May 24, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction with the quality of the [redacted] washer and his request for an exchange. We have received Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he is dissatisfied that the same [redacted] model washer is no longer sold by Sears and that another model will not match his dryer, the fact remains that we have offered Mr. [redacted] an exchange for a comparable washer as per the terms of the protection agreement that he purchased. We would like to note that Mr. [redacted] paid Sears $599.99 (plus tax) for the [redacted] washer, and he claims that after multiple attempts [redacted] was unable to repair the washer and [redacted] offered him a refund of $641.99; which he declined. Even though [redacted] had already notified Mr. [redacted] that the part needed to complete the washer repair was on back order with no estimated time of arrival, he decided to purchase a protection agreement from Sears in order to receive a replacement washer instead of a refund. Unfortunately, in order to qualify for a replacement, the washer must be serviced by Sears and must have four separate functional failures, or the part no longer available. As previously mentioned, on May 12, 2017 we received confirmation from [redacted] that the part ordered by the Sears technician was on back order with no current estimated time of arrival. At that point, we contacted Mr. [redacted] and offered to exchange his washer with a comparable model. We authorized $999.99 towards a replacement washer from Sears per the terms of the agreement. Upon receipt of Mr. [redacted] third rebuttal, we contacted him and advised him that [redacted] does not have an estimated time of arrival for the part ordered. In speaking with Mr. [redacted] , he is adamant that his washer and dryer must match, and he mentioned that he would like to purchase the same [redacted] washer from [redacted] Therefore, we suggested to Mr. [redacted] that he could accept the $641.99 he stated was offered by [redacted] and to cancel the protection agreement for a refund of $109.70; his total refund for the washer and for the protection agreement would be $751.69. Mr. [redacted] could use that amount towards the purchase of the washer from [redacted] currently on sale for $899.10. However, Mr. [redacted] stated that he did not want to pay the difference. Mr. [redacted] stated that he filed a damage claim with [redacted] our third party claims adjuster, because he alleges that our technician dented and scratched his dryer and left grease marks on the appliances and his walls. Mr. [redacted] stated that he is waiting to see if [redacted] will replace his dryer; and then he will replace the washer to match. We would like to note that the authorization for the washer replacement is valid for 90 days from the date it was issued. Mr. [redacted] can contact me at [redacted] on or before August 12, 2017 if would like to accept our offer. In the interim, we respectfully request this case closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #945***- Angela [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the availability of service for a needed repair of a water heater In regard to the delay Ms [redacted] experienced receiving service, it seems there was some confusion regarding the serviceable addressThat has since been corrected and service was completed according to our recordsWe have spoken with Ms [redacted] and she has provided additional information that we have forwarded to the appropriate parties for consideration as there should not have been so much confusion as to the addressWe want to thank Ms [redacted] for her observations and we want to assure her that this matter will be reviewedThat said, we offered to provide Ms [redacted] with a $gift card or to purchase an additional year of coverage for the water heater in question on her behalf as a conciliatory gesture, but she declinedShould Ms [redacted] wish to reconsider, she may contact me at the email address listed below during business hours or she may respond to the email she was sent againIt is unfortunate that Ms [redacted] remains dissatisfied, but it is our hope that we can provide the type of customer service we strive for on her next service appointment should the need for one ariseIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this 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 (512) [redacted]
May 17, [redacted] ***Our File No [redacted] Revdex.com Case # [redacted] Via: First Class MailDear Ms [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you may have experienced.This letter serves to confirm that we have completed our investigation in regards to the above-referenced filePer your agreement with SHIP/Sears, a credit in the amount of $was issued to your account ending in [redacted] for any/all inconveniences, frustrations, delays, troubles, compensation and all other issues/disputes, known or unknownIt is our understanding that the concern has been resolved by our issuance of the aforementioned creditTherefore, we have closed our fileIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: Revdex.com via Website
June 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return his purchase for an exchange or refund As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyWith that being said, the Kmart and 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 RECEIPT Since Mr [redacted] mentioned that that he purchased the weed eater spool on May 5, and attempted to return it on May 15, 2017, he was within the return periodWe contacted Mr [redacted] to discuss the return issue at the storeMr [redacted] stated that he purchased the product at the Kmart in Clairmont, Florida, but the store told him that he had not made the purchase at KmartMr [redacted] confirmed that he did not have a copy of the purchase receipt when he attempted to return the productWe advised Mr [redacted] that our stores are not making any exceptions and a return will not be given without a receiptWe searched Mr [redacted] rewards account for the purchase of the weed eater spool from Kmart within the past daysMr [redacted] stated that he may have made the purchase at our Sears storeWe advised that there was no purchase made from Sears on his account for the weed eater spool eitherWe advised Mr [redacted] that he would have to present copy of the purchase receipt within our day return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Mr [redacted] , when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr [redacted] request 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]
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent order According to our records, a credit for $was issued on December 16, Accordingly, the account has been rectifiedWe apologize for the delaySince it seems the refund due to Mr [redacted] has been issued, we respectfully ask that this matter be considered closedAgain, 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] Regulatory Complaint Specialist [redacted]
April 25, [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 we delivered two refrigerators that have unleveled doors issues; and that his request for another exchange has been denied It is unfortunate that we failed Mr [redacted] expectations when he recently purchased a new refrigeratorWe value Mr [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe reviewed the delivery notes and confirmed that second refrigerator was delivered on March 11, and Mr [redacted] reported the door issue on March 15, Our delivery team scheduled for delivery and repair technicians to adjust the doorsRegrettably, the repair technician reported that the doors could not be adjusted and were still unleveledMr [redacted] request for another exchange was submitted, but was not processedAs clarification, our delivery policy states that a consumer must report any visible damage within hours and notes indicated that Mr [redacted] did not report the issue within the hoursWe apologize that the associate misunderstood that door issue is considered a defect, not damageWe assure Mr [redacted] that this will give us a coaching opportunity to remedy any problem that may exist and help to improve our customer service further On April 13, we contacted Mr [redacted] and offered to process the warranty exchange on the refrigeratorMr [redacted] accepted the offer and selected another modelThe new refrigerator was delivered on April 15, With 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of MrH [redacted] complaint regarding his microwave Based on the pictures that were provided by the service technician it is evident that the item being cooked in the microwave when it caught fire had been cooked longer than should have causing it to catch fire in the microwaveWe understand that the microwave is in working orderSince we have addressed MrH [redacted] complaint and found that there is no information to change our standing that the microwave will not be covered for replacement since the actions causing it to catch fire were due to the actions of the consumer, primarily cooking an item too longWe have closed this case We apologize to MrH [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Contact Name and Title [redacted] Contact Phone: [redacted] April 27, [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 [redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response: After researching this matter, we found that the order was never placed in our systemMr [redacted] may be referring to a pending charge or pre-authorization hold which is placed on the account to hold the funds for a purchaseHowever, since the order was never completed, this pending charge will fall off from his account within one to five days after the attempted transaction date depending on the bank's policyIn some cases this can last as long as thirty days again depending on the financial institutionShould Mr [redacted] have any further questions or concerns, he may contact his financial institution regarding his account or [redacted] for any questions regarding online ordersIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: We now have a Brand-New refrigerator and for now are extremely satisfied
Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] 71-James [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his washer In the interest of customer satisfaction, we will allow Mr [redacted] to select another washer sold at Sears as an exchangeOur return policy is days from the date of purchase, but we will make an exception in this caseMr [redacted] paid $for the washer and he may select another washer for that priceDue to the amount of time that has elapsed since his purchase, we will not be able to return any money if he chooses a less expensive model and any cost above the $will be his responsibility if he selects an item priced above that amountOnce Mr [redacted] has made his selection, he will need to contact me and I will gladly make the necessary arrangements for deliveryIt is usually easiest to reach me via emailIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Kimberly S [redacted] Dear Ms [redacted] We have completed our investigation of MsS [redacted] complaint regarding the Sears Home Warranty We would first like to point out that [redacted] Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsS [redacted] contract We were informed by CCHS of the following: “We have reimbursed a partial refund of $to the customerThe balance of the premium is $and as a courtesy, we are in the process of reimbursing this as well.” If MsS [redacted] is still in need of assistance she can contact her case manager at CCHS; Kemisha [redacted] -B [redacted] at [redacted] In the mean time since CCHS is addressing the issue we have closed this case We apologize to MsS [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
June 6, 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 affiliate Pursuant to Ms [redacted] window concerns, we have agreed to cancel the window contract and process a full refund of the initial deposit as requested by our customer At this time, we respectfully request that you close your file as we have resolved the matter amicablyOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any frustrations or inconveniences this might have causedIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Lorraine [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's regarding Sears Home Services and a service call to repair a dishwasher Sears has approved the replacement of Ms [redacted] 's dishwasherIt is very important to note that Sears will cover the cost of installationWe have notes from the technician that indicate that the floor may prohibit the removal of the dishwasher, and the counter may be sitting on the dishwasherIf this is the case, any additional work that is needed to remove the dishwasher will be considered not a installation and any work that needs to be done will be Ms [redacted] 's financial responsibility All Ms [redacted] needs to do is go to her local Sears store and advise her sales associate that her dishwasher has been approved for replacementThe sales associate will process the exchangeSince we have approved the replacement of the dishwasher and have noted that any additional charges to remove tile or adjust the countertop would be Ms [redacted] financial responsibility, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund of $ It is unfortunate that we failed Ms [redacted] expectations when she initially attempted to have this matter resolved with customer serviceWe value her patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe 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 each order we found that a full refund of $had been processed on June 26, 2016, under return receipt number [redacted] Therefore, the remaining balance of $was processed today June 26, 2016, under return receipt number [redacted] The credit should post to Ms [redacted] account within to business days or dependent upon her financial institutions policy which can be up to daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Dorothy [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding a range purchased from SearsWe feel it is first important to note that the range noted in Ms [redacted] complaint was purchased from Sears on December 28, and was covered by the manufacturers one year parts and labor warrantyWe would like to review the paperwork Ms [redacted] received from the local provider who came out to the home to service the range when Sears Home Services was not able to immediately dispatch a technician to the homeMs [redacted] can email the information to me at Adam[redacted] @searshc.com or via fax at 512-248-***At this time, since we have requested the aforementioned information, we ask that this complaint be closed pending further contactWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
July 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Raymond F [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with service provided for the installation of his dishwasher and the problems he encountered with delivery of a replacement dishwasher Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of Mr [redacted] 's complaint, we researched his replacement order and discovered that it was orderedRegrettably, we failed to order the replacement with installation so the dishwasher was delivered to our warehouse, but an installation contractor was never assignedOn July 15, we reached out to our Installation Process Team to assist and installation was ordered at no charge for the warranty exchangeOn July 16, Mr [redacted] confirmed that he was contacted by our install schedulerOur records indicate that the dishwasher was delivered and installed on July 17, Since we have addressed the issues brought forth in Mr [redacted] 's complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this 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
Initial Business Response / [redacted] (1000, 6, 2015/07/31) */ July 31, [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 with our customer service and failure to provide a timely exchange for his refrigerator It is unfortunate that we failed Mr[redacted] expectations when he recently requested assistance from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, [redacted] Customer Support Manager for Sears Home Delivery, spoke with Mr [redacted] in reference to his complaint on July 28, At that time, she offered Mr [redacted] an account credit of $as an apologyMr [redacted] accepted this offer and indicated that it met with his approvalHowever, we found we were unable to transmit the credit to his account and instead issued a check for $on July 29, Mr [redacted] may expect his check to arrive within fifteen business days, and he is welcome to contact Ms[redacted] with any further concerns he may have about this issue or his checkAt this time, we can only reiterate that we truly regret any inconvenience he may have experiencedWe respectfully ask to have this matter closed, since we have noted Mr[redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although refund not received yet, this is far more progress than me trying to resolve it professionally which means Sears has nobody at the delivery location or a member of management at our local Sears willing or able to speak to usIt's sad this is the only way to get resolveI accept the refund and should it not arrive or I find any erroneous charges on my Sears card unaware at this point ( because they showed up with refrigerators on final delivery) I will reopen the caseOtherwise, satisfied
[redacted] I am rejecting this response because I have not yet received the compensation As soon as I do, I will gladly close this matter and thank Sears for settling this issue.I would've been happy to close this matter prior to receiving the compensation, if it were not for the fact that this issue has been on-going since 9/25/16; and there were numerous times where Sears said they were going to call me and resolve this, and this didn't happen Therefore, I am reluctant to close this prematurely Sincerely, [redacted]
April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the refrigerator she purchased failed sooner than expected and her request for food loss reimbursementWe apologize that [redacted] refrigerator failed after within hours of deliveryThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how inconvenient this can be to a consumerWe would like to clarify that food loss is only reimbursed on refrigerators or freezer that are covered with a protection agreementWe reviewed [redacted] account and a protection agreement was not purchasedTherefore, [redacted] does not qualify for food loss reimbursementWe can also understand how frustrating [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and as a one-time courtesy, we offered [redacted] $for food loss reimbursement [redacted] accepted the offer and she should receive the reimbursement check within – business daysSince we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[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 service experience We value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have repaired Ms [redacted] gas dryer and noted her candid feedback Again, we apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 24, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction with the quality of the [redacted] washer and his request for an exchange. We have received Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he is dissatisfied that the same [redacted] model washer is no longer sold by Sears and that another model will not match his dryer, the fact remains that we have offered Mr. [redacted] an exchange for a comparable washer as per the terms of the protection agreement that he purchased. We would like to note that Mr. [redacted] paid Sears $599.99 (plus tax) for the [redacted] washer, and he claims that after multiple attempts [redacted] was unable to repair the washer and [redacted] offered him a refund of $641.99; which he declined. Even though [redacted] had already notified Mr. [redacted] that the part needed to complete the washer repair was on back order with no estimated time of arrival, he decided to purchase a protection agreement from Sears in order to receive a replacement washer instead of a refund. Unfortunately, in order to qualify for a replacement, the washer must be serviced by Sears and must have four separate functional failures, or the part no longer available. As previously mentioned, on May 12, 2017 we received confirmation from [redacted] that the part ordered by the Sears technician was on back order with no current estimated time of arrival. At that point, we contacted Mr. [redacted] and offered to exchange his washer with a comparable model. We authorized $999.99 towards a replacement washer from Sears per the terms of the agreement. Upon receipt of Mr. [redacted] third rebuttal, we contacted him and advised him that [redacted] does not have an estimated time of arrival for the part ordered. In speaking with Mr. [redacted] , he is adamant that his washer and dryer must match, and he mentioned that he would like to purchase the same [redacted] washer from [redacted] Therefore, we suggested to Mr. [redacted] that he could accept the $641.99 he stated was offered by [redacted] and to cancel the protection agreement for a refund of $109.70; his total refund for the washer and for the protection agreement would be $751.69. Mr. [redacted] could use that amount towards the purchase of the washer from [redacted] currently on sale for $899.10. However, Mr. [redacted] stated that he did not want to pay the difference. Mr. [redacted] stated that he filed a damage claim with [redacted] our third party claims adjuster, because he alleges that our technician dented and scratched his dryer and left grease marks on the appliances and his walls. Mr. [redacted] stated that he is waiting to see if [redacted] will replace his dryer; and then he will replace the washer to match. We would like to note that the authorization for the washer replacement is valid for 90 days from the date it was issued. Mr. [redacted] can contact me at [redacted] on or before August 12, 2017 if would like to accept our offer. In the interim, we respectfully request this case closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #945***- Angela [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the availability of service for a needed repair of a water heater In regard to the delay Ms [redacted] experienced receiving service, it seems there was some confusion regarding the serviceable addressThat has since been corrected and service was completed according to our recordsWe have spoken with Ms [redacted] and she has provided additional information that we have forwarded to the appropriate parties for consideration as there should not have been so much confusion as to the addressWe want to thank Ms [redacted] for her observations and we want to assure her that this matter will be reviewedThat said, we offered to provide Ms [redacted] with a $gift card or to purchase an additional year of coverage for the water heater in question on her behalf as a conciliatory gesture, but she declinedShould Ms [redacted] wish to reconsider, she may contact me at the email address listed below during business hours or she may respond to the email she was sent againIt is unfortunate that Ms [redacted] remains dissatisfied, but it is our hope that we can provide the type of customer service we strive for on her next service appointment should the need for one ariseIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this 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 (512) [redacted]
May 17, [redacted] ***Our File No [redacted] Revdex.com Case # [redacted] Via: First Class MailDear Ms [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you may have experienced.This letter serves to confirm that we have completed our investigation in regards to the above-referenced filePer your agreement with SHIP/Sears, a credit in the amount of $was issued to your account ending in [redacted] for any/all inconveniences, frustrations, delays, troubles, compensation and all other issues/disputes, known or unknownIt is our understanding that the concern has been resolved by our issuance of the aforementioned creditTherefore, we have closed our fileIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: Revdex.com via Website
June 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return his purchase for an exchange or refund As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyWith that being said, the Kmart and 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 RECEIPT Since Mr [redacted] mentioned that that he purchased the weed eater spool on May 5, and attempted to return it on May 15, 2017, he was within the return periodWe contacted Mr [redacted] to discuss the return issue at the storeMr [redacted] stated that he purchased the product at the Kmart in Clairmont, Florida, but the store told him that he had not made the purchase at KmartMr [redacted] confirmed that he did not have a copy of the purchase receipt when he attempted to return the productWe advised Mr [redacted] that our stores are not making any exceptions and a return will not be given without a receiptWe searched Mr [redacted] rewards account for the purchase of the weed eater spool from Kmart within the past daysMr [redacted] stated that he may have made the purchase at our Sears storeWe advised that there was no purchase made from Sears on his account for the weed eater spool eitherWe advised Mr [redacted] that he would have to present copy of the purchase receipt within our day return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Mr [redacted] , when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr [redacted] request 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]
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent order According to our records, a credit for $was issued on December 16, Accordingly, the account has been rectifiedWe apologize for the delaySince it seems the refund due to Mr [redacted] has been issued, we respectfully ask that this matter be considered closedAgain, 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] Regulatory Complaint Specialist [redacted]
April 25, [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 we delivered two refrigerators that have unleveled doors issues; and that his request for another exchange has been denied It is unfortunate that we failed Mr [redacted] expectations when he recently purchased a new refrigeratorWe value Mr [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe reviewed the delivery notes and confirmed that second refrigerator was delivered on March 11, and Mr [redacted] reported the door issue on March 15, Our delivery team scheduled for delivery and repair technicians to adjust the doorsRegrettably, the repair technician reported that the doors could not be adjusted and were still unleveledMr [redacted] request for another exchange was submitted, but was not processedAs clarification, our delivery policy states that a consumer must report any visible damage within hours and notes indicated that Mr [redacted] did not report the issue within the hoursWe apologize that the associate misunderstood that door issue is considered a defect, not damageWe assure Mr [redacted] that this will give us a coaching opportunity to remedy any problem that may exist and help to improve our customer service further On April 13, we contacted Mr [redacted] and offered to process the warranty exchange on the refrigeratorMr [redacted] accepted the offer and selected another modelThe new refrigerator was delivered on April 15, With 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of MrH [redacted] complaint regarding his microwave Based on the pictures that were provided by the service technician it is evident that the item being cooked in the microwave when it caught fire had been cooked longer than should have causing it to catch fire in the microwaveWe understand that the microwave is in working orderSince we have addressed MrH [redacted] complaint and found that there is no information to change our standing that the microwave will not be covered for replacement since the actions causing it to catch fire were due to the actions of the consumer, primarily cooking an item too longWe have closed this case We apologize to MrH [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Contact Name and Title [redacted] Contact Phone: [redacted] April 27, [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 [redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response: After researching this matter, we found that the order was never placed in our systemMr [redacted] may be referring to a pending charge or pre-authorization hold which is placed on the account to hold the funds for a purchaseHowever, since the order was never completed, this pending charge will fall off from his account within one to five days after the attempted transaction date depending on the bank's policyIn some cases this can last as long as thirty days again depending on the financial institutionShould Mr [redacted] have any further questions or concerns, he may contact his financial institution regarding his account or [redacted] for any questions regarding online ordersIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: We now have a Brand-New refrigerator and for now are extremely satisfied
Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] 71-James [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his washer In the interest of customer satisfaction, we will allow Mr [redacted] to select another washer sold at Sears as an exchangeOur return policy is days from the date of purchase, but we will make an exception in this caseMr [redacted] paid $for the washer and he may select another washer for that priceDue to the amount of time that has elapsed since his purchase, we will not be able to return any money if he chooses a less expensive model and any cost above the $will be his responsibility if he selects an item priced above that amountOnce Mr [redacted] has made his selection, he will need to contact me and I will gladly make the necessary arrangements for deliveryIt is usually easiest to reach me via emailIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Kimberly S [redacted] Dear Ms [redacted] We have completed our investigation of MsS [redacted] complaint regarding the Sears Home Warranty We would first like to point out that [redacted] Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsS [redacted] contract We were informed by CCHS of the following: “We have reimbursed a partial refund of $to the customerThe balance of the premium is $and as a courtesy, we are in the process of reimbursing this as well.” If MsS [redacted] is still in need of assistance she can contact her case manager at CCHS; Kemisha [redacted] -B [redacted] at [redacted] In the mean time since CCHS is addressing the issue we have closed this case We apologize to MsS [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
June 6, 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 affiliate Pursuant to Ms [redacted] window concerns, we have agreed to cancel the window contract and process a full refund of the initial deposit as requested by our customer At this time, we respectfully request that you close your file as we have resolved the matter amicablyOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any frustrations or inconveniences this might have causedIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Lorraine [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's regarding Sears Home Services and a service call to repair a dishwasher Sears has approved the replacement of Ms [redacted] 's dishwasherIt is very important to note that Sears will cover the cost of installationWe have notes from the technician that indicate that the floor may prohibit the removal of the dishwasher, and the counter may be sitting on the dishwasherIf this is the case, any additional work that is needed to remove the dishwasher will be considered not a installation and any work that needs to be done will be Ms [redacted] 's financial responsibility All Ms [redacted] needs to do is go to her local Sears store and advise her sales associate that her dishwasher has been approved for replacementThe sales associate will process the exchangeSince we have approved the replacement of the dishwasher and have noted that any additional charges to remove tile or adjust the countertop would be Ms [redacted] financial responsibility, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
June 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund of $ It is unfortunate that we failed Ms [redacted] expectations when she initially attempted to have this matter resolved with customer serviceWe value her patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe 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 each order we found that a full refund of $had been processed on June 26, 2016, under return receipt number [redacted] Therefore, the remaining balance of $was processed today June 26, 2016, under return receipt number [redacted] The credit should post to Ms [redacted] account within to business days or dependent upon her financial institutions policy which can be up to daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Dorothy [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding a range purchased from SearsWe feel it is first important to note that the range noted in Ms [redacted] complaint was purchased from Sears on December 28, and was covered by the manufacturers one year parts and labor warrantyWe would like to review the paperwork Ms [redacted] received from the local provider who came out to the home to service the range when Sears Home Services was not able to immediately dispatch a technician to the homeMs [redacted] can email the information to me at Adam[redacted] @searshc.com or via fax at 512-248-***At this time, since we have requested the aforementioned information, we ask that this complaint be closed pending further contactWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
July 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Raymond F [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with service provided for the installation of his dishwasher and the problems he encountered with delivery of a replacement dishwasher Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of Mr [redacted] 's complaint, we researched his replacement order and discovered that it was orderedRegrettably, we failed to order the replacement with installation so the dishwasher was delivered to our warehouse, but an installation contractor was never assignedOn July 15, we reached out to our Installation Process Team to assist and installation was ordered at no charge for the warranty exchangeOn July 16, Mr [redacted] confirmed that he was contacted by our install schedulerOur records indicate that the dishwasher was delivered and installed on July 17, Since we have addressed the issues brought forth in Mr [redacted] 's complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this 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
Initial Business Response / [redacted] (1000, 6, 2015/07/31) */ July 31, [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 with our customer service and failure to provide a timely exchange for his refrigerator It is unfortunate that we failed Mr[redacted] expectations when he recently requested assistance from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, [redacted] Customer Support Manager for Sears Home Delivery, spoke with Mr [redacted] in reference to his complaint on July 28, At that time, she offered Mr [redacted] an account credit of $as an apologyMr [redacted] accepted this offer and indicated that it met with his approvalHowever, we found we were unable to transmit the credit to his account and instead issued a check for $on July 29, Mr [redacted] may expect his check to arrive within fifteen business days, and he is welcome to contact Ms[redacted] with any further concerns he may have about this issue or his checkAt this time, we can only reiterate that we truly regret any inconvenience he may have experiencedWe respectfully ask to have this matter closed, since we have noted Mr[redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although refund not received yet, this is far more progress than me trying to resolve it professionally which means Sears has nobody at the delivery location or a member of management at our local Sears willing or able to speak to usIt's sad this is the only way to get resolveI accept the refund and should it not arrive or I find any erroneous charges on my Sears card unaware at this point ( because they showed up with refrigerators on final delivery) I will reopen the caseOtherwise, satisfied
[redacted] I am rejecting this response because I have not yet received the compensation As soon as I do, I will gladly close this matter and thank Sears for settling this issue.I would've been happy to close this matter prior to receiving the compensation, if it were not for the fact that this issue has been on-going since 9/25/16; and there were numerous times where Sears said they were going to call me and resolve this, and this didn't happen Therefore, I am reluctant to close this prematurely Sincerely, [redacted]
April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the refrigerator she purchased failed sooner than expected and her request for food loss reimbursementWe apologize that [redacted] refrigerator failed after within hours of deliveryThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how inconvenient this can be to a consumerWe would like to clarify that food loss is only reimbursed on refrigerators or freezer that are covered with a protection agreementWe reviewed [redacted] account and a protection agreement was not purchasedTherefore, [redacted] does not qualify for food loss reimbursementWe can also understand how frustrating [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and as a one-time courtesy, we offered [redacted] $for food loss reimbursement [redacted] accepted the offer and she should receive the reimbursement check within – business daysSince we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[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 service experience We value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have repaired Ms [redacted] gas dryer and noted her candid feedback Again, we apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]