Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Gabriel [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding Sears Home Services and repairs to his window a/c Sears has authorized the replacement of Mr [redacted] 's window a/cAll Mr [redacted] needs to do is go to his local Sears and advise their sales associate that their window a/c has been approved to be replacedThe sales associate will process the exchange and schedule the delivery of the new unit, unless Mr [redacted] brings his old unit to the store and brings his new unit home with himAt this time, since we have authorized the replacement of Mr [redacted] 's window a/c, 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 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Michael J [redacted] P [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding his recent service experience and his request for repair under his Master Protection Agreement It is unfortunate that we failed MrP [redacted] expectations and we can understand his frustration with the series of events noted in his complaintWe regret that this incident occurred, and we 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 service history, a replacement was authorized for up to $to be used towards a new dishwasher at SearsAdditionally, basic installation is covered as well as the uninstallation of the old unit with haul away of the old unitFinally, our records show that the replacement was processed on January 29, In the interim, since a replacement 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, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Cathy NB*** Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding the pricing of a recent store purchase It was our understanding that MsB [redacted] was contacted by one of the assistant managers from her local store and a $gift card was offered, which she acceptedAs such, we have closed our file We apologize to MsB [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 S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
May 25, [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 rings First, we want to note that our jewelry is tested randomly to ensure accuracyAs such, we do not have any reason to believe the ring is other than what was advertisedMoreover, there are several methods used for testing the quality and some are not as reliable as othersWe do not know the method the jewelers used to test the ring, but it is possible the jewelers did not test it via a reliable methodWe also want to point out that 10KT gold is made up of several alloys, and one of those can be silverPerhaps this is what was detectedLastly, our return policy for jewelry is very clear; the consumer has days to return the item for a refund or exchange if dissatisfied and for fine jewelry, the tag must be attached Furthermore, if this was purchased while the store was undergoing liquidation, the receipts and store signage would have indicated that all sales were finalWe cannot comment any further until we are able to verify the item numbers involved, which would be noted on the receiptUnfortunately, if this was purchased at a Kmart location, we will not be able to find the receipt using the method of payment to search and we apologize for any misunderstanding on that accountIf MsKosk can provide a copy of her receipt, she will need to email it to the address noted belowOtherwise, we will not be able to assist further and we have closed our fileWe apologize to MsKosk 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]
As of today 08/02/7:pm, I have only received gift card with balance of $43.02, I have not received a check of $yet.So Sears still owe $756.98, can someone please check how many more days will it take to receive a check?Thanks*** Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
July 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of MrP [redacted] complaint regarding his refrigerator repair It is regrettable that we failed MrP [redacted] ’ expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value MrP [redacted] ’ patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure MrP [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to MrP [redacted] for any inconvenience we may have caused him Upon receiving MrP [redacted] ’ complaint, we contacted the local service unit for assistance Stephanie G [redacted] with unit [redacted] responded that a refund request for $was submitted on July 10, 2017, which is what MrP [redacted] paid for the repair minus the $trip charge MrP [redacted] should receive a check in the next two weeks Additionally, our records show that a $gift card was processed on June 30, 2017, by the service unit With that said, since we have documented MrP [redacted] ’ concerns with the repair process and processed the aforementioned refund, we ask that this matter be closed Again, we apologize to MrP [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Chakita [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay she encountered in receiving benefits under her Kmart Smart Plan on her TV We would clarify that the terms and conditions of the Smart Plan were outlined on the document Ms [redacted] would have been provided with when she bought the planThere are some instances that require a repair and might involve dropping it off or mailing it in, and others where a credit is provided once a cut cord is sent backIn Ms [redacted] case, the plan required a repairHowever, once we replaced the pcb board it was determined to need a new LED panelSince the cost of this exceeded the value of the item, it was then considered uneconomical to repairIt is our understanding that authorization was then given so that Ms [redacted] could receive a gift card or a credit voucher to purchase a new TVSince this should have resolved her issue, we have closed our file We apologize to Ms [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
August 29, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that we have completed our investigation in regards to the above-referenced fileWe also wish to take this opportunity to notify you that the issue has been settledWe appreciate the customer’s cooperation in resolving this matter At this time, I have completed my investigation and I am now closing my fileIf you have any additional questions or concerns, please contact me directly at [redacted] or via email at Amanda.R [redacted] On behalf of SHIP, please know that we value MsB [redacted] as a customer and appreciate her patronage Sincerely, Amanda R [redacted] SHIP/HI Regulatory Complaint Specialist cc: Linda B [redacted] via 1st Class US Postage
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Jill [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the service on her vacuum cleaner After reviewing the service history our cardepartment has moved forward with a replacement for Ms [redacted] She has been authorized with a replacement amount of $She has been provided with the necessary information to select a new vacuum cleanerAt this time, since it was our understanding that this resolution met with Ms [redacted] approval, we have closed our file 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, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meMr [redacted] has indeed e-mailed me requesting receipts for the window A/C units which my tenants have had to purchase and I am attempting to get those receipts together.It is my hope that, in the future, Sears will take better care of their clients equipment when they are serviced so that problems like this won't arise again Sincerely, [redacted] ***
August 31, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] - Alexis W [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding the charges related to her recent service appointment As clarification, when a customer calls Sears for service, the customer service representatives advise the caller, in advance, as to what the minimum charge would be if there is no warranty coverage, for the technician to come to their homeAdditionally, the customer is advised that once a diagnosis is complete, the technician will estimate the total cost of repair, which incorporates the minimum charge, and additional parts and labor If the customer decides not to have the repair completed, they will have to pay the only the minimum chargeWe would like to point out that we do not charge by an hourly rate The charges for our services are based on job codes and not hourly rates, which is common in the repair industry These job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer’s home, and other incidentals For consistency sake, all of our consumers are charged the same rate for comparable jobs If we were to make an exception to this policy every time a consumer does not agree with our pricing, it would have far-reaching legal ramifications We would have customers dictating to us what they felt were acceptable charges after we had already completed their repairOur technician did point out what was wrong with the unit, made and adjustment and provided them with the cleaner to use on the unitThe at hand also seems to be that our technician should have given Ms [redacted] an estimate before anything was done, giving her the change to decline or accept the additional charge beyond the diagnosis feeWe apologize and want Ms [redacted] to know that we are addressing that locallyIn this case, in the interest of consumer satisfaction, we have issued refunds for all but the $diagnosis fee, which is non-refundableAs such, we find that Ms [redacted] is responsible for the charges that she agreed to pay and we are unable to honor her request to receive a full refund We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, Tammie [redacted] Regulatory Complaint Specialist (***) ***-7993Tammie[redacted] @searshc.comTell us why here
(The consumer indicated he/she DID NOT accept the response from the business.) I did accept a replacement mower but only after I was denied a refundI am still very displeased with Sears Customer Service and the Craftsman productMr [redacted] has been the only person that I have spoken with that was helpful in any wayI will never purchase anything from Sears again
November 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her lease Store Manager [redacted] provided the following response: We have arranged for the range hood to be picked and a new lease was setup for the correct item Ms [redacted] wantedShould she have any other questions or concerns, I ( [redacted] may be reached during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding a recent purchase We have spoken with the supplier of the Jerseys in questionTheir merchandise is 100% authentic; therefore, we are unsure as to why [redacted] would have taken the actions Mr [redacted] noted We are willing to provide Mr [redacted] with a refund for the amount he paid for the jerseys as a courtesy, but we do not find his request to receive a refund for something he did not pay, their full retail value, to be reasonable and it will not be grantedShould Mr [redacted] wish to receive his refund, he will need to return his merchandise to the store firstHe may contact Store Manager [redacted] during business hours a [redacted] 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 [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/06/02) */ June 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her customer experience upon delivery of her appliance It is unfortunate that we failed Ms [redacted] expectations when we were not able to complete the install of her purchased dryerWe value Ms [redacted] patronage and 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 Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted After reviewing Ms [redacted] complaint and our records, we were able to determine that a credit in the amount of $was issued due to having the 1/" gas valve being returned to the store on [redacted] For any inconvenience this may have caused, we issued a $gc to Ms [redacted] We ask Ms [redacted] to allow 7-business days to arrive via USPSAt this time, since we were able to confirm that Ms [redacted] was credited the returned part and courtesy compensation was provided, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although the company response had the last name misspelled, the wrong name in one instance (obviously a form letter) and they did not know the difference between a gas line and a gas valve, we will accept the company offer for settlement to get this done and overHowever, as of today, the return of $has not taken placeIf they fail to live up to their promise I will re-open the complaint Final Business Response / [redacted] (4000, 20, 2015/07/17) */ July 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the rebuttal of Ms [redacted] 's to the response we previously sent After reviewing her response, we contacted customer service and were informed that the $gift was mailed out on June Furthermore, we also confirmed that the gift card was not returned nor cashed outAt this time, we canceled the original gift card a re-issued a new cardAt this time, we ask Ms [redacted] to allow 7-business days to arrive via USPSSine we re-issued the promised gift card, we respectfully request this case remain closed 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 [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 29, 2015/07/28) */
October 4, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Brian W [redacted] Dear [redacted] We have completed the investigation of MrW [redacted] complaint regarding the recent purchase of a fridge.After reviewing Mr W [redacted] complaint and our records, we contacted our delivery department to investigate his complaintWe were able to determine that on September 12, MrW [redacted] spoke to a supervisor in the delivery department to report that the ice maker in his fridge was damagedSince it was the ice maker that had a crack, customer service offered MrW [redacted] a replacement for the damaged part or 70,points in SYWR pointsMrW [redacted] decided to accept the point and purchase the icemaker himselfBased off the fact that MrW [redacted] accepted the concession that was offered, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
June 23, [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 his request for a refund of the restocking fee It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in his order we show that Sears Online advised him to return to the store with his receipt to receive the refundHowever, he was out of town at the timeTherefore, we have issued a refund of $back to his [redacted] account ending in [redacted] For Mr [redacted] records the return sales receipt number is [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr [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
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr [redacted] complaint regarding service on his tractor We apologize for the delay in responding to this complaintWe are currently waiting the service report for Ms [redacted] tractorOnce we have received the service report we will provide a full report of Mr [redacted] complaint and any offered concessions or resolutions if warranted We apologize again 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]
June 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her sears.com order It is unfortunate that we failed Mrs [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we confirmed that Mrs [redacted] was refunded for her first order and received an additional discount of $on her second order Our records show that the freezer was picked up by Mrs [redacted] or a party she appointed, on June 15, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mrs [redacted] comments and the 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, [redacted] Regulatory Complaint Specialist [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Gabriel [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding Sears Home Services and repairs to his window a/c Sears has authorized the replacement of Mr [redacted] 's window a/cAll Mr [redacted] needs to do is go to his local Sears and advise their sales associate that their window a/c has been approved to be replacedThe sales associate will process the exchange and schedule the delivery of the new unit, unless Mr [redacted] brings his old unit to the store and brings his new unit home with himAt this time, since we have authorized the replacement of Mr [redacted] 's window a/c, 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 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Michael J [redacted] P [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding his recent service experience and his request for repair under his Master Protection Agreement It is unfortunate that we failed MrP [redacted] expectations and we can understand his frustration with the series of events noted in his complaintWe regret that this incident occurred, and we 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 service history, a replacement was authorized for up to $to be used towards a new dishwasher at SearsAdditionally, basic installation is covered as well as the uninstallation of the old unit with haul away of the old unitFinally, our records show that the replacement was processed on January 29, In the interim, since a replacement 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, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: Sincerely, Lula J***
December 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Cathy NB*** Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding the pricing of a recent store purchase It was our understanding that MsB [redacted] was contacted by one of the assistant managers from her local store and a $gift card was offered, which she acceptedAs such, we have closed our file We apologize to MsB [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 S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
May 25, [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 rings First, we want to note that our jewelry is tested randomly to ensure accuracyAs such, we do not have any reason to believe the ring is other than what was advertisedMoreover, there are several methods used for testing the quality and some are not as reliable as othersWe do not know the method the jewelers used to test the ring, but it is possible the jewelers did not test it via a reliable methodWe also want to point out that 10KT gold is made up of several alloys, and one of those can be silverPerhaps this is what was detectedLastly, our return policy for jewelry is very clear; the consumer has days to return the item for a refund or exchange if dissatisfied and for fine jewelry, the tag must be attached Furthermore, if this was purchased while the store was undergoing liquidation, the receipts and store signage would have indicated that all sales were finalWe cannot comment any further until we are able to verify the item numbers involved, which would be noted on the receiptUnfortunately, if this was purchased at a Kmart location, we will not be able to find the receipt using the method of payment to search and we apologize for any misunderstanding on that accountIf MsKosk can provide a copy of her receipt, she will need to email it to the address noted belowOtherwise, we will not be able to assist further and we have closed our fileWe apologize to MsKosk 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]
As of today 08/02/7:pm, I have only received gift card with balance of $43.02, I have not received a check of $yet.So Sears still owe $756.98, can someone please check how many more days will it take to receive a check?Thanks*** Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
July 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of MrP [redacted] complaint regarding his refrigerator repair It is regrettable that we failed MrP [redacted] ’ expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value MrP [redacted] ’ patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure MrP [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to MrP [redacted] for any inconvenience we may have caused him Upon receiving MrP [redacted] ’ complaint, we contacted the local service unit for assistance Stephanie G [redacted] with unit [redacted] responded that a refund request for $was submitted on July 10, 2017, which is what MrP [redacted] paid for the repair minus the $trip charge MrP [redacted] should receive a check in the next two weeks Additionally, our records show that a $gift card was processed on June 30, 2017, by the service unit With that said, since we have documented MrP [redacted] ’ concerns with the repair process and processed the aforementioned refund, we ask that this matter be closed Again, we apologize to MrP [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Chakita [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay she encountered in receiving benefits under her Kmart Smart Plan on her TV We would clarify that the terms and conditions of the Smart Plan were outlined on the document Ms [redacted] would have been provided with when she bought the planThere are some instances that require a repair and might involve dropping it off or mailing it in, and others where a credit is provided once a cut cord is sent backIn Ms [redacted] case, the plan required a repairHowever, once we replaced the pcb board it was determined to need a new LED panelSince the cost of this exceeded the value of the item, it was then considered uneconomical to repairIt is our understanding that authorization was then given so that Ms [redacted] could receive a gift card or a credit voucher to purchase a new TVSince this should have resolved her issue, we have closed our file We apologize to Ms [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
August 29, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that we have completed our investigation in regards to the above-referenced fileWe also wish to take this opportunity to notify you that the issue has been settledWe appreciate the customer’s cooperation in resolving this matter At this time, I have completed my investigation and I am now closing my fileIf you have any additional questions or concerns, please contact me directly at [redacted] or via email at Amanda.R [redacted] On behalf of SHIP, please know that we value MsB [redacted] as a customer and appreciate her patronage Sincerely, Amanda R [redacted] SHIP/HI Regulatory Complaint Specialist cc: Linda B [redacted] via 1st Class US Postage
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Jill [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the service on her vacuum cleaner After reviewing the service history our cardepartment has moved forward with a replacement for Ms [redacted] She has been authorized with a replacement amount of $She has been provided with the necessary information to select a new vacuum cleanerAt this time, since it was our understanding that this resolution met with Ms [redacted] approval, we have closed our file 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, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meMr [redacted] has indeed e-mailed me requesting receipts for the window A/C units which my tenants have had to purchase and I am attempting to get those receipts together.It is my hope that, in the future, Sears will take better care of their clients equipment when they are serviced so that problems like this won't arise again Sincerely, [redacted] ***
August 31, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] - Alexis W [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding the charges related to her recent service appointment As clarification, when a customer calls Sears for service, the customer service representatives advise the caller, in advance, as to what the minimum charge would be if there is no warranty coverage, for the technician to come to their homeAdditionally, the customer is advised that once a diagnosis is complete, the technician will estimate the total cost of repair, which incorporates the minimum charge, and additional parts and labor If the customer decides not to have the repair completed, they will have to pay the only the minimum chargeWe would like to point out that we do not charge by an hourly rate The charges for our services are based on job codes and not hourly rates, which is common in the repair industry These job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer’s home, and other incidentals For consistency sake, all of our consumers are charged the same rate for comparable jobs If we were to make an exception to this policy every time a consumer does not agree with our pricing, it would have far-reaching legal ramifications We would have customers dictating to us what they felt were acceptable charges after we had already completed their repairOur technician did point out what was wrong with the unit, made and adjustment and provided them with the cleaner to use on the unitThe at hand also seems to be that our technician should have given Ms [redacted] an estimate before anything was done, giving her the change to decline or accept the additional charge beyond the diagnosis feeWe apologize and want Ms [redacted] to know that we are addressing that locallyIn this case, in the interest of consumer satisfaction, we have issued refunds for all but the $diagnosis fee, which is non-refundableAs such, we find that Ms [redacted] is responsible for the charges that she agreed to pay and we are unable to honor her request to receive a full refund We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, Tammie [redacted] Regulatory Complaint Specialist (***) ***-7993Tammie[redacted] @searshc.comTell us why here
(The consumer indicated he/she DID NOT accept the response from the business.) I did accept a replacement mower but only after I was denied a refundI am still very displeased with Sears Customer Service and the Craftsman productMr [redacted] has been the only person that I have spoken with that was helpful in any wayI will never purchase anything from Sears again
November 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her lease Store Manager [redacted] provided the following response: We have arranged for the range hood to be picked and a new lease was setup for the correct item Ms [redacted] wantedShould she have any other questions or concerns, I ( [redacted] may be reached during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding a recent purchase We have spoken with the supplier of the Jerseys in questionTheir merchandise is 100% authentic; therefore, we are unsure as to why [redacted] would have taken the actions Mr [redacted] noted We are willing to provide Mr [redacted] with a refund for the amount he paid for the jerseys as a courtesy, but we do not find his request to receive a refund for something he did not pay, their full retail value, to be reasonable and it will not be grantedShould Mr [redacted] wish to receive his refund, he will need to return his merchandise to the store firstHe may contact Store Manager [redacted] during business hours a [redacted] 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 [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/06/02) */ June 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her customer experience upon delivery of her appliance It is unfortunate that we failed Ms [redacted] expectations when we were not able to complete the install of her purchased dryerWe value Ms [redacted] patronage and 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 Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted After reviewing Ms [redacted] complaint and our records, we were able to determine that a credit in the amount of $was issued due to having the 1/" gas valve being returned to the store on [redacted] For any inconvenience this may have caused, we issued a $gc to Ms [redacted] We ask Ms [redacted] to allow 7-business days to arrive via USPSAt this time, since we were able to confirm that Ms [redacted] was credited the returned part and courtesy compensation was provided, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although the company response had the last name misspelled, the wrong name in one instance (obviously a form letter) and they did not know the difference between a gas line and a gas valve, we will accept the company offer for settlement to get this done and overHowever, as of today, the return of $has not taken placeIf they fail to live up to their promise I will re-open the complaint Final Business Response / [redacted] (4000, 20, 2015/07/17) */ July 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the rebuttal of Ms [redacted] 's to the response we previously sent After reviewing her response, we contacted customer service and were informed that the $gift was mailed out on June Furthermore, we also confirmed that the gift card was not returned nor cashed outAt this time, we canceled the original gift card a re-issued a new cardAt this time, we ask Ms [redacted] to allow 7-business days to arrive via USPSSine we re-issued the promised gift card, we respectfully request this case remain closed 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 [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 29, 2015/07/28) */
October 4, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Brian W [redacted] Dear [redacted] We have completed the investigation of MrW [redacted] complaint regarding the recent purchase of a fridge.After reviewing Mr W [redacted] complaint and our records, we contacted our delivery department to investigate his complaintWe were able to determine that on September 12, MrW [redacted] spoke to a supervisor in the delivery department to report that the ice maker in his fridge was damagedSince it was the ice maker that had a crack, customer service offered MrW [redacted] a replacement for the damaged part or 70,points in SYWR pointsMrW [redacted] decided to accept the point and purchase the icemaker himselfBased off the fact that MrW [redacted] accepted the concession that was offered, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
June 23, [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 his request for a refund of the restocking fee It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in his order we show that Sears Online advised him to return to the store with his receipt to receive the refundHowever, he was out of town at the timeTherefore, we have issued a refund of $back to his [redacted] account ending in [redacted] For Mr [redacted] records the return sales receipt number is [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr [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
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr [redacted] complaint regarding service on his tractor We apologize for the delay in responding to this complaintWe are currently waiting the service report for Ms [redacted] tractorOnce we have received the service report we will provide a full report of Mr [redacted] complaint and any offered concessions or resolutions if warranted We apologize again 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]
June 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her sears.com order It is unfortunate that we failed Mrs [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we confirmed that Mrs [redacted] was refunded for her first order and received an additional discount of $on her second order Our records show that the freezer was picked up by Mrs [redacted] or a party she appointed, on June 15, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mrs [redacted] comments and the 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, [redacted] Regulatory Complaint Specialist [redacted] ***