January 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of her sears.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. We issued a full refund in 3 separate credits of $10.80, $89.19, and $8.00 to her MasterCard ending in 2623 on December 25, 2015, January 2, 2016, and January 3, 2016. In addition, we placed a new order for Ms. [redacted] to purchase the tool chest at the same price with an extra 10% off. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Initial Business Response /* (1000, 8, 2014/12/04) */
December 4, 2014
[redacted]
...
[redacted]
[redacted]
This letter is to inform you that we have been in contact with [redacted] We are working with them to address their concerns with their window installation. The windows have been ordered and they are expected to arrive approximately Friday, December 12, 2014. Once the windows have arrived we will schedule the installation with [redacted]
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears IS working with us to resolve this matter, and I wanted to mark yes above because they are working with us; however, the windows have not yet arrived. Therefore, neither a date for installation nor installation have yet occurred. Please keep this matter open until it is resolved. Thank you very much.
[redacted]
Final Business Response /* (4000, 15, 2014/12/31) */
December 29, 2014
[redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Pursuant to [redacted] complaint, the price match and timely installation of the windows has been completed. The windows were installed on 12/17/2014. [redacted] are happy with the repairs and have no additional concerns.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at[redacted]
[redacted]
[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 Sears Home Services and repairs to her washer. On January 9, 2016,...
Sears Home Services dispatched a laundry technician to Ms. [redacted] home to diagnose her concerns about her washer. The technician installed a previously ordered wash tub assembly. Once the washer was reassembled it was tested and was found to be operating as designed. Additionally, the washer did not show any signs of leaking. If Ms. [redacted] has any additional concerns that need to be addressed, we ask that she contact [redacted], Sears Home Services, Support Specialist at [redacted]. At this time, since we have completed the repairs to Ms. [redacted] washer, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 26, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online...
order experience. [redacted] Store General Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. After researching the complaint, we can understand her frustration with the product being sent to an old address listed in her profile. It should also be noted that address changes are not guaranteed, rather, they are only requests. We show that Ms. [redacted] attempted to inform Sears of the incorrect address however it was eight days after the order was placed. With that having been said, we have processed a refund and Ms. [redacted] may replace her order if she chooses. However, we recommend that Ms. [redacted] re-check her profile now to confirm that the address has updated in her profile prior to any further purchases. Finally as a gesture of goodwill, we have placed points to her Shop Your Way Rewards account. Should Ms. [redacted] have any questions, she may contact us directly at [redacted] In the interim, since a full refund has been processed, 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 Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding repairs to his garage door completed by Sears Garage Solutions. [redacted]...
[redacted], Sears Garage Solutions, Quality Control Manager provided the following response: Within his complaint [redacted] notes that Sears Garage Solutions have serviced his garage door multiple times and he wants a refund for services rendered. We would like to note the dates, services completed and amount paid: 4/26/15- tech completed a preventative maintenance check- total charge $69.00 10/7/15- tech adjusts the lower safety sensor- total charge- $104.00 01/06/16- tech installs new garage door cable- total charge $215.00 As you can see from reviewing the attached work orders, the services completed at [redacted] residence are unrelated. Additionally, it is important to note that the door is quite old. The home was built in 1969 and we have no way of knowing if the garage door is the original door installed when the house was built. The door is at least 20+ years old. With an older door, it is common to have repairs completed more often than a newly installed door, cables and spring. If [redacted] has any additional questions or concerns, he can reach me at [redacted] or via email at [redacted]. At this time, since we have noted that the three repairs to [redacted] garage door are unrelated, we will not be providing [redacted] with a refund of $400.00 he has requested. That said we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 8, 2014/11/25) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
November 25, 2014
[redacted]...
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We researched [redacted] order [redacted] that was placed with a third-party merchant, Mystore[redacted]. After the UPS label was created, Mystore[redacted] discovered that the item was actually out of stock. Since the label and shipping information had already been submitted to our systems, it appeared in the system as if it had shipped. Accordingly, [redacted] was refunded on November 13, 2014, in full for the amount of $227.81. We appreciate [redacted] feedback and forward to our upper management for review. Should [redacted] have any further questions or concerns, he may contact us via email at [redacted]. 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.
[redacted]
[redacted]
February 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: 11105035 - Kevin [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order and...
request for a full refund. 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 Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted]’ case, the order was fulfilled by ErgodE located at [redacted]., Richmond TX 77406, email: [redacted]@supportingbuyers.com and telephone number of [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [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. After reaching out to ErgodE on February 2, 2016, it appears that they issued a refund of $27.15 on February 9, 2016. For Mr. [redacted]’ records the return receipt number is 093010860109. Since the MP Vendor shorted Mr. [redacted]’ refund, we have issued the remaining balance of $6.00 on return receipt number 099119029421. In closure, since a full refund has been provided, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 18, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed the investigation of M[redacted] complaint regarding her dissatisfaction with the problems she encountered with the...
delivery of her refrigerator and washer.It is unfortunate that we failed M[redacted] expectations when she recently scheduled the delivery of her new refrigerator and washer. We value M[redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of M[redacted] complaint, we reached out to [redacted] Store Manager for Store [redacted] to assist with M[redacted] complaint. [redacted] research and confirmed that the refunds for the refrigerator, the washer and the hose have been issued. Our records indicate that on September 18, 2015 [redacted] paid $1373.60 on her order for a refrigerator, a washer and a 4 foot hose for the washer. A sales adjustment (credit) of $69.06 was issued on the washer on the date of the sale. [redacted] cancelled the refrigerator order due to the reverse door issue and a credit of $639.12 was issued for the refrigerator on September 26, 2015. The washer and the 4ft hose were delivered; regrettably, the 4 foot hose that was ordered for the washer was not long enough. Unfortunately, Sears was not able to provide [redacted] a longer hose and was informed that she could purchase a universal hose at any hardware store. Due to the hose issue and the customer service provided, [redacted] decided to return the washer and hose for a full refund. The credits of $552.38 and $18.05 for the return of the washer and the hose were issued on October 6, 2015. As clarification, the delivery/haul away fees of $79.99 and $15 are non-refundable. The credits totaling $1278.61 were all issued to M[redacted] credit card ending in [redacted] [redacted] made several attempts to contact [redacted] and left voicemails with her contact information. Since [redacted] did not respond she did not have the opportunity to discuss her concerns. She may contact Store Manager [redacted] or via email at [redacted] With that being said, since we have addressed the issue brought forth in M[redacted] complaint, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: I strongly believe it is wrong for a company to charge you double the amount they charge for the part in their store. I can accept the service charge and repair fee. But its an unfair practice to inflate the cost of the part, just because it was an in home service repair. I would like to be refunded for the overcharge.
Sincerely,
[redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her recent visit to...
one of our auto centers.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager of Unit# [redacted], who states the following:
Ms. [redacted] works here in our Full Line store. She brought her van over to us complaining of a weak brake pedal and little stopping ability. We brought her van into the garage and did an evaluation. We found that she had a bad master cylinder so we put an estimate for repair together and she accepted the job. We install the new MC and took her vehicle for a test drive. The vehicle stopped as it should with a firm pedal. Ms. [redacted] came and picked up her vehicle. A couple of weeks later she came to me again and said she was experiencing a similar problem with the van. I sent over an associate to get her keys and bring her van to the garage to see what was going on. The technician came to me and said one of her rear wheel cylinders had blown and was leaking fluid, and it had contaminated the rear shoes. I called Ms. [redacted] and explained what was going on, and that we couldn’t fix it that night as it was almost closing time. She told me she didn’t want to leave it here with me overnight for repair in the morning. I did explain that it was unsafe to drive as it was leaking brake fluid. She told me she drove it here so she can drive it home so I had my associate bring her van back around and give her the key. That was the last I heard from Ms. [redacted] with this issue until she sent me an email asking for her money back. In the same email she stated that she decided not to fix the vehicle and traded it in for a new one. Her service was done over 5 months ago and we do not find that any refunds are due. That being said, because we have addressed Ms. [redacted] complaint, 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.
February 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his washer and his request for a...
replacement. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted] Master Protection Agreement (MPA). Based upon the features of Mr. [redacted] current washer, it was determined that $1,049.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on February 22, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on April 23, 2016, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Mr. [redacted] with an equitable resolution, 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: [redacted]I am rejecting this response because:I have a repair person coming out 11-04-15 between 3pm and 6pm. Order number [redacted] from my understanding each technician that has come out. have said they took the authority away from them to say whether the refrigerator is repairable. It is not a washer it is refrigerator. The last time they came out they sent parts before the tech came out to even look at the refrigerator that does not even make since.
sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:My TV was replaced already and I am still having issues with my protection plan being transferred. This response was ridiculous since he didn't even know the TV was already replaced finally and the fact that I had cancelled the repair and they still sent someone out. I am now looking for the protection agreement I paid for to be transferred to the new TV. I also had many issues in obtaining my replacement from managers who were demanding payments of $150.00 and rude store personnel and driving to 2 different stores.
Sincerely,
[redacted]
March 23, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attention. This letter serves to provide a response to the customer’s rebuttal statement dated 03/17/2016. SHIP is disheartened that [redacted] feels that his concerns were not resolved adequately by our company prior to seeking further action from you. The sash was reordered and will arrive this week. We will complete all repairs once we have received the sash. We apologize for any frustrations or inconveniences [redacted] may have experienced as a result of this issue. Thank you for your time, effort and patience during the investigation. If you have any questions or concerns, please contact me at [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
[redacted]
March 7, 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 some [redacted] tool she wished to receive replacements for. District Manager [redacted] provided the following response: I have spoken with [redacted] and I advised him that if he will bring the 12 broken screw drivers to the Fort Payne location, comparable replacements will be provided. This is a provision of the [redacted] Guarantee and I would like to apologize for any previous misunderstanding. Should [redacted] need to speak with me ([redacted]) I may be reached at [redacted] during normal business hours. In light of the aforementioned information, we respectfully ask that this matter remain 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
March 23, 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 the repair of her washer/dryer.
We have...
received [redacted] complaint and apologize that she has had issues getting her washer/dryer repaired. Our offices reached out to [redacted] and she verified that the unit was repaired and is now working. She was, however, dissatisfied that it took 11 hours of waiting before the technician arrived. For this, we apologize and have escalated to the service manager so that future instances such as this can be averted. Because we value [redacted] patronage, we have processed a $50.00 gift card for any inconveniences that she may be experienced. The gift card will be received in 7-10 business days to the address listed on this complaint. That being said, because [redacted] washer/dryer has been repaired, 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]
[redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] [redacted] We have completed the investigation of [redacted]’s complaint regarding a
freezer purchased from Sears. [redacted], Sears Delivery Solutions, Support Specialist provided the following
response:I have been in contact with [redacted], manager of the Sears in Buffalo, who has informed me that she
has had two appointments set up with [redacted] to select a replacement
freezer, but he has not been able to come in due to his work schedule. That
said, we reiterate that [redacted] has agreed to assist [redacted] to assist
him with his freezer concerns. The store will process the exchange and schedule
delivery of the new freezer. That said, if [redacted] needs any additional
assistance we feel it is best that he contact [redacted] at [redacted] or
via email at [redacted] In his rebuttal [redacted] notes food loss, we feel it is
important to note that the freezer is not covered by a Sears Protection
Agreement, and the manufacturer’s warranty does not provide for food loss
reimbursement. Additionally, Sears Home Services has no records if servicing
the freezer [redacted] notes as a lemon in his complaint. I invite [redacted]
to contact me for additional assistance; I can be reached at [redacted] If [redacted] can be of any additional assistance to [redacted] after the new unit has been delivered, he can reach me at [redacted] Since we have
noted our response to [redacted]’s complaint, we ask that this complaint be
closed pending future contact. 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]
Complaint: 11123028I am rejecting this response because: This dryer was functioning prior to the maintenance work done by Sears. The house and dryer were inspected prior to the maintenance being performed, at which time the prior owner was moved out of the home. Accordingly, the maintenance performed by Sears was directly related to the lack of functioning, and yet Sears is refusing to honor any warranty for their services. Quite frankly, I would never choose to pay for Sears to perform any service after their maintenance personnel broke the dryer, and then their customer service representatives repeatedly cancelled follow-up appointments while fabricating calls made by me that allegedly requested such cancellation. A 20% discount on services that are required due to Sears' own negligence is unacceptable.Sincerely,Andrew [redacted]
February 11, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mr. [redacted] complaint regarding his request to cancel his...
order and receive a refund. [redacted] Manger for Sears Store number [redacted], has attempted to contact Mr. [redacted] by telephone, but has not been able to speak with him. She left messages with her contact information on February 2nd and February 8, 2016, asking for a return call to discuss his issue further; however, Mr. [redacted] has not yet replied. Unfortunately, because Mr. [redacted] order was shipped to our store, the cancellation needs to be processed by our store. Therefore, until we have the opportunity to discuss this matter with him, we are unable to work toward a resolution. If Mr. [redacted] still needs assistance, he is welcome to contact [redacted] at ([redacted]. We ask to have this matter closed in the interim, pending Mr. [redacted] response. We apologize to Mr. [redacted] for this issue 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]
Complaint: [redacted]
I am rejecting this response because:
I can buy things at sears setup a repair appointment they don't call or show up to do the repair and make up statements that are not true that's how they treat their customers not a very good way to run a businessThey should come and repair the door that never lined up with the other door witch I wish I would have seen it was defective on the day they delivered it I would not have never accepted the frigerator and we would have this problem now Sincerely,
[redacted]
January 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of her sears.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. We issued a full refund in 3 separate credits of $10.80, $89.19, and $8.00 to her MasterCard ending in 2623 on December 25, 2015, January 2, 2016, and January 3, 2016. In addition, we placed a new order for Ms. [redacted] to purchase the tool chest at the same price with an extra 10% off. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Initial Business Response /* (1000, 8, 2014/12/04) */
December 4, 2014
[redacted]
...
[redacted]
[redacted]
This letter is to inform you that we have been in contact with [redacted] We are working with them to address their concerns with their window installation. The windows have been ordered and they are expected to arrive approximately Friday, December 12, 2014. Once the windows have arrived we will schedule the installation with [redacted]
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears IS working with us to resolve this matter, and I wanted to mark yes above because they are working with us; however, the windows have not yet arrived. Therefore, neither a date for installation nor installation have yet occurred. Please keep this matter open until it is resolved. Thank you very much.
[redacted]
Final Business Response /* (4000, 15, 2014/12/31) */
December 29, 2014
[redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Pursuant to [redacted] complaint, the price match and timely installation of the windows has been completed. The windows were installed on 12/17/2014. [redacted] are happy with the repairs and have no additional concerns.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at[redacted]
[redacted]
[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 Sears Home Services and repairs to her washer. On January 9, 2016,...
Sears Home Services dispatched a laundry technician to Ms. [redacted] home to diagnose her concerns about her washer. The technician installed a previously ordered wash tub assembly. Once the washer was reassembled it was tested and was found to be operating as designed. Additionally, the washer did not show any signs of leaking. If Ms. [redacted] has any additional concerns that need to be addressed, we ask that she contact [redacted], Sears Home Services, Support Specialist at [redacted]. At this time, since we have completed the repairs to Ms. [redacted] washer, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 26, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online...
order experience. [redacted] Store General Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. After researching the complaint, we can understand her frustration with the product being sent to an old address listed in her profile. It should also be noted that address changes are not guaranteed, rather, they are only requests. We show that Ms. [redacted] attempted to inform Sears of the incorrect address however it was eight days after the order was placed. With that having been said, we have processed a refund and Ms. [redacted] may replace her order if she chooses. However, we recommend that Ms. [redacted] re-check her profile now to confirm that the address has updated in her profile prior to any further purchases. Finally as a gesture of goodwill, we have placed points to her Shop Your Way Rewards account. Should Ms. [redacted] have any questions, she may contact us directly at [redacted] In the interim, since a full refund has been processed, 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 Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding repairs to his garage door completed by Sears Garage Solutions. [redacted]...
[redacted], Sears Garage Solutions, Quality Control Manager provided the following response: Within his complaint [redacted] notes that Sears Garage Solutions have serviced his garage door multiple times and he wants a refund for services rendered. We would like to note the dates, services completed and amount paid: 4/26/15- tech completed a preventative maintenance check- total charge $69.00 10/7/15- tech adjusts the lower safety sensor- total charge- $104.00 01/06/16- tech installs new garage door cable- total charge $215.00 As you can see from reviewing the attached work orders, the services completed at [redacted] residence are unrelated. Additionally, it is important to note that the door is quite old. The home was built in 1969 and we have no way of knowing if the garage door is the original door installed when the house was built. The door is at least 20+ years old. With an older door, it is common to have repairs completed more often than a newly installed door, cables and spring. If [redacted] has any additional questions or concerns, he can reach me at [redacted] or via email at [redacted]. At this time, since we have noted that the three repairs to [redacted] garage door are unrelated, we will not be providing [redacted] with a refund of $400.00 he has requested. That said we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 8, 2014/11/25) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
November 25, 2014
[redacted]...
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We researched [redacted] order [redacted] that was placed with a third-party merchant, Mystore[redacted]. After the UPS label was created, Mystore[redacted] discovered that the item was actually out of stock. Since the label and shipping information had already been submitted to our systems, it appeared in the system as if it had shipped. Accordingly, [redacted] was refunded on November 13, 2014, in full for the amount of $227.81. We appreciate [redacted] feedback and forward to our upper management for review. Should [redacted] have any further questions or concerns, he may contact us via email at [redacted]. 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.
[redacted]
[redacted]
February 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: 11105035 - Kevin [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order and...
request for a full refund. 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 Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted]’ case, the order was fulfilled by ErgodE located at [redacted]., Richmond TX 77406, email: [redacted]@supportingbuyers.com and telephone number of [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [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. After reaching out to ErgodE on February 2, 2016, it appears that they issued a refund of $27.15 on February 9, 2016. For Mr. [redacted]’ records the return receipt number is 093010860109. Since the MP Vendor shorted Mr. [redacted]’ refund, we have issued the remaining balance of $6.00 on return receipt number 099119029421. In closure, since a full refund has been provided, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 18, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed the investigation of M[redacted] complaint regarding her dissatisfaction with the problems she encountered with the...
delivery of her refrigerator and washer.It is unfortunate that we failed M[redacted] expectations when she recently scheduled the delivery of her new refrigerator and washer. We value M[redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of M[redacted] complaint, we reached out to [redacted] Store Manager for Store [redacted] to assist with M[redacted] complaint. [redacted] research and confirmed that the refunds for the refrigerator, the washer and the hose have been issued. Our records indicate that on September 18, 2015 [redacted] paid $1373.60 on her order for a refrigerator, a washer and a 4 foot hose for the washer. A sales adjustment (credit) of $69.06 was issued on the washer on the date of the sale. [redacted] cancelled the refrigerator order due to the reverse door issue and a credit of $639.12 was issued for the refrigerator on September 26, 2015. The washer and the 4ft hose were delivered; regrettably, the 4 foot hose that was ordered for the washer was not long enough. Unfortunately, Sears was not able to provide [redacted] a longer hose and was informed that she could purchase a universal hose at any hardware store. Due to the hose issue and the customer service provided, [redacted] decided to return the washer and hose for a full refund. The credits of $552.38 and $18.05 for the return of the washer and the hose were issued on October 6, 2015. As clarification, the delivery/haul away fees of $79.99 and $15 are non-refundable. The credits totaling $1278.61 were all issued to M[redacted] credit card ending in [redacted] [redacted] made several attempts to contact [redacted] and left voicemails with her contact information. Since [redacted] did not respond she did not have the opportunity to discuss her concerns. She may contact Store Manager [redacted] or via email at [redacted] With that being said, since we have addressed the issue brought forth in M[redacted] complaint, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because: I strongly believe it is wrong for a company to charge you double the amount they charge for the part in their store. I can accept the service charge and repair fee. But its an unfair practice to inflate the cost of the part, just because it was an in home service repair. I would like to be refunded for the overcharge.
Sincerely,
[redacted]
January 20, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her recent visit to...
one of our auto centers.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager of Unit# [redacted], who states the following:
Ms. [redacted] works here in our Full Line store. She brought her van over to us complaining of a weak brake pedal and little stopping ability. We brought her van into the garage and did an evaluation. We found that she had a bad master cylinder so we put an estimate for repair together and she accepted the job. We install the new MC and took her vehicle for a test drive. The vehicle stopped as it should with a firm pedal. Ms. [redacted] came and picked up her vehicle. A couple of weeks later she came to me again and said she was experiencing a similar problem with the van. I sent over an associate to get her keys and bring her van to the garage to see what was going on. The technician came to me and said one of her rear wheel cylinders had blown and was leaking fluid, and it had contaminated the rear shoes. I called Ms. [redacted] and explained what was going on, and that we couldn’t fix it that night as it was almost closing time. She told me she didn’t want to leave it here with me overnight for repair in the morning. I did explain that it was unsafe to drive as it was leaking brake fluid. She told me she drove it here so she can drive it home so I had my associate bring her van back around and give her the key. That was the last I heard from Ms. [redacted] with this issue until she sent me an email asking for her money back. In the same email she stated that she decided not to fix the vehicle and traded it in for a new one. Her service was done over 5 months ago and we do not find that any refunds are due. That being said, because we have addressed Ms. [redacted] complaint, 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]
[redacted]
February 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his washer and his request for a...
replacement. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted] Master Protection Agreement (MPA). Based upon the features of Mr. [redacted] current washer, it was determined that $1,049.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on February 22, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on April 23, 2016, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Mr. [redacted] with an equitable resolution, 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: [redacted]I am rejecting this response because:I have a repair person coming out 11-04-15 between 3pm and 6pm. Order number [redacted] from my understanding each technician that has come out. have said they took the authority away from them to say whether the refrigerator is repairable. It is not a washer it is refrigerator. The last time they came out they sent parts before the tech came out to even look at the refrigerator that does not even make since.
sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:My TV was replaced already and I am still having issues with my protection plan being transferred. This response was ridiculous since he didn't even know the TV was already replaced finally and the fact that I had cancelled the repair and they still sent someone out. I am now looking for the protection agreement I paid for to be transferred to the new TV. I also had many issues in obtaining my replacement from managers who were demanding payments of $150.00 and rude store personnel and driving to 2 different stores.
Sincerely,
[redacted]
March 23, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attention. This letter serves to provide a response to the customer’s rebuttal statement dated 03/17/2016. SHIP is disheartened that [redacted] feels that his concerns were not resolved adequately by our company prior to seeking further action from you. The sash was reordered and will arrive this week. We will complete all repairs once we have received the sash. We apologize for any frustrations or inconveniences [redacted] may have experienced as a result of this issue. Thank you for your time, effort and patience during the investigation. If you have any questions or concerns, please contact me at [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
[redacted]
March 7, 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 some [redacted] tool she wished to receive replacements for. District Manager [redacted] provided the following response: I have spoken with [redacted] and I advised him that if he will bring the 12 broken screw drivers to the Fort Payne location, comparable replacements will be provided. This is a provision of the [redacted] Guarantee and I would like to apologize for any previous misunderstanding. Should [redacted] need to speak with me ([redacted]) I may be reached at [redacted] during normal business hours. In light of the aforementioned information, we respectfully ask that this matter remain 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
March 23, 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 the repair of her washer/dryer.
We have...
received [redacted] complaint and apologize that she has had issues getting her washer/dryer repaired. Our offices reached out to [redacted] and she verified that the unit was repaired and is now working. She was, however, dissatisfied that it took 11 hours of waiting before the technician arrived. For this, we apologize and have escalated to the service manager so that future instances such as this can be averted. Because we value [redacted] patronage, we have processed a $50.00 gift card for any inconveniences that she may be experienced. The gift card will be received in 7-10 business days to the address listed on this complaint. That being said, because [redacted] washer/dryer has been repaired, 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]
[redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] [redacted] We have completed the investigation of [redacted]’s complaint regarding a
freezer purchased from Sears. [redacted], Sears Delivery Solutions, Support Specialist provided the following
response:I have been in contact with [redacted], manager of the Sears in Buffalo, who has informed me that she
has had two appointments set up with [redacted] to select a replacement
freezer, but he has not been able to come in due to his work schedule. That
said, we reiterate that [redacted] has agreed to assist [redacted] to assist
him with his freezer concerns. The store will process the exchange and schedule
delivery of the new freezer. That said, if [redacted] needs any additional
assistance we feel it is best that he contact [redacted] at [redacted] or
via email at [redacted] In his rebuttal [redacted] notes food loss, we feel it is
important to note that the freezer is not covered by a Sears Protection
Agreement, and the manufacturer’s warranty does not provide for food loss
reimbursement. Additionally, Sears Home Services has no records if servicing
the freezer [redacted] notes as a lemon in his complaint. I invite [redacted]
to contact me for additional assistance; I can be reached at [redacted] If [redacted] can be of any additional assistance to [redacted] after the new unit has been delivered, he can reach me at [redacted] Since we have
noted our response to [redacted]’s complaint, we ask that this complaint be
closed pending future contact. 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]
Complaint: 11123028I am rejecting this response because: This dryer was functioning prior to the maintenance work done by Sears. The house and dryer were inspected prior to the maintenance being performed, at which time the prior owner was moved out of the home. Accordingly, the maintenance performed by Sears was directly related to the lack of functioning, and yet Sears is refusing to honor any warranty for their services. Quite frankly, I would never choose to pay for Sears to perform any service after their maintenance personnel broke the dryer, and then their customer service representatives repeatedly cancelled follow-up appointments while fabricating calls made by me that allegedly requested such cancellation. A 20% discount on services that are required due to Sears' own negligence is unacceptable.Sincerely,Andrew [redacted]
February 11, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mr. [redacted] complaint regarding his request to cancel his...
order and receive a refund. [redacted] Manger for Sears Store number [redacted], has attempted to contact Mr. [redacted] by telephone, but has not been able to speak with him. She left messages with her contact information on February 2nd and February 8, 2016, asking for a return call to discuss his issue further; however, Mr. [redacted] has not yet replied. Unfortunately, because Mr. [redacted] order was shipped to our store, the cancellation needs to be processed by our store. Therefore, until we have the opportunity to discuss this matter with him, we are unable to work toward a resolution. If Mr. [redacted] still needs assistance, he is welcome to contact [redacted] at ([redacted]. We ask to have this matter closed in the interim, pending Mr. [redacted] response. We apologize to Mr. [redacted] for this issue 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]
Complaint: [redacted]
I am rejecting this response because:
I can buy things at sears setup a repair appointment they don't call or show up to do the repair and make up statements that are not true that's how they treat their customers not a very good way to run a businessThey should come and repair the door that never lined up with the other door witch I wish I would have seen it was defective on the day they delivered it I would not have never accepted the frigerator and we would have this problem now Sincerely,
[redacted]