December 15, 2015Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: Cameryn [redacted] - # [redacted] Dear Ms. [redacted] ,We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the customer service at her... Sears Parts and Repair Center.It is unfortunate that we failed Ms. [redacted] expectations when she recently visited the Sears Parts and Repair Center in Fort Worth, TX. We value Ms. [redacted] patronage, but we can understand how the series of events noted in her complaint may have exacerbated her frustrations. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review. Senior Store Manager Antonio Pasamonti spoke with Ms. [redacted] in regard to her concerns and apologized for the problems she experienced. Additionally, Mr. Pasamonti advised Ms. [redacted] that she can return the part for a refund. She can either bring the part back to the store, or if it is more convenient, she can mail the part. Once the part is received, a refund will be issued. With that said, we hope that Ms. [redacted] will allow us another opportunity in the future to provide her with a better customer service experience. If Ms. [redacted] has any remaining concerns, she may reach Mr. Pasamonti at the personal number he provided. In the interim, since it is our understanding that Ms. [redacted] is satisfied with the outcome of her complaint, we ask to have this matter closed.Again, we apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. . Sincerely, Melissa ***Regulatory Complaints Specialist
January 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – JoAnn [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience We would first like to apologize for any inconvenience Ms [redacted] may have experienced with receiving delivery of her online orderAfter researching the notes in her order we found that the item was being sent from our retail replenishment center to the warehouseThis process usually takes to business days after the order is processed for the item to get to the warehouseAdditionally, UPS shipping takes approximately to business days to deliverHowever, in Ms [redacted] ’s case she placed her order on December 17, 2015, and received her order by December 23, We can only apologize for failing Ms [redacted] ’s expectations and hope that in the future she will allow us another opportunity in the futureIn the interim, we have noted Ms [redacted] ’s concersn and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 2, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] rebuttalIn the interest of resolving this issue, we have issued a full the order in question to the original forms of paymentWe ask that [redacted] allow 3-business days for the credit to reflectIn light of the aforementioned information, we respectfully ask that this matter remain closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services Per [redacted] request, we have added her name, address, phone number and email address to our do not promote/contact listWhen we add a consumer to our do not promote list, we do ask that the consumer give us 7-business days for all platforms to be purged of the consumers contact informationAdditionally, we do apologize that our technician arrived to her home later then what was originally scheduledSince we have added [redacted] to our do not promote list, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I have saved a screenshot for the web page on Sears that it is clearly mentioned the coat was sold by Sears, instead of being a marketplace item Sincerely, [redacted] ***
November 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator We have reviewed [redacted] complaint and would like to note [redacted] has been in contact with our Executive Member Support team where her concerns were discussed in detail We apologize for any confusion with regards to the cancelled service One of our technicians came to [redacted] home on October 21, and replaced her icemaker as well as advised her to change her filter [redacted] ***s is still dissatisfied with her [redacted] agreement and has advised she will be speaking with them to cancel her contract That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
December 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] ’s complaint regarding the charges she was assessed for the in-home service provided on her refrigerator.We would first note that it would be unusual to find any retailer, manufacturer, or appliance repair company giving free troubleshooting/repair advice over the phone to consumers that are not covered under some sort of warranty or service contract This is because there are not only liability issues that come into play with providing technical advice over the phone, but also a cost involved in staffing for the people that answer any questionsWe note this because Ms [redacted] was outside her warranty coverage and was not covered by any service contract Therefore we would not have provided her with free troubleshooting beyond possibly some very simple questions to determine what the problem was, so that we could put this on her service orderIf Ms [redacted] wanted to possibly do the repair herself, or troubleshoot to see if she could find out what was causing the problem before paying for a repair, the she could have used her owner’s manual, which contains troubleshooting for when the ice maker is not producing ice, or she could even use the internetInstead, she contracted us to provide her with an in-home service call to assess her refrigeratorShe was informed that this would mean she would be responsible at a minimum for paying us $plus tax for this service in addition to any parts or laborShe ended up being charged $plus tax and our technician turned on the ice maker and then hit a recessed button that puts it through a test cycleWhile this latter button is not mentioned in the owner’s manual, it is not something that actually provides a repair itselfIt is just a way to test the ice maker function more quickly instead of a technician having to wait for it to cycleSo the actual issue was that the ice maker was turned off and the technician turned it back onThis switch is explained in the owner’s manual and also in the troubleshooting section of the manualIt is possible that in removing the ice bin that this was shut off on purpose, which is actually suggested if the bin will be removed longer than a few minutes, and not turned back on, or bumped and it was shut of accidentally; either way though, it was not our responsibility to troubleshoot in advance of providing a service callThe fact is that we had expenses that we incurred to visit Ms [redacted] ’s home and stay there for minutesAs such, she should be responsible at the very least to our minimum fee of $plus taxWith that said, as a courtesy our customer support department offered Ms [redacted] a partial refund of $65.00, which would actually have meant that she would have paid much less than our minimum fee Unfortunately she declined this offerIf she reconsiders, she is welcome to contact me at ***[redacted] @searshc.com or at ( [redacted] In the interim, since Ms [redacted] was previously offered an equitable resolution which she declined, and we remain willing to honor this if she changes her mind, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: ***[redacted] @searshc.com
November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation [redacted] ’ complaint regarding her dissatisfaction with Sears Home Services.First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly While several repair attempts were made to [redacted] ’ washer, the unit was approved for replacement on November 2, Our records show that [redacted] reselected on November 3, 2015, and received the new washer on November 4, In addition to replacing [redacted] washer, we have processed a request for laundry reimbursement for customer satisfaction [redacted] should receive a check for $within the next two weeksWith that said, since we have provided [redacted] with an equitable resolution, and documented her concerns with the repair process, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted]
May 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Carpet CleaningUpon receiving Ms [redacted] complaint, we contacted [redacted] with Sears Carpet Cleaning for assistance Ms [redacted] contacted Ms [redacted] to discuss her concerns and requested pictures of the damage to her drywall Ms [redacted] provided pictures and Ms [redacted] forwarded them to the local office After they reviewed the pictures, they determined that the hoses could not have caused the damage While the local office is denying Ms [redacted] claim, Ms [redacted] is willing to split the cost of the repair with MsNeal, as a one-time courtesy Ms [redacted] can send the completed repair invoice to Ms [redacted] via email at [redacted] [redacted] @searsfranchises.com In the interim, since a fair resolution has been proposed that is commensurate to the circumstances, we ask that this matter be closedWe apologize to Ms [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
February 26, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dave [redacted] Dear Ms. [redacted] , We have reviewed Mr. ***’s rebuttal complaint regarding his non-receipt of the refund check. It is unfortunate that we failed Mr. ***’s expectations as we value his patronage. We can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and apologize again for any inconvenience he may have experienced. After reviewing Mr. ***’s rebuttal we forwarded this matter to Sears accounting center and they are currently re-issuing a new check which will be overnighted to Mr. ***. We left a voice message and sent an email correspondence to Mr. [redacted] to inform him of our findings. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a new check has been overnighted to Mr. ***, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 9, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding his request for a refund for [redacted] ’s... candies purchased from Kmart. It is unfortunate that we failed [redacted] expectations when he recently requested a refund from Kmart. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure [redacted] that his concerns have been forwarded to management for review. As a result of this action, [redacted] Manager for Kmart Store ***, spoke with [redacted] on April 27, 2016, to apologize for his experience and invite him to return with the items to be refunded. [redacted] informed [redacted] that although he would be out of the store through May 1st, any manger would be aware of the issue and able to assist him with the refund. As of the date of this letter, it appears that [redacted] has not yet returned to our store. As his purchase has already exceeded our stated return period, we ask that [redacted] return within the next 10 business days if he would still like to receive a refund for the candy. Until he returns to our store, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted [redacted] comments and an equitable resolution has been proposed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because:It is not true that SEARS would have replaced my washer, if contacted in daysBecause I did complain in couple of weeks online SEARS protection websiteI was told to try different detergentsIt was their service personal from chat help But their suggestions did not helpThen a service appointment was also scheduledYou can find it in your recordBut with it was much after first days and for some conflict of time, I had to cancel the appointmentNever those time I was told about option to replace or return[ Note from the beginning I am using [redacted] detergent as suggested ]Immediately after cancelling protection plan, I wanted to reinstate itSEARs still denying itCan they explain why?Finally, I challenge there way of testing the productComputer diagnosis showing no error code means nothing about its performanceWasher is simply not doing its job, that is, clean the dirty clothingWhen I proved it is failing to do its job, SEARS must replace the product of fix itIf not I will have to take next steps, which could be a lot of things including legal action Sincerely, [redacted] ***
Complaint: 10960831 I am rejecting this response because: Sincerely, Male [redacted] , I totally reject the manner in which Sears Holding wishes to reimburse me my $400 by supplying them additional information. I do not need to get them any credit card number to which the gift card was purchased. they have acknowledged that they got the gift card and tore it up with a pair of scissors. how do I know that they really tore it up and didn't use it for themselves. it's all a bunch of lies and pretense on the part of Sears Holding for trying to keep my money. they are nothing but a bunch of thieves and liars. the only resolution to this matter is to send me my $400 gift card all the 21 speed pro GMC bicycle with I want it. why are you so stuck up and stealing $400 from your customers. and put them through hell to get back what rightfully belongs to them.
November 22, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding the repair of her freezer.Upon receiving Ms [redacted] ’s complaint, we researched her service history and found that she called in for repair on October 26, We were able to schedule service for October 29, and it was rescheduled and later cancelled by Ms [redacted] on November 2, We apologize for any confusion and are happy to repair Ms [redacted] ’s freezer should she still require assistance.As for the food loss, Ms [redacted] is not covered under any type of warranty or protection agreement and thus is not eligible for food loss That being said, because we have addressed Ms [redacted] ’s concerns, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaints Specialist [redacted] [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of Ms [redacted] complaint regarding the service and replacement process of her Sears Appliance Warranty for her [redacted] wall oven We would first like to point out that [redacted] (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms [redacted] contract Upon receipt of Ms [redacted] complaint we reached out to Cross Country who is the administrator of the Sears Appliance Warranty service planCross Country is moving forward with the replacement process for Ms [redacted] Thermador wall oven under the Terms and Conditions of the Sears Appliance Warranty Section IV of the Terms and Conditions, General Exclusions and Limitations, Item states: “This Agreement does not cover any of the following: repair or replacement of systems, appliances or components classified by the manufacturer as commercial-grade In no event shall we be liable for claims in excess of $1,in the aggregate, per agreement term, per commercial-like or ultra-premium appliance including, without limitation, brand names such as Sub-zero, [redacted] Monogram Series, Thermador, [redacted] and [redacted] ” Ms [redacted] has been in communication with CCHS and was provided with the approval information as well as the process for reimbursementMs [redacted] requested her replacement options in writing and this was emailed to her on May 6, At this time the claim is pending Ms [redacted] invoice to process the reimbursement for the replacementIf she needs additional assistance she need only contact CCHS directly at [redacted] Since Ms [redacted] has been approved for a replacement under the Terms and Conditions of the Appliance Warranty and is pending Ms [redacted] invoice to complete we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 8, 2014/12/04) */ December 4, [redacted] [redacted] This letter is to inform you that we have been in contact with [redacted] We are working with them to address their concerns with their window installationThe windows have been ordered and they are expected to arrive approximately Friday, December 12, Once the windows have arrived we will schedule the installation with [redacted] Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] , or via email at [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sears IS working with us to resolve this matter, and I wanted to mark yes above because they are working with us; however, the windows have not yet arrivedTherefore, neither a date for installation nor installation have yet occurredPlease keep this matter open until it is resolvedThank you very much [redacted] Final Business Response / [redacted] (4000, 15, 2014/12/31) */ December 29, [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerPursuant to [redacted] complaint, the price match and timely installation of the windows has been completedThe windows were installed on 12/17/ [redacted] are happy with the repairs and have no additional concerns At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Complaint: I am rejecting this response because: Sears is actually in agreement with me; they prematurely installed my tires w/o doing the alignment test work first Again, I came in for an alignment and later in the conversation added tires Sears quotes in their response "Without doing the major work first, the alignment and tire work would wear prematurely" My point exactly; Sears installed the tires w/o checking the alignment and w/o allowing me the opportunity to get the other work performed first Sears installed the new tires and they told me my car needed a part that 1) I checked and found two other repair shops charging less than Sears, and 2) they kept my car all day long on Saturday and called me just before closing letting me know that they would not be able to get the part until sometime on Monday Had they checked my car first, the problem would have been identified first and fixed before the tires were to be installed Instead, Sears installed the tires first they did the check and in their own admission "the tire work was done prematurely." I am requesting that that I be granted the discount price on an alignment that was offered to me for purchasing tires since my tires were installed prematurely/before the alignment was done Sincerely, Denice ***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Judi [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her washer Chris [redacted] , Sears Home Services, Technical Manager provided the following response: The washer noted in Ms [redacted] ’s complaint was purchased from Sears on December 31, and is no longer covered by the one year parts and labor warrantyThat said, our technicians have been unable to identify a wiring issue somewhere within the wiring harnessAfter the sixth attempt failed to repair the washer, we have determined that we cannot repair the washerI contacted Ms [redacted] and informed her that Sears Home Services will be reimbursing her the monies paid to Sears which total $The refund will be processed to the MasterCard ending in Typically a credit to a credit card will post to the account in to business daysDuring my conversation with Ms [redacted] , she informed me that she wants a replacement washer to be provided to her at no charge or she was going to contact an AttorneySince the washer is no longer covered by the manufacturer’s warranty nor a Sears protection agreement, we will not be replacing the washer as requestedIf Ms [redacted] decides to proceed with an Attorney, this is her prerogativeWe expect the funds to post to Ms [redacted] ’s credit card in the aforementioned time frameSince we have noted our response to Ms [redacted] ’s complaint, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: I was told by Jodi [redacted] that I could choose a different washer if I wished I expressed to her that the washer & dryer are stacked and were bought together She stated to me that if I decided on a different manufacturer/model, Sears would also replace the dryer and any difference in price would either be my responsibility or my account would be credited, depending on the cost I am not sure if I will get a replacement washer of the same model or elect to replace both units I need to do some further research on the matter, as well as go to the store and see what my options are I appreciate the prompt response to resolve this issue however, what was sent to you from Melissa [redacted] did not accurately represent the conversation I had with Jodi [redacted] Sincerely, [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered when he attempted to exchange his lawn mower at our store.Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns He investigated and discussed the incident with Operations Manager [redacted] [redacted] confirmed that [redacted] requested to exchange the lawn mower that he had purchased online on October 3, Since the original purchase was still within our 30-day Satisfaction Guarantee period for a return or an exchange, [redacted] offered an even exchange for the same mower; However, [redacted] requested to exchange for a different model The lawn mower [redacted] selected was an additional $and he refused to pay the difference in price [redacted] informed [redacted] that he could exchange for the same model at no additional cost; select a different model and pay the difference in price; or return the lawn mower for a refund [redacted] refused to exchange or the return of his original purchase With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
December 15, 2015Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: Cameryn [redacted] - # [redacted] Dear Ms. [redacted] ,We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the customer service at her... Sears Parts and Repair Center.It is unfortunate that we failed Ms. [redacted] expectations when she recently visited the Sears Parts and Repair Center in Fort Worth, TX. We value Ms. [redacted] patronage, but we can understand how the series of events noted in her complaint may have exacerbated her frustrations. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review. Senior Store Manager Antonio Pasamonti spoke with Ms. [redacted] in regard to her concerns and apologized for the problems she experienced. Additionally, Mr. Pasamonti advised Ms. [redacted] that she can return the part for a refund. She can either bring the part back to the store, or if it is more convenient, she can mail the part. Once the part is received, a refund will be issued. With that said, we hope that Ms. [redacted] will allow us another opportunity in the future to provide her with a better customer service experience. If Ms. [redacted] has any remaining concerns, she may reach Mr. Pasamonti at the personal number he provided. In the interim, since it is our understanding that Ms. [redacted] is satisfied with the outcome of her complaint, we ask to have this matter closed.Again, we apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. . Sincerely, Melissa ***Regulatory Complaints Specialist
January 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – JoAnn [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience We would first like to apologize for any inconvenience Ms [redacted] may have experienced with receiving delivery of her online orderAfter researching the notes in her order we found that the item was being sent from our retail replenishment center to the warehouseThis process usually takes to business days after the order is processed for the item to get to the warehouseAdditionally, UPS shipping takes approximately to business days to deliverHowever, in Ms [redacted] ’s case she placed her order on December 17, 2015, and received her order by December 23, We can only apologize for failing Ms [redacted] ’s expectations and hope that in the future she will allow us another opportunity in the futureIn the interim, we have noted Ms [redacted] ’s concersn and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 2, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] rebuttalIn the interest of resolving this issue, we have issued a full the order in question to the original forms of paymentWe ask that [redacted] allow 3-business days for the credit to reflectIn light of the aforementioned information, we respectfully ask that this matter remain closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services Per [redacted] request, we have added her name, address, phone number and email address to our do not promote/contact listWhen we add a consumer to our do not promote list, we do ask that the consumer give us 7-business days for all platforms to be purged of the consumers contact informationAdditionally, we do apologize that our technician arrived to her home later then what was originally scheduledSince we have added [redacted] to our do not promote list, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I have saved a screenshot for the web page on Sears that it is clearly mentioned the coat was sold by Sears, instead of being a marketplace item Sincerely, [redacted] ***
November 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator We have reviewed [redacted] complaint and would like to note [redacted] has been in contact with our Executive Member Support team where her concerns were discussed in detail We apologize for any confusion with regards to the cancelled service One of our technicians came to [redacted] home on October 21, and replaced her icemaker as well as advised her to change her filter [redacted] ***s is still dissatisfied with her [redacted] agreement and has advised she will be speaking with them to cancel her contract That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
December 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] ’s complaint regarding the charges she was assessed for the in-home service provided on her refrigerator.We would first note that it would be unusual to find any retailer, manufacturer, or appliance repair company giving free troubleshooting/repair advice over the phone to consumers that are not covered under some sort of warranty or service contract This is because there are not only liability issues that come into play with providing technical advice over the phone, but also a cost involved in staffing for the people that answer any questionsWe note this because Ms [redacted] was outside her warranty coverage and was not covered by any service contract Therefore we would not have provided her with free troubleshooting beyond possibly some very simple questions to determine what the problem was, so that we could put this on her service orderIf Ms [redacted] wanted to possibly do the repair herself, or troubleshoot to see if she could find out what was causing the problem before paying for a repair, the she could have used her owner’s manual, which contains troubleshooting for when the ice maker is not producing ice, or she could even use the internetInstead, she contracted us to provide her with an in-home service call to assess her refrigeratorShe was informed that this would mean she would be responsible at a minimum for paying us $plus tax for this service in addition to any parts or laborShe ended up being charged $plus tax and our technician turned on the ice maker and then hit a recessed button that puts it through a test cycleWhile this latter button is not mentioned in the owner’s manual, it is not something that actually provides a repair itselfIt is just a way to test the ice maker function more quickly instead of a technician having to wait for it to cycleSo the actual issue was that the ice maker was turned off and the technician turned it back onThis switch is explained in the owner’s manual and also in the troubleshooting section of the manualIt is possible that in removing the ice bin that this was shut off on purpose, which is actually suggested if the bin will be removed longer than a few minutes, and not turned back on, or bumped and it was shut of accidentally; either way though, it was not our responsibility to troubleshoot in advance of providing a service callThe fact is that we had expenses that we incurred to visit Ms [redacted] ’s home and stay there for minutesAs such, she should be responsible at the very least to our minimum fee of $plus taxWith that said, as a courtesy our customer support department offered Ms [redacted] a partial refund of $65.00, which would actually have meant that she would have paid much less than our minimum fee Unfortunately she declined this offerIf she reconsiders, she is welcome to contact me at ***[redacted] @searshc.com or at ( [redacted] In the interim, since Ms [redacted] was previously offered an equitable resolution which she declined, and we remain willing to honor this if she changes her mind, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: ***[redacted] @searshc.com
November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation [redacted] ’ complaint regarding her dissatisfaction with Sears Home Services.First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly While several repair attempts were made to [redacted] ’ washer, the unit was approved for replacement on November 2, Our records show that [redacted] reselected on November 3, 2015, and received the new washer on November 4, In addition to replacing [redacted] washer, we have processed a request for laundry reimbursement for customer satisfaction [redacted] should receive a check for $within the next two weeksWith that said, since we have provided [redacted] with an equitable resolution, and documented her concerns with the repair process, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted]
May 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Carpet CleaningUpon receiving Ms [redacted] complaint, we contacted [redacted] with Sears Carpet Cleaning for assistance Ms [redacted] contacted Ms [redacted] to discuss her concerns and requested pictures of the damage to her drywall Ms [redacted] provided pictures and Ms [redacted] forwarded them to the local office After they reviewed the pictures, they determined that the hoses could not have caused the damage While the local office is denying Ms [redacted] claim, Ms [redacted] is willing to split the cost of the repair with MsNeal, as a one-time courtesy Ms [redacted] can send the completed repair invoice to Ms [redacted] via email at [redacted] [redacted] @searsfranchises.com In the interim, since a fair resolution has been proposed that is commensurate to the circumstances, we ask that this matter be closedWe apologize to Ms [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
February 26, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dave [redacted] Dear Ms. [redacted] , We have reviewed Mr. ***’s rebuttal complaint regarding his non-receipt of the refund check. It is unfortunate that we failed Mr. ***’s expectations as we value his patronage. We can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and apologize again for any inconvenience he may have experienced. After reviewing Mr. ***’s rebuttal we forwarded this matter to Sears accounting center and they are currently re-issuing a new check which will be overnighted to Mr. ***. We left a voice message and sent an email correspondence to Mr. [redacted] to inform him of our findings. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a new check has been overnighted to Mr. ***, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 9, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding his request for a refund for [redacted] ’s... candies purchased from Kmart. It is unfortunate that we failed [redacted] expectations when he recently requested a refund from Kmart. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure [redacted] that his concerns have been forwarded to management for review. As a result of this action, [redacted] Manager for Kmart Store ***, spoke with [redacted] on April 27, 2016, to apologize for his experience and invite him to return with the items to be refunded. [redacted] informed [redacted] that although he would be out of the store through May 1st, any manger would be aware of the issue and able to assist him with the refund. As of the date of this letter, it appears that [redacted] has not yet returned to our store. As his purchase has already exceeded our stated return period, we ask that [redacted] return within the next 10 business days if he would still like to receive a refund for the candy. Until he returns to our store, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted [redacted] comments and an equitable resolution has been proposed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because:It is not true that SEARS would have replaced my washer, if contacted in daysBecause I did complain in couple of weeks online SEARS protection websiteI was told to try different detergentsIt was their service personal from chat help But their suggestions did not helpThen a service appointment was also scheduledYou can find it in your recordBut with it was much after first days and for some conflict of time, I had to cancel the appointmentNever those time I was told about option to replace or return[ Note from the beginning I am using [redacted] detergent as suggested ]Immediately after cancelling protection plan, I wanted to reinstate itSEARs still denying itCan they explain why?Finally, I challenge there way of testing the productComputer diagnosis showing no error code means nothing about its performanceWasher is simply not doing its job, that is, clean the dirty clothingWhen I proved it is failing to do its job, SEARS must replace the product of fix itIf not I will have to take next steps, which could be a lot of things including legal action Sincerely, [redacted] ***
Complaint: 10960831 I am rejecting this response because: Sincerely, Male [redacted] , I totally reject the manner in which Sears Holding wishes to reimburse me my $400 by supplying them additional information. I do not need to get them any credit card number to which the gift card was purchased. they have acknowledged that they got the gift card and tore it up with a pair of scissors. how do I know that they really tore it up and didn't use it for themselves. it's all a bunch of lies and pretense on the part of Sears Holding for trying to keep my money. they are nothing but a bunch of thieves and liars. the only resolution to this matter is to send me my $400 gift card all the 21 speed pro GMC bicycle with I want it. why are you so stuck up and stealing $400 from your customers. and put them through hell to get back what rightfully belongs to them.
November 22, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding the repair of her freezer.Upon receiving Ms [redacted] ’s complaint, we researched her service history and found that she called in for repair on October 26, We were able to schedule service for October 29, and it was rescheduled and later cancelled by Ms [redacted] on November 2, We apologize for any confusion and are happy to repair Ms [redacted] ’s freezer should she still require assistance.As for the food loss, Ms [redacted] is not covered under any type of warranty or protection agreement and thus is not eligible for food loss That being said, because we have addressed Ms [redacted] ’s concerns, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaints Specialist [redacted] [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of Ms [redacted] complaint regarding the service and replacement process of her Sears Appliance Warranty for her [redacted] wall oven We would first like to point out that [redacted] (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms [redacted] contract Upon receipt of Ms [redacted] complaint we reached out to Cross Country who is the administrator of the Sears Appliance Warranty service planCross Country is moving forward with the replacement process for Ms [redacted] Thermador wall oven under the Terms and Conditions of the Sears Appliance Warranty Section IV of the Terms and Conditions, General Exclusions and Limitations, Item states: “This Agreement does not cover any of the following: repair or replacement of systems, appliances or components classified by the manufacturer as commercial-grade In no event shall we be liable for claims in excess of $1,in the aggregate, per agreement term, per commercial-like or ultra-premium appliance including, without limitation, brand names such as Sub-zero, [redacted] Monogram Series, Thermador, [redacted] and [redacted] ” Ms [redacted] has been in communication with CCHS and was provided with the approval information as well as the process for reimbursementMs [redacted] requested her replacement options in writing and this was emailed to her on May 6, At this time the claim is pending Ms [redacted] invoice to process the reimbursement for the replacementIf she needs additional assistance she need only contact CCHS directly at [redacted] Since Ms [redacted] has been approved for a replacement under the Terms and Conditions of the Appliance Warranty and is pending Ms [redacted] invoice to complete we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 8, 2014/12/04) */ December 4, [redacted] [redacted] This letter is to inform you that we have been in contact with [redacted] We are working with them to address their concerns with their window installationThe windows have been ordered and they are expected to arrive approximately Friday, December 12, Once the windows have arrived we will schedule the installation with [redacted] Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] , or via email at [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sears IS working with us to resolve this matter, and I wanted to mark yes above because they are working with us; however, the windows have not yet arrivedTherefore, neither a date for installation nor installation have yet occurredPlease keep this matter open until it is resolvedThank you very much [redacted] Final Business Response / [redacted] (4000, 15, 2014/12/31) */ December 29, [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerPursuant to [redacted] complaint, the price match and timely installation of the windows has been completedThe windows were installed on 12/17/ [redacted] are happy with the repairs and have no additional concerns At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Complaint: I am rejecting this response because: Sears is actually in agreement with me; they prematurely installed my tires w/o doing the alignment test work first Again, I came in for an alignment and later in the conversation added tires Sears quotes in their response "Without doing the major work first, the alignment and tire work would wear prematurely" My point exactly; Sears installed the tires w/o checking the alignment and w/o allowing me the opportunity to get the other work performed first Sears installed the new tires and they told me my car needed a part that 1) I checked and found two other repair shops charging less than Sears, and 2) they kept my car all day long on Saturday and called me just before closing letting me know that they would not be able to get the part until sometime on Monday Had they checked my car first, the problem would have been identified first and fixed before the tires were to be installed Instead, Sears installed the tires first they did the check and in their own admission "the tire work was done prematurely." I am requesting that that I be granted the discount price on an alignment that was offered to me for purchasing tires since my tires were installed prematurely/before the alignment was done Sincerely, Denice ***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Judi [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her washer Chris [redacted] , Sears Home Services, Technical Manager provided the following response: The washer noted in Ms [redacted] ’s complaint was purchased from Sears on December 31, and is no longer covered by the one year parts and labor warrantyThat said, our technicians have been unable to identify a wiring issue somewhere within the wiring harnessAfter the sixth attempt failed to repair the washer, we have determined that we cannot repair the washerI contacted Ms [redacted] and informed her that Sears Home Services will be reimbursing her the monies paid to Sears which total $The refund will be processed to the MasterCard ending in Typically a credit to a credit card will post to the account in to business daysDuring my conversation with Ms [redacted] , she informed me that she wants a replacement washer to be provided to her at no charge or she was going to contact an AttorneySince the washer is no longer covered by the manufacturer’s warranty nor a Sears protection agreement, we will not be replacing the washer as requestedIf Ms [redacted] decides to proceed with an Attorney, this is her prerogativeWe expect the funds to post to Ms [redacted] ’s credit card in the aforementioned time frameSince we have noted our response to Ms [redacted] ’s complaint, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: I was told by Jodi [redacted] that I could choose a different washer if I wished I expressed to her that the washer & dryer are stacked and were bought together She stated to me that if I decided on a different manufacturer/model, Sears would also replace the dryer and any difference in price would either be my responsibility or my account would be credited, depending on the cost I am not sure if I will get a replacement washer of the same model or elect to replace both units I need to do some further research on the matter, as well as go to the store and see what my options are I appreciate the prompt response to resolve this issue however, what was sent to you from Melissa [redacted] did not accurately represent the conversation I had with Jodi [redacted] Sincerely, [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered when he attempted to exchange his lawn mower at our store.Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns He investigated and discussed the incident with Operations Manager [redacted] [redacted] confirmed that [redacted] requested to exchange the lawn mower that he had purchased online on October 3, Since the original purchase was still within our 30-day Satisfaction Guarantee period for a return or an exchange, [redacted] offered an even exchange for the same mower; However, [redacted] requested to exchange for a different model The lawn mower [redacted] selected was an additional $and he refused to pay the difference in price [redacted] informed [redacted] that he could exchange for the same model at no additional cost; select a different model and pay the difference in price; or return the lawn mower for a refund [redacted] refused to exchange or the return of his original purchase With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]