February 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator. After reviewing the notes in the service system, we offered Mr. [redacted] an in-warranty exchange. Mr. [redacted] accepted the offer and elected to exchange his current refrigerator for the same model, as it is still available. On February 4, 2016, we processed the exchange and Mr. [redacted] is currently scheduled for delivery on February 5, 2016. Since is it our understanding that Mr. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Business Bureau
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] [redacted]
Dear Ms. V[redacted]
We have been unable to complete the investigation of Mr. T[redacted] complaint regarding his dissatisfaction with the customer service he received when he requested technical support for his out of warranty refrigerator.
We made attempts to contact Mr. T[redacted] via email and also left voicemails with our contact information. Since he has not responded, we are unable to resolve Mr. T[redacted] issue until we have the opportunity to discuss the matter with him. He may contact me at ([redacted]. In the interim, we will consider this matter closed, pending his response.
We apologize to Mr. T[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
23 July 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Elizabeth [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding non receipt of the gift that was offered to keep...
her delivered appliance.
After reviewing Ms. [redacted] complaint and our records, we were able to determine that Ms. [redacted] was offered a $120.00 gift card to keep her delivered appliance. Our records show that the gift card was sent to her via email on 28 May 2015. Once we confirmed that the gift card was not cashed out, we re-issued a new gift card on 12 July 2015 via email. We ask Ms. [redacted] to check her spam folder, at times, depending on the set up our customer have on their account, we been informed that the gift card may go automatically into this folder. If Ms. [redacted] has any questions or concerns, she may contact me at 512-[redacted]. At this time, since a new gift card has been processed, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
i[redacted]@searsch.com
August 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Judith [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] rebuttal. Ms. [redacted] purchase is outside of our return policy period; therefore, we are not obligated to provide her with a refund. Especially since we are only going by her word that the necessary parts will not repair the issue. Regardless, we are willing to provide her with a gift card for the purchase price of her chair or Shop Your Way Reward points for that amount as well, which would make her whole. Should Ms. [redacted] wish to accept, she may contact me via email during normal business hours at [email protected] within 10 days from the date of this letter; after that, the offer will be null and void. 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 Ms. [redacted] case, we do apologize that we failed her expectations, but we feel our offer is relative to the circumstances and our decision is final. We apologize to Ms[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]@searshc.com
February 21, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: James A. K[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. K[redacted] complaint regarding a part refund for a canceled...
refrigerator repair. First, we would like to apologize to Mr. K[redacted] for failing his expectations in regard to his refrigerator repair. Upon researching Mr. K[redacted] complaint, we found that this matter was handled by Shania F[redacted] with our escalated customer service group, Executive Member Services (EMS. Ms. F[redacted] spoke with Mrs. K[redacted] regarding the refund and she agreed to accept a refund for $76.76; the cost of the part. The refund was processed on February 7, 2018, so Mr. and Mrs. K[redacted] should have received the check by this time, as it usually takes approximately two weeks. If Mr. or Mrs. K[redacted] have any further questions or need assistance, they can contact Ms. F[redacted] at [redacted] extension [redacted] In the interim, since it is our understanding that the aforementioned resolution meets with Mr. and Mrs. K[redacted] approval, we have closed our file. Again, we apologize to Mr. and Mrs. K[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
Contact Name and Title: Dana [redacted]
Contact Phone: 512-[redacted]
July 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Mike K. [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint...
regarding the service he received on his dishwasher and his contention that he is owed $150.47.
When the service on Mr. [redacted] dishwasher was scheduled, it was not scheduled under the warranty record we had on file under Mike [redacted]. Instead a new record was created under Jodie [redacted] with the information being manually entered. As such, the system did not reflect the correct guidelines for any exceptional parts warranty coverage. Our records indicate that Mr. [redacted] dishwasher has a 2 year warranty on most of the parts that were needed for the repair and that while we collected $426.91 during our initial visit, once the warrantied parts were figured out, it turned out Mr. [redacted] only owed $276.44 for the repair. Since he had paid $426.91 the technician that closed the order noted that an allowance of $150.47 was owed. The technician should also have submitted a form to our billing department with his weekly paperwork requesting for Mr. [redacted] to be reimbursed for the over-payment. It does not appear this ever happened since our billing department never processed it. It is also unfortunate that when Mr. [redacted] spoke to our customer support group, they mistakenly thought he was not owed these monies. We have sent feedback to the managers of all three agents that made this error.
With that said, we did contact Mr. [redacted] via email so that we could credit his account. He provided us with his full account number and a refund was issued today for $150.47. If the credit does not post in the next 3-5 business days, Mr. [redacted] has my direct contact information so that I can assist him further. In the interim, since we have now provided him with the overpayment he made for services, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Andrew Q [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding charges for his Sears Home Warranty. We would first like...
to point out that Cross Country Home Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Mr. [redacted]’s contract. On August 8, 2016 Mr. [redacted] did call in to update the payment information for his Sears warranty but when the next billing period came the update did not carryover and consequently Mr. [redacted]’s warranty was cancelled. Mr. [redacted] was contacted by CCHS, he was reinstated and for customer satisfaction reasons Mr. [redacted] was not charged for the September and October premiums. The Next billing date for Mr. [redacted] is November 7, 2016. Since Mr. [redacted] has been reinstated for the Sears warranty and it is our understanding that he was happy with this resolutions we have closed our case. We apologize to Mr. [redacted] 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. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
March 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her inability to purchase a...
lawnmower on our website due to unavailability for this product in her area. As clarification, our website sells items for all of our 50 states and items might be shown on our website that are in stock in one state that are not in stock in another state. This is because most large items that we sell ship out of regional warehouses. Once that region is out of stock on an item, it is not available in that area. While we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basis. Additionally, our call agents do not have the capability to search via all existing zip codes to determine what areas might still have the item available. Once all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our website. While we can understand Mrs. [redacted] frustration, at this time the reality remains that the item he was interested in was not available in her regional area and this confirmed by the email she sent that shows the screen correctly noting “item is out of stock.” In case Mrs. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “YOU EXPRESSLY AGREE THAT YOUR USE OF THE SHO SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SHO SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SHO SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SHO SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SHO SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. IN NO EVENT SHALL SHO OR THEIR RESPECTIVE AFFILIATES, OR THE SHAREHOLDERS, DIRECTORS, OFFICERS, MEMBERS, MANAGERS, EMPLOYEES, AGENTS OR REPRESENTATIVES OF ANY OF THE FOREGOING, BE LIABLE TO YOU OR ANY THIRD PARTY FOR DAMAGES OF ANY KIND (INCLUDING, BUT NOT LIMITED TO, ANY DIRECT, INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES OR DAMAGES FOR LOSS OF PROFITS, GOODWILL OR REVENUE, BUSINESS INTERRUPTION, OR LOSS OF DATA) ARISING OUT OF THE USE OF, ACCESS TO, RELIANCE ON, UNAVAILABILITY OF, INABILITY TO USE, OR IMPROPER USE OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT, REVIEWS, ADVICE, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, OR THE DISCLOSURE OR MISUSE OF ANY USER'S PERSONAL INFORMATION, EVEN IF THEY HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, AND REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, TORT, OR OTHERWISE. IN ANY EVENT, SHO' RESPECTIVE TOTAL MAXIMUM LIABILITY IN RESPECT OF THE SHO SITE OR ANY PART THEREOF, INCLUDING BUT NOT LIMITED TO THE USER CONTENT, REVIEWS, ADVICE, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, IN ANY MANNER WHATSOEVER, SHALL BE LIMITED TO ONE HUNDRED UNITED STATES DOLLARS ($100.00). THIS LIMITATION SHALL APPLY NOTWITHSTANDING ANY FAILURE OF THE ESSENTIAL PURPOSE OF ANY LIMITED REMEDY PROVIDED HEREIN.” As such, we are not obligated to provide Ms. [redacted] with this lawnmower or a substitution for the same price. Especially since the item was being sold at a clearance price. In closure, we apologize to Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding service for her freezer. We value Ms. [redacted]...
patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. We truly regret that the misinformation she received regarding her schedule repair caused her any inconvenience. We have processed a refund of the $190.22 that Ms. [redacted] paid for parts and service of the freezer and she will receive that back on her [redacted] Card ending in [redacted] I have provided Ms. [redacted] my email contact as requested. Since we are refunding Ms. [redacted] the service charge and noted her feedback we request to close this case. Again, we apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Andrew E. W[redacted] Dear [redacted] We have completed the investigation of Mr. W[redacted] complaint regarding his washer and his...
request to have repair covered by his warranty. We would first like to apologize for any inconvenience Mr. W[redacted] may have experienced with his washer. After reviewing the complaint filed, (EMS) Sears Executive Member Services department assisted in processing a replacement under Mr. W[redacted] Master Protection Agreement. Accordingly, delivery was completed on October 28, 2017. Since a replacement 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, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Justyna P[redacted]
March 31, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website
Dear Ms. [redacted]
This letter serves to confirm that Sears Home Improvement Products, Inc....
(SHIP) has been in contact with Ms. [redacted] regarding her concerns. We are scheduled for a service on April 4, 2017. I will update you and the member accordingly.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via [redacted] Signature Required
October 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Barbara P[redacted] Dear [redacted] We have completed the investigation of Mrs. G[redacted] complaint regarding our attempts to repair her...
washer and and her subsequent request for a replacement. Mrs. G[redacted] Master Protection Agreement specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. Upon receipt of this complaint, Mrs. G[redacted] had already received approval for a replacement washer. Our records show that she selected a new washer on August 8, 2017, and it was delivered on August 11th. At this time, we can only apologize for any inconvenience Mrs. G[redacted] may have experienced and assure her that her comments have been documented. We respectfully ask to have this matter closed since we have provided services relative and appropriate to the terms of the Master Protection Agreement Mrs. G[redacted] purchased for her washer. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
March 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed our investigation of [redacted] complaint regarding his laundry center. It...
is regrettable that we failed [redacted] expectations in regard to his laundry center. We sincerely apologize for any inconvenience we may have caused [redacted]. Upon researching [redacted] complaint, we found that the repair to his laundry center was completed on March 22, 2017. While we understand that [redacted] would like his laundry center replaced, a review of his service history shows that he has not met the criteria for replacement under his Master Protection Agreement MPA; he has had three qualifying repairs completed in the last twelve months. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its last product failure…” If [redacted] laundry center fails again before July of 2017, he can send an email to [redacted] to initiate the replacement process. In the interim, since we have explained why a replacement is currently not an option for [redacted] and we have documented his concerns with the repair process, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his refrigerator and range. It is...
unfortunate that we failed Mr. [redacted] expectations when he called Sears for service on his appliances. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed his expectations. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on February 6, 2017. [redacted] form the local service unit has provided Mr. [redacted] with her office number and he has been invited to contact her in the event he requires any further assistance. At this time, since we have noted the completion to Mr. [redacted] repairs, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Norris A. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint alleging that he was overcharged $120.00 for a...
refrigerator repair and his request to have this refunded. We first want to explain that the minimum fee we collect whenever an estimate is declined is comprised of our costs to travel to a customer’s home and provide service in that home, and also the time it takes our technician to assess what the problem is and figure up an estimate. That estimate is applicable for service that day. If it is accepted then the technician would install the parts and complete the repair if he has the part on his truck. If he doesn’t, then he would order the part, collect at least our minimum fee plus the cost of the part, and then return on another day to install it, complete the repair, and collect the remainder of our labor fee. Once the technician has left, while we still stand by our estimate and the estimate itself is covered by our 90-day guarantee, we would only return at no charge if the estimate was alleged to be incorrect. Otherwise, if a customer calls back to accept the previous estimate, we then have to make another trip to the home to order a part and collect the cost of the part and then possibly another trip to the home to install the part if it was not on the truck. So instead of our trip fee covering a maximum of two days that it would normally have to cover for a repair, it would then have the potential to be three days. Because of this, the service order set up when a customer chooses to accept a previously given estimate, usually deducts about half the fee minimum fee from the labor cost because it no longer has to cover the time for a technician to diagnose and figure up an estimate, but it does have to cover another trip fee. Unfortunately, it does not appear this was explained to Mr. [redacted] nor did the second service order have at least 50% of the fee applied as a discount off of the completed service order. When our customer support team assisted Mr. [redacted], they agreed to refund him for the first $120.00 fee in full, and they confirmed this was processed by July 23, 2016. We are not sure if they mailed him a bank check or credited the account used on the second repair, but if for some reason Mr. [redacted] did not receive the refund in question, he is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at [redacted]. In the interim, since it was our understanding that the refund met with Mr. [redacted]’s approval, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Diane [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding food loss incurred when her refrigerator failed too soon. Paul [redacted],...
Manager of the Bergenfield Sears Outlet, provided the following response: Ms. [redacted]’s complaint was received in my office on Monday, August 29th and contact was made the next day. A bank check has been issued which references back to sales check [redacted]. Typically a consumer can expect to receive a bank check within 10-14 days. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]. Although Ms. [redacted] would prefer us to keep her case open until she receives her check, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Ms. [redacted]’s check was issued and if there are any further concerns I ask that she contact me directly, that said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding his tiller. We apologize for the delay in...
responding to this complaint. We are currently waiting the completion of service for Mr. [redacted] tiller which is scheduled for May 19, 2017. These repairs will be done at no cost to Mr. [redacted] under the warranty. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Mr. [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 21, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– Cynthia [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. The fact remains that at this time, Ms. [redacted]’s refrigerator does not qualify for a replacement according to the terms of her Master Protection Agreement (MPA.) There are also no provisions under that agreement for a member to receive a refund for the covered item’s purchases price. I offered to setup a service call in our last response wherein we would work with our technical assistance to identify a functional issue if there is one, but Ms. [redacted] has not emailed me. 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 Ms. [redacted]’s case, we do apologize that we failed her expectations, but at this time, we will need to attempt a repair to the refrigerator in accordance with the terms of her MPA if there is a verifiable malfunction present and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com Tell us why here...
February 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator. After reviewing the notes in the service system, we offered Mr. [redacted] an in-warranty exchange. Mr. [redacted] accepted the offer and elected to exchange his current refrigerator for the same model, as it is still available. On February 4, 2016, we processed the exchange and Mr. [redacted] is currently scheduled for delivery on February 5, 2016. Since is it our understanding that Mr. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 19, 2017
[redacted] Better...
Business Bureau
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] [redacted]
Dear Ms. V[redacted]
We have been unable to complete the investigation of Mr. T[redacted] complaint regarding his dissatisfaction with the customer service he received when he requested technical support for his out of warranty refrigerator.
We made attempts to contact Mr. T[redacted] via email and also left voicemails with our contact information. Since he has not responded, we are unable to resolve Mr. T[redacted] issue until we have the opportunity to discuss the matter with him. He may contact me at ([redacted]. In the interim, we will consider this matter closed, pending his response.
We apologize to Mr. T[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
23 July 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Elizabeth [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding non receipt of the gift that was offered to keep...
her delivered appliance.
After reviewing Ms. [redacted] complaint and our records, we were able to determine that Ms. [redacted] was offered a $120.00 gift card to keep her delivered appliance. Our records show that the gift card was sent to her via email on 28 May 2015. Once we confirmed that the gift card was not cashed out, we re-issued a new gift card on 12 July 2015 via email. We ask Ms. [redacted] to check her spam folder, at times, depending on the set up our customer have on their account, we been informed that the gift card may go automatically into this folder. If Ms. [redacted] has any questions or concerns, she may contact me at 512-[redacted]. At this time, since a new gift card has been processed, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
i[redacted]@searsch.com
August 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Judith [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] rebuttal. Ms. [redacted] purchase is outside of our return policy period; therefore, we are not obligated to provide her with a refund. Especially since we are only going by her word that the necessary parts will not repair the issue. Regardless, we are willing to provide her with a gift card for the purchase price of her chair or Shop Your Way Reward points for that amount as well, which would make her whole. Should Ms. [redacted] wish to accept, she may contact me via email during normal business hours at [email protected] within 10 days from the date of this letter; after that, the offer will be null and void. 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 Ms. [redacted] case, we do apologize that we failed her expectations, but we feel our offer is relative to the circumstances and our decision is final. We apologize to Ms[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]@searshc.com
February 21, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: James A. K[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. K[redacted] complaint regarding a part refund for a canceled...
refrigerator repair. First, we would like to apologize to Mr. K[redacted] for failing his expectations in regard to his refrigerator repair. Upon researching Mr. K[redacted] complaint, we found that this matter was handled by Shania F[redacted] with our escalated customer service group, Executive Member Services (EMS. Ms. F[redacted] spoke with Mrs. K[redacted] regarding the refund and she agreed to accept a refund for $76.76; the cost of the part. The refund was processed on February 7, 2018, so Mr. and Mrs. K[redacted] should have received the check by this time, as it usually takes approximately two weeks. If Mr. or Mrs. K[redacted] have any further questions or need assistance, they can contact Ms. F[redacted] at [redacted] extension [redacted] In the interim, since it is our understanding that the aforementioned resolution meets with Mr. and Mrs. K[redacted] approval, we have closed our file. Again, we apologize to Mr. and Mrs. K[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
Contact Name and Title: Dana [redacted]
Contact Phone: 512-[redacted]
July 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Mike K. [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint...
regarding the service he received on his dishwasher and his contention that he is owed $150.47.
When the service on Mr. [redacted] dishwasher was scheduled, it was not scheduled under the warranty record we had on file under Mike [redacted]. Instead a new record was created under Jodie [redacted] with the information being manually entered. As such, the system did not reflect the correct guidelines for any exceptional parts warranty coverage. Our records indicate that Mr. [redacted] dishwasher has a 2 year warranty on most of the parts that were needed for the repair and that while we collected $426.91 during our initial visit, once the warrantied parts were figured out, it turned out Mr. [redacted] only owed $276.44 for the repair. Since he had paid $426.91 the technician that closed the order noted that an allowance of $150.47 was owed. The technician should also have submitted a form to our billing department with his weekly paperwork requesting for Mr. [redacted] to be reimbursed for the over-payment. It does not appear this ever happened since our billing department never processed it. It is also unfortunate that when Mr. [redacted] spoke to our customer support group, they mistakenly thought he was not owed these monies. We have sent feedback to the managers of all three agents that made this error.
With that said, we did contact Mr. [redacted] via email so that we could credit his account. He provided us with his full account number and a refund was issued today for $150.47. If the credit does not post in the next 3-5 business days, Mr. [redacted] has my direct contact information so that I can assist him further. In the interim, since we have now provided him with the overpayment he made for services, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Andrew Q [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding charges for his Sears Home Warranty. We would first like...
to point out that Cross Country Home Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Mr. [redacted]’s contract. On August 8, 2016 Mr. [redacted] did call in to update the payment information for his Sears warranty but when the next billing period came the update did not carryover and consequently Mr. [redacted]’s warranty was cancelled. Mr. [redacted] was contacted by CCHS, he was reinstated and for customer satisfaction reasons Mr. [redacted] was not charged for the September and October premiums. The Next billing date for Mr. [redacted] is November 7, 2016. Since Mr. [redacted] has been reinstated for the Sears warranty and it is our understanding that he was happy with this resolutions we have closed our case. We apologize to Mr. [redacted] 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. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
March 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her inability to purchase a...
lawnmower on our website due to unavailability for this product in her area. As clarification, our website sells items for all of our 50 states and items might be shown on our website that are in stock in one state that are not in stock in another state. This is because most large items that we sell ship out of regional warehouses. Once that region is out of stock on an item, it is not available in that area. While we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basis. Additionally, our call agents do not have the capability to search via all existing zip codes to determine what areas might still have the item available. Once all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our website. While we can understand Mrs. [redacted] frustration, at this time the reality remains that the item he was interested in was not available in her regional area and this confirmed by the email she sent that shows the screen correctly noting “item is out of stock.” In case Mrs. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “YOU EXPRESSLY AGREE THAT YOUR USE OF THE SHO SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SHO SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SHO SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SHO SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SHO SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. IN NO EVENT SHALL SHO OR THEIR RESPECTIVE AFFILIATES, OR THE SHAREHOLDERS, DIRECTORS, OFFICERS, MEMBERS, MANAGERS, EMPLOYEES, AGENTS OR REPRESENTATIVES OF ANY OF THE FOREGOING, BE LIABLE TO YOU OR ANY THIRD PARTY FOR DAMAGES OF ANY KIND (INCLUDING, BUT NOT LIMITED TO, ANY DIRECT, INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES OR DAMAGES FOR LOSS OF PROFITS, GOODWILL OR REVENUE, BUSINESS INTERRUPTION, OR LOSS OF DATA) ARISING OUT OF THE USE OF, ACCESS TO, RELIANCE ON, UNAVAILABILITY OF, INABILITY TO USE, OR IMPROPER USE OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT, REVIEWS, ADVICE, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, OR THE DISCLOSURE OR MISUSE OF ANY USER'S PERSONAL INFORMATION, EVEN IF THEY HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, AND REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, TORT, OR OTHERWISE. IN ANY EVENT, SHO' RESPECTIVE TOTAL MAXIMUM LIABILITY IN RESPECT OF THE SHO SITE OR ANY PART THEREOF, INCLUDING BUT NOT LIMITED TO THE USER CONTENT, REVIEWS, ADVICE, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, IN ANY MANNER WHATSOEVER, SHALL BE LIMITED TO ONE HUNDRED UNITED STATES DOLLARS ($100.00). THIS LIMITATION SHALL APPLY NOTWITHSTANDING ANY FAILURE OF THE ESSENTIAL PURPOSE OF ANY LIMITED REMEDY PROVIDED HEREIN.” As such, we are not obligated to provide Ms. [redacted] with this lawnmower or a substitution for the same price. Especially since the item was being sold at a clearance price. In closure, we apologize to Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding service for her freezer. We value Ms. [redacted]...
patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. We truly regret that the misinformation she received regarding her schedule repair caused her any inconvenience. We have processed a refund of the $190.22 that Ms. [redacted] paid for parts and service of the freezer and she will receive that back on her [redacted] Card ending in [redacted] I have provided Ms. [redacted] my email contact as requested. Since we are refunding Ms. [redacted] the service charge and noted her feedback we request to close this case. Again, we apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Andrew E. W[redacted] Dear [redacted] We have completed the investigation of Mr. W[redacted] complaint regarding his washer and his...
request to have repair covered by his warranty. We would first like to apologize for any inconvenience Mr. W[redacted] may have experienced with his washer. After reviewing the complaint filed, (EMS) Sears Executive Member Services department assisted in processing a replacement under Mr. W[redacted] Master Protection Agreement. Accordingly, delivery was completed on October 28, 2017. Since a replacement 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, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Justyna P[redacted]
March 31, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website
Dear Ms. [redacted]
This letter serves to confirm that Sears Home Improvement Products, Inc....
(SHIP) has been in contact with Ms. [redacted] regarding her concerns. We are scheduled for a service on April 4, 2017. I will update you and the member accordingly.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via [redacted] Signature Required
October 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Barbara P[redacted] Dear [redacted] We have completed the investigation of Mrs. G[redacted] complaint regarding our attempts to repair her...
washer and and her subsequent request for a replacement. Mrs. G[redacted] Master Protection Agreement specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. Upon receipt of this complaint, Mrs. G[redacted] had already received approval for a replacement washer. Our records show that she selected a new washer on August 8, 2017, and it was delivered on August 11th. At this time, we can only apologize for any inconvenience Mrs. G[redacted] may have experienced and assure her that her comments have been documented. We respectfully ask to have this matter closed since we have provided services relative and appropriate to the terms of the Master Protection Agreement Mrs. G[redacted] purchased for her washer. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
March 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed our investigation of [redacted] complaint regarding his laundry center. It...
is regrettable that we failed [redacted] expectations in regard to his laundry center. We sincerely apologize for any inconvenience we may have caused [redacted]. Upon researching [redacted] complaint, we found that the repair to his laundry center was completed on March 22, 2017. While we understand that [redacted] would like his laundry center replaced, a review of his service history shows that he has not met the criteria for replacement under his Master Protection Agreement MPA; he has had three qualifying repairs completed in the last twelve months. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its last product failure…” If [redacted] laundry center fails again before July of 2017, he can send an email to [redacted] to initiate the replacement process. In the interim, since we have explained why a replacement is currently not an option for [redacted] and we have documented his concerns with the repair process, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his refrigerator and range. It is...
unfortunate that we failed Mr. [redacted] expectations when he called Sears for service on his appliances. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed his expectations. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on February 6, 2017. [redacted] form the local service unit has provided Mr. [redacted] with her office number and he has been invited to contact her in the event he requires any further assistance. At this time, since we have noted the completion to Mr. [redacted] repairs, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Norris A. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint alleging that he was overcharged $120.00 for a...
refrigerator repair and his request to have this refunded. We first want to explain that the minimum fee we collect whenever an estimate is declined is comprised of our costs to travel to a customer’s home and provide service in that home, and also the time it takes our technician to assess what the problem is and figure up an estimate. That estimate is applicable for service that day. If it is accepted then the technician would install the parts and complete the repair if he has the part on his truck. If he doesn’t, then he would order the part, collect at least our minimum fee plus the cost of the part, and then return on another day to install it, complete the repair, and collect the remainder of our labor fee. Once the technician has left, while we still stand by our estimate and the estimate itself is covered by our 90-day guarantee, we would only return at no charge if the estimate was alleged to be incorrect. Otherwise, if a customer calls back to accept the previous estimate, we then have to make another trip to the home to order a part and collect the cost of the part and then possibly another trip to the home to install the part if it was not on the truck. So instead of our trip fee covering a maximum of two days that it would normally have to cover for a repair, it would then have the potential to be three days. Because of this, the service order set up when a customer chooses to accept a previously given estimate, usually deducts about half the fee minimum fee from the labor cost because it no longer has to cover the time for a technician to diagnose and figure up an estimate, but it does have to cover another trip fee. Unfortunately, it does not appear this was explained to Mr. [redacted] nor did the second service order have at least 50% of the fee applied as a discount off of the completed service order. When our customer support team assisted Mr. [redacted], they agreed to refund him for the first $120.00 fee in full, and they confirmed this was processed by July 23, 2016. We are not sure if they mailed him a bank check or credited the account used on the second repair, but if for some reason Mr. [redacted] did not receive the refund in question, he is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at [redacted]. In the interim, since it was our understanding that the refund met with Mr. [redacted]’s approval, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Diane [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding food loss incurred when her refrigerator failed too soon. Paul [redacted],...
Manager of the Bergenfield Sears Outlet, provided the following response: Ms. [redacted]’s complaint was received in my office on Monday, August 29th and contact was made the next day. A bank check has been issued which references back to sales check [redacted]. Typically a consumer can expect to receive a bank check within 10-14 days. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]. Although Ms. [redacted] would prefer us to keep her case open until she receives her check, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Ms. [redacted]’s check was issued and if there are any further concerns I ask that she contact me directly, that said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding his tiller. We apologize for the delay in...
responding to this complaint. We are currently waiting the completion of service for Mr. [redacted] tiller which is scheduled for May 19, 2017. These repairs will be done at no cost to Mr. [redacted] under the warranty. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Mr. [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 21, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– Cynthia [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. The fact remains that at this time, Ms. [redacted]’s refrigerator does not qualify for a replacement according to the terms of her Master Protection Agreement (MPA.) There are also no provisions under that agreement for a member to receive a refund for the covered item’s purchases price. I offered to setup a service call in our last response wherein we would work with our technical assistance to identify a functional issue if there is one, but Ms. [redacted] has not emailed me. 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 Ms. [redacted]’s case, we do apologize that we failed her expectations, but at this time, we will need to attempt a repair to the refrigerator in accordance with the terms of her MPA if there is a verifiable malfunction present and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com Tell us why here...