Complaint: ***
I am rejecting this response because: I am very fluent in the English language and I can perfectly understand it I was a federal employee for years where all business is conducted in English. It is completely that the advertisement advised that the free delivery offer did not apply to Puerto RicoIn addition, it makes no sense at all since distances in a x mi island are always shorter than distances in the continental USAThe only reason why I purchased the washer and dryer was because of this free delivery offerSears charges about $for a delivery in PRI want this money to be reimbursed to me because the advertisement never explained that PR was an exception to the offerSears must know that most people in PR are subscribed to cable tv, so they must be aware that there is no reason for us to believe that the offers are not available in PR because this would be a discriminatory practice They must CLEARLY specify this exception which they did not do in this caseAgain, I am requesting that the delivery payment be reimbursed to me and, more importantly, that they stop misleading advertisements
Sincerely,
*** *** ***
Initial Business Response /* (1000, 8, 2015/02/19) */
Contact Name and Title: ***
Contact Phone: ***
February 19,
***
***
***
***
***
***
We have completed the investigation of the *** complaint regarding their allegation that the technician did not service the television properly and this led to additional problems with television
Due to the nature of the *** concerns, a claim was opened with ***, our third-party claims adjusterAs clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears*** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimUpon receipt of the *** complaint, we reached out to *** ***, their *** Claims Examiner*** confirmed that this claim had been settled and a settlement check was issued on February 13, If the *** have any questions regarding their claim or settlement, they can contact *** and reference claim number ***In the interim, since a settlement has been reached and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
Again, we apologize to the *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Initial Business Response /* (1000, 5, 2015/02/09) */
February 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding
a missing part form the elliptical machine she purchased recently
In response to Ms***'s letter, a chest strap has been ordered for shipment to her home address free of charge with an estimated arrival date of February 17, We appreciate Ms***'s patronage and sincerely apologize for any inconvenience she may have experienced as a result of this issueThat said, since we have provided the resolution Ms*** was seeking, we respectfully ask that this matter be considered closed
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding issue that occurred at her local Sears when he payment was not properly
processed at the Oxford Sears storeIt is unfortunate that we failed *** *** expectations when she made a payment at her local Sears store in Oxford and a system failure occurredWe value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and ***We can assure *** *** that her concerns have been forwarded to local district sales manager as well as the management of the Oxford Sears, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that *** *** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleOn Wednesday, December 23, 2015, I had a conference call with *** *** and *** (***) from ***, who advised *** *** that the late fee has been reversed and credited back to her account*** will be sending *** *** letter from *** advising her that the late fee concerns have been resolvedI invite *** *** to contact me at any time if she has any additional concerns, she has my office number and email addressSince we have noted Sears response to *** *** complaint, we respectfully request that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** ** *** *** *** We have reviewed *** *** rebuttal complaint regarding his non-receipt of a full refund We sent an email correspondence to *** ** on May 10, 2016, advising that the Gift Card department confirmed the amount he was shorted was for $For tracking purposes *** ** requested that a new gift card be sentTherefore, a new gift card of $was issued on May 12, 2016, which will arrive in the mail*** ** can expect to receive this in the mail within to business days or by May 26, In the interim, we have noted *** **’s concerns and respectfully ask to have this matter closed, pending their receipt of the new gift card We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his washer and his request to have the unit exchangedUpon
researching *** *** concerns, we found that his washer has had four service calls since the unit was purchased in August of 2015; however, only one repair was completed. The first service call was on October 8, 2015, during which the technician instructed *** *** on the operation of the washer. On November 9, 2015, the technician found that the drain pipe was kinked, which inhibited the water flow to the washer; he corrected the issue and found the washer to be working properly. On November 11, 2015, the technician returned to *** *** home and instructed *** *** on the water level settings; he found no issues with the operation of the unit. The only repair was completed on November 28, 2015, during which the technician calibrated the board. While *** *** is dissatisfied with the washer, it appears that his problems stem from not using the unit properly. We strongly suggest that *** *** review the owner’s manual so he can operate the unit in accordance with the manufacturer’s recommendations and avoid unnecessary customer instruct service calls. At this time, neither an exchange nor a refund is an option, since *** *** is outside Sears’ 30-day Return Policy Lastly, we would like to clarify that we do not define ourselves strictly by the terms of the policy and we have made exceptions from time to time, but we do not find that *** ***’s situation warrants such a consideration. With that said, since we are unable to grant *** ***’s request for an exchange, due to the aforementioned reasons, we ask that this matter closedWe appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: the point of my complaint was handled in the EXACT same wayYou people COMPLETELY miss the problem and default to the same song and danceI understand that I should have read the fine printI understand that they are a separate entitySEARS fails to understand that I went in there as a repeat customer and was EXPLAINED by the sales associate differently than what the program actually isSEARS provides no training to the sales associates on how the program works so they are left to their own interpretationIf it's the customer's responsibility to research and gain their own clarification in how the program works then why have the sales associate there? The other problem, which was completely unaddressed again by Sears, is the fact that the manager would not speak to meNo attempt was made by the manager to come "manage" the situationAll this company has proven is the fact that they could care less about the problem and presenting a resolutionThey just copy and paste the exact same resolution because this is the 2nd time I've been told this and Sears COMPLETELY missed the point, so allow me to clarify 1) regardless of anything, *** is no better the a pay day loan business and is completely lacking in respect to SEARS' customers, which I would think Sears would find offensive but obviously not 2) the sales associates are not equipped to properly Amar the questions about the program, regardless of them being separate, Sears associates should be able to answer questions or have the means to find the answer 3) the manager of the longview store COMPLETELY ignored me, that is not ok and is honestly disrespectful 4)this is a brand new complaint; Sears customer service is atrocious, I am wasting my time over the same thing again for the 4th time because no one wants to take the time to address any actual problem, do not treat your customers as a default problem, listen and understand, don't just say "oh, well it's your responsibility to read the fine print" this company washed their hands of me as soon as I clicked that stupid box that I was reminded of againI understand that I was obviously stupid enough to not sit there and tale the time to read all the fine printI understand that I was stupid enough to listen and discuss the intricacies of the program with the Sears associateI understand that it is my responsibility to deal with all my stupid life choicesWhat Sears fails to understand is that I knew ALL of that before I walked into the longview store to gain some understandingZero accountabilityZero concern except for repeating the same song and dance "you clicked the box, it's your responsibility now just as it was when you walked in to purchase the product." I cannot express my aggravation enough with how this has been dealt withThe only resolve that I see coming from this is that the company is continuing to decline and close storesIf you choose to offer something as repulsive as how *** is and not prepare the customer and sales associate any better than the notorious box yet push the program to make the sale, then eventually it comes back around, and by the looks of doors closing it is.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Fact is it was sold unopeoned and a used tv was in the box I will now get a lawyer to take the matter to court
Sincerely,
*** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** * *** *** *** *** We have completed the investigation of *** *** rebuttal regarding Sears
and a gas fired furnace As noted in our initial and subsequent response, when a
claim has been referred to *** they have the final determination on the
claimThey are our third-party claims administrator, empowered to accept or
deny the claim presented to themWe reiterate that claim *** is assigned
to Claims Examiner *** *** for handling*** *** can be reached at
*** *** *** during business hours or via email at ***
We have provided *** *** with a copy of *** *** latest communication for
reviewSince we have noted that this has been referred to *** we ask
that this complaint remain closedWe apologize to MsKepple and appreciate
the opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** ***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the failure
of her snow blower and the estimate she received for its repair Unfortunately, many issues that a customer may experience with a snow blower or any other piece of lawn and garden equipment are caused by the way the item is used or something the customer has neglected to do in regard to maintenance. Such issues may result regardless of whether a customer has used their item for five minutes or five years. Therefore, in all instances involving lawn and garden equipment it is our policy to have a certified Sears technician confirm the cause for failure and if it is truly due to a defect and/or no fault of the customer, then the item may be repaired, replaced, or refunded according to the terms of our return policy or the manufacturer’s warranty. In *** *** case, it was determined that the poor performance of her snow blower was the result of improper storage. The most common way that this occurs is by using leaving fuel within the unit during periods of non-use or using fuel that has been stored for long periods and/or during weather changes. While we understand that *** *** claims this was not the issue, the symptoms exhibited and the internal parts of the snow blower did not indicate a manufacturer’s defect. Regardless, we offered *** *** a discount of 25% off the carburetor cleaning and maintenance needed. She accepted our offer and returned her lawn mower to our service unit. Since we have offered a resolution appropriate to our policies and the manufacturer’s warranty for the snow blower *** *** purchased, we have closed our file regarding this matter 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: the company still has not stated how much it has refunded to met, besides saying that a "full refund" has been madeIn particular, I submit that I have received around half ($25) of the $50+ I was supposed to get refundedThat is, the company has not provided full and clear accounting on how much it intended to refund me or how much it has refunded me in factThis is a dispute as to how much was refundedSimply saying that "a full refund" has been made is not suffice
Sincerely,
*** **
January 14, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have been unable to complete the investigation of *** *** complaint regarding the
repairs for her RCA TVWe forwarded *** *** complaint to the service unit*** *** the Distric Service Manager left several message for *** *** to contact him directly at *** so we could provide her with a sooner service date than the scheduled Jan 12, Mr*** never received a call back despite leaving several messagesOur service technician arrived at the home on January 12, but no one was homeWe are more than happy to assist Ms*** if she is still in need of assistance she needs only to contact Mr*** at the above numberIn the interim, we will consider *** *** matter closed, pending her responseWe apologize to MsJohnson-krick for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 7, 2014/12/24) */
Contact Name and Title: ***
Contact Email: ***
December 24,
***
***
***
***
***
***
We have completed the investigation of* complaint regarding her dissatisfaction with her recent online order that was sent to the incorrect address
Upon receiving *** complaint, we escalated her concerns to*** Senior Case Manager for online services who states the following:
First and foremost, I do want to apologize for the inconvenience this order has causedWe show that your order was being delivered by UPS tracking number *** ***I do understand that this was the incorrect addressHowever, between miscommunication, the address was not changed in timePer UPS tracking number *** the Super Heroes Captain America vsHydra has been shipped back to our facility
With this being said, I have issued you a refund in the amount of $back to your *** credit card account ending in***I do also see that there has already been a $adjustment issued back to your Shop Your Way Rewards card on 12/22/for customer satisfaction
The credit should be viewable by your financial institution within hoursIf you have any questions, please contact your financial institution after that period to verify receipt of the credit to your accountPlease note, your financial institution may have processing guidelines for posting credits that may impact the time it takes for the credit to be reflected in your balanceThat being said, because we have addressed*** complaint, 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
***
***
***
***
*** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Stephanie *** #Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her dryerSears Home Services
records indicate that a technician was dispatched to Ms*** home on Saturday, December 26, 2015, to diagnose a noise coming from her dryerThe technician assigned to the call noted that while at the home he identified that the heat shield over the burner was found to be rattlingThe heat shield was adjusted to stop the noiseIf Ms*** has any additional concerns regarding her dryer, she can contact JoAnn Littles at 732-256-Since we have completed the service to Ms*** dryer, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding her Sears Home Warranty Upon receipt of ***
*** complaint we reached out to *** *** who is the administrator of the Sears Home Warranty service plan*** *** has cancelled her warranty plan and fully refunded all payments received from *** *** on this planThe $will go back onto her *** card ending in *** If *** *** is still in need of assistance or has any questions regarding the home warranty plan or the refund she may contact *** *** Services directly at *** *** ***Since it is our understanding that this resolution was acceptable to *** *** 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 Specialist Sears Holdings Corporation *** *** ***
Complaint:
I am rejecting this response because: It's still not resolvedStill haven't received dishwasherHave not received $installation refundHave not received refund of interest charged to my sears credit card, purchased 11/20, still haven't received, I shouldn't have to pay Sears credit card interestAlso, I need removal of old dishwasher free of charge as a courtesy included with my delivery since there will be no installationI don't want just a drop off, I want the old one properly disconnected.
Sincerely,
Ivy ***
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** **
Dear *** ***
We have completed the investigation of *** *** complaint regarding his recent online order
It is unfortunate that we failed his expectations when he placed his order online for deliveryAfter researching the online order notes we confirmed that there was a system errorWe regret that this incident occurred, and we can assure *** ** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we confirmed that there was no charge to *** *** *** card, the original Gift Card currently has the full balance of $and we have requested a reversal of the Shop Your Way Reward points of $We apologize again for any inconvenience he may have experiencedIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
January 8, Revdex.com *** *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** * *** *** Via: Revdex.com website Dear *** *** This letter serves as an update regarding the above-referenced matterI have been in
correspondence with Mrand Mrs***SHIP’s district office confirmed the storm door was in and is ready for installationAn appointment was scheduled with the ***s for 12/30/However, once the installer arrived to install the storm door, it was discovered that the frame needed to be replaced as wellThe installer was not able to complete the storm door installation, but was able to reconnect the ***s’ alarm for themAn order has been placed for a new frame and the frame is expected to be shipped from the manufacturer on 1/18/Once we receive the frame in our warehouse we will be able to coordinate and schedule the installation with the ***sI will continue to update you further as necessaryThank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** ***, or via email at *** Sincerely, *** *** SHIP/HI Regulatory Complaint Specialist cc: *** ***
Complaint: ***
I am rejecting this response because: I had to argue with the business for days and after the first refund was issued I spoke with multiple employees via email before anypne would agree to the second refund and was told twice they would not refund it before it was finally doneI should have received replacements so the issue was never in fact resolved at allI am aware that the items are stated as delivered which was the issue and reason for contact in the first place and had this issue been handled properly I never would have been forced to purchase the items elsewhereTherefore until I am reimbursed the difference I do not consider this matter resolved
Sincerely,
*** ***
March 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the quality of the service he received at the auto
center; as well as his allegation that we caused electrical damage to his dashboard lights when our technician connected test equipment to his battery Upon receipt of *** *** complaint we reached out to *** *** Auto Center Manager for Store ***, to assist with *** *** concerns*** *** stated that Sears Auto Center will perform a One Stop audit on all vehicles that come in for serviceThe process consists of connecting the battery tester on the vehicle’s battery which is hooked to the code scannerThe battery tester does not have any power at all, it just takes a readingAccordingly, Sears denies any wrong doing in regards to the dashboard lightsOn February 26, *** *** contacted *** *** to discuss his concerns regarding the dashboard lights and the alignment of his vehicle*** *** offered to redo the alignment; *** *** accepted the offer and agreed to bring in his vehicle for the realignment*** *** noted that *** *** was persistent that the auto center caused the damage to his dashboard lightsFor customer satisfaction, they came to an agreement that *** *** would take his vehicle to the dealer for the dashboard light issue and we would cover the expenseIn the interim, since we have addressed the issues brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: I am very fluent in the English language and I can perfectly understand it I was a federal employee for years where all business is conducted in English. It is completely that the advertisement advised that the free delivery offer did not apply to Puerto RicoIn addition, it makes no sense at all since distances in a x mi island are always shorter than distances in the continental USAThe only reason why I purchased the washer and dryer was because of this free delivery offerSears charges about $for a delivery in PRI want this money to be reimbursed to me because the advertisement never explained that PR was an exception to the offerSears must know that most people in PR are subscribed to cable tv, so they must be aware that there is no reason for us to believe that the offers are not available in PR because this would be a discriminatory practice They must CLEARLY specify this exception which they did not do in this caseAgain, I am requesting that the delivery payment be reimbursed to me and, more importantly, that they stop misleading advertisements
Sincerely,
*** *** ***
Initial Business Response /* (1000, 8, 2015/02/19) */
Contact Name and Title: ***
Contact Phone: ***
February 19,
***
***
***
***
***
***
We have completed the investigation of the *** complaint regarding their allegation that the technician did not service the television properly and this led to additional problems with television
Due to the nature of the *** concerns, a claim was opened with ***, our third-party claims adjusterAs clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears*** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimUpon receipt of the *** complaint, we reached out to *** ***, their *** Claims Examiner*** confirmed that this claim had been settled and a settlement check was issued on February 13, If the *** have any questions regarding their claim or settlement, they can contact *** and reference claim number ***In the interim, since a settlement has been reached and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
Again, we apologize to the *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Initial Business Response /* (1000, 5, 2015/02/09) */
February 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding
a missing part form the elliptical machine she purchased recently
In response to Ms***'s letter, a chest strap has been ordered for shipment to her home address free of charge with an estimated arrival date of February 17, We appreciate Ms***'s patronage and sincerely apologize for any inconvenience she may have experienced as a result of this issueThat said, since we have provided the resolution Ms*** was seeking, we respectfully ask that this matter be considered closed
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding issue that occurred at her local Sears when he payment was not properly
processed at the Oxford Sears storeIt is unfortunate that we failed *** *** expectations when she made a payment at her local Sears store in Oxford and a system failure occurredWe value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and ***We can assure *** *** that her concerns have been forwarded to local district sales manager as well as the management of the Oxford Sears, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that *** *** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleOn Wednesday, December 23, 2015, I had a conference call with *** *** and *** (***) from ***, who advised *** *** that the late fee has been reversed and credited back to her account*** will be sending *** *** letter from *** advising her that the late fee concerns have been resolvedI invite *** *** to contact me at any time if she has any additional concerns, she has my office number and email addressSince we have noted Sears response to *** *** complaint, we respectfully request that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** ** *** *** *** We have reviewed *** *** rebuttal complaint regarding his non-receipt of a full refund We sent an email correspondence to *** ** on May 10, 2016, advising that the Gift Card department confirmed the amount he was shorted was for $For tracking purposes *** ** requested that a new gift card be sentTherefore, a new gift card of $was issued on May 12, 2016, which will arrive in the mail*** ** can expect to receive this in the mail within to business days or by May 26, In the interim, we have noted *** **’s concerns and respectfully ask to have this matter closed, pending their receipt of the new gift card We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his washer and his request to have the unit exchangedUpon
researching *** *** concerns, we found that his washer has had four service calls since the unit was purchased in August of 2015; however, only one repair was completed. The first service call was on October 8, 2015, during which the technician instructed *** *** on the operation of the washer. On November 9, 2015, the technician found that the drain pipe was kinked, which inhibited the water flow to the washer; he corrected the issue and found the washer to be working properly. On November 11, 2015, the technician returned to *** *** home and instructed *** *** on the water level settings; he found no issues with the operation of the unit. The only repair was completed on November 28, 2015, during which the technician calibrated the board. While *** *** is dissatisfied with the washer, it appears that his problems stem from not using the unit properly. We strongly suggest that *** *** review the owner’s manual so he can operate the unit in accordance with the manufacturer’s recommendations and avoid unnecessary customer instruct service calls. At this time, neither an exchange nor a refund is an option, since *** *** is outside Sears’ 30-day Return Policy Lastly, we would like to clarify that we do not define ourselves strictly by the terms of the policy and we have made exceptions from time to time, but we do not find that *** ***’s situation warrants such a consideration. With that said, since we are unable to grant *** ***’s request for an exchange, due to the aforementioned reasons, we ask that this matter closedWe appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: the point of my complaint was handled in the EXACT same wayYou people COMPLETELY miss the problem and default to the same song and danceI understand that I should have read the fine printI understand that they are a separate entitySEARS fails to understand that I went in there as a repeat customer and was EXPLAINED by the sales associate differently than what the program actually isSEARS provides no training to the sales associates on how the program works so they are left to their own interpretationIf it's the customer's responsibility to research and gain their own clarification in how the program works then why have the sales associate there? The other problem, which was completely unaddressed again by Sears, is the fact that the manager would not speak to meNo attempt was made by the manager to come "manage" the situationAll this company has proven is the fact that they could care less about the problem and presenting a resolutionThey just copy and paste the exact same resolution because this is the 2nd time I've been told this and Sears COMPLETELY missed the point, so allow me to clarify 1) regardless of anything, *** is no better the a pay day loan business and is completely lacking in respect to SEARS' customers, which I would think Sears would find offensive but obviously not 2) the sales associates are not equipped to properly Amar the questions about the program, regardless of them being separate, Sears associates should be able to answer questions or have the means to find the answer 3) the manager of the longview store COMPLETELY ignored me, that is not ok and is honestly disrespectful 4)this is a brand new complaint; Sears customer service is atrocious, I am wasting my time over the same thing again for the 4th time because no one wants to take the time to address any actual problem, do not treat your customers as a default problem, listen and understand, don't just say "oh, well it's your responsibility to read the fine print" this company washed their hands of me as soon as I clicked that stupid box that I was reminded of againI understand that I was obviously stupid enough to not sit there and tale the time to read all the fine printI understand that I was stupid enough to listen and discuss the intricacies of the program with the Sears associateI understand that it is my responsibility to deal with all my stupid life choicesWhat Sears fails to understand is that I knew ALL of that before I walked into the longview store to gain some understandingZero accountabilityZero concern except for repeating the same song and dance "you clicked the box, it's your responsibility now just as it was when you walked in to purchase the product." I cannot express my aggravation enough with how this has been dealt withThe only resolve that I see coming from this is that the company is continuing to decline and close storesIf you choose to offer something as repulsive as how *** is and not prepare the customer and sales associate any better than the notorious box yet push the program to make the sale, then eventually it comes back around, and by the looks of doors closing it is.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Fact is it was sold unopeoned and a used tv was in the box I will now get a lawyer to take the matter to court
Sincerely,
*** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** * *** *** *** *** We have completed the investigation of *** *** rebuttal regarding Sears
and a gas fired furnace As noted in our initial and subsequent response, when a
claim has been referred to *** they have the final determination on the
claimThey are our third-party claims administrator, empowered to accept or
deny the claim presented to themWe reiterate that claim *** is assigned
to Claims Examiner *** *** for handling*** *** can be reached at
*** *** *** during business hours or via email at ***
We have provided *** *** with a copy of *** *** latest communication for
reviewSince we have noted that this has been referred to *** we ask
that this complaint remain closedWe apologize to MsKepple and appreciate
the opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** ***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the failure
of her snow blower and the estimate she received for its repair Unfortunately, many issues that a customer may experience with a snow blower or any other piece of lawn and garden equipment are caused by the way the item is used or something the customer has neglected to do in regard to maintenance. Such issues may result regardless of whether a customer has used their item for five minutes or five years. Therefore, in all instances involving lawn and garden equipment it is our policy to have a certified Sears technician confirm the cause for failure and if it is truly due to a defect and/or no fault of the customer, then the item may be repaired, replaced, or refunded according to the terms of our return policy or the manufacturer’s warranty. In *** *** case, it was determined that the poor performance of her snow blower was the result of improper storage. The most common way that this occurs is by using leaving fuel within the unit during periods of non-use or using fuel that has been stored for long periods and/or during weather changes. While we understand that *** *** claims this was not the issue, the symptoms exhibited and the internal parts of the snow blower did not indicate a manufacturer’s defect. Regardless, we offered *** *** a discount of 25% off the carburetor cleaning and maintenance needed. She accepted our offer and returned her lawn mower to our service unit. Since we have offered a resolution appropriate to our policies and the manufacturer’s warranty for the snow blower *** *** purchased, we have closed our file regarding this matter 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: the company still has not stated how much it has refunded to met, besides saying that a "full refund" has been madeIn particular, I submit that I have received around half ($25) of the $50+ I was supposed to get refundedThat is, the company has not provided full and clear accounting on how much it intended to refund me or how much it has refunded me in factThis is a dispute as to how much was refundedSimply saying that "a full refund" has been made is not suffice
Sincerely,
*** **
January 14, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have been unable to complete the investigation of *** *** complaint regarding the
repairs for her RCA TVWe forwarded *** *** complaint to the service unit*** *** the Distric Service Manager left several message for *** *** to contact him directly at *** so we could provide her with a sooner service date than the scheduled Jan 12, Mr*** never received a call back despite leaving several messagesOur service technician arrived at the home on January 12, but no one was homeWe are more than happy to assist Ms*** if she is still in need of assistance she needs only to contact Mr*** at the above numberIn the interim, we will consider *** *** matter closed, pending her responseWe apologize to MsJohnson-krick for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 7, 2014/12/24) */
* complaint regarding her dissatisfaction with her recent online order that was sent to the incorrect address
Contact Name and Title: ***
Contact Email: ***
December 24,
***
***
***
***
***
***
We have completed the investigation of
Upon receiving *** complaint, we escalated her concerns to*** Senior Case Manager for online services who states the following:
First and foremost, I do want to apologize for the inconvenience this order has causedWe show that your order was being delivered by UPS tracking number *** ***I do understand that this was the incorrect addressHowever, between miscommunication, the address was not changed in timePer UPS tracking number *** the Super Heroes Captain America vsHydra has been shipped back to our facility
With this being said, I have issued you a refund in the amount of $back to your *** credit card account ending in***I do also see that there has already been a $adjustment issued back to your Shop Your Way Rewards card on 12/22/for customer satisfaction
The credit should be viewable by your financial institution within hoursIf you have any questions, please contact your financial institution after that period to verify receipt of the credit to your accountPlease note, your financial institution may have processing guidelines for posting credits that may impact the time it takes for the credit to be reflected in your balanceThat being said, because we have addressed*** complaint, 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
***
***
***
***
*** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Stephanie *** #Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her dryerSears Home Services
records indicate that a technician was dispatched to Ms*** home on Saturday, December 26, 2015, to diagnose a noise coming from her dryerThe technician assigned to the call noted that while at the home he identified that the heat shield over the burner was found to be rattlingThe heat shield was adjusted to stop the noiseIf Ms*** has any additional concerns regarding her dryer, she can contact JoAnn Littles at 732-256-Since we have completed the service to Ms*** dryer, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding her Sears Home Warranty Upon receipt of ***
*** complaint we reached out to *** *** who is the administrator of the Sears Home Warranty service plan*** *** has cancelled her warranty plan and fully refunded all payments received from *** *** on this planThe $will go back onto her *** card ending in *** If *** *** is still in need of assistance or has any questions regarding the home warranty plan or the refund she may contact *** *** Services directly at *** *** ***Since it is our understanding that this resolution was acceptable to *** *** 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 Specialist Sears Holdings Corporation *** *** ***
Complaint:
I am rejecting this response because: It's still not resolvedStill haven't received dishwasherHave not received $installation refundHave not received refund of interest charged to my sears credit card, purchased 11/20, still haven't received, I shouldn't have to pay Sears credit card interestAlso, I need removal of old dishwasher free of charge as a courtesy included with my delivery since there will be no installationI don't want just a drop off, I want the old one properly disconnected.
Sincerely,
Ivy ***
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** **
Dear *** ***
We have completed the investigation of *** *** complaint regarding his recent online order
It is unfortunate that we failed his expectations when he placed his order online for deliveryAfter researching the online order notes we confirmed that there was a system errorWe regret that this incident occurred, and we can assure *** ** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we confirmed that there was no charge to *** *** *** card, the original Gift Card currently has the full balance of $and we have requested a reversal of the Shop Your Way Reward points of $We apologize again for any inconvenience he may have experiencedIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
January 8, Revdex.com *** *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** * *** *** Via: Revdex.com website Dear *** *** This letter serves as an update regarding the above-referenced matterI have been in
correspondence with Mrand Mrs***SHIP’s district office confirmed the storm door was in and is ready for installationAn appointment was scheduled with the ***s for 12/30/However, once the installer arrived to install the storm door, it was discovered that the frame needed to be replaced as wellThe installer was not able to complete the storm door installation, but was able to reconnect the ***s’ alarm for themAn order has been placed for a new frame and the frame is expected to be shipped from the manufacturer on 1/18/Once we receive the frame in our warehouse we will be able to coordinate and schedule the installation with the ***sI will continue to update you further as necessaryThank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** ***, or via email at *** Sincerely, *** *** SHIP/HI Regulatory Complaint Specialist cc: *** ***
Complaint: ***
I am rejecting this response because: I had to argue with the business for days and after the first refund was issued I spoke with multiple employees via email before anypne would agree to the second refund and was told twice they would not refund it before it was finally doneI should have received replacements so the issue was never in fact resolved at allI am aware that the items are stated as delivered which was the issue and reason for contact in the first place and had this issue been handled properly I never would have been forced to purchase the items elsewhereTherefore until I am reimbursed the difference I do not consider this matter resolved
Sincerely,
*** ***
March 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the quality of the service he received at the auto
center; as well as his allegation that we caused electrical damage to his dashboard lights when our technician connected test equipment to his battery Upon receipt of *** *** complaint we reached out to *** *** Auto Center Manager for Store ***, to assist with *** *** concerns*** *** stated that Sears Auto Center will perform a One Stop audit on all vehicles that come in for serviceThe process consists of connecting the battery tester on the vehicle’s battery which is hooked to the code scannerThe battery tester does not have any power at all, it just takes a readingAccordingly, Sears denies any wrong doing in regards to the dashboard lightsOn February 26, *** *** contacted *** *** to discuss his concerns regarding the dashboard lights and the alignment of his vehicle*** *** offered to redo the alignment; *** *** accepted the offer and agreed to bring in his vehicle for the realignment*** *** noted that *** *** was persistent that the auto center caused the damage to his dashboard lightsFor customer satisfaction, they came to an agreement that *** *** would take his vehicle to the dealer for the dashboard light issue and we would cover the expenseIn the interim, since we have addressed the issues brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***