January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** Dear *** *** We have completed the investigation of Mr* ***’ complaint regarding his dissatisfaction that his wife received the wrong item and the problems
his wife encountered when she attempted to return the online orderFirstly we would like to apologize for the inconvenience and disappointment that Mrs* *** may have experienced at her local Sears storeWe want to assure Mr* *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of Mr* *** complaint, we investigated and discovered that on December 17, a store representative contacted our online department in an attempt to process the returnRegrettably, due to a system issue, we were unable to complete the process the return through the storeMr* *** was informed that he would receive a *** return label and credit would be issued once the item is receivedOur records indicate that the return order was received and on December 29, we issued Mr* *** a credit of $With that being said, since we have addressed the issue brought forth in Mr* *** complaint we have closed our fileAgain, we apologize to Mr* *** 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 *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigeratorIt 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 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 averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his service related expectationsWe hope that Mr*** 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 records indicate that on February 11, a Sears Home Services technician installed a new compressor, condenser and drier into Mr*** refrigeratorThe system was tested and was found to be operating as expectedIf Mr*** still wants to cancel the Master Protection Agreement that covers repairs to his refrigerator until July 1, 2017, he can contact our service contracts office at ***That said we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding a purchase made on *** *** *** Operations Manager
of the Sears in Bakersfield provided the following response: Since receiving Ms*** complaint on January 5, 2016, we have been unable to make contact with her using the phone number ending in *** That said, as a gesture of good customer service, we have processed a refund in the amount of $The aforementioned refund was processed back to Ms*** ***Since we have noted the actions taken to ensure Ms*** satisfaction, 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
October 26,
Ms*** ***
*** *** **
*** ** ***
Our File No: ***
Revdex.com File No: ***
Via: UPS/Signature Required
Via Email: ***
Dear Ms***
This letter serves to confirm that Sears Home Improvement Products (SHIP) is willing to
credit your Sears/Citi account in the amount of $for the gutter guards and door wrappingAs to the siding you feel needs to be replaced, as I mentioned in my email to you, we can't do this for a couple of reasonsAs the piece of wood that was placed under the house is not part of the structure of the house we cannot put siding on itAdditionally, we would not want to side anything that could block the air flow under the home
Please call or email me to let me know which of the following options you would like to pursue:
Resolution - Do you have any leftover pieces of siding? If so, please get an estimate for a handyman or siding installer to install anywhere you deem necessaryWe will review the estimate toward possibly paying for the service
Resolution - If you do not have any leftover pieces of siding, we can order some at no cost to you and again have you get an estimate for installationThis option will take a few weeks for the siding to be ordered and received by our *** office
Resolution - In lieu of siding over the piece of wood, you may want to have this paintedIf so, we will pay for the paint and reasonable labor to paint it
Please understand that this offer is being made as a gesture of customer serviceWe have completed our contractual obligation but also want to attempt to satisfy youIf I do not hear back from you within days of the date of this letter I will close my file
Thank you for your time, effort and patience during the investigation process of your complaintIf you have any questions or additional concerns, please contact me directly at *** extension *** or via email at ***@searshomepro.com
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via website
November 24, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** *** * * ***Dear *** ***We have completed the
investigation of *** *** rebuttal to our previous response. *** *** Home
Warranty contract is administered by *** ***, not Sears Home Services;
therefore, any request for a full refund will need to be directed to *** ***. *** *** can reach a
representative at *** *** to discuss the matter. Additionally, a review of the terms of her
Home Warranty show that there is no promise of when service will be provided,
only that service needs to be provided by an authorized service contractor. With that said, while we empathize with *** ***, we are in no position to circumvent the terms of her service contract. Since we have explained that any request for
a full refund will need to be directed to *** *** we ask that this
matter remain closed.Again, appreciate the
opportunity to address this matter.Sincerely,
*** ***Regulatory Complaints
Specialist
February 25,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to the response we provided regarding the problems she encountered when ordering her range online, the missing broiler pan, and the issue with the credits appliedWe have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintUpon receipt of Ms*** rebuttal, we reached out to *** *** Senior Manager for Shop Your Way Rewards Member Support, to assist with her concernsMr*** researched and confirmed that we have issued the Shop Your Way Rewards (SYWR) points as credits to Ms*** accountHowever, the points added were slightly less than previously reportedMr*** stated that on January 10, we credited *** points and then on January 11, we credited *** for a total of *** SYWR pointsThese points were not surprise points or points earned by Ms*** Prior to adding the credits, Ms*** SYWR account balance was *** points, plus the *** credited points totaled *** points; equivalent value of $As previously stated, on January 12, 2016, Ms*** used *** points ($89.58) towards another online orderWhen Ms*** contacted customer service in February that she had not received the credits, she was informed that the credits had been applied to her SYWR accountAt that time, the associate noticed that the total credit was short by *** pointsOn February 19, we added the additional *** SYWR points to Ms*** accountAs of today, we have credited Ms*** *** *** and *** points for a total of *** SYWR points; equivalent value of $While we understand that she is dissatisfied that the credits offered were applied as points to her Shop Your Way Rewards (SYWR) account, the fact remains that we did issue Ms*** a credit of $and she spent $of this credit on online order *** As for the missing broiler pan, we can certainly understand Ms*** uncertainty since she did not receive the first order that was promisedAccording to Parts Direct, the broiler pan and pan insert are considered accessories and must be purchased separatelyWe apologize that Ms*** was misinformed that the broiler pan would be shipped to her at no cost when she reported to our delivery team that it was missingAs previously stated, on February 23, we reached out to our delivery management team and had the broiler pan and broiler pan insert ordered at no cost to MsSaive; total retail value of $The order number is *** and according to *** the order shipped on February 25, With that being said, since we have addressed the issues brought forth in Ms*** complaint, we have closed our filesAgain, we apologize to Ms*** 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: that's ridiculous you sold me a warranty that warranty should be honored the service person that came out agreed the serial number was not altered it was washed off with emulate cleaning !! Ask him
Sincerely,
Melissa ***
Initial Business Response /* (1000, 5, 2014/12/14) */
Contact Name and Title: ***
Contact Email: ***
December 14,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding her dissatisfaction with the charges that she paid Sears for repairing her dryer
We would first like to note that part of our labor charge does include the trip and diagnostic fee that we inform our customers in advance is non-refundableThey are also told that this minimum fee will be incorporated into the final charges for laborThis means that of the $that*** *** paid for repair, $was for the diagnostic/trip charge; this leaves $for the actual repairFurthermore, we would like to point out that we do not charge by an hourly rate; rather, the charges for our services are based on job codes, which is a common practice in the repair industryThese job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer's home, and other incidentals
That being said, we apologize that *** repair did not restore her dryer to working order and that she was not satisfied with our servicesBecause we value*** *** patronage, as a one-time customer courtesy, we have agreed to refund her the amount paid for repair which was $We have processed this credit in the form of a bank check and it will be received within 7-business days to the address listed on this complaintBecause we have provided*** *** with a full refund for her repair, we respectfully request this matter be closed
Again, we apologize to*** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
December 10, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** * ***
*** *** ***We have completed the investigation of *** *** complaint regarding the installation of his dishwasher; as well as a problem
with the door on the refrigerator that was recently delivered.It is unfortunate that we failed *** *** expectations when he recently scheduled a dishwasher installation and the delivery of his refrigeratorWe value *** *** patronage, but can understand his frustration due to the series of events noted in his complaint We would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We contacted *** *** and apologized that the installation team was unable to anchor his dishwasher to his granite counter tops. Our records indicate that *** *** was informed that the dishwasher is consider a top mounted unit and, for liability issues, the installation contractor will not drill into granite counter tops. *** *** stated that he purchased a side mounting kit and has already anchored the dishwasher to his cabinets. As a good-will gesture, we offered *** *** a $gift card to assist with the cost of the side mounting kit, and he accepted the offer. *** *** should receive the gift card via email within business days. As for the refrigerator, we offered to scheduled service to repair the door issue and informed *** *** that if it could not be repaired, then we would process an even exchange. *** *** agreed and service is scheduled for December 19, 2015. In the interim, 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 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the installation of
her stove
Upon receiving Ms*** complaint, we researched her complaint and would like to note that on January 5, 2016, Ms*** cancelled her installation and was refunded under salescheck# ***. We apologize for any inconveniences that she may have experienced. That being said, because we have refunded Ms*** per her request, 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
***
***
April 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding a *** *** *** ** *** agreement
Each step of the *** process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. *** *** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to *** Option 3: buy it out for $XXX.” *** has confirmed that *** *** was also provided with a copy of this agreement via emailWe want to make it clear that *** is a separate entity and *** *** agreement is with themWe cannot interfere; she will need to contact *** with any further questions regarding her leaseThat said, *** let us know they were canceling nay of the remaining balance left on her lease and considering it as paid as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closed. 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 *** ***
***
May 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** rebuttal to our previous responseAs we stated in our previous response, the technician consulted with STAC, our technical assistance center and based upon the information he provided, they determined that the copper lines were blackened due to a sulfur issue. We further explained that this condition is not covered under *** *** MPA. We understand that *** *** is dissatisfied with this decision and it is her prerogative to retain an attorney; however, doing so will not change the technician’s findings or STAC’s determinationFurthermore, if *** *** retains an attorney, the Revdex.com will no longer be the correct forum for resolution, and we will be unable to provide information on an issue that is undergoing litigation. With that said, since we have noted *** *** intentions, and we have reiterated our position on the matter, we ask that this complaint be closedAgain, we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Response to *** ***, sears representative: This is in NO WAY acceptable; this is a Case involving Health issues. For *** *** to say that my health concern is negated because, she does not have the serial number is Absurd; does this mean that the Sears registration card is a fraud and a lie? Does this mean that the Chat sessions with agent *** and the others were a Lie and a Fraud; because, they had No intention of assisting my health concerns; because, they never even asked for a serial number? Does this mean the multiple customer service calls I made were a fraud and a Lie due to a Serial number? ** ***, Is also stating that the answer is “No” that the water that comes from the dispenser is not chilled; However, but it will possibly be slightly colder and at room tempBoth after a couple glasses of chilled water it will go back to room temp. Isn’t that the definition of water being chilled? This seems to just be a LIE, it cannot be both waysAccording to the Sears ,*** ** *** *** ** *** ***: Do Not Use the water where unsafe or water of unknown Quality Is used, this Refrigerator according to the serial number tag inside was made in Mexico, Where are the certificates of water used to test this product? Kenmore Never stated on-line or otherwise that this was a product of Mexico; this has been a fraudulent sale since the beginning. Sears Manuel only list USA and Canada throughout the Manuel, never mentions it is made in MexicoIf the water was tested than contaminated water is throughout the system and filter Or does sears Lie again and Not test their products; whereas, a Serial Number has No meaning what’s so ever on an untested productThe Water Certificate also states that: a Kenmore Water filter system will absorb bad tastes and odors in bother the ice cubes and the drinking waterAnd to replace the filter if if this had happened Page in the manual states to replace the water filter in 6months but ** *** doesn’t know how long it’s been inside the refrigerator in the Factory, in MexicoPage in the Sears Manuel states: ‘If your refrigerator has not been used for a period of time(during a move for example) change the filter before installing the refrigerator” IT says that coming from Mexico the Filter you need to replace the filter, *** *** says it was installed at the factory, this alone would VOID any of their warrantiesIt appears just another oversight or liePage in the Sears Manuel; trouble shooting States; when the water is not cold enough;“ As the warmer tap water goes through the filter and enters the water supply system the chilled water is pushed through the dispenser, once the chilled water is used up it will take several hours to bring the freshly replaced water to a cooler temperature.” ** *** and the Sears Chat line and Customer service personal at Sears appear to be ill trained and ill-informed or they just practice Lies and deception as part of their job to exhort money for serviceIt is more than obvious that *** *** and Sears Do Not care that this is clearly a Health Issue that should have been addressed over two months agoAs for ** *** stating that she answered and addressed my questions; this is just another LIE, The Refer has chilled water and the serial number if needed could have been found by Sears and *** *** anytime they wished or even requested it with their reply to this Health Question. Furthermore *** *** should be placed on Administrated leave by Sears for her blatant Lies and refusing to hear a Health issue let alone repair itMore of *** *** lies state that all I wanted was two questions answered; As the Revdex.com copy and hers and my states : I wanted at the Very least a new Filter and the system flushed because of the water systems ill effectsOr exchange the Refrigerator with the means to save my food which is in excess of $By either the replacement or dropping of and allowed to chill, to transfer the food; before, taking the defective unit awayAFTER Hearing ** ***’s Lies, the Void of warranty as stated on Page of the Sears Manuel and that this is a Health issue that involves the whole water system and not just a filter, I want a New Replacement with the afore mentioned food solutions
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/01/06) */
January 6,
***
***
***
***
***
We have completed the investigation of *** complaint regarding
her dissatisfaction with our customer service and failure to provide all of the items she placed in layaway
It is unfortunate that we failed *** expectations when she recently used Kmart layawayWe value *** patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, ***, Manager for Kmart Store number***, contacted *** by telephone to discuss her concerns and offer her a gift card as an apology*** accepted this offer and indicated that she would return later this week to speak with *** and accept the gift cardWe truly regret any inconvenience *** may have experienced and would like to assure her that we do not take her complaint lightlyWe respectfully ask to have this matter closed, since we have proposed an equitable resolution and *** has accepted
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
Complaint:
I am rejecting this response because:Brian is the Sears Hometown Store in Foley Alabama who I buy all my Kenmore/Craftsman products from. I see that the Revdex.com has given Sears Holding an A+ rating. I also have read the number of complaints the Revdex.com has handled for SearsSears has not made a good faith effort to resolve my Kenmore Elite Washer problemI am following the 'chain of command' to resolve my problem at this time.Respectfully,Judith Ann ***
February 5, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his cancelation of an order and his dissatisfaction
that he did not receive a refund in what he felt was a timely fashion. We would first note that our website does indicate that it is not always possible to cancel ordersWe make every effort to cancel but there is a chance that it might already be far enough in process that it cannot be stoppedAdditionally, when a consumer pays with a pin-based debit card online versus a traditional credit card, there can be further delays even once a refund has been issuedEven with credit cards it can take up to or so business days before the card issuer posts the refund back to the accountDue to the potential delay, a consumer should never make commitments with money that has already been committed to one company and not yet released back into the account because you can never be sure exactly how long it could take to postIn Mr*** case, the cancelation partially took in the system, but since it was a pin-based debit card, it did not complete the process by issuing a refundThis had to be done manually as a mailed bank checkOur records show the check was issued December 5, 2015, and we assume Mr* *** received it shortly afterward as we do not see any notes in his order indicating that he did not receive this checkAt this time, since we do show Mr* *** was refunded within about business days from the time the order was placed and then subsequently canceled, and it just took longer for him to receive it since we were unable to deposit back to his account via the method of payment so a mailed check had to be utilized, we have closed our file. We apologize to Mr* *** for the delay in answering his concernsWe have been using a new system with the Revdex.com and have had several issues that have caused us delay, but we believe these are all corrected nowWe appreciate the opportunity to address this matter and please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** ***Email* ***
Initial Business Response /* (1000, 8, 2015/03/30) */
Contact Name and Title:***
Contact Phone: ***
March 30,
***
***
***
***
***
***
We have completed the investigation of* complaint regarding her recent online order
It is unfortunate that we failed*** expectations as we value her patronageAdditionally, we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWith that said, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the online order she placed, we found that Sears Online Solutions issue a full refund of $in two separate transactionsAccording to Sears Online Solutions the refund was issued in the form of a check since the purchase was originally made with a prepaid debit card which the system is unable to issue credit back toFor*** records the first transaction number is*** for $and the second transaction is *** for $*** will receive the checks in the mail within seven to ten business days from the date that the refund was processed which was on March 26, We hope that in the future *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould *** have any questions or concerns, she may contact Online Solutions via email at ***In the interim, we have noted*** concerns and respectfully ask to have this matter closed, pending her receipt of the refund checks
We 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, 8, 2015/04/07) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** #XXXXXXXX
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding damage to a
druer ordered via www.searsoutlet.com
*** *** Sears Outlet District Sales Manager provided the following response:
I have come to an agreement with Mr*** regarding his complaint about his dryerThat said, Sears Outlet will be providing Mr*** with a $sales adjustment as a credit due to the aforementioned dryer issueTypically, a consumer can expect a credit to post to a credit card account within 3-business days of processingIf Mr*** has any additional concerns, my email and contact number are on the email correspondence with himSince we have come to a resolution to Mr***'s complaint, we ask that this complaint 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
***@searshc.com
Complaint: ***
I am rejecting this response because:They have promised for months to fix this I have gotten this promise from multiple representatives of SEARS This is why I contacted the Revdex.com There is no excuse for how long this is taking Like I said, somehow they can change my return and exchange status of the order but not that I picked it up It makes no sense why I keep getting the same run around on a glitch that would be should be easy to fix I am always told that it will be fixed and yet it still is not If this supposedly has no effect on my account, then just make the order itself disappear or fix it
Sincerely,
*** ***
November
24, 2015RevDex.com*** *** ***
North Wabash Ave., Ste 2006Chicago,
IL 60611*** *** *** ***Revdex.com
Case #: ***Via:
Revdex.com WebsiteDear
*** ***Thank
you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your
inquiry
concerning the above-referenced fileWe appreciate the opportunity to
address the customer’s concernWe are always willing to go the extra mile in
order to provide our customers with satisfactionWe strive to respond
accordingly to all requests in a fair and reasonable mannerPursuant
to *** ***’s request we returned to his home on November 9th and
adjusted the seal kit in his showerDuring this visit we confirmed that due to
the natural shape of the window the kit will not be perfectly straight*** *** is aware of this and that it is related to the construction of the home
and not our installationWe understand that delays and missed appointments can
lead to dissatisfaction and aggravationAs a gesture of customer service we
have offered *** *** a Sears gift card, which he has acceptedAt
this time, we respectfully request that you close your fileOn behalf of SHIP
please know that we value *** *** as a customer and apologize for any frustrations
or inconveniences he may have experiencedIf you have any questions or
concerns, please contact me at *** * ***, or via email at *** *** *** *** ***
*** *** *** *** *** *** ***
January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** Dear *** *** We have completed the investigation of Mr* ***’ complaint regarding his dissatisfaction that his wife received the wrong item and the problems
his wife encountered when she attempted to return the online orderFirstly we would like to apologize for the inconvenience and disappointment that Mrs* *** may have experienced at her local Sears storeWe want to assure Mr* *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of Mr* *** complaint, we investigated and discovered that on December 17, a store representative contacted our online department in an attempt to process the returnRegrettably, due to a system issue, we were unable to complete the process the return through the storeMr* *** was informed that he would receive a *** return label and credit would be issued once the item is receivedOur records indicate that the return order was received and on December 29, we issued Mr* *** a credit of $With that being said, since we have addressed the issue brought forth in Mr* *** complaint we have closed our fileAgain, we apologize to Mr* *** 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 *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigeratorIt 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 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 averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his service related expectationsWe hope that Mr*** 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 records indicate that on February 11, a Sears Home Services technician installed a new compressor, condenser and drier into Mr*** refrigeratorThe system was tested and was found to be operating as expectedIf Mr*** still wants to cancel the Master Protection Agreement that covers repairs to his refrigerator until July 1, 2017, he can contact our service contracts office at ***That said we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding a purchase made on *** *** *** Operations Manager
of the Sears in Bakersfield provided the following response: Since receiving Ms*** complaint on January 5, 2016, we have been unable to make contact with her using the phone number ending in *** That said, as a gesture of good customer service, we have processed a refund in the amount of $The aforementioned refund was processed back to Ms*** ***Since we have noted the actions taken to ensure Ms*** satisfaction, 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
October 26,
Ms*** ***
*** *** **
*** ** ***
Our File No: ***
Revdex.com File No: ***
Via: UPS/Signature Required
Via Email: ***
Dear Ms***
This letter serves to confirm that Sears Home Improvement Products (SHIP) is willing to
credit your Sears/Citi account in the amount of $for the gutter guards and door wrappingAs to the siding you feel needs to be replaced, as I mentioned in my email to you, we can't do this for a couple of reasonsAs the piece of wood that was placed under the house is not part of the structure of the house we cannot put siding on itAdditionally, we would not want to side anything that could block the air flow under the home
Please call or email me to let me know which of the following options you would like to pursue:
Resolution - Do you have any leftover pieces of siding? If so, please get an estimate for a handyman or siding installer to install anywhere you deem necessaryWe will review the estimate toward possibly paying for the service
Resolution - If you do not have any leftover pieces of siding, we can order some at no cost to you and again have you get an estimate for installationThis option will take a few weeks for the siding to be ordered and received by our *** office
Resolution - In lieu of siding over the piece of wood, you may want to have this paintedIf so, we will pay for the paint and reasonable labor to paint it
Please understand that this offer is being made as a gesture of customer serviceWe have completed our contractual obligation but also want to attempt to satisfy youIf I do not hear back from you within days of the date of this letter I will close my file
Thank you for your time, effort and patience during the investigation process of your complaintIf you have any questions or additional concerns, please contact me directly at *** extension *** or via email at ***@searshomepro.com
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via website
November 24, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** *** * * ***Dear *** ***We have completed the
investigation of *** *** rebuttal to our previous response. *** *** Home
Warranty contract is administered by *** ***, not Sears Home Services;
therefore, any request for a full refund will need to be directed to *** ***. *** *** can reach a
representative at *** *** to discuss the matter. Additionally, a review of the terms of her
Home Warranty show that there is no promise of when service will be provided,
only that service needs to be provided by an authorized service contractor. With that said, while we empathize with *** ***, we are in no position to circumvent the terms of her service contract. Since we have explained that any request for
a full refund will need to be directed to *** *** we ask that this
matter remain closed.Again, appreciate the
opportunity to address this matter.Sincerely,
*** ***Regulatory Complaints
Specialist
February 25,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to the response we provided regarding the problems she encountered when ordering her range online, the missing broiler pan, and the issue with the credits appliedWe have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintUpon receipt of Ms*** rebuttal, we reached out to *** *** Senior Manager for Shop Your Way Rewards Member Support, to assist with her concernsMr*** researched and confirmed that we have issued the Shop Your Way Rewards (SYWR) points as credits to Ms*** accountHowever, the points added were slightly less than previously reportedMr*** stated that on January 10, we credited *** points and then on January 11, we credited *** for a total of *** SYWR pointsThese points were not surprise points or points earned by Ms*** Prior to adding the credits, Ms*** SYWR account balance was *** points, plus the *** credited points totaled *** points; equivalent value of $As previously stated, on January 12, 2016, Ms*** used *** points ($89.58) towards another online orderWhen Ms*** contacted customer service in February that she had not received the credits, she was informed that the credits had been applied to her SYWR accountAt that time, the associate noticed that the total credit was short by *** pointsOn February 19, we added the additional *** SYWR points to Ms*** accountAs of today, we have credited Ms*** *** *** and *** points for a total of *** SYWR points; equivalent value of $While we understand that she is dissatisfied that the credits offered were applied as points to her Shop Your Way Rewards (SYWR) account, the fact remains that we did issue Ms*** a credit of $and she spent $of this credit on online order *** As for the missing broiler pan, we can certainly understand Ms*** uncertainty since she did not receive the first order that was promisedAccording to Parts Direct, the broiler pan and pan insert are considered accessories and must be purchased separatelyWe apologize that Ms*** was misinformed that the broiler pan would be shipped to her at no cost when she reported to our delivery team that it was missingAs previously stated, on February 23, we reached out to our delivery management team and had the broiler pan and broiler pan insert ordered at no cost to MsSaive; total retail value of $The order number is *** and according to *** the order shipped on February 25, With that being said, since we have addressed the issues brought forth in Ms*** complaint, we have closed our filesAgain, we apologize to Ms*** 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: that's ridiculous you sold me a warranty that warranty should be honored the service person that came out agreed the serial number was not altered it was washed off with emulate cleaning !! Ask him
Sincerely,
Melissa ***
Initial Business Response /* (1000, 5, 2014/12/14) */
Contact Name and Title: ***
Contact Email: ***
December 14,
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We have completed the investigation of *** complaint regarding her dissatisfaction with the charges that she paid Sears for repairing her dryer
We would first like to note that part of our labor charge does include the trip and diagnostic fee that we inform our customers in advance is non-refundableThey are also told that this minimum fee will be incorporated into the final charges for laborThis means that of the $that*** *** paid for repair, $was for the diagnostic/trip charge; this leaves $for the actual repairFurthermore, we would like to point out that we do not charge by an hourly rate; rather, the charges for our services are based on job codes, which is a common practice in the repair industryThese job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer's home, and other incidentals
That being said, we apologize that *** repair did not restore her dryer to working order and that she was not satisfied with our servicesBecause we value*** *** patronage, as a one-time customer courtesy, we have agreed to refund her the amount paid for repair which was $We have processed this credit in the form of a bank check and it will be received within 7-business days to the address listed on this complaintBecause we have provided*** *** with a full refund for her repair, we respectfully request this matter be closed
Again, we apologize to*** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
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December 10, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** * ***
*** *** ***We have completed the investigation of *** *** complaint regarding the installation of his dishwasher; as well as a problem
with the door on the refrigerator that was recently delivered.It is unfortunate that we failed *** *** expectations when he recently scheduled a dishwasher installation and the delivery of his refrigeratorWe value *** *** patronage, but can understand his frustration due to the series of events noted in his complaint We would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We contacted *** *** and apologized that the installation team was unable to anchor his dishwasher to his granite counter tops. Our records indicate that *** *** was informed that the dishwasher is consider a top mounted unit and, for liability issues, the installation contractor will not drill into granite counter tops. *** *** stated that he purchased a side mounting kit and has already anchored the dishwasher to his cabinets. As a good-will gesture, we offered *** *** a $gift card to assist with the cost of the side mounting kit, and he accepted the offer. *** *** should receive the gift card via email within business days. As for the refrigerator, we offered to scheduled service to repair the door issue and informed *** *** that if it could not be repaired, then we would process an even exchange. *** *** agreed and service is scheduled for December 19, 2015. In the interim, 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 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the installation of
her stove
Upon receiving Ms*** complaint, we researched her complaint and would like to note that on January 5, 2016, Ms*** cancelled her installation and was refunded under salescheck# ***. We apologize for any inconveniences that she may have experienced. That being said, because we have refunded Ms*** per her request, 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
***
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April 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding a *** *** *** ** *** agreement
Each step of the *** process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. *** *** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to *** Option 3: buy it out for $XXX.” *** has confirmed that *** *** was also provided with a copy of this agreement via emailWe want to make it clear that *** is a separate entity and *** *** agreement is with themWe cannot interfere; she will need to contact *** with any further questions regarding her leaseThat said, *** let us know they were canceling nay of the remaining balance left on her lease and considering it as paid as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closed. 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 *** ***
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May 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** rebuttal to our previous responseAs we stated in our previous response, the technician consulted with STAC, our technical assistance center and based upon the information he provided, they determined that the copper lines were blackened due to a sulfur issue. We further explained that this condition is not covered under *** *** MPA. We understand that *** *** is dissatisfied with this decision and it is her prerogative to retain an attorney; however, doing so will not change the technician’s findings or STAC’s determinationFurthermore, if *** *** retains an attorney, the Revdex.com will no longer be the correct forum for resolution, and we will be unable to provide information on an issue that is undergoing litigation. With that said, since we have noted *** *** intentions, and we have reiterated our position on the matter, we ask that this complaint be closedAgain, we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Response to *** ***, sears representative: This is in NO WAY acceptable; this is a Case involving Health issues. For *** *** to say that my health concern is negated because, she does not have the serial number is Absurd; does this mean that the Sears registration card is a fraud and a lie? Does this mean that the Chat sessions with agent *** and the others were a Lie and a Fraud; because, they had No intention of assisting my health concerns; because, they never even asked for a serial number? Does this mean the multiple customer service calls I made were a fraud and a Lie due to a Serial number? ** ***, Is also stating that the answer is “No” that the water that comes from the dispenser is not chilled; However, but it will possibly be slightly colder and at room tempBoth after a couple glasses of chilled water it will go back to room temp. Isn’t that the definition of water being chilled? This seems to just be a LIE, it cannot be both waysAccording to the Sears ,*** ** *** *** ** *** ***: Do Not Use the water where unsafe or water of unknown Quality Is used, this Refrigerator according to the serial number tag inside was made in Mexico, Where are the certificates of water used to test this product? Kenmore Never stated on-line or otherwise that this was a product of Mexico; this has been a fraudulent sale since the beginning. Sears Manuel only list USA and Canada throughout the Manuel, never mentions it is made in MexicoIf the water was tested than contaminated water is throughout the system and filter Or does sears Lie again and Not test their products; whereas, a Serial Number has No meaning what’s so ever on an untested productThe Water Certificate also states that: a Kenmore Water filter system will absorb bad tastes and odors in bother the ice cubes and the drinking waterAnd to replace the filter if if this had happened Page in the manual states to replace the water filter in 6months but ** *** doesn’t know how long it’s been inside the refrigerator in the Factory, in MexicoPage in the Sears Manuel states: ‘If your refrigerator has not been used for a period of time(during a move for example) change the filter before installing the refrigerator” IT says that coming from Mexico the Filter you need to replace the filter, *** *** says it was installed at the factory, this alone would VOID any of their warrantiesIt appears just another oversight or liePage in the Sears Manuel; trouble shooting States; when the water is not cold enough;“ As the warmer tap water goes through the filter and enters the water supply system the chilled water is pushed through the dispenser, once the chilled water is used up it will take several hours to bring the freshly replaced water to a cooler temperature.” ** *** and the Sears Chat line and Customer service personal at Sears appear to be ill trained and ill-informed or they just practice Lies and deception as part of their job to exhort money for serviceIt is more than obvious that *** *** and Sears Do Not care that this is clearly a Health Issue that should have been addressed over two months agoAs for ** *** stating that she answered and addressed my questions; this is just another LIE, The Refer has chilled water and the serial number if needed could have been found by Sears and *** *** anytime they wished or even requested it with their reply to this Health Question. Furthermore *** *** should be placed on Administrated leave by Sears for her blatant Lies and refusing to hear a Health issue let alone repair itMore of *** *** lies state that all I wanted was two questions answered; As the Revdex.com copy and hers and my states : I wanted at the Very least a new Filter and the system flushed because of the water systems ill effectsOr exchange the Refrigerator with the means to save my food which is in excess of $By either the replacement or dropping of and allowed to chill, to transfer the food; before, taking the defective unit awayAFTER Hearing ** ***’s Lies, the Void of warranty as stated on Page of the Sears Manuel and that this is a Health issue that involves the whole water system and not just a filter, I want a New Replacement with the afore mentioned food solutions
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/01/06) */
January 6,
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We have completed the investigation of *** complaint regarding
her dissatisfaction with our customer service and failure to provide all of the items she placed in layaway
It is unfortunate that we failed *** expectations when she recently used Kmart layawayWe value *** patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, ***, Manager for Kmart Store number***, contacted *** by telephone to discuss her concerns and offer her a gift card as an apology*** accepted this offer and indicated that she would return later this week to speak with *** and accept the gift cardWe truly regret any inconvenience *** may have experienced and would like to assure her that we do not take her complaint lightlyWe respectfully ask to have this matter closed, since we have proposed an equitable resolution and *** has accepted
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
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Complaint:
I am rejecting this response because:Brian is the Sears Hometown Store in Foley Alabama who I buy all my Kenmore/Craftsman products from. I see that the Revdex.com has given Sears Holding an A+ rating. I also have read the number of complaints the Revdex.com has handled for SearsSears has not made a good faith effort to resolve my Kenmore Elite Washer problemI am following the 'chain of command' to resolve my problem at this time.Respectfully,Judith Ann ***
February 5, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his cancelation of an order and his dissatisfaction
that he did not receive a refund in what he felt was a timely fashion. We would first note that our website does indicate that it is not always possible to cancel ordersWe make every effort to cancel but there is a chance that it might already be far enough in process that it cannot be stoppedAdditionally, when a consumer pays with a pin-based debit card online versus a traditional credit card, there can be further delays even once a refund has been issuedEven with credit cards it can take up to or so business days before the card issuer posts the refund back to the accountDue to the potential delay, a consumer should never make commitments with money that has already been committed to one company and not yet released back into the account because you can never be sure exactly how long it could take to postIn Mr*** case, the cancelation partially took in the system, but since it was a pin-based debit card, it did not complete the process by issuing a refundThis had to be done manually as a mailed bank checkOur records show the check was issued December 5, 2015, and we assume Mr* *** received it shortly afterward as we do not see any notes in his order indicating that he did not receive this checkAt this time, since we do show Mr* *** was refunded within about business days from the time the order was placed and then subsequently canceled, and it just took longer for him to receive it since we were unable to deposit back to his account via the method of payment so a mailed check had to be utilized, we have closed our file. We apologize to Mr* *** for the delay in answering his concernsWe have been using a new system with the Revdex.com and have had several issues that have caused us delay, but we believe these are all corrected nowWe appreciate the opportunity to address this matter and please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** ***Email* ***
Initial Business Response /* (1000, 8, 2015/03/30) */
* complaint regarding her recent online order
Contact Name and Title:***
Contact Phone: ***
March 30,
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We have completed the investigation of
It is unfortunate that we failed*** expectations as we value her patronageAdditionally, we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWith that said, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the online order she placed, we found that Sears Online Solutions issue a full refund of $in two separate transactionsAccording to Sears Online Solutions the refund was issued in the form of a check since the purchase was originally made with a prepaid debit card which the system is unable to issue credit back toFor*** records the first transaction number is*** for $and the second transaction is *** for $*** will receive the checks in the mail within seven to ten business days from the date that the refund was processed which was on March 26, We hope that in the future *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould *** have any questions or concerns, she may contact Online Solutions via email at ***In the interim, we have noted*** concerns and respectfully ask to have this matter closed, pending her receipt of the refund checks
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
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Initial Business Response /* (1000, 8, 2015/04/07) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** #XXXXXXXX
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding damage to a
druer ordered via www.searsoutlet.com
*** *** Sears Outlet District Sales Manager provided the following response:
I have come to an agreement with Mr*** regarding his complaint about his dryerThat said, Sears Outlet will be providing Mr*** with a $sales adjustment as a credit due to the aforementioned dryer issueTypically, a consumer can expect a credit to post to a credit card account within 3-business days of processingIf Mr*** has any additional concerns, my email and contact number are on the email correspondence with himSince we have come to a resolution to Mr***'s complaint, we ask that this complaint 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
***@searshc.com
Complaint: ***
I am rejecting this response because:They have promised for months to fix this I have gotten this promise from multiple representatives of SEARS This is why I contacted the Revdex.com There is no excuse for how long this is taking Like I said, somehow they can change my return and exchange status of the order but not that I picked it up It makes no sense why I keep getting the same run around on a glitch that would be should be easy to fix I am always told that it will be fixed and yet it still is not If this supposedly has no effect on my account, then just make the order itself disappear or fix it
Sincerely,
*** ***
November
24, 2015RevDex.com*** *** ***
North Wabash Ave., Ste 2006Chicago,
IL 60611*** *** *** ***Revdex.com
Case #: ***Via:
Revdex.com WebsiteDear
*** ***Thank
you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your
inquiry
concerning the above-referenced fileWe appreciate the opportunity to
address the customer’s concernWe are always willing to go the extra mile in
order to provide our customers with satisfactionWe strive to respond
accordingly to all requests in a fair and reasonable mannerPursuant
to *** ***’s request we returned to his home on November 9th and
adjusted the seal kit in his showerDuring this visit we confirmed that due to
the natural shape of the window the kit will not be perfectly straight*** *** is aware of this and that it is related to the construction of the home
and not our installationWe understand that delays and missed appointments can
lead to dissatisfaction and aggravationAs a gesture of customer service we
have offered *** *** a Sears gift card, which he has acceptedAt
this time, we respectfully request that you close your fileOn behalf of SHIP
please know that we value *** *** as a customer and apologize for any frustrations
or inconveniences he may have experiencedIf you have any questions or
concerns, please contact me at *** * ***, or via email at *** *** *** *** ***
*** *** *** *** *** *** ***