February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding a recent order As clarification, the picture of the dryer Mr*** ordered on our site depicts the lid opening from the top However, we have processed an exchange for the dryer Mr*** wanted at no additional cost to him as a courtesyThe delivery is scheduled for February 22, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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, *** *** 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 a range purchased from Sears*** *** Sears Home Services Customer
Advocate provided the following response: The technician that was dispatched to Ms*** home on February 21, found that the burner and ignitor were found to be not covered in debrisSpecifically, oil and grease will cause the ignitor to short and ultimately that can cause the unit to not function as designedWhen *** *** spoke with Mr*** after the technician left the home he stated that he was going to clean the stove and purchase a new burnerWe feel it is important to remind the *** that it is imperative to unplug the stove before cleaning the top of the ovenIf after the burners, ignitor and burner caps are cleaned and problems continue, we will be happy to send another technician out to diagnose and repairI can be reached by calling *** *** *** That said we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
September 8, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator First, we
would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After receiving Ms***’s complaint, we contacted the local service unit to see if her repair appointment could be moved up. Unfortunately, due to the high volume of repairs already scheduled, the appointment could not be changed. A Sears technician emergency ordered parts on August 31, 2016, and returned on September 6, 2016, to complete the repair. While we are unable to replace Ms***’s refrigerator at this time, we have purchased a one-year Master Protection Agreement (MPA) for the refrigerator. The coverage will begin upon the expiration of the one-year manufacturer’s warranty, January 8, 2017, and be in effect until January 8, 2018. The MPA will provide for certain benefits such as food loss, rental reimbursement and a replacement if the refrigerator meets certain criteria. If Ms*** has any further questions regarding the MPA coverage she is welcome to call our Protection Agreement department at (800) 827-6655. With that said, since we have completed the repair to Ms***’s complaint, albeit later than expected, and documented her concerns with the repair process, 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
November 7, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** ** *** *** *** ***We have completed our investigation of *** ***
complaint regarding a recliner he ordered recentlyWe have spoken
with Assistant Manager *** ***, and he
assured us that this matter has been resolved*** arranged for the correct
recliner to be delivered as an exchange at no additional cost to *** ***
*** *** is welcome to contact *** during business hours at *** *** if there are any further concernsHowever, *** *** indicated that
this resolution met with his approval; therefore, we respectfully ask that this
matter be considered closedWe apologize to *** *** and appreciate the opportunity to
address this matterPlease feel free to contact me if you have any further
questions or concerns.Sincerely,*** *** *** ***
*** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Holdings CorporationSears has referred Mr
*** claim to our third-party claims administrator, ***. *** *** has been assigned as Mr*** caseworker and his claim number is ***If Mr*** has any questions regarding his claim, we ask that he contact *** *** ** *** *** during business hours or via email at *** Per our protocol, once a consumer has been assigned a claim number through ***, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Mr*** issue, regardless of the decision made; however, as a courtesy, we sent *** an email advising that Mr*** has escalated his issue to the Revdex.comAgain, if Mr*** has any concerns or questions regarding his claim, we ask that he speak with Ms*** With that said, since *** is the party responsible for addressing Mr*** damage claim, not Sears, we ask that this matter 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 ***
Initial Business Response /* (1000, 12, 2015/10/12) */
October 12,
***
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*** Backshop Coordinator, who contacted Ms.***Mr*** discussed Ms.*** concerns and agreed to have her bring her vehicle back to the auto center where the engine cover would be installedThat being said, because we have addressed Ms.*** concerns, we respectfully request this complaint be closed
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 Complaints Specialist
***
Initial Consumer Rebuttal /* (2000, 14, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just want to thank Revdex.com for coming through and being the voice for the peopleWe often feel like we are not being heardSo BRAVO to youThanks to Revdex.com shortly after I filed my complaint Sears Auto contacted me to inform me they had ordered the engine coverOnce the part arrived I was notified and I stopped by the Auto Center and *** replaced it on the stopAgain thank you Revdex.com and thank you Sears
May 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First, we would
like to apologize to Ms*** for failing her expectations when she contacted Sears Home Services to repair her dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing Ms*** purchase information and the notes in our service system, we contacted the National Claims Center to request that the outstanding bill of $($plus interest) be cleared from our systemCOE Operations Supervisor *** *** responded on May 19, 2017, that the invoice was removed from our billing system; Ms*** should not receive any bills dated after May 19th. This letter will serve as Ms*** documentation that she does not owe Sears Home Services $for the service call completed on March 3, 2017, under service order *** Furthermore, we would like to assure Ms*** that since we handle these billing issues in house, we do not notify any credit agencies, therefore, Ms*** rating would not be adversely affected by this oversight. With that said, since we have corrected this billing error and zeroed out *** invoice, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
October 11,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms* ***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs*** mentioned that the shoes were purchased onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the shoes on August 22, and they were delivered on August 24, 2016, and she attempted to return them on September 30, 2016, she was clearly over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
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
*** *** ***
August 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** * * *** Dear MsV*** We have completed our investigation of MsC*** complaint regarding her
refrigerator repair and her request for a replacement Upon receiving MsC*** complaint, we contacted the local service unit for assistance. District Service Manager Jeff M*** responded that MsC*** is refusing further repairs. While we empathize with MsC***, we would like to point out that the warranty that remains on her refrigerator only provides for the repair of the sealed system or the replacement of the compressor; it does not state that a replacement will be provided. However, in the event that we determine that her refrigerator cannot be repaired, a comparable refrigerator may be offered. Unfortunately, MsC*** refusal of service leaves her with an inoperable refrigerator. If MsC*** would like to reconsider the repair of her refrigerator, we ask that she call to schedule service. In the interim, we have closed our file We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Nita ***
Revdex.com
North Wabash Ave, Ste***
Chicago, IL
Re: Henry *** ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigerator
After reviewing
Mr*** complaint, I processed an in warranty exchangeThat said, Mr*** new refrigerator has been ordered and is scheduled to be delivered to his home on Wednesday, October 14, I have left a detailed voice mail on Mr*** phone number ending in 5513, and then Mrs*** and I explained the action taken to herI have provided Ms*** with my office number as well as my email address and invited her to contact me if she needed anything furtherSince it is my understanding that Ms*** was satisfied with the actions taken by Sears to resolve her complaint, we ask that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
April 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction that the
microwave unit failed sooner than expected As clarification, MrEskander made his original purchase November 28, 2014, and Sears offered to exchange the product since it failed within two weeks of installationThe exchange was processed on December 10, 2014, and had a one-year manufacturer’s warranty that covered defects in material and workmanship that expired on December 11, During the time he was covered under that warranty, our records show that the microwave had never had a maintenance check or repairWe apologize that Mr*** microwave failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIt 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 propertyThe 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 In Mr*** case, the manufacturer of his microwave warranted the product in full for one yearThis means thatshe was only entitled to covered parts and labor through December 11, Since he does not have any service contract that would provide him with coverage for this eventuality, we are unable to grant his request for a new microwave at no cost or a repair at no chargeAs this decision is appropriate considering that Mr*** microwave is well over a year old without any warranty or service contract coverage, we have closed our file 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,
Sue ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a microwave purchased from Sears OutletSears Outlet records indicate
that Ms*** received a *** built in microwaveThe selling store in Henderson Nevada provided the unit and salescheck number *** references the saleThat said we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 29,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted
to return tractor belt after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms*** purchased the tractor belt May 27, 2016, and then attempted to return it on July 8, she was clearly over the 30-day “hassle-free” return period
Ms*** mentioned that our store associate assisted her with selecting the correct belt when she made the purchase and then again when she returned to confirm it was the correct part numberThere is no way to actually verify something that may or may not have been said over months agoWe contacted Ms*** and informed her that her request to return the belt has been deniedHowever, for customer satisfaction, we offered her $worth of Shop Your Way Reward points and she accepted the offerOn July 28, the SYWR points were added to her account and will expire in one yearWith that being said, since we have addressed the issue brought forth in Ms*** complaint, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
August 22,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** *** *** Via email: ***
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
In regards to MrG*** complaint, we have successfully completed the Roof and Siding service repairsThe finance concerns have also been taken care ofMrG*** can contact *** at *** to get any account updates regarding his account at his convenience
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MrG*** 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 ***@searshomepro.com
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Jose G***
February 28, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a bill she received for services on a
washer. In reviewing Ms*** service records we believe we found the reason for the billing errorWhen we first serviced her washer in January of 2016, we replaced a timer with a rebuilt timerThe timer and the labor to install it were covered under our day warrantyWhen we returned in April we installed the same time, but this time not one that was rebuiltWhile the part was higher in price, this was covered under the warrantyUnfortunately, it appears that the service order was not closed out properly, possibly because Ms*** may have installed the part herself so that our technician did not return to close out the call and transfer the charges to a warranty statusThis meant that someone at the local service unit closed the order out and this caused it to appear that no monies were paid on the service orderDuring a routine audit this was discovered and this is why Ms*** was billedWe have now had that bill cleared, so she should not receive any further correspondence related to this debt dated after todayIf she does, then she is welcome to contact me via email or phone so that I can assist further on her behalfWe would also note that we do not report to any of the three major credit bureaus so our collection efforts would not have any impact on her credit historyWith that said, since we have removed the bill from Ms*** record, 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,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding a recent promotion and a watch he was given as
a VIP Shop Your Way Rewards member We contacted Mr*** regarding the promotional offer he mentionedIt seems there was a system error and the points were not added as they should have beenThis has since been rectifiedAs far as the watch is concerned, we are currently working out a solution that we feel Mr*** will be pleased withHe should be contacted within the next two weeksWe sincerely apologize for any inconvenience Mr *** may have experienced as a result of this issueWe appreciate his patronage and his patienceIn light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by Sears in reference to complaint ID ***, and find that this resolution, although not satisfactory to me, is the only resolution I will receive from Sears (thus, the reason for my complaint in the first place)I also wish to add that the "over-sudsing" comment is news to me and has not been stated in the pastI realize that a large company such as Sears can get too large and out of touch with their loyal customersI am quite sure the company is not aware of the number of large appliances I have purchased from them in the past years However, I will no longer be doing business with Sears in the future But I am sure that this will not impact an organization that has spent more time on the phone telling customers that they are wrong Thank you for your time
Sincerely,
Alison ***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** ***
*** *** *** We have completed the investigation of *** *** complaint regarding
her gift and her request to receive a refund that was denied Our return policy is clear; it is days from the date of purchase and *** *** purchase appears to fall outside of that time frameHowever, in the interest off consumer satisfaction, we have sent a check for $to her home addressThis check should arrive within 10-business days In light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 4,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the problems he
encountered with the delivery of his refrigerator
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his 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 Mr*** complaint we reached out to *** ***, Service Recovery Special with our Logistics Team, to assist with Mr*** concern. Ms*** investigated and discovered that on December 8, the manufacturer notified us of a delivery delay. Due to human error, the rescheduled date was changed to December 12, instead of 2015. Regrettably, when Mr*** called to check the status of his delivery, we failed to notice that the year was incorrect. We also apologize that Mr*** was misinformed that he would have to re-order and we would not be able to provided him the same price on the refrigerator. Ms*** confirmed that she has corrected the order and the refrigerator has been rescheduled for delivery on Wednesday, January 6, 2015. We have contacted Mr*** and provided an update on the delivery date. Mr*** confirmed that he would be available. With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
Again, 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding a recent order As clarification, the picture of the dryer Mr*** ordered on our site depicts the lid opening from the top However, we have processed an exchange for the dryer Mr*** wanted at no additional cost to him as a courtesyThe delivery is scheduled for February 22, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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, *** *** 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 a range purchased from Sears*** *** Sears Home Services Customer
Advocate provided the following response: The technician that was dispatched to Ms*** home on February 21, found that the burner and ignitor were found to be not covered in debrisSpecifically, oil and grease will cause the ignitor to short and ultimately that can cause the unit to not function as designedWhen *** *** spoke with Mr*** after the technician left the home he stated that he was going to clean the stove and purchase a new burnerWe feel it is important to remind the *** that it is imperative to unplug the stove before cleaning the top of the ovenIf after the burners, ignitor and burner caps are cleaned and problems continue, we will be happy to send another technician out to diagnose and repairI can be reached by calling *** *** *** That said we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
September 8, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator First, we
would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After receiving Ms***’s complaint, we contacted the local service unit to see if her repair appointment could be moved up. Unfortunately, due to the high volume of repairs already scheduled, the appointment could not be changed. A Sears technician emergency ordered parts on August 31, 2016, and returned on September 6, 2016, to complete the repair. While we are unable to replace Ms***’s refrigerator at this time, we have purchased a one-year Master Protection Agreement (MPA) for the refrigerator. The coverage will begin upon the expiration of the one-year manufacturer’s warranty, January 8, 2017, and be in effect until January 8, 2018. The MPA will provide for certain benefits such as food loss, rental reimbursement and a replacement if the refrigerator meets certain criteria. If Ms*** has any further questions regarding the MPA coverage she is welcome to call our Protection Agreement department at (800) 827-6655. With that said, since we have completed the repair to Ms***’s complaint, albeit later than expected, and documented her concerns with the repair process, 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
November 7, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** ** *** *** *** ***We have completed our investigation of *** ***
complaint regarding a recliner he ordered recentlyWe have spoken
with Assistant Manager *** ***, and he
assured us that this matter has been resolved*** arranged for the correct
recliner to be delivered as an exchange at no additional cost to *** ***
*** *** is welcome to contact *** during business hours at *** *** if there are any further concernsHowever, *** *** indicated that
this resolution met with his approval; therefore, we respectfully ask that this
matter be considered closedWe apologize to *** *** and appreciate the opportunity to
address this matterPlease feel free to contact me if you have any further
questions or concerns.Sincerely,*** *** *** ***
*** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Holdings CorporationSears has referred Mr
*** claim to our third-party claims administrator, ***. *** *** has been assigned as Mr*** caseworker and his claim number is ***If Mr*** has any questions regarding his claim, we ask that he contact *** *** ** *** *** during business hours or via email at *** Per our protocol, once a consumer has been assigned a claim number through ***, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Mr*** issue, regardless of the decision made; however, as a courtesy, we sent *** an email advising that Mr*** has escalated his issue to the Revdex.comAgain, if Mr*** has any concerns or questions regarding his claim, we ask that he speak with Ms*** With that said, since *** is the party responsible for addressing Mr*** damage claim, not Sears, we ask that this matter 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 ***
Initial Business Response /* (1000, 12, 2015/10/12) */
October 12,
***
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*** Backshop Coordinator, who contacted Ms.***Mr*** discussed Ms.*** concerns and agreed to have her bring her vehicle back to the auto center where the engine cover would be installedThat being said, because we have addressed Ms.*** concerns, we respectfully request this complaint be closed
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 Complaints Specialist
***
Initial Consumer Rebuttal /* (2000, 14, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just want to thank Revdex.com for coming through and being the voice for the peopleWe often feel like we are not being heardSo BRAVO to youThanks to Revdex.com shortly after I filed my complaint Sears Auto contacted me to inform me they had ordered the engine coverOnce the part arrived I was notified and I stopped by the Auto Center and *** replaced it on the stopAgain thank you Revdex.com and thank you Sears
May 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First, we would
like to apologize to Ms*** for failing her expectations when she contacted Sears Home Services to repair her dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing Ms*** purchase information and the notes in our service system, we contacted the National Claims Center to request that the outstanding bill of $($plus interest) be cleared from our systemCOE Operations Supervisor *** *** responded on May 19, 2017, that the invoice was removed from our billing system; Ms*** should not receive any bills dated after May 19th. This letter will serve as Ms*** documentation that she does not owe Sears Home Services $for the service call completed on March 3, 2017, under service order *** Furthermore, we would like to assure Ms*** that since we handle these billing issues in house, we do not notify any credit agencies, therefore, Ms*** rating would not be adversely affected by this oversight. With that said, since we have corrected this billing error and zeroed out *** invoice, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
October 11,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms* ***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs*** mentioned that the shoes were purchased onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the shoes on August 22, and they were delivered on August 24, 2016, and she attempted to return them on September 30, 2016, she was clearly over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
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
*** *** ***
August 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** * * *** Dear MsV*** We have completed our investigation of MsC*** complaint regarding her
refrigerator repair and her request for a replacement Upon receiving MsC*** complaint, we contacted the local service unit for assistance. District Service Manager Jeff M*** responded that MsC*** is refusing further repairs. While we empathize with MsC***, we would like to point out that the warranty that remains on her refrigerator only provides for the repair of the sealed system or the replacement of the compressor; it does not state that a replacement will be provided. However, in the event that we determine that her refrigerator cannot be repaired, a comparable refrigerator may be offered. Unfortunately, MsC*** refusal of service leaves her with an inoperable refrigerator. If MsC*** would like to reconsider the repair of her refrigerator, we ask that she call to schedule service. In the interim, we have closed our file We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Nita ***
Revdex.com
North Wabash Ave, Ste***
Chicago, IL
Re: Henry *** ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigerator
After reviewing
Mr*** complaint, I processed an in warranty exchangeThat said, Mr*** new refrigerator has been ordered and is scheduled to be delivered to his home on Wednesday, October 14, I have left a detailed voice mail on Mr*** phone number ending in 5513, and then Mrs*** and I explained the action taken to herI have provided Ms*** with my office number as well as my email address and invited her to contact me if she needed anything furtherSince it is my understanding that Ms*** was satisfied with the actions taken by Sears to resolve her complaint, we ask that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
April 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction that the
microwave unit failed sooner than expected As clarification, MrEskander made his original purchase November 28, 2014, and Sears offered to exchange the product since it failed within two weeks of installationThe exchange was processed on December 10, 2014, and had a one-year manufacturer’s warranty that covered defects in material and workmanship that expired on December 11, During the time he was covered under that warranty, our records show that the microwave had never had a maintenance check or repairWe apologize that Mr*** microwave failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIt 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 propertyThe 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 In Mr*** case, the manufacturer of his microwave warranted the product in full for one yearThis means thatshe was only entitled to covered parts and labor through December 11, Since he does not have any service contract that would provide him with coverage for this eventuality, we are unable to grant his request for a new microwave at no cost or a repair at no chargeAs this decision is appropriate considering that Mr*** microwave is well over a year old without any warranty or service contract coverage, we have closed our file 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,
Sue ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a microwave purchased from Sears OutletSears Outlet records indicate
that Ms*** received a *** built in microwaveThe selling store in Henderson Nevada provided the unit and salescheck number *** references the saleThat said we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 29,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted
to return tractor belt after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms*** purchased the tractor belt May 27, 2016, and then attempted to return it on July 8, she was clearly over the 30-day “hassle-free” return period
Ms*** mentioned that our store associate assisted her with selecting the correct belt when she made the purchase and then again when she returned to confirm it was the correct part numberThere is no way to actually verify something that may or may not have been said over months agoWe contacted Ms*** and informed her that her request to return the belt has been deniedHowever, for customer satisfaction, we offered her $worth of Shop Your Way Reward points and she accepted the offerOn July 28, the SYWR points were added to her account and will expire in one yearWith that being said, since we have addressed the issue brought forth in Ms*** complaint, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
August 22,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** *** *** Via email: ***
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
In regards to MrG*** complaint, we have successfully completed the Roof and Siding service repairsThe finance concerns have also been taken care ofMrG*** can contact *** at *** to get any account updates regarding his account at his convenience
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MrG*** 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 ***@searshomepro.com
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Jose G***
February 28, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a bill she received for services on a
washer. In reviewing Ms*** service records we believe we found the reason for the billing errorWhen we first serviced her washer in January of 2016, we replaced a timer with a rebuilt timerThe timer and the labor to install it were covered under our day warrantyWhen we returned in April we installed the same time, but this time not one that was rebuiltWhile the part was higher in price, this was covered under the warrantyUnfortunately, it appears that the service order was not closed out properly, possibly because Ms*** may have installed the part herself so that our technician did not return to close out the call and transfer the charges to a warranty statusThis meant that someone at the local service unit closed the order out and this caused it to appear that no monies were paid on the service orderDuring a routine audit this was discovered and this is why Ms*** was billedWe have now had that bill cleared, so she should not receive any further correspondence related to this debt dated after todayIf she does, then she is welcome to contact me via email or phone so that I can assist further on her behalfWe would also note that we do not report to any of the three major credit bureaus so our collection efforts would not have any impact on her credit historyWith that said, since we have removed the bill from Ms*** record, 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,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding a recent promotion and a watch he was given as
a VIP Shop Your Way Rewards member We contacted Mr*** regarding the promotional offer he mentionedIt seems there was a system error and the points were not added as they should have beenThis has since been rectifiedAs far as the watch is concerned, we are currently working out a solution that we feel Mr*** will be pleased withHe should be contacted within the next two weeksWe sincerely apologize for any inconvenience Mr *** may have experienced as a result of this issueWe appreciate his patronage and his patienceIn light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by Sears in reference to complaint ID ***, and find that this resolution, although not satisfactory to me, is the only resolution I will receive from Sears (thus, the reason for my complaint in the first place)I also wish to add that the "over-sudsing" comment is news to me and has not been stated in the pastI realize that a large company such as Sears can get too large and out of touch with their loyal customersI am quite sure the company is not aware of the number of large appliances I have purchased from them in the past years However, I will no longer be doing business with Sears in the future But I am sure that this will not impact an organization that has spent more time on the phone telling customers that they are wrong Thank you for your time
Sincerely,
Alison ***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** ***
*** *** *** We have completed the investigation of *** *** complaint regarding
her gift and her request to receive a refund that was denied Our return policy is clear; it is days from the date of purchase and *** *** purchase appears to fall outside of that time frameHowever, in the interest off consumer satisfaction, we have sent a check for $to her home addressThis check should arrive within 10-business days In light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 4,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the problems he
encountered with the delivery of his refrigerator
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his 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 Mr*** complaint we reached out to *** ***, Service Recovery Special with our Logistics Team, to assist with Mr*** concern. Ms*** investigated and discovered that on December 8, the manufacturer notified us of a delivery delay. Due to human error, the rescheduled date was changed to December 12, instead of 2015. Regrettably, when Mr*** called to check the status of his delivery, we failed to notice that the year was incorrect. We also apologize that Mr*** was misinformed that he would have to re-order and we would not be able to provided him the same price on the refrigerator. Ms*** confirmed that she has corrected the order and the refrigerator has been rescheduled for delivery on Wednesday, January 6, 2015. We have contacted Mr*** and provided an update on the delivery date. Mr*** confirmed that he would be available. With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
Again, 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***