December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr
*** complaint regarding his dishwasher We want to note that it is standard procedure for a manufacturer to have an alleged defect verified prior to fulfilling the terms of a warrantyFurthermore, Mr*** manufacturer’s warranty does note that the consumer will pay labor after the first yearHowever, we have sent the part Mr*** noted to his home free of charge as a onetime courtesyThe estimated arrival date is December 27, As such, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94574131-Ronald R***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding a part for his saw
According to our records, it
was determined that the motor for Mr***'s saw is not available any longerWe try to provide parts for as long as possible, but at some point in time, the demand for these items will decrease and our supplier may decide to discontinue productionA full refund was issued to Mr***'s account on October 13, when this was discoveredThat refund should reflect in 3-business daysUsually, the diagnosis fee ($79.00) is not refunded as consumers are advised when setting up their appointments that this is a non-refundable fee whether the repair is finished or notHowever, this was refunded as a customer courtesy
Mr***'s saw was purchased in according to our records and it carried a one year manufacturer's warranty; therefore, and replacement costs would be his responsibilityIn the interest of customer satisfaction, we are willing to discount the purchase of a new saw from Sears by 10%This would apply on top of current sale prices, but not on clearance, closeout, floor model, previously used or outlet merchandiseShould Mr*** wish to accept, I may be reached during business hours via email at Tammie.***@searshc.comThis offer is valid for days from the date of this letter; after that, it will be null and voidIn light of the aforementioned information, we respectfully ask that this matter be considered closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
Tammie.***@searshc.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear *** *** We have completed the investigation of Ms***’s complaint regarding her property damage claim with ***Due to the
nature of Ms*** concerns, a claim was opened with ***, our third-party claims adjusterIf Ms*** has any questions regarding her claim, she can contact *** ***, her claims examiner at *** and reference claim # ***As clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***’s actions; their decision on any claim is final. In the interim, since Ms*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our fileIt is our understanding that Ms*** is in communication with her claims examiner and they are moving forward with the investigationWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially because we DID NOT receive our mutually agreed upon compensation from Sears within the agreed upon time frame for our acceptance of a refrigerator that was damaged during delivery we were forced to filed a complaint with the Revdex.comThanks to the Revdex.com the compensation has finally occurredWe are very thankful that an organization such as the Revdex.com exists to help consumers, such as ourselves, in resolving issues with businessesThank You:-)
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a service call to repair her garage door openerWhen I spoke
with *** ***, it was agreed that we would have her garage door opener serviced on Friday, April 29th before 1pm. When the technician contacted *** *** to advise of his arrival time she stated that she was to be scheduled on Saturday the 30thThe local office was booked with appointments and informed *** *** that they were unable to service her on Saturday*** *** was not pleased with not being able to have service on Saturday and became agitated and used inappropriate languageSears Garage Solutions is no longer wants to send a technician to *** ***’s home due to the issues surrounding this service call and concerns noted in her complaint If *** *** would like to discuss this issue, she can reach out Garage Solutions Customer Service Department at *** That said we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
January 24, 2017*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our customer service and non-receipt of a
storage building she purchased through sears.com for store pick up.It is unfortunate that we failed Mrs*** expectations when she recently purchased a storage building from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs*** 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 Mrs*** storage building has been waiting at our store since Friday, January 13, *** *** Operations Manager for Sears store number *** has attempted to reach Mrs*** by telephone and has left messages at her daytime telephone number asking her to return his call, but she has not yet replied Mr*** would like to speak to Mrs*** to offer her either free delivery or a $credit on her purchase as an apology for this issue However, until he has the opportunity to speak with Mrs*** we are unable to proceed with either resolution Therefore, we ask that Mrs*** call *** *** at *** *** within fifteen business days to accept one of our offers or request a return and refund If we do not hear from her within this time-frame, we will refund her purchase price and return the item to stock In the interim, we can only reiterate that we truly regret any inconvenience Mrs*** may have experienced We respectfully ask to have this matter closed pending Mrs*** response, since we have noted her comments and proposed an equitable resolution. We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns. Sincerely, *** *** Regulatory Complaint Specialist***
*** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed our investigation of Ms* *** complaint regarding Her front load washer We apologize that Ms* ***
washer failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Ms* *** case she purchased her refrigerator on December 1, 2008, and the full manufacture warranty expired a year later on December 1, We show no record of service done on this washer by SearsTo expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Ms*** while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsUnder the circumstances, we are willing to have a technician come out to the house to diagnose the unit at no cost to Ms*** it should be noted that the offer of a service call at no charge is more than other companies would offer, and one on which we will standMs*** need only contact me directly a* *** or via email at *** and I will set up the diagnostic service call at no chargeIt will then be up to Ms*** to decide if she wants Sears to complete whatever repairs are found to be necessary with the understanding that the cost of the repairs will be her responsibilityIn the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: 1***
I am rejecting this response because:Good morning,I'm not sure why the previous language indicates Sears will do no more to fix the issue The last repairman found the heat exchanger was bad in the refrigerator (why he didn't find this the previous four visits, I don't know, maybe finding too many of the problems in one visit would have required a full replacement and Sears would have profited less from that) *** *** has purchased the heat exchanger and have it being delivered to my house When it arrives, I will call *** *** to schedule a Sears repairman to return and install The refrigerator is not fixed and the problem is ongoing *** *** has not reached out to me in about two weeks, so again I'm at the mercy of hoping Sears actually does the job they're required to do (which they have already failed on) to receive the benefits of warranty I understand there is a delay between when Sears can respond to my complaint, but I do not believe it is anywhere close to a day period I respectfully request this complaint not be closed with my satisfaction until Sears completes their responsibilities in this matter
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Only after the Revdex.com contacted the company did the company not only address my concerns, but follow through with what it said it would do to rectify the situation
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her range Prior to receiving Ms
*** complaint, our records show that she contacted our escalated customer service group, Executive Member Services (EMS), for assistance. EMS agent *** *** authorized Ms*** for a replacement range; she has $to use towards a new range from Sears. It is our understanding that she is satisfied with the resolution and she will be selecting a new range shortly. Mr*** will continue to follwith Ms*** to ensure her satisfaction. With that said, since Ms*** is being provided with a fair resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
April 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms***
complaint regarding her online orders
It is unfortunate that we failed Ms*** expectations and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the complaint filed, we found that she had been in contact with Customer Solutions, Sears' escalated complaint departmentCustomer Solutions processed a refund of $on return sales receipt number *** This refund was processed on April 19, 2015, and will take approximately three to five business days to reflect in he* *** account ending in *** In the interim, since a refund has been issued, we respectfully ask to have this matter closed, pending her receipt of the credit to her account
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
May 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the multiple repairs on her range and her safety
concern that the unit turned on by itself
We apologize that Ms*** range failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldAccording to our records, the range was purchased on December 27, and she requested service due to the switch problem with the range on January 13, Our technician ordered and installed the parts; the repair was completed on January 31, A few months later, on April 24, Ms*** requested service againRegrettably, it took our technician several attempts and parts to complete the repairOur records indicate that on May 16, our technician installed the final part and the repair was completed
We contacted Ms*** and she confirmed that the repair was completedHowever, she mentioned her concern that the oven is still over-heating and her concern that the oven had previously turned on by itself with the switch in the off positionDue to the continued issue and the multiple repair attempts, we offered to exchange the range; she accepted the offerMs*** stated that she will make a selection next week and will contact me to complete the exchangeWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a TV purchased from www.sears.comWe have no records of a member of
management advising Mr*** to lie to ***, the manufacturer of the television purchased from www.sears.com to get free partsAdditionally, all Mr*** needs to do is contact *** and adivse them that he purchased an open box television and needs to purchase partsIt is important to add that any universal remote control will operate the televisionIf the television is going to be hung on a wall, the stand would not be necessaryBelow are two websites that sell *** partshttp://www.***parts.com/Default.aspx http://www*** Since we have noted our response to Mr*** concerns and have referred him to two places to purchase the needed items, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
September 9,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #- Kenny ***
Dear Ms***:
We have completed the investigation of Mr***' complaint regarding our technician not making it to his home during the time window scheduled of 1:00-5:and then the subsequent cancelation of the call when it became apparent the technician would be unable to arrive on that date at all
We would first like to apologize for the delay in responding to Mr***' complaintThe Revdex.com recently changed the system through which we receive complaints and there were some that dropped out of site, while still needing to be answeredThis was fixed by the Revdex.com but then caused us to have a bit of a back-log that delayed our response
With that said, we have reviewed Mr***' concerns and apologize that we were unable to meet our scheduled commitmentAs with any business that deals with appointments there is always a chance that a call might have to be rescheduled due to another call that ran considerably over the time allotted and/or that everyone scheduled to work may not have made it inThe technician that called Mr*** in the evening is not necessarily the same technician that might have been assigned his call earlier in the dayThere is a point that even our technicians have to call it a day, and we cannot require them to continue working so far past their scheduled time
In Mr***' case, it is hard for us to piece together what might have happened earlier in the day that caused his appointment to have to be canceledWe do know though that as an expression of our apologies for not being able to provide service on the originally scheduled date, Mr*** was offered a discount of $He seems to dismiss this as a minor accommodation when in fact it is quite a substantial one from our perspectiveIn his complaint he says he will not do business with us no matter what is offered, so at this point we are unsure as to what resolution he may be seekingIf he would still like to have us complete a repair for him, we would be happy to expedite a repair date and have the service unit watch over it to ensure the call is completed without incidentWe would also be willing to increase the offer to cover our estimate fee of $In this way, if Mr*** were to decline our estimate and choose to not have the appliance repaired, he would not be out any monies as we would cover that fee and if he accepts then he would receive a $deduction off the price of our laborOther than this, we do not see that any other resolution is feasible but we are certainly open to suggestionsIn the interim, since we remain willing to provide service if Mr*** still requires assistance, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: Dana.***@searshc.com
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We
have completed our investigation regarding Mr*** complaint regarding his screwdriver We have provided Mr*** with a replacement screwdriver and he indicated that he was satisfiedAccordingly, we respectfully ask that this matter be considered closed. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear MsVirghes:
We have completed the investigation of Mr*** complaint that he filed on behalf of his daughter, Mandy ***, regarding the
multiple repairs on her refrigerator
It is unfortunate that we failed Ms*** expectations when she recently scheduled service for her refrigeratorWe reviewed the service orders related to Ms*** refrigeratorOur records indicate that Ms*** purchased the refrigerator on March 13, and the manufacturer’s one year warranty expired on March 20, There are no service orders or issues reported during the manufacturer’s warranty coverageOn April 13, Ms*** reported that the refrigerator was not making ice or coolingOur technician assessed the refrigerator and determined that the adaptive defrost was not workingOur technician installed the part on April 30, and informed Ms*** that it could take hours to start coolingMs*** paid $for the parts, diagnostic fee and labor
One month later, Ms*** called again to report that issue had returnedWe would like to note that Sears has a 90-day service guarantee on repairs because sometimes a unit may have an intermittent problem or may have another part failure related to the issueOn June 10, our tech returned and resealed the cabinet around the door; at no additional chargeOn June 17, Ms*** reported that the refrigerator was not cooling againOur technician returned and found the drain plug was cloggedHe cleared the drain plug at no additional charge for the serviceRegrettably, Ms*** continued to have a problem with the refrigerator not coolingUpon receipt of the complaint from your agency, on July 7, we contacted Ms*** to discuss her concernsWe explained that the refrigerator was no longer under the manufacturer’s warrantyWe informed her that the repair was still within our day service guarantee and offered to schedule serviceMs*** stated that she already had repairs and had already purchased another refrigerator that would be delivered on July 13, Ms*** agreed to schedule service to allow our technician another attempt to repair the refrigerator and service was set for July 9, Our technician returned and contacted our Strategic Technical Assistance Center (STAC) to report his findingsThe freezer was at degrees but the refrigerator would not go below degreesThey confirmed that the evaporator drain was cleared, that the door was sealed, and changed the control defrostOur technician checked behind the tower to check for ice formation, check the fan, and any restrictionsAfter reviewing the technician’s findings, it was determined that the thermostat would need to be replacedThe information was provided to Ms*** and the notes indicate that she refused to continue with the service because she did not trust another repairOur technician was instructed to return the parts for a refund
Due to the inconvenience and for customer satisfaction, Tech Manager *** *** has authorized for a full refund of the initial service orderAs clarification, the minimum diagnostic fee is non refundable and in Ms*** case the diagnostic fee was $Ms*** confirmed that we would refund the diagnostic fee as wellWe informed Ms*** that she would receive a refund of $As for Mr*** request for a refund of the refrigerator and food loss is concern, we did not find that this was warranted, particularly since the refrigerator is no longer under warranty and Ms*** was issued a full refund on the serviceAs this decision is commensurate to the circumstances, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the efficiency of this service that has been able to get someone from Sears to reply and acknowledge the poor service they have provided to meThe apology is well written but I do not see a clear indication that
Sears is really taking actions to fix the communication channels with their CustomersI feel sorry for the future victimsAnyway, my problem is solvedNot by Sears of courseMy insurance company waived the payment of the deductible that I had already paid to Sears and gave me the option to have the repair done by another companyIn less than hours my garage door was fixed
thank you
July 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of MsJ*** complaint regarding her dissatisfaction with our customer
service and a refrigerator she purchased from Sears Outlet It is unfortunate that we failed MsJ*** expectations when she recently purchased a refrigerator from Sears OutletWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure MsJ*** 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 MsJ*** was assisted by Sears Outlet Lead Tivia W***. The correct measurements were taken and a new counter depth refrigerator was delivered to MsJ*** home. Tivia W*** has attempted to reach MsJ*** since our receipt of this complaint, but has not yet been able to speak with her. If MsJ*** still needs assistance with this matter, she is welcome to contact Tivia at (*** *** At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future MsJ*** will allow us an opportunity to provide her 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 MsJ*** 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, N*** G*** Regulatory Complaint Specialist *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Christopher L***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding the cancellation of his
dishwasher repair First, we would like to apologize to Mr*** for failing his expectations when he recently scheduled service for his dishwasher. Unfortunately, there are times when a repair will need to be rescheduled due to unforeseen circumstances, such a technician not being able to complete all the calls on his route because of an unexpected lengthy repair, because a technician’s route was inadvertently overbooked, or because a technician called in sick. In Mr*** case, it appears that the technician was overbooked. However, it appears that the agent who spoke with Mr*** misinformed him that the technician had come by his home and noted the call as “not home”. We have sent feedback on this agent so that the appropriate coaching can be provided to prevent further issues such as this from recurring Our records show that Mr*** has not rescheduled his appointment, but we hope he will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation upon. In an effort to retain Mr*** patronage and to express our sincerest apologies, we have submitted a request for a $gift card. Mr*** should receive it in the mail within the next two to three weeks and is welcome to use it at his local Sears or online. In the interim, since we have documented Mr*** concerns with the repair/scheduling process, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr
*** complaint regarding his dishwasher We want to note that it is standard procedure for a manufacturer to have an alleged defect verified prior to fulfilling the terms of a warrantyFurthermore, Mr*** manufacturer’s warranty does note that the consumer will pay labor after the first yearHowever, we have sent the part Mr*** noted to his home free of charge as a onetime courtesyThe estimated arrival date is December 27, As such, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94574131-Ronald R***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding a part for his saw
According to our records, it
was determined that the motor for Mr***'s saw is not available any longerWe try to provide parts for as long as possible, but at some point in time, the demand for these items will decrease and our supplier may decide to discontinue productionA full refund was issued to Mr***'s account on October 13, when this was discoveredThat refund should reflect in 3-business daysUsually, the diagnosis fee ($79.00) is not refunded as consumers are advised when setting up their appointments that this is a non-refundable fee whether the repair is finished or notHowever, this was refunded as a customer courtesy
Mr***'s saw was purchased in according to our records and it carried a one year manufacturer's warranty; therefore, and replacement costs would be his responsibilityIn the interest of customer satisfaction, we are willing to discount the purchase of a new saw from Sears by 10%This would apply on top of current sale prices, but not on clearance, closeout, floor model, previously used or outlet merchandiseShould Mr*** wish to accept, I may be reached during business hours via email at Tammie.***@searshc.comThis offer is valid for days from the date of this letter; after that, it will be null and voidIn light of the aforementioned information, we respectfully ask that this matter be considered closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
Tammie.***@searshc.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear *** *** We have completed the investigation of Ms***’s complaint regarding her property damage claim with ***Due to the
nature of Ms*** concerns, a claim was opened with ***, our third-party claims adjusterIf Ms*** has any questions regarding her claim, she can contact *** ***, her claims examiner at *** and reference claim # ***As clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***’s actions; their decision on any claim is final. In the interim, since Ms*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our fileIt is our understanding that Ms*** is in communication with her claims examiner and they are moving forward with the investigationWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially because we DID NOT receive our mutually agreed upon compensation from Sears within the agreed upon time frame for our acceptance of a refrigerator that was damaged during delivery we were forced to filed a complaint with the Revdex.comThanks to the Revdex.com the compensation has finally occurredWe are very thankful that an organization such as the Revdex.com exists to help consumers, such as ourselves, in resolving issues with businessesThank You:-)
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a service call to repair her garage door openerWhen I spoke
with *** ***, it was agreed that we would have her garage door opener serviced on Friday, April 29th before 1pm. When the technician contacted *** *** to advise of his arrival time she stated that she was to be scheduled on Saturday the 30thThe local office was booked with appointments and informed *** *** that they were unable to service her on Saturday*** *** was not pleased with not being able to have service on Saturday and became agitated and used inappropriate languageSears Garage Solutions is no longer wants to send a technician to *** ***’s home due to the issues surrounding this service call and concerns noted in her complaint If *** *** would like to discuss this issue, she can reach out Garage Solutions Customer Service Department at *** That said we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
January 24, 2017*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our customer service and non-receipt of a
storage building she purchased through sears.com for store pick up.It is unfortunate that we failed Mrs*** expectations when she recently purchased a storage building from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs*** 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 Mrs*** storage building has been waiting at our store since Friday, January 13, *** *** Operations Manager for Sears store number *** has attempted to reach Mrs*** by telephone and has left messages at her daytime telephone number asking her to return his call, but she has not yet replied Mr*** would like to speak to Mrs*** to offer her either free delivery or a $credit on her purchase as an apology for this issue However, until he has the opportunity to speak with Mrs*** we are unable to proceed with either resolution Therefore, we ask that Mrs*** call *** *** at *** *** within fifteen business days to accept one of our offers or request a return and refund If we do not hear from her within this time-frame, we will refund her purchase price and return the item to stock In the interim, we can only reiterate that we truly regret any inconvenience Mrs*** may have experienced We respectfully ask to have this matter closed pending Mrs*** response, since we have noted her comments and proposed an equitable resolution. We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns. Sincerely, *** *** Regulatory Complaint Specialist***
*** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed our investigation of Ms* *** complaint regarding Her front load washer We apologize that Ms* ***
washer failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Ms* *** case she purchased her refrigerator on December 1, 2008, and the full manufacture warranty expired a year later on December 1, We show no record of service done on this washer by SearsTo expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Ms*** while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsUnder the circumstances, we are willing to have a technician come out to the house to diagnose the unit at no cost to Ms*** it should be noted that the offer of a service call at no charge is more than other companies would offer, and one on which we will standMs*** need only contact me directly a* *** or via email at *** and I will set up the diagnostic service call at no chargeIt will then be up to Ms*** to decide if she wants Sears to complete whatever repairs are found to be necessary with the understanding that the cost of the repairs will be her responsibilityIn the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: 1***
I am rejecting this response because:Good morning,I'm not sure why the previous language indicates Sears will do no more to fix the issue The last repairman found the heat exchanger was bad in the refrigerator (why he didn't find this the previous four visits, I don't know, maybe finding too many of the problems in one visit would have required a full replacement and Sears would have profited less from that) *** *** has purchased the heat exchanger and have it being delivered to my house When it arrives, I will call *** *** to schedule a Sears repairman to return and install The refrigerator is not fixed and the problem is ongoing *** *** has not reached out to me in about two weeks, so again I'm at the mercy of hoping Sears actually does the job they're required to do (which they have already failed on) to receive the benefits of warranty I understand there is a delay between when Sears can respond to my complaint, but I do not believe it is anywhere close to a day period I respectfully request this complaint not be closed with my satisfaction until Sears completes their responsibilities in this matter
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Only after the Revdex.com contacted the company did the company not only address my concerns, but follow through with what it said it would do to rectify the situation
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her range Prior to receiving Ms
*** complaint, our records show that she contacted our escalated customer service group, Executive Member Services (EMS), for assistance. EMS agent *** *** authorized Ms*** for a replacement range; she has $to use towards a new range from Sears. It is our understanding that she is satisfied with the resolution and she will be selecting a new range shortly. Mr*** will continue to follwith Ms*** to ensure her satisfaction. With that said, since Ms*** is being provided with a fair resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
April 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms***
complaint regarding her online orders
It is unfortunate that we failed Ms*** expectations and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the complaint filed, we found that she had been in contact with Customer Solutions, Sears' escalated complaint departmentCustomer Solutions processed a refund of $on return sales receipt number *** This refund was processed on April 19, 2015, and will take approximately three to five business days to reflect in he* *** account ending in *** In the interim, since a refund has been issued, we respectfully ask to have this matter closed, pending her receipt of the credit to her account
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
May 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the multiple repairs on her range and her safety
concern that the unit turned on by itself
We apologize that Ms*** range failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldAccording to our records, the range was purchased on December 27, and she requested service due to the switch problem with the range on January 13, Our technician ordered and installed the parts; the repair was completed on January 31, A few months later, on April 24, Ms*** requested service againRegrettably, it took our technician several attempts and parts to complete the repairOur records indicate that on May 16, our technician installed the final part and the repair was completed
We contacted Ms*** and she confirmed that the repair was completedHowever, she mentioned her concern that the oven is still over-heating and her concern that the oven had previously turned on by itself with the switch in the off positionDue to the continued issue and the multiple repair attempts, we offered to exchange the range; she accepted the offerMs*** stated that she will make a selection next week and will contact me to complete the exchangeWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a TV purchased from www.sears.comWe have no records of a member of
management advising Mr*** to lie to ***, the manufacturer of the television purchased from www.sears.com to get free partsAdditionally, all Mr*** needs to do is contact *** and adivse them that he purchased an open box television and needs to purchase partsIt is important to add that any universal remote control will operate the televisionIf the television is going to be hung on a wall, the stand would not be necessaryBelow are two websites that sell *** partshttp://www.***parts.com/Default.aspx http://www*** Since we have noted our response to Mr*** concerns and have referred him to two places to purchase the needed items, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
September 9,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #- Kenny ***
Dear Ms***:
We have completed the investigation of Mr***' complaint regarding our technician not making it to his home during the time window scheduled of 1:00-5:and then the subsequent cancelation of the call when it became apparent the technician would be unable to arrive on that date at all
We would first like to apologize for the delay in responding to Mr***' complaintThe Revdex.com recently changed the system through which we receive complaints and there were some that dropped out of site, while still needing to be answeredThis was fixed by the Revdex.com but then caused us to have a bit of a back-log that delayed our response
With that said, we have reviewed Mr***' concerns and apologize that we were unable to meet our scheduled commitmentAs with any business that deals with appointments there is always a chance that a call might have to be rescheduled due to another call that ran considerably over the time allotted and/or that everyone scheduled to work may not have made it inThe technician that called Mr*** in the evening is not necessarily the same technician that might have been assigned his call earlier in the dayThere is a point that even our technicians have to call it a day, and we cannot require them to continue working so far past their scheduled time
In Mr***' case, it is hard for us to piece together what might have happened earlier in the day that caused his appointment to have to be canceledWe do know though that as an expression of our apologies for not being able to provide service on the originally scheduled date, Mr*** was offered a discount of $He seems to dismiss this as a minor accommodation when in fact it is quite a substantial one from our perspectiveIn his complaint he says he will not do business with us no matter what is offered, so at this point we are unsure as to what resolution he may be seekingIf he would still like to have us complete a repair for him, we would be happy to expedite a repair date and have the service unit watch over it to ensure the call is completed without incidentWe would also be willing to increase the offer to cover our estimate fee of $In this way, if Mr*** were to decline our estimate and choose to not have the appliance repaired, he would not be out any monies as we would cover that fee and if he accepts then he would receive a $deduction off the price of our laborOther than this, we do not see that any other resolution is feasible but we are certainly open to suggestionsIn the interim, since we remain willing to provide service if Mr*** still requires assistance, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: Dana.***@searshc.com
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We
have completed our investigation regarding Mr*** complaint regarding his screwdriver We have provided Mr*** with a replacement screwdriver and he indicated that he was satisfiedAccordingly, we respectfully ask that this matter be considered closed. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear MsVirghes:
We have completed the investigation of Mr*** complaint that he filed on behalf of his daughter, Mandy ***, regarding the
multiple repairs on her refrigerator
It is unfortunate that we failed Ms*** expectations when she recently scheduled service for her refrigeratorWe reviewed the service orders related to Ms*** refrigeratorOur records indicate that Ms*** purchased the refrigerator on March 13, and the manufacturer’s one year warranty expired on March 20, There are no service orders or issues reported during the manufacturer’s warranty coverageOn April 13, Ms*** reported that the refrigerator was not making ice or coolingOur technician assessed the refrigerator and determined that the adaptive defrost was not workingOur technician installed the part on April 30, and informed Ms*** that it could take hours to start coolingMs*** paid $for the parts, diagnostic fee and labor
One month later, Ms*** called again to report that issue had returnedWe would like to note that Sears has a 90-day service guarantee on repairs because sometimes a unit may have an intermittent problem or may have another part failure related to the issueOn June 10, our tech returned and resealed the cabinet around the door; at no additional chargeOn June 17, Ms*** reported that the refrigerator was not cooling againOur technician returned and found the drain plug was cloggedHe cleared the drain plug at no additional charge for the serviceRegrettably, Ms*** continued to have a problem with the refrigerator not coolingUpon receipt of the complaint from your agency, on July 7, we contacted Ms*** to discuss her concernsWe explained that the refrigerator was no longer under the manufacturer’s warrantyWe informed her that the repair was still within our day service guarantee and offered to schedule serviceMs*** stated that she already had repairs and had already purchased another refrigerator that would be delivered on July 13, Ms*** agreed to schedule service to allow our technician another attempt to repair the refrigerator and service was set for July 9, Our technician returned and contacted our Strategic Technical Assistance Center (STAC) to report his findingsThe freezer was at degrees but the refrigerator would not go below degreesThey confirmed that the evaporator drain was cleared, that the door was sealed, and changed the control defrostOur technician checked behind the tower to check for ice formation, check the fan, and any restrictionsAfter reviewing the technician’s findings, it was determined that the thermostat would need to be replacedThe information was provided to Ms*** and the notes indicate that she refused to continue with the service because she did not trust another repairOur technician was instructed to return the parts for a refund
Due to the inconvenience and for customer satisfaction, Tech Manager *** *** has authorized for a full refund of the initial service orderAs clarification, the minimum diagnostic fee is non refundable and in Ms*** case the diagnostic fee was $Ms*** confirmed that we would refund the diagnostic fee as wellWe informed Ms*** that she would receive a refund of $As for Mr*** request for a refund of the refrigerator and food loss is concern, we did not find that this was warranted, particularly since the refrigerator is no longer under warranty and Ms*** was issued a full refund on the serviceAs this decision is commensurate to the circumstances, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the efficiency of this service that has been able to get someone from Sears to reply and acknowledge the poor service they have provided to meThe apology is well written but I do not see a clear indication that
Sears is really taking actions to fix the communication channels with their CustomersI feel sorry for the future victimsAnyway, my problem is solvedNot by Sears of courseMy insurance company waived the payment of the deductible that I had already paid to Sears and gave me the option to have the repair done by another companyIn less than hours my garage door was fixed
thank you
July 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of MsJ*** complaint regarding her dissatisfaction with our customer
service and a refrigerator she purchased from Sears Outlet It is unfortunate that we failed MsJ*** expectations when she recently purchased a refrigerator from Sears OutletWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure MsJ*** 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 MsJ*** was assisted by Sears Outlet Lead Tivia W***. The correct measurements were taken and a new counter depth refrigerator was delivered to MsJ*** home. Tivia W*** has attempted to reach MsJ*** since our receipt of this complaint, but has not yet been able to speak with her. If MsJ*** still needs assistance with this matter, she is welcome to contact Tivia at (*** *** At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future MsJ*** will allow us an opportunity to provide her 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 MsJ*** 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, N*** G*** Regulatory Complaint Specialist *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Christopher L***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding the cancellation of his
dishwasher repair First, we would like to apologize to Mr*** for failing his expectations when he recently scheduled service for his dishwasher. Unfortunately, there are times when a repair will need to be rescheduled due to unforeseen circumstances, such a technician not being able to complete all the calls on his route because of an unexpected lengthy repair, because a technician’s route was inadvertently overbooked, or because a technician called in sick. In Mr*** case, it appears that the technician was overbooked. However, it appears that the agent who spoke with Mr*** misinformed him that the technician had come by his home and noted the call as “not home”. We have sent feedback on this agent so that the appropriate coaching can be provided to prevent further issues such as this from recurring Our records show that Mr*** has not rescheduled his appointment, but we hope he will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation upon. In an effort to retain Mr*** patronage and to express our sincerest apologies, we have submitted a request for a $gift card. Mr*** should receive it in the mail within the next two to three weeks and is welcome to use it at his local Sears or online. In the interim, since we have documented Mr*** concerns with the repair/scheduling process, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist