*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the coverage for yearly
maintenance under the Repair Protection Agreement for her mower We value Ms*** 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 Ms*** 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 regret that the misinformation she received regarding coverage of the RPA caused her any inconvenienceIt is important to note that Sears sells several types of protection agreements and the only one available for gas powered items is the RPA which does not have yearly maintenance checks as the Master Protection Agreement does which our records show Ms*** has had on previous appliances We have refunded Ms*** the full amount of the RPA which was $This was processed on February 15, Ms*** should receive this by March 1, We respectfully ask that this matter be closed, since we have refunded Ms*** the purchase amount of the RPA and noted her candid feedback Again, we apologize to Ms*** 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 *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer service and the
multiple repairs for his freezer We value Mr*** 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 averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have confirmed with Mr*** that his freezer was not able to be fixed and processed a $sales adjustment when he purchased his new freezer Again, we apologize to Mr*** 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 *** *** ***
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,
Rich C***
July 11,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her recent visit to
one of our auto centers.
Upon receiving Ms*** complaint, we escalated her concerns to *** *** Assistant Auto Center Manager of store# *** who states the following:
Ms*** boyfriend came in to our auto center around 10:00am to drop off a Ford Taurus for a master cylinder. The part came in around 11:00am. The new part had a different size fitting so I spoke with the customer and told him that the wrong part had come in and that I needed to order one which should be here in about half an hour to which he replied that was fine. The new part came in about an hour later and had the same size fittings as the previously ordered one. I tried to track another new master cylinder but none of the vendors had it available so I spoke with the technician about custom making a brake line with a new fitting in order to accommodate the bigger outlet. He said it could be done so then I spoke with Ms*** boyfriend who was waiting for the car letting him know that the second part that was ordered was the same as the first and that we would have to custom make a line in order to make it fit properly. He said okay, so I told the technician to go ahead and make a custom brake line to fix the issue. Ms*** then called to ask why it was taking so long. I explained the issue and told her that she would not be charged for having to make a customer made brake line and that her vehicle should be finished soon. Ms*** stated this was fine. That being said, because we have addressed Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Initial Business Response /* (1000, 13, 2015/04/29) */
April 29,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding his
dissatisfaction with our customer service and failure to provide the correct part for his scroll saw
It is unfortunate that we failed *** expectations when he recently ordered a part from Sears Parts DirectWe value *** patronage and can understand his frustration with the events detailed in his complaintWe can assure *** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that a return label had already been reissued to *** by U.Smail; therefore, we were unable to send a new one by emailHowever, a credit for the part was issued to *** on April 18, 2015, and a refund for his shipping and handling charge was issued on April 21, Pending the completion of *** return, we can only reiterate that we truly regret any inconvenience *** may have experiencedWe hope that in the future *** will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted *** comments and an equitable resolution 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,
***
***
***
***
Initial Consumer Rebuttal /* (2000, 15, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company Credited me back the money total owed to me
*** ** *** *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *
*** *** *** We have completed the investigation of *** *** rebuttalWe were able to make special arrangements and *** *** water heater was picked up on March ** *** *** *** will need to communicate with *** *** for any further questions or concerns he may have with his claimIn light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns. Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** ***
***
October 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her request for service on her *** dryer she claims she purchased from Sears
Upon receipt of Ms*** complaint, we reviewed the purchase receipt of the dryer she purchased our Sears Outlet Store on February 24, According to salescheck ***, Ms*** purchased item *** which is listed on Searsoutlet.com as *** Dryer Model *** not a *** dryer as Ms*** claimsIn order to warranty repair Ms*** *** dryer, she will need to provide proof of purchase from SearsIn the interim, we have closed our file, pending documentation from Ms* ***
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
June 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Home ServicesFirst, we would like to apologize to
Ms*** for failing her expectations in regard to the repair of her dishwasher. Additionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms***Since it appears that Ms*** was not provided with an estimate prior to the repair of her dishwasher, we have processed a refund in the amount of $ The credit should post to Ms*** *** account ending in *** within the next five to seven days business days. Additionally, we would like to assure Ms*** that according to our repair protocol, she should have been given the opportunity to accept or decline the repair prior to its completion. Therefore, the appropriate feedback has been forwarded to the technician’s manager to prevent further issues such as this. With that said, since we have documented Ms*** concerns with the repair process and issued the aforementioned refund, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
August 17, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***
We have completed the investigation of MrB*** complaint regarding the delay in receiving the necessary parts for her appliance.We would
first like to apologize that many factors resulted in the day of delivering MrB*** purchased appliancesWe have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand MrB*** concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing MrB*** complaint and our records, we were able to determine that due to the manufacture not being to fill his order, the delivery date had to be rescheduledOur records show that although customer service offered MrBailey the option of reselecting different model numbers, unfortunately he decided to cancel his orderOn July 22, a check in the amount of $1,was issued via *** On July 23, a second check totaling $was also issued via *** It is our hope that MrB*** will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation on but understand if this is not possibleAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: ***imx integrated member experience
August 13,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: 173***
Revdex.com Case #: 945***/ Frank ***
Via: Revdex.com Website
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 manner
Pursuant to Mr***'s request we have completed the repairs and the electrical inspection passedI have corresponded with Mr*** and confirmed he is satisfiedAt this time there is no further service need
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-*** x 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: Frank ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his Sears Appliance Warranty and service under that warranty
As clarification, when a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” It is unfortunate that we failed Mr*** expectations with his recent repairMr*** confirmed with our service unit that the refrigerator was repaired and is working properlyMr*** asked about food loss coverage, unfortunately food loss is not covered under the Sears Appliance WarrantySince we have repaired Mr*** refrigerator under the terms and conditions of the Sears Appliance Warranty and noted his candid feedback 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding services she received from her local Sears Auto CenterDue to
the nature of Ms*** concerns, we opened a claim with ***, our third-party claims adjusterIf Ms*** has any questions regarding her claim, she can contact *** at *** and reference claim # *** We attempted to contact and inform Ms*** of the open claim and provide her with the direct contact information to *** but the number provided by Ms*** in her complaint, *** when called states that the voice mail is full and we were unable to leave her a message As clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***’s actions; their decision on any claim is final. In the interim, since Ms*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our fileWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the quality of the service
provided on her range and her request to have the unit repaired
It is unfortunate that we failed Ms*** expectations when she recently scheduled a range repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Upon receipt of Ms*** complaint we reached out to Field Operations Manager *** *** for assistance with Ms*** concernMr*** agreed to monitor the repair that was scheduled for July 8, Our technician reassessed the range and found that the controller board was shorted and had also caused the valve to short; the parts were orderedOn July 13, our technician returned and installed the valveThe unit was tested and is operationalWith that being said, since the range has been repaired, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: the business NEVER called or emailed me using my phone or my sister's phone A Sears rep did leave a message on our home phone at the end of last week after my sister contacted this person directly
Sincerely,
Theresa ***
Contact Name and Title: MELISSA ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Patricia *** - # 945***
Dear Ms***:
We have completed the investigation of Ms***' complaint regarding her dishwasher
and her request for a replacement
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her dishwasherAfter reviewing the notes in Ms***' service order and exhausting all efforts to obtain a back-ordered part, our office authorized a replacement for customer satisfactionBased upon the features of Ms***' current dishwasher, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)In fact, the same dishwasher is still availableMs*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs*** will need to provide the telephone number on record, (318) ***, to verify the replacement authorizationThe new dishwasher will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer's warranty and then provide additional coverage until December 2, With that said, since we are providing Ms*** with her requested resolution, we ask that this matter be closed
Again, we apologize to Ms.*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his recent online order experience
and request for a refund We would first like to apologize for any inconvenience Mr*** experience with this matterWe apologize for the delay and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in his order we found that Sears Online processed a refund of $back to his *** account ending in ***For Mr***’s records the return receipt number is *** Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, 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
January 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and receipt of an incorrect item from kmart.com It is unfortunate that we failed Ms*** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that we may consider changes that would allow us to avert future problems of this nature. Our records indicate that our agents informed Ms*** that they could assist her in returning her order, but were unable to perform exchanges for online orders. They advised her that she would need to return the earrings to a local Kmart Store if she preferred to exchange them. Ms*** chose to return to our online warehouse and a refund of $was issued to her *** ending in *** on December 19, 2016. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the 1,as good faithI still think they should repair or replace as was promised
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
It should be noted that the order was cancelled three days after I cancelled the orderIt should further be noted that absolutely nothing can justify the extent in which Sears customer service failed and refused to properly address the issue and in particular the customer service rep named Amber who blatantly REFUSED to allow me to speak with a supervisor, stating that "I did not have a good enough reason" for her to allow me to speak with a supervisor.Sears use of non English speaking customer service representatives is another indication of how little Sears thinks about their customersIt should also be noted that if Sears has a problem getting items they are advertising, then that should be told to the customer BEFORE they make a purchase NOT two weeks later!
Sincerely,
David ***
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,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the coverage for yearly
maintenance under the Repair Protection Agreement for her mower We value Ms*** 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 Ms*** 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 regret that the misinformation she received regarding coverage of the RPA caused her any inconvenienceIt is important to note that Sears sells several types of protection agreements and the only one available for gas powered items is the RPA which does not have yearly maintenance checks as the Master Protection Agreement does which our records show Ms*** has had on previous appliances We have refunded Ms*** the full amount of the RPA which was $This was processed on February 15, Ms*** should receive this by March 1, We respectfully ask that this matter be closed, since we have refunded Ms*** the purchase amount of the RPA and noted her candid feedback Again, we apologize to Ms*** 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 *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer service and the
multiple repairs for his freezer We value Mr*** 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 averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have confirmed with Mr*** that his freezer was not able to be fixed and processed a $sales adjustment when he purchased his new freezer Again, we apologize to Mr*** 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 *** *** ***
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,
Rich C***
July 11,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her recent visit to
one of our auto centers.
Upon receiving Ms*** complaint, we escalated her concerns to *** *** Assistant Auto Center Manager of store# *** who states the following:
Ms*** boyfriend came in to our auto center around 10:00am to drop off a Ford Taurus for a master cylinder. The part came in around 11:00am. The new part had a different size fitting so I spoke with the customer and told him that the wrong part had come in and that I needed to order one which should be here in about half an hour to which he replied that was fine. The new part came in about an hour later and had the same size fittings as the previously ordered one. I tried to track another new master cylinder but none of the vendors had it available so I spoke with the technician about custom making a brake line with a new fitting in order to accommodate the bigger outlet. He said it could be done so then I spoke with Ms*** boyfriend who was waiting for the car letting him know that the second part that was ordered was the same as the first and that we would have to custom make a line in order to make it fit properly. He said okay, so I told the technician to go ahead and make a custom brake line to fix the issue. Ms*** then called to ask why it was taking so long. I explained the issue and told her that she would not be charged for having to make a customer made brake line and that her vehicle should be finished soon. Ms*** stated this was fine. That being said, because we have addressed Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Initial Business Response /* (1000, 13, 2015/04/29) */
April 29,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding his
dissatisfaction with our customer service and failure to provide the correct part for his scroll saw
It is unfortunate that we failed *** expectations when he recently ordered a part from Sears Parts DirectWe value *** patronage and can understand his frustration with the events detailed in his complaintWe can assure *** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that a return label had already been reissued to *** by U.Smail; therefore, we were unable to send a new one by emailHowever, a credit for the part was issued to *** on April 18, 2015, and a refund for his shipping and handling charge was issued on April 21, Pending the completion of *** return, we can only reiterate that we truly regret any inconvenience *** may have experiencedWe hope that in the future *** will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted *** comments and an equitable resolution 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,
***
***
***
***
Initial Consumer Rebuttal /* (2000, 15, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company Credited me back the money total owed to me
*** ** *** *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *
*** *** *** We have completed the investigation of *** *** rebuttalWe were able to make special arrangements and *** *** water heater was picked up on March ** *** *** *** will need to communicate with *** *** for any further questions or concerns he may have with his claimIn light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns. Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** ***
***
October 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her request for service on her *** dryer she claims she purchased from Sears
Upon receipt of Ms*** complaint, we reviewed the purchase receipt of the dryer she purchased our Sears Outlet Store on February 24, According to salescheck ***, Ms*** purchased item *** which is listed on Searsoutlet.com as *** Dryer Model *** not a *** dryer as Ms*** claimsIn order to warranty repair Ms*** *** dryer, she will need to provide proof of purchase from SearsIn the interim, we have closed our file, pending documentation from Ms* ***
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
June 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Home ServicesFirst, we would like to apologize to
Ms*** for failing her expectations in regard to the repair of her dishwasher. Additionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms***Since it appears that Ms*** was not provided with an estimate prior to the repair of her dishwasher, we have processed a refund in the amount of $ The credit should post to Ms*** *** account ending in *** within the next five to seven days business days. Additionally, we would like to assure Ms*** that according to our repair protocol, she should have been given the opportunity to accept or decline the repair prior to its completion. Therefore, the appropriate feedback has been forwarded to the technician’s manager to prevent further issues such as this. With that said, since we have documented Ms*** concerns with the repair process and issued the aforementioned refund, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
August 17, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***
We have completed the investigation of MrB*** complaint regarding the delay in receiving the necessary parts for her appliance.We would
first like to apologize that many factors resulted in the day of delivering MrB*** purchased appliancesWe have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand MrB*** concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing MrB*** complaint and our records, we were able to determine that due to the manufacture not being to fill his order, the delivery date had to be rescheduledOur records show that although customer service offered MrBailey the option of reselecting different model numbers, unfortunately he decided to cancel his orderOn July 22, a check in the amount of $1,was issued via *** On July 23, a second check totaling $was also issued via *** It is our hope that MrB*** will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation on but understand if this is not possibleAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: ***imx integrated member experience
August 13,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: 173***
Revdex.com Case #: 945***/ Frank ***
Via: Revdex.com Website
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 manner
Pursuant to Mr***'s request we have completed the repairs and the electrical inspection passedI have corresponded with Mr*** and confirmed he is satisfiedAt this time there is no further service need
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-*** x 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: Frank ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his Sears Appliance Warranty and service under that warranty
As clarification, when a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” It is unfortunate that we failed Mr*** expectations with his recent repairMr*** confirmed with our service unit that the refrigerator was repaired and is working properlyMr*** asked about food loss coverage, unfortunately food loss is not covered under the Sears Appliance WarrantySince we have repaired Mr*** refrigerator under the terms and conditions of the Sears Appliance Warranty and noted his candid feedback 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding services she received from her local Sears Auto CenterDue to
the nature of Ms*** concerns, we opened a claim with ***, our third-party claims adjusterIf Ms*** has any questions regarding her claim, she can contact *** at *** and reference claim # *** We attempted to contact and inform Ms*** of the open claim and provide her with the direct contact information to *** but the number provided by Ms*** in her complaint, *** when called states that the voice mail is full and we were unable to leave her a message As clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***’s actions; their decision on any claim is final. In the interim, since Ms*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our fileWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the quality of the service
provided on her range and her request to have the unit repaired
It is unfortunate that we failed Ms*** expectations when she recently scheduled a range repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Upon receipt of Ms*** complaint we reached out to Field Operations Manager *** *** for assistance with Ms*** concernMr*** agreed to monitor the repair that was scheduled for July 8, Our technician reassessed the range and found that the controller board was shorted and had also caused the valve to short; the parts were orderedOn July 13, our technician returned and installed the valveThe unit was tested and is operationalWith that being said, since the range has been repaired, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: the business NEVER called or emailed me using my phone or my sister's phone A Sears rep did leave a message on our home phone at the end of last week after my sister contacted this person directly
Sincerely,
Theresa ***
Contact Name and Title: MELISSA ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Patricia *** - # 945***
Dear Ms***:
We have completed the investigation of Ms***' complaint regarding her dishwasher
and her request for a replacement
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her dishwasherAfter reviewing the notes in Ms***' service order and exhausting all efforts to obtain a back-ordered part, our office authorized a replacement for customer satisfactionBased upon the features of Ms***' current dishwasher, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)In fact, the same dishwasher is still availableMs*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs*** will need to provide the telephone number on record, (318) ***, to verify the replacement authorizationThe new dishwasher will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer's warranty and then provide additional coverage until December 2, With that said, since we are providing Ms*** with her requested resolution, we ask that this matter be closed
Again, we apologize to Ms.*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his recent online order experience
and request for a refund We would first like to apologize for any inconvenience Mr*** experience with this matterWe apologize for the delay and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in his order we found that Sears Online processed a refund of $back to his *** account ending in ***For Mr***’s records the return receipt number is *** Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, 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
January 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and receipt of an incorrect item from kmart.com It is unfortunate that we failed Ms*** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that we may consider changes that would allow us to avert future problems of this nature. Our records indicate that our agents informed Ms*** that they could assist her in returning her order, but were unable to perform exchanges for online orders. They advised her that she would need to return the earrings to a local Kmart Store if she preferred to exchange them. Ms*** chose to return to our online warehouse and a refund of $was issued to her *** ending in *** on December 19, 2016. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the 1,as good faithI still think they should repair or replace as was promised
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
It should be noted that the order was cancelled three days after I cancelled the orderIt should further be noted that absolutely nothing can justify the extent in which Sears customer service failed and refused to properly address the issue and in particular the customer service rep named Amber who blatantly REFUSED to allow me to speak with a supervisor, stating that "I did not have a good enough reason" for her to allow me to speak with a supervisor.Sears use of non English speaking customer service representatives is another indication of how little Sears thinks about their customersIt should also be noted that if Sears has a problem getting items they are advertising, then that should be told to the customer BEFORE they make a purchase NOT two weeks later!
Sincerely,
David ***
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,
*** ***