Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Verna M [redacted]#11116677 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Service and repairs to her refrigerator. On February 4,...
2016, a Sears Home Services technician was dispatched to Ms. [redacted]’s home to diagnose and repair her refrigerator. The drain pan was repaired and the unit is not leaking any longer. Since the drain pan concerns have been addressed, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
December 15, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the repair date for her washer.Upon receiving [redacted]...
complaint, we would like to first apologize that she was scheduled for almost a month out. We are working to hire additional technicians in [redacted] area so as to not continue to encounter this issue going forward. We escalated her concerns and were able to get her sooner service for December 17, 2015. That being said, because we were able to provide [redacted] with sooner service, 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]
March 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the problems he encounters when he attempts to cash...
his checks at the Kmart Store. Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Mr. [redacted] complaint we reviewed the case notes related to his store experience. According to the notes, Case Manager Nancy [redacted] has been working with Mr. [redacted] regarding the check cashing issue. Ms. [redacted] reached out to [redacted] District Manager for Store [redacted] to assist with Mr. [redacted] complaint. Mr. [redacted] confirmed that he is aware of the complaint and it has been an intermittent issue. Mr. [redacted] has called National Customer Relations (NCR) when this happened with Mr. [redacted] present. NCR confirms that everything is ok; however, the registers won't read the check. Mr. [redacted] stated that the checks are being denied by the electronic check clearing house in Florida. The issue has nothing to do with the store or the associates, it is just the registers will not read the checks, this is a system issue and there is nothing that can be done when the registers don't sync. With that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr. [redacted] expectations. As a one-time courtesy due to the inconvenience, on February 24, 2016 Ms. [redacted] offered Mr. [redacted] 100,000 Shop Your Way Reward points and he accepted the offer; retail value of $100.00. Since we have addressed the issue brought forth in Mr. [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 27, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager for unit# [redacted] who states the following:
At the time [redacted] came in for credit, I explained to him that I would have to see the vehicle to verify the work because of warranty purposes and would need the old part to return for credit. I stated I was unable to go off what another shop was stating and that they may had reused the same axle but just replaced the seal. [redacted] stated the shop would charge him a core charge to get the axle back and I explained if that was the case, I had a core he could take to get the new part we had just replace back for us. He stated that they would no longer have it because it had been days since he had the work performed and I answered that his invoice had presented to me stated it had been the day before he was in Sears asking for credit. I again asked [redacted] for a chance to verify and if he would please try recovering the old part but he stated, "if that's how you want to play" and left.
Once again, talking to the customer over the phone today 04/22/2016, I went over the issue and asked if all other work performed was ok or if he was having any other issues. [redacted] stated all other work is correct and he is not having any issues. At this point I stated I would give him the benefit of the doubt and return him the credit he was asking for in the sum of $274.69 on what the other shop had concluded and stated they had replaced. I asked [redacted] if he were to ever have any issues with work performed in our shop to give us the opportunity to correct it and to call us before having any work performed at another shop to come to a resolution prior. This would not create doubt or confusion going forward and would also continue his warranty buy not having it voided for work performed in another shop. [redacted] accepted to first contact us on work perform by our shop if any issues were to arise in the future. I will be crediting [redacted] in the sum of $274.69 when he has a chance to come into the shop to pick up his credit. 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]
November 25, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed our investigation of [redacted] complaint
regarding his recent order. According to our records, the seller for...
[redacted]
merchandise, [redacted] issued a full refund on November 12, 2015. That refund should
be visible now. In light of the aforementioned information, we respectfully ask
that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity
to address this matter. Please feel free to contact me if you have any further
questions or concerns.Sincerely,[redacted]
November 19, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding her recent purchase at one of our Kmart stores. Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted] Store Manager of Kmart store# [redacted] who states the following:We have attached the Debit Card detail Report and the Canceled transaction that is in place. When I spoke to [redacted] the first time we showed her both the debit card detail report as well as all cancelled transactions for the date of purchase for our store. The reports stated that Kmart did not charge her card and the bank needed to lift the block on the amount in question. We told [redacted] that if her bank needed anything from us, they just need to contact us and we would provide any information they needed to get this resolved. I spoke with [redacted], Kmart manager, about her bring in the paper that had the banking details. She did not do this. He did do the same as I did, double checked the log and found the same thing I did, the transaction was never charged by us. He told her to do the same thing, that if the bank needed anything to fit the block on the amount, all they had to do was contact us. We both gave her the store’s information to get this resolved. We have no way at store level to credit a card without a valid receipt, which there is none to use. We both apologized to [redacted] multiple times. And if there was anything she needed from the store we would help her out. We had multiple transaction happen like this over a five day stretched as were having communication issues with the back office computer systems as ports had failed and this is the only transaction that we have heard that the bank has not lifted the block. The issue is with the bank and not Kmart as we tried everything we could do to help her. 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]
Complaint: [redacted]
I am rejecting this response because:I appreciate the reply, and really hope the business will make the process to be more transparent to the customer, when the item is removed or not ready for pickup.Also, the manipulation of time at the stores regarding the pickup time. Makes no sense to have a counter, if they stop it very early but you are still waiting 10, 15 minutes to receive your item (or the information that it disappeared!), and no $5 guarantee coupon after all that.I confirm I received the $19.98 back regarding the order [redacted] that was returned via [redacted]However, regarding the order [redacted], I think there was a typo in the refund, as I received "2,250" ($2.25) and not "22,500" ($22.50) as replied to Revdex.com.Below is a copy of the two entries in my Rewards account for your verification.November 11, 2015- 2,250 Bonus PointsFull transaction detailsMember Care Center AdjustmentNovember 11, 2015- 19,980 Bonus PointsFull transaction detailsMember Care Center AdjustmentThank you.Sincerely,
[redacted]
April 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. As...
clarification, our return policy specifically notes that a return or exchange would only be possible within 30 days from the date of purchase. However, we want to ensure that our consumers get what they ordered. As such, we have asked that the vendor send [redacted] more replacement parts, but ensure that there is extra packaging to protect them from further damage. [redacted] should receive that package shortly. When it has arrived and [redacted] has confirmed that the pieces are undamaged, we would like to discuss the matter further and he may contact me at the email address listed below then. Since we are unable to grant [redacted] request, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/01/12) */
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of...
[redacted] complaint about the cancellation of her layaway.
We recently encountered some system issues that caused some of our online layaway customers to receive inadvertent cancellation notices on their layaway contracts after they paid them off. This may have potentially caused the cancellation of some of the items ordered through online layaway. When the system error occurred, we released press statements apologizing to our customers affected by this online layaway issue. We would clarify that this issue was specific to layaway contracts online for ship-to-home and did not impact in-store layaways. Even prior to our receipt of any complaints directly from customers or from sources such as your agency, we were already in the process of contacting those customers that were affected and in most cases had already started working with them to resolve the issue. With that having been said, we found that not of the affected contracts and/or items were cancelled, and many consumers actually received most of the items they had placed on layaway online. We were able to find many of the undelivered items through our supply channels or other alternative sources and we made every effort to deliver them by Christmas if possible.
In [redacted] case, we contacted the team that handled these issues and they informed us that the Get Better Talking Mobile Cart was unavailable. Therefore, on December 18, 2015, they sent an eGift card in the amount of $55.00 to [redacted] via email as a good will gesture. Additionally, our records indicate that two separate refunds of $14.29 were issued to her [redacted] ending in[redacted], and a third refund of $28.55 was issued to her [redacted] account ending in [redacted] on December 9, 2014, for a total of the purchase price of $57.13. However, because [redacted] stated that she had not received any of these refunds, we reissued each of them on January 9, 2015. Should [redacted] have any questions or concerns regarding her refund or the gift card we sent, she may reply to our email or contact Regulatory Complaint Specialist [redacted] at [redacted] for assistance. Since an equitable resolution that we feel is commensurate to the circumstances has been provided, we have closed our file.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
[redacted]
December 4, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886744 – Julie
[redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the delay she encountered in trying to receive a...
television
that was supposed to be delivered to her local store for pick-up.Our records indicate that Shelby Tribble in our escalated,
executive complaint department assisted Ms. [redacted] with her concerns back
in October. Shelby was able to verify that while the television shipped out to
the store, it never arrived even though it appeared to have done so based on
the tracking. Once it was confirmed though that Ms. [redacted] had not received
it, Shelby arranged for a new one to be delivered to Ms. [redacted]’s
residence, and it was our understanding that this resolution met with her
approval. Therefore we have closed our file.We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Initial Business Response /* (1000, 13, 2015/01/23) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
January 23, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the dishwasher failed sooner than expected.
We apologize that [redacted] dishwasher failed to meet her 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.
We reviewed the service history on the dishwasher and the repairs listed have been minor repairs such as rollers on the basket and spray arm issues. According to the notes on the last repair in 2013, the tech indicated that the spray arm came off and he instructed [redacted] to be careful when loading the dishwasher. The manufacturer's warranty expired on November 1, 2011 and the protection agreement [redacted] purchased expired on November 3, 2012. With that being said, the request for a replacement dishwasher has been denied.
As a one-time courtesy, we offered to reimburse [redacted] up to $75 on the labor and she accepted. Service on the dishwasher was completed on January 21, 2015 and according to the technicians notes the door was not closing because the upper rack was not in the proper location. On January 23, 2015, we issued a reimbursement check for $67.99 and [redacted] should receive it via regular mail within 7 - 10 business days. In the interim, since the dishwasher has been repaired and the labor reimbursement is a resolution that met with [redacted] approval, 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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent order. ...
As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. The seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listings. Our Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual retune policies, which are accessible via a link on the page for the item. As such, we would not be required to honor Mr. [redacted] request. However, we are willing to consider granting it as a courtesy. At this time, we must verify the status of the dispute he allegedly claimed with his credit card company first, prior to issuing any sort of adjustment. Once this is done, we will contact Mr. [redacted] In the meantime, I may be reached via email at [redacted] during normal business hours if he has any other concerns. In closure, 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] Specialist, Regulatory Complaints [redacted]
Complaint: [redacted]
I am rejecting this response because:The response from Sears is not logical. Sears is attempting to confuse the issue by stating what work was performed at no cost with the issue at hand: which is that Sears mis-diagnosed the problem and replaced a very expensive component when it did not need to be replaced. The technician notes (which I have a copy of and can provide this "proof" if necessary) states that that the ice maker cycles but does not fill. From this statement two things are evident: 1) the ice maker functionality shows no signs of irregularity (i.e. it cycles as designed) and 2) water is not making its way to the ice maker.For a scenario where the ice maker was shown to be cycling, yet no water was observed to be flowing to the ice maker, the very first item that should have been checked was to ensure water was getting to the ice maker. The water line to the refrigerator should have been checked, the filter should have been checked, and the valve releasing water to the ice maker should have been checked. None of this was performed. Instead the technician took no time to perform any basic troubleshooting, and went straight to a diagnosis of the ice maker being faulty.I would ask Sears to explain the deduction that the ice maker was the cause without checking any of the more likely causes first. Or to explain this deduction without any sort of interrogation of the motherboard while the ice maker was connected. Was it because the ice maker was a much more expensive component? Sears' actions in this matter are of questionable integrity
Sincerely,
[redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Harshnil [redacted] # 10973762 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a
refrigerator purchased from the Sears Outlet in Clearwater. It
is our...
understanding that on Monday, December 7, 2015, the doors and power cord
on Mr. [redacted]’s refrigerator were swapped out by Nationwide Appliance. If there
are any additional concerns that Mr. [redacted] needs to have addressed, we ask that
he contact Amanda, the Assistant Store Manager by calling [redacted]. As
stated, since the doors and power cord were changed, we ask that this complaint
be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
November 5, 2015Revdex.com[redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611[redacted]Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Pursuant to the [redacted] complaint, the replacement unit has been installed. The final inspection with the county took place on 11/03/2015 and passed. I confirmed with [redacted] that there are no additional concerns at this time. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value the [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me directly at [redacted]Sincerely,[redacted]
Complaint: 11123028I am rejecting this response because:
First, please see the below copy and pasted response from Melissa [redacted]:
"While the 90-day service guarantee is not applicable to Mr. [redacted]’s current repair, we are willing to offer him a 20% service refund if he chooses to proceed with a repair through Sears Home Services. The refund would be processed once the repair has been completed. Mr. [redacted] is welcome to send an email to [redacted]@searshc.com if he would like to accept the discount and to initiate the refund process once the repair has been completed. In the interim, since a fair resolution has been proposed and the terms of the 90-day service guarantee clarified, we ask that this matter be closed."
Ms. [redacted] statement that Sears did not offer 20% is therefore clearly incorrect.
Secondly, I watched intently each and every action the technician did and what he told me and I will describe accordingly. He first removed the transition venting that connects the dryer itself to the steal duct work. He then showed me the inside of the transition duct work, which was stuffed with lint. Next, he reached up the duct work and pulled out more lint. He then told me that a chimney sweep would need to come and clean that. He said an alternative is to get an interior vent, which would avoid having to clean the main duct work.
And Ms. [redacted], I would like to point out that I represent dryer manufacturers involving product liability disputes, so please do not insult my intelligence by telling me that the technician said the venting was inadequate (which again, were that the case I think the prior maintenance visit should have pointed out regardless). I read through the manual and know exactly the type of venting required and how it should be installed. There were no issues with the venting and the only problem, as your technician stated, was that it needed cleaned. This is a problem that should have been addressed by the prior maintenance employee.
I also point out that the reason this all began is because when I tried to schedule two appointments, both times I took off of work only to find out that they had been "cancelled." The first time, they claimed I personally called back to say my dryer was working twenty (20) minutes later. The Sears representative later backtracked and said perhaps someone else had found out about the appointment and posed as me. Quite the diabolical scheme.
The second appointment, the Sears representative again asserted I called back soon after scheduling and said that I had decided to purchase a new dryer instead. Again, I informed them this was not possible and the likelihood of someone, somehow, finding out that I had a dryer maintenance appointment and wreaking havoc on it by making up excuses to cancel the appointment is ridiculous.
So now I have been lied to twice about my appointment being cancelled - by me - and here Ms. [redacted] has added two more lies on top. She first stated that 20% was not offered, and I have reproduced the direct evidence controverting that little fib, and second that the technician told me the venting was improper. If Ms. [redacted] would like to stick to that story despite my very clear description otherwise, I would like the technician interviewed and his statement put on a record to see what he says. Then we can determine what his final conclusion was.
Sincerely,Andrew [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service and replacement process of her Sears Appliance...
Warranty for her [redacted] wall oven. We would first like to point out that [redacted] (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted] contract. Upon receipt of Ms. [redacted] complaint we reached out to Cross Country who is the administrator of the Sears Appliance Warranty service plan. Cross Country is moving forward with the replacement process for Ms. [redacted] Thermador wall oven under the Terms and Conditions of the Sears Appliance Warranty. Section IV of the Terms and Conditions, General Exclusions and Limitations, Item 8 states: “This Agreement does not cover any of the following: repair or replacement of systems, appliances or components classified by the manufacturer as commercial-grade. In no event shall we be liable for claims in excess of $1,000 in the aggregate, per agreement term, per commercial-like or ultra-premium appliance including, without limitation, brand names such as Sub-zero, ** Monogram Series, Thermador, [redacted] and [redacted]” Ms. [redacted] has been in communication with CCHS and was provided with the approval information as well as the process for reimbursement. Ms. [redacted] requested her replacement options in writing and this was emailed to her on May 6, 2016. At this time the claim is pending Ms. [redacted] invoice to process the reimbursement for the replacement. If she needs additional assistance she need only contact CCHS directly at [redacted] Since Ms. [redacted] has been approved for a replacement under the Terms and Conditions of the Appliance Warranty and is pending Ms. [redacted] invoice to complete 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 16, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding his dissatisfaction with our customer service and
non-receipt of a...
refund for an incorrect item she received from kmart.com.It is unfortunate that we failed [redacted]
expectations when she recently placed an order with Kmart. We value her
patronage and can understand her frustration with the events detailed in her
letter. Her concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, we have revealed that we issued a refund of $21.07 to [redacted] ending in [redacted] on December 2, 2015. We did not require [redacted] to return the
item. At this time, we can only
reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us
the opportunity to provide her with a better example of the type of customer
service that we have built our reputation upon, but we would understand if this
is not possible. We respectfully ask to
have this matter closed since we have noted [redacted] comments and the
requested resolution has been provided. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist[redacted]
March 10, 2016 [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service...
and non-receipt of a refund for a cancelled sears.com layaway order. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we sent an email directly to [redacted] on February 25, 2016, to inform her that we issued a full refund of $486.83 in four separate credits to her [redacted] Account ending in [redacted]. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted [redacted] comments and the appropriate refund has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist[redacted]
November 17, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # Re: # [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she...
encountered with the installation of her replacement dishwasher. It is unfortunate that we failed [redacted] expectations when she recently scheduled a dishwasher installation. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced.Upon receipt of [redacted] complaint, we reached out to [redacted] Customer Service Represent with Installations, to assist with [redacted] complaint. [redacted] researched and confirmed that the contractor had returned the dishwasher and the credit for the dishwasher was issued back to [redacted] replacement authorization number. On November 1, 2015 [redacted] repurchased the dishwasher and [redacted] contacted our installation contractor to arrange an installation date. Installation of the dishwasher was scheduled for November 13, 2015. Regrettably, the contractor was unable to install the dishwasher again due to plumbing issues. We contacted [redacted] daughter, [redacted] on November 17, 2015 to discuss the installation issue. She confirmed that the installer informed her that the dishwasher she selected is designed with a side hook-up, and the plumbing in her house is set up for a bottom hook-up. This is considered a liability issue and the installer informed [redacted] that she would have to hire a plumber to change the plumbing for a side hook-up prior to installing the dishwasher. As clarification, the protection agreement will only cover standard installation and does not cover any additional plumbing. The installer also informed [redacted] that it is quite possible that the dishwasher will not fit in the space provided. [redacted] stated that she consulted a third party contractor in regards to the dishwasher. He informed her that he would provide her a quote for the plumbing issue and for the installation of the dishwasher as well. We informed [redacted] that she has two options at this point. We could resend our installation contractor to install the dishwasher once she has resolved the plumbing issue; or we could deliver the dishwasher and reimburse her up to $139.00 to hire a third party installation contractor. [redacted] stated that she is undecided at this time, but will contact us once she receives an estimate from her third party contractor.With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Verna M [redacted]#11116677 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Service and repairs to her refrigerator. On February 4,...
2016, a Sears Home Services technician was dispatched to Ms. [redacted]’s home to diagnose and repair her refrigerator. The drain pan was repaired and the unit is not leaking any longer. Since the drain pan concerns have been addressed, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
December 15, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the repair date for her washer.Upon receiving [redacted]...
complaint, we would like to first apologize that she was scheduled for almost a month out. We are working to hire additional technicians in [redacted] area so as to not continue to encounter this issue going forward. We escalated her concerns and were able to get her sooner service for December 17, 2015. That being said, because we were able to provide [redacted] with sooner service, 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]
March 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the problems he encounters when he attempts to cash...
his checks at the Kmart Store. Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Mr. [redacted] complaint we reviewed the case notes related to his store experience. According to the notes, Case Manager Nancy [redacted] has been working with Mr. [redacted] regarding the check cashing issue. Ms. [redacted] reached out to [redacted] District Manager for Store [redacted] to assist with Mr. [redacted] complaint. Mr. [redacted] confirmed that he is aware of the complaint and it has been an intermittent issue. Mr. [redacted] has called National Customer Relations (NCR) when this happened with Mr. [redacted] present. NCR confirms that everything is ok; however, the registers won't read the check. Mr. [redacted] stated that the checks are being denied by the electronic check clearing house in Florida. The issue has nothing to do with the store or the associates, it is just the registers will not read the checks, this is a system issue and there is nothing that can be done when the registers don't sync. With that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr. [redacted] expectations. As a one-time courtesy due to the inconvenience, on February 24, 2016 Ms. [redacted] offered Mr. [redacted] 100,000 Shop Your Way Reward points and he accepted the offer; retail value of $100.00. Since we have addressed the issue brought forth in Mr. [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 27, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager for unit# [redacted] who states the following:
At the time [redacted] came in for credit, I explained to him that I would have to see the vehicle to verify the work because of warranty purposes and would need the old part to return for credit. I stated I was unable to go off what another shop was stating and that they may had reused the same axle but just replaced the seal. [redacted] stated the shop would charge him a core charge to get the axle back and I explained if that was the case, I had a core he could take to get the new part we had just replace back for us. He stated that they would no longer have it because it had been days since he had the work performed and I answered that his invoice had presented to me stated it had been the day before he was in Sears asking for credit. I again asked [redacted] for a chance to verify and if he would please try recovering the old part but he stated, "if that's how you want to play" and left.
Once again, talking to the customer over the phone today 04/22/2016, I went over the issue and asked if all other work performed was ok or if he was having any other issues. [redacted] stated all other work is correct and he is not having any issues. At this point I stated I would give him the benefit of the doubt and return him the credit he was asking for in the sum of $274.69 on what the other shop had concluded and stated they had replaced. I asked [redacted] if he were to ever have any issues with work performed in our shop to give us the opportunity to correct it and to call us before having any work performed at another shop to come to a resolution prior. This would not create doubt or confusion going forward and would also continue his warranty buy not having it voided for work performed in another shop. [redacted] accepted to first contact us on work perform by our shop if any issues were to arise in the future. I will be crediting [redacted] in the sum of $274.69 when he has a chance to come into the shop to pick up his credit. 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]
November 25, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed our investigation of [redacted] complaint
regarding his recent order. According to our records, the seller for...
[redacted]
merchandise, [redacted] issued a full refund on November 12, 2015. That refund should
be visible now. In light of the aforementioned information, we respectfully ask
that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity
to address this matter. Please feel free to contact me if you have any further
questions or concerns.Sincerely,[redacted]
November 19, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding her recent purchase at one of our Kmart stores. Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted] Store Manager of Kmart store# [redacted] who states the following:We have attached the Debit Card detail Report and the Canceled transaction that is in place. When I spoke to [redacted] the first time we showed her both the debit card detail report as well as all cancelled transactions for the date of purchase for our store. The reports stated that Kmart did not charge her card and the bank needed to lift the block on the amount in question. We told [redacted] that if her bank needed anything from us, they just need to contact us and we would provide any information they needed to get this resolved. I spoke with [redacted], Kmart manager, about her bring in the paper that had the banking details. She did not do this. He did do the same as I did, double checked the log and found the same thing I did, the transaction was never charged by us. He told her to do the same thing, that if the bank needed anything to fit the block on the amount, all they had to do was contact us. We both gave her the store’s information to get this resolved. We have no way at store level to credit a card without a valid receipt, which there is none to use. We both apologized to [redacted] multiple times. And if there was anything she needed from the store we would help her out. We had multiple transaction happen like this over a five day stretched as were having communication issues with the back office computer systems as ports had failed and this is the only transaction that we have heard that the bank has not lifted the block. The issue is with the bank and not Kmart as we tried everything we could do to help her. 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]
Complaint: [redacted]
I am rejecting this response because:I appreciate the reply, and really hope the business will make the process to be more transparent to the customer, when the item is removed or not ready for pickup.Also, the manipulation of time at the stores regarding the pickup time. Makes no sense to have a counter, if they stop it very early but you are still waiting 10, 15 minutes to receive your item (or the information that it disappeared!), and no $5 guarantee coupon after all that.I confirm I received the $19.98 back regarding the order [redacted] that was returned via [redacted]However, regarding the order [redacted], I think there was a typo in the refund, as I received "2,250" ($2.25) and not "22,500" ($22.50) as replied to Revdex.com.Below is a copy of the two entries in my Rewards account for your verification.November 11, 2015- 2,250 Bonus PointsFull transaction detailsMember Care Center AdjustmentNovember 11, 2015- 19,980 Bonus PointsFull transaction detailsMember Care Center AdjustmentThank you.Sincerely,
[redacted]
April 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. As...
clarification, our return policy specifically notes that a return or exchange would only be possible within 30 days from the date of purchase. However, we want to ensure that our consumers get what they ordered. As such, we have asked that the vendor send [redacted] more replacement parts, but ensure that there is extra packaging to protect them from further damage. [redacted] should receive that package shortly. When it has arrived and [redacted] has confirmed that the pieces are undamaged, we would like to discuss the matter further and he may contact me at the email address listed below then. Since we are unable to grant [redacted] request, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/01/12) */
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of...
[redacted] complaint about the cancellation of her layaway.
We recently encountered some system issues that caused some of our online layaway customers to receive inadvertent cancellation notices on their layaway contracts after they paid them off. This may have potentially caused the cancellation of some of the items ordered through online layaway. When the system error occurred, we released press statements apologizing to our customers affected by this online layaway issue. We would clarify that this issue was specific to layaway contracts online for ship-to-home and did not impact in-store layaways. Even prior to our receipt of any complaints directly from customers or from sources such as your agency, we were already in the process of contacting those customers that were affected and in most cases had already started working with them to resolve the issue. With that having been said, we found that not of the affected contracts and/or items were cancelled, and many consumers actually received most of the items they had placed on layaway online. We were able to find many of the undelivered items through our supply channels or other alternative sources and we made every effort to deliver them by Christmas if possible.
In [redacted] case, we contacted the team that handled these issues and they informed us that the Get Better Talking Mobile Cart was unavailable. Therefore, on December 18, 2015, they sent an eGift card in the amount of $55.00 to [redacted] via email as a good will gesture. Additionally, our records indicate that two separate refunds of $14.29 were issued to her [redacted] ending in[redacted], and a third refund of $28.55 was issued to her [redacted] account ending in [redacted] on December 9, 2014, for a total of the purchase price of $57.13. However, because [redacted] stated that she had not received any of these refunds, we reissued each of them on January 9, 2015. Should [redacted] have any questions or concerns regarding her refund or the gift card we sent, she may reply to our email or contact Regulatory Complaint Specialist [redacted] at [redacted] for assistance. Since an equitable resolution that we feel is commensurate to the circumstances has been provided, we have closed our file.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
[redacted]
December 4, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886744 – Julie
[redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the delay she encountered in trying to receive a...
television
that was supposed to be delivered to her local store for pick-up.Our records indicate that Shelby Tribble in our escalated,
executive complaint department assisted Ms. [redacted] with her concerns back
in October. Shelby was able to verify that while the television shipped out to
the store, it never arrived even though it appeared to have done so based on
the tracking. Once it was confirmed though that Ms. [redacted] had not received
it, Shelby arranged for a new one to be delivered to Ms. [redacted]’s
residence, and it was our understanding that this resolution met with her
approval. Therefore we have closed our file.We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Initial Business Response /* (1000, 13, 2015/01/23) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
January 23, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the dishwasher failed sooner than expected.
We apologize that [redacted] dishwasher failed to meet her 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.
We reviewed the service history on the dishwasher and the repairs listed have been minor repairs such as rollers on the basket and spray arm issues. According to the notes on the last repair in 2013, the tech indicated that the spray arm came off and he instructed [redacted] to be careful when loading the dishwasher. The manufacturer's warranty expired on November 1, 2011 and the protection agreement [redacted] purchased expired on November 3, 2012. With that being said, the request for a replacement dishwasher has been denied.
As a one-time courtesy, we offered to reimburse [redacted] up to $75 on the labor and she accepted. Service on the dishwasher was completed on January 21, 2015 and according to the technicians notes the door was not closing because the upper rack was not in the proper location. On January 23, 2015, we issued a reimbursement check for $67.99 and [redacted] should receive it via regular mail within 7 - 10 business days. In the interim, since the dishwasher has been repaired and the labor reimbursement is a resolution that met with [redacted] approval, 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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent order. ...
As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. The seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listings. Our Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual retune policies, which are accessible via a link on the page for the item. As such, we would not be required to honor Mr. [redacted] request. However, we are willing to consider granting it as a courtesy. At this time, we must verify the status of the dispute he allegedly claimed with his credit card company first, prior to issuing any sort of adjustment. Once this is done, we will contact Mr. [redacted] In the meantime, I may be reached via email at [redacted] during normal business hours if he has any other concerns. In closure, 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] Specialist, Regulatory Complaints [redacted]
Complaint: [redacted]
I am rejecting this response because:The response from Sears is not logical. Sears is attempting to confuse the issue by stating what work was performed at no cost with the issue at hand: which is that Sears mis-diagnosed the problem and replaced a very expensive component when it did not need to be replaced. The technician notes (which I have a copy of and can provide this "proof" if necessary) states that that the ice maker cycles but does not fill. From this statement two things are evident: 1) the ice maker functionality shows no signs of irregularity (i.e. it cycles as designed) and 2) water is not making its way to the ice maker.For a scenario where the ice maker was shown to be cycling, yet no water was observed to be flowing to the ice maker, the very first item that should have been checked was to ensure water was getting to the ice maker. The water line to the refrigerator should have been checked, the filter should have been checked, and the valve releasing water to the ice maker should have been checked. None of this was performed. Instead the technician took no time to perform any basic troubleshooting, and went straight to a diagnosis of the ice maker being faulty.I would ask Sears to explain the deduction that the ice maker was the cause without checking any of the more likely causes first. Or to explain this deduction without any sort of interrogation of the motherboard while the ice maker was connected. Was it because the ice maker was a much more expensive component? Sears' actions in this matter are of questionable integrity
Sincerely,
[redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Harshnil [redacted] # 10973762 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a
refrigerator purchased from the Sears Outlet in Clearwater. It
is our...
understanding that on Monday, December 7, 2015, the doors and power cord
on Mr. [redacted]’s refrigerator were swapped out by Nationwide Appliance. If there
are any additional concerns that Mr. [redacted] needs to have addressed, we ask that
he contact Amanda, the Assistant Store Manager by calling [redacted]. As
stated, since the doors and power cord were changed, we ask that this complaint
be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
November 5, 2015Revdex.com[redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611[redacted]Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Pursuant to the [redacted] complaint, the replacement unit has been installed. The final inspection with the county took place on 11/03/2015 and passed. I confirmed with [redacted] that there are no additional concerns at this time. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value the [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me directly at [redacted]Sincerely,[redacted]
Complaint: 11123028I am rejecting this response because:
First, please see the below copy and pasted response from Melissa [redacted]:
"While the 90-day service guarantee is not applicable to Mr. [redacted]’s current repair, we are willing to offer him a 20% service refund if he chooses to proceed with a repair through Sears Home Services. The refund would be processed once the repair has been completed. Mr. [redacted] is welcome to send an email to [redacted]@searshc.com if he would like to accept the discount and to initiate the refund process once the repair has been completed. In the interim, since a fair resolution has been proposed and the terms of the 90-day service guarantee clarified, we ask that this matter be closed."
Ms. [redacted] statement that Sears did not offer 20% is therefore clearly incorrect.
Secondly, I watched intently each and every action the technician did and what he told me and I will describe accordingly. He first removed the transition venting that connects the dryer itself to the steal duct work. He then showed me the inside of the transition duct work, which was stuffed with lint. Next, he reached up the duct work and pulled out more lint. He then told me that a chimney sweep would need to come and clean that. He said an alternative is to get an interior vent, which would avoid having to clean the main duct work.
And Ms. [redacted], I would like to point out that I represent dryer manufacturers involving product liability disputes, so please do not insult my intelligence by telling me that the technician said the venting was inadequate (which again, were that the case I think the prior maintenance visit should have pointed out regardless). I read through the manual and know exactly the type of venting required and how it should be installed. There were no issues with the venting and the only problem, as your technician stated, was that it needed cleaned. This is a problem that should have been addressed by the prior maintenance employee.
I also point out that the reason this all began is because when I tried to schedule two appointments, both times I took off of work only to find out that they had been "cancelled." The first time, they claimed I personally called back to say my dryer was working twenty (20) minutes later. The Sears representative later backtracked and said perhaps someone else had found out about the appointment and posed as me. Quite the diabolical scheme.
The second appointment, the Sears representative again asserted I called back soon after scheduling and said that I had decided to purchase a new dryer instead. Again, I informed them this was not possible and the likelihood of someone, somehow, finding out that I had a dryer maintenance appointment and wreaking havoc on it by making up excuses to cancel the appointment is ridiculous.
So now I have been lied to twice about my appointment being cancelled - by me - and here Ms. [redacted] has added two more lies on top. She first stated that 20% was not offered, and I have reproduced the direct evidence controverting that little fib, and second that the technician told me the venting was improper. If Ms. [redacted] would like to stick to that story despite my very clear description otherwise, I would like the technician interviewed and his statement put on a record to see what he says. Then we can determine what his final conclusion was.
Sincerely,Andrew [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service and replacement process of her Sears Appliance...
Warranty for her [redacted] wall oven. We would first like to point out that [redacted] (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted] contract. Upon receipt of Ms. [redacted] complaint we reached out to Cross Country who is the administrator of the Sears Appliance Warranty service plan. Cross Country is moving forward with the replacement process for Ms. [redacted] Thermador wall oven under the Terms and Conditions of the Sears Appliance Warranty. Section IV of the Terms and Conditions, General Exclusions and Limitations, Item 8 states: “This Agreement does not cover any of the following: repair or replacement of systems, appliances or components classified by the manufacturer as commercial-grade. In no event shall we be liable for claims in excess of $1,000 in the aggregate, per agreement term, per commercial-like or ultra-premium appliance including, without limitation, brand names such as Sub-zero, ** Monogram Series, Thermador, [redacted] and [redacted]” Ms. [redacted] has been in communication with CCHS and was provided with the approval information as well as the process for reimbursement. Ms. [redacted] requested her replacement options in writing and this was emailed to her on May 6, 2016. At this time the claim is pending Ms. [redacted] invoice to process the reimbursement for the replacement. If she needs additional assistance she need only contact CCHS directly at [redacted] Since Ms. [redacted] has been approved for a replacement under the Terms and Conditions of the Appliance Warranty and is pending Ms. [redacted] invoice to complete 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 16, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding his dissatisfaction with our customer service and
non-receipt of a...
refund for an incorrect item she received from kmart.com.It is unfortunate that we failed [redacted]
expectations when she recently placed an order with Kmart. We value her
patronage and can understand her frustration with the events detailed in her
letter. Her concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, we have revealed that we issued a refund of $21.07 to [redacted] ending in [redacted] on December 2, 2015. We did not require [redacted] to return the
item. At this time, we can only
reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us
the opportunity to provide her with a better example of the type of customer
service that we have built our reputation upon, but we would understand if this
is not possible. We respectfully ask to
have this matter closed since we have noted [redacted] comments and the
requested resolution has been provided. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist[redacted]
March 10, 2016 [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service...
and non-receipt of a refund for a cancelled sears.com layaway order. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we sent an email directly to [redacted] on February 25, 2016, to inform her that we issued a full refund of $486.83 in four separate credits to her [redacted] Account ending in [redacted]. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted [redacted] comments and the appropriate refund has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist[redacted]
November 17, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # Re: # [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she...
encountered with the installation of her replacement dishwasher. It is unfortunate that we failed [redacted] expectations when she recently scheduled a dishwasher installation. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced.Upon receipt of [redacted] complaint, we reached out to [redacted] Customer Service Represent with Installations, to assist with [redacted] complaint. [redacted] researched and confirmed that the contractor had returned the dishwasher and the credit for the dishwasher was issued back to [redacted] replacement authorization number. On November 1, 2015 [redacted] repurchased the dishwasher and [redacted] contacted our installation contractor to arrange an installation date. Installation of the dishwasher was scheduled for November 13, 2015. Regrettably, the contractor was unable to install the dishwasher again due to plumbing issues. We contacted [redacted] daughter, [redacted] on November 17, 2015 to discuss the installation issue. She confirmed that the installer informed her that the dishwasher she selected is designed with a side hook-up, and the plumbing in her house is set up for a bottom hook-up. This is considered a liability issue and the installer informed [redacted] that she would have to hire a plumber to change the plumbing for a side hook-up prior to installing the dishwasher. As clarification, the protection agreement will only cover standard installation and does not cover any additional plumbing. The installer also informed [redacted] that it is quite possible that the dishwasher will not fit in the space provided. [redacted] stated that she consulted a third party contractor in regards to the dishwasher. He informed her that he would provide her a quote for the plumbing issue and for the installation of the dishwasher as well. We informed [redacted] that she has two options at this point. We could resend our installation contractor to install the dishwasher once she has resolved the plumbing issue; or we could deliver the dishwasher and reimburse her up to $139.00 to hire a third party installation contractor. [redacted] stated that she is undecided at this time, but will contact us once she receives an estimate from her third party contractor.With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.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]