Complaint: 11105035
I am rejecting this response because: as long as Sears rents it's aged banner then they have a level of accountability for merchants they approve to subject customers too.
Sincerely,
Kevin [redacted]
Initial Business Response /* (1000, 5, 2015/03/24) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
March 24, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding his extended warranty on his [redacted] elliptical.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Senior Case Manager for Online Services, who states the following:
First and foremost, I do want to apologize for the trouble this order has caused. I do show that on 02/22/2015 you had made a purchase for the [redacted] Elliptical and the 3-Year In-home B.E.S.T [redacted] Warranty for Ellipticals. The total of your order came to $1151.70. You had chosen to partial of your online payment using your Sears [redacted] account ending in [redacted] The amount of $1141.62 was paid with your Sears [redacted]. The remaining amount of $10.08 was paid using your Shop Your Way Rewards Card.
After researching your order, I do see that this order is a Sears.com item. Again, I do apologize for the false information given. If you would still like an exchange, I would be happy to processes this request for you. If you would like to have this set up, please email me back and I will process this request to the first available date. That being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
November 25, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding the replacement amount
she was allotted for her microwave.We...
understand that
[redacted] was upset with the amount allotted to replace her microwave. Our
records also show that she contacted the Sears [redacted] (PABA) on November 4, 2015 and she was offered a Gift Card in the
amount of $20.00 for the $14.99 difference she paid for her replacement. We
show the gift card was processed that day and mailed to her physical address.
If [redacted] has not received that gift card she need only contact the PABA
office at [redacted]nd reference her case # [redacted] and thy will be happy
to help. Since we have provided [redacted] with a gift card for the difference
and she accepted this resolution we have closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
December
2, 2015Nita [redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611Re:
# 10886945 – Jim [redacted]Dear
Ms. [redacted]:We have
completed our investigation of Mr. [redacted]’s complaint regarding the service
on his range.After
reviewing the service history and discussing the issue with our product support
personnel, we authorized her for a replacement of the range under the terms of his
Master Protection Agreement (MPA) in the amount of $729.99. We have left
messages for Mr. [redacted] via voice mail and email of this decision and the
process to replace. I have left my direct contact info in all messages to Mr.
[redacted] in the event that he requires further assistance. At this time,
since it was our understanding that this resolution is acceptable to Mr.
[redacted]’s, we have closed our file.We
apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we
appreciate the opportunity to address this matter. Please feel free to
contact me if you have any further questions or concerns.Sincerely,Vanessa
L. [redacted]Regulatory
Complaint SpecialistSears
Holdings Corporation[redacted]
direct[redacted]@searshc.com
November 23, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886303 – Geri
[redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the charge she paid to receive an estimate for repair on
her...
refrigerator.We would first clarify that the only reason for a refrigerator
to need Freon added, is because it has lost Freon and this happens because
there is some sort of leak in the sealed system that is allowing it to escape.
The sealed system is comprised mostly of the compressor and also the tubing
that carries the coolant throughout the refrigerator. So while Ms. [redacted]
might feel our estimate was incorrect, it sounds as if it was in fact accurate
and that the other company’s stopgap of refilling the Freon did not address the
underlying problem. With that said, while Ms. [redacted] may not have been
entitled to receive a refund, it does appear that our customer support team
possibly offered this as a courtesy. After this though, it looks like the offer
may have been rescinded. Since the offer was made, we felt it should be honored
and as such, we have issued a mailed bank check to the address listed on this
complaint. The check is for $81.00 and Ms. [redacted] should receive it within the
next 2-3 weeks. In the interim, since we have explained that the charges we assessed
for our diagnosis was correct and yet we provided Ms. [redacted] for a refund of
these charges that are normally non-refundable, 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, 5, 2015/03/19) */
Contact Name and Title: [redacted]
March 19, 2015
[redacted]
[redacted]
[redacted]
We have completed the investigation of...
[redacted] complaint regarding his washer repair.
First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his washer. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted]'s complaint to the District Service Manager for review and are confident that his concerns will be thoroughly addressed. Due to the issues notes in [redacted]'s complaint, we have processed a full refund for the repair in question. Accordingly, a credit for $516.30 was submitted on March 19, 2015, and should post to [redacted] account ending in [redacted] within the next 5-7 days. In summary, since we have documented [redacted]'s concerns with the repair process and processed the requested refund, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the replacement of her mower.Upon receiving Ms. [redacted]’s complaint, we...
escalated her concerns to [redacted], Carry-In Team Lead. Mr. [redacted] contacted Ms. [redacted] and discussed her concerns. He determined that the replacement was not created properly so he authorized a replacement in the amount of $619.99. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request 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 Complaints Specialist[redacted][email protected]
February 12, 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 recent order....
We apologize for the issues Ms. [redacted] experienced with her order. We want to assure her that we have forwarded her comments to the appropriate parties so that we may prevent further such occurrences. That said, a refund check was sent to Ms. [redacted] on January 26, 2016 since we could not get the credit to go through on her [redacted] account. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
I am rejecting this response because: I agree of most of what they have responded. I was sold the warranty and the machine to be used on horse laundry. I understand that that is the sales departments fault and was told by the repairman that it happens all of the time because the sales people get commission to sell the warranty. My problem is that the repairman worked on my machine for at least 15 minutes and dismantled it and it no longer works. I am not asking for anything else but for the repairman to undo what he did when he worked on it. It worked and was just out of balance but after he worked on it for 15 minutes it doesn't get any power. I should not have a machine in a worse condition by calling a repair person than I would have had if I didn't call them. He knew it was in a barn and what it was used for before he touched and worked on the machine. If he felt so compelled to refuse to work on it, he should have made that decision before he touched my machine. As for the language, I have been pushed to the edge with the level of incompetency at Sears. All I want is to be in the same condition before I called sears, in order for me to have a real professional repair person fix it.
Complaint: [redacted]
Sincerely,
[redacted]
February 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. [redacted] Chicago, IL 60611 Re: 11112375 - Joan [redacted] Dear Ms. [redacted]: We have not fully completed our investigation of Ms. [redacted]’s complaint regarding service experience....
We apologize for the delay in responding to this complaint. We are currently waiting the completion of service for Ms. [redacted]’s washer. At her requested we have set service for Wednesday February 24, 2016 with a senior tech to address the issues she is having with her washer. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:This new mower is a piece of junk. If they read their own online reviews they would see that the issue is a common problem. The mower line should be recalled. Sears does not stand behind their own products and their "policies" are anti-consumer.
Sincerely,
[redacted]
January 4, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10990129 – John [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding alleged damage done to his vehicle at one of our auto...
centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Matthew [redacted], Assistant Auto Center Manager of Unit# 6745 who attempted to call Mr. [redacted]. Mr. [redacted] states that Mr. [redacted] was told verbally that he had a gas leak when the vehicle was rung out but that nothing was noted on the paperwork. It should be noted that the leak was located midway on the drivers rear door away from the pinch welds (lift points). There was also no evidence that the line was crushed by lifting the vehicle but rather the line was simply rusted through and leaking from age, not damage. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted]
complaint regarding her dissatisfaction with our customer service and...
the
authorization of funds for a failed kmart.com order.It is unfortunate that we failed [redacted]
expectations when she recently attempted to place 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.
Upon receipt of this complaint, we did not find any past or current
orders for [redacted] Therefore, we do
not have the information necessary to contact her account provider directly. With that having been said, it may be
important to clarify that our system does place an authorization hold on our customer’s
credit card when they place an order, but this is done solely to secure the funds
and their account is not charged until processing of the order is complete. If the order is canceled for any reason, our
system automatically transmits an authorization reversal to the credit provider
or bank. Unfortunately, the exact amount
of time until the hold is removed from the account is determined by the bank or
credit card provider. As such, the release
of authorization is not controlled by Kmart and the time frame may vary. [redacted] is welcome to contact Regulatory
Complaint Specialist [redacted] for further
assistance if at this time her records show that the authorization still has
not been released.At this time, we can only reiterate that we truly regret
any inconvenience [redacted] may have experienced. We hope that in the future she will allow us
the opportunity to provide her with a better representation of the type of
customer service that we have built our reputation upon, but we would
understand if this is not possible. Since
we have documented her concerns, we respectfully ask to have this matter closed
pending the receipt of further information from [redacted]We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]
February 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Andrew [redacted] - # 11123028 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal to our previous response. As we stated previously, the dryer was not repaired in November of 2015; therefore, there is no 90-day service guarantee in effect. The notes from the service order indicate that the technician removed lint and inspected the vent connection; this would not cause the dryer to fail three months later. Again, if Mr. [redacted] chooses to keep his appointment tomorrow, he will be liable for the charges. However, since he claims he was offered a 20% service discount, we will honor this offer. Once the repair has been completed, a 20% refund will be processed. Since we have noted Mr. [redacted]’s additional comments, but find that he has not provided any new information to warrant a change in our original decision, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 2, 2015Nita [redacted] Revdex.com 330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Johanna [redacted] - # 10951255Dear Ms. [redacted],We have not completed the
investigation of Ms. [redacted]’ complaint regarding her range.Ms. [redacted] is currently
scheduled to have a...
technician examine her range on December 4, 2015. Due to the time constraints, we are submitting
this pending letter to advise you of our intentions and to request additional
time to address this matter. We are confident that the repair will resolve
the issues with Ms. [redacted]’ range, but we ask that this case remain open,
pending the completion of Ms. [redacted]’ repair.
Thank you for your patience.Again, we apologize to
Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints
Specialist
December 1, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886951 – Kevin
[redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding the service call he scheduled to have his control board
repaired or...
replaced.We would like to clarify that for many control boards
for ovens and ranges, the original OEM parts can sometimes no longer be
available in a relatively short amount of time. That means the only way to
replace one, is to have the board itself sent out for repair to a shop that
does this type of work. Unfortunately, we do not and we also would have to send
to a third-party company to have it repaired. It can be time consuming and it
also presents a large liability issue in that the board has to be removed from
the unit, shipped elsewhere, returned and then reinstalled. If the board goes
missing somewhere in shipment then it can mean the repair provider could be
responsible for replacing the entire appliance as it could render it
non-repairable due to the unavailability of that part and now not having one
that could be repaired. Due to this, Sears only provides this type of repair if
we are the obligor under a service contract. With that said, when scheduling a repair, our call
center agents are not technicians and they do not provide estimates or any information
regarding a repair. They would not have realized that the board was no longer
available and that it would need to be sent out to be repaired. We do try to
have our technicians call in advance of the service and in many cases the
technician realizes that the board might need to be replaced and can at least
set the expectation ahead of time that we do not provide that service if it is
no longer available. In this way the consumer still has the chance to cancel
the call ahead of time without penalty. We apologize that this did not occur in
Mr. [redacted]’s case and that it resulted in him being responsible for our minimum
diagnostic/trip fee. As a courtesy, we would be willing to refund this but we
no longer have access to the full Discover account number due to the length of
time that has elapsed since it was used for payment. We do have the last 4
digits of 7124 and if Mr. [redacted] could call or email me with the other 12, we
could process a refund for the full amount of $ 118.67. I can be reached via
email at [redacted]@searshc.com or via phone at [redacted]. In the interim, since we are willing to issue a
refund and just need the full account number so that we can process this, we
have closed our file pending Mr. [redacted]’s response.Again, we apologize to Mr. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana ShouldersTeam Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: Any new information? Sears sold me a TV with two small chips in the TV screen. Furthermore, since the TV itself is WIFI enabled I could not have a steady WIFI connection without an [redacted] cable, thus making the TV useless without having it hardwired directly from the router to the TV itself. Most of the apps that were preinstalled on the TV could not hold a steady connection without it having a steady connection. Also, the damage could not have been done by someone residing in my home. My family works during the day and the only time the TV is used is during the evening hours when everyone is around the dinner table having dinner. Your conclusion has no basis’ nor does it have merit.
Sincerely,
[redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: [redacted] [redacted]Dear [redacted]We have not fully completed our investigation of Ms. [redacted]
complaint regarding her service experience.We apologize for the delay in...
responding to this complaint. We
are currently waiting for a report from our service unit regarding the services
on Ms. [redacted] washer. Once we have that report we will provide a full response
to Ms. [redacted] complaint. In the interim, should Ms. [redacted] have any
questions, she may contact me directly at [redacted]We apologize again and appreciate the opportunity to address
this matter. Please feel free to contact
me if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his [redacted] incumbent bike. On receipt of [redacted]...
complaint a complete history of the services was conducted and we found that Sears’s service did consult with the manufacture on multiple occasions. The manufacture did inform Sears’s service that per the owner’s manual the heart rate monitor at the handles might not have an accurate reading due to individual personal issues like dry or callused hands and the owner’s manual states that a chest strap maybe necessary to use for these individuals. With that information Sears Customer Solutions department ordered a chest strap for [redacted] at no cost to him and had this shipped to him in September 2015. This was a $100.38 value. The replacement processed in November 2015 was for customer satisfaction only as the item does not qualify for a replacement under the Master Protection agreement or the manufacture warranty. Since an equitable resolution has been provided that is commensurate to the circumstances, we ask to have this matter closed. 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 Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I did not purchase this product on line or from a web site. I purchased this product in a physical store. Sears may "close" this issue and, but I will actively denounce products and/or services offered by this business. I will also actively denounce [redacted]l as a Sears third party retailer. I do not trust any business model that works in the manner that [redacted]l has behaved.
Sincerely,
[redacted]
Complaint: 11105035
I am rejecting this response because: as long as Sears rents it's aged banner then they have a level of accountability for merchants they approve to subject customers too.
Sincerely,
Kevin [redacted]
Initial Business Response /* (1000, 5, 2015/03/24) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
March 24, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding his extended warranty on his [redacted] elliptical.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Senior Case Manager for Online Services, who states the following:
First and foremost, I do want to apologize for the trouble this order has caused. I do show that on 02/22/2015 you had made a purchase for the [redacted] Elliptical and the 3-Year In-home B.E.S.T [redacted] Warranty for Ellipticals. The total of your order came to $1151.70. You had chosen to partial of your online payment using your Sears [redacted] account ending in [redacted] The amount of $1141.62 was paid with your Sears [redacted]. The remaining amount of $10.08 was paid using your Shop Your Way Rewards Card.
After researching your order, I do see that this order is a Sears.com item. Again, I do apologize for the false information given. If you would still like an exchange, I would be happy to processes this request for you. If you would like to have this set up, please email me back and I will process this request to the first available date. That being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
November 25, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding the replacement amount
she was allotted for her microwave.We...
understand that
[redacted] was upset with the amount allotted to replace her microwave. Our
records also show that she contacted the Sears [redacted] (PABA) on November 4, 2015 and she was offered a Gift Card in the
amount of $20.00 for the $14.99 difference she paid for her replacement. We
show the gift card was processed that day and mailed to her physical address.
If [redacted] has not received that gift card she need only contact the PABA
office at [redacted]nd reference her case # [redacted] and thy will be happy
to help. Since we have provided [redacted] with a gift card for the difference
and she accepted this resolution we have closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
December
2, 2015Nita [redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611Re:
# 10886945 – Jim [redacted]Dear
Ms. [redacted]:We have
completed our investigation of Mr. [redacted]’s complaint regarding the service
on his range.After
reviewing the service history and discussing the issue with our product support
personnel, we authorized her for a replacement of the range under the terms of his
Master Protection Agreement (MPA) in the amount of $729.99. We have left
messages for Mr. [redacted] via voice mail and email of this decision and the
process to replace. I have left my direct contact info in all messages to Mr.
[redacted] in the event that he requires further assistance. At this time,
since it was our understanding that this resolution is acceptable to Mr.
[redacted]’s, we have closed our file.We
apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we
appreciate the opportunity to address this matter. Please feel free to
contact me if you have any further questions or concerns.Sincerely,Vanessa
L. [redacted]Regulatory
Complaint SpecialistSears
Holdings Corporation[redacted]
direct[redacted]@searshc.com
November 23, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886303 – Geri
[redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the charge she paid to receive an estimate for repair on
her...
refrigerator.We would first clarify that the only reason for a refrigerator
to need Freon added, is because it has lost Freon and this happens because
there is some sort of leak in the sealed system that is allowing it to escape.
The sealed system is comprised mostly of the compressor and also the tubing
that carries the coolant throughout the refrigerator. So while Ms. [redacted]
might feel our estimate was incorrect, it sounds as if it was in fact accurate
and that the other company’s stopgap of refilling the Freon did not address the
underlying problem. With that said, while Ms. [redacted] may not have been
entitled to receive a refund, it does appear that our customer support team
possibly offered this as a courtesy. After this though, it looks like the offer
may have been rescinded. Since the offer was made, we felt it should be honored
and as such, we have issued a mailed bank check to the address listed on this
complaint. The check is for $81.00 and Ms. [redacted] should receive it within the
next 2-3 weeks. In the interim, since we have explained that the charges we assessed
for our diagnosis was correct and yet we provided Ms. [redacted] for a refund of
these charges that are normally non-refundable, 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, 5, 2015/03/19) */
Contact Name and Title: [redacted]
March 19, 2015
[redacted]
[redacted]
[redacted]
We have completed the investigation of...
[redacted] complaint regarding his washer repair.
First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his washer. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted]'s complaint to the District Service Manager for review and are confident that his concerns will be thoroughly addressed. Due to the issues notes in [redacted]'s complaint, we have processed a full refund for the repair in question. Accordingly, a credit for $516.30 was submitted on March 19, 2015, and should post to [redacted] account ending in [redacted] within the next 5-7 days. In summary, since we have documented [redacted]'s concerns with the repair process and processed the requested refund, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the replacement of her mower.Upon receiving Ms. [redacted]’s complaint, we...
escalated her concerns to [redacted], Carry-In Team Lead. Mr. [redacted] contacted Ms. [redacted] and discussed her concerns. He determined that the replacement was not created properly so he authorized a replacement in the amount of $619.99. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request 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 Complaints Specialist[redacted][email protected]
February 12, 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 recent order....
We apologize for the issues Ms. [redacted] experienced with her order. We want to assure her that we have forwarded her comments to the appropriate parties so that we may prevent further such occurrences. That said, a refund check was sent to Ms. [redacted] on January 26, 2016 since we could not get the credit to go through on her [redacted] account. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
I am rejecting this response because: I agree of most of what they have responded. I was sold the warranty and the machine to be used on horse laundry. I understand that that is the sales departments fault and was told by the repairman that it happens all of the time because the sales people get commission to sell the warranty. My problem is that the repairman worked on my machine for at least 15 minutes and dismantled it and it no longer works. I am not asking for anything else but for the repairman to undo what he did when he worked on it. It worked and was just out of balance but after he worked on it for 15 minutes it doesn't get any power. I should not have a machine in a worse condition by calling a repair person than I would have had if I didn't call them. He knew it was in a barn and what it was used for before he touched and worked on the machine. If he felt so compelled to refuse to work on it, he should have made that decision before he touched my machine. As for the language, I have been pushed to the edge with the level of incompetency at Sears. All I want is to be in the same condition before I called sears, in order for me to have a real professional repair person fix it.
Complaint: [redacted]
Sincerely,
[redacted]
February 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. [redacted] Chicago, IL 60611 Re: 11112375 - Joan [redacted] Dear Ms. [redacted]: We have not fully completed our investigation of Ms. [redacted]’s complaint regarding service experience....
We apologize for the delay in responding to this complaint. We are currently waiting the completion of service for Ms. [redacted]’s washer. At her requested we have set service for Wednesday February 24, 2016 with a senior tech to address the issues she is having with her washer. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:This new mower is a piece of junk. If they read their own online reviews they would see that the issue is a common problem. The mower line should be recalled. Sears does not stand behind their own products and their "policies" are anti-consumer.
Sincerely,
[redacted]
January 4, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10990129 – John [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding alleged damage done to his vehicle at one of our auto...
centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Matthew [redacted], Assistant Auto Center Manager of Unit# 6745 who attempted to call Mr. [redacted]. Mr. [redacted] states that Mr. [redacted] was told verbally that he had a gas leak when the vehicle was rung out but that nothing was noted on the paperwork. It should be noted that the leak was located midway on the drivers rear door away from the pinch welds (lift points). There was also no evidence that the line was crushed by lifting the vehicle but rather the line was simply rusted through and leaking from age, not damage. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted]
complaint regarding her dissatisfaction with our customer service and...
the
authorization of funds for a failed kmart.com order.It is unfortunate that we failed [redacted]
expectations when she recently attempted to place 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.
Upon receipt of this complaint, we did not find any past or current
orders for [redacted] Therefore, we do
not have the information necessary to contact her account provider directly. With that having been said, it may be
important to clarify that our system does place an authorization hold on our customer’s
credit card when they place an order, but this is done solely to secure the funds
and their account is not charged until processing of the order is complete. If the order is canceled for any reason, our
system automatically transmits an authorization reversal to the credit provider
or bank. Unfortunately, the exact amount
of time until the hold is removed from the account is determined by the bank or
credit card provider. As such, the release
of authorization is not controlled by Kmart and the time frame may vary. [redacted] is welcome to contact Regulatory
Complaint Specialist [redacted] for further
assistance if at this time her records show that the authorization still has
not been released.At this time, we can only reiterate that we truly regret
any inconvenience [redacted] may have experienced. We hope that in the future she will allow us
the opportunity to provide her with a better representation of the type of
customer service that we have built our reputation upon, but we would
understand if this is not possible. Since
we have documented her concerns, we respectfully ask to have this matter closed
pending the receipt of further information from [redacted]We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]
February 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Andrew [redacted] - # 11123028 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal to our previous response. As we stated previously, the dryer was not repaired in November of 2015; therefore, there is no 90-day service guarantee in effect. The notes from the service order indicate that the technician removed lint and inspected the vent connection; this would not cause the dryer to fail three months later. Again, if Mr. [redacted] chooses to keep his appointment tomorrow, he will be liable for the charges. However, since he claims he was offered a 20% service discount, we will honor this offer. Once the repair has been completed, a 20% refund will be processed. Since we have noted Mr. [redacted]’s additional comments, but find that he has not provided any new information to warrant a change in our original decision, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 2, 2015Nita [redacted] Revdex.com 330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Johanna [redacted] - # 10951255Dear Ms. [redacted],We have not completed the
investigation of Ms. [redacted]’ complaint regarding her range.Ms. [redacted] is currently
scheduled to have a...
technician examine her range on December 4, 2015. Due to the time constraints, we are submitting
this pending letter to advise you of our intentions and to request additional
time to address this matter. We are confident that the repair will resolve
the issues with Ms. [redacted]’ range, but we ask that this case remain open,
pending the completion of Ms. [redacted]’ repair.
Thank you for your patience.Again, we apologize to
Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints
Specialist
December 1, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886951 – Kevin
[redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding the service call he scheduled to have his control board
repaired or...
replaced.We would like to clarify that for many control boards
for ovens and ranges, the original OEM parts can sometimes no longer be
available in a relatively short amount of time. That means the only way to
replace one, is to have the board itself sent out for repair to a shop that
does this type of work. Unfortunately, we do not and we also would have to send
to a third-party company to have it repaired. It can be time consuming and it
also presents a large liability issue in that the board has to be removed from
the unit, shipped elsewhere, returned and then reinstalled. If the board goes
missing somewhere in shipment then it can mean the repair provider could be
responsible for replacing the entire appliance as it could render it
non-repairable due to the unavailability of that part and now not having one
that could be repaired. Due to this, Sears only provides this type of repair if
we are the obligor under a service contract. With that said, when scheduling a repair, our call
center agents are not technicians and they do not provide estimates or any information
regarding a repair. They would not have realized that the board was no longer
available and that it would need to be sent out to be repaired. We do try to
have our technicians call in advance of the service and in many cases the
technician realizes that the board might need to be replaced and can at least
set the expectation ahead of time that we do not provide that service if it is
no longer available. In this way the consumer still has the chance to cancel
the call ahead of time without penalty. We apologize that this did not occur in
Mr. [redacted]’s case and that it resulted in him being responsible for our minimum
diagnostic/trip fee. As a courtesy, we would be willing to refund this but we
no longer have access to the full Discover account number due to the length of
time that has elapsed since it was used for payment. We do have the last 4
digits of 7124 and if Mr. [redacted] could call or email me with the other 12, we
could process a refund for the full amount of $ 118.67. I can be reached via
email at [redacted]@searshc.com or via phone at [redacted]. In the interim, since we are willing to issue a
refund and just need the full account number so that we can process this, we
have closed our file pending Mr. [redacted]’s response.Again, we apologize to Mr. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana ShouldersTeam Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: Any new information? Sears sold me a TV with two small chips in the TV screen. Furthermore, since the TV itself is WIFI enabled I could not have a steady WIFI connection without an [redacted] cable, thus making the TV useless without having it hardwired directly from the router to the TV itself. Most of the apps that were preinstalled on the TV could not hold a steady connection without it having a steady connection. Also, the damage could not have been done by someone residing in my home. My family works during the day and the only time the TV is used is during the evening hours when everyone is around the dinner table having dinner. Your conclusion has no basis’ nor does it have merit.
Sincerely,
[redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: [redacted] [redacted]Dear [redacted]We have not fully completed our investigation of Ms. [redacted]
complaint regarding her service experience.We apologize for the delay in...
responding to this complaint. We
are currently waiting for a report from our service unit regarding the services
on Ms. [redacted] washer. Once we have that report we will provide a full response
to Ms. [redacted] complaint. In the interim, should Ms. [redacted] have any
questions, she may contact me directly at [redacted]We apologize again and appreciate the opportunity to address
this matter. Please feel free to contact
me if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his [redacted] incumbent bike. On receipt of [redacted]...
complaint a complete history of the services was conducted and we found that Sears’s service did consult with the manufacture on multiple occasions. The manufacture did inform Sears’s service that per the owner’s manual the heart rate monitor at the handles might not have an accurate reading due to individual personal issues like dry or callused hands and the owner’s manual states that a chest strap maybe necessary to use for these individuals. With that information Sears Customer Solutions department ordered a chest strap for [redacted] at no cost to him and had this shipped to him in September 2015. This was a $100.38 value. The replacement processed in November 2015 was for customer satisfaction only as the item does not qualify for a replacement under the Master Protection agreement or the manufacture warranty. Since an equitable resolution has been provided that is commensurate to the circumstances, we ask to have this matter closed. 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 Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I did not purchase this product on line or from a web site. I purchased this product in a physical store. Sears may "close" this issue and, but I will actively denounce products and/or services offered by this business. I will also actively denounce [redacted]l as a Sears third party retailer. I do not trust any business model that works in the manner that [redacted]l has behaved.
Sincerely,
[redacted]