September 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kimberly *S*** - * *** Dear *** *** We have completed our investigation of MsS*** complaint regarding her washer repair It
is regrettable that we failed MsS*** expectations in regard to our recent attempt to repair her washerWe value MsS*** patronage, and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure MsSmith that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsS*** for any inconvenience we may have caused Upon receiving MsS*** complaint, we contacted the local service unit for assistance. Laura with *** subsequently contacted our billing department to request that any outstanding bill for the part be clearedWith that said, since we are honoring MsS*** request to not pursue her further for payment for the part she was sent, we ask that this matter be closed Again, we apologize to MsS*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
September 9,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** ***
Dear Ms***
We have completed the investigation of Mrand Mrs*** complaint regarding their dissatisfaction with the
service on their washer has not been completed in a timely manner
Upon receipt of the *** complaint we reviewed the service order history and case notes related to their washerOur records indicate that on July 26, our technician assessed the washer and ordered a control board along with other parts to complete the repairRegrettably, on August 9, we were notified that the control board is on back order until October As clarification, when a part is on back order, we reach out to our alternate part distributors for assistanceOur records indicate that we have exhausted our resources and are unable to provide the part before the back order date
We can also understand how frustrating Mrand Mrs*** have found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception due to the part delay and we have authorized a replacement for the washerWe sent an email and left a voicemail for the *** with the authorization information for the replacementIn the interim, since we have addressed the issue brought forth in Mrand Mrs*** complaint, we have closed our file
We apologize to Mrand Mrs*** *nd 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 meI really appreciate all the accommodations by Sears to address my complaints and am very happy with how they have handled itAnd thank you to the Revdex.com for helping to send my concerns to the appropriate channels for resolution
Sincerely,
Barbara ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have been unable to complete the investigation of Ms*** complaint regarding the service coverage under her Sears Home
WarrantyOur research shows that a partial refund was processed for Ms*** Home Warranty; we have left messages requesting Ms*** contact our office directly to discuss this complaint further but as of July 6, we have received no call backs from Ms*** If Ms*** still requires assistance, she can contact me via email at *** or via phone at *** In the interim, we will consider Ms*** matter closed, pending her responseWe apologize to Ms*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding service on her refrigerator Our records show that
on January 13, Ms*** was scheduled for service between am that pmAt 11:30am Ms*** called to request an ETA on the service technician and at that time stated she was offered a $GCOur Customer Service representative informed her we had no record of this but would research the issueMs*** was offered a new service date of January 16, since our service tech was not going to be able to arrive for service on January 13, Ms*** refused to reschedule the service to fix the bottom drawer of the refrigerator and that service order was closedWe also show that Ms*** contacted Sears again on February to fix the bottom drawer of her refrigerator, when our service technician arrived on February 13, he found that the bottom drawer had been put in incorrectly by Ms*** and he corrected thisThe refrigerator was working properly and needed no serviceOur research has shown no records of a gift card being offered due to our service tech unable to keep the scheduled service for January Since our research has no offer of a gift card for any amount made to Ms*** within the last six months and the bottom drawer of the refrigerator was adjusted correctly we have closed this case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 7, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Troy *** - # *** Dear Ms***: We have completed the investigation of Mr*** rebuttal to our previous response As we stated in our previous response, the refrigerator is cooling; the noises are not interfering with the operation of the unit. Furthermore, the owner’s manual states that the refrigerator is noisy and we detailed the types of noises the unit emits. While Mr*** is dissatisfied with his refrigerator, he is outside Sears’s 30-day return policy and since there are no documented failures with the unit, an exception to this policy cannot be made. However, since Mr*** refrigerator carries a one-year manufacturer’s warranty that is in effect until November 22, 2017; should any repairs be needed, the cost of parts and labor should be covered under the warranty. With that said, the warranty does not provide for a replacement unless the refrigerator is found to be un-repairable. In summary, since we have addressed Mr*** follconcerns and we have reiterated why a replacement is currently not an option, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
November 28, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Maria *** - # *** Dear Ms***: We have completed the investigation of Ms*** rebuttal to our previous response As we stated previously, Ms*** mother authorized the technician to complete the cleaning after she was provided an estimate; she was not pressured into authorizing the additional services. Furthermore, it is Ms*** prerogative to decline the goodwill refund offer of $200.00, but no further considerations will be forthcoming. Again, we have documented Ms*** information, but our decision remains unchanged. If Ms*** would like to accept the aforementioned offer of $200.00, she can contact Ms*** at (740) 201-3008, and ask that a Customer Release Form (CRF) can be sent to her. In the interim, we have closed our file Again, 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 plan for resolution is satisfactory to me
I reserve the right to reopen my complaint if it is not resolved to my satisfaction.
Sincerely,
*** ***
October 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Terry JB*** - # *** Dear *** *** We have completed our investigation of MsB***’s complaint regarding her range It is
regrettable that we failed MsB***’s expectations in regard to her range. We value MsB***’s patronage and we would like to assure MsB*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsB*** for any inconvenience or frustration we may have caused Upon receiving MsB***’s complaint, we contacted the local service unit for assistance. Field Operations Manager James B*** responded that his technician, Gerald P*** examined MsB***’s range on October 3, 2017. MrP*** found that a piece of the trim on the bottom drawer was askew. He was able to reapply the trim so it was flush with the oven door. MrB*** spoke with MsB*** after the repair was completed and she indicated that she was pleased with the service. With that said, since it is our understanding that MsB***’s concerns have been satisfactorily addressed, we ask that this matter be closed Again, we apologize to MsB*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed the investigation of Mr*** complaint regarding
a lack of assistance with the return and refund of a damaged sears.com order
It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that Mr*** was assisted by our Executive Member Services teamMr*** order was refunded to his Visa account ending in *** on July 10, 2015, and pick up of the damaged changing table was arranged for July 26, We are committed to providing a fair and equitable resolution and at any time during this process, Mr*** is welcome to contact his Case Manager *** at (*** We truly regret any inconvenience Mr*** may have experienced and can assure him that his concerns have been documentedWe respectfully ask to have this matter closed pending the completion of the proposed resolution
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although the process took much longer than expected, Sears returned my money and finally picked up the damaged product
December 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the repair
to his refrigerator It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, 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 network. We do not take these matters lightly and we sincerely regret any inconvenience Mr*** may have experienced Upon receiving Mr*** complaint, we forwarded the matter to the local service unit. Unfortunately, the repair to Mr*** refrigerator was delayed because the part did not arrive. The repair to the refrigerator was finally completed on December 20, 2016, with the installation of a compressor and drier assembly. Mr*** does not carry extended coverage on the refrigerator, and his exceptional parts warranty does not provide any benefits other than a covered repairWith that said, as a courtesy, we have processed a check for $to off-set any food loss Mr*** may have incurredThe check was requested on December 23, 2016, so Mr*** should receive it in the next two weeksIn the interim, since the repair to Mr*** refrigerator has been completed in accordance with the terms of his exceptional parts warranty, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
March 17,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with quality of the service performed on her
vehicle
It is unfortunate that we failed Ms*** expectations when she recently had her vehicle servicedWe 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
We reached out to Auto Center Manager Jenny *** to assist with her concernsAfter discussing the battery replacement and the starting issues, Ms*** offered her an $reimbursement and she accepted the offerWith that being said, since it is our understanding in speaking with Ms*** that the reimbursement is a resolution that met with her approval, 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
*** *** ***
January 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to our previous response It appears that the technician closed the service order out incorrectly. He states that when he arrived at Mr*** home around 2:00pm, no one was home. He called the telephone number on record and no one answeredHe subsequently called the alternate number and a woman answered; the technician thought it was Mr*** mother. He explained that she began yelling at him and she refused to let him in the home to complete the repair. After waiting minutes, he left. The technician should not have closed he service order as completed; he will be coached by his Technical Manager. With that said, the service unit is trying to reach Mr*** to schedule an appointment to complete the repair under the service bulletin. This is the only accommodation we will be providing Mr***. In the interim, since we are willing to provide the aforementioned repair, which is a fair resolution, we have closed our file Sincerely, *** *** Regulatory Complaints Specialist
November 23, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ***Dear *** ***We have completed the investigation of *** ***
complaint regarding his recent online order he placed for in store pick-up.It is unfortunate
that we failed *** *** expectations
as we value his patronage We can
understand his frustration with the series of events detailed in his complaint
We can assure that his concerns have been forwarded to management for review so
that future problems of this nature can be avertedWe confirmed that *** ***
has received a refund on the hose for $Therefore, the remaining total of
$will be processed shortly according to District Sales Manager, *** ***Additionally, we hope that in the future *** *** will allow us
another opportunity to provide him with a better example of customer service
that we have built our reputation uponShould *** *** have any questions, he
may contact the local store directly at *** In the interim, we have
noted *** *** concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***1, and find that this resolution is satisfactory to me
Sincerely,
Lily ***
November 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Walter *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his washer Upon receipt of Mr
*** complaint, we reviewed the notes within our service system regarding the washer in question. Our records show that Mr*** renewed his Repair Protection Agreement (RPA) on September 7, 2013, and the coverage expired on September 14, While Mr*** believes that he qualified for a replacement while the agreement was in effect, we would like to clarify that the RPA does not have a “No Lemon Guarantee”; there is no stipulation that a replacement will be provided after a certain number of repairsUnder the RPA, a replacement would only be authorized if the covered product is deemed un-repairable due to unavailability of functional parts or technical information; Mr*** washer was never deemed as such and the last service call was completed on August 16, 2016, approximately three months ago. Furthermore, the notes from that service order indicate that the washer was working properly when the technician examined it; no repair was neededDue to the fact that the extended coverage has expired, neither a covered repair nor a replacement will be provided. As this decision is commensurate to the expired status of Mr*** RPA, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding some recent
transactions We would first like to apologize for any misunderstandingAs clarification, we want to note that we can charge consumer’s credit card if they have received a credit they were not entitled toIn this case, Ms*** received a duplicate refund and then she used the points she had earned from her purchase even though the item had been returned and the system had not updated yetThe terms for Shop Your Way membership clearly note that the amount of a refund may be reduced by the negative balance eon a consumer’s SYWR account if goes into negative statusThat said, we have credited Ms*** account in the amount she asked for as a gesture of appreciation for her patronage and it should reflect within 3-business daysAccordingly, 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 ***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Auto CenterFirst, we would like to apologize to *** *** for
failing his expectations in regard to a recent battery purchase. We do not take these matters lightly and we sincerely regret any inconvenience the misunderstanding regarding the return policy for batteries may have caused *** ***With that said, while batteries are not refundable, Auto Center Manager *** *** has agreed to provide *** *** with his requested refund, as a one-time courtesy. *** *** spoke with *** *** on March 24, 2016, and it is our understanding that he is satisfied with the offer of a refund*** *** will be returning to the auto center this Saturday to have the credit processed to his account. In the interim, since *** *** is receiving his requested resolution, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
March 10, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: #***- Oleksiy Y*** Dear Ms*** We have been unable to complete the investigation of Mr
Y***’s complaint regarding his refrigerator. It was our understanding that MrY*** was contacted by personnel from his local store on March 7, 2018, and the $adjustment he was seeking was providedAs such, we have closed our fileWe apologize to MrY*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
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,
Igor R***
September 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kimberly *S*** - * *** Dear *** *** We have completed our investigation of MsS*** complaint regarding her washer repair It
is regrettable that we failed MsS*** expectations in regard to our recent attempt to repair her washerWe value MsS*** patronage, and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure MsSmith that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsS*** for any inconvenience we may have caused Upon receiving MsS*** complaint, we contacted the local service unit for assistance. Laura with *** subsequently contacted our billing department to request that any outstanding bill for the part be clearedWith that said, since we are honoring MsS*** request to not pursue her further for payment for the part she was sent, we ask that this matter be closed Again, we apologize to MsS*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
September 9,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** ***
Dear Ms***
We have completed the investigation of Mrand Mrs*** complaint regarding their dissatisfaction with the
service on their washer has not been completed in a timely manner
Upon receipt of the *** complaint we reviewed the service order history and case notes related to their washerOur records indicate that on July 26, our technician assessed the washer and ordered a control board along with other parts to complete the repairRegrettably, on August 9, we were notified that the control board is on back order until October As clarification, when a part is on back order, we reach out to our alternate part distributors for assistanceOur records indicate that we have exhausted our resources and are unable to provide the part before the back order date
We can also understand how frustrating Mrand Mrs*** have found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception due to the part delay and we have authorized a replacement for the washerWe sent an email and left a voicemail for the *** with the authorization information for the replacementIn the interim, since we have addressed the issue brought forth in Mrand Mrs*** complaint, we have closed our file
We apologize to Mrand Mrs*** *nd 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 meI really appreciate all the accommodations by Sears to address my complaints and am very happy with how they have handled itAnd thank you to the Revdex.com for helping to send my concerns to the appropriate channels for resolution
Sincerely,
Barbara ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have been unable to complete the investigation of Ms*** complaint regarding the service coverage under her Sears Home
WarrantyOur research shows that a partial refund was processed for Ms*** Home Warranty; we have left messages requesting Ms*** contact our office directly to discuss this complaint further but as of July 6, we have received no call backs from Ms*** If Ms*** still requires assistance, she can contact me via email at *** or via phone at *** In the interim, we will consider Ms*** matter closed, pending her responseWe apologize to Ms*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding service on her refrigerator Our records show that
on January 13, Ms*** was scheduled for service between am that pmAt 11:30am Ms*** called to request an ETA on the service technician and at that time stated she was offered a $GCOur Customer Service representative informed her we had no record of this but would research the issueMs*** was offered a new service date of January 16, since our service tech was not going to be able to arrive for service on January 13, Ms*** refused to reschedule the service to fix the bottom drawer of the refrigerator and that service order was closedWe also show that Ms*** contacted Sears again on February to fix the bottom drawer of her refrigerator, when our service technician arrived on February 13, he found that the bottom drawer had been put in incorrectly by Ms*** and he corrected thisThe refrigerator was working properly and needed no serviceOur research has shown no records of a gift card being offered due to our service tech unable to keep the scheduled service for January Since our research has no offer of a gift card for any amount made to Ms*** within the last six months and the bottom drawer of the refrigerator was adjusted correctly we have closed this case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 7, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Troy *** - # *** Dear Ms***: We have completed the investigation of Mr*** rebuttal to our previous response As we stated in our previous response, the refrigerator is cooling; the noises are not interfering with the operation of the unit. Furthermore, the owner’s manual states that the refrigerator is noisy and we detailed the types of noises the unit emits. While Mr*** is dissatisfied with his refrigerator, he is outside Sears’s 30-day return policy and since there are no documented failures with the unit, an exception to this policy cannot be made. However, since Mr*** refrigerator carries a one-year manufacturer’s warranty that is in effect until November 22, 2017; should any repairs be needed, the cost of parts and labor should be covered under the warranty. With that said, the warranty does not provide for a replacement unless the refrigerator is found to be un-repairable. In summary, since we have addressed Mr*** follconcerns and we have reiterated why a replacement is currently not an option, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
November 28, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Maria *** - # *** Dear Ms***: We have completed the investigation of Ms*** rebuttal to our previous response As we stated previously, Ms*** mother authorized the technician to complete the cleaning after she was provided an estimate; she was not pressured into authorizing the additional services. Furthermore, it is Ms*** prerogative to decline the goodwill refund offer of $200.00, but no further considerations will be forthcoming. Again, we have documented Ms*** information, but our decision remains unchanged. If Ms*** would like to accept the aforementioned offer of $200.00, she can contact Ms*** at (740) 201-3008, and ask that a Customer Release Form (CRF) can be sent to her. In the interim, we have closed our file Again, 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 plan for resolution is satisfactory to me
I reserve the right to reopen my complaint if it is not resolved to my satisfaction.
Sincerely,
*** ***
October 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Terry JB*** - # *** Dear *** *** We have completed our investigation of MsB***’s complaint regarding her range It is
regrettable that we failed MsB***’s expectations in regard to her range. We value MsB***’s patronage and we would like to assure MsB*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsB*** for any inconvenience or frustration we may have caused Upon receiving MsB***’s complaint, we contacted the local service unit for assistance. Field Operations Manager James B*** responded that his technician, Gerald P*** examined MsB***’s range on October 3, 2017. MrP*** found that a piece of the trim on the bottom drawer was askew. He was able to reapply the trim so it was flush with the oven door. MrB*** spoke with MsB*** after the repair was completed and she indicated that she was pleased with the service. With that said, since it is our understanding that MsB***’s concerns have been satisfactorily addressed, we ask that this matter be closed Again, we apologize to MsB*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed the investigation of Mr*** complaint regarding
a lack of assistance with the return and refund of a damaged sears.com order
It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that Mr*** was assisted by our Executive Member Services teamMr*** order was refunded to his Visa account ending in *** on July 10, 2015, and pick up of the damaged changing table was arranged for July 26, We are committed to providing a fair and equitable resolution and at any time during this process, Mr*** is welcome to contact his Case Manager *** at (*** We truly regret any inconvenience Mr*** may have experienced and can assure him that his concerns have been documentedWe respectfully ask to have this matter closed pending the completion of the proposed resolution
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although the process took much longer than expected, Sears returned my money and finally picked up the damaged product
December 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the repair
to his refrigerator It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, 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 network. We do not take these matters lightly and we sincerely regret any inconvenience Mr*** may have experienced Upon receiving Mr*** complaint, we forwarded the matter to the local service unit. Unfortunately, the repair to Mr*** refrigerator was delayed because the part did not arrive. The repair to the refrigerator was finally completed on December 20, 2016, with the installation of a compressor and drier assembly. Mr*** does not carry extended coverage on the refrigerator, and his exceptional parts warranty does not provide any benefits other than a covered repairWith that said, as a courtesy, we have processed a check for $to off-set any food loss Mr*** may have incurredThe check was requested on December 23, 2016, so Mr*** should receive it in the next two weeksIn the interim, since the repair to Mr*** refrigerator has been completed in accordance with the terms of his exceptional parts warranty, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
March 17,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with quality of the service performed on her
vehicle
It is unfortunate that we failed Ms*** expectations when she recently had her vehicle servicedWe 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
We reached out to Auto Center Manager Jenny *** to assist with her concernsAfter discussing the battery replacement and the starting issues, Ms*** offered her an $reimbursement and she accepted the offerWith that being said, since it is our understanding in speaking with Ms*** that the reimbursement is a resolution that met with her approval, 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
*** *** ***
January 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to our previous response It appears that the technician closed the service order out incorrectly. He states that when he arrived at Mr*** home around 2:00pm, no one was home. He called the telephone number on record and no one answeredHe subsequently called the alternate number and a woman answered; the technician thought it was Mr*** mother. He explained that she began yelling at him and she refused to let him in the home to complete the repair. After waiting minutes, he left. The technician should not have closed he service order as completed; he will be coached by his Technical Manager. With that said, the service unit is trying to reach Mr*** to schedule an appointment to complete the repair under the service bulletin. This is the only accommodation we will be providing Mr***. In the interim, since we are willing to provide the aforementioned repair, which is a fair resolution, we have closed our file Sincerely, *** *** Regulatory Complaints Specialist
November 23, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ***Dear *** ***We have completed the investigation of *** ***
complaint regarding his recent online order he placed for in store pick-up.It is unfortunate
that we failed *** *** expectations
as we value his patronage We can
understand his frustration with the series of events detailed in his complaint
We can assure that his concerns have been forwarded to management for review so
that future problems of this nature can be avertedWe confirmed that *** ***
has received a refund on the hose for $Therefore, the remaining total of
$will be processed shortly according to District Sales Manager, *** ***Additionally, we hope that in the future *** *** will allow us
another opportunity to provide him with a better example of customer service
that we have built our reputation uponShould *** *** have any questions, he
may contact the local store directly at *** In the interim, we have
noted *** *** concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***1, and find that this resolution is satisfactory to me
Sincerely,
Lily ***
November 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Walter *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his washer Upon receipt of Mr
*** complaint, we reviewed the notes within our service system regarding the washer in question. Our records show that Mr*** renewed his Repair Protection Agreement (RPA) on September 7, 2013, and the coverage expired on September 14, While Mr*** believes that he qualified for a replacement while the agreement was in effect, we would like to clarify that the RPA does not have a “No Lemon Guarantee”; there is no stipulation that a replacement will be provided after a certain number of repairsUnder the RPA, a replacement would only be authorized if the covered product is deemed un-repairable due to unavailability of functional parts or technical information; Mr*** washer was never deemed as such and the last service call was completed on August 16, 2016, approximately three months ago. Furthermore, the notes from that service order indicate that the washer was working properly when the technician examined it; no repair was neededDue to the fact that the extended coverage has expired, neither a covered repair nor a replacement will be provided. As this decision is commensurate to the expired status of Mr*** RPA, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding some recent
transactions We would first like to apologize for any misunderstandingAs clarification, we want to note that we can charge consumer’s credit card if they have received a credit they were not entitled toIn this case, Ms*** received a duplicate refund and then she used the points she had earned from her purchase even though the item had been returned and the system had not updated yetThe terms for Shop Your Way membership clearly note that the amount of a refund may be reduced by the negative balance eon a consumer’s SYWR account if goes into negative statusThat said, we have credited Ms*** account in the amount she asked for as a gesture of appreciation for her patronage and it should reflect within 3-business daysAccordingly, 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 ***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Auto CenterFirst, we would like to apologize to *** *** for
failing his expectations in regard to a recent battery purchase. We do not take these matters lightly and we sincerely regret any inconvenience the misunderstanding regarding the return policy for batteries may have caused *** ***With that said, while batteries are not refundable, Auto Center Manager *** *** has agreed to provide *** *** with his requested refund, as a one-time courtesy. *** *** spoke with *** *** on March 24, 2016, and it is our understanding that he is satisfied with the offer of a refund*** *** will be returning to the auto center this Saturday to have the credit processed to his account. In the interim, since *** *** is receiving his requested resolution, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
March 10, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: #***- Oleksiy Y*** Dear Ms*** We have been unable to complete the investigation of Mr
Y***’s complaint regarding his refrigerator. It was our understanding that MrY*** was contacted by personnel from his local store on March 7, 2018, and the $adjustment he was seeking was providedAs such, we have closed our fileWe apologize to MrY*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
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,
Igor R***