaint with the Revdex.com or any other regulatory agency is not a guarantee that a consumer will receive their preferred resolution Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are within our power to grant In MrP [redacted] case we do apologize that we have failed his expectations, but we feel the aforementioned concessions along with the completion of a repair is a resolution commensurate to the circumstances We respectfully ask to have this complaint file closed pending the completion of the proposed repair 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] ***
(The consumer indicated he/she ACCEPTED the response from the business.) Sears completed an exchange of the refrigerator and also promised to add an additional extended warranty
October 4, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her layaway payments.It is unfortunate that we failed Ms [redacted] expectations when she recently used Sears layaway We value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her 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 our store issued a refund of $by check to Ms [redacted] on August 23, Although the business day mailing period we require before reissuing or investigating a refund had not yet passed, Ms [redacted] contacted sears.com to request the refund again on September 14, 2016, and was issued a second refund of $to her [redacted] ending in [redacted] In addition to these two refunds, our records indicate that Ms [redacted] disputed charges through her credit provider and a chargeback of $was granted by Sears on September 22, Therefore, Ms [redacted] paid a total of $150.00, but at this time it appears that she was provided with refunds of at least $As such, we are unable to honor Ms [redacted] request for a refund of $ We respectfully ask to have this matter closed, since we have noted Ms [redacted] comments and no further refunds or compensation will be offeredWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
July 5, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding his dissatisfaction that his washer failed too soon and the problems he encountered when he attempted to schedule warranty service We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintMr [redacted] agreed to the exchange of his washer and it was scheduled for June 29, We apologize that our delivery team was running late on the day of the delivery and any inconvenience this may have caused Mr [redacted] As with any delivery oriented industry, there is always going to be the possibility that an appointment might take longer than expected which may delay a scheduled delivery time frameWe reached out to our Delivery Escalations Team and a follow up was made with Mrs [redacted] She confirmed that the delivery of the washer was completed and successfulWhile we understand that Mr [redacted] was dissatisfied that the delivery of the washer was late, the fact remains that the delivery of the new washer was completed on June 29, Since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a return and refund It is unfortunate that we failed Mr [redacted] expectations when he attempted to have the damaged item returnedWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the order, we have submitted a request to send him a return label via emailMr [redacted] will receive this email shortly and he can return the package immediately for a refundAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since a return label has been sent to Mr [redacted] and a refund will be issued once the item is returned, we 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
May 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the multiple repairs on her washer Upon receiving [redacted] complaint, we have reviewed her service history and can understand why she was frustrated with her experience We would like to note that Ms [redacted] previously filed a Revdex.com complaint under complaint# [redacted] where she posed a similar concern with multiple repairs We told her at that time, and would like to reiterate again, the she has not yet had functional failures which would qualify her for a replacement under its Master Protection Agreement (MPA) Ms [redacted] has had a MPA check on 7/25/which does not constitute as a functional failure She had repair on 8/01/where no parts were replaced and the technician instructed Ms [redacted] on how to properly clean the dispenser regularly This visit would not constitute as a functional failure Repair completed on 12/02/is considered as a functional failure as the wire harness was bad Repair has not been scheduled for 1/19/where several parts are to be replaced and this is also considered a functional failure We apologize that her washer has failed again and is currently awaiting parts for replacement After this repair, that will total functional failures under her MPA While we understand that she is dissatisfied with her washer, the fact remains that she does not qualify for a replacement under the MPA and will need to continue with repair under the terms of her MPA Because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her dryer repair It is unfortunate that we failed Ms [redacted] ’s expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] ’s patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Due to the issues Ms [redacted] was experiencing with [redacted] , an authorized service provider, a Sears technician was scheduled to complete the repair of her dryer On January 31, 2017, the technician found the thermal cut-off needed to be reset Once the reset was completed, the dryer was tested and found to be operating properly While we understand that Ms [redacted] would like her washer and dryer replaced, the Master Protection Agreement (MPA) carried on the units provides for the repair of the covered products A replacement is only offered when certain criteria have been met Neither the washer nor dryer have met the requirements for replacement as outlined within the MPAWith that said, since the repair to Ms [redacted] ’s dryer has been completed, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
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, William ***
December 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Ron N [redacted] Dear [redacted] We have completed the investigation of MrN [redacted] complaint regarding his dissatisfaction that his washer failed too soon and that his washer was not repaired in a timely manner We apologize that MrN [redacted] washer failed to meet his expectations and the problems he encountered when he requested warranty serviceWe understand how frustrating this can be to a consumer, especially when the product is only a few months oldWe reviewed the service history and case notes related to his washerDue to the part delay, on November 17, we contacted MrsN [redacted] and offered her a warranty exchange on the washerMrsN [redacted] made a selection and the replacement washer was delivered on November 24, With that being said, since we have addressed the issue brought forth in MrN [redacted] complaint, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I received the check today Sincerely, [redacted]
July 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] rebuttal, we escalated her concerns to [redacted] Auto Center Manager of store# who states the following: Throughout the entire process of the job being done, Chris, the Assistant Auto Center Manager, did inform Ms [redacted] boyfriend, whom was waiting for the vehicle, of all issues that did arise He was aware of what exactly was being done and time lengths However, due to the customer having to return back to the Auto Center, we can refund 50% of her bill being a total of $ That being said, because we have addressed Ms [redacted] complaint, we have closed our file 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] Regulatory Complaints Specialist [redacted]
September 16, Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his allegation that the dishwasher that he purchased at our outlet store was delivered damaged, and that the store is not assisting We reached out to David [redacted] Store Manager for Outlet Store ***, to assist with Mr [redacted] complaintMr [redacted] confirmed that the dishwasher was not damaged at the time of selectionMr [redacted] contacted our delivery team regarding the damage and they stated that Mrs [redacted] *igned for the delivery and there are no notes regarding any damageAs a good-will gesture, Mr [redacted] contacted Mr [redacted] and offered to exchange the dishwasher or to compensate him for the damageMr [redacted] decided to keep the damaged dishwasher and accepted a $credit insteadOn September 16, Mr [redacted] issued the credit and Mr [redacted] should receive the bank check within – business daysWith that being said, since we have addressed the issue brought forth in Mr [redacted] s complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: Sergio [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ' complaint regarding Sears Garage Solutions Rhonda [redacted] , Sears Garage Solutions, Support Specialist provided the following response: Thea ***, Senior Quality Control Manager, Sears Garage Solutions, provided the following response: It is unfortunate that we failed Mr [redacted] 's expectations when he called Sears Garage Solutions for service on his garage doorWe value Mr [redacted] 's patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns have been forwarded to management of the local office for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleIf Mr [redacted] has any additional concerns he can reach me at [redacted] That said 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam [redacted] @searshc.com
February 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Ms [redacted] complaint regarding a recent purchase Unfortunately, there are times when items are put back into a wrong location if they decide not to keep an itemWe feel that is what happened here since all of the items Ms [redacted] purchased were correctly discounted according to type since each line is discounted in different amounts at timesFor instance, toys, such as the one Ms [redacted] purchased were 30% off and there were signs indicating thisThese signs were pointed out to Ms [redacted] when she was visited, but did not seem to make a difference in her opinion that something untoward had occurredHowever, we are issuing a check for the $in question in the interest of consumer satisfactionThis check should arrive at her home address within 10-business daysIn light of the aforementioned information, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Sears Holdings Corporation Regulatory Complaint Specialist [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I understand completely that sometimes life happens and commitments must be brokenUnfortunately the entire process was one excuse after another and the only time anyone called was the technician at pm to cancelThe mere concept that I would accept a measly $discount after I lost $in wage from having to take half a day off for nada just to reschedule an appointment with a company who has a track record of NOT meeting appointments is maddeningThe odds of me accepting such a trite compensation is about as high as me offering SEARS $to send a representative to my house for an apology and them accepting...so in other words 0% Please close this case as the very next day I called a local company who was able to come out the very same day within a hour windowGuess what...THEY HONORED THIER PROMISE!!Contact me directly if you would like the company's name and number to get some business A technician showed up and diagnosed the issue, ordered the part on the spot and scheduled a install date days later all for $less service charge than SEARS charges TO SEARS I say thank you and buh bye
[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] s complaint regarding Sears Home Services and repairs to his washer We have provided [redacted] with a store credit in the amount he paid for his [redacted] washer in November As a gesture of good faith we provided an additional $We have ordered a [redacted] front load washer, which will be delivered on Wednesday, October 28, Since it is my understanding that [redacted] was satisfied with the actions taken by Sears to resolve his complaint, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
September 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent purchase As clarification, our records reflect that the recliner Ms [redacted] was provided with was newThere may have been some shipping tag attached from our warehouse, but it was not previously usedWhen asked to produce the receipt that is claimed as proof of being previously sold, our request was declinedAdditionally, our facility is regularly scheduled for inspections and pest control treatments if necessaryThere have been no issues recordedFinally, our return policy clearly notes: “Indoor upholstered furniture, including recliners and sofas, and delivered wood furniture must be returned within days of the delivery date.” As such, we are unable to grant Ms [redacted] request and we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
Tell us why here...August 18, Revdex.com Attn: Nita [redacted] North Wabash Ave Suite [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case No.: [redacted] 9l Via: [redacted] @chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We have been unable to resolve Mr [redacted] damage complaint and have turned it over to our claims management firm, SedgwickThey will work with the customer to resolve the matterWe will continue to assist Sedgwick as requestedHowever, we will not be able to provide any updates as we will no longer have ownership of the fileAccordingly, we ask that you close your file If you have any questions, please contact me directly at [redacted] or via email at [redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mr [redacted] /1st class postage
June 30, [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 We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in the order we found that Sears Online had already processed a refund $back to her [redacted] account on June 27, 2016, for the first orderAdditionally, another adjustment of $was credited for the same order today June 30, Ms [redacted] should see these credits post to her account within to business daysIn the interim, since a refund has been provided, we 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
August 19, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case #: 94565690/ Mark [redacted] Via: Revdex.com Website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerPursuant to Mr [redacted] 's request we have resolved his concerns and he is satisfied At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800- [redacted] ***, or via email at Melissa [redacted] @searshomepro.com Sincerely, Melissa [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mark [redacted]
March 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Martin JP [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding his dissatisfaction with the failure of his refrigerator and a back order on the part needed to complete a repair We have reviewed both Sears’ response and MrP [redacted] rebuttal, and we do not find that MrP [redacted] has brought any new information to his complaint While we understand that he was dissatisfied with the service he received, he has been provided with a representative, Nancy R [redacted] , to act as a single point of contact for his concerns With this having been said, Sears does not manufacture any parts Therefore, we do not have any jurisdiction over the delivery of any parts that can only be provided by the manufacturer As an apology for this experience, MsR [redacted] has waived the labor fee and provided MrP [redacted] with 150,Shop Your Way Rewards points (a $value), which he may use to purchase a compact refrigerator for use while he waits for a repair or another item of his choice While we do empathize with MrP [redacted] situation, filing a complaint with the Revdex.com or any other regulatory agency is not a guarantee that a consumer will receive their preferred resolution Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are within our power to grant In MrP [redacted] case we do apologize that we have failed his expectations, but we feel the aforementioned concessions along with the completion of a repair is a resolution commensurate to the circumstances We respectfully ask to have this complaint file closed pending the completion of the proposed repair 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] ***
(The consumer indicated he/she ACCEPTED the response from the business.) Sears completed an exchange of the refrigerator and also promised to add an additional extended warranty
October 4, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her layaway payments.It is unfortunate that we failed Ms [redacted] expectations when she recently used Sears layaway We value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her 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 our store issued a refund of $by check to Ms [redacted] on August 23, Although the business day mailing period we require before reissuing or investigating a refund had not yet passed, Ms [redacted] contacted sears.com to request the refund again on September 14, 2016, and was issued a second refund of $to her [redacted] ending in [redacted] In addition to these two refunds, our records indicate that Ms [redacted] disputed charges through her credit provider and a chargeback of $was granted by Sears on September 22, Therefore, Ms [redacted] paid a total of $150.00, but at this time it appears that she was provided with refunds of at least $As such, we are unable to honor Ms [redacted] request for a refund of $ We respectfully ask to have this matter closed, since we have noted Ms [redacted] comments and no further refunds or compensation will be offeredWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
July 5, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding his dissatisfaction that his washer failed too soon and the problems he encountered when he attempted to schedule warranty service We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintMr [redacted] agreed to the exchange of his washer and it was scheduled for June 29, We apologize that our delivery team was running late on the day of the delivery and any inconvenience this may have caused Mr [redacted] As with any delivery oriented industry, there is always going to be the possibility that an appointment might take longer than expected which may delay a scheduled delivery time frameWe reached out to our Delivery Escalations Team and a follow up was made with Mrs [redacted] She confirmed that the delivery of the washer was completed and successfulWhile we understand that Mr [redacted] was dissatisfied that the delivery of the washer was late, the fact remains that the delivery of the new washer was completed on June 29, Since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a return and refund It is unfortunate that we failed Mr [redacted] expectations when he attempted to have the damaged item returnedWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the order, we have submitted a request to send him a return label via emailMr [redacted] will receive this email shortly and he can return the package immediately for a refundAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since a return label has been sent to Mr [redacted] and a refund will be issued once the item is returned, we 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
May 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the multiple repairs on her washer Upon receiving [redacted] complaint, we have reviewed her service history and can understand why she was frustrated with her experience We would like to note that Ms [redacted] previously filed a Revdex.com complaint under complaint# [redacted] where she posed a similar concern with multiple repairs We told her at that time, and would like to reiterate again, the she has not yet had functional failures which would qualify her for a replacement under its Master Protection Agreement (MPA) Ms [redacted] has had a MPA check on 7/25/which does not constitute as a functional failure She had repair on 8/01/where no parts were replaced and the technician instructed Ms [redacted] on how to properly clean the dispenser regularly This visit would not constitute as a functional failure Repair completed on 12/02/is considered as a functional failure as the wire harness was bad Repair has not been scheduled for 1/19/where several parts are to be replaced and this is also considered a functional failure We apologize that her washer has failed again and is currently awaiting parts for replacement After this repair, that will total functional failures under her MPA While we understand that she is dissatisfied with her washer, the fact remains that she does not qualify for a replacement under the MPA and will need to continue with repair under the terms of her MPA Because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her dryer repair It is unfortunate that we failed Ms [redacted] ’s expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] ’s patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Due to the issues Ms [redacted] was experiencing with [redacted] , an authorized service provider, a Sears technician was scheduled to complete the repair of her dryer On January 31, 2017, the technician found the thermal cut-off needed to be reset Once the reset was completed, the dryer was tested and found to be operating properly While we understand that Ms [redacted] would like her washer and dryer replaced, the Master Protection Agreement (MPA) carried on the units provides for the repair of the covered products A replacement is only offered when certain criteria have been met Neither the washer nor dryer have met the requirements for replacement as outlined within the MPAWith that said, since the repair to Ms [redacted] ’s dryer has been completed, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
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, William ***
December 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Ron N [redacted] Dear [redacted] We have completed the investigation of MrN [redacted] complaint regarding his dissatisfaction that his washer failed too soon and that his washer was not repaired in a timely manner We apologize that MrN [redacted] washer failed to meet his expectations and the problems he encountered when he requested warranty serviceWe understand how frustrating this can be to a consumer, especially when the product is only a few months oldWe reviewed the service history and case notes related to his washerDue to the part delay, on November 17, we contacted MrsN [redacted] and offered her a warranty exchange on the washerMrsN [redacted] made a selection and the replacement washer was delivered on November 24, With that being said, since we have addressed the issue brought forth in MrN [redacted] complaint, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I received the check today Sincerely, [redacted]
July 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] rebuttal, we escalated her concerns to [redacted] Auto Center Manager of store# who states the following: Throughout the entire process of the job being done, Chris, the Assistant Auto Center Manager, did inform Ms [redacted] boyfriend, whom was waiting for the vehicle, of all issues that did arise He was aware of what exactly was being done and time lengths However, due to the customer having to return back to the Auto Center, we can refund 50% of her bill being a total of $ That being said, because we have addressed Ms [redacted] complaint, we have closed our file 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] Regulatory Complaints Specialist [redacted]
September 16, Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his allegation that the dishwasher that he purchased at our outlet store was delivered damaged, and that the store is not assisting We reached out to David [redacted] Store Manager for Outlet Store ***, to assist with Mr [redacted] complaintMr [redacted] confirmed that the dishwasher was not damaged at the time of selectionMr [redacted] contacted our delivery team regarding the damage and they stated that Mrs [redacted] *igned for the delivery and there are no notes regarding any damageAs a good-will gesture, Mr [redacted] contacted Mr [redacted] and offered to exchange the dishwasher or to compensate him for the damageMr [redacted] decided to keep the damaged dishwasher and accepted a $credit insteadOn September 16, Mr [redacted] issued the credit and Mr [redacted] should receive the bank check within – business daysWith that being said, since we have addressed the issue brought forth in Mr [redacted] s complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: Sergio [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ' complaint regarding Sears Garage Solutions Rhonda [redacted] , Sears Garage Solutions, Support Specialist provided the following response: Thea ***, Senior Quality Control Manager, Sears Garage Solutions, provided the following response: It is unfortunate that we failed Mr [redacted] 's expectations when he called Sears Garage Solutions for service on his garage doorWe value Mr [redacted] 's patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns have been forwarded to management of the local office for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleIf Mr [redacted] has any additional concerns he can reach me at [redacted] That said 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam [redacted] @searshc.com
February 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Ms [redacted] complaint regarding a recent purchase Unfortunately, there are times when items are put back into a wrong location if they decide not to keep an itemWe feel that is what happened here since all of the items Ms [redacted] purchased were correctly discounted according to type since each line is discounted in different amounts at timesFor instance, toys, such as the one Ms [redacted] purchased were 30% off and there were signs indicating thisThese signs were pointed out to Ms [redacted] when she was visited, but did not seem to make a difference in her opinion that something untoward had occurredHowever, we are issuing a check for the $in question in the interest of consumer satisfactionThis check should arrive at her home address within 10-business daysIn light of the aforementioned information, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Sears Holdings Corporation Regulatory Complaint Specialist [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I understand completely that sometimes life happens and commitments must be brokenUnfortunately the entire process was one excuse after another and the only time anyone called was the technician at pm to cancelThe mere concept that I would accept a measly $discount after I lost $in wage from having to take half a day off for nada just to reschedule an appointment with a company who has a track record of NOT meeting appointments is maddeningThe odds of me accepting such a trite compensation is about as high as me offering SEARS $to send a representative to my house for an apology and them accepting...so in other words 0% Please close this case as the very next day I called a local company who was able to come out the very same day within a hour windowGuess what...THEY HONORED THIER PROMISE!!Contact me directly if you would like the company's name and number to get some business A technician showed up and diagnosed the issue, ordered the part on the spot and scheduled a install date days later all for $less service charge than SEARS charges TO SEARS I say thank you and buh bye
[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] s complaint regarding Sears Home Services and repairs to his washer We have provided [redacted] with a store credit in the amount he paid for his [redacted] washer in November As a gesture of good faith we provided an additional $We have ordered a [redacted] front load washer, which will be delivered on Wednesday, October 28, Since it is my understanding that [redacted] was satisfied with the actions taken by Sears to resolve his complaint, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]