Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Whitney *** #*** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding a refrigerator purchased from SearsSears will be processing an
in warranty exchange of Ms*** refrigerator once she returns home from a long weekend I have spoken to Ms*** and she is aware of what information I need so that I can process the exchangeMs*** has my email address and office phone number and has agreed to contact me once she has selected a replacement refrigeratorAt this time, since we have noted our response to Ms*** concerns, 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
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,
Deena ***
February 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding non-receipt of a refund for her kmart layaway and her change of address We confirmed that the refund check Kmart previously issued to Ms*** has not been cashed. Therefore, a new check in the amount of $was created and mailed to her on February 8, 2017. Ms*** is expected to receive the check within no more than fifteen business days from the reissue date and she is welcome to contact Regulatory Complaint Specialist *** *** at *** if she has any further questions about this issue or her checkWe respectfully ask to have this matter closed since we have noted Ms*** comments and her refund check has been reissued 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 *** *** *** ***
November 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Modou D***
Dear Ms*** We have completed the investigation of MrD*** complaint regarding his recent purchase We have issued a check for the $in questionThe manufacturer holds all responsibility in this even if they file for bankruptcyHowever, sine this was brought to our attention so quickly after the date of purchase, we made an exception to our return policyThe check should arrive within 10-business days As such, we have closed our file We apologize to MrDiagne 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*** Specialist, Regulatory Complaints Email: Tammie.S***
hi,
i'm trying to close the complain
Revdex.com CASE#: ***
because the business solved the issue, but I have problem to do so via your web-site, pleasze close this case
thanks
sergey ***
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his inability to schedule a repair with
Sears. We would note that Mr*** refrigerator is not covered under any warranty or service contract so Sears is not under any obligation to provide him with serviceWhile we would certainly like to provide him with a repair on a cash call basis, we do have to give service priority to our customers that have coverage either under a warranty or service contractFor instance, Mr*** still has coverage on a washer and dryer and we have contracted with a local repair provider to provide service to fulfill our warranty obligations With that said, if he still needs a repair on his refrigerator, it does appear that he might now be able to schedule this as we are just getting past the busiest time of year for refrigeration repairIt looks like we might be providing cash call service one day a week on Thursdays, though we cannot make any guaranteeIn the interim, since we have explained that there might be areas where Sears does not have either a high enough demand to provide service on a cash call basis, or a supply of enough technicians to provide this service if there is a demand, and we are not required to provide service where we have no warranty obligation, 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 concernsBe aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line* ***Email: ***
December 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Erica L*** - # Dear Ms***: We have completed the investigation of Ms*** complaint regarding her dryerFirst, we would like to apologize to Ms***
for failing her expectations in regard to her recently purchased dryer. Upon researching Ms*** complaint, we found that she had contacted several customer service groups prior to filing this complaint with your agency. Our records show that Ms*** was advised that her dryer was not eligible for an exchange due to the purchase being outside Sears’ 30-day return policy timeframe and that she would need to have a Sears technician repair the unit. On December 15, 2015, a technician examined Ms*** dryer and subsequently ordered a control board. Notes from the service order show that the follappointment scheduled to install the part was canceled due to the dryer now working. Additionally, Kayla *** with Customer Solutions spoke with Ms*** on December 26, 2015, and confirmed that the dryer was working properly at this time. As a conciliatory gesture, Ms*** offered Ms*** laundry reimbursement. Since the concession had not yet been processed, our office submitted a check request for $on December 29, 2015, to fulfill the promised resolution and reimburse Ms*** for her out-of-pocket expenses during the two weeks that she could not use her dryerMs*** should receive the aforementioned check within the next two weeks. In the interim, since it is our understanding that Ms*** does not require any assistance at this time, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, Melissa *** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
I updated this matter with the Revdex.com after I got my refund promised I'm not sure why this stayed ongoingAlthough I am totally unhappy about the way the entire situation was handled after it FINALLY made it to the higher ups
(with the help of my bank) it was finally taken care ofThank you Revdex.com
September 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear MsV*** We have completed the investigation of MsB*** complaint regarding the charges for a recent
dishwasher repair First, we would like to apologize to MsB*** for failing her expectations in regard to her dishwasher repairUpon reviewing MsB*** service order, we confirmed that she was charged $to replace her front dishwasher wheels; this charge incorporated the $trip fee and $labor charge. We would like to clarify that our charges for service are based on job codes and not on hourly rates. This is very common in the repair industry. In fact, even service organizations that charge an hourly rate usually charge a minimum of one hour, so if their hourly rate for a repair is $125.00, they charge $whether the service took minutes or an hour. It is also important to understand that our job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the likelihood of the need for additional trips, the gas and labor to get to a customer’s home, and other incidentals. For consistency sake, all of our consumers are charged the same rate for comparable jobs. In this way, our customers are not penalized if it takes their technician an inordinate amount of time to complete a simple repair or for when a technician has to order a part and make a second trip to install that part. With that said, as a one-time courtesy, we have processed a refund of $for MsB***. A check for $was issued on September 7, 2017, so MsB*** should receive it in the next seven to ten business daysIn summary, since we have documented MsB*** concerns with the repair process and provided her with the aforementioned remuneration, we ask that this matter be closed Again, we apologize to MsB*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Tom ***
Dear Ms***:
We have completed our investigation of Mr***'s
complaint regarding repairs for his mower
It is unfortunate that we failed Mr***'s expectations regarding his recent repair experienceWe 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 repair caused him any inconvenienceWe were willing to refund Mr*** the $diagnostic fee but it is our understanding that he has disputed the charges with his bank; Mr*** was informed by the Cardepartment that we would be accepting the charge backIf Mr*** has not received credit for the $he may contact me directly and we will be happy to assist in the refundSince we have addressed Mr***'s concerns and noted his candid feedback we have closed our case
We apologize to r*** 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
(The consumer indicated he/she ACCEPTED the response from the business.)
once I receive confirmation that I have no outstanding balance and my credit has been issued, I will consider the issue resolved
June 7, *** *** Revdex.com North Wabash AveSuite Chicago, IL Re: *** * *** *** Dear Ms*** We have been unable to complete the investigation of Ms*** complaint. The
correspondence we received did not include an auto center location and we were unable to locate any current year service records within our systems by using the address, email address or telephone number that she provided with her complaintSince we do not have enough information to facilitate a resolution we have closed this file pending the receipt of further service information, such as a correct date of service or an invoice with accurate description of the services performed for the visit in question by Ms*** Upon receipt of the aforementioned information we would be pleased to re-open and investigate Ms*** complaint We apologize to Ms*** for this issue and would 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:The technician also concluded the dryer is not the best product in their line The link trap issue is only accessible by a certified Sears Technician and not reachable by the consumer He ask me to follow his instructions on separating the clothes and to monitor during the warranty period, which ends in August He was concerned the product line is "substandard", his words Also it took tremendous efforts to get to this point with Sears
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
June 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear *** *** We have completed our investigation of Ms*** complaint regarding the service on her refrigerator
After reviewing the service history and discussing the issue with Ms***, we authorized her for a replacement of the refrigerator under the terms of her Service Smart Agreement (SSA)She has been provided with the necessary information to select a new refrigerator with the $replacement store voucher, and she has my direct contact information in the event that she requires further assistanceWe have also processed the food loss up to the $limit that is allowed under the terms and conditions of the SSAAt this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file We apologize to Ms*** 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 *** *** ***
August 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have
completed the investigation of MrV*** complaint regarding a recent purchase As a courtesy, we issued a credit for half of the cost of the order while allowing MrV***i to keep the item in questionSince MrV***i used shop Your Way Rewards points on his order $of the refund was issued as points and $was credited to his accountIn light of the aforementioned information, we have closed our file We apologize to MrV***i 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 ***searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re* *** * *** * *** Dear *** *** We have not fully completed our investigation of Mr* *** complaint regarding service experience We apologize for the
delay in responding to this complaintWe are currently waiting the completion of service for Mr* *** air compressorWe requested Mr*** return the air compressor for serviceAs of September 8, he had not done so yet but was planning to drop it off on Friday September 9, We will continue to monitor this situationWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Mr* *** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time We apologize again 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 Re: # *** - *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We have reviewed both our response and Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied our reply to her complaint requesting food loss reimbursement from our decision remains the sameMs*** refrigerator did not have a mechanical failure as is stated in her terms and conditions nor do we have any documentation that she was offered food loss coverage in We would also like to point out that the food loss coverage was not $in this is a recent upgrade that was applied to the Sears service agreement in Since we have explained that our decision remains the same we have closed this case 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 comp*aint ID ***, and find that this reso*ution is satisfactory to me
Sincere*y,
Jeffrey ***
Initial Business Response /* (1000, 5, 2015/09/03) */
September 3,
***
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 and the amount of her refund
It is unfortunate that we failed Ms*** expectations when she recently purchased a treadmill from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, a refund of $was issued to Ms*** account ending in on September 3, Ms*** should be able to view the refund within to business days and is welcome to contact Regulatory Complaint Specialist *** at XXX-XXX-XXXX if she needs any further assistance with this issueAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Ms*** will allow us an 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 possibleWe respectfully ask to have this matter closed, since we have noted Ms*** comments and the requested refund has been provided
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
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund of $has been posted to my Sears Credit Card account and the $late fee has been reversedThe account now shows a credit balance of $As soon as ***, the card issuer, sends me a check for this balance, I will be financially restored to my position before the unfortunate purchase
I appreciate the Revdex.com and Sears working together to resolve this issueI hope Sears will use this situation as an opportunity to review their procedures and their relationships with all vendor partnersMost of my frustrations were caused by talking with people who didn't work for Sears and didn't have any apparent authority to correct the problem
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,
James ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Whitney *** #*** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding a refrigerator purchased from SearsSears will be processing an
in warranty exchange of Ms*** refrigerator once she returns home from a long weekend I have spoken to Ms*** and she is aware of what information I need so that I can process the exchangeMs*** has my email address and office phone number and has agreed to contact me once she has selected a replacement refrigeratorAt this time, since we have noted our response to Ms*** concerns, 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
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,
Deena ***
February 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding non-receipt of a refund for her kmart layaway and her change of address We confirmed that the refund check Kmart previously issued to Ms*** has not been cashed. Therefore, a new check in the amount of $was created and mailed to her on February 8, 2017. Ms*** is expected to receive the check within no more than fifteen business days from the reissue date and she is welcome to contact Regulatory Complaint Specialist *** *** at *** if she has any further questions about this issue or her checkWe respectfully ask to have this matter closed since we have noted Ms*** comments and her refund check has been reissued 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 *** *** *** ***
November 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Modou D***
Dear Ms*** We have completed the investigation of MrD*** complaint regarding his recent purchase We have issued a check for the $in questionThe manufacturer holds all responsibility in this even if they file for bankruptcyHowever, sine this was brought to our attention so quickly after the date of purchase, we made an exception to our return policyThe check should arrive within 10-business days As such, we have closed our file We apologize to MrDiagne 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*** Specialist, Regulatory Complaints Email: Tammie.S***
hi,
i'm trying to close the complain
Revdex.com CASE#: ***
because the business solved the issue, but I have problem to do so via your web-site, pleasze close this case
thanks
sergey ***
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his inability to schedule a repair with
Sears. We would note that Mr*** refrigerator is not covered under any warranty or service contract so Sears is not under any obligation to provide him with serviceWhile we would certainly like to provide him with a repair on a cash call basis, we do have to give service priority to our customers that have coverage either under a warranty or service contractFor instance, Mr*** still has coverage on a washer and dryer and we have contracted with a local repair provider to provide service to fulfill our warranty obligations With that said, if he still needs a repair on his refrigerator, it does appear that he might now be able to schedule this as we are just getting past the busiest time of year for refrigeration repairIt looks like we might be providing cash call service one day a week on Thursdays, though we cannot make any guaranteeIn the interim, since we have explained that there might be areas where Sears does not have either a high enough demand to provide service on a cash call basis, or a supply of enough technicians to provide this service if there is a demand, and we are not required to provide service where we have no warranty obligation, 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 concernsBe aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line* ***Email: ***
December 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Erica L*** - # Dear Ms***: We have completed the investigation of Ms*** complaint regarding her dryerFirst, we would like to apologize to Ms***
for failing her expectations in regard to her recently purchased dryer. Upon researching Ms*** complaint, we found that she had contacted several customer service groups prior to filing this complaint with your agency. Our records show that Ms*** was advised that her dryer was not eligible for an exchange due to the purchase being outside Sears’ 30-day return policy timeframe and that she would need to have a Sears technician repair the unit. On December 15, 2015, a technician examined Ms*** dryer and subsequently ordered a control board. Notes from the service order show that the follappointment scheduled to install the part was canceled due to the dryer now working. Additionally, Kayla *** with Customer Solutions spoke with Ms*** on December 26, 2015, and confirmed that the dryer was working properly at this time. As a conciliatory gesture, Ms*** offered Ms*** laundry reimbursement. Since the concession had not yet been processed, our office submitted a check request for $on December 29, 2015, to fulfill the promised resolution and reimburse Ms*** for her out-of-pocket expenses during the two weeks that she could not use her dryerMs*** should receive the aforementioned check within the next two weeks. In the interim, since it is our understanding that Ms*** does not require any assistance at this time, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, Melissa *** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
I updated this matter with the Revdex.com after I got my refund promised I'm not sure why this stayed ongoingAlthough I am totally unhappy about the way the entire situation was handled after it FINALLY made it to the higher ups
(with the help of my bank) it was finally taken care ofThank you Revdex.com
September 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear MsV*** We have completed the investigation of MsB*** complaint regarding the charges for a recent
dishwasher repair First, we would like to apologize to MsB*** for failing her expectations in regard to her dishwasher repairUpon reviewing MsB*** service order, we confirmed that she was charged $to replace her front dishwasher wheels; this charge incorporated the $trip fee and $labor charge. We would like to clarify that our charges for service are based on job codes and not on hourly rates. This is very common in the repair industry. In fact, even service organizations that charge an hourly rate usually charge a minimum of one hour, so if their hourly rate for a repair is $125.00, they charge $whether the service took minutes or an hour. It is also important to understand that our job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the likelihood of the need for additional trips, the gas and labor to get to a customer’s home, and other incidentals. For consistency sake, all of our consumers are charged the same rate for comparable jobs. In this way, our customers are not penalized if it takes their technician an inordinate amount of time to complete a simple repair or for when a technician has to order a part and make a second trip to install that part. With that said, as a one-time courtesy, we have processed a refund of $for MsB***. A check for $was issued on September 7, 2017, so MsB*** should receive it in the next seven to ten business daysIn summary, since we have documented MsB*** concerns with the repair process and provided her with the aforementioned remuneration, we ask that this matter be closed Again, we apologize to MsB*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Tom ***
Dear Ms***:
We have completed our investigation of Mr***'s
complaint regarding repairs for his mower
It is unfortunate that we failed Mr***'s expectations regarding his recent repair experienceWe 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 repair caused him any inconvenienceWe were willing to refund Mr*** the $diagnostic fee but it is our understanding that he has disputed the charges with his bank; Mr*** was informed by the Cardepartment that we would be accepting the charge backIf Mr*** has not received credit for the $he may contact me directly and we will be happy to assist in the refundSince we have addressed Mr***'s concerns and noted his candid feedback we have closed our case
We apologize to r*** 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
(The consumer indicated he/she ACCEPTED the response from the business.)
once I receive confirmation that I have no outstanding balance and my credit has been issued, I will consider the issue resolved
June 7, *** *** Revdex.com North Wabash AveSuite Chicago, IL Re: *** * *** *** Dear Ms*** We have been unable to complete the investigation of Ms*** complaint. The
correspondence we received did not include an auto center location and we were unable to locate any current year service records within our systems by using the address, email address or telephone number that she provided with her complaintSince we do not have enough information to facilitate a resolution we have closed this file pending the receipt of further service information, such as a correct date of service or an invoice with accurate description of the services performed for the visit in question by Ms*** Upon receipt of the aforementioned information we would be pleased to re-open and investigate Ms*** complaint We apologize to Ms*** for this issue and would 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:The technician also concluded the dryer is not the best product in their line The link trap issue is only accessible by a certified Sears Technician and not reachable by the consumer He ask me to follow his instructions on separating the clothes and to monitor during the warranty period, which ends in August He was concerned the product line is "substandard", his words Also it took tremendous efforts to get to this point with Sears
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
June 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear *** *** We have completed our investigation of Ms*** complaint regarding the service on her refrigerator
After reviewing the service history and discussing the issue with Ms***, we authorized her for a replacement of the refrigerator under the terms of her Service Smart Agreement (SSA)She has been provided with the necessary information to select a new refrigerator with the $replacement store voucher, and she has my direct contact information in the event that she requires further assistanceWe have also processed the food loss up to the $limit that is allowed under the terms and conditions of the SSAAt this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file We apologize to Ms*** 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 *** *** ***
August 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have
completed the investigation of MrV*** complaint regarding a recent purchase As a courtesy, we issued a credit for half of the cost of the order while allowing MrV***i to keep the item in questionSince MrV***i used shop Your Way Rewards points on his order $of the refund was issued as points and $was credited to his accountIn light of the aforementioned information, we have closed our file We apologize to MrV***i 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 ***searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re* *** * *** * *** Dear *** *** We have not fully completed our investigation of Mr* *** complaint regarding service experience We apologize for the
delay in responding to this complaintWe are currently waiting the completion of service for Mr* *** air compressorWe requested Mr*** return the air compressor for serviceAs of September 8, he had not done so yet but was planning to drop it off on Friday September 9, We will continue to monitor this situationWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Mr* *** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time We apologize again 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 Re: # *** - *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We have reviewed both our response and Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied our reply to her complaint requesting food loss reimbursement from our decision remains the sameMs*** refrigerator did not have a mechanical failure as is stated in her terms and conditions nor do we have any documentation that she was offered food loss coverage in We would also like to point out that the food loss coverage was not $in this is a recent upgrade that was applied to the Sears service agreement in Since we have explained that our decision remains the same we have closed this case 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 comp*aint ID ***, and find that this reso*ution is satisfactory to me
Sincere*y,
Jeffrey ***
Initial Business Response /* (1000, 5, 2015/09/03) */
September 3,
***
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 and the amount of her refund
It is unfortunate that we failed Ms*** expectations when she recently purchased a treadmill from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, a refund of $was issued to Ms*** account ending in on September 3, Ms*** should be able to view the refund within to business days and is welcome to contact Regulatory Complaint Specialist *** at XXX-XXX-XXXX if she needs any further assistance with this issueAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Ms*** will allow us an 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 possibleWe respectfully ask to have this matter closed, since we have noted Ms*** comments and the requested refund has been provided
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
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund of $has been posted to my Sears Credit Card account and the $late fee has been reversedThe account now shows a credit balance of $As soon as ***, the card issuer, sends me a check for this balance, I will be financially restored to my position before the unfortunate purchase
I appreciate the Revdex.com and Sears working together to resolve this issueI hope Sears will use this situation as an opportunity to review their procedures and their relationships with all vendor partnersMost of my frustrations were caused by talking with people who didn't work for Sears and didn't have any apparent authority to correct the problem
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,
James ***