Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: Derrik [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding an oven rack he is waiting for from Sears Jerry [redacted] , Store Manager from the Sears Outlet in Chesapeake provided the following response: An additional oven rack has been ordered for Mr [redacted] and it is scheduled to arrive at his home on September 16, If Mr [redacted] has any additional concerns, he can contact me directly at 757-494-Since we have ordered the additional oven rack for Mr [redacted] , we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
July 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent purchase We would like to point out that the material provided with this patio furniture notes: “store indoors during long periods of inclement weatherMake sure furniture is completely dry before storageUse a proper outdoor cover when left outside during inclement weather or when not in use.” Accordingly, we feel that the exposure to harsh weather elements may have caused the breakdown Ms [redacted] spoke ofDespite that fact, we are going to allow Ms [redacted] to return the items in the interest of consumer satisfactionTo that end, a [redacted] Call Tag should be emailed to Ms [redacted] within business hoursWe have also sent an email with directions regarding how this should be handledOnce the item is received back in our warehouse, a refund will be issuedShould she have any other questions, Ms [redacted] may contact me during business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the fee she paid for a diagnosis to her vacuum First, we would like to apologize to Ms [redacted] for failing her expectations when she recently dropped her vacuum off for repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms [redacted] complaint, we contacted [redacted] with CarRepair for assistance Mr [redacted] responded that Ms [redacted] is entitled to a refund of her diagnostic fee since the part needed to repair the vacuum is no longer available He subsequently called Ms [redacted] and left her a voicemail asking that she return to the drop-off location at the Sears in Yonkers to pick up her refund Additionally, Mr [redacted] called the Sears location to advise them that Ms [redacted] would be coming in to receive a refund With that said, since we have documented Ms [redacted] concerns and have agreed to provide her with her requested refund, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
October 31, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Michael James [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for a part he refused upon delivery It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that a refund of $was issued to Mr [redacted] on October 5, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MsE [redacted] complaint regarding his dissatisfaction with our customer service It is unfortunate that we failed MsE [redacted] expectations with her scheduled a refrigerator repairWe value MsE [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 MsE [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 inconvenienceOur records show that a food loss reimbursement check was processed on May 30, in the amount of $as is a benefit under the Master Protection AgreementWe respectfully ask that this matter be closed, since we have repaired MsE [redacted] refrigerator and noted her candid feedback Again, we apologize to MsE [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]
[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 installation of an oven from Sears [redacted] Sears Installation Solutions Customer Advocate provided the following response: It is unfortunate that we failed Mr [redacted] expectations when issues arose regarding the installation of his oven We value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWe have processed a $bank check which should be received in the next 10-days to reimburse partial installation chargesThe oven has been checked by Sears Home Services and is operating as designedSince we have noted the actions taken to resolve Mr [redacted] concerns, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience and request for a replacement or refundAs clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchIt should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our websiteWith that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] telephone [redacted] and email address: [redacted] [redacted] alternate address is: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for detailsAfter reviewing the notes in the order, we found that the seller’s return policy is days and the company was not notified about this matter within their return policy timeframeIn closure, since Ms [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor her requestAs this decision is in accordance to our posted terms and conditions, we have closed our fileWe 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
Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Contact Name and Title: MELISSA [redacted] July 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Cortney [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms[redacted] ' complaint regarding her washer and her request to have the unit replaced under her Master Protection Agreement (MPA) Upon receipt of Ms[redacted] ' complaint, we reviewed her service history to determine whether she qualifies for a replacement washerOur records show that Ms[redacted] purchased the Master Protection Agreement (MPA) on January 31, Since the MPA went into effect, Ms[redacted] has had three service calls completed with partsAccording to the "No Lemon Guarantee" outlined within the MPA, a covered product will be considered for a replacement if there have been "four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Ms[redacted] ' washer has only had three qualifying repairs to dateHowever, if the washer fails before the MPA expires in January of 2016, she can send an email to Melissa.***@searshc.com to initiate the replacement processIn the interim, since we have explained why a replacement is currently not an option for Ms[redacted] , we ask that this matter be closed We apologize to Ms[redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sears has still not provided the manifest of repairs, which clearly shows all parts ordered and or service by Techs from searsSears has change pressure switch twice, lower harness twice, upper harness, motherboard, washer vater valve assembly timesso how it does not qualify for replacement is beyond me Final Business Response / [redacted] (4000, 9, 2015/07/20) */ Contact Name and Title: MELISSA [redacted] July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Cortney [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms[redacted] ' rebuttal to our previous response First, we would like to apologize to Ms[redacted] for failing her expectations in regard to the repair of her washerIn accordance with our offer to replace Ms[redacted] ' washer if she experienced further issues, our office processed an authorization for replacement on July 16, Based upon the features of Ms[redacted] ' current washer, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)An email was sent to Ms[redacted] on July 16, 2015, explaining the replacement processAs stated in the email, Ms[redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs[redacted] will need to provide the telephone number on record, (860) 728-8218, to verify the replacement authorizationThe new washer will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty until it's expiration on January 31, The manufacturer's warranty will continue until its expiration; one year from the date of deliveryWith that said, since we are providing Ms[redacted] with her requested resolution, we ask that this matter be closed Again, we apologize to Ms[redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist Final Consumer Response / [redacted] (2000, 11, 2015/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would Like to Thank Sears for taking care of the situation and all has been resolved
October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Carly A [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her tire order It is unfortunate that we failed Ms [redacted] expectations when she recently purchased tires online and visited our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, on October 20, 2016, we issued a refund check in the amount of $for Ms [redacted] online order Since this is the correct amount of Ms [redacted] online order, but she did not receive the Shop Your Way credit of $that was offered online when she purchased tires at the Sears Auto Center location, we have issued a second check in the amount of $to compensate for this difference Both checks are expected to arrive at the address she provided with her complaint within fifteen business days At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms [redacted] will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Ms [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
February 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her washer repair It is regrettable that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her washerWe value Mr [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance A service call was already scheduled for January 31, 201, so we wanted to ensure that the call would run as scheduled On the day of service, the technician installed the parts that had been ordered, but found that two additional parts were needed These parts were emergency ordered and the technician returned on February 2, 2017, to install the parts and complete the repair As a conciliatory gesture for the delay in repairing Ms [redacted] washer, we have processed a $check to assist her with any out-of-pocket laundry expenses she may have incurred; Ms [redacted] should receive the check in the next two weeks With that said, since we have completed the repair to Ms [redacted] washer, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - Isaac [redacted] Dear Ms [redacted] : We have not fully completed our investigation Mr [redacted] complaint regarding his snow blowerOnce we have completed our research we will provide an update of the situation and actions taken We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Serena [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's rebuttal complaint regarding her online order We have reviewed Ms [redacted] 's rebuttal and apologize if we have failed her expectationsAfter researching the check further our records show that the refund was processed on August 25, Therefore, the check should have arrived in the mail by September 8, If Ms [redacted] has still not received the check then we ask that she contact us via email at Eligia[redacted] @searshc.com so that we may track the check and re-process if necessaryAdditionally, we have processed a $gift card which will arrive in the mail within seven to ten business daysIf Ms [redacted] does not receive the gift card by September 23, 2015, then we ask that she contact us so that we may research it furtherWe apologize again for any inconvenience she may have experienced and respectfully ask to have this matter closed, pending her receipt of the check and gift card We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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, R [redacted]
September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Claudine A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the multiple service attempts on her washer and the service appointment availability As clarification, Ms [redacted] purchased a Master Protection Agreement that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “ must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”We have researched Ms [redacted] ’s service history, and under the aforementioned terms, on September 2, she did meet the criteria for replacement According to our notes, on September 5, our contract department authorized for the replacement of the washer due to the multiple repair attemptsMs [redacted] has been authorized for $ towards a replacement washer from SearsDelivery and haul away are covered with your protection agreementOnce the replacement has been delivered, the protection agreement will be transferred to the new oneThe authorization will expire within daysWith that being said, since we have provided Ms [redacted] with her requested resolution, 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
September 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding automotive services Upon receipt of [redacted] complaint, the auto center manager, [redacted] contacted [redacted] and although while replacing the brake pads does not involve anything with the cylinder for customer satisfaction the auto center manager did offer to refund the labor cost of the brake pads of $This was processed on to his debt card on August 28, If [redacted] is still in need of assistance he can contact [redacted] Since the resolution offered was acceptable to [redacted] we have closed our case We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Sears provided a credit on my account so that I could go in and replace the Sears Craftsman Lawn Mower that was lost in and by their Service Repair DivisionOn August 8, 2015, I picked up a Sears Craftsman replacement lawn mower at the local SearsI certainly appreciate the resolution of this issue But it must be noted that the resolution and took over two months, numerous phone calls and numerous emailsOnce I got in touch with the proper person in the escalation department, the issue resolved itself within days My confidence in Sears has been restored
June 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchaseWe would first like to thank Mr [redacted] for bringing this matter to our attentionWe have taken steps to have the error removedUnfortunately, we do not have case specifically for this drill, but we have added $worth of Shop Your Way Rewards points to Mr [redacted] account as a courtesy that he may use them towards the purchase of a tool box/bagIn light of the aforementioned information, we have closed our fileWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund We apologize for any inconvenience Ms [redacted] may have experienced with her order and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears issued a refund on December 16, A new physical gift card was mailed to Ms [redacted] additionally Sears Online provided $in Shop Your Way Reward points which she acceptedIn the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorPer the terms and conditions of the Master Protection Agreement covering Mr [redacted] refrigerator, it was approved for replacementMs [redacted] has been informed of the authorization to replace and I have also emailed Mr [redacted] to inform him as wellAt this time, since we have noted the authorization to replace the [redacted] refrigerator, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/25) */ September 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 with the problems he encountered when he scheduled service for his refrigerator It is unfortunate that we failed Mr[redacted] expectations when he recently scheduled a refrigerator repairWe 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 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 further Upon receipt of Mr[redacted] complaint we reached out to [redacted] District Operations Supervisor for Unit 6141, to assist with Mr[redacted] concernsMs[redacted] contacted Mr [redacted] and apologized for the technician not arriving for the scheduled appointmentThey agreed to schedule service for September 17, and she would monitor the serviceThe technician arrived on September 17, and inspected the refrigeratorHe was not able to hear any abnoises and determined that the refrigerator is workingMs[redacted] provided Mr [redacted] her contact information and requested that he contact her if the problem returnsWith that being said, since we have addressed the issue brought forth in Mr[redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) they did not fix my fridge, I had to call again.they said that I could get a new fridge because of my warrenty they were supposed to deliver it today( the earliest day) they brought a dented one and offered to give me sears rewards if I took iti did not and now the next delivery date is oct10(the earliest day)i think the file is nowhere near closedi`m still having to make calls and wait on sears Final Business Response / [redacted] (4000, 12, 2015/10/22) */ October 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] rebuttal to our response regarding his dissatisfaction with the problems he encountered with the delivery of his replacement refrigerator We apologize to Mr [redacted] for delay in the delivery of his refrigerator and that we failed to meet his expectationsFor his inconvenience, we issued Mr [redacted] a $gift card that was sent to him via regular mail on October 6, Our notes indicate that the refrigerator was delivered on October 10, and a manual work order was issued to reverse the refrigerator doors and it was scheduled for October 14, On October 13, Mr [redacted] stated that he would not be available for the time frame provided on October 14, and we rescheduled for October 17, We offered him a $gift card for the inconvenience again and it was sent to Mr [redacted] via email on October 13, Our technician arrived on October 17, to reverse the doors, but there was a problem with the hingeRegrettably, we had to order another replacement refrigerator for Mr***Our delivery team noted to reverse the doors on the refrigerator prior to the next deliveryThe refrigerator was delivered on October 20, and the order was completedWith that being said, since we have addressed the issued 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 Claims Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 14, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) our buisness is finished,the way it`s stated in their version is not exactly right but it`s done.I did get the gift cards and a new fridge but there was more calls and more rearranging of my schedule.their employees in home services were very good and delivery were good but everybody else I dealt with and I dealt with a lot, were not good at all
Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: Derrik [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding an oven rack he is waiting for from Sears Jerry [redacted] , Store Manager from the Sears Outlet in Chesapeake provided the following response: An additional oven rack has been ordered for Mr [redacted] and it is scheduled to arrive at his home on September 16, If Mr [redacted] has any additional concerns, he can contact me directly at 757-494-Since we have ordered the additional oven rack for Mr [redacted] , we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
July 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent purchase We would like to point out that the material provided with this patio furniture notes: “store indoors during long periods of inclement weatherMake sure furniture is completely dry before storageUse a proper outdoor cover when left outside during inclement weather or when not in use.” Accordingly, we feel that the exposure to harsh weather elements may have caused the breakdown Ms [redacted] spoke ofDespite that fact, we are going to allow Ms [redacted] to return the items in the interest of consumer satisfactionTo that end, a [redacted] Call Tag should be emailed to Ms [redacted] within business hoursWe have also sent an email with directions regarding how this should be handledOnce the item is received back in our warehouse, a refund will be issuedShould she have any other questions, Ms [redacted] may contact me during business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the fee she paid for a diagnosis to her vacuum First, we would like to apologize to Ms [redacted] for failing her expectations when she recently dropped her vacuum off for repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms [redacted] complaint, we contacted [redacted] with CarRepair for assistance Mr [redacted] responded that Ms [redacted] is entitled to a refund of her diagnostic fee since the part needed to repair the vacuum is no longer available He subsequently called Ms [redacted] and left her a voicemail asking that she return to the drop-off location at the Sears in Yonkers to pick up her refund Additionally, Mr [redacted] called the Sears location to advise them that Ms [redacted] would be coming in to receive a refund With that said, since we have documented Ms [redacted] concerns and have agreed to provide her with her requested refund, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
October 31, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Michael James [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for a part he refused upon delivery It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that a refund of $was issued to Mr [redacted] on October 5, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MsE [redacted] complaint regarding his dissatisfaction with our customer service It is unfortunate that we failed MsE [redacted] expectations with her scheduled a refrigerator repairWe value MsE [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 MsE [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 inconvenienceOur records show that a food loss reimbursement check was processed on May 30, in the amount of $as is a benefit under the Master Protection AgreementWe respectfully ask that this matter be closed, since we have repaired MsE [redacted] refrigerator and noted her candid feedback Again, we apologize to MsE [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]
[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 installation of an oven from Sears [redacted] Sears Installation Solutions Customer Advocate provided the following response: It is unfortunate that we failed Mr [redacted] expectations when issues arose regarding the installation of his oven We value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWe have processed a $bank check which should be received in the next 10-days to reimburse partial installation chargesThe oven has been checked by Sears Home Services and is operating as designedSince we have noted the actions taken to resolve Mr [redacted] concerns, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience and request for a replacement or refundAs clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchIt should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our websiteWith that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] telephone [redacted] and email address: [redacted] [redacted] alternate address is: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for detailsAfter reviewing the notes in the order, we found that the seller’s return policy is days and the company was not notified about this matter within their return policy timeframeIn closure, since Ms [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor her requestAs this decision is in accordance to our posted terms and conditions, we have closed our fileWe 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
Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Contact Name and Title: MELISSA [redacted] July 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Cortney [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms[redacted] ' complaint regarding her washer and her request to have the unit replaced under her Master Protection Agreement (MPA) Upon receipt of Ms[redacted] ' complaint, we reviewed her service history to determine whether she qualifies for a replacement washerOur records show that Ms[redacted] purchased the Master Protection Agreement (MPA) on January 31, Since the MPA went into effect, Ms[redacted] has had three service calls completed with partsAccording to the "No Lemon Guarantee" outlined within the MPA, a covered product will be considered for a replacement if there have been "four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Ms[redacted] ' washer has only had three qualifying repairs to dateHowever, if the washer fails before the MPA expires in January of 2016, she can send an email to Melissa.***@searshc.com to initiate the replacement processIn the interim, since we have explained why a replacement is currently not an option for Ms[redacted] , we ask that this matter be closed We apologize to Ms[redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sears has still not provided the manifest of repairs, which clearly shows all parts ordered and or service by Techs from searsSears has change pressure switch twice, lower harness twice, upper harness, motherboard, washer vater valve assembly timesso how it does not qualify for replacement is beyond me Final Business Response / [redacted] (4000, 9, 2015/07/20) */ Contact Name and Title: MELISSA [redacted] July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Cortney [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms[redacted] ' rebuttal to our previous response First, we would like to apologize to Ms[redacted] for failing her expectations in regard to the repair of her washerIn accordance with our offer to replace Ms[redacted] ' washer if she experienced further issues, our office processed an authorization for replacement on July 16, Based upon the features of Ms[redacted] ' current washer, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)An email was sent to Ms[redacted] on July 16, 2015, explaining the replacement processAs stated in the email, Ms[redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs[redacted] will need to provide the telephone number on record, (860) 728-8218, to verify the replacement authorizationThe new washer will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty until it's expiration on January 31, The manufacturer's warranty will continue until its expiration; one year from the date of deliveryWith that said, since we are providing Ms[redacted] with her requested resolution, we ask that this matter be closed Again, we apologize to Ms[redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist Final Consumer Response / [redacted] (2000, 11, 2015/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would Like to Thank Sears for taking care of the situation and all has been resolved
October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Carly A [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her tire order It is unfortunate that we failed Ms [redacted] expectations when she recently purchased tires online and visited our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, on October 20, 2016, we issued a refund check in the amount of $for Ms [redacted] online order Since this is the correct amount of Ms [redacted] online order, but she did not receive the Shop Your Way credit of $that was offered online when she purchased tires at the Sears Auto Center location, we have issued a second check in the amount of $to compensate for this difference Both checks are expected to arrive at the address she provided with her complaint within fifteen business days At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms [redacted] will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Ms [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
February 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her washer repair It is regrettable that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her washerWe value Mr [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance A service call was already scheduled for January 31, 201, so we wanted to ensure that the call would run as scheduled On the day of service, the technician installed the parts that had been ordered, but found that two additional parts were needed These parts were emergency ordered and the technician returned on February 2, 2017, to install the parts and complete the repair As a conciliatory gesture for the delay in repairing Ms [redacted] washer, we have processed a $check to assist her with any out-of-pocket laundry expenses she may have incurred; Ms [redacted] should receive the check in the next two weeks With that said, since we have completed the repair to Ms [redacted] washer, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - Isaac [redacted] Dear Ms [redacted] : We have not fully completed our investigation Mr [redacted] complaint regarding his snow blowerOnce we have completed our research we will provide an update of the situation and actions taken We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Serena [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's rebuttal complaint regarding her online order We have reviewed Ms [redacted] 's rebuttal and apologize if we have failed her expectationsAfter researching the check further our records show that the refund was processed on August 25, Therefore, the check should have arrived in the mail by September 8, If Ms [redacted] has still not received the check then we ask that she contact us via email at Eligia[redacted] @searshc.com so that we may track the check and re-process if necessaryAdditionally, we have processed a $gift card which will arrive in the mail within seven to ten business daysIf Ms [redacted] does not receive the gift card by September 23, 2015, then we ask that she contact us so that we may research it furtherWe apologize again for any inconvenience she may have experienced and respectfully ask to have this matter closed, pending her receipt of the check and gift card We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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, R [redacted]
September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Claudine A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the multiple service attempts on her washer and the service appointment availability As clarification, Ms [redacted] purchased a Master Protection Agreement that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “ must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”We have researched Ms [redacted] ’s service history, and under the aforementioned terms, on September 2, she did meet the criteria for replacement According to our notes, on September 5, our contract department authorized for the replacement of the washer due to the multiple repair attemptsMs [redacted] has been authorized for $ towards a replacement washer from SearsDelivery and haul away are covered with your protection agreementOnce the replacement has been delivered, the protection agreement will be transferred to the new oneThe authorization will expire within daysWith that being said, since we have provided Ms [redacted] with her requested resolution, 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
September 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding automotive services Upon receipt of [redacted] complaint, the auto center manager, [redacted] contacted [redacted] and although while replacing the brake pads does not involve anything with the cylinder for customer satisfaction the auto center manager did offer to refund the labor cost of the brake pads of $This was processed on to his debt card on August 28, If [redacted] is still in need of assistance he can contact [redacted] Since the resolution offered was acceptable to [redacted] we have closed our case We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Sears provided a credit on my account so that I could go in and replace the Sears Craftsman Lawn Mower that was lost in and by their Service Repair DivisionOn August 8, 2015, I picked up a Sears Craftsman replacement lawn mower at the local SearsI certainly appreciate the resolution of this issue But it must be noted that the resolution and took over two months, numerous phone calls and numerous emailsOnce I got in touch with the proper person in the escalation department, the issue resolved itself within days My confidence in Sears has been restored
June 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchaseWe would first like to thank Mr [redacted] for bringing this matter to our attentionWe have taken steps to have the error removedUnfortunately, we do not have case specifically for this drill, but we have added $worth of Shop Your Way Rewards points to Mr [redacted] account as a courtesy that he may use them towards the purchase of a tool box/bagIn light of the aforementioned information, we have closed our fileWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund We apologize for any inconvenience Ms [redacted] may have experienced with her order and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears issued a refund on December 16, A new physical gift card was mailed to Ms [redacted] additionally Sears Online provided $in Shop Your Way Reward points which she acceptedIn the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorPer the terms and conditions of the Master Protection Agreement covering Mr [redacted] refrigerator, it was approved for replacementMs [redacted] has been informed of the authorization to replace and I have also emailed Mr [redacted] to inform him as wellAt this time, since we have noted the authorization to replace the [redacted] refrigerator, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/25) */ September 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 with the problems he encountered when he scheduled service for his refrigerator It is unfortunate that we failed Mr[redacted] expectations when he recently scheduled a refrigerator repairWe 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 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 further Upon receipt of Mr[redacted] complaint we reached out to [redacted] District Operations Supervisor for Unit 6141, to assist with Mr[redacted] concernsMs[redacted] contacted Mr [redacted] and apologized for the technician not arriving for the scheduled appointmentThey agreed to schedule service for September 17, and she would monitor the serviceThe technician arrived on September 17, and inspected the refrigeratorHe was not able to hear any abnoises and determined that the refrigerator is workingMs[redacted] provided Mr [redacted] her contact information and requested that he contact her if the problem returnsWith that being said, since we have addressed the issue brought forth in Mr[redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) they did not fix my fridge, I had to call again.they said that I could get a new fridge because of my warrenty they were supposed to deliver it today( the earliest day) they brought a dented one and offered to give me sears rewards if I took iti did not and now the next delivery date is oct10(the earliest day)i think the file is nowhere near closedi`m still having to make calls and wait on sears Final Business Response / [redacted] (4000, 12, 2015/10/22) */ October 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] rebuttal to our response regarding his dissatisfaction with the problems he encountered with the delivery of his replacement refrigerator We apologize to Mr [redacted] for delay in the delivery of his refrigerator and that we failed to meet his expectationsFor his inconvenience, we issued Mr [redacted] a $gift card that was sent to him via regular mail on October 6, Our notes indicate that the refrigerator was delivered on October 10, and a manual work order was issued to reverse the refrigerator doors and it was scheduled for October 14, On October 13, Mr [redacted] stated that he would not be available for the time frame provided on October 14, and we rescheduled for October 17, We offered him a $gift card for the inconvenience again and it was sent to Mr [redacted] via email on October 13, Our technician arrived on October 17, to reverse the doors, but there was a problem with the hingeRegrettably, we had to order another replacement refrigerator for Mr***Our delivery team noted to reverse the doors on the refrigerator prior to the next deliveryThe refrigerator was delivered on October 20, and the order was completedWith that being said, since we have addressed the issued 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 Claims Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 14, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) our buisness is finished,the way it`s stated in their version is not exactly right but it`s done.I did get the gift cards and a new fridge but there was more calls and more rearranging of my schedule.their employees in home services were very good and delivery were good but everybody else I dealt with and I dealt with a lot, were not good at all