*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding information she received regarding her Sears Home Warranty
We would first like to point out that *** *** *** Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), 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 Ms*** contract We were informed by CCHS that Ms*** home warranty was cancelled and she has not been charged the $for the first service call that was discounted at the time the warranty was purchasedSince we have addressed Ms*** complaint and confirmed she was not charged anything on the cancellation we have closed our case 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 *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I am content with pausing this complaint until I receive the part and have it installed insuring the gazebo is functioning properlyPlease keep in mind, this is not a small part, it is an entire columnThis means we have to take about 30-minutes just to break down the gazebo in order to remove the bad column and install the new one then another 30-minutes to install the new oneThis takes multiple people to make this happen & time. We will do all we can to install it once received
Sincerely,
*** ***
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
After a second replacement we received a refrigerator that worksI am not satisfied with the time it took to find resolution but I am satisfied with the ultimate result
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the installation of a dishwasher purchased from Sears*** ***, Sears
Installation Solutions, Customer Advocate provided the following response: Sears Installation Solutions records indicate that Mr*** dishwasher was installed on September 30, After the installation occurred, Mr*** was contacted by Ms*** from our office and confirmed the installation of the new unitA $bank check has been requested and should be received by Mr*** within the next 7-daysAt this time, since we have confirmed the installation of the dishwasher and have processed the aforementioned $check, we respectfully request that this complaint be closedWe apologize to Mr*** 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: # *** - Tom *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding his mower We apologize that Mr***’s mower failed to
meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision That being said it is important to note that we have no records of service for Mr***’s mower since its purchase on July 27, and picked up on July 28, We would expect a customer to contact Sears as soon as possible with any issues with a warrantied productSince Mr*** choose not to do this we cannot validate his accusation that this issue has been going on for the two years he has had the mowerTo expect Sears to bear the repair expense associated with a product that is out of warranty with no previous service history is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr***, while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsAny repairs needed for the out of warranty mower will be at Mr***’s expenseSince we have addressed Mr***’s complaint and explained why we will not be honoring his request for a free repair or refund we have closed our case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of MsM*** complaint regarding her dissatisfaction with her service, and request to cancel
the Sears Home Warranty It is unfortunate that we failed MsM*** expectations with her recent service repairWe value MsM*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure MsM*** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe do show that MsM*** Sears Home Warranty was cancelled before the effective date of Aug 4, We respectfully ask that this matter be closed, since we have cancelled the Sears Home Warranty and noted her candid feedback Again, we apologize to MsM*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***searshc.com
Initial Business Response /* (1000, 6, 2015/08/17) */
August 17,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms.***
We have been unable to complete the investigation of Mr
*** complaint regarding his dissatisfaction with the multiple repairs on his snow blower
***, Customer Advocate for unit ***, made multiple attempts to contact Mr*** and left voicemails with her contact informationSince he has not responded, we are unable to resolve Mr*** issue until we have the opportunity to discuss the matter with himHe may contact Customer Advocate *** at (XXX) XXX-XXXXIn the interim, we will consider this matter closed, pending his response
Again, 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted once in regards to this matterI was told that I would be contacted by Thursday August 13th, which has come and gone with no phone call or emailIf they would like to contact me on my cell phone in an attempt to resolve this matter that is fine, but the issue has not been resolvedMy number is XXXXXXXXXX
Final Business Response /* (4000, 14, 2015/09/09) */
September 9,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms.***
We have completed the investigation of Mr*** rebuttal to our response regarding his dissatisfaction with the multiple repairs on his snow blower
We apologize to Mr*** for delay in the replacement process and that we failed to meet his expectationsSince a snow blower is a seasonal item, their availability is limitedMr*** selected a model for the exchange that was on back order, and we suggested that he select another modelMr*** located the same model at a nearby Hardware store; however, since it was their floor model they were not able to process an exchangeOn September 8, we received confirmation that the snow blower model was no longer on back orderOn September 9, we processed the exchange and notified Mr*** that it would be delivered on September 20, We respectfully ask that this matter be closed, since the requested resolution has been provided
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,
***
Regulatory Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 16, 2015/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A new replacement has arrived at my home today
June 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** rebuttal to our response regarding his dissatisfaction at being informed that the repair needed on his tractor would not be covered under his Repair Protection Agreement (RPA)
We contacted Mr*** and offered to schedule service for the tractor to provide him a second opinionMr*** accepted and service has been scheduled for July 2, Our technician will reassess the tractor and make a determination on whether the repair will be covered under the protection agreement; or if it will not be covered due to customer neglectIn the interim, since we have addressed the issue brought forth in Mr*** rebuttal, we have closed our file
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,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
*** ***
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dawn *** -# *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her washer First, we would like to
apologize to Ms*** for failing her expectations in regard to her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** A Sears technician returned to Mrs*** home on August 6, 2016. After examining the washer, he determined that the rotor was out of alignment; he reinstalled the rotor and tested the unit. Mr*** spoke with Territory Member Associate Tina *** on August 9, 2016, and indicated that service was satisfactory. However, he further stated that the washer was still making a grinding noise and if it continued, he would contact Ms*** directly With that said, as a conciliatory gesture for any inconvenience the *** may have experienced, we have processed a $laundry reimbursement check and we extended the Master Protection Agreement (MPA) coverage on their washer for six months; the coverage now expires on August 25, 2017. The reimbursement check should be received in the next two weeks and the *** are welcome to call our Protection Agreement department at (800) 827-if they have any questions about the coverage we provided. In the interim, we ask that this matter be closed Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThank you for the quick response and resolution.
Sincerely,
*** ***
July 17, *** *** 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
and request for a refund of the cancelled order Upon receipt of this complaint, researched the notes in the online orderThis was an online in store pickup orderSince the order was cancelled a full refund was processed the same day that the order was placedOn June 29, 2017, a refund of $275.89- was credited back to the *** account ending in *** For Ms*** records the refund receipt number is *** We apologize for any inconvenience MsI*** experienced with this orderAdditionally, 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 uponIn the interim, since a full refund has been provided and 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
March 16, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # ***- Emily AT*** Dear Ms*** We completed our investigation of sT*** complaint regarding her
washer and dryer MsT*** has confirmed that the Chadron store contacted her and arranged to provide her with an exchangeSince this resolution met with MsT***’ approval, we have closed our fileWe apologize to MsT*** 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
August 3,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Jennifer ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the technician would not
honor the service guarantee and did not arrive to service her washer
Laurie ***, Customer Advocate for Unit 8320, provided the following response:
I have contacted our member and listened to her storyI thanked her for letting us know about her recent experience with SearsI advised member that here at Sears we strive for excellent customer service and none of this should have ever happenedI advised that based on the events that she described, we did not meet our goal of quality customer serviceI have set up a service appointment with a different tech Saturday August 1, 2015/ 8-
The service order is set up properly and the team will handle this with excellent customer serviceI told her that I will call her Monday to follow up and make sure everything went well with her visitThis member now has the unit's local number to call for appointments or anything that I can help her withOur member is very grateful with everything that I have worked out with her, we can close out the complaint, as I told her we would do she said that would be fine with her
Our records indicate that the technician replaced the door lock assembly and the washer repair was completed on August 1, With that being said, since we have provided Ms*** with her desired resolution, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # 1*** - Randall C *** Dear Ms***: We have completed our investigation of Mr*** complaint regarding his range On receipt of Mr*** complaint we
reached out to him and were informed that he no longer had the range and had purchased a new one from SearsWe offered Mr*** a 20% sales adjustment for his inconvenience which he acceptedWe have processed that which totaled $which was processed back on to his credit card ending in Since this resolution was acceptable to Mr*** and he is no longer in need of assistance we have closed this case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation 512-*** *** Vanessa.L.***@searshc.com
August 30, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Pat *** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a recent dryer repair First,
we would like to apologize to Mr*** for failing his expectations in regard to his dryer repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted the local service unit for assistance. They subsequently contacted our Routing department and were able to move Mr***’s appointment to August 29, On the date of service, the technician repaired a connection and sensor harness. After testing the dryer and confirming that it was working properly, he closed the service order. Mr*** was not charged for the follrepair. Additionally, our records show that our escalated customer service group, Customer Solutions, issued a partial refund in the amount of $on August 23, 2016, under sales check ***. With that said, since we have completed the repair to Mr***’s dryer and documented his concerns with the repair process, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Tell us why here...November 3,
Revdex.com
Attn: Nita *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: ***/Kimberly *** Via: n***@chicago.Revdex.com.org
Dear Ms***
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerOn 10/31/16, we replaced the surround in Mrs*** bathroom
While I understand we are obligated to warranty the work we do, we are under no obligation to pay
compensationThe surround has been repaired, which is our contractual obligation
At this time we respectfully request you close your fileOn behalf of SHIP, please know we value
Ms*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at 800-222-x *** or via email at [email protected]
Sincerely,
Jeanne *** SHIP/HI Regulatory Complaint Specialist
cc: Kimberly *** 1st Class US Postage
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a purchase made from the Palmdale Sears Outlet*** *** Manager
of the Palmdale Sears Outlet provided the following response: I have spoken and met with Ms*** and have resolved her concernsIn the end we refunded Ms*** for her purchaseIf I can be of any other assistance to Ms***, she can reach me at the store at *** At this time, since we have refunded Ms***, 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 ***
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 They were terrible to work with and took an additional weeks to reach out to me.
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2015/07/29) */
July
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms.***
We have not been able to complete the investigation of Mr.***
complaint regarding the delay in receiving his purchased appliances
Due to the concerns brought forth in Mr.*** complaint, we called him and left a message requesting a callbackOnce we have the opportunity to speak with him, we would gladly provide him with the all the options he has with us as a valued customerWe ask Mr.*** to call us directly at ***At this time, we have closed our files pending the callback from Mr.***
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -***
Initial Consumer Rebuttal /* (3000, 12, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called the number and left a message at the extensionI do not have records on my phone of calls coming from the number above so I have no idea who they have been callingMy phone number is XXX-XXX-XXXX
Final Business Response /* (4000, 36, 2015/10/20) */
October 20,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms.***
We have reviewed Ms.*** rebuttal to the response we previously sent
After reviewing Ms.*** response, we contacted our credit department and were informed that a check in the amount of $was mailed out on August 27, Our finance department conducted an auditThey were able to confirm that the check has yet to be cashAt this time, the original check was canceled and a new check was issued on October 07, The check will be tracked to ensure Ms.*** receives it accordinglyWe ask Ms.*** to allow 7-business days to arrive via USPSSince we re-issued a check to Ms.***, we respectfully request this case remain closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 38, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check arrived yesterdayThis case is now closed
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding information she received regarding her Sears Home Warranty
We would first like to point out that *** *** *** Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), 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 Ms*** contract We were informed by CCHS that Ms*** home warranty was cancelled and she has not been charged the $for the first service call that was discounted at the time the warranty was purchasedSince we have addressed Ms*** complaint and confirmed she was not charged anything on the cancellation we have closed our case 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 *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I am content with pausing this complaint until I receive the part and have it installed insuring the gazebo is functioning properlyPlease keep in mind, this is not a small part, it is an entire columnThis means we have to take about 30-minutes just to break down the gazebo in order to remove the bad column and install the new one then another 30-minutes to install the new oneThis takes multiple people to make this happen & time. We will do all we can to install it once received
Sincerely,
*** ***
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
After a second replacement we received a refrigerator that worksI am not satisfied with the time it took to find resolution but I am satisfied with the ultimate result
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the installation of a dishwasher purchased from Sears*** ***, Sears
Installation Solutions, Customer Advocate provided the following response: Sears Installation Solutions records indicate that Mr*** dishwasher was installed on September 30, After the installation occurred, Mr*** was contacted by Ms*** from our office and confirmed the installation of the new unitA $bank check has been requested and should be received by Mr*** within the next 7-daysAt this time, since we have confirmed the installation of the dishwasher and have processed the aforementioned $check, we respectfully request that this complaint be closedWe apologize to Mr*** 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: # *** - Tom *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding his mower We apologize that Mr***’s mower failed to
meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision That being said it is important to note that we have no records of service for Mr***’s mower since its purchase on July 27, and picked up on July 28, We would expect a customer to contact Sears as soon as possible with any issues with a warrantied productSince Mr*** choose not to do this we cannot validate his accusation that this issue has been going on for the two years he has had the mowerTo expect Sears to bear the repair expense associated with a product that is out of warranty with no previous service history is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr***, while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsAny repairs needed for the out of warranty mower will be at Mr***’s expenseSince we have addressed Mr***’s complaint and explained why we will not be honoring his request for a free repair or refund we have closed our case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of MsM*** complaint regarding her dissatisfaction with her service, and request to cancel
the Sears Home Warranty It is unfortunate that we failed MsM*** expectations with her recent service repairWe value MsM*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure MsM*** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe do show that MsM*** Sears Home Warranty was cancelled before the effective date of Aug 4, We respectfully ask that this matter be closed, since we have cancelled the Sears Home Warranty and noted her candid feedback Again, we apologize to MsM*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***searshc.com
Initial Business Response /* (1000, 6, 2015/08/17) */
August 17,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms.***
We have been unable to complete the investigation of Mr
*** complaint regarding his dissatisfaction with the multiple repairs on his snow blower
***, Customer Advocate for unit ***, made multiple attempts to contact Mr*** and left voicemails with her contact informationSince he has not responded, we are unable to resolve Mr*** issue until we have the opportunity to discuss the matter with himHe may contact Customer Advocate *** at (XXX) XXX-XXXXIn the interim, we will consider this matter closed, pending his response
Again, 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted once in regards to this matterI was told that I would be contacted by Thursday August 13th, which has come and gone with no phone call or emailIf they would like to contact me on my cell phone in an attempt to resolve this matter that is fine, but the issue has not been resolvedMy number is XXXXXXXXXX
Final Business Response /* (4000, 14, 2015/09/09) */
September 9,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms.***
We have completed the investigation of Mr*** rebuttal to our response regarding his dissatisfaction with the multiple repairs on his snow blower
We apologize to Mr*** for delay in the replacement process and that we failed to meet his expectationsSince a snow blower is a seasonal item, their availability is limitedMr*** selected a model for the exchange that was on back order, and we suggested that he select another modelMr*** located the same model at a nearby Hardware store; however, since it was their floor model they were not able to process an exchangeOn September 8, we received confirmation that the snow blower model was no longer on back orderOn September 9, we processed the exchange and notified Mr*** that it would be delivered on September 20, We respectfully ask that this matter be closed, since the requested resolution has been provided
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,
***
Regulatory Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 16, 2015/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A new replacement has arrived at my home today
June 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** rebuttal to our response regarding his dissatisfaction at being informed that the repair needed on his tractor would not be covered under his Repair Protection Agreement (RPA)
We contacted Mr*** and offered to schedule service for the tractor to provide him a second opinionMr*** accepted and service has been scheduled for July 2, Our technician will reassess the tractor and make a determination on whether the repair will be covered under the protection agreement; or if it will not be covered due to customer neglectIn the interim, since we have addressed the issue brought forth in Mr*** rebuttal, we have closed our file
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,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
*** ***
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dawn *** -# *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her washer First, we would like to
apologize to Ms*** for failing her expectations in regard to her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** A Sears technician returned to Mrs*** home on August 6, 2016. After examining the washer, he determined that the rotor was out of alignment; he reinstalled the rotor and tested the unit. Mr*** spoke with Territory Member Associate Tina *** on August 9, 2016, and indicated that service was satisfactory. However, he further stated that the washer was still making a grinding noise and if it continued, he would contact Ms*** directly With that said, as a conciliatory gesture for any inconvenience the *** may have experienced, we have processed a $laundry reimbursement check and we extended the Master Protection Agreement (MPA) coverage on their washer for six months; the coverage now expires on August 25, 2017. The reimbursement check should be received in the next two weeks and the *** are welcome to call our Protection Agreement department at (800) 827-if they have any questions about the coverage we provided. In the interim, we ask that this matter be closed Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThank you for the quick response and resolution.
Sincerely,
*** ***
July 17, *** *** 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
and request for a refund of the cancelled order Upon receipt of this complaint, researched the notes in the online orderThis was an online in store pickup orderSince the order was cancelled a full refund was processed the same day that the order was placedOn June 29, 2017, a refund of $275.89- was credited back to the *** account ending in *** For Ms*** records the refund receipt number is *** We apologize for any inconvenience MsI*** experienced with this orderAdditionally, 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 uponIn the interim, since a full refund has been provided and 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
March 16, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # ***- Emily AT*** Dear Ms*** We completed our investigation of sT*** complaint regarding her
washer and dryer MsT*** has confirmed that the Chadron store contacted her and arranged to provide her with an exchangeSince this resolution met with MsT***’ approval, we have closed our fileWe apologize to MsT*** 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
August 3,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Jennifer ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the technician would not
honor the service guarantee and did not arrive to service her washer
Laurie ***, Customer Advocate for Unit 8320, provided the following response:
I have contacted our member and listened to her storyI thanked her for letting us know about her recent experience with SearsI advised member that here at Sears we strive for excellent customer service and none of this should have ever happenedI advised that based on the events that she described, we did not meet our goal of quality customer serviceI have set up a service appointment with a different tech Saturday August 1, 2015/ 8-
The service order is set up properly and the team will handle this with excellent customer serviceI told her that I will call her Monday to follow up and make sure everything went well with her visitThis member now has the unit's local number to call for appointments or anything that I can help her withOur member is very grateful with everything that I have worked out with her, we can close out the complaint, as I told her we would do she said that would be fine with her
Our records indicate that the technician replaced the door lock assembly and the washer repair was completed on August 1, With that being said, since we have provided Ms*** with her desired resolution, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # 1*** - Randall C *** Dear Ms***: We have completed our investigation of Mr*** complaint regarding his range On receipt of Mr*** complaint we
reached out to him and were informed that he no longer had the range and had purchased a new one from SearsWe offered Mr*** a 20% sales adjustment for his inconvenience which he acceptedWe have processed that which totaled $which was processed back on to his credit card ending in Since this resolution was acceptable to Mr*** and he is no longer in need of assistance we have closed this case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation 512-*** *** Vanessa.L.***@searshc.com
August 30, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Pat *** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a recent dryer repair First,
we would like to apologize to Mr*** for failing his expectations in regard to his dryer repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted the local service unit for assistance. They subsequently contacted our Routing department and were able to move Mr***’s appointment to August 29, On the date of service, the technician repaired a connection and sensor harness. After testing the dryer and confirming that it was working properly, he closed the service order. Mr*** was not charged for the follrepair. Additionally, our records show that our escalated customer service group, Customer Solutions, issued a partial refund in the amount of $on August 23, 2016, under sales check ***. With that said, since we have completed the repair to Mr***’s dryer and documented his concerns with the repair process, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Tell us why here...November 3,
Revdex.com
Attn: Nita *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: ***/Kimberly *** Via: n***@chicago.Revdex.com.org
Dear Ms***
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerOn 10/31/16, we replaced the surround in Mrs*** bathroom
While I understand we are obligated to warranty the work we do, we are under no obligation to pay
compensationThe surround has been repaired, which is our contractual obligation
At this time we respectfully request you close your fileOn behalf of SHIP, please know we value
Ms*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at 800-222-x *** or via email at [email protected]
Sincerely,
Jeanne *** SHIP/HI Regulatory Complaint Specialist
cc: Kimberly *** 1st Class US Postage
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a purchase made from the Palmdale Sears Outlet*** *** Manager
of the Palmdale Sears Outlet provided the following response: I have spoken and met with Ms*** and have resolved her concernsIn the end we refunded Ms*** for her purchaseIf I can be of any other assistance to Ms***, she can reach me at the store at *** At this time, since we have refunded Ms***, 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 ***
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 They were terrible to work with and took an additional weeks to reach out to me.
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2015/07/29) */
July
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms.***
We have not been able to complete the investigation of Mr.***
complaint regarding the delay in receiving his purchased appliances
Due to the concerns brought forth in Mr.*** complaint, we called him and left a message requesting a callbackOnce we have the opportunity to speak with him, we would gladly provide him with the all the options he has with us as a valued customerWe ask Mr.*** to call us directly at ***At this time, we have closed our files pending the callback from Mr.***
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -***
Initial Consumer Rebuttal /* (3000, 12, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called the number and left a message at the extensionI do not have records on my phone of calls coming from the number above so I have no idea who they have been callingMy phone number is XXX-XXX-XXXX
Final Business Response /* (4000, 36, 2015/10/20) */
October 20,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms.***
We have reviewed Ms.*** rebuttal to the response we previously sent
After reviewing Ms.*** response, we contacted our credit department and were informed that a check in the amount of $was mailed out on August 27, Our finance department conducted an auditThey were able to confirm that the check has yet to be cashAt this time, the original check was canceled and a new check was issued on October 07, The check will be tracked to ensure Ms.*** receives it accordinglyWe ask Ms.*** to allow 7-business days to arrive via USPSSince we re-issued a check to Ms.***, we respectfully request this case remain closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 38, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check arrived yesterdayThis case is now closed
Complaint: ***
I am rejecting this response because: I purchased the house inPlease see the attached proof.
Sincerely,
Kaemanje ***