Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Zsuzsanna ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding repairs to her Samsung washerMs [redacted] washer is one of those that has been recalled for repair by SamsungWe recommend that Ms [redacted] follow the instructions posted on Samsung’s web pageAs a courtesy we have noted the link belowSamsung has options available to consumers whose washers are noted in the recallhttps://pages.samsung.com/us/tlw/index.html Since Ms [redacted] washer is affected by the recall, we are unable to further assist her and must refer her to Samsung We apologize but we are unable to assist further, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
February 2, [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 with our customer service and her request for a refund for layaway items It is unfortunate that we failed Ms [redacted] expectations when she recently used Kmart layawayIt may be important to notes that Ms [redacted] is a former employee and we do value her patronage We can understand her frustration with the events detailed in her complaint and can also assure her that her concerns have been forwarded to management for review As a result of this action, we found information that indicated that some of the items Ms [redacted] requested a refund for may have already been returned and refunded Additionally, store management contacted her in attempt to resolve her complaint and invited her to return for a refund, which she accepted At this time, we can only reiterate that we regret any inconvenience Ms [redacted] may have experienced We respectfully ask to have this matter closed, since we have documented Ms [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
September 7, 2016Revdex.comAttn: Nita [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Service Orders: 40058859, 40060338, 40060382, 40060495Revdex.com Case # [redacted] Via: Revdex.com WebsiteDear Ms [redacted] ,Thank you for allowing our office to assist you with the concerns you recently brought to our attentionSears is disheartened that the customer felt that his concerns were not resolved adequately by our company prior to seeking further actions from youThis letter serves to confirm that we have completed our investigation in regards to the above-referenced file.SHIP is responding to the consumer complaint from [redacted] regarding his HVAC unitOur records indicate that he originally purchased his unit on 3/03/and has no Sears’ protection coverage for his unitThe warranty on exceptional parts only covers the partLabor would not be covered beyond the first year after the installMr [redacted] first contacted us about a problem with his unit on 6/25/and the service was scheduled for 6/27/The Sears’ technician checked the unit and replaced a partWe went back out a month later and repaired a loose wire under a recallThe 90-day service guarantee only covers the repair that was doneIf something else goes wrong and the problem is not related to the other repair, it is not coveredThe other appointments were cancelled due to the customer not wanting to pay anything elseThe customer always has to pay for a different issue found after the service call if it is not related to the original issue, which we did correct on trip #Sometimes one part failure brings on another, which is what happens when you put new parts on older equipmentAlso, many times other problems do not present themselves until one issue is fixed and the unit continues to runWe cannot control future breakdowns and the cost of those repairsWe repaired the original issue twice, and the second service call was done at no additional cost to the customerAccording to the tech manager, Mr [redacted] refused to pay anything Therefore, the other services had to be cancelledPer Sears’ policy, the matter was reviewed and addressed by the appropriate managementMr [redacted] will not be reimbursed for the original service.We appreciate the opportunity to address Mr [redacted] concernsAs the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at 1-800-222-extension [redacted] or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
May 31, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a lease application As clarification, the leasing program in question is administered by [redacted] *** (WNLI) or [redacted] and we have no control over the approval or denial process as they are independently owned and operated outside of SearsThat said, we did speak with WNLI and they informed us that while their approval process is not based on a credit score, other factors are involvedWhat they did notice was that one of the issues may be that Ms [redacted] had a Wisconsin address on file in their system, but the complaint was submitted with an Arizona addressMs [redacted] could always try to reapply after days have elapsed to see if this was the cause of the problemRegardless, since the program is not based on a credit score, the criteria for approval is proprietary information and it does not have to be divulged; therefore, we have closed our file 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and I would like to note that Sears not me first scheduled an appointment to reexamine my tractor on January 8, that was the earliest appointment apparentlyThen 7:15am on December 21st, Sears sent me an email stating my appointment was reschedule to that DAY, December 21st am-12pmI was on my way to work in Washington DC when this email was sent on the same dayI live in Maryland and I have job so I can't just be at home without being given noticeI called up Sears and explained I was not at home and the lawn tractor was locked up in my shed so I couldn't make this appointment Sears just scheduled that day with only minute noticeI was told that again the earliest appointment was January 8th, I hope this can be resolved but from my conversations with Brenda, a Sears customer service representative, today and other Sears customer service representativesI still keep getting told even if the technicain doesn't see a mouse the technician can consider it an animal infestationWhen I asked what evidence a technician would need t determine an animal infestation was the culprit, I am not told anything concreteI asked if the technician would be taking the engine apart to identify the problem and Brenda told me he doesn't have to if the technician thinks there was an animal infestationBrenda today started telling me stories if a technician pulled my oven from against the wall a saw a mouse he could refuse to fix the ovenI had not idea how this related to my situation since there was no mouse sightings or mouse evidenceTherefore, I am not confident at this point that Sears will rectify this situation I am willing to leave the case open to see what happens on the 8th Sincerely, [redacted] ***
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 regarding his washer repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recently scheduled repair appointmentWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance [redacted] with [redacted] responded that they were able to move Mr [redacted] appointment up to September 30, On the day of service, the technician replaced the pump and the bellow; completing the repair With that said, since we have documented Mr [redacted] concerns and accommodated his request for sooner service, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
October 27, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Ramandeep [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and the failure of his sears.com order to reach Sears Auto Center It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we sent an email directly to MrGill on October 7, 2016, to inform him that a refund of $was issued to his Sears card ending in 1041, and a second email was sent to him on October 10, 2016, to inform him that his gift card balance of $was restored MrGill may reply to our email(s) if he has any further questions about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and the appropriate 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
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, Jerome M***
January 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase District Manager [redacted] provided the following response: The Snow Thrower was purchased during liquidation and it was a floor model and sold as isIt was missing the manual and sheer pins as he notes, but we printed the manual and ordered the sheer pins for himIt was our understanding that he has the sheer pins and manual in his possession nowIn regard to the key, all snow throwers have the key already in the unit at time of purchaseThis snow thrower was no different and the customer took it home with the key The power cord in question is not an item that comes with snow throwers There are no snow throwers we sell that come with a power cord It is recommended that the customer us a prong extension cord for the electric start.The [redacted] Outlet in question we will be more than willing to refund for the customer Unfortunately being in liquidation once an item is sold out we no long are replenishing them so a refund is the only option for the [redacted] outletIf Mr [redacted] wishes to return the [redacted] outlet, he must bring it in prior to the closing of the storefor any question, he may call [redacted] during business hoursWe 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 Complaint Specialist Sears Holdings Corporation Tell us why here
December 19, [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 to have the items shipped to her It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe 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 found that a full refund had been issued on November 28, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since 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
Tell us why here...September 2, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] / Juan [redacted] Via: [redacted] @chicago.Revdex.com.org 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 mannerWe have come to an amicable resolution with Mr [redacted] as of September 1, At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x 5552, or via email at Jeanne [redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Juan [redacted]
May 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dishwasher purchase.Upon receipt of Mr [redacted] complaint we notified his local service unit of his issuesThey were able to dispatch a technician to the home and everything appeared to be working fineMr [redacted] has a contact at the local unit if he encounters any further issues in receiving serviceWE would also note that he mentioned his warranty would be expiring soon and we show that he has a one year warranty that will not expire until February 24, At this time, since the dishwasher appears to be working as designed, we have closed our file.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 concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
September 29, 2016Revdex.comAttn: Nita [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case # [redacted] ***Via: Revdex.com WebsiteDear Ms [redacted] ,Thank you for allowing our office to assist you with the concerns you recently brought to our attentionWe appreciate the opportunity to address the customer’s concernsSears Home Improvement Products (SHIP) is disheartened that the customer felt that his concerns were not resolved adequately by our company prior to seeking further actions from youThis letter serves to confirm that we have completed our investigation in regards to the above-referenced file.SHIP is responding to the consumer complaint from [redacted] regarding his HVAC unitSHIP will not agree to replace his HVAC unitThat decision is based on the following informationThere have been two inspections done by the SHIP’s project coordinator with the installer and the distributor to address the consumer’s concernsNo issues were found during the first inspectionThe second inspection was scheduled with Steve Boyer, the distributor technician for ICP products, the project coordinator and the original installerThey were unable to find any issues with his system during the second inspectionThe only noise coming from the unit was the compressor noiseThey also checked pressures and amperages after a minute run to be sure all was good and found no issues with the unit at allThis was explained to the customers and their daughter.As far as air reaching to the upstairs, we did nothing to the ductworkHowever, there was good airflow coming out of all ventsAccording to the project coordinator, the vent to the daughter’s bedroom (where the customer was complaining it was hot) was closed and we had to use a screw driver to get it openedWhen we were there the thermostat downstairs was set on degrees, it was in the houseThe upstairs was in the mother’s bedroom and in the hallwayIt is only a degree difference from downstairs to upstairs mother’s bedroom and a degree difference in the hall wayThey had most of the doors shut upstairsIt was degrees that dayThe project coordinator stated she advised them to leave the doors open to help the air circulate better We installed per the contract and the customer signed all completion paperwork acknowledging satisfactory completion of the installationAs far as fixing the unit, there is nothing wrong with the equipment we installed as no issues were found with the unit or installation during the inspectionsThe City of Reynoldsburg Building Inspector did also complete a final inspection to finalize the permitThe inspector did not find any issues with the product or installationIt has been confirmed with the City of Reynoldsburg Building Division that the permit was finalized and the job was found to be installed according to code guidelines and industry standardsWe have fulfilled our obligation in regards to the contract and stand ready to complete any warranty repairs, as contracted, that may ariseAs the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigation processIf you have any further questions or concerns regarding this matter, please contact me at ***-***- [redacted] extension ***, or via email at richard.***@searshomepro.comSincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
January 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order onlineWe value Mr [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online cancelled and voided the previous check that had been issued and reprocessed a new refundFor Mr [redacted] records, the refund receipts are [redacted] and [redacted] The refund will arrive in the mail to the new address Mr [redacted] providedAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him the type of customer service that we have built our reputation uponIn the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase According to our records, Mr [redacted] received the correct pedestal on July 29, Additionally, a credit for $was issued to his account on July 31, We appreciate him taking the time to bring this matter to our attentionSince we have granted Mr [redacted] requests, we respectfully ask that this matter be considered 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 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 her dissatisfaction with the multiple rescheduled service appointments for the repair of her washer and dryer It is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a washer and dryer repairWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further We contacted Ms [redacted] and she confirmed that she wanted to cancel the protection agreements on both her washer and dryer due to the rescheduled appointmentsWe advised Ms [redacted] that per the terms on the agreement, she would receive a prorated refund for the remaining term on her contractsMs [redacted] should receive a bank check within – weeksWith 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]
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Laraine B [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide a refund for a part she purchased for her lawn mower while within the manufacturer’s warranty period It is unfortunate that we failed MsB [redacted] expectations when she recently requested assistance from SearsWe value her patronage and can understand her frustration with the events detailed in her complaint We can assure MsB [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that MsB [redacted] letter was in fact received and clearly legible She was informed on July 12, 2017, that her request for reimbursement was denied because she did not obtain prior approval for the repair As clarification, MsB [redacted] received a year manufacturer’s warranty with her lawn mower purchase, but did not contact Sears or Craftsman for warranty assistance While she did make her request for reimbursement within the manufacturer’s warranty period, the warranty offers repair or replacement parts through service only The warranty statement is shown in the owner’s manual that was provided to MsB [redacted] with her lawn mower and specifically states, “For warranty coverage details [or] to obtain free repair or replacement, visit the web www[redacted] At this time, we can only apologize for any misinterpretation of the warranty or other inconvenience MsB [redacted] may have experienced We respectfully ask to have this matter closed, since we have noted MsB [redacted] comments and for the aforementioned reasons, no further resolution can be provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
December 3, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Gregory H***Dear Ms [redacted] :We have completed the investigation of Mr***’s complaint regarding the charges he was assessed for an in-home visit to assess his washer.As clarification, all of our customers should receive an estimate prior to repair informing them of our findings and the projected charges so that they have a chance to either accept those charges so the technician can proceed with the repair, or decline them and only be responsible for the trip/diagnostic feeIn Mr***’s case, his narrative did not sound as if he was given the opportunity to agree to any instruction charges before the instruction was provided Additionally the instruction sounded more as if it was just a diagnosis of the issue, which is covered under the minimum fee, and not lengthy instruction on how to use the applianceAs such, we agree that Mr [redacted] is entitled to receive back all charges above the previously agreed to minimum fee of $ plus taxFurthermore, as an apology for any misinformation, we are willing to refund half of the minimum feeTo do this, we need Mr [redacted] to contact us with the full digit account number for the MasterCard ending in Once we have those other digits, we will be able to credit his account $116.09, which includes the 9% tax on the amount being refundedMr [redacted] can contact me at Dana[redacted] @searshc.com or at [redacted] ; we would note that we do not need the security code on the back nor the expiration date for the card since this is not needed to place a refund rather than a charge against the accountIn the interim, since we are willing to provide a refund to Mr [redacted] we have closed our file pending his response.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,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
April 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service for her washer Upon receipt of Ms [redacted] complaint, we found that the service repair had already been completedMs [redacted] confirmed that her washer was workingI addressed the problems Ms [redacted] was having with customer care and the confusion she encountered with her washer showing under her father's customer profile instead of hers I'd like to take a moment to explain our customer profile systemWhen a customer makes a large appliance purchase from Sears our system gathers their basic contact information and generates a customer profileIf there is already a customer profile in our system then the appliance purchase will show under their profile with the date of purchase and model number and type of applianceGenerally the profile is filed under the main phone number the customer provides at time of purchaseIn Ms [redacted] case her washer is currently listed under her father's profile since he was the purchaserTo alleviate this issue in the future Ms [redacted] father will need to contact Sears Protection Agreement office at [redacted] and have the washer with the Master Protection Agreement transferred to her customer profileFor fraud protection Ms [redacted] father will need to do this himself as the purchaserMs [redacted] stated she understood this processAs Ms [redacted] washer has already been repaired we offered her a gift card in the amount of $for the inconvenience of the service reschedules she experiencedThis offer was accepted Since we have repaired Ms [redacted] washer and resolution offered were acceptable to Ms [redacted] we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 6, Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: # - Sally [redacted] Dear Ms [redacted] : We have not fully completed our investigation of Ms [redacted] complaint regarding the repair of her dehumidifier We apologize for the delay in responding to this complaintWe forwarded this matter to the Service Unit Manager to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may contact me directly at 512- [redacted] We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Zsuzsanna ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding repairs to her Samsung washerMs [redacted] washer is one of those that has been recalled for repair by SamsungWe recommend that Ms [redacted] follow the instructions posted on Samsung’s web pageAs a courtesy we have noted the link belowSamsung has options available to consumers whose washers are noted in the recallhttps://pages.samsung.com/us/tlw/index.html Since Ms [redacted] washer is affected by the recall, we are unable to further assist her and must refer her to Samsung We apologize but we are unable to assist further, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
February 2, [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 with our customer service and her request for a refund for layaway items It is unfortunate that we failed Ms [redacted] expectations when she recently used Kmart layawayIt may be important to notes that Ms [redacted] is a former employee and we do value her patronage We can understand her frustration with the events detailed in her complaint and can also assure her that her concerns have been forwarded to management for review As a result of this action, we found information that indicated that some of the items Ms [redacted] requested a refund for may have already been returned and refunded Additionally, store management contacted her in attempt to resolve her complaint and invited her to return for a refund, which she accepted At this time, we can only reiterate that we regret any inconvenience Ms [redacted] may have experienced We respectfully ask to have this matter closed, since we have documented Ms [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
September 7, 2016Revdex.comAttn: Nita [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Service Orders: 40058859, 40060338, 40060382, 40060495Revdex.com Case # [redacted] Via: Revdex.com WebsiteDear Ms [redacted] ,Thank you for allowing our office to assist you with the concerns you recently brought to our attentionSears is disheartened that the customer felt that his concerns were not resolved adequately by our company prior to seeking further actions from youThis letter serves to confirm that we have completed our investigation in regards to the above-referenced file.SHIP is responding to the consumer complaint from [redacted] regarding his HVAC unitOur records indicate that he originally purchased his unit on 3/03/and has no Sears’ protection coverage for his unitThe warranty on exceptional parts only covers the partLabor would not be covered beyond the first year after the installMr [redacted] first contacted us about a problem with his unit on 6/25/and the service was scheduled for 6/27/The Sears’ technician checked the unit and replaced a partWe went back out a month later and repaired a loose wire under a recallThe 90-day service guarantee only covers the repair that was doneIf something else goes wrong and the problem is not related to the other repair, it is not coveredThe other appointments were cancelled due to the customer not wanting to pay anything elseThe customer always has to pay for a different issue found after the service call if it is not related to the original issue, which we did correct on trip #Sometimes one part failure brings on another, which is what happens when you put new parts on older equipmentAlso, many times other problems do not present themselves until one issue is fixed and the unit continues to runWe cannot control future breakdowns and the cost of those repairsWe repaired the original issue twice, and the second service call was done at no additional cost to the customerAccording to the tech manager, Mr [redacted] refused to pay anything Therefore, the other services had to be cancelledPer Sears’ policy, the matter was reviewed and addressed by the appropriate managementMr [redacted] will not be reimbursed for the original service.We appreciate the opportunity to address Mr [redacted] concernsAs the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at 1-800-222-extension [redacted] or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
May 31, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a lease application As clarification, the leasing program in question is administered by [redacted] *** (WNLI) or [redacted] and we have no control over the approval or denial process as they are independently owned and operated outside of SearsThat said, we did speak with WNLI and they informed us that while their approval process is not based on a credit score, other factors are involvedWhat they did notice was that one of the issues may be that Ms [redacted] had a Wisconsin address on file in their system, but the complaint was submitted with an Arizona addressMs [redacted] could always try to reapply after days have elapsed to see if this was the cause of the problemRegardless, since the program is not based on a credit score, the criteria for approval is proprietary information and it does not have to be divulged; therefore, we have closed our file 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and I would like to note that Sears not me first scheduled an appointment to reexamine my tractor on January 8, that was the earliest appointment apparentlyThen 7:15am on December 21st, Sears sent me an email stating my appointment was reschedule to that DAY, December 21st am-12pmI was on my way to work in Washington DC when this email was sent on the same dayI live in Maryland and I have job so I can't just be at home without being given noticeI called up Sears and explained I was not at home and the lawn tractor was locked up in my shed so I couldn't make this appointment Sears just scheduled that day with only minute noticeI was told that again the earliest appointment was January 8th, I hope this can be resolved but from my conversations with Brenda, a Sears customer service representative, today and other Sears customer service representativesI still keep getting told even if the technicain doesn't see a mouse the technician can consider it an animal infestationWhen I asked what evidence a technician would need t determine an animal infestation was the culprit, I am not told anything concreteI asked if the technician would be taking the engine apart to identify the problem and Brenda told me he doesn't have to if the technician thinks there was an animal infestationBrenda today started telling me stories if a technician pulled my oven from against the wall a saw a mouse he could refuse to fix the ovenI had not idea how this related to my situation since there was no mouse sightings or mouse evidenceTherefore, I am not confident at this point that Sears will rectify this situation I am willing to leave the case open to see what happens on the 8th Sincerely, [redacted] ***
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 regarding his washer repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recently scheduled repair appointmentWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance [redacted] with [redacted] responded that they were able to move Mr [redacted] appointment up to September 30, On the day of service, the technician replaced the pump and the bellow; completing the repair With that said, since we have documented Mr [redacted] concerns and accommodated his request for sooner service, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
October 27, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Ramandeep [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and the failure of his sears.com order to reach Sears Auto Center It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we sent an email directly to MrGill on October 7, 2016, to inform him that a refund of $was issued to his Sears card ending in 1041, and a second email was sent to him on October 10, 2016, to inform him that his gift card balance of $was restored MrGill may reply to our email(s) if he has any further questions about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and the appropriate 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
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, Jerome M***
January 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase District Manager [redacted] provided the following response: The Snow Thrower was purchased during liquidation and it was a floor model and sold as isIt was missing the manual and sheer pins as he notes, but we printed the manual and ordered the sheer pins for himIt was our understanding that he has the sheer pins and manual in his possession nowIn regard to the key, all snow throwers have the key already in the unit at time of purchaseThis snow thrower was no different and the customer took it home with the key The power cord in question is not an item that comes with snow throwers There are no snow throwers we sell that come with a power cord It is recommended that the customer us a prong extension cord for the electric start.The [redacted] Outlet in question we will be more than willing to refund for the customer Unfortunately being in liquidation once an item is sold out we no long are replenishing them so a refund is the only option for the [redacted] outletIf Mr [redacted] wishes to return the [redacted] outlet, he must bring it in prior to the closing of the storefor any question, he may call [redacted] during business hoursWe 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 Complaint Specialist Sears Holdings Corporation Tell us why here
December 19, [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 to have the items shipped to her It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe 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 found that a full refund had been issued on November 28, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since 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
Tell us why here...September 2, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] / Juan [redacted] Via: [redacted] @chicago.Revdex.com.org 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 mannerWe have come to an amicable resolution with Mr [redacted] as of September 1, At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x 5552, or via email at Jeanne [redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Juan [redacted]
May 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dishwasher purchase.Upon receipt of Mr [redacted] complaint we notified his local service unit of his issuesThey were able to dispatch a technician to the home and everything appeared to be working fineMr [redacted] has a contact at the local unit if he encounters any further issues in receiving serviceWE would also note that he mentioned his warranty would be expiring soon and we show that he has a one year warranty that will not expire until February 24, At this time, since the dishwasher appears to be working as designed, we have closed our file.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 concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
September 29, 2016Revdex.comAttn: Nita [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case # [redacted] ***Via: Revdex.com WebsiteDear Ms [redacted] ,Thank you for allowing our office to assist you with the concerns you recently brought to our attentionWe appreciate the opportunity to address the customer’s concernsSears Home Improvement Products (SHIP) is disheartened that the customer felt that his concerns were not resolved adequately by our company prior to seeking further actions from youThis letter serves to confirm that we have completed our investigation in regards to the above-referenced file.SHIP is responding to the consumer complaint from [redacted] regarding his HVAC unitSHIP will not agree to replace his HVAC unitThat decision is based on the following informationThere have been two inspections done by the SHIP’s project coordinator with the installer and the distributor to address the consumer’s concernsNo issues were found during the first inspectionThe second inspection was scheduled with Steve Boyer, the distributor technician for ICP products, the project coordinator and the original installerThey were unable to find any issues with his system during the second inspectionThe only noise coming from the unit was the compressor noiseThey also checked pressures and amperages after a minute run to be sure all was good and found no issues with the unit at allThis was explained to the customers and their daughter.As far as air reaching to the upstairs, we did nothing to the ductworkHowever, there was good airflow coming out of all ventsAccording to the project coordinator, the vent to the daughter’s bedroom (where the customer was complaining it was hot) was closed and we had to use a screw driver to get it openedWhen we were there the thermostat downstairs was set on degrees, it was in the houseThe upstairs was in the mother’s bedroom and in the hallwayIt is only a degree difference from downstairs to upstairs mother’s bedroom and a degree difference in the hall wayThey had most of the doors shut upstairsIt was degrees that dayThe project coordinator stated she advised them to leave the doors open to help the air circulate better We installed per the contract and the customer signed all completion paperwork acknowledging satisfactory completion of the installationAs far as fixing the unit, there is nothing wrong with the equipment we installed as no issues were found with the unit or installation during the inspectionsThe City of Reynoldsburg Building Inspector did also complete a final inspection to finalize the permitThe inspector did not find any issues with the product or installationIt has been confirmed with the City of Reynoldsburg Building Division that the permit was finalized and the job was found to be installed according to code guidelines and industry standardsWe have fulfilled our obligation in regards to the contract and stand ready to complete any warranty repairs, as contracted, that may ariseAs the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigation processIf you have any further questions or concerns regarding this matter, please contact me at ***-***- [redacted] extension ***, or via email at richard.***@searshomepro.comSincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
January 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order onlineWe value Mr [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online cancelled and voided the previous check that had been issued and reprocessed a new refundFor Mr [redacted] records, the refund receipts are [redacted] and [redacted] The refund will arrive in the mail to the new address Mr [redacted] providedAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him the type of customer service that we have built our reputation uponIn the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase According to our records, Mr [redacted] received the correct pedestal on July 29, Additionally, a credit for $was issued to his account on July 31, We appreciate him taking the time to bring this matter to our attentionSince we have granted Mr [redacted] requests, we respectfully ask that this matter be considered 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 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 her dissatisfaction with the multiple rescheduled service appointments for the repair of her washer and dryer It is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a washer and dryer repairWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further We contacted Ms [redacted] and she confirmed that she wanted to cancel the protection agreements on both her washer and dryer due to the rescheduled appointmentsWe advised Ms [redacted] that per the terms on the agreement, she would receive a prorated refund for the remaining term on her contractsMs [redacted] should receive a bank check within – weeksWith 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]
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Laraine B [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide a refund for a part she purchased for her lawn mower while within the manufacturer’s warranty period It is unfortunate that we failed MsB [redacted] expectations when she recently requested assistance from SearsWe value her patronage and can understand her frustration with the events detailed in her complaint We can assure MsB [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that MsB [redacted] letter was in fact received and clearly legible She was informed on July 12, 2017, that her request for reimbursement was denied because she did not obtain prior approval for the repair As clarification, MsB [redacted] received a year manufacturer’s warranty with her lawn mower purchase, but did not contact Sears or Craftsman for warranty assistance While she did make her request for reimbursement within the manufacturer’s warranty period, the warranty offers repair or replacement parts through service only The warranty statement is shown in the owner’s manual that was provided to MsB [redacted] with her lawn mower and specifically states, “For warranty coverage details [or] to obtain free repair or replacement, visit the web www[redacted] At this time, we can only apologize for any misinterpretation of the warranty or other inconvenience MsB [redacted] may have experienced We respectfully ask to have this matter closed, since we have noted MsB [redacted] comments and for the aforementioned reasons, no further resolution can be provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
December 3, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Gregory H***Dear Ms [redacted] :We have completed the investigation of Mr***’s complaint regarding the charges he was assessed for an in-home visit to assess his washer.As clarification, all of our customers should receive an estimate prior to repair informing them of our findings and the projected charges so that they have a chance to either accept those charges so the technician can proceed with the repair, or decline them and only be responsible for the trip/diagnostic feeIn Mr***’s case, his narrative did not sound as if he was given the opportunity to agree to any instruction charges before the instruction was provided Additionally the instruction sounded more as if it was just a diagnosis of the issue, which is covered under the minimum fee, and not lengthy instruction on how to use the applianceAs such, we agree that Mr [redacted] is entitled to receive back all charges above the previously agreed to minimum fee of $ plus taxFurthermore, as an apology for any misinformation, we are willing to refund half of the minimum feeTo do this, we need Mr [redacted] to contact us with the full digit account number for the MasterCard ending in Once we have those other digits, we will be able to credit his account $116.09, which includes the 9% tax on the amount being refundedMr [redacted] can contact me at Dana[redacted] @searshc.com or at [redacted] ; we would note that we do not need the security code on the back nor the expiration date for the card since this is not needed to place a refund rather than a charge against the accountIn the interim, since we are willing to provide a refund to Mr [redacted] we have closed our file pending his response.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,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
April 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service for her washer Upon receipt of Ms [redacted] complaint, we found that the service repair had already been completedMs [redacted] confirmed that her washer was workingI addressed the problems Ms [redacted] was having with customer care and the confusion she encountered with her washer showing under her father's customer profile instead of hers I'd like to take a moment to explain our customer profile systemWhen a customer makes a large appliance purchase from Sears our system gathers their basic contact information and generates a customer profileIf there is already a customer profile in our system then the appliance purchase will show under their profile with the date of purchase and model number and type of applianceGenerally the profile is filed under the main phone number the customer provides at time of purchaseIn Ms [redacted] case her washer is currently listed under her father's profile since he was the purchaserTo alleviate this issue in the future Ms [redacted] father will need to contact Sears Protection Agreement office at [redacted] and have the washer with the Master Protection Agreement transferred to her customer profileFor fraud protection Ms [redacted] father will need to do this himself as the purchaserMs [redacted] stated she understood this processAs Ms [redacted] washer has already been repaired we offered her a gift card in the amount of $for the inconvenience of the service reschedules she experiencedThis offer was accepted Since we have repaired Ms [redacted] washer and resolution offered were acceptable to Ms [redacted] we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 6, Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: # - Sally [redacted] Dear Ms [redacted] : We have not fully completed our investigation of Ms [redacted] complaint regarding the repair of her dehumidifier We apologize for the delay in responding to this complaintWe forwarded this matter to the Service Unit Manager to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may contact me directly at 512- [redacted] We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[redacted] @searshc.com