*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear *** *** We have completed our investigation of Mr*** complaint regarding multiple services on his riding tractor After reviewing the
service history and discussing the issue with our service department we have authorized a replacement of the riding tractorMr*** selected a new riding tractor, the replacement has been processed and delivery is set for June 17, At this time we are waiting for delivery, Mr*** has been provided with my direct contact information if he needs further assistanceSince it was our understanding that this resolution met with Mr*** approval, we have closed our file We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Lawerence W K*** Dear Ms*** We have completed our investigation of MrK*** complaint regarding his tractor Our records show that MrK*** tractor
was repairedWe apologize that we were not able to get the needed repair parts from the manufacture soonerSince it is our understanding that the tractor was repaired we have closed this case We apologize to MrK*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent purchase
According to our records, Mr*** was given a refund for $in relation to this matter on March 21, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Val ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Problem resolvedGot money refundedI did receive a couple of calls, after the refund, asking about when I would want my mattress deliveredTheir updates on orders clearly need a lot of workAnyways, yes the problem is resolvedThank you Revdex.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - T*** M J*** Dear Ms*** We have completed the investigation of MsJ***’s rebuttal We have reviewed both our response and MsJ***’s rebuttal, and we do not find that she has brought any new information to her complaint. We understand that MsJ*** is requesting a copy of the enrollment callThis is Sears proprietary information and not released to customer’s therefore MsJ***’s case remains closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 1, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the points displayed that he would earn with
a purchase and the later revocation of those points. To clarify, there was never a promotion in effect to award those pointsSomehow we had a system error that caused some orders to display a $award for each item purchased and when someone noticed this error happening it was posted on a deals type website and went viralPer the terms and conditions of our website and our Shop Your Way Reward program, any points issued in error can be removedWe did send those affected an email, and Mr*** acknowledges that he received thisWe felt notification of the error allowed the member to make a decision if they wanted to cancel their order if that was still an option, or return it if notIn Mr*** case we do not show any money changed hands since the whole order was paid for with points, though he is still welcome to return that merchandise within the days allotted for a refund of any points that were usedIn the interim, since we have explained there was an error and that Mr*** is welcome to return any merchandise that was purchased if the error contributed to his buying decision and we show the total amount of points used to make the purchase was $10.99, we have closed our file. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Initial Business Response /* (1000, 10, 2015/06/01) */
June 1,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** ***
Dear Ms***
We have completed our investigation of Mr***'s complaint regarding
the replacement of his TV
It is unfortunate that we failed Mr***'s expectations regarding the replacement of his televisionWe value Mr***'s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his replacement caused him any inconvenienceWe offered Mr*** a gift card in the amount of $for this inconveniences since he has gotten his TV replacementSince this resolution was accepted by Mr*** we have closed our case
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 8, 2015/06/22) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX XXXX XXXXX
June 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding her recent online experience
Ms*** attempted to place an online order with Kmart.com and used her PayPal account however an error occurred and an order number was never generatedMs*** indicated that while there may have been an error, she still showed a pending charge to her accountPrior to receiving the complaint filed, we found that Ms*** had previously been in contact with (ECR) Sears escalated complaint departmentECR contacted Sears Online Solutions Manager Sarender Singh who requested an authorization number from Ms*** along with the digit card number and/or account that was used so that she could request the hold to be released by the bankHowever, Ms*** has not responded with the information needed therefore the case was closed pending her response on June 18, Should Ms*** still require assistance, she may contact me directly via email at ***@searshc.comIn the interim, we have noted Ms***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 10, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Both charges have been reversed/cancelled
September 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of MsH*** complaint regarding
the non-receipt of a refund for a canceled dishwasher repair Upon receiving MsH*** complaint, we contacted the local service unit for further assistance. After reviewing MsH*** service order, it was confirmed that MsH*** is due a refund. While MsH*** is not due a full refund, as the technician provided a service by diagnosing her dishwasher; the unit submitted a request for a refund in the amount of $310.11, which reflected the $deduction for the non-refundable diagnostic feeThe check was processed on September 7, 2017, so MsH*** should receive it in the next seven to ten business days. With that said, since we have documented MsH*** concerns with Sears Home Services, and we have processed the refund she is due, we ask that this matter be closed We apologize to MsH*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
April 24, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the charge she paid for a part that she
feels was not in fact broken.In many cases that involve disputes over whether a part was truly not functioning or not, we would normally leave the part we replaced with the consumerHowever, when it comes to electronic control boards, after a certain time most available on the market are rebuiltTo rebuild them, it requires us sending back the coreThat means that by the time Ms*** requested that part, it had already been sent awayWith that said, we are willing to make a one-time exception and refund Ms*** for the partTo do so, we will need her to provide the first digits of her digit *** card ending in *** With the full account number we will be able to tell what has or has not been refunded, or disputed, and refund any remainingShe is welcome to call me at *** or email me at *** In the interim, since we are willing to provide Ms*** with her requested resolution and just need her account number to complete this, we have closed our file.We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
August 7,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94***- Christine ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with the multiple attempts to
repair her refrigerator and her request to complete the repair or a replacement
It is unfortunate that we failed Ms***'s expectations when she recently scheduled a refrigerator repairWe value Ms***'s patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
According to our records, on August 3, our tech installed a control board and the repair was completedTo provide Ms*** additional assurance, we offered to add a month protection agreement on the refrigerator at no additional cost to Ms*** and she accepted the offerWe processed the protection agreement on the refrigerator model with start date of August 7, and end date of February 7, Since the refrigerator has been repaired and the protection agreement is a resolution that met with Ms***'s approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
April 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ***
*** *** *** We have completed the investigation of *** ***’* rebuttal First of all, I would like to note that I never received an email from *** ***My email address is *** In the interest of resolving this issue, I am adding $worth of points to *** ***’s SYWR account These points should reflect within business hoursWhen they do, I ask that *** *** contact me at the email address listed above and I will gladly place and order for the second foundation using those pointsIn light of the aforementioned information, I 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
June 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the service on her lawn mower
and that they are not completed in a timely manner
It is unfortunate that we failed Ms*** expectations when she recently dropped-off her lawn mower for repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further
We contacted Ms*** and she confirmed that the lawn mower is currently not workingShe mentioned her concern that the store sends the lawn mower out for repair, which delays the repairMs*** mentioned that because of this delay, she will have to pay for lawn careShe also mentioned the inconvenience of having to take the lawn mower to the store for serviceAs clarification, Ms*** purchased a Repair Protection Agreement for her lawn mower that states, “If your sales receipt, Agreement certificate or this Agreement indicates Shop Service, you must bring the Covered Product to a Sears Repair location and pick it up following completion of serviceIn some cases, you will be provided packaging and you must ship the Covered Product to our service location, at our expense, for repair.” Therefore, we advised Ms*** that it is her responsibility to bring in the lawn mower for repairWe also advised that the Sears store associates are not qualified to service equipment; however, it will be sent to an authorized Sears service providerWe assured Ms*** that if the lawn mower is deemed non-repairable, then it will be exchanged as per the terms of her agreementWe provided Ms*** the nearest drop-off location for the repair of the lawn mower; and as a good-will gesture, we also offered her $for lawn care reimbursementWith that being said, since we have addressed the issue brought forth in Ms***' complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and
request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we have decided to process a refund for the boots in questionMs*** *** account will be credited within to business days from today’s dateFor Ms*** records the return receipt number is ***Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of MrS***’ complaint regarding a canceled washer repair
It is regrettable that we failed MrS*** expectations after he canceled his washer repairWe value MrS*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe sincerely apologize to MrS*** for any inconvenience we may have caused Upon receiving MrS***’ complaint, we contacted the local service unit for assistance. They spoke with MrS*** advised him that the part would need to be picked up before a refund could be issued. The technician was able to retrieve the part on September 12, 2017, and a refund of $was subsequently processed on September 13, 2017. MrS*** should receive a check in the next seven to ten business days. With that said, since we have documented MrS***’ concerns and we have issued his requested refund, we ask that this matter be closed Again, we apologize to MrS*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Sears has not acknowledged purposely and consistently providing conflicting and information with regard to my refundThe refund was not processed on June 27, as stated according to Sears own customer serviceTheir response is unacceptable, especially since the only way I received a refund was to open a dispute via *** which extended the process up to more business days and it was only a provisional refund so it could be deducted from my account ato any time.Providing information regarding my refund in unacceptable business policy and is unfair to customers who assume they're safely doing business with your organizationWith this experience under my belt my taste for sears has been soured, however I do not believe my request is unfairUnfortunately Sears response did not acknowledge anything and, therefore is unacceptable
Sincerely,
Joseph W***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service receipt of a damaged oven from sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, on March 8, 2017, we sent an email directly to Ms*** to inform her that we issued a refund of $1,and $to her *** account ending in *** Ms*** may reply to our email if she has any further questions about this issue or her refund. 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*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
March 20, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Charlotte A*** - # *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her refrigerator Upon receipt of Ms*** complaint, we reviewed the purchase and service history for her refrigerator. The unit was purchased on June 19, 2015, and delivered on June 24, 2015; the one-year manufacturer’s warranty expired on June 24, 2016, nearly nine months ago. During the warranty period, Ms*** had three service calls completed; the last repair was completed on September 1, 2016. Ms*** was not charged for any repairs as they either fell directly under the manufacturer’s warranty or Sears’ Home Services 90-day service guarantee. Unfortunately, neither the warranty nor the 90-day service guarantee is currently in effect; therefore, any needed repairs would be Ms*** financial responsibility Furthermore, per Sears’ Return Policy, a refund is only available within the first days Once a purchase is outside the 30-day time frame, but still within the one-year manufacturer’s warranty, a consumer needs to contact our service department to address any performance issues. Lastly, it is our understanding that Ms*** has purchased a new refrigerator from another retailer. With that said, since we have documented Mr*** concerns with her refrigerator and we have explained why we will not be honoring her request for a refund, we have closed our file We apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I did not ever receive the refund from SearsI stopped contacting Sears due to the staff's inability to help meHowever, I did dispute the charges with my credit card company, and I've received the full credit through them.
Sincerely,
*** * ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear *** *** We have completed our investigation of Mr*** complaint regarding multiple services on his riding tractor After reviewing the
service history and discussing the issue with our service department we have authorized a replacement of the riding tractorMr*** selected a new riding tractor, the replacement has been processed and delivery is set for June 17, At this time we are waiting for delivery, Mr*** has been provided with my direct contact information if he needs further assistanceSince it was our understanding that this resolution met with Mr*** approval, we have closed our file We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Lawerence W K*** Dear Ms*** We have completed our investigation of MrK*** complaint regarding his tractor Our records show that MrK*** tractor
was repairedWe apologize that we were not able to get the needed repair parts from the manufacture soonerSince it is our understanding that the tractor was repaired we have closed this case We apologize to MrK*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent purchase
According to our records, Mr*** was given a refund for $in relation to this matter on March 21, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Val ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Problem resolvedGot money refundedI did receive a couple of calls, after the refund, asking about when I would want my mattress deliveredTheir updates on orders clearly need a lot of workAnyways, yes the problem is resolvedThank you Revdex.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - T*** M J*** Dear Ms*** We have completed the investigation of MsJ***’s rebuttal We have reviewed both our response and MsJ***’s rebuttal, and we do not find that she has brought any new information to her complaint. We understand that MsJ*** is requesting a copy of the enrollment callThis is Sears proprietary information and not released to customer’s therefore MsJ***’s case remains closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 1, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the points displayed that he would earn with
a purchase and the later revocation of those points. To clarify, there was never a promotion in effect to award those pointsSomehow we had a system error that caused some orders to display a $award for each item purchased and when someone noticed this error happening it was posted on a deals type website and went viralPer the terms and conditions of our website and our Shop Your Way Reward program, any points issued in error can be removedWe did send those affected an email, and Mr*** acknowledges that he received thisWe felt notification of the error allowed the member to make a decision if they wanted to cancel their order if that was still an option, or return it if notIn Mr*** case we do not show any money changed hands since the whole order was paid for with points, though he is still welcome to return that merchandise within the days allotted for a refund of any points that were usedIn the interim, since we have explained there was an error and that Mr*** is welcome to return any merchandise that was purchased if the error contributed to his buying decision and we show the total amount of points used to make the purchase was $10.99, we have closed our file. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Initial Business Response /* (1000, 10, 2015/06/01) */
June 1,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** ***
Dear Ms***
We have completed our investigation of Mr***'s complaint regarding
the replacement of his TV
It is unfortunate that we failed Mr***'s expectations regarding the replacement of his televisionWe value Mr***'s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his replacement caused him any inconvenienceWe offered Mr*** a gift card in the amount of $for this inconveniences since he has gotten his TV replacementSince this resolution was accepted by Mr*** we have closed our case
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 8, 2015/06/22) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX XXXX XXXXX
June 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding her recent online experience
Ms*** attempted to place an online order with Kmart.com and used her PayPal account however an error occurred and an order number was never generatedMs*** indicated that while there may have been an error, she still showed a pending charge to her accountPrior to receiving the complaint filed, we found that Ms*** had previously been in contact with (ECR) Sears escalated complaint departmentECR contacted Sears Online Solutions Manager Sarender Singh who requested an authorization number from Ms*** along with the digit card number and/or account that was used so that she could request the hold to be released by the bankHowever, Ms*** has not responded with the information needed therefore the case was closed pending her response on June 18, Should Ms*** still require assistance, she may contact me directly via email at ***@searshc.comIn the interim, we have noted Ms***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 10, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Both charges have been reversed/cancelled
September 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of MsH*** complaint regarding
the non-receipt of a refund for a canceled dishwasher repair Upon receiving MsH*** complaint, we contacted the local service unit for further assistance. After reviewing MsH*** service order, it was confirmed that MsH*** is due a refund. While MsH*** is not due a full refund, as the technician provided a service by diagnosing her dishwasher; the unit submitted a request for a refund in the amount of $310.11, which reflected the $deduction for the non-refundable diagnostic feeThe check was processed on September 7, 2017, so MsH*** should receive it in the next seven to ten business days. With that said, since we have documented MsH*** concerns with Sears Home Services, and we have processed the refund she is due, we ask that this matter be closed We apologize to MsH*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
April 24, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the charge she paid for a part that she
feels was not in fact broken.In many cases that involve disputes over whether a part was truly not functioning or not, we would normally leave the part we replaced with the consumerHowever, when it comes to electronic control boards, after a certain time most available on the market are rebuiltTo rebuild them, it requires us sending back the coreThat means that by the time Ms*** requested that part, it had already been sent awayWith that said, we are willing to make a one-time exception and refund Ms*** for the partTo do so, we will need her to provide the first digits of her digit *** card ending in *** With the full account number we will be able to tell what has or has not been refunded, or disputed, and refund any remainingShe is welcome to call me at *** or email me at *** In the interim, since we are willing to provide Ms*** with her requested resolution and just need her account number to complete this, we have closed our file.We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
August 7,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94***- Christine ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with the multiple attempts to
repair her refrigerator and her request to complete the repair or a replacement
It is unfortunate that we failed Ms***'s expectations when she recently scheduled a refrigerator repairWe value Ms***'s patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
According to our records, on August 3, our tech installed a control board and the repair was completedTo provide Ms*** additional assurance, we offered to add a month protection agreement on the refrigerator at no additional cost to Ms*** and she accepted the offerWe processed the protection agreement on the refrigerator model with start date of August 7, and end date of February 7, Since the refrigerator has been repaired and the protection agreement is a resolution that met with Ms***'s approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
April 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ***
*** *** *** We have completed the investigation of *** ***’* rebuttal First of all, I would like to note that I never received an email from *** ***My email address is *** In the interest of resolving this issue, I am adding $worth of points to *** ***’s SYWR account These points should reflect within business hoursWhen they do, I ask that *** *** contact me at the email address listed above and I will gladly place and order for the second foundation using those pointsIn light of the aforementioned information, I 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
June 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the service on her lawn mower
and that they are not completed in a timely manner
It is unfortunate that we failed Ms*** expectations when she recently dropped-off her lawn mower for repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further
We contacted Ms*** and she confirmed that the lawn mower is currently not workingShe mentioned her concern that the store sends the lawn mower out for repair, which delays the repairMs*** mentioned that because of this delay, she will have to pay for lawn careShe also mentioned the inconvenience of having to take the lawn mower to the store for serviceAs clarification, Ms*** purchased a Repair Protection Agreement for her lawn mower that states, “If your sales receipt, Agreement certificate or this Agreement indicates Shop Service, you must bring the Covered Product to a Sears Repair location and pick it up following completion of serviceIn some cases, you will be provided packaging and you must ship the Covered Product to our service location, at our expense, for repair.” Therefore, we advised Ms*** that it is her responsibility to bring in the lawn mower for repairWe also advised that the Sears store associates are not qualified to service equipment; however, it will be sent to an authorized Sears service providerWe assured Ms*** that if the lawn mower is deemed non-repairable, then it will be exchanged as per the terms of her agreementWe provided Ms*** the nearest drop-off location for the repair of the lawn mower; and as a good-will gesture, we also offered her $for lawn care reimbursementWith that being said, since we have addressed the issue brought forth in Ms***' complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and
request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we have decided to process a refund for the boots in questionMs*** *** account will be credited within to business days from today’s dateFor Ms*** records the return receipt number is ***Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of MrS***’ complaint regarding a canceled washer repair
It is regrettable that we failed MrS*** expectations after he canceled his washer repairWe value MrS*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe sincerely apologize to MrS*** for any inconvenience we may have caused Upon receiving MrS***’ complaint, we contacted the local service unit for assistance. They spoke with MrS*** advised him that the part would need to be picked up before a refund could be issued. The technician was able to retrieve the part on September 12, 2017, and a refund of $was subsequently processed on September 13, 2017. MrS*** should receive a check in the next seven to ten business days. With that said, since we have documented MrS***’ concerns and we have issued his requested refund, we ask that this matter be closed Again, we apologize to MrS*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Sears has not acknowledged purposely and consistently providing conflicting and information with regard to my refundThe refund was not processed on June 27, as stated according to Sears own customer serviceTheir response is unacceptable, especially since the only way I received a refund was to open a dispute via *** which extended the process up to more business days and it was only a provisional refund so it could be deducted from my account ato any time.Providing information regarding my refund in unacceptable business policy and is unfair to customers who assume they're safely doing business with your organizationWith this experience under my belt my taste for sears has been soured, however I do not believe my request is unfairUnfortunately Sears response did not acknowledge anything and, therefore is unacceptable
Sincerely,
Joseph W***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service receipt of a damaged oven from sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, on March 8, 2017, we sent an email directly to Ms*** to inform her that we issued a refund of $1,and $to her *** account ending in *** Ms*** may reply to our email if she has any further questions about this issue or her refund. 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*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
March 20, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Charlotte A*** - # *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her refrigerator Upon receipt of Ms*** complaint, we reviewed the purchase and service history for her refrigerator. The unit was purchased on June 19, 2015, and delivered on June 24, 2015; the one-year manufacturer’s warranty expired on June 24, 2016, nearly nine months ago. During the warranty period, Ms*** had three service calls completed; the last repair was completed on September 1, 2016. Ms*** was not charged for any repairs as they either fell directly under the manufacturer’s warranty or Sears’ Home Services 90-day service guarantee. Unfortunately, neither the warranty nor the 90-day service guarantee is currently in effect; therefore, any needed repairs would be Ms*** financial responsibility Furthermore, per Sears’ Return Policy, a refund is only available within the first days Once a purchase is outside the 30-day time frame, but still within the one-year manufacturer’s warranty, a consumer needs to contact our service department to address any performance issues. Lastly, it is our understanding that Ms*** has purchased a new refrigerator from another retailer. With that said, since we have documented Mr*** concerns with her refrigerator and we have explained why we will not be honoring her request for a refund, we have closed our file We apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I did not ever receive the refund from SearsI stopped contacting Sears due to the staff's inability to help meHowever, I did dispute the charges with my credit card company, and I've received the full credit through them.
Sincerely,
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