November 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Maria *** - # *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her microwave repair and her request
to have the unit replaced First, we would like to apologize to Ms*** for failing her expectations in regard to her microwave repairAlthough several repair attempts were made, the microwave remained inoperable. Therefore, Ms*** was authorized a replacement under her Master Protection Agreement (MPA). Ms*** selected a new microwave on November 18, 2016, and she is currently scheduled to have the new unit installed on November 23, 2016. Additionally, the remaining MPA coverage has transferred to the new unitThe coverage will run concurrently with the one-year manufacturer’s warranty and expire on November 22, 2016. Since we are providing Ms*** with her requested resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: I stated that I would probably get a new unit, but I did not say that I DID get a new unit. I have no choice. I am not going to pay Sears to repair a unit that has never worked properly for me. As I have said times. IT CAME TO ME NOT WORKING! After each repair it did not continue to work. Why on earth would I have them come again and pay them to do it?! That is insane. I will probably be contacting small claims court in the near future if the unit is not fixed free of charge or I am no given a refund. I would gladly give them the lemon back if they want to refund me. What I stated was that I wanted it fixed so I could get rid of it.
Sincerely,
Gayle ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** rebuttal We have reviewed both our response and Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the reply she received, we are unable to grant her request to replace her mower that needed repairs due to being run without sufficient oilAs stated in our reply letter dated June 27, 2016, when an engine is run with little or no oil it leave physical evidence by damage to the crankshaft, cylinder walls, piston and piston bearings as well as other parts with in the engineTherefore our decision remains the same and we will not be replacing Ms*** mower 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 *** *** ***
August 22, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: William L*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services First, we
would like to apologize to Mr*** for failing his expectations in regard to the service he recently scheduled for his cooktopWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we reviewed the service order for his cooktop. Due to issues with scheduling, we will refund Mr*** the $service fee he paidAccordingly, on August 22, 2016, a credit request was submitted; Mr*** should see the refund post to his Visa account ending in in the next five to seven business days. With that said, since we have documented Mr***’s concerns and provided the aforementioned remuneration, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: My five tenants who are college students did not have a stove to make meals for weeks because of Sears' negligence Due to Sears' negligence I have breached the landlord's duty to provide a habitable residence The students' parents are withholding $of rent as and for reimbursement from me of five weeks of meals eaten out I expect this compensation from Sears I also expect the installation charge to be refunded since they did not install I am not filing suit and would rather resolve the situation at this level
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Tim *** #*** Dear Ms***: We have completed the investigation of Mr***’ rebuttal regarding service to his home air conditioner and the Sears Whole Home Warranty As we noted in our initial correspondence, Mr*** alleges that he was told that duct cleaning was a benefit of the Sears Whole Home WarrantyWe reiterate that duct cleaning is not a benefit of the Sears Whole Home WarrantyMr*** was provided with a copy of the Home Warranty Welcome Kit which notes the benefits of the warranty, duct cleaning is not includedIf Mr*** remains unsatisfied with the Sears Home Warranty, he can contact Cross Country Home Services, the administrator of warranty at ***-***-***Since we have clarified that duct cleaning is not a benefit of the Sears Whole Home Warranty, our file remains 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
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,
Troy J***
July 12, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the confusion he encountered when he initially
scheduled a repair last November when he intended to buy one of our Service Smart Agreements (SSA) only to find he did not, and his request to have the bill from that first trip waived since the issue was later fixed by selling him the SSA he wanted in the first place. We apologize for the delay in responding but we were hoping to resolve an unrelated issue that appears to have started after Mr*** filed his complaintHe has currently had a separate issue involving multiple service calls to fix the icemaker in his refrigeratorWe thought we could maybe resolve that before sending a response on the billing issue; however, he is scheduled for another service callWe decided instead of waiting further to go ahead and at least send our response regarding the bill. With that said, we were able to find notes from the issue last November and it does appear that our Customer Solutions team offered to reimburse Mr*** if he paid the bill in fullThe reason they offer that versus waiving the fee is so that the right group is reimbursed and then any courtesy accommodation is billed out of a different accountThis offer was refused as Mr*** may not have understood why they were asking him to pay something they were only going to turn around and give back to himAt this time, we have contacted our billing department and asked to have a one-time exception made by waiving the bill altogetherThis means that Mr*** account has now been cleared and if he receives any further correspondence regarding this debt dated after today, he is welcome to contact me for further assistanceAs for credit reporting, our collection efforts are not reported to any of the three major credit reporting agencies so it would not have had any impact on Mr*** credit historyAt this time, since we have provided Mr*** with his requested resolution regarding the bill he was receiving, and we are working with his local service unit to resolve his service needs, 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Rick
***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experiencedAfter researching his online order and the notes, we found the first refund gift card was initially processed on July 31, However, there was a system error which caused the gift card to not properly processTherefore, Sears Online Solutions re-processed a new gift card of $and it was mailed to Mr***'s address on September 3, The gift card will arrive within ten to fourteen business days from that dateIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Contact Name and Title: MELISSA ***
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: Johnniemae *** - # 9***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her washer
repair
First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled repairs for her washerOur records show two canceled appointments for Ms***On June 10, 2015, and on July 2, 2015, the technician arrived at Ms*** home, but no one was home, so the appointments were canceledOn July 10, 2015, the technician examined Ms*** washer and ran diagnostics to see if he could duplicate a noise complaint; he could notThe technician tightened the rotor but did not replace any partsThe service call was closed as completedWith that said, since we have documented Ms*** concerns with the repair process and completed service to her washer, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
October 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear *** ***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that her refrigerator
has been repaired multiple times
According to our records, the refrigerator repair was completed on October 19, *** Customer Advocate with Service Unit *** made multiple attempts to contact Ms*** and left voicemails with her contact informationSince she has not responded, we are unable to resolve Ms*** issue until we have the opportunity to discuss the matter with herIf Ms*** continues to have problems with the refrigerator, she may contact *** at *** In the interim, we will consider this matter closed, pending her response
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
*** *** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her
microwave repair It is regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her microwaveWe would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon researching Ms*** complaint, we found that she was scheduled for service on February 14, 2017, between 10:00am and 2:00pmUnfortunately the technician was running late and he did not arrive at Ms*** home until 2:41pm. The notes indicate that the repair was completed by 4:05pm with the installation of a new magnetron and diodeAlthough we strive to arrive at our customer’s homes within the expected service window whenever possible, extenuating circumstances sometimes arise to prevent us from fulfilling these expectations. Occasionally a technician can arrive late, and on even rarer occasions, arrive early. Our Routing department should have notified Ms*** when it became apparent that the technician would not be arriving as scheduled; we sincerely apologize that we failed to uphold our service promise to Ms***. We would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. With that said, since we have completed the service to Ms*** microwave and we have documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
September 11, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***We have completed the investigation of MsC***s complaint regarding non receipt of credit on her canceled order.After reviewing Ms
C*** complaint and our records, we contacted our credit department to conduct an audit on the order in questionOnce completed, we were able to confirm that a credit in the amount of $3,was issued back to the original form of payment on September 08, Since we were able to confirm that MsC*** was credited accordingly, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: *** imx integrated member experience
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our repair service We value
Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repair caused him any inconvenienceWe have agreed to provide Mr*** with a check in the amount of $which is the amount he purchased his new refrigeratorWe respectfully ask that this matter be closed, since refunding Mr*** the purchase price of his refrigerator and noted his feedback Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
August 31, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Parul *** - # *** Dear MsVirghes: We have completed the investigation of MrGhai’s complaint regarding the Master Protection Agreement (MPA)
coverage on his television Upon receiving MrGhai’s complaint, we reviewed the notes in our service system regarding his television. Our records show that he purchased her MPA on July 11, 2016, and subsequently called for service on July 21, 2016. On August 4, 2016, the technician examined MrGhai’s television and after consulting with STAC it was determined that the failure is a pre-existing condition and that the television is not eligible for repair or replacement under his MPA. He subsequently advised MrGhai of the findings. We have included the portion of the MPA pertaining to eligibility - “ELIGIBILITY FOR COVERAGEIf you did not purchase this Agreement at the same time as the purchase of the Covered Product, this section applies to youPrior to the sale of this Agreement, we reserve the right to obtain product information from you in order to determine eligibility for coverageTo be eligible for coverage, the product must be in proper operating condition at the start of coverage and the information regarding the original purchase date of the covered product is correctInaccurate information regarding purchase date may result in the product being ineligible for coverageWe reserve the right to inspect the Covered Product to determine eligibility for coverageIf you are not current on your installment or monthly payments for this Agreement, you will not be eligible for coverage or benefits under this Agreement until payment is made current“ In accordance with the above-referenced disclaimer regarding eligibility, MrGhai’s television will not be repaired or replaced. MrGhai will need to call our Protection Agreement department at (800) 827-to cancel the agreement and receive a refundWith that said, since we have explained why we are within our rights to refuse to repair or replace MrGhai’s television under his MPA, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa Lando Regulatory Complaints Specialist
October 26,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** ***
Via: 1st Class US Postage
Via email: ***
Dear Ms***
Thank you for contacting Sears
Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileThis letter is to confirm that we have been in contact with Mr*** Mr*** drain pan was installed on 9/30/We verified with Mr*** that the drain pan was installed to his satisfactionHe had questions regarding his energy rebate, and the rebate form was submitted on September 30th, I was able to make final phone contact with Mr*** on October 20th, 2016, after two prior attempts to reach him to confirm satisfactionHe stated he is happy with the work that was doneHe will be contacting the city regarding the energy rebate that was filed by SearsI advised Mr*** that I will close his file at this timeSears will continue to monitor the permit to ensure it passes the final inspection
At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Travis S*** Dear *** *** We have completed our investigation of MrS*** complaint regarding service under his Sears Appliance Warranty Our records
show that MrS*** contacted Sears on May 1, at approximately 10:EST and set service scheduled for May 3, under service order *** We also show that MrS*** contacted Sears on May 2, at approximately 1:EST and enrolled in the Sears Appliance warranty (SAW), service order * *** was updated to include the service coverage and the service was rescheduled for May 4, On May 4, our records show that the service appointment was cancelled before the Sears service technician arrivedWe also have documentation that MsS*** called in to request service refund before the Sears service appointmentDuring that research MsS*** states that a Sears’s service tech sold her the SAWWe found this to not be true as we have phone records showing the S*s calling Sears directly to set service, as stated above Sears did not service MrS***’s refrigerator nor did we contact ** to service his refrigeratorWe show the Sears Appliance warranty still intact and if the S***’s feel the warranty has no value to them they can cancel the warranty per the terms and conditions as listed in their welcome kitThey can contact Sears benefits department at *** Since Sears did not service MrS***’s refrigerator and in fact cancelled the Sears service he is not entitled to a refund and have closed our case We apologize to MrS*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and alleged non-receipt of a refund for an item cancelled from her kmart.com order It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, although our records show that Ms* *** was not charged for the cancelled item, we honored her request and issued a refund of $to her on December 22, 2016. Ms* *** will see this refund as a credit of $to her *** ending *** and $in points returned to her Shop Your Way Rewards account. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested 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, *** *** Regulatory Complaint Specialist *** *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** ** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding multiple services on his garden tractor After
reviewing the service history and discussing the issue with our product engineers, we have authorized Mr*** for a replacement of the garden tractor under the terms of his Repair Protection Agreement (RPA)Mr*** has been provided with the necessary information to select a new garden tractor, and he has my direct contact information in the event that he requires further assistanceAt this time, since it was our understanding that this resolution met with Mr*** approval, we have closed our file We apologize to Mr*** 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 *** *** ***
August 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of MsD*** complaint regarding her dissatisfaction with the delay in
receiving her refund for the cancellation of the protection agreement for her refrigerator
We apologize for the delay in responding to this complaintWe contacted MsD*** and she reiterated that her bank has ran an audit and the credit has not posted to her accountWe advised MsD*** that our records indicate that the refund was issued and provided MsD*** a copy of the receipt indicating that our contract department processed the refund on May 30, However, since MsD*** confirmed that she has not received the refund, we offered to submit a researchWe forwarded this matter to our Detail Control Center to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that MsD*** allow us ten business days to come to complete the researchIn the interim, should MsD*** have any questions, she may contact me directly at ***
We apologize to MsD*** 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
*** *** ***
November 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Maria *** - # *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her microwave repair and her request
to have the unit replaced First, we would like to apologize to Ms*** for failing her expectations in regard to her microwave repairAlthough several repair attempts were made, the microwave remained inoperable. Therefore, Ms*** was authorized a replacement under her Master Protection Agreement (MPA). Ms*** selected a new microwave on November 18, 2016, and she is currently scheduled to have the new unit installed on November 23, 2016. Additionally, the remaining MPA coverage has transferred to the new unitThe coverage will run concurrently with the one-year manufacturer’s warranty and expire on November 22, 2016. Since we are providing Ms*** with her requested resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: I stated that I would probably get a new unit, but I did not say that I DID get a new unit. I have no choice. I am not going to pay Sears to repair a unit that has never worked properly for me. As I have said times. IT CAME TO ME NOT WORKING! After each repair it did not continue to work. Why on earth would I have them come again and pay them to do it?! That is insane. I will probably be contacting small claims court in the near future if the unit is not fixed free of charge or I am no given a refund. I would gladly give them the lemon back if they want to refund me. What I stated was that I wanted it fixed so I could get rid of it.
Sincerely,
Gayle ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** rebuttal We have reviewed both our response and Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the reply she received, we are unable to grant her request to replace her mower that needed repairs due to being run without sufficient oilAs stated in our reply letter dated June 27, 2016, when an engine is run with little or no oil it leave physical evidence by damage to the crankshaft, cylinder walls, piston and piston bearings as well as other parts with in the engineTherefore our decision remains the same and we will not be replacing Ms*** mower 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 *** *** ***
August 22, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: William L*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services First, we
would like to apologize to Mr*** for failing his expectations in regard to the service he recently scheduled for his cooktopWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we reviewed the service order for his cooktop. Due to issues with scheduling, we will refund Mr*** the $service fee he paidAccordingly, on August 22, 2016, a credit request was submitted; Mr*** should see the refund post to his Visa account ending in in the next five to seven business days. With that said, since we have documented Mr***’s concerns and provided the aforementioned remuneration, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: My five tenants who are college students did not have a stove to make meals for weeks because of Sears' negligence Due to Sears' negligence I have breached the landlord's duty to provide a habitable residence The students' parents are withholding $of rent as and for reimbursement from me of five weeks of meals eaten out I expect this compensation from Sears I also expect the installation charge to be refunded since they did not install I am not filing suit and would rather resolve the situation at this level
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Tim *** #*** Dear Ms***: We have completed the investigation of Mr***’ rebuttal regarding service to his home air conditioner and the Sears Whole Home Warranty As we noted in our initial correspondence, Mr*** alleges that he was told that duct cleaning was a benefit of the Sears Whole Home WarrantyWe reiterate that duct cleaning is not a benefit of the Sears Whole Home WarrantyMr*** was provided with a copy of the Home Warranty Welcome Kit which notes the benefits of the warranty, duct cleaning is not includedIf Mr*** remains unsatisfied with the Sears Home Warranty, he can contact Cross Country Home Services, the administrator of warranty at ***-***-***Since we have clarified that duct cleaning is not a benefit of the Sears Whole Home Warranty, our file remains 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
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,
Troy J***
July 12, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the confusion he encountered when he initially
scheduled a repair last November when he intended to buy one of our Service Smart Agreements (SSA) only to find he did not, and his request to have the bill from that first trip waived since the issue was later fixed by selling him the SSA he wanted in the first place. We apologize for the delay in responding but we were hoping to resolve an unrelated issue that appears to have started after Mr*** filed his complaintHe has currently had a separate issue involving multiple service calls to fix the icemaker in his refrigeratorWe thought we could maybe resolve that before sending a response on the billing issue; however, he is scheduled for another service callWe decided instead of waiting further to go ahead and at least send our response regarding the bill. With that said, we were able to find notes from the issue last November and it does appear that our Customer Solutions team offered to reimburse Mr*** if he paid the bill in fullThe reason they offer that versus waiving the fee is so that the right group is reimbursed and then any courtesy accommodation is billed out of a different accountThis offer was refused as Mr*** may not have understood why they were asking him to pay something they were only going to turn around and give back to himAt this time, we have contacted our billing department and asked to have a one-time exception made by waiving the bill altogetherThis means that Mr*** account has now been cleared and if he receives any further correspondence regarding this debt dated after today, he is welcome to contact me for further assistanceAs for credit reporting, our collection efforts are not reported to any of the three major credit reporting agencies so it would not have had any impact on Mr*** credit historyAt this time, since we have provided Mr*** with his requested resolution regarding the bill he was receiving, and we are working with his local service unit to resolve his service needs, 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Rick
***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experiencedAfter researching his online order and the notes, we found the first refund gift card was initially processed on July 31, However, there was a system error which caused the gift card to not properly processTherefore, Sears Online Solutions re-processed a new gift card of $and it was mailed to Mr***'s address on September 3, The gift card will arrive within ten to fourteen business days from that dateIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Contact Name and Title: MELISSA ***
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: Johnniemae *** - # 9***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her washer
repair
First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled repairs for her washerOur records show two canceled appointments for Ms***On June 10, 2015, and on July 2, 2015, the technician arrived at Ms*** home, but no one was home, so the appointments were canceledOn July 10, 2015, the technician examined Ms*** washer and ran diagnostics to see if he could duplicate a noise complaint; he could notThe technician tightened the rotor but did not replace any partsThe service call was closed as completedWith that said, since we have documented Ms*** concerns with the repair process and completed service to her washer, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
October 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear *** ***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that her refrigerator
has been repaired multiple times
According to our records, the refrigerator repair was completed on October 19, *** Customer Advocate with Service Unit *** made multiple attempts to contact Ms*** and left voicemails with her contact informationSince she has not responded, we are unable to resolve Ms*** issue until we have the opportunity to discuss the matter with herIf Ms*** continues to have problems with the refrigerator, she may contact *** at *** In the interim, we will consider this matter closed, pending her response
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
*** *** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her
microwave repair It is regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her microwaveWe would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon researching Ms*** complaint, we found that she was scheduled for service on February 14, 2017, between 10:00am and 2:00pmUnfortunately the technician was running late and he did not arrive at Ms*** home until 2:41pm. The notes indicate that the repair was completed by 4:05pm with the installation of a new magnetron and diodeAlthough we strive to arrive at our customer’s homes within the expected service window whenever possible, extenuating circumstances sometimes arise to prevent us from fulfilling these expectations. Occasionally a technician can arrive late, and on even rarer occasions, arrive early. Our Routing department should have notified Ms*** when it became apparent that the technician would not be arriving as scheduled; we sincerely apologize that we failed to uphold our service promise to Ms***. We would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. With that said, since we have completed the service to Ms*** microwave and we have documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
September 11, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***We have completed the investigation of MsC***s complaint regarding non receipt of credit on her canceled order.After reviewing Ms
C*** complaint and our records, we contacted our credit department to conduct an audit on the order in questionOnce completed, we were able to confirm that a credit in the amount of $3,was issued back to the original form of payment on September 08, Since we were able to confirm that MsC*** was credited accordingly, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: *** imx integrated member experience
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our repair service We value
Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repair caused him any inconvenienceWe have agreed to provide Mr*** with a check in the amount of $which is the amount he purchased his new refrigeratorWe respectfully ask that this matter be closed, since refunding Mr*** the purchase price of his refrigerator and noted his feedback Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
August 31, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Parul *** - # *** Dear MsVirghes: We have completed the investigation of MrGhai’s complaint regarding the Master Protection Agreement (MPA)
coverage on his television Upon receiving MrGhai’s complaint, we reviewed the notes in our service system regarding his television. Our records show that he purchased her MPA on July 11, 2016, and subsequently called for service on July 21, 2016. On August 4, 2016, the technician examined MrGhai’s television and after consulting with STAC it was determined that the failure is a pre-existing condition and that the television is not eligible for repair or replacement under his MPA. He subsequently advised MrGhai of the findings. We have included the portion of the MPA pertaining to eligibility - “ELIGIBILITY FOR COVERAGEIf you did not purchase this Agreement at the same time as the purchase of the Covered Product, this section applies to youPrior to the sale of this Agreement, we reserve the right to obtain product information from you in order to determine eligibility for coverageTo be eligible for coverage, the product must be in proper operating condition at the start of coverage and the information regarding the original purchase date of the covered product is correctInaccurate information regarding purchase date may result in the product being ineligible for coverageWe reserve the right to inspect the Covered Product to determine eligibility for coverageIf you are not current on your installment or monthly payments for this Agreement, you will not be eligible for coverage or benefits under this Agreement until payment is made current“ In accordance with the above-referenced disclaimer regarding eligibility, MrGhai’s television will not be repaired or replaced. MrGhai will need to call our Protection Agreement department at (800) 827-to cancel the agreement and receive a refundWith that said, since we have explained why we are within our rights to refuse to repair or replace MrGhai’s television under his MPA, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa Lando Regulatory Complaints Specialist
October 26,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** ***
Via: 1st Class US Postage
Via email: ***
Dear Ms***
Thank you for contacting Sears
Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileThis letter is to confirm that we have been in contact with Mr*** Mr*** drain pan was installed on 9/30/We verified with Mr*** that the drain pan was installed to his satisfactionHe had questions regarding his energy rebate, and the rebate form was submitted on September 30th, I was able to make final phone contact with Mr*** on October 20th, 2016, after two prior attempts to reach him to confirm satisfactionHe stated he is happy with the work that was doneHe will be contacting the city regarding the energy rebate that was filed by SearsI advised Mr*** that I will close his file at this timeSears will continue to monitor the permit to ensure it passes the final inspection
At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Travis S*** Dear *** *** We have completed our investigation of MrS*** complaint regarding service under his Sears Appliance Warranty Our records
*s calling Sears directly to set service, as stated above Sears did not service MrS***’s refrigerator nor did we contact ** to service his refrigeratorWe show the Sears Appliance warranty still intact and if the S***’s feel the warranty has no value to them they can cancel the warranty per the terms and conditions as listed in their welcome kitThey can contact Sears benefits department at *** Since Sears did not service MrS***’s refrigerator and in fact cancelled the Sears service he is not entitled to a refund and have closed our case We apologize to MrS*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
show that MrS*** contacted Sears on May 1, at approximately 10:EST and set service scheduled for May 3, under service order *** We also show that MrS*** contacted Sears on May 2, at approximately 1:EST and enrolled in the Sears Appliance warranty (SAW), service order * *** was updated to include the service coverage and the service was rescheduled for May 4, On May 4, our records show that the service appointment was cancelled before the Sears service technician arrivedWe also have documentation that MsS*** called in to request service refund before the Sears service appointmentDuring that research MsS*** states that a Sears’s service tech sold her the SAWWe found this to not be true as we have phone records showing the S
December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and alleged non-receipt of a refund for an item cancelled from her kmart.com order It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, although our records show that Ms* *** was not charged for the cancelled item, we honored her request and issued a refund of $to her on December 22, 2016. Ms* *** will see this refund as a credit of $to her *** ending *** and $in points returned to her Shop Your Way Rewards account. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested 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, *** *** Regulatory Complaint Specialist *** *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** ** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding multiple services on his garden tractor After
reviewing the service history and discussing the issue with our product engineers, we have authorized Mr*** for a replacement of the garden tractor under the terms of his Repair Protection Agreement (RPA)Mr*** has been provided with the necessary information to select a new garden tractor, and he has my direct contact information in the event that he requires further assistanceAt this time, since it was our understanding that this resolution met with Mr*** approval, we have closed our file We apologize to Mr*** 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 *** *** ***
August 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of MsD*** complaint regarding her dissatisfaction with the delay in
receiving her refund for the cancellation of the protection agreement for her refrigerator
We apologize for the delay in responding to this complaintWe contacted MsD*** and she reiterated that her bank has ran an audit and the credit has not posted to her accountWe advised MsD*** that our records indicate that the refund was issued and provided MsD*** a copy of the receipt indicating that our contract department processed the refund on May 30, However, since MsD*** confirmed that she has not received the refund, we offered to submit a researchWe forwarded this matter to our Detail Control Center to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that MsD*** allow us ten business days to come to complete the researchIn the interim, should MsD*** have any questions, she may contact me directly at ***
We apologize to MsD*** 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
*** *** ***