April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of M[redacted] complaint regarding something he wants to have removed, we...
assume from his credit history. As clarification, we sold our credit portfolio to [redacted] in 2003/2004. So while we can have accounts opened in our store for a Sears branded card administered by [redacted], we no longer have access to the account itself, including any credit history or adjustments to a consumer’s record. While M[redacted] complaint is brief, we believe he is indicating that he was unaware that he applied for a card and is upset because there is an inquiry on his credit report. Generally, our [redacted] is offered last when opening an account is not an option. So it is possible that [redacted] had an application submitted before he proceeded to submit an application for the [redacted]. The latter program is also not administered by Sears. If the inquiry on the report is a “hard” inquiry (the type that can affect the overall credit score to a certain degree) then we would recommend for [redacted] to either contact [redacted] if it references a Sears branded account or to contact [redacted] if it involves a leasing contract. In the interim, since we do not have access to any credit reporting and/or history, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
May 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] rebuttal to our previous response. Unfortunately, it appears that we have reached an impasse with Mr. [redacted]. He has submitted the same information that he originally provided and we have already explained why we do not feel his complaint has merit. An offer to check the seal on his air handler was made, but Mr. [redacted] declined. Mr. [redacted] has refused to accept the only offer on the table and we feel it is futile to keep reiterating our position. Therefore, we ask that this matter remain closed. Sincerely, [redacted] Regulatory Complaints Specialist
December 11, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10960831 – Male [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding his missing gift card.Upon receipt of Mr. [redacted]’s complaint, we...
escalated his concerns to Sanita [redacted], General Store Manager of Unit# 1544. Ms. [redacted] called Mr. [redacted] and stated the following:I spoke to Mr. [redacted] and he told us that he received a $400.00 giftcard as a gift. He wanted to purchase a bike at the Rego Park store. Mr. [redacted] came to the store and the bike was out of stock. He stated that an associate offered to order the bike and sell him another one, to which he declined. Mr. [redacted] then went home and wrote a letter to corporate and put the $400.00 giftcard inside. Mr. [redacted] did not hear anything but has since had a call from the corporate offices and was told that his giftcard is being send back to him to which he is satisfied. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searhs.com
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with our reply to his complaint the fact remains that [redacted] has brought forth no specific health issues he or his family are experiencing. The information provided to [redacted] is correct and complete. [redacted] complaint stated: I have Two questions I wanted answered concerning my new Sears Frig, Two. 1) Does the water filter come in a box inside the refrigerator or is it installed at the factory. 2) Is the water that comes from the water dispenser chilled? This was the information that was provided to [redacted]. There are no known issues with his model refrigerator’s water filtration system. If [redacted] is concerned about his water filter he does have the choice to remove it. The fact remains that [redacted] has reported no specific health issues he or his family are experiencing and with no service history for his refrigerator we will not be honoring his request for a replacement, our decision is final and we have closed our case. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his...
missing refund. Director of Sales & Operations, [redacted] provided the following response: I have spoken with [redacted] and he has confirmed that at this point in time, he is only seeking a refund for his microwave. A check for that microwave is forthcoming and I have informed [redacted] that it may take a little longer than usual since the store has closed, but it will be sent. Should [redacted] have any further questions or concerns, I ([redacted] may be reached during normal business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] rebuttal to our previous response. As we stated in our previous response, a consumer has 30 days to determine whether or not a product will meet their needs under Sears’ Return Policy. [redacted] did not decide that her washer was not suitable for her needs until months later; buyer’s remorse is not sufficient reason to exchange a product and unfortunately, we cannot make an exception for [redacted]. At this time, the technicians have determined that [redacted] washer is working according to the manufacturer’s specifications; there is no justification to exchange the unit. While we understand that [redacted] is dissatisfied with our decision, it is commensurate to the terms of Sears’ Return Policy. Therefore, since [redacted] has not provided any new information, we ask that this matter remain closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent purchase....
According to our records, arrangements were made by the local store to re-place the order on March [redacted] using the same gift cards. Delivery is currently scheduled for March [redacted]. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted]’s complaint regarding issues he had with the [redacted] Sears Outlet. [redacted] Manager of the [redacted] Sears Outlet provided the following response: I have been in contact with [redacted] and have addressed his outstanding concerns. Moving forward, if I can be of any additional assistance to [redacted], he can contact me at [redacted]. At this time, since it is my understanding that [redacted] was satisfied with the actions taken to address his concerns, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Tell us why here...[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 Re: [redacted] #[redacted] Dear Ms. Vi[redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding Sears Home Services and repairs to his refrigerator.Sears provided Mr. [redacted] with his desired resolution noted in his complaint which was to have his repair expedited and to receive a refund of his protection agreement. In our initial correspondence we noted that we repaired the refrigerator and we also referred Mr. [redacted] to our service contracts office to discuss a refund of his protection agreement. Per our service contracts office, Mr. [redacted] filed a claim for food loss in the amount of $241.00. The claim was approved and Mr. [redacted] should be receiving his food loss reimbursement check in the next 10-14 days. Our service contracts office approves small item/rental reimbursement funds once it has been approved from their office. We have no record of Mr. [redacted] being approved for small item/rental reimbursement. Additionally, when small item/rental reimbursement is approved, it is for a college size mini refrigerator purchased from Sears or Kmart. We will not be reimbursing Mr. [redacted] for a $190.00 freezer from [redacted]. Sears does not reimburse for lost time, we will not be providing Mr. [redacted] with $500.00. If Mr. [redacted] would have contacted Sears for small item reimbursement, per his contract, he could have been approved for small item/rental reimbursement for an item purchased from Sears. Since we have noted our response to Mr. [redacted] rebuttal, we ask that this complaint remain closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Enrique S [redacted] #10964630 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding Sears
Home Services and repairs to his boiler. Ixcia [redacted],
Sears Service...
Fulfillment Team, provided the following response: Mr.
[redacted] boiler was serviced by Nick from A&A Mechanical on Sunday November 29,
2015. Nick informed me that the unit was serviced and that he also provided a new
filter. I spoke with Mr. [redacted] who
informed me that he was satisfied with the actions taken by Nick from A&A
Mechanical to service the unit. If I can be of any further assistance to Mr.
[redacted], he can contact me directly at 1-800-326-8738 option 3 ext 56902. Since we have confirmed
the completion of the service to Mr. [redacted] boiler, we ask that this complaint be
closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:It's not what I was told on the phone conversation. In additon to this, I continue to be lied to from Sears. They said they issued a 20% refund, I have yet to receive said refund.
Sincerely,
[redacted]
November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611
[redacted]
[redacted]We have completed the investigation of [redacted]
complaint regarding his dissatisfaction with our customer service and
non-receipt...
of a gift card refund for his cancelled sears.com order.It is unfortunate that we failed [redacted]
expectations when he recently placed an order with Sears. We value his
patronage and can understand his frustration with the events detailed in his
letter. His concerns have been forwarded to management for review so that
future problems of this nature can be averted.
We spoke with [redacted] the day before he filed this complaint, and reissued
his gift card of $40.04 on the next day.
An email was sent directly to him on October 21, 2015, to notify him of
the reissue and the time frame he could expect his gift card to arrive. Our records indicate that [redacted] redeemed
his gift card for the full amount on October 27, 2015. Therefore, 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 sears.com
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 [redacted] 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, [redacted]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience and...
request for to cancel her order. It is unfortunate that we failed [redacted] expectations and can understand her frustration with the series of events detailed in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching further we found that [redacted] paid to renew her [redacted] account. Additionally, the January order was on the prior year max enrollment. We can only apologize again for the misinformation that was provided by Sears online and chat. As a gesture of goodwill, we have issued a full refund of $[redacted] back to her [redacted] account ending in [redacted]. For [redacted] records the return receipt number is [redacted] credit will post to her account within 3 to 5 business days. Finally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 4, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted]:We have completed the investigation of [redacted] complaint regarding the service appointment she set for her refrigerator and her...
perception of how our contracts work and what the charges would be for service. We would first like to note that in most cases, once an item is not in good working order, the purchase of a contract is prohibited as there is a pre-existing condition and it is a surety that a repair is needed. The only exception to this are two different plans that are offered only if a customer meets other qualifications, and those offers are only good before we actually have assessed the product and provided service or a diagnosis. Based on [redacted] narrative of events, we believe she was offered one of those plans; specifically, a Sears Whole House Home Warranty. Under that plan all products are also required to be in good working order and the actual coverage underwritten by [redacted] does not take effect for 30 days from the purchase date. However, as an incentive to purchase the coverage, we will offer to cover one appliance as long as it meets certain qualifying criteria and the coverage has very specific terms and limitations. The warranty has to be purchased before the service call is scheduled. If purchased, then when the technician goes out, there is a co-pay of $60.00 due, and then any repair needed is covered up to $500.00. Once the repair is completed and the coverage becomes effective on all the appliances after 30 days, then the consumer is locked into a contract for at least a year with a monthly payment that is dependent upon the plan purchased. If the warranty is canceled before the time period is up, then early cancelation fees are applied plus the consumer could then owe for the repair that was previously provided from purchasing that coverage. In [redacted] case, she did not actually purchase the Whole Home Warranty, and somehow misinterpreted the sales pitch to mean she could purchase this from the technician when in fact our technicians do not and cannot sell this type of coverage. The only coverage they can sell is our traditional protection agreement that is only available for merchandise that is in good working order. So after a repair is completed, the consumer can then purchase a Master Protection Agreement that is good on just one appliance and not the whole house. On the plus side though, the individual coverage has much more scope and benefits, albeit at a higher price, than the coverage available through the Home warranty, which has much more limited benefits for the lesser cost. With that said, our records show that she was working with our executive level customer support group to try to reach an equitable resolution on this issue. They arrived at a solution to provide service at a reduced cost and the repair was completed on February 27, 2015. When they followed up with [redacted] it was their understanding that the issue had now been resolved to her satisfaction; if that is not the case then she is welcome to follow up with her case manager Emilie. In the interim, since the repair has been completed now, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
April 21, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding a recent oil change at one of our auto...
centers.
We have received [redacted] complaint and apologize that upon completion of her oil change, she found that the sticker was not placed on her windshield. We reached out to the local auto center who stated they contacted [redacted] She came into the auto center on Monday, April 18, 2016 and the undercar and underhood were checked and the oil sticker was placed on her window. [redacted] was also given copies of all services that were done. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the repair of his...
dishwasher.
We apologize that Mr. [redacted] dishwasher failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.
In Mr. [redacted] case, he purchased his dishwasher on December 26, 2013 and the manufacturer’s warranty expired a year after on January 3, 2015. Our records show that repair was completed on Mr. [redacted] dishwasher on 1/12/16 and is now working as designed. Because we value Mr. [redacted] patronage, we have processed a bank check in the amount of $65.00 to refund him the cost of the trip/diagnostic fee. It will be received in 7-10 business days to the address listed on this complaint. That being said, because we have refunded Mr[redacted] for his trip/diagnostic fee and the dishwasher is working as designed, we respectfully request this complaint be closed.
We apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
March 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the quality of his refrigerator and that the...
ice maker failed sooner than he expected. We apologize that the ice maker in [redacted] refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the unit was recently purchased. Sears does have a 30 day Satisfaction Guarantee period where a customer can try an appliance and may request for an exchange or a return, if needed. After the 30 day period the product falls under the manufacturer’s warranty which requires the product to be repaired. If the unit cannot be repaired, then a replacement will be processed. In [redacted] case, he states that he reported the ice maker issue after the first week of use and was provided instructions on adjusting the thermostat. In [redacted] complaint he stated that he was to call back after a week if the ice maker continued to have issues. However, our records indicate that [redacted] did not call again for another two months to report the problem with the ice maker. On September 25, 2015 our technician order a new ice maker and it was installed on October 6, 2015. Regrettably, a couple of days later [redacted] reported again that ice maker was still not working. Our technician returned on October 9, 2015 and adjusted the ice maker arm. No further issues with the ice maker have been reported since October 9, 2015. We recently returned on February 23, 2016 to tighten a loose handle on the refrigerator. We would also like to clarify that [redacted] purchased his refrigerator at a Sears Home Appliance Showroom which sells new product direct from the manufacturer. We apologize if [redacted] was misinformed that he had purchased a refurbished refrigerator from an outlet store, as this was not the case. As far as [redacted] request for an exchange is concern, we did not find this was warranted, particularly since the refrigerator is operational. With that being said, since we have addressed the concern brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: the conversation on December 1, 2015 was regarding a billing matter for a visit on July 31, 2015 that did not take place. The insurance company was billed for a visit that did not take place, and the insurance company explained the charge to me that Sears Dental bills the insurance company every month whether a visit takes place or not. This interest charge of$2300 that is in dispute is a completely different matter and is not addressed at all in their response. The calculation of the interest charge is borderline illegal and the $3400 original charge was paid in full by October 2015 so I don't know why the interest charge was applied anyway
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/03/23) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
March 23, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of[redacted] complaint regarding the repair of her [redacted] tv.
Upon receiving[redacted] complaint, we researched her service history and found that on March 20, 2015, it was determined that her tv could not be repaired and would instead be replaced. [redacted] was contacted by our repair offices on March 20, 2015 and was given $219.99 to use towards replacement and the exchange process explained to her. That being said, because we are in the process of replacing[redacted] tv, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
April 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered with the installation of her wall-mounted...
television. Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of [redacted] complaint we reached out to [redacted], Customer Service Representative with Installation Escalations, to assist with her concerns. [redacted] investigated and reported that the installation job was accepted by [redacted] Installation. Regrettably, their television installation technician is no longer with their company, and they are unable to complete the work. Since [redacted] television was a replacement issued under her protection agreement, and we have no coverage at this time for her wall mount install, a [redacted] check is issued as a form of compensation for the inability to provide installation services under her protection agreement. The amount of the check is for a basic installation as priced in her local area which is $329.00. [redacted] can use this to hire a local contractor to complete the installation. The [redacted] check has been submitted and [redacted] will receive the check via regular mail within 10-14 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of M[redacted] complaint regarding something he wants to have removed, we...
assume from his credit history. As clarification, we sold our credit portfolio to [redacted] in 2003/2004. So while we can have accounts opened in our store for a Sears branded card administered by [redacted], we no longer have access to the account itself, including any credit history or adjustments to a consumer’s record. While M[redacted] complaint is brief, we believe he is indicating that he was unaware that he applied for a card and is upset because there is an inquiry on his credit report. Generally, our [redacted] is offered last when opening an account is not an option. So it is possible that [redacted] had an application submitted before he proceeded to submit an application for the [redacted]. The latter program is also not administered by Sears. If the inquiry on the report is a “hard” inquiry (the type that can affect the overall credit score to a certain degree) then we would recommend for [redacted] to either contact [redacted] if it references a Sears branded account or to contact [redacted] if it involves a leasing contract. In the interim, since we do not have access to any credit reporting and/or history, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
May 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] rebuttal to our previous response. Unfortunately, it appears that we have reached an impasse with Mr. [redacted]. He has submitted the same information that he originally provided and we have already explained why we do not feel his complaint has merit. An offer to check the seal on his air handler was made, but Mr. [redacted] declined. Mr. [redacted] has refused to accept the only offer on the table and we feel it is futile to keep reiterating our position. Therefore, we ask that this matter remain closed. Sincerely, [redacted] Regulatory Complaints Specialist
December 11, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10960831 – Male [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding his missing gift card.Upon receipt of Mr. [redacted]’s complaint, we...
escalated his concerns to Sanita [redacted], General Store Manager of Unit# 1544. Ms. [redacted] called Mr. [redacted] and stated the following:I spoke to Mr. [redacted] and he told us that he received a $400.00 giftcard as a gift. He wanted to purchase a bike at the Rego Park store. Mr. [redacted] came to the store and the bike was out of stock. He stated that an associate offered to order the bike and sell him another one, to which he declined. Mr. [redacted] then went home and wrote a letter to corporate and put the $400.00 giftcard inside. Mr. [redacted] did not hear anything but has since had a call from the corporate offices and was told that his giftcard is being send back to him to which he is satisfied. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searhs.com
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with our reply to his complaint the fact remains that [redacted] has brought forth no specific health issues he or his family are experiencing. The information provided to [redacted] is correct and complete. [redacted] complaint stated: I have Two questions I wanted answered concerning my new Sears Frig, Two. 1) Does the water filter come in a box inside the refrigerator or is it installed at the factory. 2) Is the water that comes from the water dispenser chilled? This was the information that was provided to [redacted]. There are no known issues with his model refrigerator’s water filtration system. If [redacted] is concerned about his water filter he does have the choice to remove it. The fact remains that [redacted] has reported no specific health issues he or his family are experiencing and with no service history for his refrigerator we will not be honoring his request for a replacement, our decision is final and we have closed our case. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his...
missing refund. Director of Sales & Operations, [redacted] provided the following response: I have spoken with [redacted] and he has confirmed that at this point in time, he is only seeking a refund for his microwave. A check for that microwave is forthcoming and I have informed [redacted] that it may take a little longer than usual since the store has closed, but it will be sent. Should [redacted] have any further questions or concerns, I ([redacted] may be reached during normal business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] rebuttal to our previous response. As we stated in our previous response, a consumer has 30 days to determine whether or not a product will meet their needs under Sears’ Return Policy. [redacted] did not decide that her washer was not suitable for her needs until months later; buyer’s remorse is not sufficient reason to exchange a product and unfortunately, we cannot make an exception for [redacted]. At this time, the technicians have determined that [redacted] washer is working according to the manufacturer’s specifications; there is no justification to exchange the unit. While we understand that [redacted] is dissatisfied with our decision, it is commensurate to the terms of Sears’ Return Policy. Therefore, since [redacted] has not provided any new information, we ask that this matter remain closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent purchase....
According to our records, arrangements were made by the local store to re-place the order on March [redacted] using the same gift cards. Delivery is currently scheduled for March [redacted]. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted]’s complaint regarding issues he had with the [redacted] Sears Outlet. [redacted] Manager of the [redacted] Sears Outlet provided the following response: I have been in contact with [redacted] and have addressed his outstanding concerns. Moving forward, if I can be of any additional assistance to [redacted], he can contact me at [redacted]. At this time, since it is my understanding that [redacted] was satisfied with the actions taken to address his concerns, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Tell us why here...[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 Re: [redacted] #[redacted] Dear Ms. Vi[redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding Sears Home Services and repairs to his refrigerator.Sears provided Mr. [redacted] with his desired resolution noted in his complaint which was to have his repair expedited and to receive a refund of his protection agreement. In our initial correspondence we noted that we repaired the refrigerator and we also referred Mr. [redacted] to our service contracts office to discuss a refund of his protection agreement. Per our service contracts office, Mr. [redacted] filed a claim for food loss in the amount of $241.00. The claim was approved and Mr. [redacted] should be receiving his food loss reimbursement check in the next 10-14 days. Our service contracts office approves small item/rental reimbursement funds once it has been approved from their office. We have no record of Mr. [redacted] being approved for small item/rental reimbursement. Additionally, when small item/rental reimbursement is approved, it is for a college size mini refrigerator purchased from Sears or Kmart. We will not be reimbursing Mr. [redacted] for a $190.00 freezer from [redacted]. Sears does not reimburse for lost time, we will not be providing Mr. [redacted] with $500.00. If Mr. [redacted] would have contacted Sears for small item reimbursement, per his contract, he could have been approved for small item/rental reimbursement for an item purchased from Sears. Since we have noted our response to Mr. [redacted] rebuttal, we ask that this complaint remain closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Enrique S [redacted] #10964630 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding Sears
Home Services and repairs to his boiler. Ixcia [redacted],
Sears Service...
Fulfillment Team, provided the following response: Mr.
[redacted] boiler was serviced by Nick from A&A Mechanical on Sunday November 29,
2015. Nick informed me that the unit was serviced and that he also provided a new
filter. I spoke with Mr. [redacted] who
informed me that he was satisfied with the actions taken by Nick from A&A
Mechanical to service the unit. If I can be of any further assistance to Mr.
[redacted], he can contact me directly at 1-800-326-8738 option 3 ext 56902. Since we have confirmed
the completion of the service to Mr. [redacted] boiler, we ask that this complaint be
closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:It's not what I was told on the phone conversation. In additon to this, I continue to be lied to from Sears. They said they issued a 20% refund, I have yet to receive said refund.
Sincerely,
[redacted]
November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611
[redacted]
[redacted]We have completed the investigation of [redacted]
complaint regarding his dissatisfaction with our customer service and
non-receipt...
of a gift card refund for his cancelled sears.com order.It is unfortunate that we failed [redacted]
expectations when he recently placed an order with Sears. We value his
patronage and can understand his frustration with the events detailed in his
letter. His concerns have been forwarded to management for review so that
future problems of this nature can be averted.
We spoke with [redacted] the day before he filed this complaint, and reissued
his gift card of $40.04 on the next day.
An email was sent directly to him on October 21, 2015, to notify him of
the reissue and the time frame he could expect his gift card to arrive. Our records indicate that [redacted] redeemed
his gift card for the full amount on October 27, 2015. Therefore, 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 sears.com
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 [redacted] 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, [redacted]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience and...
request for to cancel her order. It is unfortunate that we failed [redacted] expectations and can understand her frustration with the series of events detailed in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching further we found that [redacted] paid to renew her [redacted] account. Additionally, the January order was on the prior year max enrollment. We can only apologize again for the misinformation that was provided by Sears online and chat. As a gesture of goodwill, we have issued a full refund of $[redacted] back to her [redacted] account ending in [redacted]. For [redacted] records the return receipt number is [redacted] credit will post to her account within 3 to 5 business days. Finally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 4, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted]:We have completed the investigation of [redacted] complaint regarding the service appointment she set for her refrigerator and her...
perception of how our contracts work and what the charges would be for service. We would first like to note that in most cases, once an item is not in good working order, the purchase of a contract is prohibited as there is a pre-existing condition and it is a surety that a repair is needed. The only exception to this are two different plans that are offered only if a customer meets other qualifications, and those offers are only good before we actually have assessed the product and provided service or a diagnosis. Based on [redacted] narrative of events, we believe she was offered one of those plans; specifically, a Sears Whole House Home Warranty. Under that plan all products are also required to be in good working order and the actual coverage underwritten by [redacted] does not take effect for 30 days from the purchase date. However, as an incentive to purchase the coverage, we will offer to cover one appliance as long as it meets certain qualifying criteria and the coverage has very specific terms and limitations. The warranty has to be purchased before the service call is scheduled. If purchased, then when the technician goes out, there is a co-pay of $60.00 due, and then any repair needed is covered up to $500.00. Once the repair is completed and the coverage becomes effective on all the appliances after 30 days, then the consumer is locked into a contract for at least a year with a monthly payment that is dependent upon the plan purchased. If the warranty is canceled before the time period is up, then early cancelation fees are applied plus the consumer could then owe for the repair that was previously provided from purchasing that coverage. In [redacted] case, she did not actually purchase the Whole Home Warranty, and somehow misinterpreted the sales pitch to mean she could purchase this from the technician when in fact our technicians do not and cannot sell this type of coverage. The only coverage they can sell is our traditional protection agreement that is only available for merchandise that is in good working order. So after a repair is completed, the consumer can then purchase a Master Protection Agreement that is good on just one appliance and not the whole house. On the plus side though, the individual coverage has much more scope and benefits, albeit at a higher price, than the coverage available through the Home warranty, which has much more limited benefits for the lesser cost. With that said, our records show that she was working with our executive level customer support group to try to reach an equitable resolution on this issue. They arrived at a solution to provide service at a reduced cost and the repair was completed on February 27, 2015. When they followed up with [redacted] it was their understanding that the issue had now been resolved to her satisfaction; if that is not the case then she is welcome to follow up with her case manager Emilie. In the interim, since the repair has been completed now, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
April 21, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding a recent oil change at one of our auto...
centers.
We have received [redacted] complaint and apologize that upon completion of her oil change, she found that the sticker was not placed on her windshield. We reached out to the local auto center who stated they contacted [redacted] She came into the auto center on Monday, April 18, 2016 and the undercar and underhood were checked and the oil sticker was placed on her window. [redacted] was also given copies of all services that were done. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
January 13, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the repair of his...
dishwasher.
We apologize that Mr. [redacted] dishwasher failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.
In Mr. [redacted] case, he purchased his dishwasher on December 26, 2013 and the manufacturer’s warranty expired a year after on January 3, 2015. Our records show that repair was completed on Mr. [redacted] dishwasher on 1/12/16 and is now working as designed. Because we value Mr. [redacted] patronage, we have processed a bank check in the amount of $65.00 to refund him the cost of the trip/diagnostic fee. It will be received in 7-10 business days to the address listed on this complaint. That being said, because we have refunded Mr[redacted] for his trip/diagnostic fee and the dishwasher is working as designed, we respectfully request this complaint be closed.
We apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
March 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the quality of his refrigerator and that the...
ice maker failed sooner than he expected. We apologize that the ice maker in [redacted] refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the unit was recently purchased. Sears does have a 30 day Satisfaction Guarantee period where a customer can try an appliance and may request for an exchange or a return, if needed. After the 30 day period the product falls under the manufacturer’s warranty which requires the product to be repaired. If the unit cannot be repaired, then a replacement will be processed. In [redacted] case, he states that he reported the ice maker issue after the first week of use and was provided instructions on adjusting the thermostat. In [redacted] complaint he stated that he was to call back after a week if the ice maker continued to have issues. However, our records indicate that [redacted] did not call again for another two months to report the problem with the ice maker. On September 25, 2015 our technician order a new ice maker and it was installed on October 6, 2015. Regrettably, a couple of days later [redacted] reported again that ice maker was still not working. Our technician returned on October 9, 2015 and adjusted the ice maker arm. No further issues with the ice maker have been reported since October 9, 2015. We recently returned on February 23, 2016 to tighten a loose handle on the refrigerator. We would also like to clarify that [redacted] purchased his refrigerator at a Sears Home Appliance Showroom which sells new product direct from the manufacturer. We apologize if [redacted] was misinformed that he had purchased a refurbished refrigerator from an outlet store, as this was not the case. As far as [redacted] request for an exchange is concern, we did not find this was warranted, particularly since the refrigerator is operational. With that being said, since we have addressed the concern brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: the conversation on December 1, 2015 was regarding a billing matter for a visit on July 31, 2015 that did not take place. The insurance company was billed for a visit that did not take place, and the insurance company explained the charge to me that Sears Dental bills the insurance company every month whether a visit takes place or not. This interest charge of$2300 that is in dispute is a completely different matter and is not addressed at all in their response. The calculation of the interest charge is borderline illegal and the $3400 original charge was paid in full by October 2015 so I don't know why the interest charge was applied anyway
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/03/23) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
March 23, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of[redacted] complaint regarding the repair of her [redacted] tv.
Upon receiving[redacted] complaint, we researched her service history and found that on March 20, 2015, it was determined that her tv could not be repaired and would instead be replaced. [redacted] was contacted by our repair offices on March 20, 2015 and was given $219.99 to use towards replacement and the exchange process explained to her. That being said, because we are in the process of replacing[redacted] tv, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
April 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered with the installation of her wall-mounted...
television. Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of [redacted] complaint we reached out to [redacted], Customer Service Representative with Installation Escalations, to assist with her concerns. [redacted] investigated and reported that the installation job was accepted by [redacted] Installation. Regrettably, their television installation technician is no longer with their company, and they are unable to complete the work. Since [redacted] television was a replacement issued under her protection agreement, and we have no coverage at this time for her wall mount install, a [redacted] check is issued as a form of compensation for the inability to provide installation services under her protection agreement. The amount of the check is for a basic installation as priced in her local area which is $329.00. [redacted] can use this to hire a local contractor to complete the installation. The [redacted] check has been submitted and [redacted] will receive the check via regular mail within 10-14 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]