July 31, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Michael [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with our customer service and receipt of the incorrect item It is unfortunate that we failed Mr [redacted] 's expectations when he recently placed an order with SearsWe value Mr [redacted] 's patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, our Store Manager offered Mr [redacted] a $gift card as an apology for his experienceMr [redacted] accepted this offer and indicated that it met with his approvalAt this time, we can only reiterate that truly regret any inconvenience he may have experiencedWe hope that in the future Mr [redacted] will allow us an opportunity to provide him 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 possibleWe respectfully ask to have this matter closed, since we have noted Mr [redacted] 's comments and an equitable resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 512- [redacted] 1-800- [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ September 24, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have not completed the investigation of Mr[redacted] complaint regarding the alleged damage that was done to his residence upon the delivery of his purchased appliance After receiving Mr[redacted] complaint, we forwarded his complaint to the District Operations ManagerOur investigation continues in this matter and we are awaiting a response and kindly request an additional 7- days to finish the investigation and resolve this complaint 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/SHC Direct - [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not been able to find someone who can match the tilesI do not know what else to do with the issue Thank You [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Marianne [redacted] # [redacted] Dear MsVirghes: We have completed the investigation of Ms [redacted] ’s complaint regarding repairs to her dishwasherSears Home Services dispatched two technicians to Ms [redacted] ’s home this morning, February 15, 2017, to repair her dishwasherIt is the contention of our technicians that they cannot remove the dishwasher to repair and reinstall without causing damage to Ms [redacted] ’s countertopAlmost years ago, in June of 2008, Sears did have the dishwasher installed by one of our installation contractorsFrom looking at a picture of the countertop where the dishwasher attaches, it looks as though the countertop is failingIt is the Sears technicians contention that we cannot uninstall the dishwasher without possibly causing damage to the countertopWe feel it is important to add that per the terms and conditions of the Repair Protection Agreement (RPA) that covers the dishwasher, it states verbatim: SAFETY AND ACCESSIBILITYIn the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable causeIn order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered ProductFailure to comply with these conditions may be cause for cancellation of this AgreementWe would like to add that the technician’s did ask and Ms [redacted] declined to sign a release, which states verbatim: “In order to repair your appliance, it must be movedThere is a possibility of damage of which you should be made awareAlthough we are careful, many floor covering materials in use today are soft, and appliances tend to depress the floor covering and sometimes will adhere to itMovement can sometimes cause a tear or deep scratches on the flooringIn addition, some buiappliances become wedged too tightly and are difficult, if not impossible to move without marring the surrounding areaIn order to avoid a possible misunderstanding later, please sign this release form below, acknowledging that I discussed this potential with you before moving the appliance” That said we now find ourselves at an impasse with Ms [redacted] We are ready and willing to repair the dishwasher but cannot be responsible to damage to her home due to the aforementioned concernsIf Ms [redacted] would like to cancel her RPA and request a refund, she can contact our Protection Agreement Office at 800-927-Since we cannot move forward, 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 Churchin Regulatory Claims Specialist Sears Holdings Corporation [email protected]
February 14, [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 problems she encountered with the exchange of a damaged table and the customer service she received at the store Upon receipt of Ms [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with her complaint [redacted] contacted Ms [redacted] apologized for any inconvenience this may have caused her or her brotherHe advised her that he secured the remaining table at the storeFor customer satisfaction, he offered to deliver it to her brother’s home as well; Ms [redacted] accepted the offer We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms [redacted] expectationsWe can assure Ms [redacted] that any variance from our accepted business practices and policies have been addressedWith that being said, we respectfully request this case be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept the conditions as stated above and appreciate the swift response for assistance from both the Revdex.com and SearsSince my request for assistance from Sears had been mishandled and sidelined since July with no end in sight, I am certain that had I not contacted the Revdex.com, this case would not have come to such a quick and successful conclusionThank you again, Revdex.com, for working on behalf of all consumers to access dependable and timely service
August 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MsF [redacted] complaint regarding her recent online order experience request for a refund We would first like to apologize for any inconvenience MsF [redacted] experienced with this orderAfter researching further we found that the order was from a Third Party Marketplace sellerThe seller, [redacted] processed a full refund of $on August 3, The credit posted to MsF [redacted] account within to business daysSince a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [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 Please note that I have also called their customer service number complaining about these emails and in fact, request to be removed from ALL lists...Thanks for looking into this matter Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning system [redacted] Sears Home Services Support Specialist provided the following response: On September 28, 2016, a Sears Home Services technician was dispatched to Ms [redacted] home to install a previously ordered compressor, condenser motor and a capacitorAfter the repairs were completed the unit was tested and was cooling and was no longer making noiseIf I can be of any further assistance to Ms [redacted] I invite her to contact me directly at [redacted] That said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: [redacted] October 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation [redacted] complaint regarding his dissatisfaction with Sears Dental First, we would like to apologize to [redacted] for failing her expectations when she recently tried to schedule a follorthodontia appointment for her son, [redacted] [redacted] , [redacted] Orthodontics Manager, spoke with [redacted] today, October 20, 2015, in regard to her concernsAdditionally, [redacted] confirmed that [redacted] ' son is currently scheduled for an appointment at Oak Brook on October 28, Lastly, [redacted] provided [redacted] with her cell number in the event she has any further questionsSince it is our understanding that [redacted] is satisfied with the outcome of her complaint, we ask that this matter be closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding repairs to her washer. Sears Home Services has approved the replacement of Ms.... [redacted] washer per the terms and conditions of the Master Protection Agreement covering the unit. All Ms. [redacted] needs to do is to go to her local Sears and advise her sales associate that her washer has been approved for replacement. The sales associate will assist in selecting a replacement washer and will also schedule delivery, haul away of the old washer and hook up of the new washer. Since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be 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 Claims Specialist Sears Holdings Corporation [redacted]
September 12, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – [redacted] Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction with the performance of her washer and the problem she encountered when she attempted to exchange the washer after the 30-day return period. We have Ms. [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, the policy is for any refund or exchange it must be requested within 30 days. After that there are no options available. Ms. [redacted] states that our technician mentioned that her model washer will not be made any more because it did not hold up to our standard. We apologize if she was misinformed, since most manufacturers discontinue their models on a yearly basis to introduce newer designed models. While we understand that she was dissatisfied with the performance and design of her washer, the fact remains that the washer is operational. As this decision is commensurate to the circumstances, we have closed our file. Again, 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 ***-***- [redacted] direct [redacted] @searshc.com
December 13, [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 purchase Store Manager Dan [redacted] provided the following response: We have spoken with Ms [redacted] regarding this issueWhen we spoke, we apologized for what appears to have been a misunderstanding and we offered to provide her with a credit for $75.60, which she acceptedWe also have arranged for service on her dishwasher and washerMs [redacted] indicated that this resolution met with her satisfaction at that timeHowever, should she have any further questions or concerns, she may contact me (Dan) during business hours at [redacted] In light of the aforementioned information, we have closed our file Again, 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
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Evan [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’ complaint regarding his refrigerator First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Although several repair attempts were made on Mr [redacted] ’ refrigerator, it was determined that the unit should be replaced under its exceptional parts warranty We have been speaking with Mr [redacted] and he advised that he will be calling our office on September 8, 2016, with his selection Additionally, Mr [redacted] has requested that he be refunded the remaining monies for the Master Protection Agreement (MPA) he purchased for the refrigerator We have explained to him that if he wishes to cancel the coverage, we will contact the Protection Agreement department and have his contract canceled and a refund issued Since it is our understanding that Mr [redacted] is satisfied with the resolution being provided, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
January 31, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed our review of Ms [redacted] rebuttal complaint regarding her online order experience We provided Ms [redacted] with a prepaid return label to use on the merchandise she returnedWe confirmed that the product was received at Sears’ warehouse on January 27, Therefore, we issued a refund accordingly for the full amount she paid which was $The credit will post to Ms [redacted] account ending in [redacted] within to business daysFor Ms [redacted] records the return receipt number is [redacted] Should Ms [redacted] have any further questions or concerns, she may contact me via emailIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed since a full refund has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint concerning his local Sears Optical [redacted] , Customer Relations Consultant for [redacted] Retail, our business partner in operating the optical location referenced in Mr [redacted] complaint has provided the following response, and we have included it in its entirety below: We are in receipt of Mr [redacted] complaint filed with your officeWe are sorry that Mr [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical [redacted] in Savannah, Georgia Please be advised that this Sears Optical is operated by [redacted] Retail [redacted] ***, as the licensee of Sears Holdings Dr [redacted] an independent doctor of optometry, subleases space from Sears Optical in [redacted] ***, but she is not an employee of Sears Optical As an independent optometrist, the business is separate and apart from Sears OpticalTherefore, we cannot compel the doctor to provide a specific resolution However, we have taken the liberty of forwarding Mr [redacted] concerns to her attention Dr [redacted] can be contacted at ( [redacted] or correspondence can be sent to: [redacted] Sears Optical [redacted] Thank you for contacting [redacted] Retail Sincerely, [redacted] Escalation Specialist/Sears Optical We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolves the issueI hope sears improves their return process and I don't have to involve Revdex.com for small issues like these Sincerely, [redacted]
April 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response While Ms [redacted] food loss was not confirmed, as a one-time courtesy, we have processed a food loss request for $The maximum food loss reimbursement under Ms [redacted] MPA during a calendar year is $and since Ms [redacted] was sent a food loss check in January for $80.17, the maximum she could be issued was $The request was processed on April 29, 2015, so Ms [redacted] should receive a check within the next two weeksSince we have addressed Ms [redacted] remaining concerns, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Monica V [redacted]
October 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of M [redacted] complaint regarding her recent order We have spoken with Ms [redacted] regarding this issueWhen we spoke, we offered to provide her with an exchange and since she chose a cheaper item, the difference will be refunded once the old merchandise is taken awayIn 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 31, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Michael [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with our customer service and receipt of the incorrect item It is unfortunate that we failed Mr [redacted] 's expectations when he recently placed an order with SearsWe value Mr [redacted] 's patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, our Store Manager offered Mr [redacted] a $gift card as an apology for his experienceMr [redacted] accepted this offer and indicated that it met with his approvalAt this time, we can only reiterate that truly regret any inconvenience he may have experiencedWe hope that in the future Mr [redacted] will allow us an opportunity to provide him 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 possibleWe respectfully ask to have this matter closed, since we have noted Mr [redacted] 's comments and an equitable resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 512- [redacted] 1-800- [redacted] ***
(The consumer indicated he/she ACCEPTED the response from the business.) I have been refunded
Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ September 24, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have not completed the investigation of Mr[redacted] complaint regarding the alleged damage that was done to his residence upon the delivery of his purchased appliance After receiving Mr[redacted] complaint, we forwarded his complaint to the District Operations ManagerOur investigation continues in this matter and we are awaiting a response and kindly request an additional 7- days to finish the investigation and resolve this complaint 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/SHC Direct - [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not been able to find someone who can match the tilesI do not know what else to do with the issue Thank You [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Marianne [redacted] # [redacted] Dear MsVirghes: We have completed the investigation of Ms [redacted] ’s complaint regarding repairs to her dishwasherSears Home Services dispatched two technicians to Ms [redacted] ’s home this morning, February 15, 2017, to repair her dishwasherIt is the contention of our technicians that they cannot remove the dishwasher to repair and reinstall without causing damage to Ms [redacted] ’s countertopAlmost years ago, in June of 2008, Sears did have the dishwasher installed by one of our installation contractorsFrom looking at a picture of the countertop where the dishwasher attaches, it looks as though the countertop is failingIt is the Sears technicians contention that we cannot uninstall the dishwasher without possibly causing damage to the countertopWe feel it is important to add that per the terms and conditions of the Repair Protection Agreement (RPA) that covers the dishwasher, it states verbatim: SAFETY AND ACCESSIBILITYIn the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable causeIn order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered ProductFailure to comply with these conditions may be cause for cancellation of this AgreementWe would like to add that the technician’s did ask and Ms [redacted] declined to sign a release, which states verbatim: “In order to repair your appliance, it must be movedThere is a possibility of damage of which you should be made awareAlthough we are careful, many floor covering materials in use today are soft, and appliances tend to depress the floor covering and sometimes will adhere to itMovement can sometimes cause a tear or deep scratches on the flooringIn addition, some buiappliances become wedged too tightly and are difficult, if not impossible to move without marring the surrounding areaIn order to avoid a possible misunderstanding later, please sign this release form below, acknowledging that I discussed this potential with you before moving the appliance” That said we now find ourselves at an impasse with Ms [redacted] We are ready and willing to repair the dishwasher but cannot be responsible to damage to her home due to the aforementioned concernsIf Ms [redacted] would like to cancel her RPA and request a refund, she can contact our Protection Agreement Office at 800-927-Since we cannot move forward, 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 Churchin Regulatory Claims Specialist Sears Holdings Corporation [email protected]
February 14, [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 problems she encountered with the exchange of a damaged table and the customer service she received at the store Upon receipt of Ms [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with her complaint [redacted] contacted Ms [redacted] apologized for any inconvenience this may have caused her or her brotherHe advised her that he secured the remaining table at the storeFor customer satisfaction, he offered to deliver it to her brother’s home as well; Ms [redacted] accepted the offer We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms [redacted] expectationsWe can assure Ms [redacted] that any variance from our accepted business practices and policies have been addressedWith that being said, we respectfully request this case be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept the conditions as stated above and appreciate the swift response for assistance from both the Revdex.com and SearsSince my request for assistance from Sears had been mishandled and sidelined since July with no end in sight, I am certain that had I not contacted the Revdex.com, this case would not have come to such a quick and successful conclusionThank you again, Revdex.com, for working on behalf of all consumers to access dependable and timely service
August 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MsF [redacted] complaint regarding her recent online order experience request for a refund We would first like to apologize for any inconvenience MsF [redacted] experienced with this orderAfter researching further we found that the order was from a Third Party Marketplace sellerThe seller, [redacted] processed a full refund of $on August 3, The credit posted to MsF [redacted] account within to business daysSince a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [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 Please note that I have also called their customer service number complaining about these emails and in fact, request to be removed from ALL lists...Thanks for looking into this matter Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning system [redacted] Sears Home Services Support Specialist provided the following response: On September 28, 2016, a Sears Home Services technician was dispatched to Ms [redacted] home to install a previously ordered compressor, condenser motor and a capacitorAfter the repairs were completed the unit was tested and was cooling and was no longer making noiseIf I can be of any further assistance to Ms [redacted] I invite her to contact me directly at [redacted] That said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: [redacted] October 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation [redacted] complaint regarding his dissatisfaction with Sears Dental First, we would like to apologize to [redacted] for failing her expectations when she recently tried to schedule a follorthodontia appointment for her son, [redacted] [redacted] , [redacted] Orthodontics Manager, spoke with [redacted] today, October 20, 2015, in regard to her concernsAdditionally, [redacted] confirmed that [redacted] ' son is currently scheduled for an appointment at Oak Brook on October 28, Lastly, [redacted] provided [redacted] with her cell number in the event she has any further questionsSince it is our understanding that [redacted] is satisfied with the outcome of her complaint, we ask that this matter be closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding repairs to her washer. Sears Home Services has approved the replacement of Ms.... [redacted] washer per the terms and conditions of the Master Protection Agreement covering the unit. All Ms. [redacted] needs to do is to go to her local Sears and advise her sales associate that her washer has been approved for replacement. The sales associate will assist in selecting a replacement washer and will also schedule delivery, haul away of the old washer and hook up of the new washer. Since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be 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 Claims Specialist Sears Holdings Corporation [redacted]
September 12, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – [redacted] Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction with the performance of her washer and the problem she encountered when she attempted to exchange the washer after the 30-day return period. We have Ms. [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, the policy is for any refund or exchange it must be requested within 30 days. After that there are no options available. Ms. [redacted] states that our technician mentioned that her model washer will not be made any more because it did not hold up to our standard. We apologize if she was misinformed, since most manufacturers discontinue their models on a yearly basis to introduce newer designed models. While we understand that she was dissatisfied with the performance and design of her washer, the fact remains that the washer is operational. As this decision is commensurate to the circumstances, we have closed our file. Again, 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 ***-***- [redacted] direct [redacted] @searshc.com
December 13, [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 purchase Store Manager Dan [redacted] provided the following response: We have spoken with Ms [redacted] regarding this issueWhen we spoke, we apologized for what appears to have been a misunderstanding and we offered to provide her with a credit for $75.60, which she acceptedWe also have arranged for service on her dishwasher and washerMs [redacted] indicated that this resolution met with her satisfaction at that timeHowever, should she have any further questions or concerns, she may contact me (Dan) during business hours at [redacted] In light of the aforementioned information, we have closed our file Again, 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
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Evan [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’ complaint regarding his refrigerator First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Although several repair attempts were made on Mr [redacted] ’ refrigerator, it was determined that the unit should be replaced under its exceptional parts warranty We have been speaking with Mr [redacted] and he advised that he will be calling our office on September 8, 2016, with his selection Additionally, Mr [redacted] has requested that he be refunded the remaining monies for the Master Protection Agreement (MPA) he purchased for the refrigerator We have explained to him that if he wishes to cancel the coverage, we will contact the Protection Agreement department and have his contract canceled and a refund issued Since it is our understanding that Mr [redacted] is satisfied with the resolution being provided, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
January 31, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed our review of Ms [redacted] rebuttal complaint regarding her online order experience We provided Ms [redacted] with a prepaid return label to use on the merchandise she returnedWe confirmed that the product was received at Sears’ warehouse on January 27, Therefore, we issued a refund accordingly for the full amount she paid which was $The credit will post to Ms [redacted] account ending in [redacted] within to business daysFor Ms [redacted] records the return receipt number is [redacted] Should Ms [redacted] have any further questions or concerns, she may contact me via emailIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed since a full refund has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint concerning his local Sears Optical [redacted] , Customer Relations Consultant for [redacted] Retail, our business partner in operating the optical location referenced in Mr [redacted] complaint has provided the following response, and we have included it in its entirety below: We are in receipt of Mr [redacted] complaint filed with your officeWe are sorry that Mr [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical [redacted] in Savannah, Georgia Please be advised that this Sears Optical is operated by [redacted] Retail [redacted] ***, as the licensee of Sears Holdings Dr [redacted] an independent doctor of optometry, subleases space from Sears Optical in [redacted] ***, but she is not an employee of Sears Optical As an independent optometrist, the business is separate and apart from Sears OpticalTherefore, we cannot compel the doctor to provide a specific resolution However, we have taken the liberty of forwarding Mr [redacted] concerns to her attention Dr [redacted] can be contacted at ( [redacted] or correspondence can be sent to: [redacted] Sears Optical [redacted] Thank you for contacting [redacted] Retail Sincerely, [redacted] Escalation Specialist/Sears Optical We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolves the issueI hope sears improves their return process and I don't have to involve Revdex.com for small issues like these Sincerely, [redacted]
April 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response While Ms [redacted] food loss was not confirmed, as a one-time courtesy, we have processed a food loss request for $The maximum food loss reimbursement under Ms [redacted] MPA during a calendar year is $and since Ms [redacted] was sent a food loss check in January for $80.17, the maximum she could be issued was $The request was processed on April 29, 2015, so Ms [redacted] should receive a check within the next two weeksSince we have addressed Ms [redacted] remaining concerns, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Monica V [redacted]
October 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of M [redacted] complaint regarding her recent order We have spoken with Ms [redacted] regarding this issueWhen we spoke, we offered to provide her with an exchange and since she chose a cheaper item, the difference will be refunded once the old merchandise is taken awayIn 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]