November 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Sandra S [redacted] Dear MsVirghes: We have completed the investigation of MsS [redacted] complaint regarding her dissatisfaction that the wall oven was not properly installed and the problems she encountered with the return of the wall oven Firstly, we would like to apologize for any inconvenience that MsS [redacted] may have experiencedUpon receipt of MsS [redacted] complaint we reviewed the installation and delivery notes related to the wall ovenThe notes indicated that MsS [redacted] had in fact requested to return the unit on September 12, 2017, which was within the day return periodOn October 23, we contacted MsS [redacted] and offered to process the return of the wall ovenWe advised MsS [redacted] that the credit for the wall oven would be issued after the unit was returned to our warehouseOn October 26, we received confirmation that the wall oven had been returned and the credit was issuedHowever, on October 30, MsS [redacted] notified us that she had not received the refund for the protection agreement that she purchased along with the wall ovenWe advised that the refund for the protection agreement is typically issued separatelyWe reached out to our contract department and it was confirmed that the contract was cancelled on November 2, and the credit was issued to MsS [redacted] credit card ending in ***With that being said, since we have addressed the issue brought forth in MsS [redacted] complaint, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
September 26, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – [redacted] Dear Ms [redacted] , We have completed our review of Mr***’s rebuttal complaint regarding his request to receive a refund of the gift cards he purchased from Chili’s on Gunburrel Rdin Chattanooga TN We can only apologize for any inconvenience Mr [redacted] may have experienced with this matterAfter sending an email correspondence to Mr***, he confirmed that he purchased the gift cards from a Chili’s store in Tennessee, not SearsUnfortunately, we are unable to assist with a refund of the gift cardsWe advised that he would need to return the gift cards to the store he purchased from Chili’s will be able to let him know if they are able to issue a refund without a receipt or if they are capable of looking up his purchase in their systemWe respectfully ask to have this matter closed since we have noted Mr***’s comments and no further resolution was requested We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Once again, Sears fails to accept responsibility for the REAL problemMy complaint was NOT that they couldn't provide a specific time the technician would arrive, is was because they gave me an appointment date and time frame and FAILED to notify me that they did not actually schedule a technician to come do the repairI took an entire day off from work to accommodate them and they did not have the decency to inform me no-one would be coming for the appointment! Complaint: [redacted] I am rejecting this response because: Sincerely, Keri W***
February 27, 2018 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Sharon B [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B [redacted] complaint regarding her online order experience and... her request for a full refund. Upon receipt of the complaint filed, we found that a full refund was issued on February 3, 2018. For Ms. B [redacted] records the return receipt numbers are [redacted] for $306.90 and [redacted] for $22.79. We apologize for any inconvenience she may have experienced and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. In the interim, since a full credit has been received, 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, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 1, 2016 [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding her delivery experience... and damage to her washer. We have attempted to contact Ms [redacted] by telephone, but have not been able to reach her. Our agents left three messages with their contact information between November 30th and December 1st, asking for a return call to discuss this issue further; however, Ms [redacted] has not yet responded. Until we have an opportunity to discuss this matter with her, we are unable to work toward a resolution. Our records do show that our store has been in contact with Ms [redacted] and that delivery of her washer was completed. However, if she still requires assistance, she is welcome to call 1- [redacted] , option 1, and speak with any Delivery Specialist. We ask to have this matter closed in the interim, pending Ms. [redacted] response. We apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
January 13, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our refund process for gift... returns. Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] and her sister may have experienced. As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The return policy states, “refunds will be issued in the same form as the original method of payment. Returns with a gift receipt will either be exchanged or refunded in the form of a gift card”. If a gift receipt was not presented at the time of the return, then the refund will be issued to the credit card that was used for the online purchase. Our records indicate that we issued a credit of $59.17 to Ms. [redacted] credit card ending in [redacted] With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: The complaint has not been settledWhat is the problems for the complaint to remain open Sincerely, [redacted]
September 20, Steven W [redacted] Manzana Way San Diego, CA Our File No: [redacted] Revdex.com Case #: [redacted] Via: 1st Class mail Via email: [redacted] @gmail.com Dear Mr***, This letter serves to confirm that Sears Home Improvement Product (SHIP) has been unsuccessful in our attempts to contact you via phone and email in regards to your Revdex.com complaintIn reviewing your file I see that on August 20, 2016, a service was completed by our service technician and the HVAC unit left in working conditionAdditionally, the technician discovered that the filter was replaced because it was plugged due to it had not been changed as required to keep the unit working properly At this time, I am closing my file until we hear from youPlease know that we value you as a customer and apologize for any frustrations or inconveniences you might have experienced while we were able to service the unitIf you have any questions or concerns, please contact me directly at ***-***- [redacted] or via email at [redacted] [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Nita [redacted] /Revdex.com
[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 dryerSears Home Services records indicate that on July 16, 2016, a technician was dispatched to Ms [redacted] home to diagnose and repair her dryerDuring the service call the technician indicated that he removed, cleaned and reinstalled the burner assemblyAdditionally the ducting was cleaned and the unit was tested and was found to be operating as designedSince we have noted that Ms [redacted] dryer has been serviced, 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] La'blondi C [redacted] Dear [redacted] We have completed our investigation of MsC [redacted] complaint regarding her dishwasher We would first like to point out that [redacted] Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsC [redacted] contract CCHS informed us that when MsC [redacted] dishwasher was still under review with the research team to compare cost of repair versus replacement she had been erroneously informed by an agent that the dishwasher would be replacedOnce the research team completed the review the claim was approved for repairDue to the circumstances CCHS is honoring the replacement that MsC [redacted] was originally offeredMsTiffany Foster is MsC [redacted] ’s case manager with CCHS and can be reached direct at [redacted] *** Since it is our understanding that the dishwasher is being replaced and CCHS is waiting MsC [redacted] ’s reply we have closed our case We apologize to MsC [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) Sears has admitted they owe me a refund and taken steps to return the overpaymentThat satisfies my original complaint,
Complaint: [redacted] Yes, I got a response from (EMS) Executive Member Support right after I filed this complainand we did have some email conversation back and forth several timesbut till now I still didn't get my refunddue to the slow process and my previous experience with sears, I don't think now it is the good time to close this case, I strongly recommend Revdex.com keep this case open until I really got my money back Sincerely, Chunyi ***
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, [redacted] ***
July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Joyce [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and sincerely apologize for any inconvenience Ms [redacted] may have experienced On July 15, 2016, a Sears technician returned to Ms***’ home and installed the parts that were previously ordered; completing the repair In regard to Ms***’ concerns with damage to her floor, a damage claim was opened with our third-party claims administrator SedgwickJustin [redacted] has been assigned as Ms***’ caseworker and her claim number is [redacted] If Ms [redacted] has any questions regarding her claim, we ask that she contact Mr [redacted] at (866) 352-extension during business hours or via email at [redacted] @sedgwickcms.com Per our protocol, once a consumer has been assigned a claim number through Sedgwick, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim At this point, Sears can no longer assist with Ms***’ damage issue, regardless of the decision made; however, as a courtesy, we sent Sedgwick an email advising that Ms [redacted] has escalated her issue to the Revdex.com Lastly, our records show that Ms [redacted] is being sent two food loss checks from our Protection Agreement Department in accordance with the terms of her Master Protection Agreement (MPA) purchased on June 21, She should receive a check for $and $within the next two to three weeks With that said, since we have documented Ms***’ concerns with the repair process and completed the repair to her refrigerator, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
January 25, [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 dissatisfaction that her refrigerator was not delivered and she has not received her refund It is unfortunate that we failed Ms [redacted] expectations when she recently scheduled the delivery for her refrigeratorWe reviewed the delivery notes and case notes related to the refrigerator deliveryAccording to our records, the delivery team reported that they were unable to complete the delivery because there was a large item in the wayThey requested that Ms [redacted] move the item in order to deliver the refrigeratorMs [redacted] was unable and requested the delivery team to move itFor liability and safety purposes, our delivery teams are not authorized to move other items that are not part of their work orderSince Ms [redacted] was not ready for the delivery, the refrigerator was taken back to the storeWe apologize that the delivery was not rescheduled or that the refund was not immediately issued once it was returned We contacted Mr [redacted] l, Store Manager for Store [redacted] to assist with Ms [redacted] concernMr [redacted] researched and discovered that the refund had not been issuedOn January 19, he issued a refund of $in the form of a bank checkMs [redacted] should receive the check within business daysWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 21, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] *** Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with several repairs to his washer and his request to receive a replacementOur records indicate that Mr***r has been assisted with his concerns by [redacted] in our Executive Complaint handling groupAs of today, it appears that a replacement was authorized which means that Mr [redacted] can go to a local Sears store to select a replacement and that store can apply the authorized amount of $towards his new selectionThe way it works is that if he selects a washer that has a sales price of $or less before tax, then he will not owe anything out of pocket for us to deliver the new washer, pick up the old washer, and transfer any remaining Master Protection Agreement (MPA) coverage onto the replacementIf he selects something more, he would only owe the difference and any tax on the difference and if it is less then he would forfeit any amount not usedWith that said, since a replacement has been authorized and this was the resolution requested by Mr***r, 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 Complaints [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal We have addressed Mr [redacted] questions regarding the replacement process and he has agreed to continue with that optionMr [redacted] has my direct contact information if he needs additional assistance meanwhile we have closed this complaint 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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have not completed the investigation of [redacted] complaint regarding Sears Parts Direct and problems he has incurred when purchasing a door bin for his [redacted] refrigeratorSears Parts Direct is currently working with [redacted] the manufacture of [redacted] refrigerator to identify the proper door binWe expect as response to our request early next week and will provide an additional update at that timeAdditionally, we have a service call scheduled for May 27th to have a technician dispatched to [redacted] home to ensure the proper part is ordered if [redacted] does not provide us with a responseAs noted, an additional update will be sent next weekWe apologize to [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]
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, John T***
January 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - [redacted] J [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s complaint regarding the availability of service for a needed repair of his water heater In regard to the delay Mr [redacted] experienced receiving installation for his water heater, unfortunately, we do have times where the demand for service/installation outweighs the technicians on hand and we are aware of how frustrating this can be for our customersIn this case, it seems there was an issue with the contractor covering Mr [redacted] ’s areaIn such a case, we usually would have the consumer make their own installation arrangements and reimburse them up to our cost for installation However, considering Mr [redacted] ’s situation, we took the extra steps to find a contractor willing to travel to his area and we paid the extra fees involvedRegrettably, it took some time to find this contractor, but Mr [redacted] ’s water heater was installed on January 11, As a courtesy, we have purchased an additional year of coverage for Mr [redacted] ’s water heater on his behalfThe coverage expires January 12, and should receive a certificate of ownership in the mail within 4-weeksThe coverage is already active in our service databaseWe are always looking for ways to improve on customer service and in closing, we would like to assure Mr [redacted] that his candid feedback has been forwarded to the appropriate parties We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears holdings Corporation [redacted] [redacted] @searshc.com ( [redacted]
November 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Sandra S [redacted] Dear MsVirghes: We have completed the investigation of MsS [redacted] complaint regarding her dissatisfaction that the wall oven was not properly installed and the problems she encountered with the return of the wall oven Firstly, we would like to apologize for any inconvenience that MsS [redacted] may have experiencedUpon receipt of MsS [redacted] complaint we reviewed the installation and delivery notes related to the wall ovenThe notes indicated that MsS [redacted] had in fact requested to return the unit on September 12, 2017, which was within the day return periodOn October 23, we contacted MsS [redacted] and offered to process the return of the wall ovenWe advised MsS [redacted] that the credit for the wall oven would be issued after the unit was returned to our warehouseOn October 26, we received confirmation that the wall oven had been returned and the credit was issuedHowever, on October 30, MsS [redacted] notified us that she had not received the refund for the protection agreement that she purchased along with the wall ovenWe advised that the refund for the protection agreement is typically issued separatelyWe reached out to our contract department and it was confirmed that the contract was cancelled on November 2, and the credit was issued to MsS [redacted] credit card ending in ***With that being said, since we have addressed the issue brought forth in MsS [redacted] complaint, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
September 26, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – [redacted] Dear Ms [redacted] , We have completed our review of Mr***’s rebuttal complaint regarding his request to receive a refund of the gift cards he purchased from Chili’s on Gunburrel Rdin Chattanooga TN We can only apologize for any inconvenience Mr [redacted] may have experienced with this matterAfter sending an email correspondence to Mr***, he confirmed that he purchased the gift cards from a Chili’s store in Tennessee, not SearsUnfortunately, we are unable to assist with a refund of the gift cardsWe advised that he would need to return the gift cards to the store he purchased from Chili’s will be able to let him know if they are able to issue a refund without a receipt or if they are capable of looking up his purchase in their systemWe respectfully ask to have this matter closed since we have noted Mr***’s comments and no further resolution was requested We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Once again, Sears fails to accept responsibility for the REAL problemMy complaint was NOT that they couldn't provide a specific time the technician would arrive, is was because they gave me an appointment date and time frame and FAILED to notify me that they did not actually schedule a technician to come do the repairI took an entire day off from work to accommodate them and they did not have the decency to inform me no-one would be coming for the appointment! Complaint: [redacted] I am rejecting this response because: Sincerely, Keri W***
February 27, 2018 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Sharon B [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B [redacted] complaint regarding her online order experience and... her request for a full refund. Upon receipt of the complaint filed, we found that a full refund was issued on February 3, 2018. For Ms. B [redacted] records the return receipt numbers are [redacted] for $306.90 and [redacted] for $22.79. We apologize for any inconvenience she may have experienced and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. In the interim, since a full credit has been received, 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, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 1, 2016 [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding her delivery experience... and damage to her washer. We have attempted to contact Ms [redacted] by telephone, but have not been able to reach her. Our agents left three messages with their contact information between November 30th and December 1st, asking for a return call to discuss this issue further; however, Ms [redacted] has not yet responded. Until we have an opportunity to discuss this matter with her, we are unable to work toward a resolution. Our records do show that our store has been in contact with Ms [redacted] and that delivery of her washer was completed. However, if she still requires assistance, she is welcome to call 1- [redacted] , option 1, and speak with any Delivery Specialist. We ask to have this matter closed in the interim, pending Ms. [redacted] response. We apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
January 13, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our refund process for gift... returns. Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] and her sister may have experienced. As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The return policy states, “refunds will be issued in the same form as the original method of payment. Returns with a gift receipt will either be exchanged or refunded in the form of a gift card”. If a gift receipt was not presented at the time of the return, then the refund will be issued to the credit card that was used for the online purchase. Our records indicate that we issued a credit of $59.17 to Ms. [redacted] credit card ending in [redacted] With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: The complaint has not been settledWhat is the problems for the complaint to remain open Sincerely, [redacted]
September 20, Steven W [redacted] Manzana Way San Diego, CA Our File No: [redacted] Revdex.com Case #: [redacted] Via: 1st Class mail Via email: [redacted] @gmail.com Dear Mr***, This letter serves to confirm that Sears Home Improvement Product (SHIP) has been unsuccessful in our attempts to contact you via phone and email in regards to your Revdex.com complaintIn reviewing your file I see that on August 20, 2016, a service was completed by our service technician and the HVAC unit left in working conditionAdditionally, the technician discovered that the filter was replaced because it was plugged due to it had not been changed as required to keep the unit working properly At this time, I am closing my file until we hear from youPlease know that we value you as a customer and apologize for any frustrations or inconveniences you might have experienced while we were able to service the unitIf you have any questions or concerns, please contact me directly at ***-***- [redacted] or via email at [redacted] [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Nita [redacted] /Revdex.com
[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 dryerSears Home Services records indicate that on July 16, 2016, a technician was dispatched to Ms [redacted] home to diagnose and repair her dryerDuring the service call the technician indicated that he removed, cleaned and reinstalled the burner assemblyAdditionally the ducting was cleaned and the unit was tested and was found to be operating as designedSince we have noted that Ms [redacted] dryer has been serviced, 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] La'blondi C [redacted] Dear [redacted] We have completed our investigation of MsC [redacted] complaint regarding her dishwasher We would first like to point out that [redacted] Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsC [redacted] contract CCHS informed us that when MsC [redacted] dishwasher was still under review with the research team to compare cost of repair versus replacement she had been erroneously informed by an agent that the dishwasher would be replacedOnce the research team completed the review the claim was approved for repairDue to the circumstances CCHS is honoring the replacement that MsC [redacted] was originally offeredMsTiffany Foster is MsC [redacted] ’s case manager with CCHS and can be reached direct at [redacted] *** Since it is our understanding that the dishwasher is being replaced and CCHS is waiting MsC [redacted] ’s reply we have closed our case We apologize to MsC [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) Sears has admitted they owe me a refund and taken steps to return the overpaymentThat satisfies my original complaint,
Complaint: [redacted] Yes, I got a response from (EMS) Executive Member Support right after I filed this complainand we did have some email conversation back and forth several timesbut till now I still didn't get my refunddue to the slow process and my previous experience with sears, I don't think now it is the good time to close this case, I strongly recommend Revdex.com keep this case open until I really got my money back Sincerely, Chunyi ***
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, [redacted] ***
July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Joyce [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and sincerely apologize for any inconvenience Ms [redacted] may have experienced On July 15, 2016, a Sears technician returned to Ms***’ home and installed the parts that were previously ordered; completing the repair In regard to Ms***’ concerns with damage to her floor, a damage claim was opened with our third-party claims administrator SedgwickJustin [redacted] has been assigned as Ms***’ caseworker and her claim number is [redacted] If Ms [redacted] has any questions regarding her claim, we ask that she contact Mr [redacted] at (866) 352-extension during business hours or via email at [redacted] @sedgwickcms.com Per our protocol, once a consumer has been assigned a claim number through Sedgwick, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim At this point, Sears can no longer assist with Ms***’ damage issue, regardless of the decision made; however, as a courtesy, we sent Sedgwick an email advising that Ms [redacted] has escalated her issue to the Revdex.com Lastly, our records show that Ms [redacted] is being sent two food loss checks from our Protection Agreement Department in accordance with the terms of her Master Protection Agreement (MPA) purchased on June 21, She should receive a check for $and $within the next two to three weeks With that said, since we have documented Ms***’ concerns with the repair process and completed the repair to her refrigerator, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
January 25, [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 dissatisfaction that her refrigerator was not delivered and she has not received her refund It is unfortunate that we failed Ms [redacted] expectations when she recently scheduled the delivery for her refrigeratorWe reviewed the delivery notes and case notes related to the refrigerator deliveryAccording to our records, the delivery team reported that they were unable to complete the delivery because there was a large item in the wayThey requested that Ms [redacted] move the item in order to deliver the refrigeratorMs [redacted] was unable and requested the delivery team to move itFor liability and safety purposes, our delivery teams are not authorized to move other items that are not part of their work orderSince Ms [redacted] was not ready for the delivery, the refrigerator was taken back to the storeWe apologize that the delivery was not rescheduled or that the refund was not immediately issued once it was returned We contacted Mr [redacted] l, Store Manager for Store [redacted] to assist with Ms [redacted] concernMr [redacted] researched and discovered that the refund had not been issuedOn January 19, he issued a refund of $in the form of a bank checkMs [redacted] should receive the check within business daysWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 21, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] *** Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with several repairs to his washer and his request to receive a replacementOur records indicate that Mr***r has been assisted with his concerns by [redacted] in our Executive Complaint handling groupAs of today, it appears that a replacement was authorized which means that Mr [redacted] can go to a local Sears store to select a replacement and that store can apply the authorized amount of $towards his new selectionThe way it works is that if he selects a washer that has a sales price of $or less before tax, then he will not owe anything out of pocket for us to deliver the new washer, pick up the old washer, and transfer any remaining Master Protection Agreement (MPA) coverage onto the replacementIf he selects something more, he would only owe the difference and any tax on the difference and if it is less then he would forfeit any amount not usedWith that said, since a replacement has been authorized and this was the resolution requested by Mr***r, 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 Complaints [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal We have addressed Mr [redacted] questions regarding the replacement process and he has agreed to continue with that optionMr [redacted] has my direct contact information if he needs additional assistance meanwhile we have closed this complaint 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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have not completed the investigation of [redacted] complaint regarding Sears Parts Direct and problems he has incurred when purchasing a door bin for his [redacted] refrigeratorSears Parts Direct is currently working with [redacted] the manufacture of [redacted] refrigerator to identify the proper door binWe expect as response to our request early next week and will provide an additional update at that timeAdditionally, we have a service call scheduled for May 27th to have a technician dispatched to [redacted] home to ensure the proper part is ordered if [redacted] does not provide us with a responseAs noted, an additional update will be sent next weekWe apologize to [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]
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, John T***
January 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - [redacted] J [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s complaint regarding the availability of service for a needed repair of his water heater In regard to the delay Mr [redacted] experienced receiving installation for his water heater, unfortunately, we do have times where the demand for service/installation outweighs the technicians on hand and we are aware of how frustrating this can be for our customersIn this case, it seems there was an issue with the contractor covering Mr [redacted] ’s areaIn such a case, we usually would have the consumer make their own installation arrangements and reimburse them up to our cost for installation However, considering Mr [redacted] ’s situation, we took the extra steps to find a contractor willing to travel to his area and we paid the extra fees involvedRegrettably, it took some time to find this contractor, but Mr [redacted] ’s water heater was installed on January 11, As a courtesy, we have purchased an additional year of coverage for Mr [redacted] ’s water heater on his behalfThe coverage expires January 12, and should receive a certificate of ownership in the mail within 4-weeksThe coverage is already active in our service databaseWe are always looking for ways to improve on customer service and in closing, we would like to assure Mr [redacted] that his candid feedback has been forwarded to the appropriate parties We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears holdings Corporation [redacted] [redacted] @searshc.com ( [redacted]