April 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding non-receipt of the gift card refund
for his returned sears.com order It is unfortunate that we failed *** *** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have sent an email directly to *** *** to inform him that we have issued a new refund gift card of $on April 14, 2016. *** *** may expect to receive his gift card within business days and is welcome to reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted *** *** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Initial Business Response /* (1000, 10, 2015/04/09) */
April 9,
***
***
***
***
***
***
***
***
Thank you for
contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileThis letter serves as a follow up to my conversation with *** on 04/08/On behalf of SHIP please know that we value her as a customer and apologize for any frustrations or inconveniences she may have experienced
SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerThe project coordinator also contacted *** on 04/08/and scheduled the repairs with her for 04/14/between 10:AM and 12:PMWe again apologize for the delay
We sympathize with any inconvenience and understand *** frustrations and will do all that we can to ensure she is satisfied with the serviceThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at *** ext*** or via email at ***
Sincerely,
***
***
***
Complaint: ***
I am rejecting this response because:
I have explained to this company that all technicians have documented it's I capability to wash clothesI simply asked to exchange the product for a different oneWhy should a customer be forced to keep a product that does not work? The clothes are simply dirty after coming out, in order for them to sell the products in good faith it is best if they reanyze their policy I spent over a 1000$ dollars on this washer and dryer and they are trying to force me to eat the cost when the product is still new,
Sincerely,
*** ***
Complaint:
I am rejecting this response because:
Sincerely,
Male ***, as you can see, they acknowledged receiving the gift card with $However, they are saying that they tore it up which I believe it is nothing but a liesend me my $gift card for send me the product
*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611 Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a dishwasher purchased from the *** Sears Outlet***
*** manager of the *** Sears Outlet provided the following response:Since receiving Ms*** complaint regarding her dishwasher, I have been in contact with her via emailThat said, Ms*** will be in to the store to select a replacement dishwasher when she has availability to come into the storeMs*** has our word that Sears Outlet will exchange the dishwasher once she identifies a replacement unitIf Ms*** has any additional concerns, she can reach me at *** or via email at ***At this time, since we have noted our intent to replace the dishwasher once a comparable unit has been identified, 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 concerns.Sincerely,*** ***Regulatory Claims SpecialistSears Holdings Corporation***
March 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the multiple delivery and installation attempts
of her microwave and rangeIt is unfortunate that we failed *** *** expectations when she recently scheduled delivery and installation of a microwave and rangeWe value *** *** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherOn March 9, *** *** confirmed that the fourth delivery attempt on the range was successful; however, the fourth microwave that was installed still had some minor dents on the side*** *** requested that we contact *** *** to resolve the issueOn March 11, we contacted *** *** and we discussed the continued issue with the microwave*** *** stated that he had been in contact with *** *** Assistant Store Manager at Store *** and had been offered a full refund on the microwave due to multiple issues and he would keep the microwave as isOn March 14, *** *** confirmed that he had issued *** *** a credit of $for the microwave and $for the rangeThe credits should post to *** ***’ account within 3-business daysWith that being said, since we have addressed the concerns in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 28, *** *** 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 it seems that *** *** was also provided with a copy of this agreement via emailWe want to make it clear that *** *** had days within which to return his item if dissatisfied*** is a separate entity and *** *** agreement is with themWe cannot interfere; he will need to contact *** with any further questions regarding his leaseIn 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
November
11, 2015RevDex.comAttn: *** ***
North Wabash Ave., Ste2006Chicago,
IL 60611Our
File No: ***Revdex.com
File No: ***Via:
Revdex.com Website Dear
Ms***This
letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has
been in contact
with *** *** On October
29th and November 5th, I spoke to Mrs* *** regarding
the difficulties she has had with her windowsMr* *** sent two videos to me
to demonstrate the concerns he has with his windowsBy her own admission, Mrs.,
*** admitted that the windows have not had any maintenance, including
re-caulking, over the past yearsSHIP must visit the home to properly
evaluate the cause of these issuesAs
a gesture of customer service we have offered to reduce the service fee by 50%
If M/M *** would like to have a service technician come to their home they
may reach me at any time and I will notify our service departmentIf I do not
hear back from M/M *** within days of the date of this letter I will
assume that they have declined this offer and I will close my file Thank
you for your time, effort
and patience during the investigation processIf you have any questions or
concerns, please contact me directly at *** extension ***, or via
email at ***Sincerely,*** ***SHIP/HI
Regulatory Complaint Specialist cc:
*** *** via 1st class postage
Complaint: ***
I am rejecting this response because: My labor charge included a diagnostic fee of $bringing me to a total of $which was on my receipt The minutes the technician spent on the snowblower could not possibly warrant a $labor chargeI maintain that they just add a $diagnostic fee to the labor as was reflected on the receiptThis is how they fool the customer into believing a small repair could cost $to $when in reality every repair will be pushed to $250-$after they add back the $as a diagnostic labor chargeIn my case this was approximately half the price of a new snowblowerIf they are more honest upfront about the likely cost of a repair customers would not become angryAnd how can they expect customers not to get angry when charged $labor for minutes of workI had already followed their online video to clean a carburetor which is much more difficult then changing oneSo $for this simple task is ridiculous and the $they charged for a carburetor that sells for $is also ridiculous
Sincerely,
*** ***
Complaint:
I am rejecting this response because:
Sincerely,
Richard *** Hello, From the letter that I just read, it was stated that I have been provided with hundreds of dollars of "adjustments". This is not true. If this was true, I have never seen the "adjustments" for any of the mentioned concernsPlease provide detailed data of any said compensation or adjustments that were in my favor as previously stated.Over the course of the past month or so, any attempt to resolute the majority of my concerns have resulted in representatives hanging up on me, or running me around in circles. This has caused extreme frustration, and countless hours wasted trying to resolute most issues without success. Yes, I was eventually able to utilize coupon codes on my account, but that issues was not addressed until x10+ times the time I was promised the issue would be resolved in. I am just asking to be compensated for the time I have had to waste by being stuck in a loop with representatives frequently hanging up on me. Whenever I would get hung up on/disconnected I would have to try and contact a representative again, which always ended up being someone new, and then I would have to waste hours again explaining my issues once again only to get hung up on and resulting in a never ending loop that only resulted in wasting my time
November 11, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** *** ***We have completed the investigation of *** *** complaint regarding her recent visit to one of our auto centers.Upon receiving ***
*** complaint, we escalated her concerns to *** ***, Auto Center Manager for Unit* *** who states the following:*** *** had her vehicle towed to our garage with an antifreeze leakShe informed us that a friend of hers had installed a thermostat in her Nissan Maxima, after which, her friend found that the water pump was leaking*** *** called and asked us to install a new waterpump, the part she provided, in her car for herWe told her we would do so, but that there was no guarantee that the engine didn’t have internal damage because the car had over heatedAfter further examination we found that not only did the waterpump have an external antifreeze leak, we also found that it had leaked antifreeze internally and that it had mixed with the engine oilI then called *** *** to let her know about the antifreeze mixing with the oil, I informed her that we needed to change the oil, which we did twice, after the new waterpump was installedAt that time I reiterated the fact that the engine may have sustained head gasket damage due to the over heat, and also let her know that other engine damage may have occurred because the antifreeze did not allow the oil to lubricate the inside of the engine properlyI also let *** *** know that we would not know the health of the engine until after the waterpump was replaced, she, knowing the fact that the engine may have been damaged, told us to install the waterpump anywayAfter the job was completed, I took the vehicle for an extended test drive and all appeared fine with the engine, no leaks, and running at operating temperature. Apparently, the next day, *** *** came in and the oil light was on (indicating low oil pressure). My technician checked the oil level and it was full and clean so he informed her that the vehicle may have a bad sensor, or it had lost oil pressure*** *** took the car, she called me the next day and told me about the oil light, then she told me the engine was making loud internal engine noises, I told her that it sounds like the oil pump most likely failed due to all the antifreeze that was in the oilIf this is the case, the problem had occurred well before the vehicle was towed to our shop and had nothing to do with the actual installation of her part. That being said, because we have addressed *** *** complaint, 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,*** *** *** ***
*** ***
***
I am rejecting this response because:
Sincerely,
*** ** Hello,This still doesn't answer my question about why it took so long to get the product to me and none of your customer rep knew where it was nor could tell where it wasThe original delivered dated was decthen it was janthen it got moved janso what happen?
March 3,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his recent visit to one of our auto
centers
Upon receiving *** *** complaint, we escalated his concerns to *** *** Auto Center Manager of store# ***. Mr*** called Mr*** and discussed his complaint. It was agreed that Mr*** would come back to the auto center and receive a free oil change to rectify the issue. That being said, because we have addressed *** *** complaint, 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
***
***
Complaint: ***
I am rejecting this response because: I don't want the $gift cardI can't use the $gift card on my bill that I was charged!!!! I should of never been charged $on my Sears card because I turned in the gift card with Sears charging me on my card is fraudulent charge I never authorizedI want the charge removed off my Sears card!
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I never accepted a discount for anything and they failed to return my rewards point that were used on the order Not only that, they sent shipping notices and then later cancelled the orderThe bottom line is this company is disorganized, provides misinformation (proven by their response to this complaint) and completely lost my trust Principle wins in the long run. Buh-Bye sears/kmart/shopyourway/on their way out bands/company.
Peace,
*** ***
November 22, 2015*** ***Revdex.comNorth
Wabash Ave, Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have been unable to complete the investigation of *** *** complaint regarding her dissatisfaction with an order placed for her
by our
Sears associate. *** ***, Assistant Manager for Sears Store ***, has attempted
to contact *** *** by telephone, but has not been able to speak with her. *** *** left a message with his contact
information, asking for a return call to discuss this issue further. Additionally, he sent an email to *** ***
on November 20, 2015, but *** *** has not yet replied. Until we have an opportunity to discuss this matter with her we are unable
to work toward a resolution. Our records
do show that *** *** successfully returned her order. However, if she still requires assistance with
he return shipping charges, she is welcome to contact *** *** at *** ***. We ask to have this matter closed in the
interim, pending *** *** response.We apologize to *** *** for this issue and appreciate
the opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** ***
February 17, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Gloria *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services First, we
would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. Upon researching Ms***’s concerns, we found that she was assisted by our escalated customer service group, Executive Member Services (EMS), prior to our receipt of her complaint. Our records show that EMS authorized a replacement for Ms*** under her Repair Protection Agreement (RPA) on February 11, 2016, and that she reselected on February 12, 2016. She is currently awaiting the installation of the refrigerator; an appointment to install a new water line is scheduled for February 24, 2016. In summary, since we are providing Ms*** with a new refrigerator, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Once we receive the new refrigerator and it does not have the manufacturers defect in the freezer drawer I will consider this matter closed and only then
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:First it was a Sears coupon that I had and it was also hanging by the registerI still have it on my phoneGet extra 10% off if you spend $(for mattress and or foundation) That is the one I qualifed forThe checker wouldn't even try to scan itSo then I showed a third party couponThat one did have restrictionsSo then I said there was one (but the page I had on my phone disappeared ) it did NOT have restrictions and it said take an additional $off any in-store bed purchase $or higher at SearsI asked if they wouldn't mind helping me find itI was there for the entire afternoon they were understaffed and so I had to wait a long timeI was very patientAnd when finally making a big purchase I asked if I could get help with a coupon I was ignoredNo other customers there by that timeReally??? That's how you treat customers -by not helping!! I worked in customer service and have NEVER treated a customer like that ever! I would have helped find a coupon, especially if a customer askedI was ignored by the checker and supervisor when I askedThey couldn't be botheredRidiculous and unbelievable! Sears has proven they do not care about their customers at all anymoreAll about greedAnd too lazy to help customersAnother department store I just went in recently helped with a coupon also, when I told her about what Sears did she said; oh wow that's horribleRude and unprofessionalWe would be in big trouble if we treated customers like thatWe are always, always helping customers with coupons, we want happy customersI can't believe they didn't help you with a coupon that's crazy! Especially all the money you spent thereBecause of the coupon situation she said she won't shop at Sears againLike she told me, customers should come first and should always be treated rightI made a huge purchase at Sears and you care that little about your customers to not honor a legitimate 10% off in-store couponOr if it wasn't (that one was) then to help find a coupon I could use!!! Totally ridiculous that no one wanted to bother with that!! Dishonest, or trying to trick people? Terrible customer serviceI already stopped one couple from buying their bed from Sears- so they bought theirs in a different store insteadA friend said she will hang a flyer in her shop about boycotting Sears (perfect time for the holidays) so customers will see it and know whyI will probably take her up on that offerSo people will make their Christmas purchases at better stores (likes the ones I mentioned) where they are appreciatedStores that will be honest and honor coupons or find one a customer can use insteadThere were legitimate coupons where I would have had $30-$dollars off my $Sears purchase but you guys apparently don't care about keeping customers or making new ones.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Sears offered NO explanation as to why they allowed someone in my home to fix a water heater who knew nothing abut what he was doing,. They offered NO explanation as to why their customer service people on the phone give you a time the tech will be there & the tech doesn't show up - or the tech doesn't show up & when you call, they hang up on you. This is a joke to Sears - I lost multiple hours of work - the dial in the water heater was raised to an unsafe level b the first technician and I had to make multiple calls to try to get someone there - with the end result of the necessity of spending almost 1,on a new water heater! I said I wanted a rebate for the water heater contract - which I did receive - so after all of the aggravation and issues with Sears - their band aid fix was to send a check for & close the complaint! Unfortunately, I also have a contract on my washer & dryer - I said I wanted that paid for the year due to the fact that I had already lost so much money - Sears not only DID NOT do that - they didn't even send an invoice for this year (old contract expired the beginning of April) they let the contract lapse - however, the same day I got the money for the water heater contract - I received an invoice for the water heater contract! They simply do not know what they are doing. Anyone can go online & see the vast amount of complaints about this very issue with Sears. After all of this & the fact that THEY DELIBERATELY LET MY WASHER & DRYER CONTRACT LAPSE, I will not only add my complaint to the internet & yelp, I will also contact the investigative reporter on TV who makes people aware of issues like this. So MrVolny, you can close your file and send your apologies in a letter; however, you did not address the issues and I am not closing my file
Sincerely,
*** ***
April 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding non-receipt of the gift card refund
for his returned sears.com order It is unfortunate that we failed *** *** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have sent an email directly to *** *** to inform him that we have issued a new refund gift card of $on April 14, 2016. *** *** may expect to receive his gift card within business days and is welcome to reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted *** *** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Initial Business Response /* (1000, 10, 2015/04/09) */
April 9,
***
***
***
***
***
***
***
***
Thank you for
contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileThis letter serves as a follow up to my conversation with *** on 04/08/On behalf of SHIP please know that we value her as a customer and apologize for any frustrations or inconveniences she may have experienced
SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerThe project coordinator also contacted *** on 04/08/and scheduled the repairs with her for 04/14/between 10:AM and 12:PMWe again apologize for the delay
We sympathize with any inconvenience and understand *** frustrations and will do all that we can to ensure she is satisfied with the serviceThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at *** ext*** or via email at ***
Sincerely,
***
***
***
Complaint: ***
I am rejecting this response because:
I have explained to this company that all technicians have documented it's I capability to wash clothesI simply asked to exchange the product for a different oneWhy should a customer be forced to keep a product that does not work? The clothes are simply dirty after coming out, in order for them to sell the products in good faith it is best if they reanyze their policy I spent over a 1000$ dollars on this washer and dryer and they are trying to force me to eat the cost when the product is still new,
Sincerely,
*** ***
Complaint:
I am rejecting this response because:
Sincerely,
Male ***, as you can see, they acknowledged receiving the gift card with $However, they are saying that they tore it up which I believe it is nothing but a liesend me my $gift card for send me the product
*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611 Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a dishwasher purchased from the *** Sears Outlet***
*** manager of the *** Sears Outlet provided the following response:Since receiving Ms*** complaint regarding her dishwasher, I have been in contact with her via emailThat said, Ms*** will be in to the store to select a replacement dishwasher when she has availability to come into the storeMs*** has our word that Sears Outlet will exchange the dishwasher once she identifies a replacement unitIf Ms*** has any additional concerns, she can reach me at *** or via email at ***At this time, since we have noted our intent to replace the dishwasher once a comparable unit has been identified, 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 concerns.Sincerely,*** ***Regulatory Claims SpecialistSears Holdings Corporation***
March 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the multiple delivery and installation attempts
of her microwave and rangeIt is unfortunate that we failed *** *** expectations when she recently scheduled delivery and installation of a microwave and rangeWe value *** *** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherOn March 9, *** *** confirmed that the fourth delivery attempt on the range was successful; however, the fourth microwave that was installed still had some minor dents on the side*** *** requested that we contact *** *** to resolve the issueOn March 11, we contacted *** *** and we discussed the continued issue with the microwave*** *** stated that he had been in contact with *** *** Assistant Store Manager at Store *** and had been offered a full refund on the microwave due to multiple issues and he would keep the microwave as isOn March 14, *** *** confirmed that he had issued *** *** a credit of $for the microwave and $for the rangeThe credits should post to *** ***’ account within 3-business daysWith that being said, since we have addressed the concerns in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 28, *** *** 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 it seems that *** *** was also provided with a copy of this agreement via emailWe want to make it clear that *** *** had days within which to return his item if dissatisfied*** is a separate entity and *** *** agreement is with themWe cannot interfere; he will need to contact *** with any further questions regarding his leaseIn 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
November
11, 2015RevDex.comAttn: *** ***
North Wabash Ave., Ste2006Chicago,
IL 60611Our
File No: ***Revdex.com
File No: ***Via:
Revdex.com Website Dear
Ms***This
letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has
been in contact
with *** *** On October
29th and November 5th, I spoke to Mrs* *** regarding
the difficulties she has had with her windowsMr* *** sent two videos to me
to demonstrate the concerns he has with his windowsBy her own admission, Mrs.,
*** admitted that the windows have not had any maintenance, including
re-caulking, over the past yearsSHIP must visit the home to properly
evaluate the cause of these issuesAs
a gesture of customer service we have offered to reduce the service fee by 50%
If M/M *** would like to have a service technician come to their home they
may reach me at any time and I will notify our service departmentIf I do not
hear back from M/M *** within days of the date of this letter I will
assume that they have declined this offer and I will close my file Thank
you for your time, effort
and patience during the investigation processIf you have any questions or
concerns, please contact me directly at *** extension ***, or via
email at ***Sincerely,*** ***SHIP/HI
Regulatory Complaint Specialist cc:
*** *** via 1st class postage
Complaint: ***
I am rejecting this response because: My labor charge included a diagnostic fee of $bringing me to a total of $which was on my receipt The minutes the technician spent on the snowblower could not possibly warrant a $labor chargeI maintain that they just add a $diagnostic fee to the labor as was reflected on the receiptThis is how they fool the customer into believing a small repair could cost $to $when in reality every repair will be pushed to $250-$after they add back the $as a diagnostic labor chargeIn my case this was approximately half the price of a new snowblowerIf they are more honest upfront about the likely cost of a repair customers would not become angryAnd how can they expect customers not to get angry when charged $labor for minutes of workI had already followed their online video to clean a carburetor which is much more difficult then changing oneSo $for this simple task is ridiculous and the $they charged for a carburetor that sells for $is also ridiculous
Sincerely,
*** ***
Complaint:
I am rejecting this response because:
Sincerely,
Richard *** Hello, From the letter that I just read, it was stated that I have been provided with hundreds of dollars of "adjustments". This is not true. If this was true, I have never seen the "adjustments" for any of the mentioned concernsPlease provide detailed data of any said compensation or adjustments that were in my favor as previously stated.Over the course of the past month or so, any attempt to resolute the majority of my concerns have resulted in representatives hanging up on me, or running me around in circles. This has caused extreme frustration, and countless hours wasted trying to resolute most issues without success. Yes, I was eventually able to utilize coupon codes on my account, but that issues was not addressed until x10+ times the time I was promised the issue would be resolved in. I am just asking to be compensated for the time I have had to waste by being stuck in a loop with representatives frequently hanging up on me. Whenever I would get hung up on/disconnected I would have to try and contact a representative again, which always ended up being someone new, and then I would have to waste hours again explaining my issues once again only to get hung up on and resulting in a never ending loop that only resulted in wasting my time
November 11, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** *** ***We have completed the investigation of *** *** complaint regarding her recent visit to one of our auto centers.Upon receiving ***
*** complaint, we escalated her concerns to *** ***, Auto Center Manager for Unit* *** who states the following:*** *** had her vehicle towed to our garage with an antifreeze leakShe informed us that a friend of hers had installed a thermostat in her Nissan Maxima, after which, her friend found that the water pump was leaking*** *** called and asked us to install a new waterpump, the part she provided, in her car for herWe told her we would do so, but that there was no guarantee that the engine didn’t have internal damage because the car had over heatedAfter further examination we found that not only did the waterpump have an external antifreeze leak, we also found that it had leaked antifreeze internally and that it had mixed with the engine oilI then called *** *** to let her know about the antifreeze mixing with the oil, I informed her that we needed to change the oil, which we did twice, after the new waterpump was installedAt that time I reiterated the fact that the engine may have sustained head gasket damage due to the over heat, and also let her know that other engine damage may have occurred because the antifreeze did not allow the oil to lubricate the inside of the engine properlyI also let *** *** know that we would not know the health of the engine until after the waterpump was replaced, she, knowing the fact that the engine may have been damaged, told us to install the waterpump anywayAfter the job was completed, I took the vehicle for an extended test drive and all appeared fine with the engine, no leaks, and running at operating temperature. Apparently, the next day, *** *** came in and the oil light was on (indicating low oil pressure). My technician checked the oil level and it was full and clean so he informed her that the vehicle may have a bad sensor, or it had lost oil pressure*** *** took the car, she called me the next day and told me about the oil light, then she told me the engine was making loud internal engine noises, I told her that it sounds like the oil pump most likely failed due to all the antifreeze that was in the oilIf this is the case, the problem had occurred well before the vehicle was towed to our shop and had nothing to do with the actual installation of her part. That being said, because we have addressed *** *** complaint, 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,*** *** *** ***
*** ***
***
I am rejecting this response because:
Sincerely,
*** ** Hello,This still doesn't answer my question about why it took so long to get the product to me and none of your customer rep knew where it was nor could tell where it wasThe original delivered dated was decthen it was janthen it got moved janso what happen?
March 3,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his recent visit to one of our auto
centers
Upon receiving *** *** complaint, we escalated his concerns to *** *** Auto Center Manager of store# ***. Mr*** called Mr*** and discussed his complaint. It was agreed that Mr*** would come back to the auto center and receive a free oil change to rectify the issue. That being said, because we have addressed *** *** complaint, 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
***
***
Complaint: ***
I am rejecting this response because: I don't want the $gift cardI can't use the $gift card on my bill that I was charged!!!! I should of never been charged $on my Sears card because I turned in the gift card with Sears charging me on my card is fraudulent charge I never authorizedI want the charge removed off my Sears card!
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I never accepted a discount for anything and they failed to return my rewards point that were used on the order Not only that, they sent shipping notices and then later cancelled the orderThe bottom line is this company is disorganized, provides misinformation (proven by their response to this complaint) and completely lost my trust Principle wins in the long run. Buh-Bye sears/kmart/shopyourway/on their way out bands/company.
Peace,
*** ***
November 22, 2015*** ***Revdex.comNorth
Wabash Ave, Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have been unable to complete the investigation of *** *** complaint regarding her dissatisfaction with an order placed for her
by our
Sears associate. *** ***, Assistant Manager for Sears Store ***, has attempted
to contact *** *** by telephone, but has not been able to speak with her. *** *** left a message with his contact
information, asking for a return call to discuss this issue further. Additionally, he sent an email to *** ***
on November 20, 2015, but *** *** has not yet replied. Until we have an opportunity to discuss this matter with her we are unable
to work toward a resolution. Our records
do show that *** *** successfully returned her order. However, if she still requires assistance with
he return shipping charges, she is welcome to contact *** *** at *** ***. We ask to have this matter closed in the
interim, pending *** *** response.We apologize to *** *** for this issue and appreciate
the opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** ***
February 17, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Gloria *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services First, we
would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. Upon researching Ms***’s concerns, we found that she was assisted by our escalated customer service group, Executive Member Services (EMS), prior to our receipt of her complaint. Our records show that EMS authorized a replacement for Ms*** under her Repair Protection Agreement (RPA) on February 11, 2016, and that she reselected on February 12, 2016. She is currently awaiting the installation of the refrigerator; an appointment to install a new water line is scheduled for February 24, 2016. In summary, since we are providing Ms*** with a new refrigerator, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Once we receive the new refrigerator and it does not have the manufacturers defect in the freezer drawer I will consider this matter closed and only then
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:First it was a Sears coupon that I had and it was also hanging by the registerI still have it on my phoneGet extra 10% off if you spend $(for mattress and or foundation) That is the one I qualifed forThe checker wouldn't even try to scan itSo then I showed a third party couponThat one did have restrictionsSo then I said there was one (but the page I had on my phone disappeared ) it did NOT have restrictions and it said take an additional $off any in-store bed purchase $or higher at SearsI asked if they wouldn't mind helping me find itI was there for the entire afternoon they were understaffed and so I had to wait a long timeI was very patientAnd when finally making a big purchase I asked if I could get help with a coupon I was ignoredNo other customers there by that timeReally??? That's how you treat customers -by not helping!! I worked in customer service and have NEVER treated a customer like that ever! I would have helped find a coupon, especially if a customer askedI was ignored by the checker and supervisor when I askedThey couldn't be botheredRidiculous and unbelievable! Sears has proven they do not care about their customers at all anymoreAll about greedAnd too lazy to help customersAnother department store I just went in recently helped with a coupon also, when I told her about what Sears did she said; oh wow that's horribleRude and unprofessionalWe would be in big trouble if we treated customers like thatWe are always, always helping customers with coupons, we want happy customersI can't believe they didn't help you with a coupon that's crazy! Especially all the money you spent thereBecause of the coupon situation she said she won't shop at Sears againLike she told me, customers should come first and should always be treated rightI made a huge purchase at Sears and you care that little about your customers to not honor a legitimate 10% off in-store couponOr if it wasn't (that one was) then to help find a coupon I could use!!! Totally ridiculous that no one wanted to bother with that!! Dishonest, or trying to trick people? Terrible customer serviceI already stopped one couple from buying their bed from Sears- so they bought theirs in a different store insteadA friend said she will hang a flyer in her shop about boycotting Sears (perfect time for the holidays) so customers will see it and know whyI will probably take her up on that offerSo people will make their Christmas purchases at better stores (likes the ones I mentioned) where they are appreciatedStores that will be honest and honor coupons or find one a customer can use insteadThere were legitimate coupons where I would have had $30-$dollars off my $Sears purchase but you guys apparently don't care about keeping customers or making new ones.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Sears offered NO explanation as to why they allowed someone in my home to fix a water heater who knew nothing abut what he was doing,. They offered NO explanation as to why their customer service people on the phone give you a time the tech will be there & the tech doesn't show up - or the tech doesn't show up & when you call, they hang up on you. This is a joke to Sears - I lost multiple hours of work - the dial in the water heater was raised to an unsafe level b the first technician and I had to make multiple calls to try to get someone there - with the end result of the necessity of spending almost 1,on a new water heater! I said I wanted a rebate for the water heater contract - which I did receive - so after all of the aggravation and issues with Sears - their band aid fix was to send a check for & close the complaint! Unfortunately, I also have a contract on my washer & dryer - I said I wanted that paid for the year due to the fact that I had already lost so much money - Sears not only DID NOT do that - they didn't even send an invoice for this year (old contract expired the beginning of April) they let the contract lapse - however, the same day I got the money for the water heater contract - I received an invoice for the water heater contract! They simply do not know what they are doing. Anyone can go online & see the vast amount of complaints about this very issue with Sears. After all of this & the fact that THEY DELIBERATELY LET MY WASHER & DRYER CONTRACT LAPSE, I will not only add my complaint to the internet & yelp, I will also contact the investigative reporter on TV who makes people aware of issues like this. So MrVolny, you can close your file and send your apologies in a letter; however, you did not address the issues and I am not closing my file
Sincerely,
*** ***