Complaint: ***
I am rejecting this response because: that is so unfair and any points that they said was added to my account never went back onIt not fair that I lost the dollars, if I know that I was going to lose it I wouldnt have taken the towels back and yet they took the towels anywayEven the lady at the store.said the points would be back on to the account
Sincerely,
Domonick ***
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,
Karen P***
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,
William L*** ***
October 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Rhys ***
Dear Ms***:
We have completed our investigation of Mr***'s rebuttal
We would first like to point out that Mr*** was not charged a restocking fee as he states in his complaintWe understand his concerns on making sure he receives the washer he was expecting and to have it in good conditionWe were able to confirm with Mr*** from the serial number that he provided that his washer was made in August Mr*** was concerned because his washer had water spots in the tub and we explained that as this delivery was a rush straight from the manufacture the manufacture will run a cycle with water only to confirm the washer is in good condition as a quality control aspectHe stated he understood and was fine with the results
To elevate any concerns he may still have we offered to purchase on his behalf a Master Protection agreement for years at no cost to himThis was acceptable to Mr***Since we have addressed all Mr***'s concerns and provided an acceptable resolution 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,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
Initial Business Response /* (1000, 8, 2015/08/24) */
August 21,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding
his customer service experience
We would first like to apologize that many factors resulted in Mr*** delay in completing his delivery with the date provided at the time of purchaseWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Mr*** concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come
After reviewing Mr*** complaint and our records, we were able to determine that due to a systems glith, his order was not routed for delivery and we apologize for thisMr.*** was provided with a $gift for any inconvenienceOur records also show that Mr.*** decided to cancel his entire order and has been fully creditedAs far as the request to have Sears pay for his purchase at another retailer, we are not able to honor his requestSince we have confirmed that Mr.*** has been credited for his canceled order and although he canceled his order, courtesy compensation was provided, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting the response only because I do not want the to get dragged out for another monthIt has been months since my original purchase date and I am finally getting the response from searsAs of now I am never going to support that business and I suggest that others do the same as wellI know numbers of people who have done this same thing prior to me, and I now know why
November 23,
Leslie *** *** *** *** South Holland, IL
Our File No: *** Via: UPS Signature Required/ 2day
Via email: m***@sbcglobal.net
Dear Ms***,
This letter serves to update you regarding your Revdex.com complaintPursuant
to our phone conversation on 11/22/2016, we deeply apologize as we are unable to service the a/c unit due to the cold weather that is occurring at this timeBecause you contacted us before the one year workmanship warranty was expired we will postpone the service until the weather becomes warm enough for us to inspect the unit and it will be covered under your warrantyPer our conversation you have agreed to contact us when it becomes warm enough for us to be able to run the unit and we will schedule the serviceI have set a calendar reminder to re-open the file around the time you suspect it will become warmer, April-May If it becomes warmer sooner than April please feel free to contact me or the service department to reopen the file and schedule the serviceThe service department is 1-800-222-You can also contact our administrative assistant at [email protected]
At this time, we are respectfully closing our fileOn behalf of SHIP please know that we value you as a customer and apologize for any frustrations or inconveniences you may have experiencedIf you have any questions or concerns, please contact me at 800-222-x ***, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa *** SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com
June 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer
service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr*** expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that Sears Parts Direct ordered a new part for Mr*** on April 6, 2017, and it was delivered on April 12th. In addition to receiving the part, Sears Parts Direct issued a refund of $to Mr*** *** account on June 5, 2017, as a good will gesture and final resolution to this complaint. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since 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, *** *** Regulatory Complaint Specialist *** *** *** ***
Initial Business Response /* (1000, 5, 2015/04/28) */
April 28,
***
***
***
***
***
***
We have completed the investigation of *** complaint
regarding her dissatisfaction with our customer service and failure to provide assistance with her automotive battery
It is unfortunate that we failed *** expectations when she recently contacted our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure *** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, *** ***, Manager for Sears Auto Center number ***, contacted *** on April 22, 2015, to discuss her concerns and located her original purchase transaction*** indicated that she would return with her battery so that we may determine a warranty creditUntil we have the opportunity to evaluate *** battery, we can only reiterate that we truly regret any inconvenience she may have experienced*** is welcome to contact *** *** if she has any further questions or concerns about this issueWe respectfully ask to have this matter closed, since we have noted *** comments and an equitable resolution has been proposed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
Initial Consumer Rebuttal /* (2000, 7, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms* *** rebuttal The $in SYWR points Ms*** was given have been removed from her account and a $credit was issued to her card yesterdayWe ask that Ms*** allow 3-business days for her credit to reflectSince we have granted Ms***s’ request, we respectfully ask that this matter re4main 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 *** *** ***
Complaint: ***
I am rejecting this response because:
The payment of $was for damage to my new replacement refrigeratorIt is dented in places, so they gave me $for the damageIt took over month that get the refund alsoThe 1st refrigerator was defectiveI should not have to beg for some compensation for their defective productI bought the refrigerator in good faith, they should at b least give me some compensation for my food lossWhy should I pay for protection on a brand new productSo, obviously they don't back their product and don't care what happens after they sell their defective productsI want some compensation for my loss of foodWe are on a fixed income, and it is hard to absorb the total loss of food
Sincerely,
Mona S***
June 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
Dear *** ***
We have completed the investigation of Ms*** rebuttal regarding the multiple repairs of her washer
We have received Ms*** rebuttal and escalated her concerns to *** ***, Member Advocate for service unit# ***, who states the following:
I have been involved with the repair since the first estimate was declined. The first repair was on 4/26/and the technician went out and installed a control. Ms*** then called back and on 5/05/16, our technician went and found that the washer was working correctly. Ms*** then purchased a Sears Home Warranty between 5/05/and 5/13/16. When our technician went to Ms*** home, he determined that two additional parts were needed but that the home warranty wasn’t going to cover it at that time because the warranty hadn’t been in effect long enough and it was determined to be a preexisting issue. Our technician then cancelled the warranty and a refund submitted. During this time, Ms*** called in for another repair on 5/21/and had a control installed. We would like to note that she receive a refund for the repair. We did not break the washer. There are numerous things wrong with her and because Ms*** received a refund for the original repair and the warranty company wasn't going to take care of the repair, she now is saying we broke it which is not the case. That being said, because we have addressed Ms*** complaint, 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,
*** ***
Regulatory Complaints Specialist
***
***
October 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** Cathy MW*** Dear *** *** We have completed the investigation of MsW*** complaint regarding her
recliner In response to MsW*** complaint, we contacted Simmons, the manufacturer, as they would be responsible for honoring any warranty issuesSadly, *** had not record of parts being on orderAn exchange has been setup for October 14, where in a new recliner of the same model will be delivered and the old one will be taken awayIf MsW*** needs to change the date for a more convenient day after that, she may email me at the address listed below or call our delivery support line at *** *** Otherwise, a copy of the receipt has been emailed to MsW*** and she should receive a call the evening before the delivery date advising of her the estimated time frame for arrivalSince we have granted MsW*** request, we respectfully ask that this matter be considered closed We apologize to MsW*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation ***
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,
Valerie S***
June 28, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Dear Ms*** This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr*** In reply to Mr***’s rejection of our update from 06/21, SHIP is still waiting for the color pictures from the inspection report Mr*** had completed. Mr*** advised me on 06/that he would be sending the color pictures to me via mailThis was necessary as you cannot see all of the issues in the black and white pictures provided. To date, I have not received the color pictures. Mr*** also emailed me on 06/stating we will be receiving a letter from his attorney. At this time as Mr*** has advised us that he has retained an attorney, we will have to close our file with you due to confidentiality requirementsWe will no longer respond to the Revdex.com regarding this matterAt this time we respectfully request that you close your file also Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** *** ** *** *** ** *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** *** via 1st Class Postage
December 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a recent transaction
Store Manager *** *** provided the following response: I have spoken with the associate that assisted Ms*** and we are not sure what the dispute is, but if it is for the original $91.00, then we paid for it the second time when the items were re-rang so there should not be an issue there. If there is a problem with the second charge, it could only be with the $she mentions, and if she wants to come back in, we can take care of that for her. This is the first we have heard as far as any complaint. We told them that to accommodate them because we know they needed something to cook with for thanksgiving, we would provide the floor model to use and that if it was not up to their standards of "new" that they could come back in when theirs came in and we would trade it in for them. They also did not end up getting the floor model even though we were was told they were on their way to get it the same night. We kept it off the floor for sale for three days to give to them, but on Black Friday, we decided they were not coming and it was put back on the floor for displayIf Ms*** still remains dissatisfied, I ask that she contact me (Lynda) during business hours at (*** *** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a range ordered from *** Our office has confirmed
that the range ordered by *** *** was not deliveredThat said, we have contacted the Sears Outlet in Jacksonville, and asked that they refund *** *** for his purchaseSalescheck *** references a credit in the amount of $2559.66, which was processed on March 22, to post to the *** ending in ***Typically a credit to a credit card will post to the account within 3-business daysWe do apologize to *** *** for the inconvenience and time it took to get the aforementioned refund processedAt this time, since we have confirmed that the Sears Outlet in Jacksonville has refunded *** ***, we respectfully request that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr***’ rebuttal We received communication from *** International and they have offered ot provide Mr*** with a refund in the amount of $We would suggest that Mr*** continue to communicate with *** in order to facilitate this resolutionIn light of the aforementioned information, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, *** *** Regulatory Complaint Specialist ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dryer First, we would
like to apologize to Mr*** for failing his expectations in regard to his dryer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Our records show that Mr*** purchased his dryer on October 28, 2014, and he accepted delivery of the unit on November 8, 2014; the manufacturer’s warranty expired on November 8, 2015. Mr*** purchased a Service Smart Agreement (SSA) for his dryer on December 12, 2016, when he initially called for service. Since Mr*** dryer was out-of-warranty, without the SSA coverage, he would have been financially responsible for the cost of any needed repairsWith the SSA, his dryer is covered up to $per incident and if the dryer is deemed un-repairable, he would be authorized $towards a new dryer. Our records show that the repair to Mr*** dryer was completed on February 14, 2017, with the installation of a control board. With that said, since we have documented Mr*** concerns and we have completed the repair to his dryer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding Sears Holdings CorporationSears has
referred Mrs*** claim to our third-party claims administrator, *** *** *** has been assigned as Mrs*** caseworker and her claim number is *** If Mrs*** has any questions regarding her claim, we ask that she contact Ms*** at *** *** during business hours or via email at *** Per our protocol, once a consumer has been assigned a claim number through *** they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Mrs*** issue, regardless of the decision made; however, as a courtesy, we sent *** an email advising that Mrs*** has escalated her issue to the Revdex.comAgain, if Mrs*** has any concerns or questions regarding her claim, we ask that she speak with Ms***With that said, since *** is the party responsible for addressing Mrs*** damage claim, not Sears, we ask that this matter be closedWe apologize to Mrs*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ***
Regulatory Claims Specialist Sears Holdings Corporation ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re : Joseph J *** #945***
Dear Ms***:
We have completed the
investigation of Mr*** complaint regarding a refrigerator purchased form the Sears Outlet Store in North Olmsted, OH
Judi ***, Manager of the Sears Outlet in North Olmstead, provided the following response:
We have agreed to provide Mr*** with a dollar for dollar store credit in what he paid on November 9, to be used to replace his refrigeratorWhen Mr*** is available, he has advised that he will come into the store within the next two weeksIf I can be of any further assistance to Mr***, he can reach me at ***Since we have noted our intent to provide the aforementioned store credit, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
Complaint: ***
I am rejecting this response because: that is so unfair and any points that they said was added to my account never went back onIt not fair that I lost the dollars, if I know that I was going to lose it I wouldnt have taken the towels back and yet they took the towels anywayEven the lady at the store.said the points would be back on to the account
Sincerely,
Domonick ***
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,
Karen P***
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,
William L*** ***
October 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Rhys ***
Dear Ms***:
We have completed our investigation of Mr***'s rebuttal
We would first like to point out that Mr*** was not charged a restocking fee as he states in his complaintWe understand his concerns on making sure he receives the washer he was expecting and to have it in good conditionWe were able to confirm with Mr*** from the serial number that he provided that his washer was made in August Mr*** was concerned because his washer had water spots in the tub and we explained that as this delivery was a rush straight from the manufacture the manufacture will run a cycle with water only to confirm the washer is in good condition as a quality control aspectHe stated he understood and was fine with the results
To elevate any concerns he may still have we offered to purchase on his behalf a Master Protection agreement for years at no cost to himThis was acceptable to Mr***Since we have addressed all Mr***'s concerns and provided an acceptable resolution 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,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
Initial Business Response /* (1000, 8, 2015/08/24) */
August 21,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding
his customer service experience
We would first like to apologize that many factors resulted in Mr*** delay in completing his delivery with the date provided at the time of purchaseWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Mr*** concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come
After reviewing Mr*** complaint and our records, we were able to determine that due to a systems glith, his order was not routed for delivery and we apologize for thisMr.*** was provided with a $gift for any inconvenienceOur records also show that Mr.*** decided to cancel his entire order and has been fully creditedAs far as the request to have Sears pay for his purchase at another retailer, we are not able to honor his requestSince we have confirmed that Mr.*** has been credited for his canceled order and although he canceled his order, courtesy compensation was provided, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting the response only because I do not want the to get dragged out for another monthIt has been months since my original purchase date and I am finally getting the response from searsAs of now I am never going to support that business and I suggest that others do the same as wellI know numbers of people who have done this same thing prior to me, and I now know why
November 23,
Leslie *** *** *** *** South Holland, IL
Our File No: *** Via: UPS Signature Required/ 2day
Via email: m***@sbcglobal.net
Dear Ms***,
This letter serves to update you regarding your Revdex.com complaintPursuant
to our phone conversation on 11/22/2016, we deeply apologize as we are unable to service the a/c unit due to the cold weather that is occurring at this timeBecause you contacted us before the one year workmanship warranty was expired we will postpone the service until the weather becomes warm enough for us to inspect the unit and it will be covered under your warrantyPer our conversation you have agreed to contact us when it becomes warm enough for us to be able to run the unit and we will schedule the serviceI have set a calendar reminder to re-open the file around the time you suspect it will become warmer, April-May If it becomes warmer sooner than April please feel free to contact me or the service department to reopen the file and schedule the serviceThe service department is 1-800-222-You can also contact our administrative assistant at [email protected]
At this time, we are respectfully closing our fileOn behalf of SHIP please know that we value you as a customer and apologize for any frustrations or inconveniences you may have experiencedIf you have any questions or concerns, please contact me at 800-222-x ***, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa *** SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com
June 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer
service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr*** expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that Sears Parts Direct ordered a new part for Mr*** on April 6, 2017, and it was delivered on April 12th. In addition to receiving the part, Sears Parts Direct issued a refund of $to Mr*** *** account on June 5, 2017, as a good will gesture and final resolution to this complaint. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since 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, *** *** Regulatory Complaint Specialist *** *** *** ***
Initial Business Response /* (1000, 5, 2015/04/28) */
April 28,
***
***
***
***
***
***
We have completed the investigation of *** complaint
regarding her dissatisfaction with our customer service and failure to provide assistance with her automotive battery
It is unfortunate that we failed *** expectations when she recently contacted our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure *** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, *** ***, Manager for Sears Auto Center number ***, contacted *** on April 22, 2015, to discuss her concerns and located her original purchase transaction*** indicated that she would return with her battery so that we may determine a warranty creditUntil we have the opportunity to evaluate *** battery, we can only reiterate that we truly regret any inconvenience she may have experienced*** is welcome to contact *** *** if she has any further questions or concerns about this issueWe respectfully ask to have this matter closed, since we have noted *** comments and an equitable resolution has been proposed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
Initial Consumer Rebuttal /* (2000, 7, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms* *** rebuttal The $in SYWR points Ms*** was given have been removed from her account and a $credit was issued to her card yesterdayWe ask that Ms*** allow 3-business days for her credit to reflectSince we have granted Ms***s’ request, we respectfully ask that this matter re4main 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 *** *** ***
Complaint: ***
I am rejecting this response because:
The payment of $was for damage to my new replacement refrigeratorIt is dented in places, so they gave me $for the damageIt took over month that get the refund alsoThe 1st refrigerator was defectiveI should not have to beg for some compensation for their defective productI bought the refrigerator in good faith, they should at b least give me some compensation for my food lossWhy should I pay for protection on a brand new productSo, obviously they don't back their product and don't care what happens after they sell their defective productsI want some compensation for my loss of foodWe are on a fixed income, and it is hard to absorb the total loss of food
Sincerely,
Mona S***
June 6,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
Dear *** ***
We have completed the investigation of Ms*** rebuttal regarding the multiple repairs of her washer
We have received Ms*** rebuttal and escalated her concerns to *** ***, Member Advocate for service unit# ***, who states the following:
I have been involved with the repair since the first estimate was declined. The first repair was on 4/26/and the technician went out and installed a control. Ms*** then called back and on 5/05/16, our technician went and found that the washer was working correctly. Ms*** then purchased a Sears Home Warranty between 5/05/and 5/13/16. When our technician went to Ms*** home, he determined that two additional parts were needed but that the home warranty wasn’t going to cover it at that time because the warranty hadn’t been in effect long enough and it was determined to be a preexisting issue. Our technician then cancelled the warranty and a refund submitted. During this time, Ms*** called in for another repair on 5/21/and had a control installed. We would like to note that she receive a refund for the repair. We did not break the washer. There are numerous things wrong with her and because Ms*** received a refund for the original repair and the warranty company wasn't going to take care of the repair, she now is saying we broke it which is not the case. That being said, because we have addressed Ms*** complaint, 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,
*** ***
Regulatory Complaints Specialist
***
***
October 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** Cathy MW*** Dear *** *** We have completed the investigation of MsW*** complaint regarding her
recliner In response to MsW*** complaint, we contacted Simmons, the manufacturer, as they would be responsible for honoring any warranty issuesSadly, *** had not record of parts being on orderAn exchange has been setup for October 14, where in a new recliner of the same model will be delivered and the old one will be taken awayIf MsW*** needs to change the date for a more convenient day after that, she may email me at the address listed below or call our delivery support line at *** *** Otherwise, a copy of the receipt has been emailed to MsW*** and she should receive a call the evening before the delivery date advising of her the estimated time frame for arrivalSince we have granted MsW*** request, we respectfully ask that this matter be considered closed We apologize to MsW*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation ***
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,
Valerie S***
June 28, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Dear Ms*** This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr*** In reply to Mr***’s rejection of our update from 06/21, SHIP is still waiting for the color pictures from the inspection report Mr*** had completed. Mr*** advised me on 06/that he would be sending the color pictures to me via mailThis was necessary as you cannot see all of the issues in the black and white pictures provided. To date, I have not received the color pictures. Mr*** also emailed me on 06/stating we will be receiving a letter from his attorney. At this time as Mr*** has advised us that he has retained an attorney, we will have to close our file with you due to confidentiality requirementsWe will no longer respond to the Revdex.com regarding this matterAt this time we respectfully request that you close your file also Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** *** ** *** *** ** *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** *** via 1st Class Postage
December 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a recent transaction
Store Manager *** *** provided the following response: I have spoken with the associate that assisted Ms*** and we are not sure what the dispute is, but if it is for the original $91.00, then we paid for it the second time when the items were re-rang so there should not be an issue there. If there is a problem with the second charge, it could only be with the $she mentions, and if she wants to come back in, we can take care of that for her. This is the first we have heard as far as any complaint. We told them that to accommodate them because we know they needed something to cook with for thanksgiving, we would provide the floor model to use and that if it was not up to their standards of "new" that they could come back in when theirs came in and we would trade it in for them. They also did not end up getting the floor model even though we were was told they were on their way to get it the same night. We kept it off the floor for sale for three days to give to them, but on Black Friday, we decided they were not coming and it was put back on the floor for displayIf Ms*** still remains dissatisfied, I ask that she contact me (Lynda) during business hours at (*** *** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a range ordered from *** Our office has confirmed
that the range ordered by *** *** was not deliveredThat said, we have contacted the Sears Outlet in Jacksonville, and asked that they refund *** *** for his purchaseSalescheck *** references a credit in the amount of $2559.66, which was processed on March 22, to post to the *** ending in ***Typically a credit to a credit card will post to the account within 3-business daysWe do apologize to *** *** for the inconvenience and time it took to get the aforementioned refund processedAt this time, since we have confirmed that the Sears Outlet in Jacksonville has refunded *** ***, we respectfully request that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr***’ rebuttal We received communication from *** International and they have offered ot provide Mr*** with a refund in the amount of $We would suggest that Mr*** continue to communicate with *** in order to facilitate this resolutionIn light of the aforementioned information, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, *** *** Regulatory Complaint Specialist ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dryer First, we would
like to apologize to Mr*** for failing his expectations in regard to his dryer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Our records show that Mr*** purchased his dryer on October 28, 2014, and he accepted delivery of the unit on November 8, 2014; the manufacturer’s warranty expired on November 8, 2015. Mr*** purchased a Service Smart Agreement (SSA) for his dryer on December 12, 2016, when he initially called for service. Since Mr*** dryer was out-of-warranty, without the SSA coverage, he would have been financially responsible for the cost of any needed repairsWith the SSA, his dryer is covered up to $per incident and if the dryer is deemed un-repairable, he would be authorized $towards a new dryer. Our records show that the repair to Mr*** dryer was completed on February 14, 2017, with the installation of a control board. With that said, since we have documented Mr*** concerns and we have completed the repair to his dryer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding Sears Holdings CorporationSears has
referred Mrs*** claim to our third-party claims administrator, *** *** *** has been assigned as Mrs*** caseworker and her claim number is *** If Mrs*** has any questions regarding her claim, we ask that she contact Ms*** at *** *** during business hours or via email at *** Per our protocol, once a consumer has been assigned a claim number through *** they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Mrs*** issue, regardless of the decision made; however, as a courtesy, we sent *** an email advising that Mrs*** has escalated her issue to the Revdex.comAgain, if Mrs*** has any concerns or questions regarding her claim, we ask that she speak with Ms***With that said, since *** is the party responsible for addressing Mrs*** damage claim, not Sears, we ask that this matter be closedWe apologize to Mrs*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ***
Regulatory Claims Specialist Sears Holdings Corporation ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re : Joseph J *** #945***
Dear Ms***:
We have completed the
investigation of Mr*** complaint regarding a refrigerator purchased form the Sears Outlet Store in North Olmsted, OH
Judi ***, Manager of the Sears Outlet in North Olmstead, provided the following response:
We have agreed to provide Mr*** with a dollar for dollar store credit in what he paid on November 9, to be used to replace his refrigeratorWhen Mr*** is available, he has advised that he will come into the store within the next two weeksIf I can be of any further assistance to Mr***, he can reach me at ***Since we have noted our intent to provide the aforementioned store credit, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com