March 10, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], District Service Manager, who states the following:
After doing an investigation on this the claim that we put the part on without the [redacted] knowledge is unfounded. [redacted] came in for tires and an alignment. After looking at the vehicle, the store found that the front end had play in it and could not do the alignment without replacing an inner and outer tie rod. They also found that a hub assembly had play in it. After speaking to [redacted] he approved the work to be done, and signed the work order for us to do the work. It appears that after the work was performed, [redacted] looked into it and remembered that they had had a hub replaced at a different garage. The work was approved and preformed according to the customers wishes. I have attached a sign copy of both the work order approving the work, and the Invoice when it was paid for. 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]
Regulatory Complaints Specialist
[redacted]
December 29, 2015 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #10964196 – Richard [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his Shop...
Your Way Reward (SYWR) account. While Mr. [redacted] complaint does not clarify he is concerned about his SYWR account, from the research we were able to do, it appears this is the one he was temporarily locked out of due to the submission of multiple discount codes that were not valid. Our records indicate that he was provided with $65.00 in courtesy adjustment points in just the last several weeks, and since he has had his membership in 2013, he has been given approximately $184.00 in courtesy adjustments that are separate from any points he earned through promotions or purchases. While we understand Mr. [redacted] found the situation frustrating when he filed his complaint, we are not able to provide him with his request for $1000.00 in compensation, regardless of whether it was in points, store credit, or otherwise. However, we do think the adjustments provided so far are appropriate to the situations. Since our system shows that the problem has since been resolved with the lock-out on the account and the promised compensation was provided, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect line: [redacted]Email: Dana.[redacted]@searshc.com
November
21, 2015
[redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]
[redacted]We
have completed the investigation of [redacted] complaint regarding her
recent order. According
to...
our records[redacted] spoke with [redacted] from our Executive Office and
he was able to resolve this matter to her satisfaction. Accordingly, we
respectfully ask that this matter be considered closed. We
apologize to Ms. Szczesniak 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 [redacted]Tell us why here...
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a food loss claim. ...
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Upon researching Mr. [redacted] concerns with the denial of his second food loss claim, we find that it was denied because it was not verified by a technician. However, since the refrigerator was exchanged, we feel that this confirms that the refrigerator had failed again. Therefore, we contacted our Protection Agreements Department and submitted a food loss claim for $200.00 on Mr. [redacted] behalf. Accordingly, a check request has been processed, so Mr. [redacted] can expect a $200.00 check in the next two weeks. Additionally, the remaining Master Protection Agreement (MPA) coverage has been transferred to Mr. [redacted] new refrigerator; the coverage expires on September 22, 2017. With that said, since we have documented Mr. [redacted] concerns and issued the requested food loss check, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: 10958567
I am rejecting this response because: I sent a few messages stating that I received only 3 shipping labels and received no response. If the message “you can keep the item or return it by your own we will process you the complete refund” does not mean that i could keep the merchandise and still get a refund, then please provide me with an explanation WHAT it really means and, most important, WHY it was sent to me? It's been 2.5 months since I started asking for a refund and I still don't have it. First, I received the wrong color, later I received a fake phone number of the third party (seller), then I received an email that does not mean what it says, later 3 lables instead of 4. Seems like too many errors to me.
Sincerely,
Elena [redacted]
Complaint: 10931621
I am rejecting this response because: Sears is actually in agreement with me; they prematurely installed my tires w/o doing the alignment test work first. Again, I came in for an alignment and later in the conversation added tires. Sears quotes in their response "Without doing the major work first, the alignment and tire work would wear prematurely". My point exactly; Sears installed the tires w/o checking the alignment and w/o allowing me the opportunity to get the other work performed first. Sears installed the 4 new tires and they told me my car needed a part that 1) I checked and found two other repair shops charging less than Sears, and 2) they kept my car all day long on Saturday and called me just before closing letting me know that they would not be able to get the part until sometime on Monday. Had they checked my car first, the problem would have been identified first and fixed before the tires were to be installed. Instead, Sears installed the tires first they did the check and in their own admission "the tire work was done prematurely." I am requesting that that I be granted the discount price on an alignment that was offered to me for purchasing 4 tires since my tires were installed prematurely/before the alignment was done.
Sincerely,
Denice [redacted]
January 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience...
and request to receive the product she ordered. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted], telephone number ([redacted] and email: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [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. Unfortunately, we have no control over Third Party Marketplace Vendors delivery companies they use, our records show that delivery was completed on January 10, 2016. In closure, since Ms. [redacted] confirmed that the product was received in good condition, 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.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding his dissatisfaction at being informed that repairs needed for...
her mower would not be covered under her manufacture warranty. As clarification, not all calls for service are covered by a manufacturer. Specifically, the warranty generally covers service visits that are due to a defect in material or workmanship, but it does not cover the service if it involves instructing a customer on usage or any repairs due to customer miss use. In Ms. [redacted] case, our technician found that the carburetor had to be rebuilt. A carburetor would not need this type of repair unless the mower was run with stale or bad fuel or the gas oil mixture was not done correctly. With that said, it appears that Ms. [redacted] was provided with information that her repairs would be covered under the warranty before a technician had time to diagnose the mower. We offere Ms. [redacted] a gift card in the amount of $20.00 for her inconvenience of receiving incorrect information, which she accepted; and as it is our understanding that the mower is in working condition and in Ms. [redacted] possession 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, [redacted] Team Manager, Regulatory Complaints [redacted]
November 27, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order and delivery delay.It is unfortunate if we failed...
[redacted] expectations
as we value his patronage. We can assure that his concerns have been forwarded
to management for review. However, after researching the notes in his order we
found that the order was placed on November 15, 2015, and delivered on November
23, 2015. Accordingly, the order was delivered within the [redacted] timeframe. We
apologize again for any inconvenience [redacted] may have experienced. Since the
order was delivered on time, we respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
January 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her request to cancel and receive...
a refund for the [redacted] Mini Game Greatest Hits Learning Game she purchased from a Marketplace vendor hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller if there is a problem with their order. Although we confirmed that Mrs. [redacted] order shipped within 2 days as expected, we contacted the seller on her behalf. Because the order was already in transit, it arrived on December 5, 2015, but was returned by [redacted] because the addressee was not known at the delivery address provided by Mrs. [redacted] Therefore, we again contacted the seller to begin the return process and Mrs. [redacted] refund of $29.71 was issued to her [redacted] account ending in [redacted] on December 9, 2015. Since the requested resolution has been provided to Ms. [redacted], we have closed our file regarding this matter. 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]
December 22, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order. It is...
unfortunate that we failed [redacted] expectations as we value his patronage. After researching the online order we found that he had previously been in contact with Executive Member Support, Sears’ escalated complaint department. EMS confirmed that the order had been cancelled on December 14, 2015, and advised that the credit would post to his account within 3 to 5 business days. On December 16, 2016, a refund of $42.05 was completed under return receipt number [redacted]. The Executive Member Support team offered a 20% discount on [redacted] next purchase which he accepted. We apologize again for any inconvenience [redacted] may have experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, 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
December 4, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10940023 – Carl [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s
complaint regarding his dissatisfaction with a lawn tractor her purchased from...
sears.com
and his subsequent request for an exchange or refund.It is unfortunate that we failed Mr. [redacted]’s
expectations when he recently purchased a lawn tractor from Sears. We value his
patronage and can understand his frustration with the events detailed in his
letter. His concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, we have confirmed that a refund of $2,121.98 was issued to
his Visa account ending in 0754 on November 8, 2015. While we understand that Mr. [redacted] has requested
this amount to be refunded in cash or check, Sears’ stated policy explains that
all refunds will be provided in the same form as payment. Credit card providers typically accept refund and apply them
toward any balance that may be remaining on a closed credit card. If there is no balance due, the credit will
result in a positive account balance, which the credit card provider will be
responsible for providing to Mr. [redacted].
As such, we can only suggest that Mr. [redacted] contact his account
provider to request a check refund for any positive account balance that may
have resulted from our refund. At this
time, we can only reiterate that we truly regret any inconvenience he may have
experienced. We hope that in the future
he will allow us the opportunity to provide him 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 Mr. [redacted]’s comments and
the appropriate refund has been provided. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist[redacted]
April 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. As...
clarification, [redacted] placed through one of our Marketplace vendors, [redacted]. Some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Furthermore, each seller posts their return policies and the member’s purchase is subject to those terms. [redacted]’s return policy notes: “You can initiate a return for most new and unopened itemswithin 30 days of delivery for a full refund.* You must return items in new or unused condition with all original materials included with the shipment. We must receive your returned items at our processing facility within 45 days of delivery (seeProduct-Specific Return Policies for exceptions). We inspect all returned items and award a partial refund for opened or used products. If the return is a result of our error or defective product, we will refund the full cost of the merchandise and shipping charges. If you initiate a return after 30 days, we may issue a partial refund* depending on elapsed time and condition of merchandise.” As such, [redacted] purchase would not qualify for a full refund. However, it is possible they might be willing to issue a partial refund. Unfortunately, we cannot assist any further and [redacted] would need to contact [redacted] with any communications regarding her order. As this decision is in accordance to our posted terms and conditions, 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] Specialist, Regulatory Complaints [redacted]
Complaint: [redacted]I am rejecting this response because:
I received 1 call since this rebuttal occured from phone [redacted], Jerry..Sears Delivery, which I responed to. I have not had any contact with Amy . Joe was the third party. The second refrigerator was delivered and it defected. They had to delivery a third refrigerator. Ms. Amy has not contacted me. I am so surprised to see that the customer service at Sears has depleted to such low values. I wold like my account adjusted. My husband repaired my door, not SearsSincerely,[redacted]
November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted]
rebuttal to the previous response provided.We have reviewed [redacted] rebuttal, and we do not
find that he has brought any new information to his complaint. As
clarification, according to his online order number [redacted] only used $19.98 in Shop Your Way Reward points
which have been refunded. Additionally, $22.50 in Shop Your Way Reward points
have been returned for his online order number [redacted] Unfortunately,
we are not always able to arrive at a resolution that would meet with a consumer’s
complete satisfaction, since we do not find that all requests are reasonable
and therefore within our power to grant.
In [redacted] case we do apologize that we failed his expectations,
but we feel the refund that has been provided is relative to the circumstances
and our decision is final. 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
January 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear [redacted] We have completed the investigation of Ms[redacted] complaint regarding her inability to receive her...
recent order the billing involved. As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers 24 hours a day, 7 days a week, 365 days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the items in question were not available in Ms[redacted] area and the “charge” she saw was merely a pending hold, not an actual charge. These usually fall off within several days. However, we have spoken with [redacted] and the transaction was voided altogether today. As far as the points Ms. [redacted] speaks of are concerned, she only used $6.71 worth of points on her order and they have been added back to her account. These points expire on January 27, 2016 so they need to be used before then. In light of the aforementioned information, we respectfully ask that this matter be considered closed. In closure, 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] Specialist, Regulatory Complaints [redacted]
Complaint: [redacted]
I am rejecting this response because: Sear is not being truthful and knows better than this I was asked by one of their tech to make added room around the service door for more convenient access and spent much time and money doing so. The photo I sent was to show it was done so they could remove the no service on my plan on this particular unit. This unit has been in this location since it was new and sears serviced it before several times with no issues to access when they sent someone who was really trying to get the repair done. The wall net to it was also always there and this unit was never moved. In fact sears serviced the old unit for over 20yrs in this exact same location. This is just a vendetta drummed up my these service guys so they can stick up for each other not doing their job. I can also assure I have never spoken to any of these guys except on the phone. My Contractor who asked one of these guys to leave and never come back was in his words in Spanish said the guy that was out there was just being lazy his words. He said he threatened him verbally and then said he would fix the owner of this property . He told be he sat across the street of my property and was talking and doing something on his computer. I suppose this was the fix he put in lie ing about his experience. I know this contractor and he is a mental sole and if he pissed him off he must have done something to earn it. No matter it seems at this point sears would rather have an employee fight against it s customer that has paid for this service. And how do they explain all the other service guys and gals that have worked her over the past 25 yrs that never had a problem. All I know is I have paid for a service and complied with their access request and that is not good enough for this rep and his band of workman and from the first call he was very argugmenative as well as condescending and mad statements like he was not sure what he was looking at and also said he was not a contractor and knew nothing about construction. Of course it very clear he does not. He also was not interested in solving the problem. This note he sent back to you is the real lie and this man is the lier. I am not sure where we go from here but I intend to get what I paid for. None of this is my fault this is something that occurred between a sub contractors the time working on a different project at this property and in no longer in my employ so I have no understanding who these people are they speak of. Thanks [redacted]
Sincerely,
[redacted]
Revdex.com:I'm confused by [redacted] response. He did call me last week and left a voice message that Sears would make the requested refund in the form of a gift card. He said that he would not be in the office the next day so I would not be able to get ahold of him but he would call me the following day. He did not do that. In the meantime, another Sears Outlet employee called and emailed me yesterday to resolve getting the gift card to me. We agreed that they would mail it to me. So I do find the resolution satisfactory -- when the gift card arrives of course.
Sincerely,
[redacted]
January 11, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the bill she received for services that she...
had already paid for. We would first like to reassure [redacted] that our billing department does not report to any of the three major credit reporting agencies, so any bill sent to her, whether paid or unpaid, would have no effect on her credit history. With that said, we did confirm that she was billed in error and our billing department has updated her file to reflect that she does not owe Sears any monies. If [redacted] receives any correspondence related to this debt dated after today, then she should definitely contact me directly so that I can assist further. We also wanted to note that the original charge should only have been $75.00 since that is the fee for a “declined estimate”, which is the service that [redacted] received. Instead of just sending [redacted] a check for $10.00 we have instead issued her a refund for half of her charges as an expression of our apologies for our errors. Accordingly a mailed bank check for $42.50 has been issued to the same address noted on this complaint. She should receive this within 2-3 weeks and if she does not, she is welcome to contact me via email or phone. In the interim, since we have not only stopped the billing but sent back some of our previously collected funds, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
November
5, 2015RevDex.com[redacted]330
North Wabash Ave., Ste. 2006Chicago,
IL 60611[redacted]Via:
Revdex.com Website [redacted]
This
letter serves to confirm that Sears Home Improvement Products, Inc. (SHIP) has
been in contact...
with [redacted]. We
made multiple attempts to reach her by phone and had not been able to reach her
until today. We are researching the customer’s claim and will be in contact
once we have concluded our required research. We have asked [redacted] to
forward all of her relevant third-party correspondence and invoices to us so
that we are fully informed of the background of her complaint. We will be in
contact once we have reached a decision. 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]Sincerely,[redacted]
[redacted] cc:
[redacted]ia 1st class postageTell us why here...
March 10, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], District Service Manager, who states the following:
After doing an investigation on this the claim that we put the part on without the [redacted] knowledge is unfounded. [redacted] came in for tires and an alignment. After looking at the vehicle, the store found that the front end had play in it and could not do the alignment without replacing an inner and outer tie rod. They also found that a hub assembly had play in it. After speaking to [redacted] he approved the work to be done, and signed the work order for us to do the work. It appears that after the work was performed, [redacted] looked into it and remembered that they had had a hub replaced at a different garage. The work was approved and preformed according to the customers wishes. I have attached a sign copy of both the work order approving the work, and the Invoice when it was paid for. 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]
Regulatory Complaints Specialist
[redacted]
December 29, 2015 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #10964196 – Richard [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his Shop...
Your Way Reward (SYWR) account. While Mr. [redacted] complaint does not clarify he is concerned about his SYWR account, from the research we were able to do, it appears this is the one he was temporarily locked out of due to the submission of multiple discount codes that were not valid. Our records indicate that he was provided with $65.00 in courtesy adjustment points in just the last several weeks, and since he has had his membership in 2013, he has been given approximately $184.00 in courtesy adjustments that are separate from any points he earned through promotions or purchases. While we understand Mr. [redacted] found the situation frustrating when he filed his complaint, we are not able to provide him with his request for $1000.00 in compensation, regardless of whether it was in points, store credit, or otherwise. However, we do think the adjustments provided so far are appropriate to the situations. Since our system shows that the problem has since been resolved with the lock-out on the account and the promised compensation was provided, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect line: [redacted]Email: Dana.[redacted]@searshc.com
November
21, 2015
[redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]
[redacted]We
have completed the investigation of [redacted] complaint regarding her
recent order. According
to...
our records[redacted] spoke with [redacted] from our Executive Office and
he was able to resolve this matter to her satisfaction. Accordingly, we
respectfully ask that this matter be considered closed. We
apologize to Ms. Szczesniak 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 [redacted]Tell us why here...
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a food loss claim. ...
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Upon researching Mr. [redacted] concerns with the denial of his second food loss claim, we find that it was denied because it was not verified by a technician. However, since the refrigerator was exchanged, we feel that this confirms that the refrigerator had failed again. Therefore, we contacted our Protection Agreements Department and submitted a food loss claim for $200.00 on Mr. [redacted] behalf. Accordingly, a check request has been processed, so Mr. [redacted] can expect a $200.00 check in the next two weeks. Additionally, the remaining Master Protection Agreement (MPA) coverage has been transferred to Mr. [redacted] new refrigerator; the coverage expires on September 22, 2017. With that said, since we have documented Mr. [redacted] concerns and issued the requested food loss check, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: 10958567
I am rejecting this response because: I sent a few messages stating that I received only 3 shipping labels and received no response. If the message “you can keep the item or return it by your own we will process you the complete refund” does not mean that i could keep the merchandise and still get a refund, then please provide me with an explanation WHAT it really means and, most important, WHY it was sent to me? It's been 2.5 months since I started asking for a refund and I still don't have it. First, I received the wrong color, later I received a fake phone number of the third party (seller), then I received an email that does not mean what it says, later 3 lables instead of 4. Seems like too many errors to me.
Sincerely,
Elena [redacted]
Complaint: 10931621
I am rejecting this response because: Sears is actually in agreement with me; they prematurely installed my tires w/o doing the alignment test work first. Again, I came in for an alignment and later in the conversation added tires. Sears quotes in their response "Without doing the major work first, the alignment and tire work would wear prematurely". My point exactly; Sears installed the tires w/o checking the alignment and w/o allowing me the opportunity to get the other work performed first. Sears installed the 4 new tires and they told me my car needed a part that 1) I checked and found two other repair shops charging less than Sears, and 2) they kept my car all day long on Saturday and called me just before closing letting me know that they would not be able to get the part until sometime on Monday. Had they checked my car first, the problem would have been identified first and fixed before the tires were to be installed. Instead, Sears installed the tires first they did the check and in their own admission "the tire work was done prematurely." I am requesting that that I be granted the discount price on an alignment that was offered to me for purchasing 4 tires since my tires were installed prematurely/before the alignment was done.
Sincerely,
Denice [redacted]
January 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience...
and request to receive the product she ordered. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted], telephone number ([redacted] and email: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [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. Unfortunately, we have no control over Third Party Marketplace Vendors delivery companies they use, our records show that delivery was completed on January 10, 2016. In closure, since Ms. [redacted] confirmed that the product was received in good condition, 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.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding his dissatisfaction at being informed that repairs needed for...
her mower would not be covered under her manufacture warranty. As clarification, not all calls for service are covered by a manufacturer. Specifically, the warranty generally covers service visits that are due to a defect in material or workmanship, but it does not cover the service if it involves instructing a customer on usage or any repairs due to customer miss use. In Ms. [redacted] case, our technician found that the carburetor had to be rebuilt. A carburetor would not need this type of repair unless the mower was run with stale or bad fuel or the gas oil mixture was not done correctly. With that said, it appears that Ms. [redacted] was provided with information that her repairs would be covered under the warranty before a technician had time to diagnose the mower. We offere Ms. [redacted] a gift card in the amount of $20.00 for her inconvenience of receiving incorrect information, which she accepted; and as it is our understanding that the mower is in working condition and in Ms. [redacted] possession 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, [redacted] Team Manager, Regulatory Complaints [redacted]
November 27, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order and delivery delay.It is unfortunate if we failed...
[redacted] expectations
as we value his patronage. We can assure that his concerns have been forwarded
to management for review. However, after researching the notes in his order we
found that the order was placed on November 15, 2015, and delivered on November
23, 2015. Accordingly, the order was delivered within the [redacted] timeframe. We
apologize again for any inconvenience [redacted] may have experienced. Since the
order was delivered on time, we respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
January 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her request to cancel and receive...
a refund for the [redacted] Mini Game Greatest Hits Learning Game she purchased from a Marketplace vendor hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller if there is a problem with their order. Although we confirmed that Mrs. [redacted] order shipped within 2 days as expected, we contacted the seller on her behalf. Because the order was already in transit, it arrived on December 5, 2015, but was returned by [redacted] because the addressee was not known at the delivery address provided by Mrs. [redacted] Therefore, we again contacted the seller to begin the return process and Mrs. [redacted] refund of $29.71 was issued to her [redacted] account ending in [redacted] on December 9, 2015. Since the requested resolution has been provided to Ms. [redacted], we have closed our file regarding this matter. 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]
December 22, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order. It is...
unfortunate that we failed [redacted] expectations as we value his patronage. After researching the online order we found that he had previously been in contact with Executive Member Support, Sears’ escalated complaint department. EMS confirmed that the order had been cancelled on December 14, 2015, and advised that the credit would post to his account within 3 to 5 business days. On December 16, 2016, a refund of $42.05 was completed under return receipt number [redacted]. The Executive Member Support team offered a 20% discount on [redacted] next purchase which he accepted. We apologize again for any inconvenience [redacted] may have experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, 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
December 4, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10940023 – Carl [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s
complaint regarding his dissatisfaction with a lawn tractor her purchased from...
sears.com
and his subsequent request for an exchange or refund.It is unfortunate that we failed Mr. [redacted]’s
expectations when he recently purchased a lawn tractor from Sears. We value his
patronage and can understand his frustration with the events detailed in his
letter. His concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, we have confirmed that a refund of $2,121.98 was issued to
his Visa account ending in 0754 on November 8, 2015. While we understand that Mr. [redacted] has requested
this amount to be refunded in cash or check, Sears’ stated policy explains that
all refunds will be provided in the same form as payment. Credit card providers typically accept refund and apply them
toward any balance that may be remaining on a closed credit card. If there is no balance due, the credit will
result in a positive account balance, which the credit card provider will be
responsible for providing to Mr. [redacted].
As such, we can only suggest that Mr. [redacted] contact his account
provider to request a check refund for any positive account balance that may
have resulted from our refund. At this
time, we can only reiterate that we truly regret any inconvenience he may have
experienced. We hope that in the future
he will allow us the opportunity to provide him 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 Mr. [redacted]’s comments and
the appropriate refund has been provided. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist[redacted]
April 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. As...
clarification, [redacted] placed through one of our Marketplace vendors, [redacted]. Some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Furthermore, each seller posts their return policies and the member’s purchase is subject to those terms. [redacted]’s return policy notes: “You can initiate a return for most new and unopened itemswithin 30 days of delivery for a full refund.* You must return items in new or unused condition with all original materials included with the shipment. We must receive your returned items at our processing facility within 45 days of delivery (seeProduct-Specific Return Policies for exceptions). We inspect all returned items and award a partial refund for opened or used products. If the return is a result of our error or defective product, we will refund the full cost of the merchandise and shipping charges. If you initiate a return after 30 days, we may issue a partial refund* depending on elapsed time and condition of merchandise.” As such, [redacted] purchase would not qualify for a full refund. However, it is possible they might be willing to issue a partial refund. Unfortunately, we cannot assist any further and [redacted] would need to contact [redacted] with any communications regarding her order. As this decision is in accordance to our posted terms and conditions, 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] Specialist, Regulatory Complaints [redacted]
Complaint: [redacted]I am rejecting this response because:
I received 1 call since this rebuttal occured from phone [redacted], Jerry..Sears Delivery, which I responed to. I have not had any contact with Amy . Joe was the third party. The second refrigerator was delivered and it defected. They had to delivery a third refrigerator. Ms. Amy has not contacted me. I am so surprised to see that the customer service at Sears has depleted to such low values. I wold like my account adjusted. My husband repaired my door, not SearsSincerely,[redacted]
November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted]
rebuttal to the previous response provided.We have reviewed [redacted] rebuttal, and we do not
find that he has brought any new information to his complaint. As
clarification, according to his online order number [redacted] only used $19.98 in Shop Your Way Reward points
which have been refunded. Additionally, $22.50 in Shop Your Way Reward points
have been returned for his online order number [redacted] Unfortunately,
we are not always able to arrive at a resolution that would meet with a consumer’s
complete satisfaction, since we do not find that all requests are reasonable
and therefore within our power to grant.
In [redacted] case we do apologize that we failed his expectations,
but we feel the refund that has been provided is relative to the circumstances
and our decision is final. 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
January 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear [redacted] We have completed the investigation of Ms[redacted] complaint regarding her inability to receive her...
recent order the billing involved. As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers 24 hours a day, 7 days a week, 365 days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the items in question were not available in Ms[redacted] area and the “charge” she saw was merely a pending hold, not an actual charge. These usually fall off within several days. However, we have spoken with [redacted] and the transaction was voided altogether today. As far as the points Ms. [redacted] speaks of are concerned, she only used $6.71 worth of points on her order and they have been added back to her account. These points expire on January 27, 2016 so they need to be used before then. In light of the aforementioned information, we respectfully ask that this matter be considered closed. In closure, 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] Specialist, Regulatory Complaints [redacted]
Complaint: [redacted]
I am rejecting this response because: Sear is not being truthful and knows better than this I was asked by one of their tech to make added room around the service door for more convenient access and spent much time and money doing so. The photo I sent was to show it was done so they could remove the no service on my plan on this particular unit. This unit has been in this location since it was new and sears serviced it before several times with no issues to access when they sent someone who was really trying to get the repair done. The wall net to it was also always there and this unit was never moved. In fact sears serviced the old unit for over 20yrs in this exact same location. This is just a vendetta drummed up my these service guys so they can stick up for each other not doing their job. I can also assure I have never spoken to any of these guys except on the phone. My Contractor who asked one of these guys to leave and never come back was in his words in Spanish said the guy that was out there was just being lazy his words. He said he threatened him verbally and then said he would fix the owner of this property . He told be he sat across the street of my property and was talking and doing something on his computer. I suppose this was the fix he put in lie ing about his experience. I know this contractor and he is a mental sole and if he pissed him off he must have done something to earn it. No matter it seems at this point sears would rather have an employee fight against it s customer that has paid for this service. And how do they explain all the other service guys and gals that have worked her over the past 25 yrs that never had a problem. All I know is I have paid for a service and complied with their access request and that is not good enough for this rep and his band of workman and from the first call he was very argugmenative as well as condescending and mad statements like he was not sure what he was looking at and also said he was not a contractor and knew nothing about construction. Of course it very clear he does not. He also was not interested in solving the problem. This note he sent back to you is the real lie and this man is the lier. I am not sure where we go from here but I intend to get what I paid for. None of this is my fault this is something that occurred between a sub contractors the time working on a different project at this property and in no longer in my employ so I have no understanding who these people are they speak of. Thanks [redacted]
Sincerely,
[redacted]
Revdex.com:I'm confused by [redacted] response. He did call me last week and left a voice message that Sears would make the requested refund in the form of a gift card. He said that he would not be in the office the next day so I would not be able to get ahold of him but he would call me the following day. He did not do that. In the meantime, another Sears Outlet employee called and emailed me yesterday to resolve getting the gift card to me. We agreed that they would mail it to me. So I do find the resolution satisfactory -- when the gift card arrives of course.
Sincerely,
[redacted]
January 11, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the bill she received for services that she...
had already paid for. We would first like to reassure [redacted] that our billing department does not report to any of the three major credit reporting agencies, so any bill sent to her, whether paid or unpaid, would have no effect on her credit history. With that said, we did confirm that she was billed in error and our billing department has updated her file to reflect that she does not owe Sears any monies. If [redacted] receives any correspondence related to this debt dated after today, then she should definitely contact me directly so that I can assist further. We also wanted to note that the original charge should only have been $75.00 since that is the fee for a “declined estimate”, which is the service that [redacted] received. Instead of just sending [redacted] a check for $10.00 we have instead issued her a refund for half of her charges as an expression of our apologies for our errors. Accordingly a mailed bank check for $42.50 has been issued to the same address noted on this complaint. She should receive this within 2-3 weeks and if she does not, she is welcome to contact me via email or phone. In the interim, since we have not only stopped the billing but sent back some of our previously collected funds, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
November
5, 2015RevDex.com[redacted]330
North Wabash Ave., Ste. 2006Chicago,
IL 60611[redacted]Via:
Revdex.com Website [redacted]
This
letter serves to confirm that Sears Home Improvement Products, Inc. (SHIP) has
been in contact...
with [redacted]. We
made multiple attempts to reach her by phone and had not been able to reach her
until today. We are researching the customer’s claim and will be in contact
once we have concluded our required research. We have asked [redacted] to
forward all of her relevant third-party correspondence and invoices to us so
that we are fully informed of the background of her complaint. We will be in
contact once we have reached a decision. 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]Sincerely,[redacted]
[redacted] cc:
[redacted]ia 1st class postageTell us why here...