July 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 94*** - John ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his customer service experience upon the delivery of
his purchased appliance
We would first like to apologize for not completing the installation of his purchased applianceWith that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr***'s expectationsAfter reviewing Mr***'s complaint and our records, we were able to determine that on the day of delivery, our delivery drivers could not complete the installWe would like to clarity that all customers are provided with the delivery guidelines informing the customer what delivery can installIn the guidelines it states that the customer needs to have a copper line to have the appliance installedWe apologize if this was not provided to Mr***Our records also show that we contacted Mr*** and provided him with a $check for any additional costs he incurred for the change of the water lineIn addition, a $gift card was also providedWe hope that Mr***'s purchased appliance will provide him with long term satisfactionAt this time, since we were able to provide Mr*** with compensation due to not completing the installation of his appliance, we have closed our files
We apologize to Mr*** on behalf of Sears Holdings Corporation for the inconvenience he has experienced and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Ema ***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct 512-***
i***@searshc.com
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
I still have not received what I ordered, but did receive a substitute that is acceptable after two weeks of nightly phone calls
Sincerely,
*** * ***
(The consumer indicated he/she ACCEPTED the response from the business.)
The original complaint to the Revdex.com was before the service technician from Sears determined that the television could not be repairedWe did not get to a satisfactory resolution without numerous service calls and telephone calls to SearsIt was very frustrating to deal with as a customerWe are satisfied with the ultimate resolution and the complaint can be closedThank you for your assistance
(The consumer indicated he/she ACCEPTED the response from the business.)
After one year plus one week Sears sent an electrician to correct the under code wiringThe township reinspected and passed the electrical installation
While my situation has been resolved, it should never have taken a
year + to correctI put up with a year's excuses, delays and being ignored by a national company
Initial Business Response /* (1000, 5, 2015/10/26) */
Contact Name and Title: ***
October 26,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed our investigation
Ms.*** complaint regarding his dissatisfaction with a recent duct service completed for her aunt, *** by Sears Duct Cleaning
First, we would like to apologize to Ms.*** and Ms*** for failing their expectations in regard to a recent duct cleaningAdditionally, we would like to assure Ms.*** and Ms*** that we appreciate their valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded these concerns to the local office for further review
Manager *** responded that an equitable agreement has been reachedMs*** will be provided with a $refund once she signs and returns the Customer Release Form (CRF) that is being mailed to herWith that said, since we have documented Ms.*** and Ms***' concerns with the Sears Duct Cleaning and reached the aforementioned resolution, contingent upon the CRF being signed and returned, we ask to have this matter closed
Again, we apologize to Ms.*** and Ms*** and we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I talked it over with my aunt and we think that is a fair offer
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,
Teska J***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meHowever, this entire process, up until I filed the Revdex.com complaint, has been extremely frustrating Despite multiple attempts by my husband and myself, Sears was unwilling to resolve this problem themselvesI only saw true concern and remorse for poor service after the complaint was filed I strongly encourage Sears to review customer service policies and the process of escalating unsatisfied customers to managers or departments that can help
Sincerely,
*** ***
August 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dustin H*** - # *** Dear MsV*** We have completed the investigation of MrH***’s rebuttal to our previous response MrH*** pre-paid $and we are willing to issue a refund of $once the part is picked up. The terms of the resolution are not negotiable and if MrH*** does not wish to return the part, a refund will not be issued He is not entitled to keep the part and receive a refund. MrH*** can make arrangements for the part piby calling Stephanie G*** at *** *** In the interim, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Beverly ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re* *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washer*** ***, Sears
Authorized Service Provider Overflow Team Lead provided the following response: It is unfortunate that we failed Ms*** expectations when she called Sears for service on her washer We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms*** that her concerns were forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed and I did contact Ms*** who confirmed that the unit is operating as designedIf I can be of any additional assistance to Ms***, she can reach me at *** 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 ***
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,
*** ***
*** ***December 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding a
tablet that did not work properly
We have received *** *** complaint and apologize that the tablet she purchased failed to work and was missing pieces. Upon further research, we found that *** *** tablet had been returned on December 8, at the Sears store located in the Bronx. That being said, because *** *** has received a refund for her tablet as requested, we respectfully request this complaint be 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,
*** ***
*** *** ***
***
***
August 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** Georgelynn I*** Dear *** *** We have completed our investigation of MsI*** rebuttal As clarification, there are no provisions for reimbursement for loss of use of the product, incidental and or consequential damages such as purchasing ice or any inconvenience that may be experienced due to a delay with a repairHowever, we offered the aforementioned concessions as a courtesy in the interest of consumer satisfaction and in consideration of the fact that this repair took longer than normalThe check we sent was for $200.00; we cannot issue moreMsI*** should receive it within the next business daysShe has been provided with a replacement credit and the additional months of coverage has been purchased on her behalfWhile we understand that she was dissatisfied with the service she received, we are unable to grant her request to receive further compensation in regard to this matter Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In MsI*** case, we do apologize that we failed her expectations, but we feel our offers were relative to the circumstances and our decision is final. We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Tammie.S***
They have falsely claimed that both my parents and my father in laws account are linked to my account, they are all fans of sears and kmart, they do not live at my house and I do not know why they are claiming they doThere are not accounts that are in assoicated with my addressMy wife lives at my house she has her own account, there terms and conditions state per person not per addressThey are clearly violating there own terms by locking someones account because someone else lives at there house and shops at the same storePlease refund my money that was stolen. my account is 3502 Complaint: ***
I am rejecting this response because:
Sincerely,
Cody ***
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 have spoken to someone within the organization and received a satisfactory solution
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I have the call recorded where the representative use profanity and hung up, I have a terrible refrigerator with scratches from the teenager they send to repairThe only good thingSears did was charge every month on time my bank accountHow many weeks have passed after my complaint? Nobody did anything, the last representative tomd me I was houng to receive a phone call next week, is been weeks and still waiting, I traveled a lot, I am not going to pay roamingI waited for them and no response calls an zero helpI already bought a new refrigeratorunacceptable customer service! The company is steling people money! Because I have education and respect for the readers I cannot write the wordsI do not need a response right now, already purchase a new refrigeratorI waited for weeks, I am not going to ruin my vacation to answer the phone and pay roaming charges!!!!
Sincerely,
*** *** ***
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
However, the account used to purchase the item is closed, so I am unsure how my refund will be received
Sincerely,
Katherine ***
June 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr***’ complaint regarding his dissatisfaction with the multiple repairs
on his tractor and his request to return for a refund
We apologize for the delay in responding to this complaintWe forwarded this matter to our Kelly G*** Store Manager for Outlet Store *** to research and are currently awaiting the responseWe are committed to providing a fair and equitable resolution and ask that MrH*** allow us ten business days to come to a decisionIn the interim, should Mr*** have any questions, he may contact me directly at ***
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
January 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Duct Cleaning
Upon receiving Mr*** complaint, our office contacted *** *** with Sears Duct Cleaning for assistance. Ms*** subsequently spoke with the local office regarding Mr*** concerns. They responded with the following information. On December 5, 2016, the technician cleaned the dryer vent that exited out of the wall. The outside dryer vent cover was cracked and Mrs*** who was present, was made aware of thisOn December 8, 2016, Mrs*** called the local office to complain that the technician did not vacuum nor clean out her dryer. It was explained that we do not clean nor work on dryers; we only clean the dryer vent. Additionally, she asked to have the dryer vent cover replaced at no cost to her. At this point, Mrs*** asked for a refund. Accordingly, her concerns were forwarded to the manager, *** *** to address. Mr*** subsequently tried to reach Mrs*** several times and left his personal cell number. However, she never called Mrs*** is refusing to allow a follservice; thereby, not permitting Sears Duct Cleaning to re-evaluate the dryer ventUnfortunately, under the terms of Sears Satisfaction Guarantee, Sears must be permitted to inspect and remedy any consumer’s concerns. Without this opportunity, no accommodations will be considered. Since Mrs*** has refused to schedule a follappointment, no refund will be provided. As this decision is final and commensurate to the aforementioned Sears Satisfaction Guarantee, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
July 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 94*** - John ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his customer service experience upon the delivery of
his purchased appliance
We would first like to apologize for not completing the installation of his purchased applianceWith that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr***'s expectationsAfter reviewing Mr***'s complaint and our records, we were able to determine that on the day of delivery, our delivery drivers could not complete the installWe would like to clarity that all customers are provided with the delivery guidelines informing the customer what delivery can installIn the guidelines it states that the customer needs to have a copper line to have the appliance installedWe apologize if this was not provided to Mr***Our records also show that we contacted Mr*** and provided him with a $check for any additional costs he incurred for the change of the water lineIn addition, a $gift card was also providedWe hope that Mr***'s purchased appliance will provide him with long term satisfactionAt this time, since we were able to provide Mr*** with compensation due to not completing the installation of his appliance, we have closed our files
We apologize to Mr*** on behalf of Sears Holdings Corporation for the inconvenience he has experienced and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Ema ***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct 512-***
i***@searshc.com
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
I still have not received what I ordered, but did receive a substitute that is acceptable after two weeks of nightly phone calls
Sincerely,
*** * ***
(The consumer indicated he/she ACCEPTED the response from the business.)
The original complaint to the Revdex.com was before the service technician from Sears determined that the television could not be repairedWe did not get to a satisfactory resolution without numerous service calls and telephone calls to SearsIt was very frustrating to deal with as a customerWe are satisfied with the ultimate resolution and the complaint can be closedThank you for your assistance
(The consumer indicated he/she ACCEPTED the response from the business.)
After one year plus one week Sears sent an electrician to correct the under code wiringThe township reinspected and passed the electrical installation
While my situation has been resolved, it should never have taken a
year + to correctI put up with a year's excuses, delays and being ignored by a national company
Initial Business Response /* (1000, 5, 2015/10/26) */
Contact Name and Title: ***
October 26,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed our investigation
Ms.*** complaint regarding his dissatisfaction with a recent duct service completed for her aunt, *** by Sears Duct Cleaning
First, we would like to apologize to Ms.*** and Ms*** for failing their expectations in regard to a recent duct cleaningAdditionally, we would like to assure Ms.*** and Ms*** that we appreciate their valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded these concerns to the local office for further review
Manager *** responded that an equitable agreement has been reachedMs*** will be provided with a $refund once she signs and returns the Customer Release Form (CRF) that is being mailed to herWith that said, since we have documented Ms.*** and Ms***' concerns with the Sears Duct Cleaning and reached the aforementioned resolution, contingent upon the CRF being signed and returned, we ask to have this matter closed
Again, we apologize to Ms.*** and Ms*** and we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I talked it over with my aunt and we think that is a fair offer
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,
Teska J***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meHowever, this entire process, up until I filed the Revdex.com complaint, has been extremely frustrating Despite multiple attempts by my husband and myself, Sears was unwilling to resolve this problem themselvesI only saw true concern and remorse for poor service after the complaint was filed I strongly encourage Sears to review customer service policies and the process of escalating unsatisfied customers to managers or departments that can help
Sincerely,
*** ***
August 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dustin H*** - # *** Dear MsV*** We have completed the investigation of MrH***’s rebuttal to our previous response MrH*** pre-paid $and we are willing to issue a refund of $once the part is picked up. The terms of the resolution are not negotiable and if MrH*** does not wish to return the part, a refund will not be issued He is not entitled to keep the part and receive a refund. MrH*** can make arrangements for the part piby calling Stephanie G*** at *** *** In the interim, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Beverly ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re* *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washer*** ***, Sears
Authorized Service Provider Overflow Team Lead provided the following response: It is unfortunate that we failed Ms*** expectations when she called Sears for service on her washer We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms*** that her concerns were forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed and I did contact Ms*** who confirmed that the unit is operating as designedIf I can be of any additional assistance to Ms***, she can reach me at *** 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 ***
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,
*** ***
Please see attachment
*** ***December 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding a
tablet that did not work properly
We have received *** *** complaint and apologize that the tablet she purchased failed to work and was missing pieces. Upon further research, we found that *** *** tablet had been returned on December 8, at the Sears store located in the Bronx. That being said, because *** *** has received a refund for her tablet as requested, we respectfully request this complaint be 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,
*** ***
*** *** ***
***
***
August 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** Georgelynn I*** Dear *** *** We have completed our investigation of MsI*** rebuttal As clarification, there are no provisions for reimbursement for loss of use of the product, incidental and or consequential damages such as purchasing ice or any inconvenience that may be experienced due to a delay with a repairHowever, we offered the aforementioned concessions as a courtesy in the interest of consumer satisfaction and in consideration of the fact that this repair took longer than normalThe check we sent was for $200.00; we cannot issue moreMsI*** should receive it within the next business daysShe has been provided with a replacement credit and the additional months of coverage has been purchased on her behalfWhile we understand that she was dissatisfied with the service she received, we are unable to grant her request to receive further compensation in regard to this matter Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In MsI*** case, we do apologize that we failed her expectations, but we feel our offers were relative to the circumstances and our decision is final. We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Tammie.S***
They have falsely claimed that both my parents and my father in laws account are linked to my account, they are all fans of sears and kmart, they do not live at my house and I do not know why they are claiming they doThere are not accounts that are in assoicated with my addressMy wife lives at my house she has her own account, there terms and conditions state per person not per addressThey are clearly violating there own terms by locking someones account because someone else lives at there house and shops at the same storePlease refund my money that was stolen. my account is 3502 Complaint: ***
I am rejecting this response because:
Sincerely,
Cody ***
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 have spoken to someone within the organization and received a satisfactory solution
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I have the call recorded where the representative use profanity and hung up, I have a terrible refrigerator with scratches from the teenager they send to repairThe only good thingSears did was charge every month on time my bank accountHow many weeks have passed after my complaint? Nobody did anything, the last representative tomd me I was houng to receive a phone call next week, is been weeks and still waiting, I traveled a lot, I am not going to pay roamingI waited for them and no response calls an zero helpI already bought a new refrigeratorunacceptable customer service! The company is steling people money! Because I have education and respect for the readers I cannot write the wordsI do not need a response right now, already purchase a new refrigeratorI waited for weeks, I am not going to ruin my vacation to answer the phone and pay roaming charges!!!!
Sincerely,
*** *** ***
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
However, the account used to purchase the item is closed, so I am unsure how my refund will be received
Sincerely,
Katherine ***
June 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr***’ complaint regarding his dissatisfaction with the multiple repairs
on his tractor and his request to return for a refund
We apologize for the delay in responding to this complaintWe forwarded this matter to our Kelly G*** Store Manager for Outlet Store *** to research and are currently awaiting the responseWe are committed to providing a fair and equitable resolution and ask that MrH*** allow us ten business days to come to a decisionIn the interim, should Mr*** have any questions, he may contact me directly at ***
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
January 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Duct Cleaning
Upon receiving Mr*** complaint, our office contacted *** *** with Sears Duct Cleaning for assistance. Ms*** subsequently spoke with the local office regarding Mr*** concerns. They responded with the following information. On December 5, 2016, the technician cleaned the dryer vent that exited out of the wall. The outside dryer vent cover was cracked and Mrs*** who was present, was made aware of thisOn December 8, 2016, Mrs*** called the local office to complain that the technician did not vacuum nor clean out her dryer. It was explained that we do not clean nor work on dryers; we only clean the dryer vent. Additionally, she asked to have the dryer vent cover replaced at no cost to her. At this point, Mrs*** asked for a refund. Accordingly, her concerns were forwarded to the manager, *** *** to address. Mr*** subsequently tried to reach Mrs*** several times and left his personal cell number. However, she never called Mrs*** is refusing to allow a follservice; thereby, not permitting Sears Duct Cleaning to re-evaluate the dryer ventUnfortunately, under the terms of Sears Satisfaction Guarantee, Sears must be permitted to inspect and remedy any consumer’s concerns. Without this opportunity, no accommodations will be considered. Since Mrs*** has refused to schedule a follappointment, no refund will be provided. As this decision is final and commensurate to the aforementioned Sears Satisfaction Guarantee, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist