February 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Beverly C [redacted] Dear Ms [redacted] We have completed the investigation of MsC [redacted] complaint regarding her dissatisfaction that in-home service is not available for her snow blower; and the charges she incurred for transporting the unit for the warranty repair Firstly we would like to apologize for the inconvenience and disappointment that MsC [redacted] may have experiencedWe researched and discovered that the snow blower that MsC [redacted] purchased is considered a shop item repair and does not qualify for an in-home service visitAs clarification, a shop item must be taken to an authorized service center for warranty serviceSears does sell service agreements that, for an additional fee, provide in-home service visits for shop items; MsC [redacted] did not purchase a service agreement According to our records, the snow blower repair has been completed and returned to MsC [redacted] We contacted MsC [redacted] and she confirmed that she had to pay about $for the piand return of the snow blowerWe requested that she provided us with a copy of the delivery receipt and, as a one-time courtesy, we would reimburse her $She accepted the offer and agreed to provide the copy of the receiptIn the interim, since we have addressed the issue brought forth in MsC [redacted] complaint, we have closed our file pending her response We apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
October 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Kimberly C [redacted] Dear [redacted] We have completed the investigation of MsC [redacted] complaint regarding the problem she encountered when she requested to warranty exchange the battery charger of her weed wacker As clarification, the Craftsman warranty for the weed wacker model that MsC [redacted] listed on her complaint has a year warranty on the unit itself and a year warranty on the batteryThe warranty information listed in the owner’s manual states, “with proof of sale, a defective product will be replaced free of chargeFor warranty coverage details to obtain free replacement, visit webpage www.craftsman.com/warranty.” For this type of tool, the website instructs a consumer to return a defective product with proof of sale to the retailer from which it was purchasedIn MsC [redacted] case, the battery charger to her weed wacker failed after our return period, and the unit is covered by the manufacturer’s warrantyWe apologize if MsC [redacted] was not informed, when she called Craftsman customer service for assistance, to return the unit along with the receipt to the store for an exchange We contacted MsC [redacted] and she confirmed that the issue has been resolvedShe stated that she contacted one of the store managers and was assistedMsC [redacted] stated her dissatisfaction that it took too many phone calls to take care of a warranty itemWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MsC [redacted] expectationsWith that being said, since we have addressed the issue brought forth in MsC [redacted] complaint, we have closed our file We apologize to MsC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sean C [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his washer repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon researching Mr [redacted] ’s concerns, we found that he was authorized for a replacement on October 3, While he was originally authorized $towards a new washer from Sears, my office increased the amount to $1, Additionally, we have processed a $check to assist Mr [redacted] with any out-of-pocket laundry expenses he may have occurred during the attempted repair of his washer He can expect to receive the check in the next to days Additionally, my office will monitor the delivery of Mr [redacted] ’s new washer to ensure that the remaining MPA coverage transfers to the new unitWith that said, since an equitable resolution is being provided for Mr [redacted] , we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Gerald P***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: George A [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a refund from www.sears.comMr [redacted] ’s refund has been processed and he should see a credit in the amount of $post to his Visa ending in The sales check number referencing the credit is [redacted] Typically a credit to a credit card will post to the account within 3-business daysIf the credit does not post to the account within the aforementioned timeframe I ask that Mr [redacted] contact me personally at 512/248-or via email at Adam[redacted] @searshc.comAt this time since we have noted the processing of Mr [redacted] ’s refund, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 10, 2015/05/21) */ [redacted] We have completed the investigation of [redacted] complaint regarding the inability to purchase an extra blade for a Craftsman electric mower I had the opportunity to speak with [redacted] this morning regarding his complaint, unfortunately when he spoke he had already returned the mower as he was unable to purchase an additional bladedI have emailed our lawn and garden buyer to advise of the issueI will provide [redacted] an update once I find out why he was unable to identify a blade for the mowerI do apologize to [redacted] for the inconvenience he encounteredThat said, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
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, Holly [redacted]
Tell us why here...June 5, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Via: Revdex.com Website Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe made repairs to Mr [redacted] home on 05/18/and when I spoke to MrIreland on 05/22/17, he said he is satisfied with the repairs At this time we respectfully request you close your fileOn behalf of SHIP, please know we value MrIreland as a customer and apologize for any inconveniences he may have experiencedIf you have any questions or concerns, please contact me at [redacted] * [redacted] or via email at J [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] /Via: 1st Class US Postage
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, Bernard [redacted]
July 8, [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 dissatisfaction that he was charged a restocking fee for the return of his refrigerator Upon receipt of Mr [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with Mr [redacted] concernMr [redacted] investigated and discovered that Mr [redacted] contacted our delivery customer service on May 28, and requested to return the refrigerator because he was dissatisfied with the finishThe associate offered Mr [redacted] a $refund to keep the refrigerator in an attempt to save the saleMr [redacted] declined the offerThe associate then offered to exchange with another model and would apply the $discount towards the purchaseMr [redacted] accepted the offer and selected a [redacted] model instead of the KenmoreWhen Mr [redacted] was provided the expected delivery date, he changed his mind and decided to continue with the returnSince there was nothing wrong with the delivered refrigerator, and there was no mention of any such issues relayed to delivery customer service, Mr [redacted] was charged a 15% restocking fee as listed on his receiptAs clarification, the copy of the receipt that Mr [redacted] was provided states “The following items may be subject to a cancellation/ restocking fee if returned: item [redacted] On June 30, Mr [redacted] contacted our Customer Solutions team regarding the same issue and was offered $worth of Shop Your Reward PointsMr [redacted] accepted the offer and the points were applied to his accountWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated his concerns to [redacted] ***, Auto Center Manager of unit# [redacted] who states the following: On 07/15/our auto center sold him a set of [redacted] tires for his current vehicle and over the course of the next months, we rebalanced his tires times due to a complaint of vibration In December of we contacted [redacted] to attempt to warranty adjust the tires due to a persistent ride complaint At that time [redacted] offered 25% goodwill adjustment due to the tires being unevenly worn Mr [redacted] was not pleased with that offer and promptly contacted the Revdex.com to file a complaint against Sears Auto Center (Revdex.com Complaint [redacted] ) and requested a new set of tires at no charge We offered a 56% adjustment on his tires, which he accepted On 12/22/we installed a new set of tires on his vehicle and have since rebalanced them more times We have attempted to explain to him that if the vibration was still present with a different set of tires, there is a very reasonable possibility that the vehicle's suspension could be playing a part in his ride disturbance I have contacted [redacted] today, March 23, and we have come to an agreement that he will have his tires replaced elsewhere, return the tires he most recently purchased from us and I will refund him $and at that time we will no longer be responsible for resolving any ride disturbance issues with his vehicleThat being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
July 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the charges he was assessed for a repair even though the main part was never installed and the service was never finished After reviewing Mr [redacted] service history we can clearly see that the technician uninstalled the ordered board and intended to order another oneFrom his notes it is apparent that he could not figure out how to order the part again and thought that the needed to close the order out so that he could place it againUnfortunately, this then closed out the charges that were previously collected and the technician did not fill out the required CWO form to ensure that Mr [redacted] was refundedAdditionally, a technician does not have the ability to open a service order and has to call to have one createdSo once the order was closed the technician must have realized he did not have any way to open a new one and order the partRegrettably, it does not look as if the technician got his manager involved to help resolve the issue and that is why the repair was never completed; we have sent feedback to the technician’s manager With that said, we are in agreement that Mr [redacted] should be refunded in full as no real service was providedWe are willing to issue a refund back to his [redacted] in the amount of $244.16, but in order to do this, we need Mr [redacted] to provide the other digits of his digit account number ending in ***He can contact me via email at [redacted] or via phone at [redacted] and once we have received those numbers we will process the refundIn the interim, since we are willing to provide Mr [redacted] with his requested resolution and are just awaiting his response, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] S ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding a car battery purchased from the Sears Auto Center in La JollaPrior to filing her complaint with the Revdex.com, Ms [redacted] filed a complaint with our Customer Solutions team on August 10, Notes from then case indicate that the vehicle sits for long periods of time, which cause the battery to drainIn order to properly test the battery, we will need the battery installed in the vehicle brought to the Auto Center so it and the charging system can be properly testedIf the battery is found to be defective, Sears Auto Center will take the appropriate actionThat said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
November 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Shawn [redacted] Dear Mrs [redacted] : We have completed our investigation of Mr [redacted] complaint regarding his dishwasher We apologize that Mr [redacted] dishwasher failed to meet his expectations The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionMr [redacted] purchased his dishwasher on July 09, 2015, carrying a one year manufacturer’s warrantyIn Mr [redacted] case, he declined to purchase an extended warranty, so any necessary repair costs would be his responsibility since his manufacturer’s warranty has expired Mr [redacted] indicated that he had no faith in his dishwasher due to material that he had been reading online from other consumers that were dissatisfied with their dishwasherWe would ask him to bear in mind that out of thousands of a product sold, it is that there should be a small percentage of problemsThe internet enables a consumer to voice their opinion, but it can sometimes give them a skewed perspective as to the percentage of the general population that is experiencing the same problemFurthermore, there are no recalls or defects related to the issue Mr [redacted] mentions on file with the manufacturer for his model Despite the fact that Mr [redacted] dishwasher has no current coverage, we are willing to waive any labor costs if a Sears technician performs the repair as a consumer courtesyWe feel this is in all probability much more than any of our competitors would offer in this situation given fact that the warranty has expired and the decision was made not to continue coverage under an extended service contractShould Mr [redacted] decide to accept our offer, I can be reached via email during business hours at Tammie [redacted] @searshc.comHowever, we would ask that Mr [redacted] bear in mind that no further recompense will be offered as this is our final decisionSince we are unable to grant additional compensation or remuneration of any kind due to the aforementioned reasons, but we have proposed an alternate resolution that we feel is commensurate to the circumstance, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie[redacted] @searshc.com (***) [redacted]
October 31, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Terry [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our response regarding his dissatisfaction with the problems he encounters when he attempts to cash his checks at the Kmart Store Our check cashing services work fine in most instances for most of our customers and it provides them with a service they might not otherwise have access toHowever, there is a lot of liability that is inherent in providing check cashing services, and unless the transaction is verified properly we are not willing to take on even further liability for a service that we are under no obligation to provideAs a courtesy only for failing his expectations, we already provided Mr [redacted] with $in compensationIf he still chooses to use our check cashing services after we have already informed him that there will be issues at times, then that is his choice; but we would not offer him compensation each time for something he chose to do while knowing the possible consequencesThe fact is that if we cannot meet Mr [redacted] ’s needs, then we suggest he should cash his checks elsewhereThen he would not need to worry further about any system problems that might inhibit his ability at times to cash a checkWe respectfully ask to have this matter closed at this time 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, Matilda [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] matilda[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) I received the gift card for $that was originally promisedAnd I appreciate the apology from SearsI consider the matter resolved
August 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding her recent online order experience and request for a refund It is unfortunate that we failed MsH [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in Sears and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order, we sent an email correspondence to (DCC) Sears’ Detail Control CenterDCC processed a refund accordingly on August 7, For MsH [redacted] records the refund receipt number is [redacted] The credit will post to MsH [redacted] Card account within to business daysAdditionally, we hope that in the future MsH [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsH [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
November 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Patricia N [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the refund amount she received when she cancelled service on her refrigerator; and the customer service she received Upon receipt of Ms [redacted] complaint we reviewed the service order and the case notes related to the service on her refrigeratorAccording to our records, on September 14, our technician ordered a part for the refrigerator and charged $for the part and $for the laborThat same day Ms [redacted] called in to cancel the service on the refrigeratorSince the part was already ordered, we could not cancel the service order until the part was received and returnedOn September 23, Ms [redacted] was informed that UPS was scheduled for parts pick up on September 26, on tracking number [redacted] ; the service order was cancelledRegrettably, the refund was not automatically issued when the part was receivedWhen Ms [redacted] called in November to inquire about the refund, she was informed that the refund would be for the part return only, and that she was still responsible for the labor feeOn November 6, 2016, we issued a credit of $for the part to Ms [redacted] credit card ending in *** We apologize that the associate did not thoroughly review the notes confirming that the part was not installed or removed by our technicianOn November 15, we contacted Ms [redacted] and informed her that we have issued the remaining labor refund, less the $diagnostic feeWe issued a refund in the amount of $in the form of a bank check and she should receive it within weeksMs [redacted] appreciated that the issue was resolved, but was very dissatisfied in the customer service she receivedWe apologized for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] This letter will acknowledge receipt of the above referenced complaint, which was referred to our office for responseThis matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
February 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Beverly C [redacted] Dear Ms [redacted] We have completed the investigation of MsC [redacted] complaint regarding her dissatisfaction that in-home service is not available for her snow blower; and the charges she incurred for transporting the unit for the warranty repair Firstly we would like to apologize for the inconvenience and disappointment that MsC [redacted] may have experiencedWe researched and discovered that the snow blower that MsC [redacted] purchased is considered a shop item repair and does not qualify for an in-home service visitAs clarification, a shop item must be taken to an authorized service center for warranty serviceSears does sell service agreements that, for an additional fee, provide in-home service visits for shop items; MsC [redacted] did not purchase a service agreement According to our records, the snow blower repair has been completed and returned to MsC [redacted] We contacted MsC [redacted] and she confirmed that she had to pay about $for the piand return of the snow blowerWe requested that she provided us with a copy of the delivery receipt and, as a one-time courtesy, we would reimburse her $She accepted the offer and agreed to provide the copy of the receiptIn the interim, since we have addressed the issue brought forth in MsC [redacted] complaint, we have closed our file pending her response We apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
October 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Kimberly C [redacted] Dear [redacted] We have completed the investigation of MsC [redacted] complaint regarding the problem she encountered when she requested to warranty exchange the battery charger of her weed wacker As clarification, the Craftsman warranty for the weed wacker model that MsC [redacted] listed on her complaint has a year warranty on the unit itself and a year warranty on the batteryThe warranty information listed in the owner’s manual states, “with proof of sale, a defective product will be replaced free of chargeFor warranty coverage details to obtain free replacement, visit webpage www.craftsman.com/warranty.” For this type of tool, the website instructs a consumer to return a defective product with proof of sale to the retailer from which it was purchasedIn MsC [redacted] case, the battery charger to her weed wacker failed after our return period, and the unit is covered by the manufacturer’s warrantyWe apologize if MsC [redacted] was not informed, when she called Craftsman customer service for assistance, to return the unit along with the receipt to the store for an exchange We contacted MsC [redacted] and she confirmed that the issue has been resolvedShe stated that she contacted one of the store managers and was assistedMsC [redacted] stated her dissatisfaction that it took too many phone calls to take care of a warranty itemWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MsC [redacted] expectationsWith that being said, since we have addressed the issue brought forth in MsC [redacted] complaint, we have closed our file We apologize to MsC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sean C [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his washer repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon researching Mr [redacted] ’s concerns, we found that he was authorized for a replacement on October 3, While he was originally authorized $towards a new washer from Sears, my office increased the amount to $1, Additionally, we have processed a $check to assist Mr [redacted] with any out-of-pocket laundry expenses he may have occurred during the attempted repair of his washer He can expect to receive the check in the next to days Additionally, my office will monitor the delivery of Mr [redacted] ’s new washer to ensure that the remaining MPA coverage transfers to the new unitWith that said, since an equitable resolution is being provided for Mr [redacted] , we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Gerald P***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: George A [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a refund from www.sears.comMr [redacted] ’s refund has been processed and he should see a credit in the amount of $post to his Visa ending in The sales check number referencing the credit is [redacted] Typically a credit to a credit card will post to the account within 3-business daysIf the credit does not post to the account within the aforementioned timeframe I ask that Mr [redacted] contact me personally at 512/248-or via email at Adam[redacted] @searshc.comAt this time since we have noted the processing of Mr [redacted] ’s refund, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 10, 2015/05/21) */ [redacted] We have completed the investigation of [redacted] complaint regarding the inability to purchase an extra blade for a Craftsman electric mower I had the opportunity to speak with [redacted] this morning regarding his complaint, unfortunately when he spoke he had already returned the mower as he was unable to purchase an additional bladedI have emailed our lawn and garden buyer to advise of the issueI will provide [redacted] an update once I find out why he was unable to identify a blade for the mowerI do apologize to [redacted] for the inconvenience he encounteredThat said, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
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, Holly [redacted]
Tell us why here...June 5, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Via: Revdex.com Website Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe made repairs to Mr [redacted] home on 05/18/and when I spoke to MrIreland on 05/22/17, he said he is satisfied with the repairs At this time we respectfully request you close your fileOn behalf of SHIP, please know we value MrIreland as a customer and apologize for any inconveniences he may have experiencedIf you have any questions or concerns, please contact me at [redacted] * [redacted] or via email at J [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] /Via: 1st Class US Postage
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, Bernard [redacted]
July 8, [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 dissatisfaction that he was charged a restocking fee for the return of his refrigerator Upon receipt of Mr [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with Mr [redacted] concernMr [redacted] investigated and discovered that Mr [redacted] contacted our delivery customer service on May 28, and requested to return the refrigerator because he was dissatisfied with the finishThe associate offered Mr [redacted] a $refund to keep the refrigerator in an attempt to save the saleMr [redacted] declined the offerThe associate then offered to exchange with another model and would apply the $discount towards the purchaseMr [redacted] accepted the offer and selected a [redacted] model instead of the KenmoreWhen Mr [redacted] was provided the expected delivery date, he changed his mind and decided to continue with the returnSince there was nothing wrong with the delivered refrigerator, and there was no mention of any such issues relayed to delivery customer service, Mr [redacted] was charged a 15% restocking fee as listed on his receiptAs clarification, the copy of the receipt that Mr [redacted] was provided states “The following items may be subject to a cancellation/ restocking fee if returned: item [redacted] On June 30, Mr [redacted] contacted our Customer Solutions team regarding the same issue and was offered $worth of Shop Your Reward PointsMr [redacted] accepted the offer and the points were applied to his accountWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated his concerns to [redacted] ***, Auto Center Manager of unit# [redacted] who states the following: On 07/15/our auto center sold him a set of [redacted] tires for his current vehicle and over the course of the next months, we rebalanced his tires times due to a complaint of vibration In December of we contacted [redacted] to attempt to warranty adjust the tires due to a persistent ride complaint At that time [redacted] offered 25% goodwill adjustment due to the tires being unevenly worn Mr [redacted] was not pleased with that offer and promptly contacted the Revdex.com to file a complaint against Sears Auto Center (Revdex.com Complaint [redacted] ) and requested a new set of tires at no charge We offered a 56% adjustment on his tires, which he accepted On 12/22/we installed a new set of tires on his vehicle and have since rebalanced them more times We have attempted to explain to him that if the vibration was still present with a different set of tires, there is a very reasonable possibility that the vehicle's suspension could be playing a part in his ride disturbance I have contacted [redacted] today, March 23, and we have come to an agreement that he will have his tires replaced elsewhere, return the tires he most recently purchased from us and I will refund him $and at that time we will no longer be responsible for resolving any ride disturbance issues with his vehicleThat being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
July 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the charges he was assessed for a repair even though the main part was never installed and the service was never finished After reviewing Mr [redacted] service history we can clearly see that the technician uninstalled the ordered board and intended to order another oneFrom his notes it is apparent that he could not figure out how to order the part again and thought that the needed to close the order out so that he could place it againUnfortunately, this then closed out the charges that were previously collected and the technician did not fill out the required CWO form to ensure that Mr [redacted] was refundedAdditionally, a technician does not have the ability to open a service order and has to call to have one createdSo once the order was closed the technician must have realized he did not have any way to open a new one and order the partRegrettably, it does not look as if the technician got his manager involved to help resolve the issue and that is why the repair was never completed; we have sent feedback to the technician’s manager With that said, we are in agreement that Mr [redacted] should be refunded in full as no real service was providedWe are willing to issue a refund back to his [redacted] in the amount of $244.16, but in order to do this, we need Mr [redacted] to provide the other digits of his digit account number ending in ***He can contact me via email at [redacted] or via phone at [redacted] and once we have received those numbers we will process the refundIn the interim, since we are willing to provide Mr [redacted] with his requested resolution and are just awaiting his response, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] S ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding a car battery purchased from the Sears Auto Center in La JollaPrior to filing her complaint with the Revdex.com, Ms [redacted] filed a complaint with our Customer Solutions team on August 10, Notes from then case indicate that the vehicle sits for long periods of time, which cause the battery to drainIn order to properly test the battery, we will need the battery installed in the vehicle brought to the Auto Center so it and the charging system can be properly testedIf the battery is found to be defective, Sears Auto Center will take the appropriate actionThat said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
November 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Shawn [redacted] Dear Mrs [redacted] : We have completed our investigation of Mr [redacted] complaint regarding his dishwasher We apologize that Mr [redacted] dishwasher failed to meet his expectations The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionMr [redacted] purchased his dishwasher on July 09, 2015, carrying a one year manufacturer’s warrantyIn Mr [redacted] case, he declined to purchase an extended warranty, so any necessary repair costs would be his responsibility since his manufacturer’s warranty has expired Mr [redacted] indicated that he had no faith in his dishwasher due to material that he had been reading online from other consumers that were dissatisfied with their dishwasherWe would ask him to bear in mind that out of thousands of a product sold, it is that there should be a small percentage of problemsThe internet enables a consumer to voice their opinion, but it can sometimes give them a skewed perspective as to the percentage of the general population that is experiencing the same problemFurthermore, there are no recalls or defects related to the issue Mr [redacted] mentions on file with the manufacturer for his model Despite the fact that Mr [redacted] dishwasher has no current coverage, we are willing to waive any labor costs if a Sears technician performs the repair as a consumer courtesyWe feel this is in all probability much more than any of our competitors would offer in this situation given fact that the warranty has expired and the decision was made not to continue coverage under an extended service contractShould Mr [redacted] decide to accept our offer, I can be reached via email during business hours at Tammie [redacted] @searshc.comHowever, we would ask that Mr [redacted] bear in mind that no further recompense will be offered as this is our final decisionSince we are unable to grant additional compensation or remuneration of any kind due to the aforementioned reasons, but we have proposed an alternate resolution that we feel is commensurate to the circumstance, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie[redacted] @searshc.com (***) [redacted]
See attachment
October 31, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Terry [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our response regarding his dissatisfaction with the problems he encounters when he attempts to cash his checks at the Kmart Store Our check cashing services work fine in most instances for most of our customers and it provides them with a service they might not otherwise have access toHowever, there is a lot of liability that is inherent in providing check cashing services, and unless the transaction is verified properly we are not willing to take on even further liability for a service that we are under no obligation to provideAs a courtesy only for failing his expectations, we already provided Mr [redacted] with $in compensationIf he still chooses to use our check cashing services after we have already informed him that there will be issues at times, then that is his choice; but we would not offer him compensation each time for something he chose to do while knowing the possible consequencesThe fact is that if we cannot meet Mr [redacted] ’s needs, then we suggest he should cash his checks elsewhereThen he would not need to worry further about any system problems that might inhibit his ability at times to cash a checkWe respectfully ask to have this matter closed at this time 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, Matilda [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] matilda[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) I received the gift card for $that was originally promisedAnd I appreciate the apology from SearsI consider the matter resolved
August 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding her recent online order experience and request for a refund It is unfortunate that we failed MsH [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in Sears and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order, we sent an email correspondence to (DCC) Sears’ Detail Control CenterDCC processed a refund accordingly on August 7, For MsH [redacted] records the refund receipt number is [redacted] The credit will post to MsH [redacted] Card account within to business daysAdditionally, we hope that in the future MsH [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsH [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
November 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Patricia N [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the refund amount she received when she cancelled service on her refrigerator; and the customer service she received Upon receipt of Ms [redacted] complaint we reviewed the service order and the case notes related to the service on her refrigeratorAccording to our records, on September 14, our technician ordered a part for the refrigerator and charged $for the part and $for the laborThat same day Ms [redacted] called in to cancel the service on the refrigeratorSince the part was already ordered, we could not cancel the service order until the part was received and returnedOn September 23, Ms [redacted] was informed that UPS was scheduled for parts pick up on September 26, on tracking number [redacted] ; the service order was cancelledRegrettably, the refund was not automatically issued when the part was receivedWhen Ms [redacted] called in November to inquire about the refund, she was informed that the refund would be for the part return only, and that she was still responsible for the labor feeOn November 6, 2016, we issued a credit of $for the part to Ms [redacted] credit card ending in *** We apologize that the associate did not thoroughly review the notes confirming that the part was not installed or removed by our technicianOn November 15, we contacted Ms [redacted] and informed her that we have issued the remaining labor refund, less the $diagnostic feeWe issued a refund in the amount of $in the form of a bank check and she should receive it within weeksMs [redacted] appreciated that the issue was resolved, but was very dissatisfied in the customer service she receivedWe apologized for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] This letter will acknowledge receipt of the above referenced complaint, which was referred to our office for responseThis matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***