Complaint: ***
I am rejecting this response because:I do not agree with there statement that they place bold print that you are not buying from SearsSears charged my CC and Sears refunded my money after they discovered their errorWhen I called they offered me a $ gift card for there mistakeWhile I do understand that there really is nothing more I can do I want to go on record as to not being satisfied with their handing of the issuesIn the fine print it state sold by and now the same blower is back on the site for over $like I stated in the first place BAIT and SWITCH
Sincerely,
*** ***
March 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** * *** ***
*** *** *** We have completed the investigation of *** ***’ complaint regarding her contention that she was overcharged for
services and her request to receive a refund. We reviewed our records and only found that we charged *** ***’ *** account ending in ***, onceThat charge was for $and that amount was accurate for the service we providedThe labor fee incorporates all of the cost for services that is not included in the cost for actual partsWe do not say that our minimum trip/diagnostic fee will be deducted from any charges; simply that if the estimate is declined then that fee will be owed and if the estimate is accepted then the only charges due are for the estimate*** *** accepted our estimate, so the charges are what she is responsible to payThe cost for the part we provided was $*** and that price is the price we charge any consumer that purchases the part from our technician for an “in-home” repairWe also sell parts online and in some stores through other businesses we operate, but we do not match prices for parts and services and we do not advertise that we do soIf *** *** still feels that we charged her card a second $*** and this amount actually posted as opposed to being on hold and falling off at a later date, then she is welcome to contact me directly and provide the first digits of that digit Visa account number and we would be happy to investigate further with our data control centerIn the interim, since we have confirmed the amount collected after the repair was the amount owed and agreed to when our estimate was accepted, we have closed our file 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
May 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
Dear MsVirghes:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that she was denied an
exchange on her recently purchased pair of shoes
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is listed on Kmart.com for review and it states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the exceptions noted below…”
According to our records, Ms*** contacted our Customer Solutions team on May 21, regarding the store exchange issueThe notes indicate that Customer Solutions was willing to assist Ms***; however, she could not provide a receipt for proof of purchaseRegrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAs this is in accordance with our posted polices, we ask to have this matter closed
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
*** *** ***
Complaint: ***
I am rejecting this response because:Contrary to Sears' response, It was not a two step process Both units were picked up by the same Sears installers on February My credit card received the single refund on March As of this evening no additional refund has been added I will consider the matter closed only when all refunds have been posted to my credit card At that point I will consider it closed but Sear's performance even then does not rate the A+ rating given by BBS
Sincerely,
*** ***
November 5, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order.We would first like to apologize for the
inconvenience
*** *** experienced with the order he placed with Third Party Merchant,
*** *** *** ** *** *** *** *** *** Phoenix ** *** Sears Online made several attempts to reach the merchant by telephone ***
and email *** with no responseTherefore, the Sears Online Manager made the decision to have
the refund processed on November 3, Accordingly, a refund of $was
processed and issued back to *** *** *** account ending in ***For *** *** records the refund sales receipt number is *** *** ***
credit should post to his account within to business daysIn the interim,
we have noted *** *** concerns and respectfully ask to have this matter
closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** ***
Complaint: ***
I am rejecting this response because:There was no way for me to get the items I ordered and installed for the price I was givenThe manager would not honor the price they charged and I was told in order to get what I ordered it would cost about $
Sincerely,
*** ***
April 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the multiple repairs of his laundry center
We
have received *** *** complaint and apologize that he was promised a replacement laundry center only to have the offer reneged. Our offices have processed the exchange laundry center under salescheck# *** with a delivery date of April 8, 2016. That being said, because we have provided *** *** with his requested resolution, we respectfully request this complaint be 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 Complaints Specialist
***
***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Garage Solutions*** ***, Sears Garage Solutions, Quality
Control Manager provided the following response: *** *** was scheduled for Saturday, May 7, 2016, and the call was rescheduled for the 19th If *** *** has any additional concerns, she can contact my office at *** or via email at *** Since we have noted that *** *** appointment has been rescheduled, we ask that this complaint be closed pending further contactWe 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 ***
March 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding his dissatisfaction with the multiple repair attempts on his refrigerator
We have received *** *** rebuttal and apologize for any confusion. Should *** *** next repair not fix his issue, he will contact myself, *** *** at *** or *** and I will replace his refrigerator. The replacement would not be done through our protection agreements office but rather our Better Business officeThat being said, because we have provided *** *** with contact information per his request, we have closed his file
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because: I agree with the response that this is a system issueBut, I don't agree that nothing can be done "when the registers don't syncKmart/Sears has a ethical and legal duty to fully enforce their written chech cashing policyThe registers and equipment is clearly old and outdatedThe logical requested solution is to provide at least functional register for the store!!! All necessary steps must be taken immediatelyI am being put under unnecessary duress worrying whether I will be publically embarrassed at the store on the line after my check is not cashedThis problem doesn't happen at any NYC banks or check cashing establishments, only KmartFurthermore, the response fails to address compensation for future damages if this situation should occur againAll the enclosed issues,worries,and concerns must be directly addressed on response
Sincerely, *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** Dear *** *** We have completed the investigation of Ms*** rebuttal regarding a refund from SearsAll credits due have been processed back to Ms*** *** card ending in *** As we have informed Ms*** in the past, typically a consumer can expect to see a refund to a credit card post to the account within 3-business daysPer the sales check, Sears has released all of the funds due to Ms*** financial institutionHer financial institution is responsible for processing this refund to her accountMs*** may contact her financial institution for funds availabilityThe breakdown and sales check numbers for the aforementioned charges and credits is as follows: 12/01/sales check *** *** 12/06/sales check *** *** 12/14/sales check *** *** 12/20/sales check *** *** 12/20/sales check *** *** 12/29/sales check *** *** 01/04/sales check *** *** 01/04/sales check *** *** Since we have released the funds due to Ms*** refunding in full for her returned purchase, we respectfully request 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 ***
November 5,
2015*** ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** ** *** Dear *** ***We have
completed our investigation of *** *** complaint regarding the availability
of service for a needed repair of his
water heater. In regard to the delay *** *** experienced
receiving service, unfortunately, we do have times where the demand for service
outweighs the technicians on hand and we are aware of how frustrating this can
be for our customersThis is especially true in more remote areas such as
where *** *** livesThat said, we do try to expedite service if at all
possible in situations where a consumer’s water supply may be affected, but it
is not always possibleWe want to assure *** *** that his concerns have been
heard and they will be forwarded to the appropriate parties According to our
records, *** *** spoke with our customer service agents on at least two occasions
regarding this issue and they offered to provide him with a $gift card as
well as purchase an additional months of coverage on his behalf for the water
heater as a courtesy*** *** accepted both offersOur service database
reflects that the installation of the parts needed to resolve this issue is scheduled
for Monday, November 9, We will be sure to make sure that this service is
monitored to ensure that it goes as plannedIn the future, we would like to
suggest that *** *** drain and flush his tank at least once every
months like the manufacturer recommends since it seems that at least part of his
issue could have been prevented had this been doneIn light of the aforementioned
information, we respectfully ask that this matter be considered closed We apologize to *** ***
and appreciate the opportunity to address this matterPlease feel free to
contact me if you have any further questions or concerns.Sincerely,*** *** *** *** *** *** *** ***
Complaint: ***
I am rejecting this response because: Yes I had to cancel the agreement because IT MADE NO SENSE IN KEEPING IT SINCE SEARS DENIED COVERAGE DUE TO NOT WANTING TO REPLACE THE COOK TOPPLEASE DO YOUR RESEARCH TO WHY AND NOT JUST FOCUS ON THE CANCELLATION SINCE YOU FAILED TO COVER THE COOK TOP DUE TO NO LONGER ITEM AVAILABLETHE TECHNICIAN CLEARLY STATED TO THE SUPERVISOR VIA PHONE CALLI HAVE MULTIPLE PICTURES OF THE CRACK AND COOK TOP IS NOT MISSING ANY GLASS ON IT LIKE SUPERVISOR STATED OVER THE PHONEBOTH TECHNICIAN TOLD SUPERVISOR ON BOTH OCCASION THAT THE COOK TOP PICTURES DID NOT GAVE A TRUE PICTURE OF ITBUT I TOOK A COUPLE OF UP CLOSE PICTURES THAT SUPERVISORY REFUSE FOR ME TO SEND TO HIMIN ADDITION THE COOK TOP HAD STAINS UNDER GLASS AND ALSO REFUSE TO REPLACE BUT ALL BECAUSE THE COOK TOP WAS NO LONGER AVAILABLE
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: sending me a $gift card for the time I wasted on this is a jokeAlso the company still refuses to accept responsibility for its representative and continues to act as if he did nothing wrongSears has lost me as a customer
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: They are disregarding the fact that this refrigerator went out the first time prior to the one year warranty ending and is continuing to have the same problem over and over This last time was past the one year warranty but the first time it went out, when I ask for a replacement, they refused to replace it thenThat isn't abiding by what it stated in the warranty on their website Their warranty said I could have it replaced if I ask and they refused and this was prior to the warranty lapsingAlso, this should still be under the same warranty due to the problem reoccurringThis isn't a new problem it is the same thing happening over and overThis past time I was out of a refrigerator for close to months before it was fixed It is still making the same noise that it did prior to going out all of the previous times, also This was stated when I was called to see if it was now cooling again.
Sincerely,
*** ***
Complaint:
I am rejecting this response because: I never put a deposit on any tires, and didn't sign for the tires that was put on my VanMr*** is a liar he and his colleague know that what occurred was totally against SearsI had my husband on speaker when we both spoke with the desk attendee that was serving me at that time and my husband asked him the price of the tires he quoted the price not once but twice and informed my husband that the cost would be exactSo as far as I'm concern this case is not closed and will not be until there is a satisfied resolution that I will be please with.
Sincerely,
Regina ***
Complaint: ***
I am rejecting this response because:The issue has not been resolvedWorked for loads yesterday then the same thing happened again....runs but no heatAnother technician and the supervisor are coming out on January 29th now to hopefully resolve this issueNow I'm being told by *** (the representative for Sears) that was helping me that they can't come out every time I run laundry and it breaks and that my dryer is years old and they just don't make them like they used to make them so I probably just need a new dryerA dryer that is years old should not have the same issue and be fixableSomething is causing the same part, thermostat, to go out times in a rowI want to know what is causing that problem to occur over and over and have it fixedI don't need told by *** who is not a technician, and over the phone that I should just get a new dryerIs she giving me the money for a new one! She also told my husband she could have someone else come out or we could just close the door on this problem and get a new oneI don't think any of these comments were too professional.....I'm the consumer I paid for a repair that hasn't been doneYes a part is out but why does it keep going out....just common sense that something else is wrongI'm hoping the next visit is the last and this is finally resolved!
Sincerely,
*** ***
November 30, 2015Nita ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Charles J*** # 10887445Dear Ms***:We have completed the investigation of Mr***’s complaint regarding the repair of his treadmillIt is unfortunate that we failed Mr
***’s expectations when he called Sears for service on his treadmill We value Mr***’s patronage, and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be averted. Our service records indicate that the repairs were completed on November 20, and is now working as designed. That being said, because we have repaired Mr***’s treadmill, 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,Erica ***Regulatory Complaints Specialist***Erica.***@searshc.com
April 20,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** ***
complaint regarding the problems he encountered with the delivery of his refrigerator and his allegation that the delivery damaged his floor during the deliveriesUpon receipt of *** *** complaint we reached out to Delivery Recovery Specialist *** *** to assist with his complaint*** *** contacted *** *** and they discussed his concernsShe requested that he forward the pictures of the damage*** *** explained that once she received the photos, she would contact the delivery carrier and request for the damage claim to be reviewed againOn April 20, *** *** conferenced *** *** with our delivery carrier and the damage claim was re-opened and a settlement of $was accepted by both partiesThe $check will be voided and a new check for $will be processed and delivered to the *** *** As for the damaged refrigerator, *** *** offered to process an even exchange and *** *** accepted the offerHowever, *** *** stated that, due to personal issues, she would contact *** *** once she was available for deliveryIn the interim, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf *** ** *** *** issue is not resolved to their satisfaction, they can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this timeAgain, 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:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I do not agree with there statement that they place bold print that you are not buying from SearsSears charged my CC and Sears refunded my money after they discovered their errorWhen I called they offered me a $ gift card for there mistakeWhile I do understand that there really is nothing more I can do I want to go on record as to not being satisfied with their handing of the issuesIn the fine print it state sold by and now the same blower is back on the site for over $like I stated in the first place BAIT and SWITCH
Sincerely,
*** ***
March 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** * *** ***
*** *** *** We have completed the investigation of *** ***’ complaint regarding her contention that she was overcharged for
services and her request to receive a refund. We reviewed our records and only found that we charged *** ***’ *** account ending in ***, onceThat charge was for $and that amount was accurate for the service we providedThe labor fee incorporates all of the cost for services that is not included in the cost for actual partsWe do not say that our minimum trip/diagnostic fee will be deducted from any charges; simply that if the estimate is declined then that fee will be owed and if the estimate is accepted then the only charges due are for the estimate*** *** accepted our estimate, so the charges are what she is responsible to payThe cost for the part we provided was $*** and that price is the price we charge any consumer that purchases the part from our technician for an “in-home” repairWe also sell parts online and in some stores through other businesses we operate, but we do not match prices for parts and services and we do not advertise that we do soIf *** *** still feels that we charged her card a second $*** and this amount actually posted as opposed to being on hold and falling off at a later date, then she is welcome to contact me directly and provide the first digits of that digit Visa account number and we would be happy to investigate further with our data control centerIn the interim, since we have confirmed the amount collected after the repair was the amount owed and agreed to when our estimate was accepted, we have closed our file 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
May 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
Dear MsVirghes:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that she was denied an
exchange on her recently purchased pair of shoes
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is listed on Kmart.com for review and it states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the exceptions noted below…”
According to our records, Ms*** contacted our Customer Solutions team on May 21, regarding the store exchange issueThe notes indicate that Customer Solutions was willing to assist Ms***; however, she could not provide a receipt for proof of purchaseRegrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAs this is in accordance with our posted polices, we ask to have this matter closed
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
*** *** ***
Complaint: ***
I am rejecting this response because:Contrary to Sears' response, It was not a two step process Both units were picked up by the same Sears installers on February My credit card received the single refund on March As of this evening no additional refund has been added I will consider the matter closed only when all refunds have been posted to my credit card At that point I will consider it closed but Sear's performance even then does not rate the A+ rating given by BBS
Sincerely,
*** ***
November 5, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order.We would first like to apologize for the
inconvenience
*** *** experienced with the order he placed with Third Party Merchant,
*** *** *** ** *** *** *** *** *** Phoenix ** *** Sears Online made several attempts to reach the merchant by telephone ***
and email *** with no responseTherefore, the Sears Online Manager made the decision to have
the refund processed on November 3, Accordingly, a refund of $was
processed and issued back to *** *** *** account ending in ***For *** *** records the refund sales receipt number is *** *** ***
credit should post to his account within to business daysIn the interim,
we have noted *** *** concerns and respectfully ask to have this matter
closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** ***
Complaint: ***
I am rejecting this response because:There was no way for me to get the items I ordered and installed for the price I was givenThe manager would not honor the price they charged and I was told in order to get what I ordered it would cost about $
Sincerely,
*** ***
April 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the multiple repairs of his laundry center
We
have received *** *** complaint and apologize that he was promised a replacement laundry center only to have the offer reneged. Our offices have processed the exchange laundry center under salescheck# *** with a delivery date of April 8, 2016. That being said, because we have provided *** *** with his requested resolution, we respectfully request this complaint be 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 Complaints Specialist
***
***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Garage Solutions*** ***, Sears Garage Solutions, Quality
Control Manager provided the following response: *** *** was scheduled for Saturday, May 7, 2016, and the call was rescheduled for the 19th If *** *** has any additional concerns, she can contact my office at *** or via email at *** Since we have noted that *** *** appointment has been rescheduled, we ask that this complaint be closed pending further contactWe 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 ***
March 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding his dissatisfaction with the multiple repair attempts on his refrigerator
We have received *** *** rebuttal and apologize for any confusion. Should *** *** next repair not fix his issue, he will contact myself, *** *** at *** or *** and I will replace his refrigerator. The replacement would not be done through our protection agreements office but rather our Better Business officeThat being said, because we have provided *** *** with contact information per his request, we have closed his file
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because: I agree with the response that this is a system issueBut, I don't agree that nothing can be done "when the registers don't syncKmart/Sears has a ethical and legal duty to fully enforce their written chech cashing policyThe registers and equipment is clearly old and outdatedThe logical requested solution is to provide at least functional register for the store!!! All necessary steps must be taken immediatelyI am being put under unnecessary duress worrying whether I will be publically embarrassed at the store on the line after my check is not cashedThis problem doesn't happen at any NYC banks or check cashing establishments, only KmartFurthermore, the response fails to address compensation for future damages if this situation should occur againAll the enclosed issues,worries,and concerns must be directly addressed on response
Sincerely, *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** Dear *** *** We have completed the investigation of Ms*** rebuttal regarding a refund from SearsAll credits due have been processed back to Ms*** *** card ending in *** As we have informed Ms*** in the past, typically a consumer can expect to see a refund to a credit card post to the account within 3-business daysPer the sales check, Sears has released all of the funds due to Ms*** financial institutionHer financial institution is responsible for processing this refund to her accountMs*** may contact her financial institution for funds availabilityThe breakdown and sales check numbers for the aforementioned charges and credits is as follows: 12/01/sales check *** *** 12/06/sales check *** *** 12/14/sales check *** *** 12/20/sales check *** *** 12/20/sales check *** *** 12/29/sales check *** *** 01/04/sales check *** *** 01/04/sales check *** *** Since we have released the funds due to Ms*** refunding in full for her returned purchase, we respectfully request 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 ***
November 5,
2015*** ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** ** *** Dear *** ***We have
completed our investigation of *** *** complaint regarding the availability
of service for a needed repair of his
water heater. In regard to the delay *** *** experienced
receiving service, unfortunately, we do have times where the demand for service
outweighs the technicians on hand and we are aware of how frustrating this can
be for our customersThis is especially true in more remote areas such as
where *** *** livesThat said, we do try to expedite service if at all
possible in situations where a consumer’s water supply may be affected, but it
is not always possibleWe want to assure *** *** that his concerns have been
heard and they will be forwarded to the appropriate parties According to our
records, *** *** spoke with our customer service agents on at least two occasions
regarding this issue and they offered to provide him with a $gift card as
well as purchase an additional months of coverage on his behalf for the water
heater as a courtesy*** *** accepted both offersOur service database
reflects that the installation of the parts needed to resolve this issue is scheduled
for Monday, November 9, We will be sure to make sure that this service is
monitored to ensure that it goes as plannedIn the future, we would like to
suggest that *** *** drain and flush his tank at least once every
months like the manufacturer recommends since it seems that at least part of his
issue could have been prevented had this been doneIn light of the aforementioned
information, we respectfully ask that this matter be considered closed We apologize to *** ***
and appreciate the opportunity to address this matterPlease feel free to
contact me if you have any further questions or concerns.Sincerely,*** *** *** *** *** *** *** ***
Complaint: ***
I am rejecting this response because: Yes I had to cancel the agreement because IT MADE NO SENSE IN KEEPING IT SINCE SEARS DENIED COVERAGE DUE TO NOT WANTING TO REPLACE THE COOK TOPPLEASE DO YOUR RESEARCH TO WHY AND NOT JUST FOCUS ON THE CANCELLATION SINCE YOU FAILED TO COVER THE COOK TOP DUE TO NO LONGER ITEM AVAILABLETHE TECHNICIAN CLEARLY STATED TO THE SUPERVISOR VIA PHONE CALLI HAVE MULTIPLE PICTURES OF THE CRACK AND COOK TOP IS NOT MISSING ANY GLASS ON IT LIKE SUPERVISOR STATED OVER THE PHONEBOTH TECHNICIAN TOLD SUPERVISOR ON BOTH OCCASION THAT THE COOK TOP PICTURES DID NOT GAVE A TRUE PICTURE OF ITBUT I TOOK A COUPLE OF UP CLOSE PICTURES THAT SUPERVISORY REFUSE FOR ME TO SEND TO HIMIN ADDITION THE COOK TOP HAD STAINS UNDER GLASS AND ALSO REFUSE TO REPLACE BUT ALL BECAUSE THE COOK TOP WAS NO LONGER AVAILABLE
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: sending me a $gift card for the time I wasted on this is a jokeAlso the company still refuses to accept responsibility for its representative and continues to act as if he did nothing wrongSears has lost me as a customer
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: They are disregarding the fact that this refrigerator went out the first time prior to the one year warranty ending and is continuing to have the same problem over and over This last time was past the one year warranty but the first time it went out, when I ask for a replacement, they refused to replace it thenThat isn't abiding by what it stated in the warranty on their website Their warranty said I could have it replaced if I ask and they refused and this was prior to the warranty lapsingAlso, this should still be under the same warranty due to the problem reoccurringThis isn't a new problem it is the same thing happening over and overThis past time I was out of a refrigerator for close to months before it was fixed It is still making the same noise that it did prior to going out all of the previous times, also This was stated when I was called to see if it was now cooling again.
Sincerely,
*** ***
Complaint:
I am rejecting this response because: I never put a deposit on any tires, and didn't sign for the tires that was put on my VanMr*** is a liar he and his colleague know that what occurred was totally against SearsI had my husband on speaker when we both spoke with the desk attendee that was serving me at that time and my husband asked him the price of the tires he quoted the price not once but twice and informed my husband that the cost would be exactSo as far as I'm concern this case is not closed and will not be until there is a satisfied resolution that I will be please with.
Sincerely,
Regina ***
Complaint: ***
I am rejecting this response because:The issue has not been resolvedWorked for loads yesterday then the same thing happened again....runs but no heatAnother technician and the supervisor are coming out on January 29th now to hopefully resolve this issueNow I'm being told by *** (the representative for Sears) that was helping me that they can't come out every time I run laundry and it breaks and that my dryer is years old and they just don't make them like they used to make them so I probably just need a new dryerA dryer that is years old should not have the same issue and be fixableSomething is causing the same part, thermostat, to go out times in a rowI want to know what is causing that problem to occur over and over and have it fixedI don't need told by *** who is not a technician, and over the phone that I should just get a new dryerIs she giving me the money for a new one! She also told my husband she could have someone else come out or we could just close the door on this problem and get a new oneI don't think any of these comments were too professional.....I'm the consumer I paid for a repair that hasn't been doneYes a part is out but why does it keep going out....just common sense that something else is wrongI'm hoping the next visit is the last and this is finally resolved!
Sincerely,
*** ***
November 30, 2015Nita ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Charles J*** # 10887445Dear Ms***:We have completed the investigation of Mr***’s complaint regarding the repair of his treadmillIt is unfortunate that we failed Mr
***’s expectations when he called Sears for service on his treadmill We value Mr***’s patronage, and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be averted. Our service records indicate that the repairs were completed on November 20, and is now working as designed. That being said, because we have repaired Mr***’s treadmill, 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,Erica ***Regulatory Complaints Specialist***Erica.***@searshc.com
April 20,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** ***
complaint regarding the problems he encountered with the delivery of his refrigerator and his allegation that the delivery damaged his floor during the deliveriesUpon receipt of *** *** complaint we reached out to Delivery Recovery Specialist *** *** to assist with his complaint*** *** contacted *** *** and they discussed his concernsShe requested that he forward the pictures of the damage*** *** explained that once she received the photos, she would contact the delivery carrier and request for the damage claim to be reviewed againOn April 20, *** *** conferenced *** *** with our delivery carrier and the damage claim was re-opened and a settlement of $was accepted by both partiesThe $check will be voided and a new check for $will be processed and delivered to the *** *** As for the damaged refrigerator, *** *** offered to process an even exchange and *** *** accepted the offerHowever, *** *** stated that, due to personal issues, she would contact *** *** once she was available for deliveryIn the interim, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf *** ** *** *** issue is not resolved to their satisfaction, they can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this timeAgain, 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 *** *** ***