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,
*** ***
June 22, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the multiple repairs to his refrigerator and
his request for a replacement.We would first like to note that most of the repairs provided were under the manufacturer’s warranty because Mr*** did not have any service contract running concurrent with the warrantyUnder the warranty, there is no stipulation on the amount of repairs; the language referenced about needing or repairs relates to our Master Protection Agreement (MPA) that has a “no lemon guarantee” clause that states if we complete repairs and determine on a 4th service order, all within a month period, that a functional failure has occurred that requires repair, then a replacement would be authorizedMr*** did not have an MPA so this did not apply.Mr*** warranty expired on December 27, Because he had had an ongoing issue with the ice maker in the refrigerator, our executive level customer support group, gave him a Repair Protection Agreement (RPA) for months to provide him with some sort of coverage after the warranty expiredThe RPA does not have a cap on the amount of repairs but it does cover both labor and partsWe only did one repair in February under the RPA and it appeared to possibly address an underlying issue that might have been the contributing factor to the repeated failure of the ice makerThe RPA is set to expire on June 27th, and Mr*** has not called in since then for any further repairsWhile we have no obligation to provide any additional accommodations, as a courtesy we have given Mr*** a full, one-year MPA rather than an RPA, and it will take effect when the RPA expires and run until June 27, This had a retail value of $but we provided it to Mr*** at no costHis prior repairs will not count towards the “no lemon guarantee” since the contract was not in effect when they occurredHowever, it will count on any future repairs within that months of coverageSo while Mr*** did not qualify for a replacement, we did provide an equitable, alternative resolution for his issue and have therefore, closed our file.We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
August 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear MsV*** We have completed the investigation of MsS*** complaint regarding her dissatisfaction with our
customer service and the time frame outlined for her refund It is unfortunate that we failed MsS*** expectations when she recently purchased a dishwasher from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure MsS*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that MsS*** selected a new dishwasher on June 21, 2017, and it was delivered to her home on June 24, 2017. At this time, we can only reiterate that we truly regret any inconvenience MsS*** may have experienced We hope that in the future she will allow us an opportunity to provide her with a more satisfying 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 MsS*** 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 *** *** *** ***
August 31st,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** / Bill R*** 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
SHIP and MrR*** have reached an amicable resolutionWhen I last spoke to MrR***, he let me know the unit was already repairedIt was apparently fixed prior to our receiving the complaintMrR*** let me know that nothing else is needed to be addressed regarding the repair of the unit at this time
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MrR*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at carlos.c***@***com
Sincerely,
Carlos C*** SHIP/HI Regulatory Complaint Specialist
cc: Bill R*** Via: 1st Class Mail
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a lawnmower purchased from Sears*** ***, manager of the Sears in
Wayne will be assisting Ms*** in selecting a new lawnmowerAdditionally Sears will deliver the new mower to Ms*** home at no additional cost to herMs*** will be reaching to Ms*** to finalize the arrangements later today, December 14, We expect the new mower to be ordered and delivered to Ms*** in the next few daysWe 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 ***
Complaint: ***
I am rejecting this response because: I have contacted *** before I contacted searsThey cannot help me as I no longer have my manualThis it an item kmart and sears sell and it is complete junkI purchsed not one but tww of them and they both are crapI expect sears/kmart to do their due diligenece and help resolve this.
Sincerely,
Latres ***
October 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Carpet Cleaning
Upon receiving Mr*** complaint, our office contacted *** *** with Sears Carpet Cleaning for assistance. Ms*** subsequently forwarded the matter to the local office. The franchise owner responded that he spoke with Mr*** several times and explained that since he used his personal shampooer to resolve his issue, he voided the Sears Satisfaction Guarantee. Additionally, Mr*** was told prior to the cleaning that due to the carpet being older and having pre-existing issues, there would be no guarantee on the results We have included a copy of the invoice with our correspondence noting the technician’s findings upon inspection. In summary, since Mr*** voided the service guarantee, no refund will be providedAs this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist Enclosure
April 14,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding her dissatisfaction that her *** exercise bicycle
failed too soon and the problem she encountered with the warranty
It is unfortunate that we failed Ms*** expectations when she recently called to report a problem with her *** bikeWe 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
According to our records, Ms*** purchased the exercise bike on December 26, and the manufacturer’s standard day warranty expired on March 26, The case notes indicate that Ms*** called our customer solutions department on March 25, 2017; one day before the warranty expiredUpon receipt of her complaint from your agency, we contacted Ms*** to discuss her concernsMs*** stated that when she called on March 25, 2017, she reported the problem with the pedal and asked the associate if she should return it or whatSince Ms*** mentioned “return”, the associate informed her that she could not return it because it was over our 30-day return periodWe apologize that the associate did not offer to schedule warranty service to repair the pedal issueWe offered to schedule service on the exercise bike at no charge to Ms***She accepted the offer and service is scheduled for April 17, With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
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
*** *** ***
Contact Name and Title: MELISSA ***
August 10,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: Young-** *** - # 945***
Dear Ms***:
We have completed our investigation Mr*** complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** *or failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr*** concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr*** complaint, so that future problems can be avertedOn August 6, 2015, the technician returned to Mr*** home to install a new dryerOnce the dryer was installed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Mr*** may have experienced due to the delay in repairing his refrigeratorAs a conciliatory gesture, our office processed a six-month extension to Mr*** Master Protection Agreement (MPA); the coverage now expires on May 3, With that said, since we have completed the repair to Mr*** refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to Mr*** 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 meThe business should be aware that the 3rd party installer only received the installation notice on 1/18/17, and scheduled for an install on 1/19/The installer also had to confirm with me if I was in possession of the cooktop since Sears installation dept was unable to confirm the location of the cooktopI still will not be doing any business with Sears in the future due to their overall lack of service and communication
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the fact that they responded and offered me some compensation for all my extra time and aggravation that they put me throughI am disappointed that they did not seem to care about the issues described in the complaintThey just wanted to make sure that the compensation was satisfactoryThis is a rather sad situation
June 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the dryer has not been
repaired in a timely manner
It is unfortunate that we failed Ms*** expectations when she recently scheduled a dryer 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 that any variance from our accepted business practices and policies will be addressedHer feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further
According to our records, on May 15, our technician ordered an electronic control board and returned on May 24, to install the partRegrettably, after installing the part, the washer continued to have a problem and our technician needed to order another partSince the washer was purchased in 2005, replacement parts are limited; however, the part order must be entered to check for availabilityWe received notification from the manufacturer that the part ordered was on back order with the expected ship date of June 16, We would like to clarify that at no point did the manufacturer notify us that the part ordered was “no longer available”We would like to note that Ms*** has a Master Protection Agreement (MPA) that entitles her to a replacement if we determine that a Covered Product is not repairable due to unavailability of functional parts or technical informationWe contacted Ms*** and advised that the part was on back order and that our parts research team was also checking alternate sourcesOn June 19, we confirmed that the part ordered on May 24, had not shippedWe contacted Ms*** and provided her the authorization information and instructions for the replacement of her dryerWith that being said, since we have addressed the issues brought forth in Ms*** complaint, 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
*** *** ***
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
Thank you Sears for agreeing to this, it is appreciated.
Sincerely,
*** ***
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his microwave repair On February 21,
2017, a Sears technician examined Mr*** microwave and ordered a fan motor, magnetron and a control panel. When the technician returned on March 2, 2017, to install the parts, he was unable to find any parking on the street. The technician returned twice to Mr*** home, but he could not find a parking space and Mr*** did not make room for his truck in his driveway, which he did during the initial service call on February 21st. *** *** with *** spoke with Mrand Mrs*** and they stated that they do not intend to make any accommodations for the technician, so parking will continue to be an issue. Furthermore, Mrs*** stated that she did not wish to schedule any further service. It is our understanding that another service provider will be used. With that said, since Mr*** carries a Basic Protection Agreement (BPA) on his microwave, he should call our Protection Agreement office to cancel the coverage; a pro-rated refund would be provided based upon the remaining months of coverage. He is welcome to call the office at (*** *** during business hours. In the interim, since further service has been declined, we ask that this matter be closed We apologize to Mr*** we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Sears did absolutely nothing to rectify the matter. They put everything on *** and only offered a return of the dangerous product. Ms*** was smug, rude and arrogant. Yes a *** representative offered a resolution but I was seeking an apology and restitution from Sears as well. At least take that product off the market. Sears is so big they feel they don't have to do anything for customer satisfaction. Offering to return my money and leave me without a refrigeration is not customer satisfaction. Ms*** is an awful representative of Sears!
Sincerely,
*** ***
July 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order experience and
request for a $gift card for inconvenience It is unfortunate that we failed Mr*** expectations as we value his patronageWe apologize for any inconvenience they may have experienced 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 the order we show that the order was completely cancelled and an Online agent assisted in placing a new order and honored the same pricesAs a gesture of goodwill, we would like to offer $in Shop Your Way Reward Points instead of a gift cardIf Mr*** would like to accept this offer, he may contact me via email at ***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, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ***
**Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in regards to the refrigerator, I am still not happy with the way this was handledIt is unacceptable as to what my family and I had to go through not having a refrigerator for a little more then a monthThis could have been resolved a little faster after knowing that there was a leak that non of the technicians were able to get to. reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
November 23, 2016Revdex.comAttn: Nita ***North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: ***Service Order # ***Service Unit # 9759Revdex.com Case #: Robert ***Via: Revdex.com WebsiteDear Ms* ***This letter serves to confirm that we have completed our
investigation in regards to the above-referenced fileWe also wish to take this opportunity to notify you that the issue has been resolvedWe appreciate the customer’s cooperation in resolving this matterWe hope that the customer keeps us in mind for future home improvement and service needs.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at 1-800-222-extension *** or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: Robert *** via First Class Mail
June 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and his request for a dryer of the same value We forwarded this matter to the Store and District Manager for Outlet Unit *** to research furtherWe found that the store held Mr*** merchandise for at least four monthsIt should be noted that we can only hold merchandise for approximately two weeks in our warehouseThe store notified Mr*** to pick up the merchandise however they received no response from himOn the fourth attempt the merchandise goes back on the sales floorIt is our understanding that the local store contacted Mr*** on June 1, 2017, and he selected a new dryer for the same price/value that he originally paid online with sales check number *** Should Mr*** have any questions, he may contact our store directly at (*** *** and ask for TitoSince we have confirmed that this matter has been resolved, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
June 22, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the multiple repairs to his refrigerator and
his request for a replacement.We would first like to note that most of the repairs provided were under the manufacturer’s warranty because Mr*** did not have any service contract running concurrent with the warrantyUnder the warranty, there is no stipulation on the amount of repairs; the language referenced about needing or repairs relates to our Master Protection Agreement (MPA) that has a “no lemon guarantee” clause that states if we complete repairs and determine on a 4th service order, all within a month period, that a functional failure has occurred that requires repair, then a replacement would be authorizedMr*** did not have an MPA so this did not apply.Mr*** warranty expired on December 27, Because he had had an ongoing issue with the ice maker in the refrigerator, our executive level customer support group, gave him a Repair Protection Agreement (RPA) for months to provide him with some sort of coverage after the warranty expiredThe RPA does not have a cap on the amount of repairs but it does cover both labor and partsWe only did one repair in February under the RPA and it appeared to possibly address an underlying issue that might have been the contributing factor to the repeated failure of the ice makerThe RPA is set to expire on June 27th, and Mr*** has not called in since then for any further repairsWhile we have no obligation to provide any additional accommodations, as a courtesy we have given Mr*** a full, one-year MPA rather than an RPA, and it will take effect when the RPA expires and run until June 27, This had a retail value of $but we provided it to Mr*** at no costHis prior repairs will not count towards the “no lemon guarantee” since the contract was not in effect when they occurredHowever, it will count on any future repairs within that months of coverageSo while Mr*** did not qualify for a replacement, we did provide an equitable, alternative resolution for his issue and have therefore, closed our file.We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
August 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear MsV*** We have completed the investigation of MsS*** complaint regarding her dissatisfaction with our
customer service and the time frame outlined for her refund It is unfortunate that we failed MsS*** expectations when she recently purchased a dishwasher from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure MsS*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that MsS*** selected a new dishwasher on June 21, 2017, and it was delivered to her home on June 24, 2017. At this time, we can only reiterate that we truly regret any inconvenience MsS*** may have experienced We hope that in the future she will allow us an opportunity to provide her with a more satisfying 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 MsS*** 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 *** *** *** ***
August 31st,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** / Bill R*** 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
SHIP and MrR*** have reached an amicable resolutionWhen I last spoke to MrR***, he let me know the unit was already repairedIt was apparently fixed prior to our receiving the complaintMrR*** let me know that nothing else is needed to be addressed regarding the repair of the unit at this time
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MrR*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at carlos.c***@***com
Sincerely,
Carlos C*** SHIP/HI Regulatory Complaint Specialist
cc: Bill R*** Via: 1st Class Mail
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a lawnmower purchased from Sears*** ***, manager of the Sears in
Wayne will be assisting Ms*** in selecting a new lawnmowerAdditionally Sears will deliver the new mower to Ms*** home at no additional cost to herMs*** will be reaching to Ms*** to finalize the arrangements later today, December 14, We expect the new mower to be ordered and delivered to Ms*** in the next few daysWe 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 ***
Complaint: ***
I am rejecting this response because: I have contacted *** before I contacted searsThey cannot help me as I no longer have my manualThis it an item kmart and sears sell and it is complete junkI purchsed not one but tww of them and they both are crapI expect sears/kmart to do their due diligenece and help resolve this.
Sincerely,
Latres ***
October 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Carpet Cleaning
Upon receiving Mr*** complaint, our office contacted *** *** with Sears Carpet Cleaning for assistance. Ms*** subsequently forwarded the matter to the local office. The franchise owner responded that he spoke with Mr*** several times and explained that since he used his personal shampooer to resolve his issue, he voided the Sears Satisfaction Guarantee. Additionally, Mr*** was told prior to the cleaning that due to the carpet being older and having pre-existing issues, there would be no guarantee on the results We have included a copy of the invoice with our correspondence noting the technician’s findings upon inspection. In summary, since Mr*** voided the service guarantee, no refund will be providedAs this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist Enclosure
(The consumer indicated he/she ACCEPTED the response from the business.)
The refrigerator was repaired on 10/
April 14,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding her dissatisfaction that her *** exercise bicycle
failed too soon and the problem she encountered with the warranty
It is unfortunate that we failed Ms*** expectations when she recently called to report a problem with her *** bikeWe 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
According to our records, Ms*** purchased the exercise bike on December 26, and the manufacturer’s standard day warranty expired on March 26, The case notes indicate that Ms*** called our customer solutions department on March 25, 2017; one day before the warranty expiredUpon receipt of her complaint from your agency, we contacted Ms*** to discuss her concernsMs*** stated that when she called on March 25, 2017, she reported the problem with the pedal and asked the associate if she should return it or whatSince Ms*** mentioned “return”, the associate informed her that she could not return it because it was over our 30-day return periodWe apologize that the associate did not offer to schedule warranty service to repair the pedal issueWe offered to schedule service on the exercise bike at no charge to Ms***She accepted the offer and service is scheduled for April 17, With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
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
*** *** ***
Contact Name and Title: MELISSA ***
August 10,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: Young-** *** - # 945***
Dear Ms***:
We have completed our investigation Mr*** complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** *or failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr*** concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr*** complaint, so that future problems can be avertedOn August 6, 2015, the technician returned to Mr*** home to install a new dryerOnce the dryer was installed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Mr*** may have experienced due to the delay in repairing his refrigeratorAs a conciliatory gesture, our office processed a six-month extension to Mr*** Master Protection Agreement (MPA); the coverage now expires on May 3, With that said, since we have completed the repair to Mr*** refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to Mr*** 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 meThe business should be aware that the 3rd party installer only received the installation notice on 1/18/17, and scheduled for an install on 1/19/The installer also had to confirm with me if I was in possession of the cooktop since Sears installation dept was unable to confirm the location of the cooktopI still will not be doing any business with Sears in the future due to their overall lack of service and communication
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the fact that they responded and offered me some compensation for all my extra time and aggravation that they put me throughI am disappointed that they did not seem to care about the issues described in the complaintThey just wanted to make sure that the compensation was satisfactoryThis is a rather sad situation
June 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the dryer has not been
repaired in a timely manner
It is unfortunate that we failed Ms*** expectations when she recently scheduled a dryer 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 that any variance from our accepted business practices and policies will be addressedHer feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further
According to our records, on May 15, our technician ordered an electronic control board and returned on May 24, to install the partRegrettably, after installing the part, the washer continued to have a problem and our technician needed to order another partSince the washer was purchased in 2005, replacement parts are limited; however, the part order must be entered to check for availabilityWe received notification from the manufacturer that the part ordered was on back order with the expected ship date of June 16, We would like to clarify that at no point did the manufacturer notify us that the part ordered was “no longer available”We would like to note that Ms*** has a Master Protection Agreement (MPA) that entitles her to a replacement if we determine that a Covered Product is not repairable due to unavailability of functional parts or technical informationWe contacted Ms*** and advised that the part was on back order and that our parts research team was also checking alternate sourcesOn June 19, we confirmed that the part ordered on May 24, had not shippedWe contacted Ms*** and provided her the authorization information and instructions for the replacement of her dryerWith that being said, since we have addressed the issues brought forth in Ms*** complaint, 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
*** *** ***
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
Thank you Sears for agreeing to this, it is appreciated.
Sincerely,
*** ***
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his microwave repair On February 21,
2017, a Sears technician examined Mr*** microwave and ordered a fan motor, magnetron and a control panel. When the technician returned on March 2, 2017, to install the parts, he was unable to find any parking on the street. The technician returned twice to Mr*** home, but he could not find a parking space and Mr*** did not make room for his truck in his driveway, which he did during the initial service call on February 21st. *** *** with *** spoke with Mrand Mrs*** and they stated that they do not intend to make any accommodations for the technician, so parking will continue to be an issue. Furthermore, Mrs*** stated that she did not wish to schedule any further service. It is our understanding that another service provider will be used. With that said, since Mr*** carries a Basic Protection Agreement (BPA) on his microwave, he should call our Protection Agreement office to cancel the coverage; a pro-rated refund would be provided based upon the remaining months of coverage. He is welcome to call the office at (*** *** during business hours. In the interim, since further service has been declined, we ask that this matter be closed We apologize to Mr*** we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: Sears did absolutely nothing to rectify the matter. They put everything on *** and only offered a return of the dangerous product. Ms*** was smug, rude and arrogant. Yes a *** representative offered a resolution but I was seeking an apology and restitution from Sears as well. At least take that product off the market. Sears is so big they feel they don't have to do anything for customer satisfaction. Offering to return my money and leave me without a refrigeration is not customer satisfaction. Ms*** is an awful representative of Sears!
Sincerely,
*** ***
July 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order experience and
request for a $gift card for inconvenience It is unfortunate that we failed Mr*** expectations as we value his patronageWe apologize for any inconvenience they may have experienced 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 the order we show that the order was completely cancelled and an Online agent assisted in placing a new order and honored the same pricesAs a gesture of goodwill, we would like to offer $in Shop Your Way Reward Points instead of a gift cardIf Mr*** would like to accept this offer, he may contact me via email at ***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, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ***
**Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in regards to the refrigerator, I am still not happy with the way this was handledIt is unacceptable as to what my family and I had to go through not having a refrigerator for a little more then a monthThis could have been resolved a little faster after knowing that there was a leak that non of the technicians were able to get to. reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
November 23, 2016Revdex.comAttn: Nita ***North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: ***Service Order # ***Service Unit # 9759Revdex.com Case #: Robert ***Via: Revdex.com WebsiteDear Ms* ***This letter serves to confirm that we have completed our
investigation in regards to the above-referenced fileWe also wish to take this opportunity to notify you that the issue has been resolvedWe appreciate the customer’s cooperation in resolving this matterWe hope that the customer keeps us in mind for future home improvement and service needs.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at 1-800-222-extension *** or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: Robert *** via First Class Mail
June 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and his request for a dryer of the same value We forwarded this matter to the Store and District Manager for Outlet Unit *** to research furtherWe found that the store held Mr*** merchandise for at least four monthsIt should be noted that we can only hold merchandise for approximately two weeks in our warehouseThe store notified Mr*** to pick up the merchandise however they received no response from himOn the fourth attempt the merchandise goes back on the sales floorIt is our understanding that the local store contacted Mr*** on June 1, 2017, and he selected a new dryer for the same price/value that he originally paid online with sales check number *** Should Mr*** have any questions, he may contact our store directly at (*** *** and ask for TitoSince we have confirmed that this matter has been resolved, 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