Initial Business Response /* (1000, 5, 2015/03/12) */
March 12,
***
We have completed our investigation of *** complaint regarding the service on
his washer
After reviewing the service history and discussing the issue with *** we authorized a replacement of the washer under the terms of his Master Protection Agreement (MPA)He has been provided with the necessary information to select a new washer, 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 *** approval, we have closed our file
We apologize to *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
December 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have been unable to complete the investigation of *** *** complaint regarding the problems he encountered
with the purchase of his television and dryer; and his request for reimbursement
*** ***, Assistant Store Manager for store ***, made multiple attempts to contact *** *** and left voicemails with his contact information. Since he has not responded, we are unable to resolve *** *** issue until we have the opportunity to discuss the matter with her. He may contact Assistant Store Manager *** *** at (*** ***. In the interim, we will consider this matter closed, pending his response
Again, we apologize to *** *** 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
*** ***
***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611Re: *** *** *** Dear *** *** We have completed the investigation of Mr* *** complaint regarding Sears
Home Services and repairs to his refrigerator. It is unfortunate that we
failed Mr
*** expectations when he called Sears for service on his refrigerator. We value Mr* *** patronage, but can
understand how the series of events detailed in his complaint has caused him to
lose faith in SearsWe can assure M** *** that his concerns were 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 we failed his expectationsWe hope that *** *** will allow us another opportunity in the future to provide him with
the type of customer service that Sears has built their reputation upon, but we
would understand if this is not possibleOur service records indicate that the
repairs were completed on December 4, 2015, when a new drier, compressor and
main computer control board was installedAfter the repairs were complete the unit
was tested and was found to be operating as expectedSince we have completed
the aforementioned repairs, we ask that this complaint be closedWe apologize to M** *** and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
***
*** ***I was made to find the store to get my refund when it was done electronically onlinethe items where not made available to me they were regular priced, when I had done my shopping they were sale priced all I have ask for was to have the prices correctedI have contacted the Corporate office and they tell me they Don't have anyone who handles issues they just take the calls? I ask so what happens to the complaints I was told they send them out to the stores to handle Really where the problem began it stays ???? NO one has contacted me about my issue or concern, to me this is unacceptable and I will not shop with Kmart ever again
December 16, 2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL
*** * *** * *** * *** *** ***We have completed
our investigation of *** *** complaint regarding service for his new
refrigerator*** *** stated
that the
store had processed an exchange for him and he now has a working
refrigerator*** *** did offer feedback on the third party emergency
service provider we had contracted to provide service for him and we have forwarded
that feed back to management for reviewSince we have replaced *** ***’s
refrigerator and he indicated he is satisfied with the results we have closed
our case.We apologize to *** *** 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 SpecialistSears Holdings
Corporation*** ***
January 4,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding the rescheduled delivery of his
refrigerator
We apologize that Mr*** delivery was rescheduled on the day of delivery. Upon looking at Mr*** file, we see that due to driveway limitations, a smaller truck was needed and thus, delivery had to be rescheduled. We see that the refrigerator was delivered on December 31, 2015. Because we value Mr*** patronage, we have processed a gift card in the amount of $for any inconveniences that he may have experienced. The gift card will be received in 7-business days to the address listed on this complaint. That being said, because we have addressed Mr*** concerns, we respectfully request this complaint be closed.
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
March 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** ***
* We have completed the investigation of *** *** complaint concerning her local Sears Optical*** *** Customer
Relations Consultant for *** Retail, our business partner in operating the optical location referenced in *** *** complaint has provided the following response, and we have included it in its entirety below: We are in receipt of *** *** complaint filed with your officeWe are sorry that *** *** feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical in ***, New Jersey Please be advised that this Sears Optical is operated by *** *** *** *** *** as the licensee of Sears Holdings*** *** *** an independent doctor of optometry, subleases space from Sears Optical in ***, New Jersey, but she is not an employee of Sears Optical. As an independent optometrist, the business is separate and apart from Sears OpticalTherefore, we cannot compel the doctor to provide a specific resolution However, we have taken the liberty of forwarding *** *** concerns to her attention. *** *** *** ** *** ** *** *** or correspondence can be sent to: *** *** *** *** *** *** *** *** *** ** *** Thank you for contacting *** RetailSincerely, *** *** Escalation Specialist/Sears Optical We apologize to *** *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
January 14,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of *** *** complaint regarding her
dissatisfaction with the multiple repair attempts on her washer
Prior to receiving *** *** complaint from your agency, we were notified of her concerns previously through the Chicago Revdex.com. We investigated the matter and responded to the Revdex.com accordingly. The Revdex.com subsequently closed the case as “administratively judged resolved” on May 21, 2015. Although the response we provided was not the resolution *** *** requested, the Revdex.com felt that we addressed her concerns fairly and that our decision was commensurate to the circumstances. Therefore, we will provide your agency with the same information we provided the Revdex.com
Upon receiving *** *** complaint, we again escalated her concerns to *** ***, District Operations Supervisor, who states the following:
I just spoke to the technician who went out today (5/20/15) and he says that he could not find a thing wrong with the washer and dryerHe did say that he saw signs of water around the door that could be a leak she was talking aboutIt was not leaking today but he thinks that it is caused by possibly opening the door after the machine has been startedHe says the door seal is fine and not damagedHe thinks *** *** may not have a large enough load to dry so the clothes might be missing the moisture sensor causing the machine to end the cycle before the clothes are dryHe did say that he spent the time to check them out and show *** *** how to properly use themHe asked *** *** to start the machines so that he could see if it could be something she is doing or not doing to cause her issuesHe says *** *** did not really know how to turn them on properlyShe told him that she just presses buttons to start itShe does not adjust according to the loads she is washing/drying
Our offices suggest that *** *** consult her user’s manual to ensure she is properly using her washer and dryer correctly. We will not be replacing the washer and dryer as there is nothing wrong with the units.
That being said, if *** *** continues to have issues with her washer, we can send a technician to her home but it will be at her cost as she is currently out of warranty. Should *** *** wish for repair, she can contact our home services department to schedule service at *** ***. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In *** *** case, we apologize that she is not satisfied with her washer but we are unable to replace a washer and dryer that are working as designed and our decision is final
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Initial Business Response /* (1000, 8, 2015/03/26) */
Contact Name and Title:***
Contact Email:***
March 26,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding the repair of her refrigerator
We have reviewed *** service history and our records show that she cancelled her repair on March 23, as she stated that her refrigerator was now working properlyPer our notation, she does therefore no longer need our assistanceThat being said, because *** refrigerator is working as designed, we respectfully request this complaint be closed
We apologize to*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
March 28, Revdex.com *** *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website *** *** *** This letter serves to confirm that Sears Home Improvement Products (SHIP) has
been in contact with *** *** *** *** All issues have been resolved at this time. The final inspection with the *** ** *** *** was passed on 03/22/2016. If the *** have any further issues, they may contact me directly. At this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value *** *** *** *** as customers and appreciate their patronageIf you have any questions or concerns, please contact me directly at *** or via email at *** Sincerely, *** *** SHIP/HI Regulatory Complaint Specialist *** *** *** *** *** *** ***
Initial Business Response /* (1000, 10, 2015/02/12) */
Contact Name and Title: *** ***
Contact Email: ***@searshc.com
February 12,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** # XXXXXXXX
Dear
Ms.***:
We have completed the investigation of Mr***'s complaint regarding service on his refrigerator
It is unfortunate that we failed Mr***'s expectations when he called Sears for service on his refrigeratorWe value Mr***'s patronage, and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be avertedWe would like to note that prior to contacting the Revdex.com, Mr*** has been working with our Blue Ribbon Escalations Department regarding this same issue where he accepted a $bank check which was processed on February 5, under salescheck# XXXXXXXXXXXXThe check should be received within 7-business days from the date of processingThat being said, because Mr*** has accepted $check due to inconveniences he experienced with being rescheduled and the service he received, we respectfully request this case be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX ext #XXXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 12, 2015/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once the check is received, I will come back and close the caseAs of 2/14/2015, the refund check has not been receivedTo note, my Revdex.com complaint was filed before reaching someone from the escalation departmentRepeated attempts calling Sears' numbers resulted in lies and frustrationPromises of management call backs were never receivedAfter reaching out your facebook page, I was finally able to talk with a manager who promptly and efficiently worked with me on the $settlementI was pleased with her helpWhy wouldn't this escalation take place upfront? Why did I have to go through so many hoops to talk with this manager?
Final Business Response /* (4000, 14, 2015/02/18) */
February 18,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** # XXXXXXXX
Dear Ms***
We have completed the investigation of Mr***'s rebuttal regarding service on his refrigerator
Our Blue Ribbon Escalations Department processed a bank check in the amount of $on February 5, via salescheck# XXXXXXXXXXXXAlthough Mr*** would prefer us to keep his case open until the check is received, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr*** has our written commitment that the check has been processed, so we feel that keeping this case open during the interim is unwarrantedIf Mr***'s issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX ext #XXXXX
***@searshc.com
January 29,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have been unable to complete the investigation of Mr*** complaint regarding
his refrigerator that was delivered missing shelves
Upon receiving Mr*** complaint, we escalated his concerns to *** *** Member Experience Office Member. Ms* *** attempted to reach Mr*** via telephone and has left contact information on his voicemail; however, at this time he has not responded. We are unable to resolve Mr* ***’s issue until we have the opportunity to discuss the matter with him. Mr*** may contact Ms* *** at *** *** *** at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider Mr*** matter closed, pending his response
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 Complaints Specialist
***
***
November 18, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** *** ***We have completed the investigation of *** *** complaint regarding his dissatisfaction with the performance of his water
softener due to a leak issue and his request for a replacement.Upon receipt of *** *** complaint we reached out to Tech Manager *** *** and District Manager *** *** to assist with *** *** concern. They reviewed the service order notes and discussed the repairs with the technicians regarding the water softener. It was determined that the technicians have repaired the leak to the best of their ability. However, the technicians had informed *** *** that the plumbing is not secured to the wall, and the constant movement of the line is causing the leaks in the bypass valve. *** *** contacted *** *** and offered to send a senior technician to re-inspect and provide another opinion on the issue. *** *** agreed and service was set for November 18, 2015. Our technician reported that he inspected the water softener and found no leaks. He also confirmed that there have been no leaks since the last repair that was completed on October 21, 2015. Our technician noted that the plumbing was still not secured and explained to *** *** that if the lines were not secured, it will leak again, and any additional leak related issues would not be covered under warranty. *** *** confirmed that he was going to have plumbing lines secured. Since we have addressed the issues brought forth in *** *** complaint, we have closed our file.Again, we apologize to *** *** 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 SpecialistSears Holdings Corporation*** ***
January 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** ** *** Dear *** *** We have completed our investigation of Ms* *** complaint regarding her
dissatisfaction with Sears Home Services First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her dryerAdditionally, 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. We do not take these matters lightly and we have forwarded Ms* *** concerns to the District Service Manager for further review. On January 20, 2016, the technician returned to Ms* *** home to install a new thermostat. Once the new part was installed, the dryer was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Ms*** may have experienced due to the delay in repairing her dryerWith that said, since we have completed the repair to Ms* *** dryer, albeit later than expected, and 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
Complaint: ***
I am rejecting this response because:If Sears cannot check a water heater running continually within hours it should not be selling extended service contractsThe initial call Sears said daysAlthough it was not the water heater the slow response time meant a pipe shot hot water under my house for days
Sincerely,
*** ***
Initial Business Response /* (1000, 13, 2015/03/25) */
March 25,
***
***
***
***
***
***
***
***
This letter
serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with ***I have confirmed with *** that she was not overcharged $and that she did receive appropriate discounts at the time of the saleAdditionally, the Richmond project coordinator has confirmed measurement with her installer and *** and is reordering cabinet doorsThe doors will take up to weeks to come in and *** has been advised of this time constraintFinally, once the doors are installed, I will be sending *** an agreement for a credit of the $that she was charged for the lazy*** trays that were not installed
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** extension *** or via email at ***
Sincerely,
***
***
***
Complaint: ***
I am rejecting this response because: I was promised a credit card credit The Shop your way points that were awarded were not the promised credit Sears can say they were not surprise points, but I had gotten a message that they were and used them to buy tires for my carThey were not the full amount promised and I feel this proves my case Why would they credit an arbitrary amount that was not what was promised I have received the broiler pan I do not expect SEARS to keep the promise of the credit, they are not an honest company I will not deal with them again and I will be sure to share my experiences with family and friends
Sincerely,
*** ***
February 11, *** *** 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 non-receipt of a refund for her returned kmart.com order It is unfortunate that we failed Ms*** expectations when she recently placed an order with KmartWe 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, *** ***, Manager for Kmart Store ***, contacted Ms*** directly to discuss her concerns. At that time, Ms*** confirmed that she had received the refund for her order. Ms*** is welcome to contact *** *** ** *** *** ** *** *** if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted 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 *** *** *** ***
January 15, Nita *** Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Alic*** - # Dear Ms***: We have completed the investigation of Ms***’s rebuttal to our previous response Since Ms*** filed her follconcerns, the repair to her refrigerator has been completed. The technician returned to her home on January 15, 2016, and addressed the outstanding issues with the unit. Customer Advocate Barbara *** spoke with Ms*** after the technician left and she stated that the refrigerator was working. With that said, since we have completed the repair to Ms***’s refrigerator and documented her concerns with the repair process, 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
Initial Business Response /* (1000, 5, 2015/03/12) */
March 12,
***
We have completed our investigation of *** complaint regarding the service on
his washer
After reviewing the service history and discussing the issue with *** we authorized a replacement of the washer under the terms of his Master Protection Agreement (MPA)He has been provided with the necessary information to select a new washer, 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 *** approval, we have closed our file
We apologize to *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
December 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have been unable to complete the investigation of *** *** complaint regarding the problems he encountered
with the purchase of his television and dryer; and his request for reimbursement
*** ***, Assistant Store Manager for store ***, made multiple attempts to contact *** *** and left voicemails with his contact information. Since he has not responded, we are unable to resolve *** *** issue until we have the opportunity to discuss the matter with her. He may contact Assistant Store Manager *** *** at (*** ***. In the interim, we will consider this matter closed, pending his response
Again, we apologize to *** *** 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
*** ***
***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611Re: *** *** *** Dear *** *** We have completed the investigation of Mr* *** complaint regarding Sears
Home Services and repairs to his refrigerator. It is unfortunate that we
failed Mr
*** expectations when he called Sears for service on his refrigerator. We value Mr* *** patronage, but can
understand how the series of events detailed in his complaint has caused him to
lose faith in SearsWe can assure M** *** that his concerns were 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 we failed his expectationsWe hope that *** *** will allow us another opportunity in the future to provide him with
the type of customer service that Sears has built their reputation upon, but we
would understand if this is not possibleOur service records indicate that the
repairs were completed on December 4, 2015, when a new drier, compressor and
main computer control board was installedAfter the repairs were complete the unit
was tested and was found to be operating as expectedSince we have completed
the aforementioned repairs, we ask that this complaint be closedWe apologize to M** *** and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
***
*** ***I was made to find the store to get my refund when it was done electronically onlinethe items where not made available to me they were regular priced, when I had done my shopping they were sale priced all I have ask for was to have the prices correctedI have contacted the Corporate office and they tell me they Don't have anyone who handles issues they just take the calls? I ask so what happens to the complaints I was told they send them out to the stores to handle Really where the problem began it stays ???? NO one has contacted me about my issue or concern, to me this is unacceptable and I will not shop with Kmart ever again
December 16, 2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL
*** * *** * *** * *** *** ***We have completed
our investigation of *** *** complaint regarding service for his new
refrigerator*** *** stated
that the
store had processed an exchange for him and he now has a working
refrigerator*** *** did offer feedback on the third party emergency
service provider we had contracted to provide service for him and we have forwarded
that feed back to management for reviewSince we have replaced *** ***’s
refrigerator and he indicated he is satisfied with the results we have closed
our case.We apologize to *** *** 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 SpecialistSears Holdings
Corporation*** ***
January 4,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding the rescheduled delivery of his
refrigerator
We apologize that Mr*** delivery was rescheduled on the day of delivery. Upon looking at Mr*** file, we see that due to driveway limitations, a smaller truck was needed and thus, delivery had to be rescheduled. We see that the refrigerator was delivered on December 31, 2015. Because we value Mr*** patronage, we have processed a gift card in the amount of $for any inconveniences that he may have experienced. The gift card will be received in 7-business days to the address listed on this complaint. That being said, because we have addressed Mr*** concerns, we respectfully request this complaint be closed.
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
March 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** ***
* We have completed the investigation of *** *** complaint concerning her local Sears Optical*** *** Customer
Relations Consultant for *** Retail, our business partner in operating the optical location referenced in *** *** complaint has provided the following response, and we have included it in its entirety below: We are in receipt of *** *** complaint filed with your officeWe are sorry that *** *** feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical in ***, New Jersey Please be advised that this Sears Optical is operated by *** *** *** *** *** as the licensee of Sears Holdings*** *** *** an independent doctor of optometry, subleases space from Sears Optical in ***, New Jersey, but she is not an employee of Sears Optical. As an independent optometrist, the business is separate and apart from Sears OpticalTherefore, we cannot compel the doctor to provide a specific resolution However, we have taken the liberty of forwarding *** *** concerns to her attention. *** *** *** ** *** ** *** *** or correspondence can be sent to: *** *** *** *** *** *** *** *** *** ** *** Thank you for contacting *** RetailSincerely, *** *** Escalation Specialist/Sears Optical We apologize to *** *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
January 14,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of *** *** complaint regarding her
dissatisfaction with the multiple repair attempts on her washer
Prior to receiving *** *** complaint from your agency, we were notified of her concerns previously through the Chicago Revdex.com. We investigated the matter and responded to the Revdex.com accordingly. The Revdex.com subsequently closed the case as “administratively judged resolved” on May 21, 2015. Although the response we provided was not the resolution *** *** requested, the Revdex.com felt that we addressed her concerns fairly and that our decision was commensurate to the circumstances. Therefore, we will provide your agency with the same information we provided the Revdex.com
Upon receiving *** *** complaint, we again escalated her concerns to *** ***, District Operations Supervisor, who states the following:
I just spoke to the technician who went out today (5/20/15) and he says that he could not find a thing wrong with the washer and dryerHe did say that he saw signs of water around the door that could be a leak she was talking aboutIt was not leaking today but he thinks that it is caused by possibly opening the door after the machine has been startedHe says the door seal is fine and not damagedHe thinks *** *** may not have a large enough load to dry so the clothes might be missing the moisture sensor causing the machine to end the cycle before the clothes are dryHe did say that he spent the time to check them out and show *** *** how to properly use themHe asked *** *** to start the machines so that he could see if it could be something she is doing or not doing to cause her issuesHe says *** *** did not really know how to turn them on properlyShe told him that she just presses buttons to start itShe does not adjust according to the loads she is washing/drying
Our offices suggest that *** *** consult her user’s manual to ensure she is properly using her washer and dryer correctly. We will not be replacing the washer and dryer as there is nothing wrong with the units.
That being said, if *** *** continues to have issues with her washer, we can send a technician to her home but it will be at her cost as she is currently out of warranty. Should *** *** wish for repair, she can contact our home services department to schedule service at *** ***. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In *** *** case, we apologize that she is not satisfied with her washer but we are unable to replace a washer and dryer that are working as designed and our decision is final
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Initial Business Response /* (1000, 8, 2015/03/26) */
Contact Name and Title:***
Contact Email:***
March 26,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding the repair of her refrigerator
We have reviewed *** service history and our records show that she cancelled her repair on March 23, as she stated that her refrigerator was now working properlyPer our notation, she does therefore no longer need our assistanceThat being said, because *** refrigerator is working as designed, we respectfully request this complaint be closed
We apologize to*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
March 28, Revdex.com *** *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website *** *** *** This letter serves to confirm that Sears Home Improvement Products (SHIP) has
been in contact with *** *** *** *** All issues have been resolved at this time. The final inspection with the *** ** *** *** was passed on 03/22/2016. If the *** have any further issues, they may contact me directly. At this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value *** *** *** *** as customers and appreciate their patronageIf you have any questions or concerns, please contact me directly at *** or via email at *** Sincerely, *** *** SHIP/HI Regulatory Complaint Specialist *** *** *** *** *** *** ***
Initial Business Response /* (1000, 10, 2015/02/12) */
Contact Name and Title: *** ***
Contact Email: ***@searshc.com
February 12,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** # XXXXXXXX
Dear
Ms.***:
We have completed the investigation of Mr***'s complaint regarding service on his refrigerator
It is unfortunate that we failed Mr***'s expectations when he called Sears for service on his refrigeratorWe value Mr***'s patronage, and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be avertedWe would like to note that prior to contacting the Revdex.com, Mr*** has been working with our Blue Ribbon Escalations Department regarding this same issue where he accepted a $bank check which was processed on February 5, under salescheck# XXXXXXXXXXXXThe check should be received within 7-business days from the date of processingThat being said, because Mr*** has accepted $check due to inconveniences he experienced with being rescheduled and the service he received, we respectfully request this case be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX ext #XXXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 12, 2015/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once the check is received, I will come back and close the caseAs of 2/14/2015, the refund check has not been receivedTo note, my Revdex.com complaint was filed before reaching someone from the escalation departmentRepeated attempts calling Sears' numbers resulted in lies and frustrationPromises of management call backs were never receivedAfter reaching out your facebook page, I was finally able to talk with a manager who promptly and efficiently worked with me on the $settlementI was pleased with her helpWhy wouldn't this escalation take place upfront? Why did I have to go through so many hoops to talk with this manager?
Final Business Response /* (4000, 14, 2015/02/18) */
February 18,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** # XXXXXXXX
Dear Ms***
We have completed the investigation of Mr***'s rebuttal regarding service on his refrigerator
Our Blue Ribbon Escalations Department processed a bank check in the amount of $on February 5, via salescheck# XXXXXXXXXXXXAlthough Mr*** would prefer us to keep his case open until the check is received, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr*** has our written commitment that the check has been processed, so we feel that keeping this case open during the interim is unwarrantedIf Mr***'s issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX ext #XXXXX
***@searshc.com
January 29,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have been unable to complete the investigation of Mr*** complaint regarding
his refrigerator that was delivered missing shelves
Upon receiving Mr*** complaint, we escalated his concerns to *** *** Member Experience Office Member. Ms* *** attempted to reach Mr*** via telephone and has left contact information on his voicemail; however, at this time he has not responded. We are unable to resolve Mr* ***’s issue until we have the opportunity to discuss the matter with him. Mr*** may contact Ms* *** at *** *** *** at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider Mr*** matter closed, pending his response
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 Complaints Specialist
***
***
November 18, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** *** ***We have completed the investigation of *** *** complaint regarding his dissatisfaction with the performance of his water
softener due to a leak issue and his request for a replacement.Upon receipt of *** *** complaint we reached out to Tech Manager *** *** and District Manager *** *** to assist with *** *** concern. They reviewed the service order notes and discussed the repairs with the technicians regarding the water softener. It was determined that the technicians have repaired the leak to the best of their ability. However, the technicians had informed *** *** that the plumbing is not secured to the wall, and the constant movement of the line is causing the leaks in the bypass valve. *** *** contacted *** *** and offered to send a senior technician to re-inspect and provide another opinion on the issue. *** *** agreed and service was set for November 18, 2015. Our technician reported that he inspected the water softener and found no leaks. He also confirmed that there have been no leaks since the last repair that was completed on October 21, 2015. Our technician noted that the plumbing was still not secured and explained to *** *** that if the lines were not secured, it will leak again, and any additional leak related issues would not be covered under warranty. *** *** confirmed that he was going to have plumbing lines secured. Since we have addressed the issues brought forth in *** *** complaint, we have closed our file.Again, we apologize to *** *** 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 SpecialistSears Holdings Corporation*** ***
January 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** ** *** Dear *** *** We have completed our investigation of Ms* *** complaint regarding her
dissatisfaction with Sears Home Services First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her dryerAdditionally, 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. We do not take these matters lightly and we have forwarded Ms* *** concerns to the District Service Manager for further review. On January 20, 2016, the technician returned to Ms* *** home to install a new thermostat. Once the new part was installed, the dryer was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Ms*** may have experienced due to the delay in repairing her dryerWith that said, since we have completed the repair to Ms* *** dryer, albeit later than expected, and 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
Complaint: ***
I am rejecting this response because: it is based on the technicians opinion, not any facts
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:If Sears cannot check a water heater running continually within hours it should not be selling extended service contractsThe initial call Sears said daysAlthough it was not the water heater the slow response time meant a pipe shot hot water under my house for days
Sincerely,
*** ***
Initial Business Response /* (1000, 13, 2015/03/25) */
March 25,
***
***
***
***
***
***
***
***
This letter
serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with ***I have confirmed with *** that she was not overcharged $and that she did receive appropriate discounts at the time of the saleAdditionally, the Richmond project coordinator has confirmed measurement with her installer and *** and is reordering cabinet doorsThe doors will take up to weeks to come in and *** has been advised of this time constraintFinally, once the doors are installed, I will be sending *** an agreement for a credit of the $that she was charged for the lazy*** trays that were not installed
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** extension *** or via email at ***
Sincerely,
***
***
***
Complaint: ***
I am rejecting this response because: I was promised a credit card credit The Shop your way points that were awarded were not the promised credit Sears can say they were not surprise points, but I had gotten a message that they were and used them to buy tires for my carThey were not the full amount promised and I feel this proves my case Why would they credit an arbitrary amount that was not what was promised I have received the broiler pan I do not expect SEARS to keep the promise of the credit, they are not an honest company I will not deal with them again and I will be sure to share my experiences with family and friends
Sincerely,
*** ***
February 11, *** *** 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 non-receipt of a refund for her returned kmart.com order It is unfortunate that we failed Ms*** expectations when she recently placed an order with KmartWe 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, *** ***, Manager for Kmart Store ***, contacted Ms*** directly to discuss her concerns. At that time, Ms*** confirmed that she had received the refund for her order. Ms*** is welcome to contact *** *** ** *** *** ** *** *** if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted 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 *** *** *** ***
January 15, Nita *** Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Alic*** - # Dear Ms***: We have completed the investigation of Ms***’s rebuttal to our previous response Since Ms*** filed her follconcerns, the repair to her refrigerator has been completed. The technician returned to her home on January 15, 2016, and addressed the outstanding issues with the unit. Customer Advocate Barbara *** spoke with Ms*** after the technician left and she stated that the refrigerator was working. With that said, since we have completed the repair to Ms***’s refrigerator and documented her concerns with the repair process, 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