Complaint: ***
I am rejecting this response because: I feel their offer of waiving my service fee of $is very unreasonable The parts and labor are much higher than the home visit feeI spoke with a Sears technician yesterday who told me I would have to pay $up front if he came out and parts and labor Also, I learned from my son that he had mailed in a warrant form with his Sears credit card information and he said he assumed that he had bought an extended warrantyWhen he spoke with customer service on the phone on 5/18/2016, representative said that the didn't show any record of that I do not agree that I should be liable to the expenses which would be like buying a new range according to what the representative estimated it would cost to repair the rangeSears/Kenmore should be reliable for their faulty products that they sellIt is my hope and desire that they will reconsider their offer and repair my range
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:technician came out after weeks on sep But he did nothing for preventive maintenance, according to Tech I do not qualify for preventive maintenance until jan he explain what is done during preventive maintenance.I try to called the lady left me message and found out its general customer service number and customer service didnt know who that lady was.still Sears has not answered my question why the sales person told me that I will get filters once a year but when time comes they dont offer what they promise? sales person told us that if they cant fix the fridge they will replace it with new, I am not sure how true is that information nowAlso just for there information customer service is horriblewhen I called to speak to the lady left me message, customer service did not transfer and didnt know who that person wasI am pretty sure they will listen to my conversation before filling to Revdex.com and after filling Revdex.com.
Sincerely,
*** ***
Complaint:
I am rejecting this response because:The response did not sufficiently address the issue of Sears allowing its store to sell suspected returned/rummaged through boxes as NEW to their unsuspecting customersInstead they choose to stand behind a day return policy and not their customers by insisting there are no acceptions in this matter to help those who have been wrongedAnd instead of focusing on the more important matter of hand, they felt the need to discuss the time frame difference from when the body of this complaint was last written before submitting it to the Revdex.comAnd contrary to their beliefs most customers can not tell is a part is either missing or damaged if they have never looked at parts like these beforeWith having read yet another of letter summarizing their excuses, I can honestly say, I expected no lessI'm not even sure why we felt the need to purchase the Craftsman Garage door opener though Sears or anything else for that matterA lot of customer friendly store today offer life time saitifaction or you money back on products the sellSo in summery, based on multiple bad experiences in regards to horrific customer service, I would consider myself extremely greatful to never have to deal with Sears or Kmart again
Sincerely,
Joseph ***
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Auto CenterFirst, we would like to apologize to
Ms*** for failing her expectations in regard to her recent vehicle service. Additionally, we forwarded Ms*** complaint to the Auto Center Manager District Manager for further review, as we do not take these matters lightly. District Manager *** *** responded that he spoke with Ms*** on May 16, 2016, regarding her concerns. Since then he has left several voice mails asking for a call back to discuss a resolution. Unfortunately, Ms*** has not returned his calls. Since Mr*** has not been able to speak with Ms*** again, he would like propose the following resolution; a full refund of the tire installation and free oil change. If Ms*** would like to accept this offer, she is welcome to call Mr*** at (*** ***. In the interim, since a fair resolution has been proposed and Ms*** concerns documented, we ask that this matter be closedAgain, we apologize to Ms*** 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 Ms*** complaint regarding a purchase made at Sears Outlet Stores*** ***, manager of the
Richmond Sears Outlet provided the following response: After receiving and reviewing Ms*** complaint, I contacted her to discuss her concernsIn the end it was decided to refund for the refrigerator purchaseThat said we have refunded Ms*** for her purchase, this occurred on September 20, If I can be any other assistance to Ms*** she can reach me at *** That said we ask that this complaint be closedWe apologize to Ms*** 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 ***
We do not find that Ms*** has brought forth any new informationWe have put our original response letter belowIn it we explained that we were sending a check for the remaining items so that Ms*** could contract her own installer to complete the work since we will not return to her homeShe was aware that this was what the check was for and she cashed that check, so it is closed on our end.Revdex.com Attn: *** *** North Wabash Ave., Ste2006 Chicago, IL 60611 Our File No: *** Revdex.com File No: *** * *** *** Via: 1st Class US Postage Via email: *** Dear Ms*** This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Ms*** SHIP has complied with numerous demands she set forth to resolve her complaintsSHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documentsTo address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6thThe installers were running late due to heavy traffic, but kept in touch with Ms*** to advise her of their arrival timeUpon the installer’s arrival, Ms*** refused to allow them to complete the installationThis is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms*** while she allowed her dogs run them off the property. Florida is a right to cure state and we have copious documentation to show our attempts to complete her installationWe also have copious amounts of documentation and notes to show that Ms*** has repeatedly refused and blocked any attempt to complete the minor punch list itemsDue to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bentTo reimburse her for these items, SHIP has sent a check via ***/Signature required and she may repair those items at her leisureThis will substantially complete her contract with SHIPMs*** will be responsible for contacting the *** *** *** Department upon completion of these items to inspect and finalize the permit. At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Lourdes *** R*** Dear *** *** We have completed our investigation of MsR*** complaint We would first like to point out that *** ** America,
Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** *** *** (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsR*** contract It is our understanding that MsR*** was refunded one of the $deductibles that she was informed of at the time of enrollment and the cancellation fee was waived therefore we have closed this case We apologize to MsR*** 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 *** *** ***
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience for
store pickup *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter receiving the complaint filed, we opened a help ticket to have this matter resolvedIn the interim, should Ms*** have any questions she may contact our store directly at *** *** Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponWith that said, we have noted Ms*** concerns, 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, *** *** 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, *although they did not take responsibility for their deplorable customer service or for initially debiting the refund amount from my bank account--I had to have my bank suspend the charges until the refund was credited as promised
*** ***
Complaint: ***
I am rejecting this response because: Sears does not address the fact that they estimated it to take over weeks to complete the refrigerator repair. Although it was done in a little over weeks, that is still unacceptable for a daily-needed appliance such as a family's refrigerator. This is not about warranty (yes, there was also approx$in lost food), it is about a complete breakdown in Sears' communication and resolution process, an unacceptable time period to complete the repair, unprofessional actions taken by multiple Sears' personnel and the loss of food and inconvenience. As a brand name, I would expect Sears to offer reasonable compensation for these unacceptable processes and experience
Sincerely,
*** ***
November 5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** ***We have completed the investigation of M** *** complaint regarding wanting to cancel his parts direct order.Upon receiving M**
*** complaint, we escalated his concerns to *** ***, Customer Advocate, who states the following:M** *** order shows it was delivered on 10/17/per *** *** placed the order on 10/11/and called back on 10/14/to cancelThe order was already processed and was unable to be cancelled. It should be noted that the part is also a non-returnable partBecause *** *** states he never received the part, so have issued a full refund in the amount of $to his *** card. That being said, because we have provided *** *** with his requested resolution, we respectfully request 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 concerns.Sincerely,*** ***Regulatory Complaints Specialist***
Complaint* ***
I am rejecting this response because:Sears completely disregarded my concerns with the above stated issuesSears did not hold themselves to the standard of customers firstSears in no way attempted to compensate for any of our lost time or our lost products during the events taken placeNot one of the representatives attempted to own the situations presentedThe only remedy was to replace the item over and overThe representative who was assigned to our case was rude and supplied empathy toward our caseShe was not in a hurry to expedite the issues and by many attempts was never reachable by phoneShe simply portrayed handling our concern when it was convenient for her.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of MsM*** complaint regarding service for her dryer On receipt of Ms
M*** complaint research showed that we completed repairs on her dryer on May 25, We apologize for any inconvenience for the delay in completing this service but we are unable to honor MsM*** request to compensate her for the missed service date in the amount of $47,as she has requestedSince we have repaired MsM*** dryer and it is our understanding that the dryer is now in working condition we have closed this complaint We apologize to MsM*** 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 *** *** ***
June 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and failure to provide an exchange for an undergarment item she purchased with Kmart layaway It is unfortunate that we failed Ms*** expectations when she recently requested assistance with an item she purchased using Kmart layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** ***, Manager for Kmart Store ***, contacted Ms*** and offered to exchange the item. Ms*** accepted and stated she would return to the store the week of June 6th to complete the exchange. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced 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 *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have not completed the investigation of Ms*** rebuttal regarding Sears Home Services and repairs to her air conditionersMs*** emailed me on July 26, and informed me that she would be providing proof of purchase for portable air conditioners she noted her tenants had to purchaseOnce we have had the opportunity to review the requested paperwork, we will provide an updateWe apologize to Ms*** 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 ***
October 1,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * Luther B B***
Dear *** ***
We have completed the investigation of MrB*** complaint regarding the problems he encountered with the repair of
his washer and his request for a replacement washer
Upon receipt of MrB*** complaint, we reviewed the service order and case notes related to MrB*** washerAccording to the service orders, on July 11, our technician assessed the washer and found a problem with the gear case and ordered several partsThe technician scheduled another appointment to install the partsOn July 24, our technician returned and attempted to remove the tub to work on the gear caseHowever, the bolts to the washer tub were seizedOur technician contacted our Strategic Technical Assistance Center (STAC) to report the issueSTAC instructed the technician to chisel the bolts to remove themThe technician was unable to remove the tub and STAC instructed the technician to order a new washer tub and washer basket in order to complete the repair; another service appointment was scheduled for August 3, to install the partsWhen another technician returned on August 3, 2017, he also attempted to remove the washer tub and basket to install the new onesRegrettably he could not remove the bolts and he contacted STAC as well to report that the parts could not be removedSTAC instructed the technician to continue with the repair and to chisel the damaged boltsThe technicians determined that continuing with the repair would only cause additional damage to the washer and stopped the repair without authorizationSince notes indicated that the technician did not complete the repair as instructed, technically the washer would not qualify for replacement under the terms of the agreementTherefore, when MrB*** called in regarding the replacement, he was advised numerous times that the washer had to be serviced as per STACWe apologize to MrB*** that the associates referred to STAC as the technician’s supervisorAs clarification, a technician must contact STAC to determine if a unit is in fact non repairable and the service order must be noted as suchIn MrB*** case, the unit was not deemed non repairable by STAC
We can also understand how frustrating MrB*** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and he was offered a replacement for the washerMrB*** selected a floor model from his local store and the replacement washer was delivered on September 29, MrB*** was emailed a digital manual and quick start for the washerWith that being said, since we have addressed the issue brought forth in MrB*** complaint, we have closed our file
We apologize to MrB*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda 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,
Gary K***
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
I though find it disturbing that it took so long for a resolution from Sears to arrive following the initial requestThe warranty did not explicitly indicate that the battery needed to be tested and that it could be returned to any Sears company even the one I originally purchased it fromAfter being told that the battery needed to be tested, which I had complied, Sears still advised that they could not provide a replacement even that the battery was confirmed badI again went back to Kmart which they advised replacement was predicated upon the manufacturing date and not the date of purchaseUnbelievably poor customer service from Sears
Sincerely,
Carl S***
April 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding a
recent service call for his refrigerator ice maker Upon receiving Mr*** complaint, we reviewed the notes in our service system, as well as a customer service case that was opened up when Mr*** called to complain about the service call to his refrigerator. According to the notes in the customer service case, on March 23, 2017, Mr*** stated that he would not pay the outstanding bill. In his complaint to the Revdex.com, he states that he paid the bill to avoid having his credit ruined. We contacted the National Claims Center and they found no record of the bill being paid. Therefore, we emailed Mr*** twice, once on March 24, 2017, and another time on March 28, 2017, to request proof of payment and to ask for documentation to support his claim that the Sears technician misdiagnosed his refrigerator ice maker. Mr*** has yet to respond to either email Without Mr*** providing the requested documentation, we find no other recourse than to continue to bill him for the service call completed on February 7, 2017. With that said, we have closed our file We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: I feel their offer of waiving my service fee of $is very unreasonable The parts and labor are much higher than the home visit feeI spoke with a Sears technician yesterday who told me I would have to pay $up front if he came out and parts and labor Also, I learned from my son that he had mailed in a warrant form with his Sears credit card information and he said he assumed that he had bought an extended warrantyWhen he spoke with customer service on the phone on 5/18/2016, representative said that the didn't show any record of that I do not agree that I should be liable to the expenses which would be like buying a new range according to what the representative estimated it would cost to repair the rangeSears/Kenmore should be reliable for their faulty products that they sellIt is my hope and desire that they will reconsider their offer and repair my range
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:technician came out after weeks on sep But he did nothing for preventive maintenance, according to Tech I do not qualify for preventive maintenance until jan he explain what is done during preventive maintenance.I try to called the lady left me message and found out its general customer service number and customer service didnt know who that lady was.still Sears has not answered my question why the sales person told me that I will get filters once a year but when time comes they dont offer what they promise? sales person told us that if they cant fix the fridge they will replace it with new, I am not sure how true is that information nowAlso just for there information customer service is horriblewhen I called to speak to the lady left me message, customer service did not transfer and didnt know who that person wasI am pretty sure they will listen to my conversation before filling to Revdex.com and after filling Revdex.com.
Sincerely,
*** ***
Complaint:
I am rejecting this response because:The response did not sufficiently address the issue of Sears allowing its store to sell suspected returned/rummaged through boxes as NEW to their unsuspecting customersInstead they choose to stand behind a day return policy and not their customers by insisting there are no acceptions in this matter to help those who have been wrongedAnd instead of focusing on the more important matter of hand, they felt the need to discuss the time frame difference from when the body of this complaint was last written before submitting it to the Revdex.comAnd contrary to their beliefs most customers can not tell is a part is either missing or damaged if they have never looked at parts like these beforeWith having read yet another of letter summarizing their excuses, I can honestly say, I expected no lessI'm not even sure why we felt the need to purchase the Craftsman Garage door opener though Sears or anything else for that matterA lot of customer friendly store today offer life time saitifaction or you money back on products the sellSo in summery, based on multiple bad experiences in regards to horrific customer service, I would consider myself extremely greatful to never have to deal with Sears or Kmart again
Sincerely,
Joseph ***
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Auto CenterFirst, we would like to apologize to
Ms*** for failing her expectations in regard to her recent vehicle service. Additionally, we forwarded Ms*** complaint to the Auto Center Manager District Manager for further review, as we do not take these matters lightly. District Manager *** *** responded that he spoke with Ms*** on May 16, 2016, regarding her concerns. Since then he has left several voice mails asking for a call back to discuss a resolution. Unfortunately, Ms*** has not returned his calls. Since Mr*** has not been able to speak with Ms*** again, he would like propose the following resolution; a full refund of the tire installation and free oil change. If Ms*** would like to accept this offer, she is welcome to call Mr*** at (*** ***. In the interim, since a fair resolution has been proposed and Ms*** concerns documented, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Never received the promised check
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a purchase made at Sears Outlet Stores*** ***, manager of the
Richmond Sears Outlet provided the following response: After receiving and reviewing Ms*** complaint, I contacted her to discuss her concernsIn the end it was decided to refund for the refrigerator purchaseThat said we have refunded Ms*** for her purchase, this occurred on September 20, If I can be any other assistance to Ms*** she can reach me at *** That said we ask that this complaint be closedWe apologize to Ms*** 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 ***
We do not find that Ms*** has brought forth any new informationWe have put our original response letter belowIn it we explained that we were sending a check for the remaining items so that Ms*** could contract her own installer to complete the work since we will not return to her homeShe was aware that this was what the check was for and she cashed that check, so it is closed on our end.Revdex.com Attn: *** *** North Wabash Ave., Ste2006 Chicago, IL 60611 Our File No: *** Revdex.com File No: *** * *** *** Via: 1st Class US Postage Via email: *** Dear Ms*** This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Ms*** SHIP has complied with numerous demands she set forth to resolve her complaintsSHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documentsTo address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6thThe installers were running late due to heavy traffic, but kept in touch with Ms*** to advise her of their arrival timeUpon the installer’s arrival, Ms*** refused to allow them to complete the installationThis is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms*** while she allowed her dogs run them off the property. Florida is a right to cure state and we have copious documentation to show our attempts to complete her installationWe also have copious amounts of documentation and notes to show that Ms*** has repeatedly refused and blocked any attempt to complete the minor punch list itemsDue to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bentTo reimburse her for these items, SHIP has sent a check via ***/Signature required and she may repair those items at her leisureThis will substantially complete her contract with SHIPMs*** will be responsible for contacting the *** *** *** Department upon completion of these items to inspect and finalize the permit. At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Lourdes *** R*** Dear *** *** We have completed our investigation of MsR*** complaint We would first like to point out that *** ** America,
Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** *** *** (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsR*** contract It is our understanding that MsR*** was refunded one of the $deductibles that she was informed of at the time of enrollment and the cancellation fee was waived therefore we have closed this case We apologize to MsR*** 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 *** *** ***
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience for
store pickup *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter receiving the complaint filed, we opened a help ticket to have this matter resolvedIn the interim, should Ms*** have any questions she may contact our store directly at *** *** Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponWith that said, we have noted Ms*** concerns, 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, *** *** 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, *although they did not take responsibility for their deplorable customer service or for initially debiting the refund amount from my bank account--I had to have my bank suspend the charges until the refund was credited as promised
*** ***
Complaint: ***
I am rejecting this response because: Sears does not address the fact that they estimated it to take over weeks to complete the refrigerator repair. Although it was done in a little over weeks, that is still unacceptable for a daily-needed appliance such as a family's refrigerator. This is not about warranty (yes, there was also approx$in lost food), it is about a complete breakdown in Sears' communication and resolution process, an unacceptable time period to complete the repair, unprofessional actions taken by multiple Sears' personnel and the loss of food and inconvenience. As a brand name, I would expect Sears to offer reasonable compensation for these unacceptable processes and experience
Sincerely,
*** ***
November 5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** ***We have completed the investigation of M** *** complaint regarding wanting to cancel his parts direct order.Upon receiving M**
*** complaint, we escalated his concerns to *** ***, Customer Advocate, who states the following:M** *** order shows it was delivered on 10/17/per *** *** placed the order on 10/11/and called back on 10/14/to cancelThe order was already processed and was unable to be cancelled. It should be noted that the part is also a non-returnable partBecause *** *** states he never received the part, so have issued a full refund in the amount of $to his *** card. That being said, because we have provided *** *** with his requested resolution, we respectfully request 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 concerns.Sincerely,*** ***Regulatory Complaints Specialist***
Complaint* ***
I am rejecting this response because:Sears completely disregarded my concerns with the above stated issuesSears did not hold themselves to the standard of customers firstSears in no way attempted to compensate for any of our lost time or our lost products during the events taken placeNot one of the representatives attempted to own the situations presentedThe only remedy was to replace the item over and overThe representative who was assigned to our case was rude and supplied empathy toward our caseShe was not in a hurry to expedite the issues and by many attempts was never reachable by phoneShe simply portrayed handling our concern when it was convenient for her.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of MsM*** complaint regarding service for her dryer On receipt of Ms
M*** complaint research showed that we completed repairs on her dryer on May 25, We apologize for any inconvenience for the delay in completing this service but we are unable to honor MsM*** request to compensate her for the missed service date in the amount of $47,as she has requestedSince we have repaired MsM*** dryer and it is our understanding that the dryer is now in working condition we have closed this complaint We apologize to MsM*** 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 *** *** ***
June 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and failure to provide an exchange for an undergarment item she purchased with Kmart layaway It is unfortunate that we failed Ms*** expectations when she recently requested assistance with an item she purchased using Kmart layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** ***, Manager for Kmart Store ***, contacted Ms*** and offered to exchange the item. Ms*** accepted and stated she would return to the store the week of June 6th to complete the exchange. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced 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 *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have not completed the investigation of Ms*** rebuttal regarding Sears Home Services and repairs to her air conditionersMs*** emailed me on July 26, and informed me that she would be providing proof of purchase for portable air conditioners she noted her tenants had to purchaseOnce we have had the opportunity to review the requested paperwork, we will provide an updateWe apologize to Ms*** 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 ***
October 1,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * Luther B B***
Dear *** ***
We have completed the investigation of MrB*** complaint regarding the problems he encountered with the repair of
his washer and his request for a replacement washer
Upon receipt of MrB*** complaint, we reviewed the service order and case notes related to MrB*** washerAccording to the service orders, on July 11, our technician assessed the washer and found a problem with the gear case and ordered several partsThe technician scheduled another appointment to install the partsOn July 24, our technician returned and attempted to remove the tub to work on the gear caseHowever, the bolts to the washer tub were seizedOur technician contacted our Strategic Technical Assistance Center (STAC) to report the issueSTAC instructed the technician to chisel the bolts to remove themThe technician was unable to remove the tub and STAC instructed the technician to order a new washer tub and washer basket in order to complete the repair; another service appointment was scheduled for August 3, to install the partsWhen another technician returned on August 3, 2017, he also attempted to remove the washer tub and basket to install the new onesRegrettably he could not remove the bolts and he contacted STAC as well to report that the parts could not be removedSTAC instructed the technician to continue with the repair and to chisel the damaged boltsThe technicians determined that continuing with the repair would only cause additional damage to the washer and stopped the repair without authorizationSince notes indicated that the technician did not complete the repair as instructed, technically the washer would not qualify for replacement under the terms of the agreementTherefore, when MrB*** called in regarding the replacement, he was advised numerous times that the washer had to be serviced as per STACWe apologize to MrB*** that the associates referred to STAC as the technician’s supervisorAs clarification, a technician must contact STAC to determine if a unit is in fact non repairable and the service order must be noted as suchIn MrB*** case, the unit was not deemed non repairable by STAC
We can also understand how frustrating MrB*** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and he was offered a replacement for the washerMrB*** selected a floor model from his local store and the replacement washer was delivered on September 29, MrB*** was emailed a digital manual and quick start for the washerWith that being said, since we have addressed the issue brought forth in MrB*** complaint, we have closed our file
We apologize to MrB*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda 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,
Gary K***
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
I though find it disturbing that it took so long for a resolution from Sears to arrive following the initial requestThe warranty did not explicitly indicate that the battery needed to be tested and that it could be returned to any Sears company even the one I originally purchased it fromAfter being told that the battery needed to be tested, which I had complied, Sears still advised that they could not provide a replacement even that the battery was confirmed badI again went back to Kmart which they advised replacement was predicated upon the manufacturing date and not the date of purchaseUnbelievably poor customer service from Sears
Sincerely,
Carl S***
April 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding a
recent service call for his refrigerator ice maker Upon receiving Mr*** complaint, we reviewed the notes in our service system, as well as a customer service case that was opened up when Mr*** called to complain about the service call to his refrigerator. According to the notes in the customer service case, on March 23, 2017, Mr*** stated that he would not pay the outstanding bill. In his complaint to the Revdex.com, he states that he paid the bill to avoid having his credit ruined. We contacted the National Claims Center and they found no record of the bill being paid. Therefore, we emailed Mr*** twice, once on March 24, 2017, and another time on March 28, 2017, to request proof of payment and to ask for documentation to support his claim that the Sears technician misdiagnosed his refrigerator ice maker. Mr*** has yet to respond to either email Without Mr*** providing the requested documentation, we find no other recourse than to continue to bill him for the service call completed on February 7, 2017. With that said, we have closed our file We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist