Complaint: [redacted] I am rejecting this response because: The purpose of filing the complaint with Revdex.com was so my concern would be addressed by the corporate office team not by the store manager of the locationI am 100% confused on why my information was given to him to address my issuesIf I wanted to speak with the store manager I would have contacted the storeAt no time did the manager offer to do anything to address the issue at all concerning the funds spent on the unusable groupon I had already purchased as well as the time wasted because he or anyone employed under him failed to contact meI have not visited a Sears location in a few years because their services seems be going down hill nowI tried again with the service centers but once again complete disappointmentThis will be the last time! Never again! And will be happy to give reviews everywhere I can Sincerely, Kynesha [redacted]
May 1, [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 with the return of the range he ordered online from our Sears Outlet Store As previously stated, Mr [redacted] confirmed that the range had failed again after the repair and arrangements were made with [redacted] Logistics to pick up the rangeSince the outlet store had closed, the unit was returned to our local warehouseMr [redacted] confirmed that [redacted] Logistics pickthe range and requested assistance with expediting his refund for the returnWe received confirmation that the range was returned and our attempts to process the refund to Mr [redacted] account failedTherefore, we issued the refund on two separate bank checks; $and $for a total of $Mr [redacted] should receive the bank checks via mail within – business daysIn the interim, 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]
January 26, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have... completed our investigation regarding Ms. [redacted] complaint regarding her TV. Ms. [redacted] has been authorized to receive a comparable replacement TV and her local store has been trying to make the necessary arrangements. Ms. [redacted] may contact Store Manager [redacted] or Assistant Manager [redacted] during normal business hours if she wishes to discuss. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 8, 2015/05/20) */ Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Daniel [redacted] # [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] 's complaint regarding Sears Home... Services and repairs to his dishwasher. Craig [redacted] , Sears Home Services, District Operations Manager, provided the following response: Repairs to Mr. [redacted] 's dishwasher were completed during a service call on Tuesday, May 19, 2015. Due to a system issue, we are not able to notate in detail what was done during the service call. If Mr. [redacted] has any outstanding concerns, I invite him to contact me at 603/642-0338. At this time, since we have completed the repairs to the dishwasher, we ask that this complaint be closed. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response that was provided and I have left a voice mail for the name and number provided above. Although service has been provide the dishwasher and new parts put in still do not work! Since my original complaint, we have had another service call performed (on 5/19) where an additional three new parts were replaced. Since our service call yesterday, one of the replaced parts has already fallen off and one of the top drawers (that was service in the past) still does not work properly. So in conclusion, we have had numerous service calls with new part replacements totaling 5 and my dishwasher still does not run properly! We are still forced to bungee cord the main door closed which remains a safety issue. I would hope that Sears relook at their position based on the details and facts of this particular case. Final Business Response / [redacted] (4000, 12, 2015/05/21) */ Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Daniel [redacted] # [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] 's rebuttal regarding Sears Home Services and repairs to his dishwasher. We would like to offer Mr. [redacted] a store credit of $1227.99, the amount he paid for his dishwasher to be used towards a replacement dishwasher. All Mr. [redacted] would need to do is provide me with the 5 digit Sears item number of the dishwasher he would like and I will get the exchange processed as well as the installation of the new unit and removal of the old. Mr. [redacted] can email me his selection to [email protected] or he can call me at [redacted] We will provide an additional update once this issue has been resolved to Mr. [redacted] 's satisfaction. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Final Consumer Response / [redacted] (2000, 14, 2015/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I emailed Adam [redacted] with the specifics of the new dishwasher we want on 5/28. Thanks you for your help in resolving this matter. If it were not for the BBB we would still be "arguing" with Sears, so I genuinely appreciate your assistance. Dan [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Mindy ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding a purchase made through [redacted] Our office has been advised that Ms***’s order has been cancelled and a refund was processed back to her Visa card ending in Typically a consumer can expect a credit to post to a credit card within 3-days of processingWe truly apologize to Ms [redacted] for the inconvenience noted in her complaintAt this time, since we have cancelled Ms***’s order and providing her with her desired resolution, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
April 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide a replacement tablet It is unfortunate that we failed Mrs [redacted] expectations when she recently visited KmartWe value Mrs [redacted] patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, [redacted] Manager for Kmart Store number ***, arranged an exchange for Mrs [redacted] at the store where she purchased her tablet and contacted her by telephone on April 13, 2015, to inform her that she would receive the next size up since her original purchase was no longer availableMrs [redacted] indicated that this met with her approval and agreed to return to our store to complete the exchangeAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Mrs [redacted] will allow us an opportunity to provide her with a more satisfactory example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Mrs [redacted] comments and an equitable resolution has been proposed 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] ***
September 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Kelvonia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the patio set that was not available once she paid it off via a layaway Our records indicate that Ms [redacted] also voiced her concerns via our customer support group and they reached out to the store where the layaway was madeThe store responded to them and said that they had the patio set at the store ready to pick up and that they were attempting to reach Ms [redacted] via phone and emailThat was the beginning of August and there were no further updates so it appears the store was able to assist Ms***If that is not the case and she still requires assistance with this issue, then she is welcome to contact me via email at Dana [redacted] @searshc.com or via phone at [redacted] In the interim, since the store did get the patio set sent to the store for Ms [redacted] to pick it up, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana [redacted] @searshc.com
[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 Auto CenterWe forwarded the information provided by Mr [redacted] to the Sears Auto Center District and Regional Managers, who were aware of the situationThere is an ongoing internal investigation addressing the issueSears Holding Corporation does not make the results of such investigations publicThat said 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]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the estimate she initially accepted to repair her washer, and her inability to receive a refund for the part once she canceled the service order and the part was returned.As clarification, once our estimate is accepted if a part needs to be ordered then our technician collects the price of the part and our minimum labor fee of $When the technician returns to install the part, he or she would then collect the balance of the laborWe would also note that once the part has been ordered, it is impossible to stop the order unless the part happened to be on back-order in which case it would not already be in a shipped statusOtherwise, once the process starts the customer would have to wait to have the part delivered, and then return it, before any refund would be possibleIn [redacted] case, when she canceled the repair she had a delay in receiving a refund because the part had to be delivered and then returnedOnce this happened her service order should have been closed out as a declined estimate so that we only retained the $minimum fee and it would have generated a refund to her for the remaining $Unfortunately, it was not closed out correctly and instead reflected that no refund was dueBecause of the delay in providing the refund [redacted] was entitled to receive, we are willing to refund her in full for the service call even though she would normally have only received the partial amountTo process the refund though, we need the remaining digits of the digit [redacted] number ending in ***; since the transaction was processed so long ago the full account number is no longer viewable in our system [redacted] can email me at [redacted] or call me at [redacted] to provide that information (we would note that we do NOT need the expiration date or security code for the card as these are not needed to process a refund)Once we have received the account information we will process a refund for $In the interim, since we are only awaiting [redacted] response to complete the resolution, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Tell us why here...January 5, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We apologize for any misunderstandings Mr [redacted] had in regards to his service callWe have been advised his complaint has been resolved, and is making its way through the system in regards to the phone calls and lettersHowever, if Mr [redacted] receives any calls or letters, he is to contact me with a name and number so I can contact the responsible person immediatelyMr [redacted] has not and will not be reported to any credit bureaus, per the service side of SearsWe are not required to pay compensation and do not feel any is due at this time At this time we respectfully request you close your fileOn behalf of SHIP, please know we value Mr [redacted] as a customer and apologize for any inconveniences he may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Anthony ***/1st class postage
Complaint: [redacted] I am rejecting this response because: we paid $a month for insurance and not getting the service as expected on top of paying for expensive co-pay every-timeNone of these were explained at the time we purchased the insuranceWe bought the trash-compactor from Sears originallyThe company got proof that the trash compactor was working because of the simple nob change the year beforeSeveral support persons understood problem tried to help but the corporation ignored the reasonable factWhen I called, the company should not send any technician to evaluate the trash compactor if it's not approved to start with and also took the copay money We want our money back and cancel the subscription all together without any extra charge Sincerely, Roxy S [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Stephanie T [redacted]
December 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’s rebuttal District Manager [redacted] has spoken with Mr [redacted] and he has her cell phone number in case he should have any further concerns or questions 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]
October 26, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: 1st Class US Postage Via email: [redacted] Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Ms [redacted] SHIP has complied with numerous demands she set forth to resolve her complaintsSHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documentsTo address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6thThe installers were running late due to heavy traffic, but kept in touch with Ms [redacted] to advise her of their arrival timeUpon the installer’s arrival, Ms [redacted] refused to allow them to complete the installationThis is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms [redacted] while she allowed her dogs run them off the property Florida is a right to cure state and we have copious documentation to show our attempts to complete her installationWe also have copious amounts of documentation and notes to show that Ms [redacted] has repeatedly refused and blocked any attempt to complete the minor punch list itemsDue to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bentTo reimburse her for these items, SHIP has sent a check via ***/Signature required and she may repair those items at her leisureThis will substantially complete her contract with SHIPMs [redacted] will be responsible for contacting the [redacted] Department upon completion of these items to inspect and finalize the permit At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf 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] ***
February 14, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the charge he paid for a diagnosisOur records indicate that around the same time Mr [redacted] filed his complaint he was contacted by our Executive Customer Relations groupThey assisted him with his concerns and ended up issuing him a refund for the disputed amountSince it was our understanding that this resolution met with Mr [redacted] satisfaction and it was completed over a month ago, 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 concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Tony [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 his dissatisfaction with his recent service experience It is unfortunate that we failed Mr [redacted] expectations when he recently tried to scheduled service for his vacuum cleanerWe value Mr [redacted] patronage and we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted At the time Mr [redacted] purchased his MPA his local store did do some service repairs unfortunately over the years there were some changes to the Sears repair centers, some were closed and or consolidatedAs our records show that Mr [redacted] never did use his MPA we offered and processed a full refund of the MPA purchase price of $Mr [redacted] has my direct contact information if he needs additional assistanceSince we have processed the refund for Mr [redacted] of the MPA and it is our understanding that this resolution met with his approval we have closed our case Again, we apologize to Mr [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]
October 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Teresa MB [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her customer service experience upon the delivery of her purchased fridge.After reviewing MsB [redacted] complaint and our records, we were able to determine that on the day of delivering her purchased appliance, the delivery drivers called customer service to report that the fridge did not fit through the front doorwayWe would like to clarify that if the delivery drivers find that it may be a liability issue to attempt to complete the install of an appliance, they will not attempt to force the merchandise through a doorway as this may cause damage to the customer’s home and the applianceOur records show that once MsB [redacted] was informed of this, she decided to return back to the selling store and reselect a smaller fridgeOn August 24, a check in the original amount paid of $1,was issued to MsB [redacted] Since we were able to confirm that MsB [redacted] was credited accordingly, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
July 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94***- Kristen [redacted] Dear Ms [redacted] , This letter will acknowledge the receipt of additional information from Mrs [redacted] regarding her television repair request As clarification, our response was submitted prior to the date Mrs [redacted] states she spoke with GT ElectronicsWe have forwarded the additional information and details Mrs [redacted] provided about her contact with GT Electronics to Elizabeth [redacted] , who will return to the office on July 13, 2015, and our Authorized Services Department ManagerWe are committed to providing a fair and equitable resolution and at any time during this process, Mrs [redacted] is welcome to contact or leave messages for Ms [redacted] at 407- [redacted] , or speak directly with GT Electronics at 907- [redacted] We have documented Mrs***'s additional concerns and respectfully ask to have this matter closed, pending the completion of the proposed services We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 512- [redacted] 1-800- [redacted] ***
April 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 [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms [redacted] expectations and we can understand her frustration with the series of events noted in her complaintWe regret that this incident occurred, 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 sent an email correspondence and left a message advising that we would like to assist in resolving this matterMr [redacted] returned our call and indicated that he would be coming into the store to receive the refundAdditionally, we hope that in the future the [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted 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
Complaint: [redacted] I am rejecting this response because: The purpose of filing the complaint with Revdex.com was so my concern would be addressed by the corporate office team not by the store manager of the locationI am 100% confused on why my information was given to him to address my issuesIf I wanted to speak with the store manager I would have contacted the storeAt no time did the manager offer to do anything to address the issue at all concerning the funds spent on the unusable groupon I had already purchased as well as the time wasted because he or anyone employed under him failed to contact meI have not visited a Sears location in a few years because their services seems be going down hill nowI tried again with the service centers but once again complete disappointmentThis will be the last time! Never again! And will be happy to give reviews everywhere I can Sincerely, Kynesha [redacted]
May 1, [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 with the return of the range he ordered online from our Sears Outlet Store As previously stated, Mr [redacted] confirmed that the range had failed again after the repair and arrangements were made with [redacted] Logistics to pick up the rangeSince the outlet store had closed, the unit was returned to our local warehouseMr [redacted] confirmed that [redacted] Logistics pickthe range and requested assistance with expediting his refund for the returnWe received confirmation that the range was returned and our attempts to process the refund to Mr [redacted] account failedTherefore, we issued the refund on two separate bank checks; $and $for a total of $Mr [redacted] should receive the bank checks via mail within – business daysIn the interim, 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]
January 26, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have... completed our investigation regarding Ms. [redacted] complaint regarding her TV. Ms. [redacted] has been authorized to receive a comparable replacement TV and her local store has been trying to make the necessary arrangements. Ms. [redacted] may contact Store Manager [redacted] or Assistant Manager [redacted] during normal business hours if she wishes to discuss. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 8, 2015/05/20) */ Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Daniel [redacted] # [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] 's complaint regarding Sears Home... Services and repairs to his dishwasher. Craig [redacted] , Sears Home Services, District Operations Manager, provided the following response: Repairs to Mr. [redacted] 's dishwasher were completed during a service call on Tuesday, May 19, 2015. Due to a system issue, we are not able to notate in detail what was done during the service call. If Mr. [redacted] has any outstanding concerns, I invite him to contact me at 603/642-0338. At this time, since we have completed the repairs to the dishwasher, we ask that this complaint be closed. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response that was provided and I have left a voice mail for the name and number provided above. Although service has been provide the dishwasher and new parts put in still do not work! Since my original complaint, we have had another service call performed (on 5/19) where an additional three new parts were replaced. Since our service call yesterday, one of the replaced parts has already fallen off and one of the top drawers (that was service in the past) still does not work properly. So in conclusion, we have had numerous service calls with new part replacements totaling 5 and my dishwasher still does not run properly! We are still forced to bungee cord the main door closed which remains a safety issue. I would hope that Sears relook at their position based on the details and facts of this particular case. Final Business Response / [redacted] (4000, 12, 2015/05/21) */ Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Daniel [redacted] # [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] 's rebuttal regarding Sears Home Services and repairs to his dishwasher. We would like to offer Mr. [redacted] a store credit of $1227.99, the amount he paid for his dishwasher to be used towards a replacement dishwasher. All Mr. [redacted] would need to do is provide me with the 5 digit Sears item number of the dishwasher he would like and I will get the exchange processed as well as the installation of the new unit and removal of the old. Mr. [redacted] can email me his selection to [email protected] or he can call me at [redacted] We will provide an additional update once this issue has been resolved to Mr. [redacted] 's satisfaction. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Final Consumer Response / [redacted] (2000, 14, 2015/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I emailed Adam [redacted] with the specifics of the new dishwasher we want on 5/28. Thanks you for your help in resolving this matter. If it were not for the BBB we would still be "arguing" with Sears, so I genuinely appreciate your assistance. Dan [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Mindy ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding a purchase made through [redacted] Our office has been advised that Ms***’s order has been cancelled and a refund was processed back to her Visa card ending in Typically a consumer can expect a credit to post to a credit card within 3-days of processingWe truly apologize to Ms [redacted] for the inconvenience noted in her complaintAt this time, since we have cancelled Ms***’s order and providing her with her desired resolution, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
April 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide a replacement tablet It is unfortunate that we failed Mrs [redacted] expectations when she recently visited KmartWe value Mrs [redacted] patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, [redacted] Manager for Kmart Store number ***, arranged an exchange for Mrs [redacted] at the store where she purchased her tablet and contacted her by telephone on April 13, 2015, to inform her that she would receive the next size up since her original purchase was no longer availableMrs [redacted] indicated that this met with her approval and agreed to return to our store to complete the exchangeAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Mrs [redacted] will allow us an opportunity to provide her with a more satisfactory example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Mrs [redacted] comments and an equitable resolution has been proposed 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] ***
September 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Kelvonia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the patio set that was not available once she paid it off via a layaway Our records indicate that Ms [redacted] also voiced her concerns via our customer support group and they reached out to the store where the layaway was madeThe store responded to them and said that they had the patio set at the store ready to pick up and that they were attempting to reach Ms [redacted] via phone and emailThat was the beginning of August and there were no further updates so it appears the store was able to assist Ms***If that is not the case and she still requires assistance with this issue, then she is welcome to contact me via email at Dana [redacted] @searshc.com or via phone at [redacted] In the interim, since the store did get the patio set sent to the store for Ms [redacted] to pick it up, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana [redacted] @searshc.com
[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 Auto CenterWe forwarded the information provided by Mr [redacted] to the Sears Auto Center District and Regional Managers, who were aware of the situationThere is an ongoing internal investigation addressing the issueSears Holding Corporation does not make the results of such investigations publicThat said 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]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the estimate she initially accepted to repair her washer, and her inability to receive a refund for the part once she canceled the service order and the part was returned.As clarification, once our estimate is accepted if a part needs to be ordered then our technician collects the price of the part and our minimum labor fee of $When the technician returns to install the part, he or she would then collect the balance of the laborWe would also note that once the part has been ordered, it is impossible to stop the order unless the part happened to be on back-order in which case it would not already be in a shipped statusOtherwise, once the process starts the customer would have to wait to have the part delivered, and then return it, before any refund would be possibleIn [redacted] case, when she canceled the repair she had a delay in receiving a refund because the part had to be delivered and then returnedOnce this happened her service order should have been closed out as a declined estimate so that we only retained the $minimum fee and it would have generated a refund to her for the remaining $Unfortunately, it was not closed out correctly and instead reflected that no refund was dueBecause of the delay in providing the refund [redacted] was entitled to receive, we are willing to refund her in full for the service call even though she would normally have only received the partial amountTo process the refund though, we need the remaining digits of the digit [redacted] number ending in ***; since the transaction was processed so long ago the full account number is no longer viewable in our system [redacted] can email me at [redacted] or call me at [redacted] to provide that information (we would note that we do NOT need the expiration date or security code for the card as these are not needed to process a refund)Once we have received the account information we will process a refund for $In the interim, since we are only awaiting [redacted] response to complete the resolution, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Tell us why here...January 5, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We apologize for any misunderstandings Mr [redacted] had in regards to his service callWe have been advised his complaint has been resolved, and is making its way through the system in regards to the phone calls and lettersHowever, if Mr [redacted] receives any calls or letters, he is to contact me with a name and number so I can contact the responsible person immediatelyMr [redacted] has not and will not be reported to any credit bureaus, per the service side of SearsWe are not required to pay compensation and do not feel any is due at this time At this time we respectfully request you close your fileOn behalf of SHIP, please know we value Mr [redacted] as a customer and apologize for any inconveniences he may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Anthony ***/1st class postage
Complaint: [redacted] I am rejecting this response because: we paid $a month for insurance and not getting the service as expected on top of paying for expensive co-pay every-timeNone of these were explained at the time we purchased the insuranceWe bought the trash-compactor from Sears originallyThe company got proof that the trash compactor was working because of the simple nob change the year beforeSeveral support persons understood problem tried to help but the corporation ignored the reasonable factWhen I called, the company should not send any technician to evaluate the trash compactor if it's not approved to start with and also took the copay money We want our money back and cancel the subscription all together without any extra charge Sincerely, Roxy S [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Stephanie T [redacted]
December 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’s rebuttal District Manager [redacted] has spoken with Mr [redacted] and he has her cell phone number in case he should have any further concerns or questions 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]
October 26, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: 1st Class US Postage Via email: [redacted] Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Ms [redacted] SHIP has complied with numerous demands she set forth to resolve her complaintsSHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documentsTo address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6thThe installers were running late due to heavy traffic, but kept in touch with Ms [redacted] to advise her of their arrival timeUpon the installer’s arrival, Ms [redacted] refused to allow them to complete the installationThis is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms [redacted] while she allowed her dogs run them off the property Florida is a right to cure state and we have copious documentation to show our attempts to complete her installationWe also have copious amounts of documentation and notes to show that Ms [redacted] has repeatedly refused and blocked any attempt to complete the minor punch list itemsDue to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bentTo reimburse her for these items, SHIP has sent a check via ***/Signature required and she may repair those items at her leisureThis will substantially complete her contract with SHIPMs [redacted] will be responsible for contacting the [redacted] Department upon completion of these items to inspect and finalize the permit At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf 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] ***
February 14, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the charge he paid for a diagnosisOur records indicate that around the same time Mr [redacted] filed his complaint he was contacted by our Executive Customer Relations groupThey assisted him with his concerns and ended up issuing him a refund for the disputed amountSince it was our understanding that this resolution met with Mr [redacted] satisfaction and it was completed over a month ago, 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 concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Tony [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 his dissatisfaction with his recent service experience It is unfortunate that we failed Mr [redacted] expectations when he recently tried to scheduled service for his vacuum cleanerWe value Mr [redacted] patronage and we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted At the time Mr [redacted] purchased his MPA his local store did do some service repairs unfortunately over the years there were some changes to the Sears repair centers, some were closed and or consolidatedAs our records show that Mr [redacted] never did use his MPA we offered and processed a full refund of the MPA purchase price of $Mr [redacted] has my direct contact information if he needs additional assistanceSince we have processed the refund for Mr [redacted] of the MPA and it is our understanding that this resolution met with his approval we have closed our case Again, we apologize to Mr [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]
October 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Teresa MB [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her customer service experience upon the delivery of her purchased fridge.After reviewing MsB [redacted] complaint and our records, we were able to determine that on the day of delivering her purchased appliance, the delivery drivers called customer service to report that the fridge did not fit through the front doorwayWe would like to clarify that if the delivery drivers find that it may be a liability issue to attempt to complete the install of an appliance, they will not attempt to force the merchandise through a doorway as this may cause damage to the customer’s home and the applianceOur records show that once MsB [redacted] was informed of this, she decided to return back to the selling store and reselect a smaller fridgeOn August 24, a check in the original amount paid of $1,was issued to MsB [redacted] Since we were able to confirm that MsB [redacted] was credited accordingly, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
July 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94***- Kristen [redacted] Dear Ms [redacted] , This letter will acknowledge the receipt of additional information from Mrs [redacted] regarding her television repair request As clarification, our response was submitted prior to the date Mrs [redacted] states she spoke with GT ElectronicsWe have forwarded the additional information and details Mrs [redacted] provided about her contact with GT Electronics to Elizabeth [redacted] , who will return to the office on July 13, 2015, and our Authorized Services Department ManagerWe are committed to providing a fair and equitable resolution and at any time during this process, Mrs [redacted] is welcome to contact or leave messages for Ms [redacted] at 407- [redacted] , or speak directly with GT Electronics at 907- [redacted] We have documented Mrs***'s additional concerns and respectfully ask to have this matter closed, pending the completion of the proposed services We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 512- [redacted] 1-800- [redacted] ***
April 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 [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms [redacted] expectations and we can understand her frustration with the series of events noted in her complaintWe regret that this incident occurred, 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 sent an email correspondence and left a message advising that we would like to assist in resolving this matterMr [redacted] returned our call and indicated that he would be coming into the store to receive the refundAdditionally, we hope that in the future the [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted 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