June 20, [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 non-receipt of a refund for her cancelled 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 sent an email directly to Mrs [redacted] to inform her that we issued separate refunds of $and $199.23, for a total refund of $449.23, to her [redacted] account ending in [redacted] on June 17, Mrs [redacted] may reply to our email if she has any further questions about this issue or her refund 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 requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
March 15, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Christopher [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a Craftsman ratchet According to our records, Mr [redacted] wife spoke with Belen from our home office and $worth of points were added to her Shop Your Way Rewards account on March 8, This amount would cover any replacement fees for the toolAs such, we have closed our fileWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Tammie[redacted] @searshc.com
June 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our previous response Upon receipt of Mr [redacted] follconcerns, we contacted our Accounting department to follon the disposition of the check request They responded on June 22, 2016, that the check (# [redacted] ) was issued on June 9, 2016, and mailed to the address on file - [redacted] *** The two week timeframe for receipt is an approximation, so it may take slightly longer We ask that Mr [redacted] allow a few more days to receive the check If he does not receive it by Monday, June 27, 2016, he is welcome to send an email to [redacted] In the interim, we ask that this matter be closed Again, 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, Stephen S [redacted]
October 12, [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 ring Store Manager [redacted] provided the following response: I spoke with [redacted] who has indicated that she was very dissatisfied with the way this issue has been handled by the personnel at the [redacted] location and that she feels the stone on her ring is defectiveThe [redacted] store manager ( [redacted] was involved in a decision wherein she was offered to exchange the ring or we would provide her with a full refund, but neither of those answers was acceptable to herWhat Ms [redacted] wants is for us to replace the stone in the ring she feels is defective The ring has sentimental value since her husband gave it to her In talking to the jeweler, they stated that there was never any damage to the center stone but that it was an inclusion (carbon) that would have been there when she purchased the ring However, as a courtesy, we authorized for her stone to be replaced under the care plan but that it would count as her one time replacement Ms [redacted] has stated that she feels that the managers in [redacted] were rude and didn't do anything for her and that she had to do all the leg work to get her stone replaced As a result, she feels we should compensate her for her time by giving her a lifetime care plan at no chargeI have explained that the reason she had to make some extra calls was because there was really no damage to the stone and that typically we wouldn't replace it according to the terms of her care plan This offered simply as a customer service gesture and not an obligation; therefore, we will not be providing any further remuneration in regard to this issueThis our final decision on behalf of Sears Holding Corporation as communicated in this response Any further correspondence will simply be returned to our office and the answer will be the sameShould Ms [redacted] have any further questions, 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 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
Revdex.com:Richard M [redacted] from Sears Wolfchase contacted me todayHe was most professional and helpfulWe discussed my issue and he resolved all my concernsMrM [redacted] should be commended for his professionalism and customer relations skillsPlease, show my complaint as resolved and forward this email to Sears.Regards,Michael W [redacted] 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, Mihael W***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service for her Kenmore refrigerator We would like to note that we received Ms [redacted] complaint via the [redacted] office as well which addressed several other issues than the complaint listed with the Revdex.com, all having to do with services for her Kenmore refrigerator We originally received a complaint from Ms [redacted] on September 7, via our executive officeWhen we contacted Ms [redacted] she had informed us that she had been having [redacted] service her Kenmore refrigerator for the last four yearsWe have no records of servicing Ms [redacted] refrigerator before September 12, We informed Ms [redacted] that we did have a service training bulletin regarding model [redacted] with service instructions on the repair for the 1F error code which indicates potential icing issuesMs [redacted] demanded this information; unfortunately, since this is Sears’s proprietary training information we were unable to honor her requestWe did offer to have a senior service technician come out to her home to service her refrigerator per the 1F error code only, at no cost to her for customer satisfaction reasonsWe informed Ms [redacted] verbally and via email that our service technician would only be addressing the 1F error code and if she wished for him to run a full diagnostic on her out of warranty refrigerator she would need to pay for that serviceThis agreement was made with Ms [redacted] on September 7, with service set for September 12, 2016, parts were ordered and the service completed on September 21, When our service technician was at the home he indicated that a sensor was found to be installed incorrectly and was not working, he indicated this was done by a previous service tech not associated with SearsOur service technician moved the sensor to its correct positon with Ms [redacted] permissionOn September 23, Ms [redacted] informed our service unit that she was still having problems with her refrigerator and requested Sears to open a service orderDuring our email conversation it was decided that we would have our senior service tech and a technical manager go back out to Ms [redacted] home to confirm that the service done on September 21, had been done correctly and the continued issues with her refrigerator were not due to the service provided by Sears on September 21, Our service technician and technical manager arrived on October 6, and confirmed that the service done to address the 1F error code for icing issues had been done correctlyMs [redacted] was informed at that time that the sensor that was found to be installed incorrectly on September 21, by a third party service provider was still brokenAn estimate to fix this sensor was given to Ms [redacted] but she refused to sign the estimate agreeing to pay for the part and service therefore the service order was closed as complete at no cost to Ms*** Ms [redacted] then demanded that Sears service her refrigerator at no cost based on our day service guarantee which states: “The limited warranty provides that if within days from the date of your Sears in-home repair your appliance fails to operate for reasons related to the original repair service when used normally in accordance with manufacturer guidelines, we will replace any parts that failed due to defects in the material or workmanship and perform any labor related to the original repair free of chargeExcludes damage caused due to service provided by any party other than SearsThis warranty gives you specific legal rights, and you may have other rights that vary by state.” This request was denied as we had confirmed on October 6, 2016, that the work done on September 21, was done correctly and that the failure of her refrigerator was not related to that serviceWe agree that Ms [redacted] has other underlying issues with her refrigerator and whether these are due to simple failures in her unit or due to actions that were done by previous third party or [redacted] service providers we have no way of knowing There is no CPSC recall on model, [redacted] refrigerator as Ms [redacted] alleges in her Attorney General complaint nor does she have an outstanding bill with Sears as she alleges in her Revdex.com complaintMs [redacted] is out of her one year manufacture warranty and since she confirms that she has had a third party service provider servicing her refrigerator for the last four (4) years Sears is not responsible for these previous services With that being said we feel that despite our best efforts to assist Ms [redacted] we have determined that we are unable to meet her current needs for service of her refrigerator and therefore have requested that Ms [redacted] seek service elsewhereMs [redacted] was informed on October 31, of this information and that all future services appointments on her refrigerator would be cancelled Since we have explained why Sears will no longer service Ms [redacted] refrigerator we have closed this complaint 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]
September 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – DrJustin [redacted] Dear Ms [redacted] , We have completed the investigation of Dr [redacted] complaint regarding his recent online order experience and his request for a refund It is unfortunate that we failed Dr [redacted] expectations as we value his patronage We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that he merchandise was returned and a full refund was processed on September 8, For Dr [redacted] records the refund receipt number is A credit of $was issued back to the American Express account ending in ***Additionally, we hope that in the future Dr [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 full 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 17, [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 recently attempted to have this matter resolved with Sears OnlineWe value Mr [redacted] patronage and can understand his frustration with the series of events noted in his complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that the merchandise has been returned and a full refund of $was issued on February 16, 2017, under return receipt number [redacted] back to the Visa account ending in ***Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [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
July 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding the delay of his Sears Parts Direct Order, and his subsequent request for a refund It is unfortunate that we failed MrP [redacted] expectations when he recently placed an order with Sears Parts Direct We value his patronage and can understand his frustration with the events detailed in his complaint We can assure MrP [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted With that having been said, our records indicate that a refund of $was issued to MrP [redacted] account on July 9, This credit was expected to post, or become visible within his online account records, within business days from the issue dateAt this time, we can only reiterate that we truly regret any inconvenience MrP [redacted] may have experienced We respectfully ask to have this matter closed, since we have noted MrP [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
July 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the generator after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptionsRefunds and exchanges will not be given without a receipt • Some items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.” Ms [redacted] stated that she attempted to return the generator twice, but she did not have her receiptWe would also like to note that the generator is categorized under gas powered lawn equipment and would not have been eligible for a return We reached out to [redacted] Store Manager for Store [redacted] and also reviewed the notes on order related to the generatorMr [redacted] stated Ms [redacted] was away on camping trip and came in one time after the return periodThis was a special order that she purchased online and he had offered to have the generator sent out for warranty service; Ms [redacted] declined and requested a refundOn July 19, Ms [redacted] contacted our online customer service and requested to return the generator and her requested was denied as well As clarification, after the Sears 30-day exchange period has expired, the generator is covered by the manufacturer’s warranty for parts and labor to service the generatorSince Ms [redacted] stated that the generator was not working, then she can dropped off the generator at our store so we can send it off for a warranty repair or she can contact the manufacturer, [redacted] , for assistanceWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal complaint to the previous response provided regarding her refund We have reviewed Ms [redacted] rebuttal, and sent an email correspondence asking her to confirm if she has received the refund checks to dateWe asked that she email me directly at [redacted] before we submit a research request to our accounting officeIf Ms [redacted] still has not received the refund that was mailed out then we will track the checks that were processedWe will await Ms [redacted] response and in the interim, will close this file, pending her response 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 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Lillie [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the window AC failed sooner than expected and her request for a sooner service date Upon receipt of Ms [redacted] complaint, we reached out to Julia [redacted] , Customer Advocate for Unit 8066, to assist with Ms [redacted] concernsMs [redacted] researched the service order and the notes indicate that the unit failed weeks after the initial repairMs [redacted] called in for service on July 14, and was service was scheduled for August 12, Since Ms [redacted] is elderly, an emergency request to provide sooner service was submittedRegrettably, we were not able to provide service within a timely basisConsidering the high temperatures in the area, Ms [redacted] processed the authorization for a replacement unit under the protection agreementWe contacted Ms [redacted] and provided her the authorization information and replacement instructionsWith that being said, since the replacement window AC unit is a resolution that met with Ms [redacted] approval, we have closed our file Again, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***They have given me the run around and won't answer phoneWhen refund is in my hand then this complaint will be be resolvedTen weeks to write a check? come on now!
January 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his oven Upon receiving Mr [redacted] complaint on January 18, 2016, we confirmed with the local service unit that he was scheduled for service on January 20, On the date of service, Mr [redacted] was not present, but his grandmother was there to supervise the service The technician spent nearly an hour putting the oven through the cycles and tested the temperature to make sure it was heating properly He found nothing wrong with the oven At this time the service order has been closed as complete If Mr [redacted] has any further questions or concerns he can call Customer Advocate [redacted] at [redacted] In the interim, since the technician has determined that the oven is working in accordance with the manufacturer’s specifications, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Novlet [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding Sears Home Services and repairs to her television On August 13, 2015, a Sears Home Services electronics technician was dispatched to Ms [redacted] 's home to diagnose and repair her televisionDue to the issue being intermittent problems with the television, it was authorized for replacement per the terms and conditions of the MPA that covers the unitThat said, Ms [redacted] has exchanged her television for 48" Samsung 4K Smart TVSince Ms [redacted] has been provided with her desired resolution, we ask that this complaint be closed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11734285 - Cynthia [redacted] Dear Ms. [redacted] : We have completed our investigation of Ms. [redacted] ’ complaint regarding the Sears Home Warranty she was mistakenly sold while... being covered by a Sears Mater Protection agreement. We have confirmed that the Sears Home warranty was cancelled as requested but we also understand that Ms. [redacted] has not yet received the full refund of those funds. We are currently waiting an update from Cross Country Home Services who is the obligor of the Sears Home Services Home and Appliance Warranty Programs. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted] . 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L. [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 me Sincerely, Brad ***
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, Sharon B [redacted]
November 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Shauna [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request to receive a full refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageAfter reviewing the notes in her order, we can understand her frustration with the series of events noted in her complaintWe regret that this incident occurred with delivery and customer service, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experiencedFortunately, our records with PayPal show that a full refund of $was credited back to the account on November 19, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we have confirmed that 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 20, [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 non-receipt of a refund for her cancelled 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 sent an email directly to Mrs [redacted] to inform her that we issued separate refunds of $and $199.23, for a total refund of $449.23, to her [redacted] account ending in [redacted] on June 17, Mrs [redacted] may reply to our email if she has any further questions about this issue or her refund 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 requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
March 15, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Christopher [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a Craftsman ratchet According to our records, Mr [redacted] wife spoke with Belen from our home office and $worth of points were added to her Shop Your Way Rewards account on March 8, This amount would cover any replacement fees for the toolAs such, we have closed our fileWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Tammie[redacted] @searshc.com
June 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our previous response Upon receipt of Mr [redacted] follconcerns, we contacted our Accounting department to follon the disposition of the check request They responded on June 22, 2016, that the check (# [redacted] ) was issued on June 9, 2016, and mailed to the address on file - [redacted] *** The two week timeframe for receipt is an approximation, so it may take slightly longer We ask that Mr [redacted] allow a few more days to receive the check If he does not receive it by Monday, June 27, 2016, he is welcome to send an email to [redacted] In the interim, we ask that this matter be closed Again, 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, Stephen S [redacted]
October 12, [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 ring Store Manager [redacted] provided the following response: I spoke with [redacted] who has indicated that she was very dissatisfied with the way this issue has been handled by the personnel at the [redacted] location and that she feels the stone on her ring is defectiveThe [redacted] store manager ( [redacted] was involved in a decision wherein she was offered to exchange the ring or we would provide her with a full refund, but neither of those answers was acceptable to herWhat Ms [redacted] wants is for us to replace the stone in the ring she feels is defective The ring has sentimental value since her husband gave it to her In talking to the jeweler, they stated that there was never any damage to the center stone but that it was an inclusion (carbon) that would have been there when she purchased the ring However, as a courtesy, we authorized for her stone to be replaced under the care plan but that it would count as her one time replacement Ms [redacted] has stated that she feels that the managers in [redacted] were rude and didn't do anything for her and that she had to do all the leg work to get her stone replaced As a result, she feels we should compensate her for her time by giving her a lifetime care plan at no chargeI have explained that the reason she had to make some extra calls was because there was really no damage to the stone and that typically we wouldn't replace it according to the terms of her care plan This offered simply as a customer service gesture and not an obligation; therefore, we will not be providing any further remuneration in regard to this issueThis our final decision on behalf of Sears Holding Corporation as communicated in this response Any further correspondence will simply be returned to our office and the answer will be the sameShould Ms [redacted] have any further questions, 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 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
Revdex.com:Richard M [redacted] from Sears Wolfchase contacted me todayHe was most professional and helpfulWe discussed my issue and he resolved all my concernsMrM [redacted] should be commended for his professionalism and customer relations skillsPlease, show my complaint as resolved and forward this email to Sears.Regards,Michael W [redacted] 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, Mihael W***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service for her Kenmore refrigerator We would like to note that we received Ms [redacted] complaint via the [redacted] office as well which addressed several other issues than the complaint listed with the Revdex.com, all having to do with services for her Kenmore refrigerator We originally received a complaint from Ms [redacted] on September 7, via our executive officeWhen we contacted Ms [redacted] she had informed us that she had been having [redacted] service her Kenmore refrigerator for the last four yearsWe have no records of servicing Ms [redacted] refrigerator before September 12, We informed Ms [redacted] that we did have a service training bulletin regarding model [redacted] with service instructions on the repair for the 1F error code which indicates potential icing issuesMs [redacted] demanded this information; unfortunately, since this is Sears’s proprietary training information we were unable to honor her requestWe did offer to have a senior service technician come out to her home to service her refrigerator per the 1F error code only, at no cost to her for customer satisfaction reasonsWe informed Ms [redacted] verbally and via email that our service technician would only be addressing the 1F error code and if she wished for him to run a full diagnostic on her out of warranty refrigerator she would need to pay for that serviceThis agreement was made with Ms [redacted] on September 7, with service set for September 12, 2016, parts were ordered and the service completed on September 21, When our service technician was at the home he indicated that a sensor was found to be installed incorrectly and was not working, he indicated this was done by a previous service tech not associated with SearsOur service technician moved the sensor to its correct positon with Ms [redacted] permissionOn September 23, Ms [redacted] informed our service unit that she was still having problems with her refrigerator and requested Sears to open a service orderDuring our email conversation it was decided that we would have our senior service tech and a technical manager go back out to Ms [redacted] home to confirm that the service done on September 21, had been done correctly and the continued issues with her refrigerator were not due to the service provided by Sears on September 21, Our service technician and technical manager arrived on October 6, and confirmed that the service done to address the 1F error code for icing issues had been done correctlyMs [redacted] was informed at that time that the sensor that was found to be installed incorrectly on September 21, by a third party service provider was still brokenAn estimate to fix this sensor was given to Ms [redacted] but she refused to sign the estimate agreeing to pay for the part and service therefore the service order was closed as complete at no cost to Ms*** Ms [redacted] then demanded that Sears service her refrigerator at no cost based on our day service guarantee which states: “The limited warranty provides that if within days from the date of your Sears in-home repair your appliance fails to operate for reasons related to the original repair service when used normally in accordance with manufacturer guidelines, we will replace any parts that failed due to defects in the material or workmanship and perform any labor related to the original repair free of chargeExcludes damage caused due to service provided by any party other than SearsThis warranty gives you specific legal rights, and you may have other rights that vary by state.” This request was denied as we had confirmed on October 6, 2016, that the work done on September 21, was done correctly and that the failure of her refrigerator was not related to that serviceWe agree that Ms [redacted] has other underlying issues with her refrigerator and whether these are due to simple failures in her unit or due to actions that were done by previous third party or [redacted] service providers we have no way of knowing There is no CPSC recall on model, [redacted] refrigerator as Ms [redacted] alleges in her Attorney General complaint nor does she have an outstanding bill with Sears as she alleges in her Revdex.com complaintMs [redacted] is out of her one year manufacture warranty and since she confirms that she has had a third party service provider servicing her refrigerator for the last four (4) years Sears is not responsible for these previous services With that being said we feel that despite our best efforts to assist Ms [redacted] we have determined that we are unable to meet her current needs for service of her refrigerator and therefore have requested that Ms [redacted] seek service elsewhereMs [redacted] was informed on October 31, of this information and that all future services appointments on her refrigerator would be cancelled Since we have explained why Sears will no longer service Ms [redacted] refrigerator we have closed this complaint 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]
September 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – DrJustin [redacted] Dear Ms [redacted] , We have completed the investigation of Dr [redacted] complaint regarding his recent online order experience and his request for a refund It is unfortunate that we failed Dr [redacted] expectations as we value his patronage We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that he merchandise was returned and a full refund was processed on September 8, For Dr [redacted] records the refund receipt number is A credit of $was issued back to the American Express account ending in ***Additionally, we hope that in the future Dr [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 full 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 17, [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 recently attempted to have this matter resolved with Sears OnlineWe value Mr [redacted] patronage and can understand his frustration with the series of events noted in his complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that the merchandise has been returned and a full refund of $was issued on February 16, 2017, under return receipt number [redacted] back to the Visa account ending in ***Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [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
July 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding the delay of his Sears Parts Direct Order, and his subsequent request for a refund It is unfortunate that we failed MrP [redacted] expectations when he recently placed an order with Sears Parts Direct We value his patronage and can understand his frustration with the events detailed in his complaint We can assure MrP [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted With that having been said, our records indicate that a refund of $was issued to MrP [redacted] account on July 9, This credit was expected to post, or become visible within his online account records, within business days from the issue dateAt this time, we can only reiterate that we truly regret any inconvenience MrP [redacted] may have experienced We respectfully ask to have this matter closed, since we have noted MrP [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
July 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the generator after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptionsRefunds and exchanges will not be given without a receipt • Some items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.” Ms [redacted] stated that she attempted to return the generator twice, but she did not have her receiptWe would also like to note that the generator is categorized under gas powered lawn equipment and would not have been eligible for a return We reached out to [redacted] Store Manager for Store [redacted] and also reviewed the notes on order related to the generatorMr [redacted] stated Ms [redacted] was away on camping trip and came in one time after the return periodThis was a special order that she purchased online and he had offered to have the generator sent out for warranty service; Ms [redacted] declined and requested a refundOn July 19, Ms [redacted] contacted our online customer service and requested to return the generator and her requested was denied as well As clarification, after the Sears 30-day exchange period has expired, the generator is covered by the manufacturer’s warranty for parts and labor to service the generatorSince Ms [redacted] stated that the generator was not working, then she can dropped off the generator at our store so we can send it off for a warranty repair or she can contact the manufacturer, [redacted] , for assistanceWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal complaint to the previous response provided regarding her refund We have reviewed Ms [redacted] rebuttal, and sent an email correspondence asking her to confirm if she has received the refund checks to dateWe asked that she email me directly at [redacted] before we submit a research request to our accounting officeIf Ms [redacted] still has not received the refund that was mailed out then we will track the checks that were processedWe will await Ms [redacted] response and in the interim, will close this file, pending her response 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 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Lillie [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the window AC failed sooner than expected and her request for a sooner service date Upon receipt of Ms [redacted] complaint, we reached out to Julia [redacted] , Customer Advocate for Unit 8066, to assist with Ms [redacted] concernsMs [redacted] researched the service order and the notes indicate that the unit failed weeks after the initial repairMs [redacted] called in for service on July 14, and was service was scheduled for August 12, Since Ms [redacted] is elderly, an emergency request to provide sooner service was submittedRegrettably, we were not able to provide service within a timely basisConsidering the high temperatures in the area, Ms [redacted] processed the authorization for a replacement unit under the protection agreementWe contacted Ms [redacted] and provided her the authorization information and replacement instructionsWith that being said, since the replacement window AC unit is a resolution that met with Ms [redacted] approval, we have closed our file Again, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***They have given me the run around and won't answer phoneWhen refund is in my hand then this complaint will be be resolvedTen weeks to write a check? come on now!
January 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his oven Upon receiving Mr [redacted] complaint on January 18, 2016, we confirmed with the local service unit that he was scheduled for service on January 20, On the date of service, Mr [redacted] was not present, but his grandmother was there to supervise the service The technician spent nearly an hour putting the oven through the cycles and tested the temperature to make sure it was heating properly He found nothing wrong with the oven At this time the service order has been closed as complete If Mr [redacted] has any further questions or concerns he can call Customer Advocate [redacted] at [redacted] In the interim, since the technician has determined that the oven is working in accordance with the manufacturer’s specifications, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Novlet [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding Sears Home Services and repairs to her television On August 13, 2015, a Sears Home Services electronics technician was dispatched to Ms [redacted] 's home to diagnose and repair her televisionDue to the issue being intermittent problems with the television, it was authorized for replacement per the terms and conditions of the MPA that covers the unitThat said, Ms [redacted] has exchanged her television for 48" Samsung 4K Smart TVSince Ms [redacted] has been provided with her desired resolution, we ask that this complaint be closed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11734285 - Cynthia [redacted] Dear Ms. [redacted] : We have completed our investigation of Ms. [redacted] ’ complaint regarding the Sears Home Warranty she was mistakenly sold while... being covered by a Sears Mater Protection agreement. We have confirmed that the Sears Home warranty was cancelled as requested but we also understand that Ms. [redacted] has not yet received the full refund of those funds. We are currently waiting an update from Cross Country Home Services who is the obligor of the Sears Home Services Home and Appliance Warranty Programs. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted] . 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L. [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 me Sincerely, Brad ***
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, Sharon B [redacted]
November 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Shauna [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request to receive a full refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageAfter reviewing the notes in her order, we can understand her frustration with the series of events noted in her complaintWe regret that this incident occurred with delivery and customer service, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experiencedFortunately, our records with PayPal show that a full refund of $was credited back to the account on November 19, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we have confirmed that 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation