[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorPer the terms and conditions of the Master Protection Agreement covering Mr [redacted] refrigerator, it was approved for replacementMs [redacted] has been informed of the authorization to replace and I have also emailed Mr [redacted] to inform him as wellAt this time, since we have noted the authorization to replace the [redacted] refrigerator, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - Isaac [redacted] Dear Ms [redacted] : We have not fully completed our investigation Mr [redacted] complaint regarding his snow blowerOnce we have completed our research we will provide an update of the situation and actions taken We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Claudine A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the multiple service attempts on her washer and the service appointment availability As clarification, Ms [redacted] purchased a Master Protection Agreement that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “ must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”We have researched Ms [redacted] ’s service history, and under the aforementioned terms, on September 2, she did meet the criteria for replacement According to our notes, on September 5, our contract department authorized for the replacement of the washer due to the multiple repair attemptsMs [redacted] has been authorized for $ towards a replacement washer from SearsDelivery and haul away are covered with your protection agreementOnce the replacement has been delivered, the protection agreement will be transferred to the new oneThe authorization will expire within daysWith that being said, since we have provided Ms [redacted] with her requested resolution, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com
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] ***
Initial Business Response / [redacted] (1000, 6, 2015/09/25) */ September 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] complaint regarding his dissatisfaction with the problems he encountered when he scheduled service for his refrigerator It is unfortunate that we failed Mr[redacted] expectations when he recently scheduled a refrigerator repairWe value Mr[redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Upon receipt of Mr[redacted] complaint we reached out to [redacted] District Operations Supervisor for Unit 6141, to assist with Mr[redacted] concernsMs[redacted] contacted Mr [redacted] and apologized for the technician not arriving for the scheduled appointmentThey agreed to schedule service for September 17, and she would monitor the serviceThe technician arrived on September 17, and inspected the refrigeratorHe was not able to hear any abnoises and determined that the refrigerator is workingMs[redacted] provided Mr [redacted] her contact information and requested that he contact her if the problem returnsWith that being said, since we have addressed the issue brought forth in Mr[redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) they did not fix my fridge, I had to call again.they said that I could get a new fridge because of my warrenty they were supposed to deliver it today( the earliest day) they brought a dented one and offered to give me sears rewards if I took iti did not and now the next delivery date is oct10(the earliest day)i think the file is nowhere near closedi`m still having to make calls and wait on sears Final Business Response / [redacted] (4000, 12, 2015/10/22) */ October 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] rebuttal to our response regarding his dissatisfaction with the problems he encountered with the delivery of his replacement refrigerator We apologize to Mr [redacted] for delay in the delivery of his refrigerator and that we failed to meet his expectationsFor his inconvenience, we issued Mr [redacted] a $gift card that was sent to him via regular mail on October 6, Our notes indicate that the refrigerator was delivered on October 10, and a manual work order was issued to reverse the refrigerator doors and it was scheduled for October 14, On October 13, Mr [redacted] stated that he would not be available for the time frame provided on October 14, and we rescheduled for October 17, We offered him a $gift card for the inconvenience again and it was sent to Mr [redacted] via email on October 13, Our technician arrived on October 17, to reverse the doors, but there was a problem with the hingeRegrettably, we had to order another replacement refrigerator for Mr***Our delivery team noted to reverse the doors on the refrigerator prior to the next deliveryThe refrigerator was delivered on October 20, and the order was completedWith that being said, since we have addressed the issued brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 14, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) our buisness is finished,the way it`s stated in their version is not exactly right but it`s done.I did get the gift cards and a new fridge but there was more calls and more rearranging of my schedule.their employees in home services were very good and delivery were good but everybody else I dealt with and I dealt with a lot, were not good at all
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]
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]
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***
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]
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]
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
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
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]
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
June 29, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Service Order #: [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website Dear Ms [redacted] Thank you for allowing our office to assist you with the concerns you recently brought to our attentionThis letter serves as a follow up to my attempts to reach Ms [redacted] on 06/14/2016, 06/15/2016, 06/17/and 06/27/On behalf of Sears please know that we do value her as a customer and apologize for any frustrations or inconveniences she may have experienced Sears is dedicated to its customers and their overall satisfaction with any and all work performed by either Sears 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 mannerI have notified the Product Repair Service (PRS) Department about the customer’s complaintThis would not be the process for our techniciansPer Sears’ policy, the matter has been reviewed and addressed by the appropriate management According to the district tech manager, the original call was set up as an $collect preventive maintenance check, and it said nothing on it about having cooling issuesThe technician serviced the unit and told Ms [redacted] that the Freon charge and everything else seemed fine so he didn’t add any Freon, nor did he charge for anything other than the $The 2nd work order that was created said nothing about not sending the same tech back, so because of the location, the tech was the one dispatched againHe showed up because it was his 1st call, and she told him when he got there that she had already canceled and asked him to leave, which he didThe manager also attempted to contact Ms [redacted] and was unable to reach herHe would like to send a different tech out at no charge to analyze the situation and determine what we can do for herShe can contact the manager at [redacted] to make arrangement Sears cannot keep the file opened for an indefinite period of timeWe will be closing it if we do not hear from Ms [redacted] in the next few daysIf you have any further questions or concerns regarding this matter, please contact me at 1- [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
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
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] ***
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
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***
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
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorPer the terms and conditions of the Master Protection Agreement covering Mr [redacted] refrigerator, it was approved for replacementMs [redacted] has been informed of the authorization to replace and I have also emailed Mr [redacted] to inform him as wellAt this time, since we have noted the authorization to replace the [redacted] refrigerator, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - Isaac [redacted] Dear Ms [redacted] : We have not fully completed our investigation Mr [redacted] complaint regarding his snow blowerOnce we have completed our research we will provide an update of the situation and actions taken We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Claudine A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the multiple service attempts on her washer and the service appointment availability As clarification, Ms [redacted] purchased a Master Protection Agreement that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “ must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”We have researched Ms [redacted] ’s service history, and under the aforementioned terms, on September 2, she did meet the criteria for replacement According to our notes, on September 5, our contract department authorized for the replacement of the washer due to the multiple repair attemptsMs [redacted] has been authorized for $ towards a replacement washer from SearsDelivery and haul away are covered with your protection agreementOnce the replacement has been delivered, the protection agreement will be transferred to the new oneThe authorization will expire within daysWith that being said, since we have provided Ms [redacted] with her requested resolution, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com
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] ***
Initial Business Response / [redacted] (1000, 6, 2015/09/25) */ September 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] complaint regarding his dissatisfaction with the problems he encountered when he scheduled service for his refrigerator It is unfortunate that we failed Mr[redacted] expectations when he recently scheduled a refrigerator repairWe value Mr[redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Upon receipt of Mr[redacted] complaint we reached out to [redacted] District Operations Supervisor for Unit 6141, to assist with Mr[redacted] concernsMs[redacted] contacted Mr [redacted] and apologized for the technician not arriving for the scheduled appointmentThey agreed to schedule service for September 17, and she would monitor the serviceThe technician arrived on September 17, and inspected the refrigeratorHe was not able to hear any abnoises and determined that the refrigerator is workingMs[redacted] provided Mr [redacted] her contact information and requested that he contact her if the problem returnsWith that being said, since we have addressed the issue brought forth in Mr[redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) they did not fix my fridge, I had to call again.they said that I could get a new fridge because of my warrenty they were supposed to deliver it today( the earliest day) they brought a dented one and offered to give me sears rewards if I took iti did not and now the next delivery date is oct10(the earliest day)i think the file is nowhere near closedi`m still having to make calls and wait on sears Final Business Response / [redacted] (4000, 12, 2015/10/22) */ October 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] rebuttal to our response regarding his dissatisfaction with the problems he encountered with the delivery of his replacement refrigerator We apologize to Mr [redacted] for delay in the delivery of his refrigerator and that we failed to meet his expectationsFor his inconvenience, we issued Mr [redacted] a $gift card that was sent to him via regular mail on October 6, Our notes indicate that the refrigerator was delivered on October 10, and a manual work order was issued to reverse the refrigerator doors and it was scheduled for October 14, On October 13, Mr [redacted] stated that he would not be available for the time frame provided on October 14, and we rescheduled for October 17, We offered him a $gift card for the inconvenience again and it was sent to Mr [redacted] via email on October 13, Our technician arrived on October 17, to reverse the doors, but there was a problem with the hingeRegrettably, we had to order another replacement refrigerator for Mr***Our delivery team noted to reverse the doors on the refrigerator prior to the next deliveryThe refrigerator was delivered on October 20, and the order was completedWith that being said, since we have addressed the issued brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 14, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) our buisness is finished,the way it`s stated in their version is not exactly right but it`s done.I did get the gift cards and a new fridge but there was more calls and more rearranging of my schedule.their employees in home services were very good and delivery were good but everybody else I dealt with and I dealt with a lot, were not good at all
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]
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]
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***
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]
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]
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
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
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]
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
June 29, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Service Order #: [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website Dear Ms [redacted] Thank you for allowing our office to assist you with the concerns you recently brought to our attentionThis letter serves as a follow up to my attempts to reach Ms [redacted] on 06/14/2016, 06/15/2016, 06/17/and 06/27/On behalf of Sears please know that we do value her as a customer and apologize for any frustrations or inconveniences she may have experienced Sears is dedicated to its customers and their overall satisfaction with any and all work performed by either Sears 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 mannerI have notified the Product Repair Service (PRS) Department about the customer’s complaintThis would not be the process for our techniciansPer Sears’ policy, the matter has been reviewed and addressed by the appropriate management According to the district tech manager, the original call was set up as an $collect preventive maintenance check, and it said nothing on it about having cooling issuesThe technician serviced the unit and told Ms [redacted] that the Freon charge and everything else seemed fine so he didn’t add any Freon, nor did he charge for anything other than the $The 2nd work order that was created said nothing about not sending the same tech back, so because of the location, the tech was the one dispatched againHe showed up because it was his 1st call, and she told him when he got there that she had already canceled and asked him to leave, which he didThe manager also attempted to contact Ms [redacted] and was unable to reach herHe would like to send a different tech out at no charge to analyze the situation and determine what we can do for herShe can contact the manager at [redacted] to make arrangement Sears cannot keep the file opened for an indefinite period of timeWe will be closing it if we do not hear from Ms [redacted] in the next few daysIf you have any further questions or concerns regarding this matter, please contact me at 1- [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
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
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] ***
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
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***
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