Ms*** is not dependable and until I receive the $gift card I am not accepting anythingMs*** does not live in GA, SO SHE HAS NO IDEA WHAT SIGNS WERE POSTEDNO signs were posted, that was the problemMS*** attempted to ***il me a gift card which never came. She cannot be trusted, she has five more days for something to show up in the mail
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I have never been contacted from xpo I was contacted by a mr *** at phone number ***he started getting a hold on me after the complaint went through at which at that time I kept trying to call him backI left messages with the secretary,ultiple times over multiple weeks finally I got hold him and he stated that the Revdex.com was involved and that I am to wait to get a phone call from sears I still have yet to hear anything so I do not know first why any such complaint is closed second why I am being told from you right now that no one has contacted me in weeks which is third why *** is telling me to wait for a phone call from sears to resolve this Question what is going on because honestly I don’t think anyone over there has a clue so yes I am rejecting this response and request that I be contacted and that the above party listed above *** be contacted and am also requesting that everyone get on same page
Complaint:
I am rejecting this response because:
Sincerely,
James ***
October 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
shipping fee As clarification, the delivery fee is $and that was waived form the total of Ms*** orderThe additional $fee she was charged is a fee for premium Saturday only delivery and it is an optional separate feeWe apologize for any misunderstandingIn the interest of resolving this issue, we have issued a credit for the $in question and it should reflect within 3-business daysSince we have granted Ms*** request, we respectfully ask that this matter be considered closed Again, we apologize to MsKoepp 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 *** *** ***
Complaint: ***
I am rejecting this response because:Though Sears has connected me for possible replacement on 11/22/2016, after the initial call they have not picked up the phone to finalize the replacement of the refrigeratorTherefore I am rejecting due to the incomplete resolution to this issueI have attempted many times to call Sears, in Melrose Park, back but there has been no answerUntil I have an appointment or contact number of someone that can insure the replacement of my faulty fridge I do not see this matter resolved
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
The business provided a full refund of the original purchase, which was used to replace the mowerIn addition, the extended warranty for the original mower was moved to the replacementThe response from the business was
timely, professional and very helpful
March 27, Revdex.com North Wabash Ave., Suite Chicago, IL Our File No: *** Your file No: *** Via: *** Ground /Signature Required Via: Revdex.com Website Dear Ms*** Thank you for contacting Sears Home Improvement
Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner Ms*** HVAC complaint was that exhaust was allegedly installed incorrectlyIt was gas utility company who advised Ms*** that the pipe was installed wrong, not SHIPWe are unsure if the HVAC unit is a Sears install because we have no records of installing this unitHowever, we did correct the problem on 3/21/17, at no additional cost to the customerPlease keep in mind this unit is possibly years old. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mrs*** as a customer and apologize for any frustrations or inconveniences with loss of use of the HVAC system she may have experienced. If you have any questions or concerns, please contact me directly at *** *** * *** *** or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** ***
Complaint: ***
I am rejecting this response because: I have NOT selected another type of mattress as stated, I have via Sears customer service arranged for another exchange (THIS WILL BE NUMBER IT SHOULD BE A KING *** BLACK NATASHA PLUSH PILLOW TOP) until we can resolve the total refund issue , so far Sears has refused any refund and the only option given is to accept the defective mattress or exchange or select another type but if it costs less than original there is no compensation for the difference or select a more expensive mattress but I pay the difference , thats not fairI think after exchanges I am entitled for total refundThe last mattress delivered (number 8) was in folded in half in the truck, only plastic wrapping, handle hanging of , small splits in pillow and stiching coming undone, this is crazy that each delivery has visual defectsI want a total refundThe conversation I had with the Sears representitive in the Esculation Department did not go well , she had a bad attitude , very abrupt , rude and all she kept saying was any refund aint happening, my options were keep the defective bed, have another exchange or she would pick a bed for us , they must be kidding , how can somebody else select a mattress for you , it was a take it or leave it optionI cannot believe a company like Sears reacts to their customers in this fashion, digraceful
Sincerely,
Ian G***
Initial Business Response /* (1000, 6, 2015/10/14) */
October 14,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed the investigation of Ms.*** complaint
regarding her dissatisfaction with the service provided by the auto center and her allegation that she was over-charged for a part
Upon receipt of Ms.*** complaint we reached out to ***, Auto Center Manager for Store***, to assist with Ms.*** concernsOn October 8, 2015, Mr*** contacted Ms*** and discussed her concerns regarding the service provided on her vehicleAs a good-will gesture, Mr*** offered to issue Ms*** a refund of $for the difference in price for the ERG valveMs*** accepted the offer and stated that she would stop by the auto center to receive the refundWith that being said, since we have provided Ms*** with her desired resolution, 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They responded to the complaint very well and give me refund for the expense of making sure I was given better customer serviceI am very pleased with how they dealt with the issuw and now I am a happy customer again
February 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his snow thrower repair
It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his snow throwerWe 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, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. *** *** with *** responded that she was able to move the repair up to February 2, 2017. On the day of service, the technician examined the snow thrower and found that the carburetor needed to be cleaned. Once he cleaned the carburetor, he tested the unit and found it to be working properly. With that said, since we have documented Mr*** concerns and we have completed the repair to his snow thrower, 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
January 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** ** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator First, we
would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. Upon receipt of Ms*** complaint, we reviewed the notes within our service system regarding the refrigerator in question. Ms*** purchased her refrigerator on September 3, 2011, and the Repair Protection Agreement (RPA) currently carried on the unit was renewed on May 10, 2016, and is in effect until July 27, As clarification, the RPA is a repair agreement and only provides for a replacement if the covered product is deemed un-repairable due to unavailability of functional parts or technical information; Ms*** refrigerator was never deemed as such and the last repair was completed on January 25, While we understand that Ms*** would like her refrigerator replaced, we are unable to grant her request. In accordance with the terms of the RPA, we repaired the unit and we will continue to do so while the agreement is in effect As to Ms*** request for food loss reimbursement, the RPA allows reimbursement up to $per year. Ms*** can call our Protection Agreement department at *** *** to file a claimWith that said, 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
Complaint: ***
I am rejecting this response because: One, we haven't seen a refundAlthough this is only part of what we askedIt wasn't l*** my mom went there on her free timeShe had to used her limited PTO to go, I had to waste my gas to drive her, and both our times were wasted due to Sears errorThat should be reimbursed on top of the refundTwo, I asked that Sears contact me NOT my momMy mom is an old woman that has mental limits and it was very disrespectful that they jump over me to bother her, especially while she was workingI'm the one that helped her in setting a class with SearsThree, they expect her to used whatever PTO she has left too and for me to waste my gas again even though AGAIN it was their error? We want the reimbursement we originally stated and she will take an online course instead of dealing with SearsI'm sure *** *** doesn't need to be contacted
*** ***S*** Again here are my numbers for them to contact me, not my mom.Cell ***Work ***
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his washer repairFirst, we would like to apologize
to *** *** for failing his expectations in regard to his washer repair. Additionally, we would like to assure *** *** 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. Accordingly, we forwarded *** *** complaint to the District Service Manager for review. We do not take these matters lightly and we sincerely regret any inconvenience this situation may have caused *** ***On March 29, 2016, the technician returned to *** *** home to install a new valve; completing the repair. As a conciliatory gesture for any inconvenience *** *** may have experienced, we have submitted a credit request for $50.62, which is 20% of the total cost *** *** paid for the repairs to his washer. *** *** can expect to see a credit post to his *** account ending in *** in the next 7-daysAdditionally, *** *** was not charged for the repair completed on March 29th. In summary, since we have completed the repair to *** *** washer, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
May 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint
regarding a recent order According to our records, Ms*** received a full refund on May 23, We want to apologize for the delay and inconvenience Ms*** may have experienced as a resultThat said, we respectfully ask that this matter be considered closed since Ms*** has been made whole with the issuance of her refundWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Revdex.com:
IN HER RESPONSE *** *** DENYS SEARS RESPONSIBILITY FOR THE PRODUCTSEARS ADVERTISED THE PRODUCT AND THE PAYMENT WENT TO SEARSTHE TERMS OF SERVICE SHE REFERS TO ARE SEARSMY TERMS OF SERVICE ARE SIMPLY"PERFORM AS PROMISED." FAILURE TO DO SO RESULTS IN Revdex.com ACTION.ULTIMATELY, SEARS IS RESPONSIBLE IF FOR NO OTHER REASON THAN TAKING PAYMENT. ALL ATTEMPTS TO CONTACT *** VIA PHONE AND EMAIL WERE IGNOREDATTEMPTS TO CONTACT SEARS WERE MET WITH THE USUAL "PUSH THIS BUTTON, NOW PUSH THAT BUTTON" THAT LARGE COMPANYS HIDE BEHIND I DID GET THE ITEMS THAT WERE MISSING IN THE ORIGINAL PACKAGEI AM CLOSING THIS MATTER. REGARDS,*** ***
February 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when ordered
a new range and receiving the credit to her account for the cancelled order
It is unfortunate that we failed Ms*** expectations when she recently ordered a new rangeWe 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 contacted Ms*** and she confirmed that she has received the correct rangeShe stated that she received the credit for the cancelled order; however, $of the refund was issued in the form of gift cardsShe did not want the gift cards, she wanted them applied towards the purchaseWe offered to devalue the gift cards and reissued the credit to her Sears account; she agreedOn February 16, we received confirmation that the gift cards were devalued and we issued two separate credits totaling $to Ms*** account ending in *** We also reached out to *** and requested that they contact Ms*** regarding the charges and credits to her accountOn February 21, *** *** Executive Analyst with ***, contacted Ms*** and advise that the credits had been applied as well as the current balanceMs*** stated that she was satisfied and had no additional questionsWith that being said, since we have addressed the issues brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
May 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request for a refund It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Ms*** had previously been in contact with (EMS) Executive Member Support group, Sears escalated complaint teamEMS was able to issue the remaining refund for the non-receipt of the merchandise orderedFor Ms*** records the refund of $was issued under return receipt number *** on April 29, On May 18, 2017, a refund of $was issued under receipt number *** Finally, a refund of $was issued under receipt number *** Additionally, we hope that in the future *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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,
Roger L***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - George A *** Dear Ms***: We have completed our investigation of Mr***’ complaint regarding service for his tractor It is unfortunate that we
failed Mr***’ expectations when he recently scheduled a tractor repairWe value Mr***’ patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We did complete the repairs needed on the tractor and although Sears no longer sharpens blades we did install an new set of blades to his tractor at no cost for customer satisfaction reasonsWe respectfully ask that this matter be closed, since we have repaired Mr***’ tractor and noted his candid feedback We apologize to Mr***’ on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com
October 5,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** ** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the multiple repairs
of his refrigerator
We have received Ms*** refrigerator and after reviewing her service history, we can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms***, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, Ms*** refrigerator is scheduled for service today, 10/05/to install a fan motor. That being said, because we have addressed Ms*** complaint, we respectfully request this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Ms*** is not dependable and until I receive the $gift card I am not accepting anythingMs*** does not live in GA, SO SHE HAS NO IDEA WHAT SIGNS WERE POSTEDNO signs were posted, that was the problemMS*** attempted to ***il me a gift card which never came. She cannot be trusted, she has five more days for something to show up in the mail
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I have never been contacted from xpo I was contacted by a mr *** at phone number ***he started getting a hold on me after the complaint went through at which at that time I kept trying to call him backI left messages with the secretary,ultiple times over multiple weeks finally I got hold him and he stated that the Revdex.com was involved and that I am to wait to get a phone call from sears I still have yet to hear anything so I do not know first why any such complaint is closed second why I am being told from you right now that no one has contacted me in weeks which is third why *** is telling me to wait for a phone call from sears to resolve this Question what is going on because honestly I don’t think anyone over there has a clue so yes I am rejecting this response and request that I be contacted and that the above party listed above *** be contacted and am also requesting that everyone get on same page
Complaint:
I am rejecting this response because:
Sincerely,
James ***
October 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
shipping fee As clarification, the delivery fee is $and that was waived form the total of Ms*** orderThe additional $fee she was charged is a fee for premium Saturday only delivery and it is an optional separate feeWe apologize for any misunderstandingIn the interest of resolving this issue, we have issued a credit for the $in question and it should reflect within 3-business daysSince we have granted Ms*** request, we respectfully ask that this matter be considered closed Again, we apologize to MsKoepp 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 *** *** ***
Complaint: ***
I am rejecting this response because:Though Sears has connected me for possible replacement on 11/22/2016, after the initial call they have not picked up the phone to finalize the replacement of the refrigeratorTherefore I am rejecting due to the incomplete resolution to this issueI have attempted many times to call Sears, in Melrose Park, back but there has been no answerUntil I have an appointment or contact number of someone that can insure the replacement of my faulty fridge I do not see this matter resolved
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
The business provided a full refund of the original purchase, which was used to replace the mowerIn addition, the extended warranty for the original mower was moved to the replacementThe response from the business was
timely, professional and very helpful
March 27, Revdex.com North Wabash Ave., Suite Chicago, IL Our File No: *** Your file No: *** Via: *** Ground /Signature Required Via: Revdex.com Website Dear Ms*** Thank you for contacting Sears Home Improvement
Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner Ms*** HVAC complaint was that exhaust was allegedly installed incorrectlyIt was gas utility company who advised Ms*** that the pipe was installed wrong, not SHIPWe are unsure if the HVAC unit is a Sears install because we have no records of installing this unitHowever, we did correct the problem on 3/21/17, at no additional cost to the customerPlease keep in mind this unit is possibly years old. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mrs*** as a customer and apologize for any frustrations or inconveniences with loss of use of the HVAC system she may have experienced. If you have any questions or concerns, please contact me directly at *** *** * *** *** or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** ***
Complaint: ***
I am rejecting this response because: I have NOT selected another type of mattress as stated, I have via Sears customer service arranged for another exchange (THIS WILL BE NUMBER IT SHOULD BE A KING *** BLACK NATASHA PLUSH PILLOW TOP) until we can resolve the total refund issue , so far Sears has refused any refund and the only option given is to accept the defective mattress or exchange or select another type but if it costs less than original there is no compensation for the difference or select a more expensive mattress but I pay the difference , thats not fairI think after exchanges I am entitled for total refundThe last mattress delivered (number 8) was in folded in half in the truck, only plastic wrapping, handle hanging of , small splits in pillow and stiching coming undone, this is crazy that each delivery has visual defectsI want a total refundThe conversation I had with the Sears representitive in the Esculation Department did not go well , she had a bad attitude , very abrupt , rude and all she kept saying was any refund aint happening, my options were keep the defective bed, have another exchange or she would pick a bed for us , they must be kidding , how can somebody else select a mattress for you , it was a take it or leave it optionI cannot believe a company like Sears reacts to their customers in this fashion, digraceful
Sincerely,
Ian G***
(The consumer indicated he/she ACCEPTED the response from the business.)
It takes more than month for the refund but finally I have got my money back
Initial Business Response /* (1000, 6, 2015/10/14) */
October 14,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed the investigation of Ms.*** complaint
regarding her dissatisfaction with the service provided by the auto center and her allegation that she was over-charged for a part
Upon receipt of Ms.*** complaint we reached out to ***, Auto Center Manager for Store***, to assist with Ms.*** concernsOn October 8, 2015, Mr*** contacted Ms*** and discussed her concerns regarding the service provided on her vehicleAs a good-will gesture, Mr*** offered to issue Ms*** a refund of $for the difference in price for the ERG valveMs*** accepted the offer and stated that she would stop by the auto center to receive the refundWith that being said, since we have provided Ms*** with her desired resolution, 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They responded to the complaint very well and give me refund for the expense of making sure I was given better customer serviceI am very pleased with how they dealt with the issuw and now I am a happy customer again
February 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his snow thrower repair
It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his snow throwerWe 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, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. *** *** with *** responded that she was able to move the repair up to February 2, 2017. On the day of service, the technician examined the snow thrower and found that the carburetor needed to be cleaned. Once he cleaned the carburetor, he tested the unit and found it to be working properly. With that said, since we have documented Mr*** concerns and we have completed the repair to his snow thrower, 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
January 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** ** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator First, we
would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. Upon receipt of Ms*** complaint, we reviewed the notes within our service system regarding the refrigerator in question. Ms*** purchased her refrigerator on September 3, 2011, and the Repair Protection Agreement (RPA) currently carried on the unit was renewed on May 10, 2016, and is in effect until July 27, As clarification, the RPA is a repair agreement and only provides for a replacement if the covered product is deemed un-repairable due to unavailability of functional parts or technical information; Ms*** refrigerator was never deemed as such and the last repair was completed on January 25, While we understand that Ms*** would like her refrigerator replaced, we are unable to grant her request. In accordance with the terms of the RPA, we repaired the unit and we will continue to do so while the agreement is in effect As to Ms*** request for food loss reimbursement, the RPA allows reimbursement up to $per year. Ms*** can call our Protection Agreement department at *** *** to file a claimWith that said, 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
Complaint: ***
I am rejecting this response because: One, we haven't seen a refundAlthough this is only part of what we askedIt wasn't l*** my mom went there on her free timeShe had to used her limited PTO to go, I had to waste my gas to drive her, and both our times were wasted due to Sears errorThat should be reimbursed on top of the refundTwo, I asked that Sears contact me NOT my momMy mom is an old woman that has mental limits and it was very disrespectful that they jump over me to bother her, especially while she was workingI'm the one that helped her in setting a class with SearsThree, they expect her to used whatever PTO she has left too and for me to waste my gas again even though AGAIN it was their error? We want the reimbursement we originally stated and she will take an online course instead of dealing with SearsI'm sure *** *** doesn't need to be contacted
*** ***S*** Again here are my numbers for them to contact me, not my mom.Cell ***Work ***
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his washer repairFirst, we would like to apologize
to *** *** for failing his expectations in regard to his washer repair. Additionally, we would like to assure *** *** 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. Accordingly, we forwarded *** *** complaint to the District Service Manager for review. We do not take these matters lightly and we sincerely regret any inconvenience this situation may have caused *** ***On March 29, 2016, the technician returned to *** *** home to install a new valve; completing the repair. As a conciliatory gesture for any inconvenience *** *** may have experienced, we have submitted a credit request for $50.62, which is 20% of the total cost *** *** paid for the repairs to his washer. *** *** can expect to see a credit post to his *** account ending in *** in the next 7-daysAdditionally, *** *** was not charged for the repair completed on March 29th. In summary, since we have completed the repair to *** *** washer, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
May 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint
regarding a recent order According to our records, Ms*** received a full refund on May 23, We want to apologize for the delay and inconvenience Ms*** may have experienced as a resultThat said, we respectfully ask that this matter be considered closed since Ms*** has been made whole with the issuance of her refundWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Revdex.com:
IN HER RESPONSE *** *** DENYS SEARS RESPONSIBILITY FOR THE PRODUCTSEARS ADVERTISED THE PRODUCT AND THE PAYMENT WENT TO SEARSTHE TERMS OF SERVICE SHE REFERS TO ARE SEARSMY TERMS OF SERVICE ARE SIMPLY"PERFORM AS PROMISED." FAILURE TO DO SO RESULTS IN Revdex.com ACTION.ULTIMATELY, SEARS IS RESPONSIBLE IF FOR NO OTHER REASON THAN TAKING PAYMENT. ALL ATTEMPTS TO CONTACT *** VIA PHONE AND EMAIL WERE IGNOREDATTEMPTS TO CONTACT SEARS WERE MET WITH THE USUAL "PUSH THIS BUTTON, NOW PUSH THAT BUTTON" THAT LARGE COMPANYS HIDE BEHIND I DID GET THE ITEMS THAT WERE MISSING IN THE ORIGINAL PACKAGEI AM CLOSING THIS MATTER. REGARDS,*** ***
February 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when ordered
a new range and receiving the credit to her account for the cancelled order
It is unfortunate that we failed Ms*** expectations when she recently ordered a new rangeWe 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 contacted Ms*** and she confirmed that she has received the correct rangeShe stated that she received the credit for the cancelled order; however, $of the refund was issued in the form of gift cardsShe did not want the gift cards, she wanted them applied towards the purchaseWe offered to devalue the gift cards and reissued the credit to her Sears account; she agreedOn February 16, we received confirmation that the gift cards were devalued and we issued two separate credits totaling $to Ms*** account ending in *** We also reached out to *** and requested that they contact Ms*** regarding the charges and credits to her accountOn February 21, *** *** Executive Analyst with ***, contacted Ms*** and advise that the credits had been applied as well as the current balanceMs*** stated that she was satisfied and had no additional questionsWith that being said, since we have addressed the issues brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
May 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request for a refund It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Ms*** had previously been in contact with (EMS) Executive Member Support group, Sears escalated complaint teamEMS was able to issue the remaining refund for the non-receipt of the merchandise orderedFor Ms*** records the refund of $was issued under return receipt number *** on April 29, On May 18, 2017, a refund of $was issued under receipt number *** Finally, a refund of $was issued under receipt number *** Additionally, we hope that in the future *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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,
Roger L***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - George A *** Dear Ms***: We have completed our investigation of Mr***’ complaint regarding service for his tractor It is unfortunate that we
failed Mr***’ expectations when he recently scheduled a tractor repairWe value Mr***’ patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We did complete the repairs needed on the tractor and although Sears no longer sharpens blades we did install an new set of blades to his tractor at no cost for customer satisfaction reasonsWe respectfully ask that this matter be closed, since we have repaired Mr***’ tractor and noted his candid feedback We apologize to Mr***’ on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com
October 5,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** ** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the multiple repairs
of his refrigerator
We have received Ms*** refrigerator and after reviewing her service history, we can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms***, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, Ms*** refrigerator is scheduled for service today, 10/05/to install a fan motor. That being said, because we have addressed Ms*** complaint, we respectfully request this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
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