[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding her experience with Sears.
We have response from both Sears Home...
Delivery and from the Burnsville Sears store related to [redacted] complaint.
[redacted], Assistant Operations Manager from the Burnsville Sears store provided the following response:
On October 23, 2015, I was able to resolve [redacted] complaint. That said, sales check #[redacted] references a credit in the amount of $139.99, which was processed back [redacted] card ending in [redacted]. Typically a consumer can expect a credit to post to a credit card account within 3-5 business days.
[redacted], Sears Delivery Solutions, Support Specialist provided the following response:
After confirming [redacted] email address, Sears Delivery Solutions processed a $65.00 Sears gift card, which will be emailed to her [redacted] email address. Typically a consumer will receive an electronic gift card within 3 business days. We feel it is important to note that there are times when an electronic gift card will end up in a consumers spam/junk mail box. We ask that [redacted] ensure she checks her spam/junk mail box. Since we have noted that we have processed the gift card and refund for the garage door opener installation, 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]
([redacted]
December 10, 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
rebuttal to our previous responses.We apologize if we were not clear before, but the button
in question is not a reset button. It is just a button that forces the unit to
go into an ice making cycle and it is used for diagnostic purposes only.
Sometimes it is referred to as the “fill” button or the “test” button. That is
why the manufacturer, which is not Sears by the way, does not mention the
function. It does however mention the on/off switch. Many times turning
something off and on, generally referred to as “rebooting”, works as a reset;
so if the ice maker was already in the on position, and Ms. [redacted] states the
technician turned it off and on, then that would be what reset it. Again, he
would only have pushed the unseen button to test out the ice maker. If there
was something more wrong with the ice maker, such as a bad valve, etc…then
either the test function would not have produced a cycle, or it might have
cycled once when pushed but would not have continued cycling. Regardless
though, Ms. [redacted] contracted our services to diagnose what was wrong with the
ice maker in her refrigerator, and we did this as it is now working. We also understand that Ms. [redacted] has filed a credit
card dispute. She should be aware that the card issuer will usually provide a
conditional credit but if we supply a copy of a signed receipt where she agreed
to the charges, then generally the chargeback will be declined and the charge
will go back on the account. We just want her to be aware of this in the event
that the refund from her card issuer turns out to not be official and the
refund is removed. With that said, we remain willing to provide the offered
$65.00 refund and if Ms. [redacted] reconsiders she can contact me via email or
phone to provide her credit card information so that we can issue a credit of
$65.00 in the event her chargeback is not upheld. This offer will be open for
the next 90 days after which time it will become null and void. In the interim,
since we remain willing to provide the partial refund that was already offered
and declined by Ms. [redacted], we have closed our file.We 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].[redacted]@searshc.com
May 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 his recent online order experience...
and request for a refund or substitute. It is unfortunate that we failed [redacted] expectations as we value his patronage. After reviewing the complaint we found that [redacted] had previously been in contact with Executive Member Services, Sears’ escalated complaint department. EMS processed a full refund of $289.85 back to his Shop Your Way Reward account on April 6, 2016, without a return of the merchandise. For [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since we have confirmed that a full refund has been provided, we 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
April 14, 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 she has brought any new information to her complaint. While we understand that she was dissatisfied our reply the fact remains that we have no record of any offeres made to [redacted] other than the service promise listed in the terms and conditions of her Master Protection agreement clearly states the service promise on page five (5): SERVICE PROMISE. In the event that we do not repair your Covered laundry, kitchen or HVAC Product on our first (1st) in-home repair attempt and you will be without the use of your Covered Product, we will provide you with a one time rental reimbursement or allowance up to $50 at our sole discretion. To file a claim go to [redacted]. Our records show that on February 25, 2016 an email was sent to [redacted] from our offline department emailed [redacted] the following email: [redacted] Thank you for contacting Sears Holdings Corporation. We thank you for allowing us the opportunity to assist you with your recent experience. If you have any further questions, please feel free to contact us by replying to this email or via phone. Please see below for the results of our research. Record Number: [redacted] Phone Number: [redacted] Research Request: Appointment Availability. Research Results: We apologize for the inconvenience caused. We would like to offer you $50.00 as service promised check/Laundry Reimbursement under service order [redacted] We request you to contact us after service completion for service promised check/Laundry Reimbursement. Sincerely, [redacted] Sears Member Services [redacted] Sears does not compensate for missed work or any other situations other than what is stipulated in the Master Protection Agreement. Since we have no records of any other offers made to [redacted] and since we have provided [redacted] the $50.00 service promise as is laid out under the terms and conditions of the Master Protection agreement and her washer is now in working order 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]
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Luis [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his allegation that...
damage was done to his vehicle during his recent visit to one of our auto centers.
Due to the nature of Mr. [redacted]’s concerns, we opened a claim with Sedgwick, our third-party claims adjuster. If Mr. [redacted] has any questions regarding his claim, he can contact his claims examiner, at [redacted]. As clarification, once the claimant has been assigned a claim number through Sedgwick, they provide an official response representing Sears. Sedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick’s actions; their decision on any claim is final. In the interim, since Mr. [redacted]’s issue is being handled through a standardized claim process with Sedgwick and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.
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.
Complaint: [redacted]
I am rejecting this response because: I have not received a full refund yet. I have responded to [redacted] as well via the email he gave in the response. Once this issue is resolved I will accept the response.
Sincerely,
[redacted]
The only thing wrong with the refrigerator was that it would not go into the defrost cycle. What ever the technician did to my refrigerator caused it to completely malfunction. The technician may have made a mistake and possibly did something wrong. It was functioning perfectly other than ice...
building up at the bottom of the refrigerator. In that case it is there responsibility to fix what ever he did wrong. I have spent many hours on the phone and [redacted] at Sears Brandon, Fl store spent 3 hours and spoke to 18 people. She told me to come back later and by then she should have it sorted out. I had her call the person who said that they would replace the refrigerator if the recall problem did not solve the issue. She had him on speaker phone while she spoke to him. He told her it would take 24-48 hours to get the service records. If after they fix the recall problem it still doesn't work then they would replace the unit. The service technician called my wife a week later and told her he had already fixed the recall problem. They either broke the refrigerator while they were fixing it. Or on 3/15 it failed not for the original problem but for a completely different one. Either way they are responsible for the refrigerator.
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 her allegation that our technician improperly serviced her washer which...
subsequently caused extensive damage. Upon receipt of [redacted] complaint we reviewed the notes on the service order and the case notes related to the washer repair. According to the notes, [redacted] has been working with [redacted] Customer Advocate with our Strategic Member Support. [redacted] reported that on March 3, 2016 we issued [redacted] two credits for the service refund; $143.64 and $431.15. On March 15, 2016 [redacted] confirmed that she had received both refunds. [redacted] also provided [redacted] the authorization information for a replacement washer. On March 16, 2016 [redacted] accepted the offer and she made a selection. The replacement washer is expected to be delivered on March 21, 2016. In the interim, 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]
We have completed the investigation of [redacted] complaint regarding receiving a refund for her gun safe.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Field Project Manager for Sears Hometown Stores who verified that [redacted] received a full refund for the safe. That being said, because we have provided [redacted] with her requested resolution, 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
December 8, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10957657 – Christopher [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction that his dishwasher failed...
sooner than he expected.We apologize that Mr. [redacted]’s 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]’s case, he purchased his dishwasher on August 16, 2016, and the manufacturer’s warranty expired a year after On August 27, 2014. With that said, an exchange would only have been an option while the unit was under its manufacturers’ warranty. Unfortunately, any repairs needed for the dishwasher would be at the cost of Mr. [redacted]. In the interim, since we are unable to honor Mr. [redacted]’s requested resolution as it is not an option available to him under the terms of his purchase, we have closed our file. Again, 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]@searshc.comEmail: Dana.[redacted]@searshc.com
December 15, 2015Nita [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL
60611Re: Cameryn
[redacted] - # [redacted]Dear Ms. [redacted],We have completed the
investigation of Ms. [redacted] complaint regarding her dissatisfaction with the
customer service at her...
Sears Parts and Repair Center.It is unfortunate that we
failed Ms. [redacted] expectations when she recently visited the Sears Parts
and Repair Center in Fort Worth, TX. We
value Ms. [redacted] patronage, but we can understand how the series of events
noted in her complaint may have exacerbated her frustrations. We regret that
this incident occurred, but we can assure Ms. [redacted] that her concerns have
been forwarded to management for review. Senior Store Manager Antonio Pasamonti spoke
with Ms. [redacted] in regard to her concerns and apologized for the problems
she experienced. Additionally, Mr.
Pasamonti advised Ms. [redacted] that she can return the part for a refund. She can either bring the part back to the
store, or if it is more convenient, she can mail the part. Once the part is received, a refund will be
issued. With that said, we hope that Ms.
[redacted] will allow us another opportunity in the future to provide her with a
better customer service experience. If Ms. [redacted] has any remaining
concerns, she may reach Mr. Pasamonti at the personal number he provided. In the interim, since it is our understanding
that Ms. [redacted] is satisfied with the outcome of her complaint, we ask to
have this matter closed.Again, we apologize to
Ms. [redacted] for this issue and appreciate the opportunity to address this
matter. . Sincerely, Melissa [redacted]Regulatory Complaints
Specialist
January 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted]’ complaint regarding her online order and...
non-receipt of a refund. It is unfortunate that we failed Ms. [redacted]’ expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes outlined in her order, we confirmed that a refund of $80.16 was processed on January 7, 2016. The credit should post to Ms. [redacted]’ account within 3 to 5 business days. For Ms. [redacted]’ records the return receipt number is [redacted] Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, since a refund has been provided and we have noted Ms. [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
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a tractor purchased from Sears. Sears has processed an in warranty...
exchange of [redacted] tractor. The new unit is scheduled to be delivered on Saturday, May 14, 2016. In the event that is not a convenient date, [redacted] can call our home delivery office at [redacted] and reschedule for a more convenient time. Since it is my understanding that Mr. [redacted] was satisfied with the actions taken by Sears to resolve his concerns, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
April 12, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
*
[redacted]
We have completed the investigation of [redacted] complaint regarding returning jewelry that she did not want.
Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of unit# [redacted] called [redacted] and discussed her concerns. It was agreed that she could come into the store and she could either exchange or return the ring. 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]
December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887280 – Anthony
[redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding his inability to receive a quote for a price over the...
phone
for a repair on his tractor. We apologize if Mr. [redacted] found it frustrating, but we
do not provide estimates over-the-phone. This is because until we can have a
trained technician assess the item, we really cannot make a diagnosis and without
a diagnosis we cannot quote an approximate repair sum. It looks like Mr. [redacted]
scheduled a repair with us anyway, and ironically enough it appears that a new
engine was not diagnosed as the problem and instead some exhaust valve/gaskets
were loose and after these were replaced and/or tightened, the issue was
resolved. So if we had given Mr. [redacted] an estimate over the phone it would have
been incorrect, which is why we do not provide this service. Again, 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
November 4, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding her dissatisfaction that she has not received the refund for her...
cancelled online order.We researched [redacted] online order [redacted] that she placed on October 7, 2015. She ordered a bottle of liquid detergent at $3.49 and a bottle of conditioner at $4.00; both items listed for store pick up. [redacted]s paid $7.49 using her Shop Your Way Reward (SYWR) points. However the bottle of conditioner was cancelled and she was only charged $3.49 worth of SYWR points (equivalent to 3490 points). We apologize that her order for the conditioner was cancelled and any inconvenience this may have caused [redacted]s. Regrettably, the store inventory had not been updated at the time [redacted]s placed her order. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. We want to assure [redacted]s that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. 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]s and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
Contact Name and Title: [redacted]
October 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed our investigation [redacted] complaint regarding her...
dissatisfaction with Sears Auto Center.
First, we would like to apologize to [redacted] for failing her expectations when she recently took her vehicle to Sears Auto Center for an alignment. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded [redacted] complaint to the District Service Manager to apprise him of her concerns.
On October 28, 2015, Auto Center Manager [redacted] responded that the repairs to [redacted] vehicle were completed; one day after it was brought into the auto center. [redacted] advised that he worked with the dealership and [redacted] Auto Parts to get the correct parts for her vehicle. [redacted] was not charged for any of the parts, labor or the alignment that she originally requested. [redacted] spoke with [redacted] yesterday afternoon and he indicated that he was pleased that the repairs were completed two days earlier than expected. Furthermore, he indicated that he and [redacted] were coming by the auto center later that evening to pick up the car. Since it is our understanding that the [redacted] are satisfied with the outcome of their complaint, we ask that this matter be closed.
Again, we apologize to Mr. and [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
January 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have comp**ted the investigation of Mr. [redacted] complaint regarding his recent online order and his...
dissatisfaction with the shipping process and delivery timeframes. We would first like to apologize for any inconvenience Mr. ** experienced. We can understand Mr. [redacted] frustration with the series of events detai**d in his complaint. Additionally, we can assure that his concerns have been forwarded to management for review so that future prob**ms of this nature can be averted. After researching the online order notes, we found that the product was ready for pickup on January 5, 2016.In addition, Sears Online Solutions issued a 10% adjustment on the order giving Mr. ** a refund of $39.71 to his [redacted] account and $0.19 was issued to his Shop Your Way Rewards account. We apologize again and hope Mr. ** will allow us another opportunity to provide him with a better examp** of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. P**ase feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding her experience with Sears.
We have response from both Sears Home...
Delivery and from the Burnsville Sears store related to [redacted] complaint.
[redacted], Assistant Operations Manager from the Burnsville Sears store provided the following response:
On October 23, 2015, I was able to resolve [redacted] complaint. That said, sales check #[redacted] references a credit in the amount of $139.99, which was processed back [redacted] card ending in [redacted]. Typically a consumer can expect a credit to post to a credit card account within 3-5 business days.
[redacted], Sears Delivery Solutions, Support Specialist provided the following response:
After confirming [redacted] email address, Sears Delivery Solutions processed a $65.00 Sears gift card, which will be emailed to her [redacted] email address. Typically a consumer will receive an electronic gift card within 3 business days. We feel it is important to note that there are times when an electronic gift card will end up in a consumers spam/junk mail box. We ask that [redacted] ensure she checks her spam/junk mail box. Since we have noted that we have processed the gift card and refund for the garage door opener installation, 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]
([redacted]
December 10, 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
rebuttal to our previous responses.We apologize if we were not clear before, but the button
in question is not a reset button. It is just a button that forces the unit to
go into an ice making cycle and it is used for diagnostic purposes only.
Sometimes it is referred to as the “fill” button or the “test” button. That is
why the manufacturer, which is not Sears by the way, does not mention the
function. It does however mention the on/off switch. Many times turning
something off and on, generally referred to as “rebooting”, works as a reset;
so if the ice maker was already in the on position, and Ms. [redacted] states the
technician turned it off and on, then that would be what reset it. Again, he
would only have pushed the unseen button to test out the ice maker. If there
was something more wrong with the ice maker, such as a bad valve, etc…then
either the test function would not have produced a cycle, or it might have
cycled once when pushed but would not have continued cycling. Regardless
though, Ms. [redacted] contracted our services to diagnose what was wrong with the
ice maker in her refrigerator, and we did this as it is now working. We also understand that Ms. [redacted] has filed a credit
card dispute. She should be aware that the card issuer will usually provide a
conditional credit but if we supply a copy of a signed receipt where she agreed
to the charges, then generally the chargeback will be declined and the charge
will go back on the account. We just want her to be aware of this in the event
that the refund from her card issuer turns out to not be official and the
refund is removed. With that said, we remain willing to provide the offered
$65.00 refund and if Ms. [redacted] reconsiders she can contact me via email or
phone to provide her credit card information so that we can issue a credit of
$65.00 in the event her chargeback is not upheld. This offer will be open for
the next 90 days after which time it will become null and void. In the interim,
since we remain willing to provide the partial refund that was already offered
and declined by Ms. [redacted], we have closed our file.We 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].[redacted]@searshc.com
May 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 his recent online order experience...
and request for a refund or substitute. It is unfortunate that we failed [redacted] expectations as we value his patronage. After reviewing the complaint we found that [redacted] had previously been in contact with Executive Member Services, Sears’ escalated complaint department. EMS processed a full refund of $289.85 back to his Shop Your Way Reward account on April 6, 2016, without a return of the merchandise. For [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since we have confirmed that a full refund has been provided, we 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
April 14, 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 she has brought any new information to her complaint. While we understand that she was dissatisfied our reply the fact remains that we have no record of any offeres made to [redacted] other than the service promise listed in the terms and conditions of her Master Protection agreement clearly states the service promise on page five (5): SERVICE PROMISE. In the event that we do not repair your Covered laundry, kitchen or HVAC Product on our first (1st) in-home repair attempt and you will be without the use of your Covered Product, we will provide you with a one time rental reimbursement or allowance up to $50 at our sole discretion. To file a claim go to [redacted]. Our records show that on February 25, 2016 an email was sent to [redacted] from our offline department emailed [redacted] the following email: [redacted] Thank you for contacting Sears Holdings Corporation. We thank you for allowing us the opportunity to assist you with your recent experience. If you have any further questions, please feel free to contact us by replying to this email or via phone. Please see below for the results of our research. Record Number: [redacted] Phone Number: [redacted] Research Request: Appointment Availability. Research Results: We apologize for the inconvenience caused. We would like to offer you $50.00 as service promised check/Laundry Reimbursement under service order [redacted] We request you to contact us after service completion for service promised check/Laundry Reimbursement. Sincerely, [redacted] Sears Member Services [redacted] Sears does not compensate for missed work or any other situations other than what is stipulated in the Master Protection Agreement. Since we have no records of any other offers made to [redacted] and since we have provided [redacted] the $50.00 service promise as is laid out under the terms and conditions of the Master Protection agreement and her washer is now in working order 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]
February 16, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Luis [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his allegation that...
damage was done to his vehicle during his recent visit to one of our auto centers.
Due to the nature of Mr. [redacted]’s concerns, we opened a claim with Sedgwick, our third-party claims adjuster. If Mr. [redacted] has any questions regarding his claim, he can contact his claims examiner, at [redacted]. As clarification, once the claimant has been assigned a claim number through Sedgwick, they provide an official response representing Sears. Sedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick’s actions; their decision on any claim is final. In the interim, since Mr. [redacted]’s issue is being handled through a standardized claim process with Sedgwick and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.
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]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I have not received a full refund yet. I have responded to [redacted] as well via the email he gave in the response. Once this issue is resolved I will accept the response.
Sincerely,
[redacted]
The only thing wrong with the refrigerator was that it would not go into the defrost cycle. What ever the technician did to my refrigerator caused it to completely malfunction. The technician may have made a mistake and possibly did something wrong. It was functioning perfectly other than ice...
building up at the bottom of the refrigerator. In that case it is there responsibility to fix what ever he did wrong. I have spent many hours on the phone and [redacted] at Sears Brandon, Fl store spent 3 hours and spoke to 18 people. She told me to come back later and by then she should have it sorted out. I had her call the person who said that they would replace the refrigerator if the recall problem did not solve the issue. She had him on speaker phone while she spoke to him. He told her it would take 24-48 hours to get the service records. If after they fix the recall problem it still doesn't work then they would replace the unit. The service technician called my wife a week later and told her he had already fixed the recall problem. They either broke the refrigerator while they were fixing it. Or on 3/15 it failed not for the original problem but for a completely different one. Either way they are responsible for the refrigerator.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: No action taken by business
Sincerely,
Ronald M[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 her allegation that our technician improperly serviced her washer which...
subsequently caused extensive damage. Upon receipt of [redacted] complaint we reviewed the notes on the service order and the case notes related to the washer repair. According to the notes, [redacted] has been working with [redacted] Customer Advocate with our Strategic Member Support. [redacted] reported that on March 3, 2016 we issued [redacted] two credits for the service refund; $143.64 and $431.15. On March 15, 2016 [redacted] confirmed that she had received both refunds. [redacted] also provided [redacted] the authorization information for a replacement washer. On March 16, 2016 [redacted] accepted the offer and she made a selection. The replacement washer is expected to be delivered on March 21, 2016. In the interim, 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]
Initial Business Response /* (1000, 8, 2015/01/15) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
January 14,...
2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding receiving a refund for her gun safe.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Field Project Manager for Sears Hometown Stores who verified that [redacted] received a full refund for the safe. That being said, because we have provided [redacted] with her requested resolution, 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
December 8, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10957657 – Christopher [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction that his dishwasher failed...
sooner than he expected.We apologize that Mr. [redacted]’s 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]’s case, he purchased his dishwasher on August 16, 2016, and the manufacturer’s warranty expired a year after On August 27, 2014. With that said, an exchange would only have been an option while the unit was under its manufacturers’ warranty. Unfortunately, any repairs needed for the dishwasher would be at the cost of Mr. [redacted]. In the interim, since we are unable to honor Mr. [redacted]’s requested resolution as it is not an option available to him under the terms of his purchase, we have closed our file. Again, 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]@searshc.comEmail: Dana.[redacted]@searshc.com
December 15, 2015Nita [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL
60611Re: Cameryn
[redacted] - # [redacted]Dear Ms. [redacted],We have completed the
investigation of Ms. [redacted] complaint regarding her dissatisfaction with the
customer service at her...
Sears Parts and Repair Center.It is unfortunate that we
failed Ms. [redacted] expectations when she recently visited the Sears Parts
and Repair Center in Fort Worth, TX. We
value Ms. [redacted] patronage, but we can understand how the series of events
noted in her complaint may have exacerbated her frustrations. We regret that
this incident occurred, but we can assure Ms. [redacted] that her concerns have
been forwarded to management for review. Senior Store Manager Antonio Pasamonti spoke
with Ms. [redacted] in regard to her concerns and apologized for the problems
she experienced. Additionally, Mr.
Pasamonti advised Ms. [redacted] that she can return the part for a refund. She can either bring the part back to the
store, or if it is more convenient, she can mail the part. Once the part is received, a refund will be
issued. With that said, we hope that Ms.
[redacted] will allow us another opportunity in the future to provide her with a
better customer service experience. If Ms. [redacted] has any remaining
concerns, she may reach Mr. Pasamonti at the personal number he provided. In the interim, since it is our understanding
that Ms. [redacted] is satisfied with the outcome of her complaint, we ask to
have this matter closed.Again, we apologize to
Ms. [redacted] for this issue and appreciate the opportunity to address this
matter. . Sincerely, Melissa [redacted]Regulatory Complaints
Specialist
January 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted]’ complaint regarding her online order and...
non-receipt of a refund. It is unfortunate that we failed Ms. [redacted]’ expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes outlined in her order, we confirmed that a refund of $80.16 was processed on January 7, 2016. The credit should post to Ms. [redacted]’ account within 3 to 5 business days. For Ms. [redacted]’ records the return receipt number is [redacted] Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, since a refund has been provided and we have noted Ms. [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
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a tractor purchased from Sears. Sears has processed an in warranty...
exchange of [redacted] tractor. The new unit is scheduled to be delivered on Saturday, May 14, 2016. In the event that is not a convenient date, [redacted] can call our home delivery office at [redacted] and reschedule for a more convenient time. Since it is my understanding that Mr. [redacted] was satisfied with the actions taken by Sears to resolve his concerns, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
April 12, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
*
[redacted]
We have completed the investigation of [redacted] complaint regarding returning jewelry that she did not want.
Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of unit# [redacted] called [redacted] and discussed her concerns. It was agreed that she could come into the store and she could either exchange or return the ring. 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]
December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887280 – Anthony
[redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding his inability to receive a quote for a price over the...
phone
for a repair on his tractor. We apologize if Mr. [redacted] found it frustrating, but we
do not provide estimates over-the-phone. This is because until we can have a
trained technician assess the item, we really cannot make a diagnosis and without
a diagnosis we cannot quote an approximate repair sum. It looks like Mr. [redacted]
scheduled a repair with us anyway, and ironically enough it appears that a new
engine was not diagnosed as the problem and instead some exhaust valve/gaskets
were loose and after these were replaced and/or tightened, the issue was
resolved. So if we had given Mr. [redacted] an estimate over the phone it would have
been incorrect, which is why we do not provide this service. Again, 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
November 4, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding her dissatisfaction that she has not received the refund for her...
cancelled online order.We researched [redacted] online order [redacted] that she placed on October 7, 2015. She ordered a bottle of liquid detergent at $3.49 and a bottle of conditioner at $4.00; both items listed for store pick up. [redacted]s paid $7.49 using her Shop Your Way Reward (SYWR) points. However the bottle of conditioner was cancelled and she was only charged $3.49 worth of SYWR points (equivalent to 3490 points). We apologize that her order for the conditioner was cancelled and any inconvenience this may have caused [redacted]s. Regrettably, the store inventory had not been updated at the time [redacted]s placed her order. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. We want to assure [redacted]s that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. 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]s and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
Contact Name and Title: [redacted]
October 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed our investigation [redacted] complaint regarding her...
dissatisfaction with Sears Auto Center.
First, we would like to apologize to [redacted] for failing her expectations when she recently took her vehicle to Sears Auto Center for an alignment. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded [redacted] complaint to the District Service Manager to apprise him of her concerns.
On October 28, 2015, Auto Center Manager [redacted] responded that the repairs to [redacted] vehicle were completed; one day after it was brought into the auto center. [redacted] advised that he worked with the dealership and [redacted] Auto Parts to get the correct parts for her vehicle. [redacted] was not charged for any of the parts, labor or the alignment that she originally requested. [redacted] spoke with [redacted] yesterday afternoon and he indicated that he was pleased that the repairs were completed two days earlier than expected. Furthermore, he indicated that he and [redacted] were coming by the auto center later that evening to pick up the car. Since it is our understanding that the [redacted] are satisfied with the outcome of their complaint, we ask that this matter be closed.
Again, we apologize to Mr. and [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
January 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have comp**ted the investigation of Mr. [redacted] complaint regarding his recent online order and his...
dissatisfaction with the shipping process and delivery timeframes. We would first like to apologize for any inconvenience Mr. ** experienced. We can understand Mr. [redacted] frustration with the series of events detai**d in his complaint. Additionally, we can assure that his concerns have been forwarded to management for review so that future prob**ms of this nature can be averted. After researching the online order notes, we found that the product was ready for pickup on January 5, 2016.In addition, Sears Online Solutions issued a 10% adjustment on the order giving Mr. ** a refund of $39.71 to his [redacted] account and $0.19 was issued to his Shop Your Way Rewards account. We apologize again and hope Mr. ** will allow us another opportunity to provide him with a better examp** of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. P**ase feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation