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 request
for a...
refund for 2 [redacted] comforters he claims he returned in April of 2015.It is unfortunate that we failed [redacted]
expectations when he requested assistance with 2 [redacted] comforters he purchased
earlier this year. We value his patronage and can understand his frustration
with the events detailed in his complaint. We can assure [redacted] that his
concerns have been forwarded to management for review. With that having been said, our records
indicate that we received [redacted] complaint April 15, 2015. However, he did not include a sales receipt
or any information for the store where he completed his purchase. Therefore, we replied via email and asked him
to return to our Kmart store with his receipt to receive further assistance, as
returns are handled in our stores, but he did not respond. It might also be important to mention that
the [redacted] brand is not manufactured by Sears or Kmart, and as such any issues
concerning items that may be outside of our return period but still covered by
a [redacted] manufacturer’s warranty would be handled by contacting [redacted]
directly. At this time, we can only
reiterate that we regret any inconvenience [redacted] may have experienced. We respectfully ask to have this matter closed,
since we have noted [redacted] comments and no further resolution can be
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]
November 24,
2015[redacted]RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have
completed our investigation of [redacted] complaint regarding the installation
of her water heater. Unfortunately,...
it
seems [redacted] received two damaged units. We apologize for any inconvenience
she may have experienced as a result. While we are not able to reimburse any
consequential or incidental damages she may have incurred as a result, we have
issued a refund for half of the basic installation fee she paid as a courtesy.
This credit for $150.00 should reflect on her account within 3-5 business days.
According to [redacted] the contractor that performed the installation,
they inspected the unit on November 4, 2015 and found it to be sound. 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 SpecialistSears Holdings
Corporation[redacted]
April 26, 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 recent online order....
It is unfortunate that we failed [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint and 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 the notes in her order, we confirmed that all pieces of the order had been returned. Therefore, we have processed a full refund of $500.15 back to her [redacted] account ending in [redacted] For [redacted] records the return receipt number is [redacted]. Additionally, 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 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Carpet Cleaning. First, we would like to apologize to [redacted]...
[redacted] for failing his expectations in regard to a recent carpet cleaning. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely regret any inconvenience that we may have caused [redacted] Upon researching [redacted] concerns, we found that he was issued a full refund on March 25, 2016, by our escalated customer service group, Customer Solutions. We have included a copy of the refund receipt with this response for [redacted] records. With that said, since [redacted] has been provided with his requested resolution, and we have documented his concerns with Sears Carpet Cleaning, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
November 24, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted]
We have completed
our investigation of [redacted] rebuttal. Upon receipt of [redacted]
rebuttal, we found that he had been in contact with [redacted] in our
escalated complaint department. Ms. [redacted] was able to have the exchange
processed for the new microwave on November 18, 2015 with delivery set for
November 22, 2015. On November 23, 2015 [redacted] confirmed with Ms. [redacted]
that the delivery went well and he is no longer in need of assistance. If [redacted] has any questions he can contact Ms. [redacted] directly at [redacted] Since we have replaced [redacted] microwave and it is our understanding
that the resolution provided was acceptable to [redacted] we have closed our
case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Sears Holdings
Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: We are missing in their response that they replaced the ice maker on December 24th as well which failed as the technician at my house and me knew it would because the ice tray leans and can't be made to not lean. Then the second new ice maker was installed on January 9th which that technician also said he couldn't stop the ice tray from leaning. No water valve was replaced then and never has been. They took that part back with them as it's not the problem. Please note I was informed by Sears Protection Benefits on March 5th right after the technician left that I had only had 1 "product failure" and had to have 4 "product failures" before they would replace the fridge even though the part is a manufacturer default and unrepairable. Service technicians that have been out have admitted it cannot be fixed but cannot make the call that it is unfixable. That call needs to be made by someone at a phone center that hasn't even seen my fridge or the problem.... If what is promised eventually occurs then I will consider the case resolved but as of right now nothing is resolved and what I am being told here is not confirmed by their Protection Agreement Benefits department. If I can get a confirmation email from Sears Protection Benefits directly explaining and confirming that after the new ice maker is installed on March 19th for the third time if it continues to leaks in the days immediately after (which it will) then after a final visit and confirmation of this that I can receive a new refrigerator to replace this one. I do not consider it resolved honestly until it is resolved with a replacement as it cannot be fixed but I will accept and let close out the complaint if I can get verification in writing from the company and the Protection Agreements Benefits line can verify and confirm this. This is more than reasonable given the frustration and missed work I have had to go through. My email is [redacted] Thank you.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/12/30) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
December 30, 2014
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our Auto Centers.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], District Service Manager for District [redacted] who states the following:
There was some confusion on our end as far as what the warranty covered and [redacted] was mistakenly charged for labor during the visit to the Jacksonville store to address the brake issue. We had [redacted] other vehicle in the shop yesterday (December 26, 2014) and were able to refund the $167.00 she was clearly owed as well as apologized for the mix-up. As for the reimbursement she is looking for from her initial purchase we explained to her that that was an unreasonable request as all of those parts are not only operating properly now but without that purchase she would not have been able to receive the work in warranty that we have done to correct her issue her in Florida. That being said, because we have addressed [redacted]'s concerns, 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]
February 24, 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 his dissatisfaction with multiple...
pending charges for his cancelled sears.com order. It is unfortunate that we failed Mr. [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. Additionally, refunds of $227.17, $215.81, and $227.17 were issued to Mr. [redacted] credit account ending in [redacted]. Our records indicate that Mr. [redacted] filed a credit dispute with his credit provider; therefore, any invalid charges that may exist will be reversed by them and Mr. [redacted] will not see any further refunds directly from Sears for this order. 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 Mr. [redacted] comments and no further resolution can be offered considering the aforementioned circumstances. 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 [redacted]
March 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We...
have been notified that [redacted] filed an additional dispute and it was accepted on March 15, 2016. As a result, he now has both the merchandise and a refund, which is not a fair resolution from our point of view. Again, Jose clearly recalled seeing the return instructions that were included in the package and that they were brought to [redacted] attention. We reserve the right to dispute the conditional credit he has been given if we provide him with a return address to ship the ring back to the vendor and we agree to reimburse him for the shipping. We also may allow him to return the ring to the local store after all in order to put this matter to rest. If we can implement one of the aforementioned resolutions, we will be in touch. In the interim, [redacted] has his refund. 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]
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to diagnose his washer. [redacted] contacted Sears...
Home Services on April 13, 2016 reporting that his washer was not cleaning his clothes properly. Sears dispatched a technician to [redacted] home on April 15, 2016 to diagnose the washer. The washer was placed in test mode and its functionality was tested. The washer’s internal computer did not provide any fault codes, therefore working properly. The technician called into Sears Technical Assistance Center and spoke with a senior technician who concluded that since the no fault codes were reported, the washer was working as expected. Additionally the water was tested and no issues were noted. [redacted] has cancelled his Master Protection Agreement (MPA) and has been refunded in full for its purchase. It is important to note that the washer is covered by the manufacturers one year parts and labor warranty until May 26, 2016. Since the washer’s internal computer did not return any fault codes, we will not be replacing the washer. If [redacted] concerns continue, he can schedule another service call be calling [redacted] Since we have noted the results of our investigation, 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]
November 22, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding the repair of her freezer.Upon receiving Ms. [redacted]’s complaint,...
we researched her service history and found that she called in for repair on October 26, 2015. We were able to schedule service for October 29, 2015 and it was rescheduled and later cancelled by Ms. [redacted] on November 2, 2015. We apologize for any confusion and are happy to repair Ms. [redacted]’s freezer should she still require assistance.As for the food loss, Ms. [redacted] is not covered under any type of warranty or protection agreement and thus is not eligible for food loss. That being said, because we have addressed Ms. [redacted]’s concerns, we have closed our file.We apologize to Ms. [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]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
Complaint: [redacted]I am rejecting this response because: my decision is final as well. I have disputed this with my financial institution once again and Sears will receive a chargeback and the account in question has been closed.Sincerely,[redacted]
Sincerely,
[redacted]
December 30, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11004389 – Tim [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order experience...
and non-receipt of a refund. It is unfortunate that we failed Mr. [redacted]’s expectations and we can understand his frustration with the series of events detailed in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his order, we found that a refund of $106.49 was processed on December 20, 2015, back to his Visa account. For Mr. [redacted]’s records the return receipt number is [redacted]. While we are unable to offer the compensation Mr. [redacted] requested, we would like to offer a $20.00 gift card as a gesture of goodwill. If Mr. [redacted] would like to accept this offer, he may email [redacted].[redacted]@searshc.com to have the concession processed immediately. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. In the interim, we have noted Mr. [redacted]’s 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
February 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms[redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of her kmart.com layaway order. It is unfortunate that we failed Mrs. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that Mrs. [redacted] was assisted by our Social Media team and her order was delivered to her on January 4, 2016. In reference to Mrs. [redacted] request for a [redacted] gift card, unfortunately, we have the ability to issue Kmart and Sears gift cards only. Therefore, at this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 Mrs. [redacted] comments and an equitable 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] Regulatory Complaint Specialist [redacted]
Complaint: [redacted]
I am rejecting this response because: They have told me that I would be refunded before and it never happened. When I get confirmation that the refund has applied back to my credit card then I will accept the outcome.
Sincerely,
William [redacted]
November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] – [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her recent order of appliances.We would first like to apologize for...
the delay in
responding to this matter. After receiving the complaint filed, we have been in
direct contact with Ms. [redacted] and have corrected the initial issue in
ordering the appliances. We honored the original purchase amount that was
agreed upon with a previous online agent. Additionally, we issued a refund of
the installation fees for the microwave and dishwasher. We apologize again for the inconvenience Ms.
[redacted] has experienced and can assure that her concerns have been forwarded to
management for review so that future problems of this nature can be averted.
Finally, Ms. [redacted] currently has service scheduled for a technician to
evaluate the dishwasher on Tuesday November 10, 2015. We will follow the
service until completion. Should Ms. [redacted] have any questions or concerns,
she may contact me directly at [redacted] or via email at [redacted].[redacted]@searshc.com. In the
interim, we respectfully ask to have this matter closed, pending service
completion. 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 SpecialistSears Holdings Corporation
January 20, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the speculation on what an...
estimate might be and her request to have this speculation honored. We would first like to clarify that until a technician has examined the appliance, we cannot provide an accurate prediction of how much it might cost to repair the item. It is for this reason that we quote our minimum fee and explain that for that charge we will travel to the home and diagnose the problem. If our estimate is accepted then no other fee is due and if it is not accepted, then at least the minimum fee would be due. Sometimes we have customers that press our agents to provide even a ballpark number and apparently the agent [redacted] spoke to thought the labor (not parts) might be in the $150.00 range but this was only speculation. Since our technicians know that our customers will be responsible for the minimum fee if they decline our estimate, sometimes they will call before they come just to make sure the customer has a realistic view of what the potential charges could be. In that way, we do not upset our customers that might expect a less expensive repair and make them even more unhappy by having them pay a fee to hear this. In [redacted] case, the technician did this. It is always possible that there might have been a part that was not the icemaker that was causing the failure, but realistically if the ice maker itself was the problem, then he wanted to make sure she knew that it was a “core” part and as such, we do not do repair at the home; we replace them. The core is then sent out to be recycled or refurbished. In fact most refrigerator repairs would cost $300.00 or more, so the technician was giving at least an accurate picture as to how much it might cost to ensure [redacted] was prepared to pay that amount. Since she was not, the technician canceled out the call so that she was not out any monies to find out that she might have had an unrealistic expectation. We feel the cancelation of her service order so that she did not have to pay any fees to get this information was an equitable solution and we are unable to honor her request to receive service for completely speculative amount that the agent was pressed into giving without any technical knowledge. As this decision is commensurate to the circumstances, 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 ComplaintsDirect Line: [redacted]Email: [redacted]
November 18, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding the replacement of her built in oven.Upon receiving [redacted]...
complaint, we would like to apologize that her new range failed sooner than she anticipated. We would like to note that [redacted] has been speaking with our Customer Solutions team regarding her complaint and agreed to exchange her range and add a 20% product discount to which she accepted. Her new oven was delivered on October 27, 2015 and rung under salescheck# [redacted] in the amount of $215.21. That being said, because [redacted] agreed upon a comparable resolution, 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.[redacted]
May 6, 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 washer....
As clarification, [redacted] purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within 30 days from the date of purchase. If Samsung has determined that the unit is un-repairable, then [redacted] as the manufacturer and obligor of the warranty would need to replace the unit. Since we are unable to assist in this matter further, 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator. We apologize that Mr. [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 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 refrigerator on September 9, 2011, and the full manufacture warranty expired a year later on September 9, 2012. Mr. [redacted] also purchased a Sears Master Protection Agreement at the time of purchase giving him service coverage until November 9, 2015. Our records show the last service for Mr. [redacted] refrigerator was on July 22, 2015. We do show Mr. [redacted] called Sears on August 31, 2015 requesting a replacement for his refrigerator without any service to confirm he was still having issues and per the terms and conditions he did not qualify for a replacement at that time. We did set service on that date for service on September 5, 2015 but when our service technician arrived there was no one home for the service. On September 12, 2015 we cancelled the open service order due to no contact from Mr. Alvarado. Mr. [redacted] Master Protection agreement expired on November 9, 2015 and he choose not to renew it. To expect Sears to bear the repair expense associated with a product that is out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr. [redacted] while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairs. Since we have explained why we will not be replacing or refunding his refrigerator, we have closed our file. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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 request
for a...
refund for 2 [redacted] comforters he claims he returned in April of 2015.It is unfortunate that we failed [redacted]
expectations when he requested assistance with 2 [redacted] comforters he purchased
earlier this year. We value his patronage and can understand his frustration
with the events detailed in his complaint. We can assure [redacted] that his
concerns have been forwarded to management for review. With that having been said, our records
indicate that we received [redacted] complaint April 15, 2015. However, he did not include a sales receipt
or any information for the store where he completed his purchase. Therefore, we replied via email and asked him
to return to our Kmart store with his receipt to receive further assistance, as
returns are handled in our stores, but he did not respond. It might also be important to mention that
the [redacted] brand is not manufactured by Sears or Kmart, and as such any issues
concerning items that may be outside of our return period but still covered by
a [redacted] manufacturer’s warranty would be handled by contacting [redacted]
directly. At this time, we can only
reiterate that we regret any inconvenience [redacted] may have experienced. We respectfully ask to have this matter closed,
since we have noted [redacted] comments and no further resolution can be
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]
November 24,
2015[redacted]RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have
completed our investigation of [redacted] complaint regarding the installation
of her water heater. Unfortunately,...
it
seems [redacted] received two damaged units. We apologize for any inconvenience
she may have experienced as a result. While we are not able to reimburse any
consequential or incidental damages she may have incurred as a result, we have
issued a refund for half of the basic installation fee she paid as a courtesy.
This credit for $150.00 should reflect on her account within 3-5 business days.
According to [redacted] the contractor that performed the installation,
they inspected the unit on November 4, 2015 and found it to be sound. 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 SpecialistSears Holdings
Corporation[redacted]
April 26, 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 recent online order....
It is unfortunate that we failed [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint and 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 the notes in her order, we confirmed that all pieces of the order had been returned. Therefore, we have processed a full refund of $500.15 back to her [redacted] account ending in [redacted] For [redacted] records the return receipt number is [redacted]. Additionally, 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 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Carpet Cleaning. First, we would like to apologize to [redacted]...
[redacted] for failing his expectations in regard to a recent carpet cleaning. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely regret any inconvenience that we may have caused [redacted] Upon researching [redacted] concerns, we found that he was issued a full refund on March 25, 2016, by our escalated customer service group, Customer Solutions. We have included a copy of the refund receipt with this response for [redacted] records. With that said, since [redacted] has been provided with his requested resolution, and we have documented his concerns with Sears Carpet Cleaning, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
November 24, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted]
We have completed
our investigation of [redacted] rebuttal. Upon receipt of [redacted]
rebuttal, we found that he had been in contact with [redacted] in our
escalated complaint department. Ms. [redacted] was able to have the exchange
processed for the new microwave on November 18, 2015 with delivery set for
November 22, 2015. On November 23, 2015 [redacted] confirmed with Ms. [redacted]
that the delivery went well and he is no longer in need of assistance. If [redacted] has any questions he can contact Ms. [redacted] directly at [redacted] Since we have replaced [redacted] microwave and it is our understanding
that the resolution provided was acceptable to [redacted] we have closed our
case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Sears Holdings
Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: We are missing in their response that they replaced the ice maker on December 24th as well which failed as the technician at my house and me knew it would because the ice tray leans and can't be made to not lean. Then the second new ice maker was installed on January 9th which that technician also said he couldn't stop the ice tray from leaning. No water valve was replaced then and never has been. They took that part back with them as it's not the problem. Please note I was informed by Sears Protection Benefits on March 5th right after the technician left that I had only had 1 "product failure" and had to have 4 "product failures" before they would replace the fridge even though the part is a manufacturer default and unrepairable. Service technicians that have been out have admitted it cannot be fixed but cannot make the call that it is unfixable. That call needs to be made by someone at a phone center that hasn't even seen my fridge or the problem.... If what is promised eventually occurs then I will consider the case resolved but as of right now nothing is resolved and what I am being told here is not confirmed by their Protection Agreement Benefits department. If I can get a confirmation email from Sears Protection Benefits directly explaining and confirming that after the new ice maker is installed on March 19th for the third time if it continues to leaks in the days immediately after (which it will) then after a final visit and confirmation of this that I can receive a new refrigerator to replace this one. I do not consider it resolved honestly until it is resolved with a replacement as it cannot be fixed but I will accept and let close out the complaint if I can get verification in writing from the company and the Protection Agreements Benefits line can verify and confirm this. This is more than reasonable given the frustration and missed work I have had to go through. My email is [redacted] Thank you.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/12/30) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
December 30, 2014
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our Auto Centers.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], District Service Manager for District [redacted] who states the following:
There was some confusion on our end as far as what the warranty covered and [redacted] was mistakenly charged for labor during the visit to the Jacksonville store to address the brake issue. We had [redacted] other vehicle in the shop yesterday (December 26, 2014) and were able to refund the $167.00 she was clearly owed as well as apologized for the mix-up. As for the reimbursement she is looking for from her initial purchase we explained to her that that was an unreasonable request as all of those parts are not only operating properly now but without that purchase she would not have been able to receive the work in warranty that we have done to correct her issue her in Florida. That being said, because we have addressed [redacted]'s concerns, 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]
February 24, 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 his dissatisfaction with multiple...
pending charges for his cancelled sears.com order. It is unfortunate that we failed Mr. [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. Additionally, refunds of $227.17, $215.81, and $227.17 were issued to Mr. [redacted] credit account ending in [redacted]. Our records indicate that Mr. [redacted] filed a credit dispute with his credit provider; therefore, any invalid charges that may exist will be reversed by them and Mr. [redacted] will not see any further refunds directly from Sears for this order. 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 Mr. [redacted] comments and no further resolution can be offered considering the aforementioned circumstances. 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 [redacted]
March 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We...
have been notified that [redacted] filed an additional dispute and it was accepted on March 15, 2016. As a result, he now has both the merchandise and a refund, which is not a fair resolution from our point of view. Again, Jose clearly recalled seeing the return instructions that were included in the package and that they were brought to [redacted] attention. We reserve the right to dispute the conditional credit he has been given if we provide him with a return address to ship the ring back to the vendor and we agree to reimburse him for the shipping. We also may allow him to return the ring to the local store after all in order to put this matter to rest. If we can implement one of the aforementioned resolutions, we will be in touch. In the interim, [redacted] has his refund. 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]
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to diagnose his washer. [redacted] contacted Sears...
Home Services on April 13, 2016 reporting that his washer was not cleaning his clothes properly. Sears dispatched a technician to [redacted] home on April 15, 2016 to diagnose the washer. The washer was placed in test mode and its functionality was tested. The washer’s internal computer did not provide any fault codes, therefore working properly. The technician called into Sears Technical Assistance Center and spoke with a senior technician who concluded that since the no fault codes were reported, the washer was working as expected. Additionally the water was tested and no issues were noted. [redacted] has cancelled his Master Protection Agreement (MPA) and has been refunded in full for its purchase. It is important to note that the washer is covered by the manufacturers one year parts and labor warranty until May 26, 2016. Since the washer’s internal computer did not return any fault codes, we will not be replacing the washer. If [redacted] concerns continue, he can schedule another service call be calling [redacted] Since we have noted the results of our investigation, 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]
November 22, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding the repair of her freezer.Upon receiving Ms. [redacted]’s complaint,...
we researched her service history and found that she called in for repair on October 26, 2015. We were able to schedule service for October 29, 2015 and it was rescheduled and later cancelled by Ms. [redacted] on November 2, 2015. We apologize for any confusion and are happy to repair Ms. [redacted]’s freezer should she still require assistance.As for the food loss, Ms. [redacted] is not covered under any type of warranty or protection agreement and thus is not eligible for food loss. That being said, because we have addressed Ms. [redacted]’s concerns, we have closed our file.We apologize to Ms. [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]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
Complaint: [redacted]I am rejecting this response because: my decision is final as well. I have disputed this with my financial institution once again and Sears will receive a chargeback and the account in question has been closed.Sincerely,[redacted]
Sincerely,
[redacted]
December 30, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11004389 – Tim [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order experience...
and non-receipt of a refund. It is unfortunate that we failed Mr. [redacted]’s expectations and we can understand his frustration with the series of events detailed in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his order, we found that a refund of $106.49 was processed on December 20, 2015, back to his Visa account. For Mr. [redacted]’s records the return receipt number is [redacted]. While we are unable to offer the compensation Mr. [redacted] requested, we would like to offer a $20.00 gift card as a gesture of goodwill. If Mr. [redacted] would like to accept this offer, he may email [redacted].[redacted]@searshc.com to have the concession processed immediately. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. In the interim, we have noted Mr. [redacted]’s 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
February 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms[redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of her kmart.com layaway order. It is unfortunate that we failed Mrs. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that Mrs. [redacted] was assisted by our Social Media team and her order was delivered to her on January 4, 2016. In reference to Mrs. [redacted] request for a [redacted] gift card, unfortunately, we have the ability to issue Kmart and Sears gift cards only. Therefore, at this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 Mrs. [redacted] comments and an equitable 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] Regulatory Complaint Specialist [redacted]
Complaint: [redacted]
I am rejecting this response because: They have told me that I would be refunded before and it never happened. When I get confirmation that the refund has applied back to my credit card then I will accept the outcome.
Sincerely,
William [redacted]
November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] – [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her recent order of appliances.We would first like to apologize for...
the delay in
responding to this matter. After receiving the complaint filed, we have been in
direct contact with Ms. [redacted] and have corrected the initial issue in
ordering the appliances. We honored the original purchase amount that was
agreed upon with a previous online agent. Additionally, we issued a refund of
the installation fees for the microwave and dishwasher. We apologize again for the inconvenience Ms.
[redacted] has experienced and can assure that her concerns have been forwarded to
management for review so that future problems of this nature can be averted.
Finally, Ms. [redacted] currently has service scheduled for a technician to
evaluate the dishwasher on Tuesday November 10, 2015. We will follow the
service until completion. Should Ms. [redacted] have any questions or concerns,
she may contact me directly at [redacted] or via email at [redacted].[redacted]@searshc.com. In the
interim, we respectfully ask to have this matter closed, pending service
completion. 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 SpecialistSears Holdings Corporation
January 20, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the speculation on what an...
estimate might be and her request to have this speculation honored. We would first like to clarify that until a technician has examined the appliance, we cannot provide an accurate prediction of how much it might cost to repair the item. It is for this reason that we quote our minimum fee and explain that for that charge we will travel to the home and diagnose the problem. If our estimate is accepted then no other fee is due and if it is not accepted, then at least the minimum fee would be due. Sometimes we have customers that press our agents to provide even a ballpark number and apparently the agent [redacted] spoke to thought the labor (not parts) might be in the $150.00 range but this was only speculation. Since our technicians know that our customers will be responsible for the minimum fee if they decline our estimate, sometimes they will call before they come just to make sure the customer has a realistic view of what the potential charges could be. In that way, we do not upset our customers that might expect a less expensive repair and make them even more unhappy by having them pay a fee to hear this. In [redacted] case, the technician did this. It is always possible that there might have been a part that was not the icemaker that was causing the failure, but realistically if the ice maker itself was the problem, then he wanted to make sure she knew that it was a “core” part and as such, we do not do repair at the home; we replace them. The core is then sent out to be recycled or refurbished. In fact most refrigerator repairs would cost $300.00 or more, so the technician was giving at least an accurate picture as to how much it might cost to ensure [redacted] was prepared to pay that amount. Since she was not, the technician canceled out the call so that she was not out any monies to find out that she might have had an unrealistic expectation. We feel the cancelation of her service order so that she did not have to pay any fees to get this information was an equitable solution and we are unable to honor her request to receive service for completely speculative amount that the agent was pressed into giving without any technical knowledge. As this decision is commensurate to the circumstances, 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 ComplaintsDirect Line: [redacted]Email: [redacted]
November 18, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding the replacement of her built in oven.Upon receiving [redacted]...
complaint, we would like to apologize that her new range failed sooner than she anticipated. We would like to note that [redacted] has been speaking with our Customer Solutions team regarding her complaint and agreed to exchange her range and add a 20% product discount to which she accepted. Her new oven was delivered on October 27, 2015 and rung under salescheck# [redacted] in the amount of $215.21. That being said, because [redacted] agreed upon a comparable resolution, 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.[redacted]
May 6, 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 washer....
As clarification, [redacted] purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within 30 days from the date of purchase. If Samsung has determined that the unit is un-repairable, then [redacted] as the manufacturer and obligor of the warranty would need to replace the unit. Since we are unable to assist in this matter further, 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator. We apologize that Mr. [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 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 refrigerator on September 9, 2011, and the full manufacture warranty expired a year later on September 9, 2012. Mr. [redacted] also purchased a Sears Master Protection Agreement at the time of purchase giving him service coverage until November 9, 2015. Our records show the last service for Mr. [redacted] refrigerator was on July 22, 2015. We do show Mr. [redacted] called Sears on August 31, 2015 requesting a replacement for his refrigerator without any service to confirm he was still having issues and per the terms and conditions he did not qualify for a replacement at that time. We did set service on that date for service on September 5, 2015 but when our service technician arrived there was no one home for the service. On September 12, 2015 we cancelled the open service order due to no contact from Mr. Alvarado. Mr. [redacted] Master Protection agreement expired on November 9, 2015 and he choose not to renew it. To expect Sears to bear the repair expense associated with a product that is out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr. [redacted] while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairs. Since we have explained why we will not be replacing or refunding his refrigerator, we have closed our file. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]