[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Garage Solutions and the installation of her garage door opener. [redacted],...
Sears Garage Solutions, Support Specialist provided the following
response:The
local franchisee has informed our office that they have resolved [redacted]
complaint to her satisfaction. We were informed that the garage door opener was
installed on November 5, 2015. Additionally, we were advised that the local
office provided Ms. [redacted] with a $25.00 discount. If I can be of any
additional assistance to Ms. [redacted], she can reach me at [redacted]. Since we
have noted our response to [redacted] complaint, 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 SpecialistSears
Holdings Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: Why would I want 10% off a higher priced item from the lower price I had originally saw minus the 10%?? The 10%that was fallacy. Then to be lied to again about getting a $50 gift card. I feel that $50 gift card should be honored. I have already taken my business to a better more reputable company for the 700 dollar item.
Sincerely,
[redacted]
November
17, 2015[redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear
[redacted]We have
completed our investigation of [redacted] complaint regarding the service on her
Pressure Washer.After
reviewing and investigation...
of the service history and discussing the issue
with our service department we have authorized a replacement of the pressure
washer in the amount of $379.99. [redacted] had been informed of this offer and has
been provided with the necessary information for the replacement. If [redacted]
is still in need of assistance she can contact the service unit directly at
[redacted] Since it was our understanding that this resolution met with [redacted] approval, we have closed our file.We
apologize to [redacted] on behalf of Sears Holdings Corporation and we
appreciate the opportunity to address this matter. Please feel free to
contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears
Holdings Corporation[redacted]
January 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer...
service and non-receipt of a discount for her sears.com order. It is unfortunate that we failed Ms. [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. We have reviewed our records and although we did not find that any of our agents offered Ms. [redacted] a discount of 25%, we did confirm that she received 15% off apparel and free shipping on her items due to her Shop Your Way Max membership. This resulted in a savings of $28.08 for Ms. [redacted] Additionally, we revealed that Ms. [redacted] was provided with a refund of $6.10 after informing our agent that there were still shipping charges on her order. However, we were unable to confirm the charge she referred to. At this time, it appears that Ms. [redacted] orders are complete and correct. As such, 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 Ms. [redacted] comments and the an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November 23, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886203 –
Suzanne [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’
complaint regarding her request to be refunded for a payment to her...
handyman
after she returned an oven to us that she said was the wrong size.We would first note that if the oven was the wrong size,
then her handyman would surely not have installed it, in which case any monies
due to him would be minimal at best. Additionally, when an offer was made to
reimburse the expense of the handyman it was predicated on the assumption that
Ms. [redacted] would be keeping the oven in which case we would have given her a
discount off of the oven equal to the amount of the bill. In the end though,
Ms. [redacted] did not keep the oven and we were only able to refund her in full;
we were not able to refund her more monies than what she paid. As an
alternative, our delivery group offered her a $200.00 gift card and when Ms.
[redacted] accepted this on September 26, 2015, it was subsequently issued. Since
Ms. [redacted] accepted that alternate resolution, 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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Leonard [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding fraudulent activities on gift cards he purchased. On...
receipt of Mr. [redacted]’s complaint we forwarded the information to our Loss Prevention management team and Mr. [redacted] was contacted by Craig Kisner our Director of [redacted]. It is against Sears’s policy to release any of the requested information to any non-law enforcement personnel. Therefore Mr. Kisner has requested Mr. [redacted] have the FBI agent assigned to his case contact our Law Enforcement department at [redacted]@searshc.com and we would be happy to assist further. Since we have addressed Mr. [redacted]’s issue and provided the appropriate contact information for the law enforcement agency to contact we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: SEars is really good about side stepping the issue1) there was nothing mentioned of the 50.00 gift card.I will accept the offer once the mention of the 50.00 gift card is in there or they can bump up the offer from 425 to 475 this way we dont have to keep waiting on a gift card that will never come.... since the last time I was offered the gift card again it has never come yet again
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: It has been found that the dog hair present (which isn't excessive by any means) was not the cause of the leak. Additionally, a technician was sent out on the 12th first thing in the morning and left within five minutes of being there after being very rude to me. A secondary technician was sent out that afternoon, which caused me to wait for two entire days for this to be checked out.
Sincerely,
[redacted]
April 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the problems with service provided on her washer and her request for sooner...
service for additional service. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer repair. 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. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of [redacted] complaint we reached out to [redacted] Territory Member Advocate Supervisor, to assist with [redacted] concern. [redacted] reviewed the service order and confirmed that service for the washer was set for April 26, 2016. She discovered that due to a system glitch, the order was indicating the service date as April 23, 2016. We apologize that this led to misinformation when [redacted] called to confirm her appointment. We would like to clarify that a manual service order was submitted to our routing department and a technician was in fact scheduled for April 26, 2016. Unfortunately, customer service is unable to view manual service orders and the note regarding the manual order was over-looked when [redacted] called in. On April 25, 2016, [redacted] contacted [redacted] and informed him that service was set for April 26, 2016 and was set as the technician’s first stop of the day. According to the technician’s notes, the washer repair has been completed. We attempted to follow up after the service was completed but we were unable to make contact. As for [redacted] request for reimbursement of the remainder of her protection agreement, she can call [redacted] to cancel the protection agreement on the washer. Our contract department will provide [redacted] cancellation details and the qualified prorated amount refund. With that being said, since the washer has been repaired, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 15, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Lashonda N. [redacted]
- # 10953363Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s complaint regarding Sears Home Services.Upon researching Ms.
[redacted]’s...
concerns, we found several notes in her most recent service orders
indicating that the technicians were being subjected to profanity and harassment
from her husband. One service order was
actually closed by the Technical Manager and noted to not permit further service. As clarification, while Ms. [redacted] carries
a Master Protection Agreement (MPA) on her refrigerator, there are certain
limitations noted within the coverage.
Below is an excerpt that pertains to the current situation:10. SAFETY AND
ACCESSIBILITY. In the event that Sears Repair determines that it cannot service
your Covered Product due to poor accessibility or unsafe working conditions ….Sears
Repair will not be required to proceed until you remedy the applicable cause.
In order for us to provide the quality service you expect, you should cooperate
fully with the service technician while in your home; provide a safe,
non-threatening environment and clear access to the Covered Product. Failure to
comply with these conditions may be cause for cancellation of this Agreement.If Ms. [redacted]’s
husband persists in his behavior and continues to subject the technicians to a
threatening and hostile environment, we will be left with no choice but to
cancel the MPA and issue a full refund.
However, if Ms. [redacted] feels that she can ensure that there will be
no further incidents, she can schedule another appointment. In the interim, since we have explained our
position on this matter, we ask that this complaint be closed.We appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
Initial Business Response /* (1000, 8, 2014/12/03) */
December 3, 2014
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding his exercise bike.
We have reviewed [redacted] information and even though the service contract he has is with Nordic Track or [redacted], not Sears, we have issued a check for the $89.50 he was seeking. This check should arrive within 7-10 business days. Since we have granted [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.
[redacted]
[redacted]
[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 her recent online order and...
non-receipt of a gift card. We would first like to apologize for any inconvenience [redacted] experienced as we value her patronage. We can understand her frustration with the series of events detailed in her complaint and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we found that Sears Online processed a refund on April 25, 2016. Therefore, [redacted] should see a credit of $300.00 post to her [redacted] account within 3 to 5 business days. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding the service she received on her microwave...
and her request
to receive at least a partial refund.We would clarify that in instances where we put a different
part in, we charge the final price of the part installed and not necessarily
the part that was initially ordered. Additionally, the amount we collect for
the pre-payment is designed to cover the cost of our minimum trip/diagnostic
fee and the cost of the part. Once we return we would collect the balance of
the labor owed to install any part. In [redacted] case, she prepaid us
$186.94, and when we returned and found the other part was needed, we only
charged her $63.39 for the part and $142.00 for the labor. As this came to more
than what we had previously collected, she was charged an additional $18.45.
After this when [redacted] indicated that she installed the part herself, our
billing center refunded her $86.13 back to the [redacted] ending in [redacted] We would
always refund in the tender paid and in instances where an account has been
transferred over to another account number, the card issuer would then transfer
any applicable refunds sent to the old account to the new account. If the
account was subsequently closed and had been paid in full, then the card issuer
would have refunded any negative balance to the card holder.We do see notes after this occurred where [redacted] was
asking to be refunded in full and indicated that the appliance was still not
working. If that is the case, then we would need to send a technician back out
under her 90-day guarantee. At this point she would not be entitled to any further
refund until we assessed the previous repair. If [redacted] would like to
schedule this, she is welcome to call me at [redacted]. In the interim, since
we have only retained the cost of the part we sent her, and our non-refundable
minimum trip/diagnostic fee, 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]
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL
60611[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Home Services and repairs to her dishwasher.It
is unfortunate that we failed [redacted]...
[redacted] expectations when she called Sears
for service on her dishwasher. We value [redacted] patronage, but can understand how the series of events noted in her
complaint has caused her to lose faith in Sears. We can assure [redacted] that
her concerns have been forwarded to management of the local service unit for
review, so future problems of this nature can be averted. We can only
reiterate that we do not condone how she was treated and that we truly regret
that we failed her expectations. We hope that [redacted] will allow us another
opportunity in the future to provide her with the type of customer service that
Sears has built their reputation upon, but we would understand if this is not
possible. Our service records indicate that the repairs were completed on November
20, 2015 when a new door vent was installed. After the vent was installed the
dishwasher was tested and it was found to be operating as expected. At this time,
since we have completed the service on [redacted] dishwasher, we respectfully
request that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: the statement received from the business is inaccurate. Sears charged a haul away fee during time of payment I was informed by the sales associate that this charge included disconnecting the appliance and hauling the appliance away. The sales associate never stated that the appliance would need to be disconnected and placed to the side. Also, there was no water in the hot water heater; all of the water had been drained before Sears arrived at my home. The fact that this explanation was never explained to me helps reiterate the level of service I am complaining about. The Sears Executive I spoke with is well aware of the issue that generated this complaint; the fact that Sears is now denying knowledge reiterates the level of service not only in the store but also at the Corporate level. The basic business practice is being on time; Sears could not do that. I have had my last experience with Sears; at this point I will notify the lender and provide them this information so they can understand what their customers experience while shopping at Sears.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet Stores. [redacted], manager of the Albuquerque...
Sears Outlet provided the following response: I contacted and spoke with [redacted] on Tuesday, May 10, 2016. During the conversation I apologized for the inconvenience and assured [redacted] we would be resolving his concerns. That said, a sales adjustment in the amount of $150.00 will be provided to [redacted]. If [redacted] has any other questions or concerns, he can reach me at [redacted] That said we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted] rebuttal to the response we provided regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item.We have [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with our return policy, we are unable to grant her request to return the television for a refund. The fact remains that the serial number on the box and the serial number on the television do not match. The store manager confirmed that the store does not sell previously opened boxes at full price. [redacted] was not sold a discounted television. Therefore, the box was sealed when sold. As this decision is commensurate to the circumstances, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
Initial Business Response /* (1000, 10, 2015/04/02) */
April 2, 2015
[redacted]
This letter...
serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] Our General Sales Manager, [redacted] spoke to [redacted]s mom,[redacted], on Monday and sent out paperwork for her to review, sign and return in order that an 18 month no interest promotion can be added to her Sears [redacted] Card. Once the document has been signed and returned by[redacted] we will then ensure the promotion is applied and update your office accordingly.
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], or via email at [redacted]
[redacted]
Final Business Response /* (1000, 17, 2015/04/17) */
April 17, 2015
[redacted]
This letter serves to confirm that Sears Home Improvement Products (SHIP) has received[redacted]'s signed Contract Change Authorization. The 18 month no interest promotion has been applied to her [redacted] account. At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value[redacted] as a customer and appreciate her patronage. If you have any questions or concerns, please contact me directly at [redacted] or via [redacted]
[redacted]
November 6, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator. We have reviewed [redacted]...
complaint and would like to note [redacted] has been in contact with our Executive Member Support team where her concerns were discussed in detail. We apologize for any confusion with regards to the cancelled service. One of our technicians came to [redacted] home on October 21, 2015 and replaced her icemaker as well as advised her to change her filter. [redacted]s is still dissatisfied with her [redacted] agreement and has advised she will be speaking with them to cancel her contract. 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]
May 16, 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 online order experience and...
request for a full refund of the returned order. After researching this matter our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, [redacted]. This seller is located at [redacted] Alhambra [redacted] with an email address of [redacted] and telephone number [redacted]'s alternate address is [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. With that said, we sent two email correspondences to the seller giving them ample time to address this matter. However, we did not receive a response to date. Therefore, we made the decision to request a full refund on [redacted] behalf. The request has been submitted today May 16, 2016, and [redacted] can expect to receive a full refund within 3 to 5 business days. We apologize for the delay and any inconvenience he may have experienced. In closure, since [redacted] will be receiving his refund shortly, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Garage Solutions and the installation of her garage door opener. [redacted],...
Sears Garage Solutions, Support Specialist provided the following
response:The
local franchisee has informed our office that they have resolved [redacted]
complaint to her satisfaction. We were informed that the garage door opener was
installed on November 5, 2015. Additionally, we were advised that the local
office provided Ms. [redacted] with a $25.00 discount. If I can be of any
additional assistance to Ms. [redacted], she can reach me at [redacted]. Since we
have noted our response to [redacted] complaint, 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 SpecialistSears
Holdings Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: Why would I want 10% off a higher priced item from the lower price I had originally saw minus the 10%?? The 10%that was fallacy. Then to be lied to again about getting a $50 gift card. I feel that $50 gift card should be honored. I have already taken my business to a better more reputable company for the 700 dollar item.
Sincerely,
[redacted]
November
17, 2015[redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear
[redacted]We have
completed our investigation of [redacted] complaint regarding the service on her
Pressure Washer.After
reviewing and investigation...
of the service history and discussing the issue
with our service department we have authorized a replacement of the pressure
washer in the amount of $379.99. [redacted] had been informed of this offer and has
been provided with the necessary information for the replacement. If [redacted]
is still in need of assistance she can contact the service unit directly at
[redacted] Since it was our understanding that this resolution met with [redacted] approval, we have closed our file.We
apologize to [redacted] on behalf of Sears Holdings Corporation and we
appreciate the opportunity to address this matter. Please feel free to
contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears
Holdings Corporation[redacted]
January 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer...
service and non-receipt of a discount for her sears.com order. It is unfortunate that we failed Ms. [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. We have reviewed our records and although we did not find that any of our agents offered Ms. [redacted] a discount of 25%, we did confirm that she received 15% off apparel and free shipping on her items due to her Shop Your Way Max membership. This resulted in a savings of $28.08 for Ms. [redacted] Additionally, we revealed that Ms. [redacted] was provided with a refund of $6.10 after informing our agent that there were still shipping charges on her order. However, we were unable to confirm the charge she referred to. At this time, it appears that Ms. [redacted] orders are complete and correct. As such, 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 Ms. [redacted] comments and the an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November 23, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886203 –
Suzanne [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’
complaint regarding her request to be refunded for a payment to her...
handyman
after she returned an oven to us that she said was the wrong size.We would first note that if the oven was the wrong size,
then her handyman would surely not have installed it, in which case any monies
due to him would be minimal at best. Additionally, when an offer was made to
reimburse the expense of the handyman it was predicated on the assumption that
Ms. [redacted] would be keeping the oven in which case we would have given her a
discount off of the oven equal to the amount of the bill. In the end though,
Ms. [redacted] did not keep the oven and we were only able to refund her in full;
we were not able to refund her more monies than what she paid. As an
alternative, our delivery group offered her a $200.00 gift card and when Ms.
[redacted] accepted this on September 26, 2015, it was subsequently issued. Since
Ms. [redacted] accepted that alternate resolution, 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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Leonard [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding fraudulent activities on gift cards he purchased. On...
receipt of Mr. [redacted]’s complaint we forwarded the information to our Loss Prevention management team and Mr. [redacted] was contacted by Craig Kisner our Director of [redacted]. It is against Sears’s policy to release any of the requested information to any non-law enforcement personnel. Therefore Mr. Kisner has requested Mr. [redacted] have the FBI agent assigned to his case contact our Law Enforcement department at [redacted]@searshc.com and we would be happy to assist further. Since we have addressed Mr. [redacted]’s issue and provided the appropriate contact information for the law enforcement agency to contact we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: SEars is really good about side stepping the issue1) there was nothing mentioned of the 50.00 gift card.I will accept the offer once the mention of the 50.00 gift card is in there or they can bump up the offer from 425 to 475 this way we dont have to keep waiting on a gift card that will never come.... since the last time I was offered the gift card again it has never come yet again
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: It has been found that the dog hair present (which isn't excessive by any means) was not the cause of the leak. Additionally, a technician was sent out on the 12th first thing in the morning and left within five minutes of being there after being very rude to me. A secondary technician was sent out that afternoon, which caused me to wait for two entire days for this to be checked out.
Sincerely,
[redacted]
April 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the problems with service provided on her washer and her request for sooner...
service for additional service. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer repair. 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. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of [redacted] complaint we reached out to [redacted] Territory Member Advocate Supervisor, to assist with [redacted] concern. [redacted] reviewed the service order and confirmed that service for the washer was set for April 26, 2016. She discovered that due to a system glitch, the order was indicating the service date as April 23, 2016. We apologize that this led to misinformation when [redacted] called to confirm her appointment. We would like to clarify that a manual service order was submitted to our routing department and a technician was in fact scheduled for April 26, 2016. Unfortunately, customer service is unable to view manual service orders and the note regarding the manual order was over-looked when [redacted] called in. On April 25, 2016, [redacted] contacted [redacted] and informed him that service was set for April 26, 2016 and was set as the technician’s first stop of the day. According to the technician’s notes, the washer repair has been completed. We attempted to follow up after the service was completed but we were unable to make contact. As for [redacted] request for reimbursement of the remainder of her protection agreement, she can call [redacted] to cancel the protection agreement on the washer. Our contract department will provide [redacted] cancellation details and the qualified prorated amount refund. With that being said, since the washer has been repaired, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 15, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Lashonda N. [redacted]
- # 10953363Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s complaint regarding Sears Home Services.Upon researching Ms.
[redacted]’s...
concerns, we found several notes in her most recent service orders
indicating that the technicians were being subjected to profanity and harassment
from her husband. One service order was
actually closed by the Technical Manager and noted to not permit further service. As clarification, while Ms. [redacted] carries
a Master Protection Agreement (MPA) on her refrigerator, there are certain
limitations noted within the coverage.
Below is an excerpt that pertains to the current situation:10. SAFETY AND
ACCESSIBILITY. In the event that Sears Repair determines that it cannot service
your Covered Product due to poor accessibility or unsafe working conditions ….Sears
Repair will not be required to proceed until you remedy the applicable cause.
In order for us to provide the quality service you expect, you should cooperate
fully with the service technician while in your home; provide a safe,
non-threatening environment and clear access to the Covered Product. Failure to
comply with these conditions may be cause for cancellation of this Agreement.If Ms. [redacted]’s
husband persists in his behavior and continues to subject the technicians to a
threatening and hostile environment, we will be left with no choice but to
cancel the MPA and issue a full refund.
However, if Ms. [redacted] feels that she can ensure that there will be
no further incidents, she can schedule another appointment. In the interim, since we have explained our
position on this matter, we ask that this complaint be closed.We appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
Initial Business Response /* (1000, 8, 2014/12/03) */
December 3, 2014
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding his exercise bike.
We have reviewed [redacted] information and even though the service contract he has is with Nordic Track or [redacted], not Sears, we have issued a check for the $89.50 he was seeking. This check should arrive within 7-10 business days. Since we have granted [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.
[redacted]
[redacted]
[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 her recent online order and...
non-receipt of a gift card. We would first like to apologize for any inconvenience [redacted] experienced as we value her patronage. We can understand her frustration with the series of events detailed in her complaint and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we found that Sears Online processed a refund on April 25, 2016. Therefore, [redacted] should see a credit of $300.00 post to her [redacted] account within 3 to 5 business days. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding the service she received on her microwave...
and her request
to receive at least a partial refund.We would clarify that in instances where we put a different
part in, we charge the final price of the part installed and not necessarily
the part that was initially ordered. Additionally, the amount we collect for
the pre-payment is designed to cover the cost of our minimum trip/diagnostic
fee and the cost of the part. Once we return we would collect the balance of
the labor owed to install any part. In [redacted] case, she prepaid us
$186.94, and when we returned and found the other part was needed, we only
charged her $63.39 for the part and $142.00 for the labor. As this came to more
than what we had previously collected, she was charged an additional $18.45.
After this when [redacted] indicated that she installed the part herself, our
billing center refunded her $86.13 back to the [redacted] ending in [redacted] We would
always refund in the tender paid and in instances where an account has been
transferred over to another account number, the card issuer would then transfer
any applicable refunds sent to the old account to the new account. If the
account was subsequently closed and had been paid in full, then the card issuer
would have refunded any negative balance to the card holder.We do see notes after this occurred where [redacted] was
asking to be refunded in full and indicated that the appliance was still not
working. If that is the case, then we would need to send a technician back out
under her 90-day guarantee. At this point she would not be entitled to any further
refund until we assessed the previous repair. If [redacted] would like to
schedule this, she is welcome to call me at [redacted]. In the interim, since
we have only retained the cost of the part we sent her, and our non-refundable
minimum trip/diagnostic fee, 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]
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL
60611[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Home Services and repairs to her dishwasher.It
is unfortunate that we failed [redacted]...
[redacted] expectations when she called Sears
for service on her dishwasher. We value [redacted] patronage, but can understand how the series of events noted in her
complaint has caused her to lose faith in Sears. We can assure [redacted] that
her concerns have been forwarded to management of the local service unit for
review, so future problems of this nature can be averted. We can only
reiterate that we do not condone how she was treated and that we truly regret
that we failed her expectations. We hope that [redacted] will allow us another
opportunity in the future to provide her with the type of customer service that
Sears has built their reputation upon, but we would understand if this is not
possible. Our service records indicate that the repairs were completed on November
20, 2015 when a new door vent was installed. After the vent was installed the
dishwasher was tested and it was found to be operating as expected. At this time,
since we have completed the service on [redacted] dishwasher, we respectfully
request that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: the statement received from the business is inaccurate. Sears charged a haul away fee during time of payment I was informed by the sales associate that this charge included disconnecting the appliance and hauling the appliance away. The sales associate never stated that the appliance would need to be disconnected and placed to the side. Also, there was no water in the hot water heater; all of the water had been drained before Sears arrived at my home. The fact that this explanation was never explained to me helps reiterate the level of service I am complaining about. The Sears Executive I spoke with is well aware of the issue that generated this complaint; the fact that Sears is now denying knowledge reiterates the level of service not only in the store but also at the Corporate level. The basic business practice is being on time; Sears could not do that. I have had my last experience with Sears; at this point I will notify the lender and provide them this information so they can understand what their customers experience while shopping at Sears.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet Stores. [redacted], manager of the Albuquerque...
Sears Outlet provided the following response: I contacted and spoke with [redacted] on Tuesday, May 10, 2016. During the conversation I apologized for the inconvenience and assured [redacted] we would be resolving his concerns. That said, a sales adjustment in the amount of $150.00 will be provided to [redacted]. If [redacted] has any other questions or concerns, he can reach me at [redacted] That said we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted] rebuttal to the response we provided regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item.We have [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with our return policy, we are unable to grant her request to return the television for a refund. The fact remains that the serial number on the box and the serial number on the television do not match. The store manager confirmed that the store does not sell previously opened boxes at full price. [redacted] was not sold a discounted television. Therefore, the box was sealed when sold. As this decision is commensurate to the circumstances, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
Initial Business Response /* (1000, 10, 2015/04/02) */
April 2, 2015
[redacted]
This letter...
serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] Our General Sales Manager, [redacted] spoke to [redacted]s mom,[redacted], on Monday and sent out paperwork for her to review, sign and return in order that an 18 month no interest promotion can be added to her Sears [redacted] Card. Once the document has been signed and returned by[redacted] we will then ensure the promotion is applied and update your office accordingly.
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], or via email at [redacted]
[redacted]
Final Business Response /* (1000, 17, 2015/04/17) */
April 17, 2015
[redacted]
This letter serves to confirm that Sears Home Improvement Products (SHIP) has received[redacted]'s signed Contract Change Authorization. The 18 month no interest promotion has been applied to her [redacted] account. At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value[redacted] as a customer and appreciate her patronage. If you have any questions or concerns, please contact me directly at [redacted] or via [redacted]
[redacted]
November 6, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator. We have reviewed [redacted]...
complaint and would like to note [redacted] has been in contact with our Executive Member Support team where her concerns were discussed in detail. We apologize for any confusion with regards to the cancelled service. One of our technicians came to [redacted] home on October 21, 2015 and replaced her icemaker as well as advised her to change her filter. [redacted]s is still dissatisfied with her [redacted] agreement and has advised she will be speaking with them to cancel her contract. 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]
May 16, 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 online order experience and...
request for a full refund of the returned order. After researching this matter our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, [redacted]. This seller is located at [redacted] Alhambra [redacted] with an email address of [redacted] and telephone number [redacted]'s alternate address is [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. With that said, we sent two email correspondences to the seller giving them ample time to address this matter. However, we did not receive a response to date. Therefore, we made the decision to request a full refund on [redacted] behalf. The request has been submitted today May 16, 2016, and [redacted] can expect to receive a full refund within 3 to 5 business days. We apologize for the delay and any inconvenience he may have experienced. In closure, since [redacted] will be receiving his refund shortly, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation