November 5, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted]’ complaint regarding her dissatisfaction
with Sears Home...
Services.First,
we would like to apologize to [redacted] for failing her expectations in regard
to the repair of her washer. Additionally,
we would like to assure [redacted] that we appreciate her valuable feedback, as
we do not take these matters lightly. While several repair attempts were made to
[redacted]’ washer, the unit was approved for replacement on November 2,
2015. Our records show that [redacted]
reselected on November 3, 2015, and received the new washer on November 4,
2015. In addition to replacing [redacted]
washer, we have processed a request for laundry reimbursement for customer
satisfaction. [redacted] should receive
a check for $100.00 within the next two weeks. With that said, since we have provided
[redacted] with an equitable resolution, and documented her concerns with the
repair process, we ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal regarding Sears Home Services and repairs to her washer. I spoke with Mr. [redacted], who it is important to note is not a Sears Holdings Associate; he is the owner of the local Sears Hometown Store franchise in Foley. Mr. [redacted] is bound by his sales agreement with Sears Hometown Outlet Stores and is not able to provide Ms. [redacted] with a washer at no charge. That said, we feel it is important to remind Ms. [redacted] that her washer was provided to her with a one year warranty, which expired on January 8, 2015. Ms. [redacted] was eligible to return her washer for a refund for a period of 30 days; we are 11 months past that timeframe. Lastly, we reiterate that we have processed a refund to fully refund Ms. [redacted] the funds paid to Sears Home Services since we were unable to repair her washer. Since we have provided our response and stance on Ms. [redacted]’s rebuttal, we ask that this complaint remain closed. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: 10969239
I am rejecting this response because: That is not an acceptable response. The brand new $250 battery still will not hold a chargeand still showing as "BAD BATTERY" on the charger. I will never buy another Sears product and my complaint against Sears will stand as unresolved with your untruthful and unacceptable response.
Sincerely,
Ronald [redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted]s’
rebuttal. According to our records, the gift cards were
re-issued on October 29, 2015 and [redacted]s was advised that it can take
7-10 business days to arrive. This notice was posted on November 1, 2015, which means
not enough time had elapsed for their arrival. In light of the aforementioned information,
we respectfully ask that this matter remain closed. 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]
Initial Business Response /* (1000, 5, 2015/03/19) */
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding a credit he...
has been waiting for from Sears Outlet.
[redacted] Assistant Manager of our Woodbridge location, provided the following response:
After receiving and reviewing [redacted] complaint, I contacted him to discuss his concerns. That said, a credit in the amount of $150.00 was processed and is referenced by sales check [redacted]. Typically a consumer can expect a credit to post to their account within 3-5 business days. Since we have provided our response to [redacted] complaint and have provided him with his desired resolution, 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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
March 29, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for...
a dishwasher service call. [redacted] is correct that all consumers should only owe $59.00 for service unless they have accepted our estimate to charge above that. In [redacted] case, we thought it was unlikely that he had agreed to pay $85.00 more to have our technician flip the switch to turn the power on to the dishwasher. Due to this we have processed a refund for $85.00 and this is being sent to [redacted] as a mailed bank check going to the same address listed on this complaint; he should receive it within the next 2-3 weeks. If he has not received the check by April 19, 2016, then he is welcome to contact me for further assistance. In the interim, since we have provided [redacted] with his requested 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. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
December 10, 2015Nita [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: # 10963806 – Gerald F [redacted]Dear Ms. [redacted]:We have not fully completed our investigation of Mr. [redacted]‘s complaint regarding the his dissatisfaction with the quality of the...
dishwasher he purchased and the problems he encountered when he attempted to return the unit for a refund.We apologize for the delay in responding to this complaint. We forwarded this matter to the Hometown Store Manager and District Manager to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to come to a decision. In the interim, should Mr. [redacted] have any questions, she may contact me directly at [redacted].We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] L Allen #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and a service call to repair her [redacted] laundry...
center. Within her complaint Ms. [redacted] alleges that the Sears laundry technician dispatched to her home to repair her laundry center damaged it. The complaint goes on to state that the technician suggested Ms. [redacted] turn off the power to the unit "for safety reasons" until the unit was repaired. She continues and says that the real reason is because they didn't want me to know about the damage they did. Ms. [redacted] alleges that the technician shorted out the wiring to the washer, this is not the case. It is important to advise Ms. [redacted] that it is a safe practice to remove power when servicing an electrical appliance. Unplugging the power cords is the normal way, but if there is no access or if it is hard to access the cords, then flipping the breaker to turn the power off should be done for safety reasons. These [redacted] units are unique with having separate cords for the washer and dryer; they have a 120v power cord for the washer and a 240v volt power cord for the dryer. When Ms. [redacted] called Sears for service, the dryer was not running. The technician diagnosed that the dryer needed a new belt, motor and blower wheel. Since the technician followed protocol by turning off the power to her appliance before servicing it, and Ms. [redacted] has no proof that he caused any damage to her washer, we will not be refunding the trip/diagnostic charge. Accordingly, we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]@searshc.com
Complaint: 11000914
I am rejecting this response because:I found that the Revdex.com can not protect me against the wrong and damage that was done by Sears. The year warranty was never an issue. I paid for service, damage was done. Following the 'chain of command' I have tried to resolve with Revdex.com and will proceed. Respectfully, Judith Ann [redacted]
May 25, 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 recent visit to her local store. We have spoken with our third party company that handles our store liquidation process and they provided the following response: In regard to Mr. [redacted] claim that prices were raised or that the ''bait and switch'' tactics were used, we never increase prices going into a liquidation sale. Prior to the start of the sale the store is locked into a category where no price changes are sent to the store from corporate like all of the others locations that are not being remodeled or closed. From that point on, discounts are recommended based on the remaining inventory on hand and gradually increased in percentage. These discounts are taken off of the price that was in effect when the store began the liquidation process. There is a sign posted at the store noting that the location is undergoing liquidation and as a result, they would not be participating in any current advertised sales. It is possible that the advertised sale Ms. [redacted] mentions may have ended up being less at this time due to the fact that it may have been on sale and currently, the percentage off of the regular price may not be as great as the sale price. However, that percentage will increase with time if the item remains unsold. There was another item Ms. [redacted] was interested in and when it rang up for more than she thought it was selling for, we went to find the other items like it. It turned out that it had been set down in the wrong place; likely by another consumer who lost interest in the item. When Ms. [redacted] got to the checkout line, she started to raise her voice to the cashier and she was trying to get her to honor the incorrect price for the item that had been set down in the wrong place. When she declined to this, Ms. [redacted] became verbally disruptive and she threw her items down on the counter. At that point in time, she was asked to leave the premises. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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 Complaint Specialist Sears Holdings Corporation [redacted]
December 14, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint
regarding his dissatisfaction that he was unable to return...
an item to Kmart
without a receipt.As clarification, our return policy clearly states that
a receipt is required for any refund or exchange. This information is available
in the store upon request and is posted on our website so that the purchaser is
aware of our policies. For those customers that do not want to worry about
trying to retain receipts, we do have a benefit under our Shop Your Way Rewards
program (SYWR) whereby members only have to give their membership information
to have their receipt pulled up. This is because we are able to access and find
it in our system quickly under their membership number. This is a nice back up
to have since our policy specifically states:REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT
RECEIPT. If Mr. [redacted] does not have his receipt, and did not
make his purchase with a credit card with which we could search our system, or
under our SYWR program where we could search with the membership number, then
we are unable to assist him. As we are only abiding by our return policy and it
was Mr. [redacted] responsibility to familiarize himself with this before he
made a purchase, 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:I
have been forced to seek service elsewhere and I do appreciate your attempt to
send someone else and not apologizing for the previous incident (THANK YOU). I
am very disappointed in the fact that your response does not only not
acknowledge the service that was not provided but also that you have not made
mention about follow up with those involved and/or processes to ensure it
doesn't happen to someone else. This would include those in the call center and
the tech that was sent.
Sincerely,
[redacted]
May 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her service experience for her lawn mower....
Our service department found that Ms. [redacted]’s mower had very dirty oil, a cracked engine with additional internal engine damage, damage to the bottom sump, this is the bottom cover of the oil reservoir, as well as a bent blade. This damage is indicative of a mower that has hit a solid object while in use. In case Ms. [redacted] was unaware, it is fairly common occurrences to have internal engine damage caused by having the blade make contact with something other than grass. This can include tree roots, curbs, concrete, rocks, and even the ground if it is hard enough. In addition, improper maintenance or grass buildup under the deck of the mower can also cause damage. All manufacturers specifically mention in their manuals all precautions that should be taken before mowing grass. No mower is designed to withstand a moving part coming into sudden contact with a hard object, though it is possible to be fortunate at times and sustain no damage. In all instances of damage due to hitting a solid object, it is categorized as customer misuse. It is an industry standard that any customer abuse or misuse, is not covered under any warranties. Ms. [redacted] was informed of our finding on May 5, 2016 and that repairs would not be covered under the Repair Protection Agreement or the manufactures warranty. She was provided with contact information on cancelling her RPA since this no longer has value to her as it is our understanding Ms. [redacted] is not going to have the mower repaired. That being said, we understand that Ms. [redacted] had purchased a riding lawn tractor form Sears on April 14, 2016 for customer satisfaction reasons we did offer to refund her 15% of the purchase price of the riding tractor which she agreed to. This was processed on May 10, 2016 and a check in the amount of $132.97 has been processed and is being mailed to the address we have on file. Since it is our understanding that the resolution offered was acceptable to Ms. [redacted] we have closed our case. We apologize to Ms. [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] L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted].L.[redacted]@searshc.com
January 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Larry [redacted] - # 11021318 Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction...
with the rescheduling of service for his washer by Sears Home Services. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. Although our office just received this complaint, our records show that the washer was repaired several months ago on August 29, 2015. Furthermore, no additional service has been requested since this repair was completed. Unfortunately, there are times when a repair will need to be rescheduled due to unforeseen circumstances, such a technician not being able to complete all the calls on his route because of an unexpected lengthy repair or because a technician’s route was inadvertently overbooked, as in Mr. [redacted]’s case. Admittedly, we did not provide Mr. [redacted] with the level of customer service he expected or we strive to provide. Mr. [redacted] has our assurance that we have documented that our scheduling process did not meet with his expectations and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives. Lastly, we forwarded Mr. [redacted]’s valuable feedback to the service unit manager to give him the opportunity to review his concerns as well. We are hopeful that these measures will prevent further issues such as this from occurring. With that said, since Mr. [redacted]’s concerns have been documented and the repair to his washer completed, we ask to have this matter closed. Again, we apologize to Mr. [redacted] for this issue and we appreciate the opportunity to address this matter. . Sincerely, Melissa [redacted] Regulatory Complaints Specialist
May 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the...
investigation of Mr. [redacted] complaint regarding a contract he purchased recently. We apologize for any misunderstanding. We do not have a process in pace to provide in home service for stereo receivers. Our technicians do not have the training or parts available to do such work. We want to assure Mr. [redacted] that the error will be addressed with the employee he spoke with. In the meantime, Mr. [redacted] has two options available to him. He may keep the contract, but he will have to drop the item off at his closest store to be sent off for repair. If Mr. [redacted] chooses to keep the contract in place, I would be willing to send him a $20.00 gift card in the interest of consumer satisfaction. The second option is that we can cancel his contract and provide him with a refund. Should Mr. [redacted] wish to accept one of the aforementioned offers, he may email me at the address listed below. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:It was not a call taker that quoted me the price. I called the local Sear Hhome Repair directly at [redacted]. They put me on hold and spoke with a repair tech/manager (or so they said) then quoted me the price and said I could book online. It was with that quote that I then booked online. I never spoke with a scheduler or call taker on the main [redacted] number, so the script referenced is irrelevant.And while the confirmation email referenced a trip charge, I only made the appointment based on the quote provided by Sears. This was either a mistake or an intentional mis-quote, but either way I should not be responsible for the action it led to - booking a repair appointment with an incorrect understanding of the price based upon information provided by Sears.
Sincerely,
[redacted]
November
25, 2015RevDex.com[redacted]330
North Wabash Ave. - Ste. 2006Chicago,
IL 60611Our
File No: [redacted]Revdex.com
File No: [redacted]Via: Revdex.com website[redacted]
This
letter serves to confirm that Sears Home Improvement Products (SHIP) has been
in...
contact with [redacted] In
corresponding with our Seattle office they advised me that our technicians have
attempted different remedies. The
technicians have replaced the thermostatic expansion valves (TXV), the indoor
coil and outdoor a/c unit and these services did not work. In
speaking to [redacted] he requested we pay for an alternate company to do air
flow testing. [redacted] had suggested [redacted] with whom his father-in-law is employed. In speaking to S[redacted], [redacted]
was advised they would charge $89 for a diagnostic check and will also give a
quote for any recommended repairs. I did
advise [redacted] SHIP would be willing to pay the $89 for the diagnostic
check. However, S[redacted] advised
they could not test the unit at this time as the outdoor temperature has to be
above 50 degrees. [redacted] and I agreed that I would close my file for now and reopen it in
March. At that time, SHIP will either
have expert [redacted] Inc. or S[redacted] inspect and test the unit. Once that is done we will go forward to make
necessary corrections.We
respectfully request that you close your file. Thank you for your time, effort and patience during the investigation
process. If you have any questions or
concerns, please contact me directly at [redacted]Sincerely,[redacted]SHIP/HI
Regulatory Complaint Specialist [redacted]
A
Complaint: 10887355
I am rejecting this response because:
I never received anything back from Sears. No credit nothing . Not 200 not 280 not a rental nothing
Sincerely,
Mark [redacted]
March 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have reviewed [redacted] rebuttal complaint to the previous response provided regarding the online order which was refunded. We have reviewed [redacted] rebuttal and we do not find that she has brought any new information to her complaint. As clarification, we reached out to (DCC) Sears’ Detail Control Center to verify the refunds that were issued. DCC reviewed the account in our merchant service site and confirmed that the credit of $35.94 was in fact posted with reference number [redacted] assigned to it. Additionally, the credit of $2.13 posted with reference number [redacted]. While we understand that she may remain dissatisfied with this response, we are unable to grant her request for another refund. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In [redacted] case we do apologize if we failed her expectations, but we feel the full refund that was provided on December 7, 2015, is relative to the circumstances and our decision is final. At this point, [redacted] will need to contact her financial institution and provide them with the reference number aforementioned above. 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
November 5, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted]’ complaint regarding her dissatisfaction
with Sears Home...
Services.First,
we would like to apologize to [redacted] for failing her expectations in regard
to the repair of her washer. Additionally,
we would like to assure [redacted] that we appreciate her valuable feedback, as
we do not take these matters lightly. While several repair attempts were made to
[redacted]’ washer, the unit was approved for replacement on November 2,
2015. Our records show that [redacted]
reselected on November 3, 2015, and received the new washer on November 4,
2015. In addition to replacing [redacted]
washer, we have processed a request for laundry reimbursement for customer
satisfaction. [redacted] should receive
a check for $100.00 within the next two weeks. With that said, since we have provided
[redacted] with an equitable resolution, and documented her concerns with the
repair process, we ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal regarding Sears Home Services and repairs to her washer. I spoke with Mr. [redacted], who it is important to note is not a Sears Holdings Associate; he is the owner of the local Sears Hometown Store franchise in Foley. Mr. [redacted] is bound by his sales agreement with Sears Hometown Outlet Stores and is not able to provide Ms. [redacted] with a washer at no charge. That said, we feel it is important to remind Ms. [redacted] that her washer was provided to her with a one year warranty, which expired on January 8, 2015. Ms. [redacted] was eligible to return her washer for a refund for a period of 30 days; we are 11 months past that timeframe. Lastly, we reiterate that we have processed a refund to fully refund Ms. [redacted] the funds paid to Sears Home Services since we were unable to repair her washer. Since we have provided our response and stance on Ms. [redacted]’s rebuttal, we ask that this complaint remain closed. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: 10969239
I am rejecting this response because: That is not an acceptable response. The brand new $250 battery still will not hold a chargeand still showing as "BAD BATTERY" on the charger. I will never buy another Sears product and my complaint against Sears will stand as unresolved with your untruthful and unacceptable response.
Sincerely,
Ronald [redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted]s’
rebuttal. According to our records, the gift cards were
re-issued on October 29, 2015 and [redacted]s was advised that it can take
7-10 business days to arrive. This notice was posted on November 1, 2015, which means
not enough time had elapsed for their arrival. In light of the aforementioned information,
we respectfully ask that this matter remain closed. 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]
Initial Business Response /* (1000, 5, 2015/03/19) */
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding a credit he...
has been waiting for from Sears Outlet.
[redacted] Assistant Manager of our Woodbridge location, provided the following response:
After receiving and reviewing [redacted] complaint, I contacted him to discuss his concerns. That said, a credit in the amount of $150.00 was processed and is referenced by sales check [redacted]. Typically a consumer can expect a credit to post to their account within 3-5 business days. Since we have provided our response to [redacted] complaint and have provided him with his desired resolution, 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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: 10962623
I am rejecting this response because:
Sincerely,
Paige [redacted]
March 29, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for...
a dishwasher service call. [redacted] is correct that all consumers should only owe $59.00 for service unless they have accepted our estimate to charge above that. In [redacted] case, we thought it was unlikely that he had agreed to pay $85.00 more to have our technician flip the switch to turn the power on to the dishwasher. Due to this we have processed a refund for $85.00 and this is being sent to [redacted] as a mailed bank check going to the same address listed on this complaint; he should receive it within the next 2-3 weeks. If he has not received the check by April 19, 2016, then he is welcome to contact me for further assistance. In the interim, since we have provided [redacted] with his requested 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. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
December 10, 2015Nita [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: # 10963806 – Gerald F [redacted]Dear Ms. [redacted]:We have not fully completed our investigation of Mr. [redacted]‘s complaint regarding the his dissatisfaction with the quality of the...
dishwasher he purchased and the problems he encountered when he attempted to return the unit for a refund.We apologize for the delay in responding to this complaint. We forwarded this matter to the Hometown Store Manager and District Manager to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to come to a decision. In the interim, should Mr. [redacted] have any questions, she may contact me directly at [redacted].We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] L Allen #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and a service call to repair her [redacted] laundry...
center. Within her complaint Ms. [redacted] alleges that the Sears laundry technician dispatched to her home to repair her laundry center damaged it. The complaint goes on to state that the technician suggested Ms. [redacted] turn off the power to the unit "for safety reasons" until the unit was repaired. She continues and says that the real reason is because they didn't want me to know about the damage they did. Ms. [redacted] alleges that the technician shorted out the wiring to the washer, this is not the case. It is important to advise Ms. [redacted] that it is a safe practice to remove power when servicing an electrical appliance. Unplugging the power cords is the normal way, but if there is no access or if it is hard to access the cords, then flipping the breaker to turn the power off should be done for safety reasons. These [redacted] units are unique with having separate cords for the washer and dryer; they have a 120v power cord for the washer and a 240v volt power cord for the dryer. When Ms. [redacted] called Sears for service, the dryer was not running. The technician diagnosed that the dryer needed a new belt, motor and blower wheel. Since the technician followed protocol by turning off the power to her appliance before servicing it, and Ms. [redacted] has no proof that he caused any damage to her washer, we will not be refunding the trip/diagnostic charge. Accordingly, we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]@searshc.com
Complaint: 11000914
I am rejecting this response because:I found that the Revdex.com can not protect me against the wrong and damage that was done by Sears. The year warranty was never an issue. I paid for service, damage was done. Following the 'chain of command' I have tried to resolve with Revdex.com and will proceed. Respectfully, Judith Ann [redacted]
May 25, 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 recent visit to her local store. We have spoken with our third party company that handles our store liquidation process and they provided the following response: In regard to Mr. [redacted] claim that prices were raised or that the ''bait and switch'' tactics were used, we never increase prices going into a liquidation sale. Prior to the start of the sale the store is locked into a category where no price changes are sent to the store from corporate like all of the others locations that are not being remodeled or closed. From that point on, discounts are recommended based on the remaining inventory on hand and gradually increased in percentage. These discounts are taken off of the price that was in effect when the store began the liquidation process. There is a sign posted at the store noting that the location is undergoing liquidation and as a result, they would not be participating in any current advertised sales. It is possible that the advertised sale Ms. [redacted] mentions may have ended up being less at this time due to the fact that it may have been on sale and currently, the percentage off of the regular price may not be as great as the sale price. However, that percentage will increase with time if the item remains unsold. There was another item Ms. [redacted] was interested in and when it rang up for more than she thought it was selling for, we went to find the other items like it. It turned out that it had been set down in the wrong place; likely by another consumer who lost interest in the item. When Ms. [redacted] got to the checkout line, she started to raise her voice to the cashier and she was trying to get her to honor the incorrect price for the item that had been set down in the wrong place. When she declined to this, Ms. [redacted] became verbally disruptive and she threw her items down on the counter. At that point in time, she was asked to leave the premises. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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 Complaint Specialist Sears Holdings Corporation [redacted]
December 14, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint
regarding his dissatisfaction that he was unable to return...
an item to Kmart
without a receipt.As clarification, our return policy clearly states that
a receipt is required for any refund or exchange. This information is available
in the store upon request and is posted on our website so that the purchaser is
aware of our policies. For those customers that do not want to worry about
trying to retain receipts, we do have a benefit under our Shop Your Way Rewards
program (SYWR) whereby members only have to give their membership information
to have their receipt pulled up. This is because we are able to access and find
it in our system quickly under their membership number. This is a nice back up
to have since our policy specifically states:REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT
RECEIPT. If Mr. [redacted] does not have his receipt, and did not
make his purchase with a credit card with which we could search our system, or
under our SYWR program where we could search with the membership number, then
we are unable to assist him. As we are only abiding by our return policy and it
was Mr. [redacted] responsibility to familiarize himself with this before he
made a purchase, 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:I
have been forced to seek service elsewhere and I do appreciate your attempt to
send someone else and not apologizing for the previous incident (THANK YOU). I
am very disappointed in the fact that your response does not only not
acknowledge the service that was not provided but also that you have not made
mention about follow up with those involved and/or processes to ensure it
doesn't happen to someone else. This would include those in the call center and
the tech that was sent.
Sincerely,
[redacted]
May 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her service experience for her lawn mower....
Our service department found that Ms. [redacted]’s mower had very dirty oil, a cracked engine with additional internal engine damage, damage to the bottom sump, this is the bottom cover of the oil reservoir, as well as a bent blade. This damage is indicative of a mower that has hit a solid object while in use. In case Ms. [redacted] was unaware, it is fairly common occurrences to have internal engine damage caused by having the blade make contact with something other than grass. This can include tree roots, curbs, concrete, rocks, and even the ground if it is hard enough. In addition, improper maintenance or grass buildup under the deck of the mower can also cause damage. All manufacturers specifically mention in their manuals all precautions that should be taken before mowing grass. No mower is designed to withstand a moving part coming into sudden contact with a hard object, though it is possible to be fortunate at times and sustain no damage. In all instances of damage due to hitting a solid object, it is categorized as customer misuse. It is an industry standard that any customer abuse or misuse, is not covered under any warranties. Ms. [redacted] was informed of our finding on May 5, 2016 and that repairs would not be covered under the Repair Protection Agreement or the manufactures warranty. She was provided with contact information on cancelling her RPA since this no longer has value to her as it is our understanding Ms. [redacted] is not going to have the mower repaired. That being said, we understand that Ms. [redacted] had purchased a riding lawn tractor form Sears on April 14, 2016 for customer satisfaction reasons we did offer to refund her 15% of the purchase price of the riding tractor which she agreed to. This was processed on May 10, 2016 and a check in the amount of $132.97 has been processed and is being mailed to the address we have on file. Since it is our understanding that the resolution offered was acceptable to Ms. [redacted] we have closed our case. We apologize to Ms. [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] L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted].L.[redacted]@searshc.com
January 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Larry [redacted] - # 11021318 Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction...
with the rescheduling of service for his washer by Sears Home Services. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. Although our office just received this complaint, our records show that the washer was repaired several months ago on August 29, 2015. Furthermore, no additional service has been requested since this repair was completed. Unfortunately, there are times when a repair will need to be rescheduled due to unforeseen circumstances, such a technician not being able to complete all the calls on his route because of an unexpected lengthy repair or because a technician’s route was inadvertently overbooked, as in Mr. [redacted]’s case. Admittedly, we did not provide Mr. [redacted] with the level of customer service he expected or we strive to provide. Mr. [redacted] has our assurance that we have documented that our scheduling process did not meet with his expectations and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives. Lastly, we forwarded Mr. [redacted]’s valuable feedback to the service unit manager to give him the opportunity to review his concerns as well. We are hopeful that these measures will prevent further issues such as this from occurring. With that said, since Mr. [redacted]’s concerns have been documented and the repair to his washer completed, we ask to have this matter closed. Again, we apologize to Mr. [redacted] for this issue and we appreciate the opportunity to address this matter. . Sincerely, Melissa [redacted] Regulatory Complaints Specialist
May 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the...
investigation of Mr. [redacted] complaint regarding a contract he purchased recently. We apologize for any misunderstanding. We do not have a process in pace to provide in home service for stereo receivers. Our technicians do not have the training or parts available to do such work. We want to assure Mr. [redacted] that the error will be addressed with the employee he spoke with. In the meantime, Mr. [redacted] has two options available to him. He may keep the contract, but he will have to drop the item off at his closest store to be sent off for repair. If Mr. [redacted] chooses to keep the contract in place, I would be willing to send him a $20.00 gift card in the interest of consumer satisfaction. The second option is that we can cancel his contract and provide him with a refund. Should Mr. [redacted] wish to accept one of the aforementioned offers, he may email me at the address listed below. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:It was not a call taker that quoted me the price. I called the local Sear Hhome Repair directly at [redacted]. They put me on hold and spoke with a repair tech/manager (or so they said) then quoted me the price and said I could book online. It was with that quote that I then booked online. I never spoke with a scheduler or call taker on the main [redacted] number, so the script referenced is irrelevant.And while the confirmation email referenced a trip charge, I only made the appointment based on the quote provided by Sears. This was either a mistake or an intentional mis-quote, but either way I should not be responsible for the action it led to - booking a repair appointment with an incorrect understanding of the price based upon information provided by Sears.
Sincerely,
[redacted]
November
25, 2015RevDex.com[redacted]330
North Wabash Ave. - Ste. 2006Chicago,
IL 60611Our
File No: [redacted]Revdex.com
File No: [redacted]Via: Revdex.com website[redacted]
This
letter serves to confirm that Sears Home Improvement Products (SHIP) has been
in...
contact with [redacted] In
corresponding with our Seattle office they advised me that our technicians have
attempted different remedies. The
technicians have replaced the thermostatic expansion valves (TXV), the indoor
coil and outdoor a/c unit and these services did not work. In
speaking to [redacted] he requested we pay for an alternate company to do air
flow testing. [redacted] had suggested [redacted] with whom his father-in-law is employed. In speaking to S[redacted], [redacted]
was advised they would charge $89 for a diagnostic check and will also give a
quote for any recommended repairs. I did
advise [redacted] SHIP would be willing to pay the $89 for the diagnostic
check. However, S[redacted] advised
they could not test the unit at this time as the outdoor temperature has to be
above 50 degrees. [redacted] and I agreed that I would close my file for now and reopen it in
March. At that time, SHIP will either
have expert [redacted] Inc. or S[redacted] inspect and test the unit. Once that is done we will go forward to make
necessary corrections.We
respectfully request that you close your file. Thank you for your time, effort and patience during the investigation
process. If you have any questions or
concerns, please contact me directly at [redacted]Sincerely,[redacted]SHIP/HI
Regulatory Complaint Specialist [redacted]
A
Complaint: 10887355
I am rejecting this response because:
I never received anything back from Sears. No credit nothing . Not 200 not 280 not a rental nothing
Sincerely,
Mark [redacted]
March 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have reviewed [redacted] rebuttal complaint to the previous response provided regarding the online order which was refunded. We have reviewed [redacted] rebuttal and we do not find that she has brought any new information to her complaint. As clarification, we reached out to (DCC) Sears’ Detail Control Center to verify the refunds that were issued. DCC reviewed the account in our merchant service site and confirmed that the credit of $35.94 was in fact posted with reference number [redacted] assigned to it. Additionally, the credit of $2.13 posted with reference number [redacted]. While we understand that she may remain dissatisfied with this response, we are unable to grant her request for another refund. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In [redacted] case we do apologize if we failed her expectations, but we feel the full refund that was provided on December 7, 2015, is relative to the circumstances and our decision is final. At this point, [redacted] will need to contact her financial institution and provide them with the reference number aforementioned above. 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