Complaint: [redacted] I am rejecting this response because: There was no evidence of damage to the brakes previously to bringing it to searsthe "spot" of brake fluid was not where I parked it only on the lift and where the technicians left itNot in the spot where I parked itthe only time the rear brakes showed any damage was after it was in sears possessionI then had to repair the break lines my self and after inspection was near a point that could have been damaged by a liftBottom line it was damaged in the auto centers possession Sincerely, Jusitn [redacted]
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, Michele D***
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Brandy [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ' complaint regarding her recent online order It is unfortunate that we failed Ms [redacted] ' expectations when she recently placed a couple of orders for appliancesWe value Ms [redacted] ' patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the orders further, we confirmed that a refund had been processed in multiple increments which totaled $We will ensure that $Shop Your Way Reward points were returned back to her SYWR account accordinglyAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since we have confirmed a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.) I've accepted this response because after the Revdex.com complaint I did finally receive my refundAll I wanted was my money back and regardless of how long it took and the hours and hours I spent on the phone I did in fact get my money back
October 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #11768141–Doug [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding refrigerator repair Tech Manager Jason [redacted] has spoken with Mr [redacted] in regard to this issueAdditional parts have been ordered and they will be installed once arrivedMr [redacted] was provided with Jason’s phone number to call when the parts arrive so that they can be installed We want to apologize to Mr [redacted] for any inconvenience and let him know that we will address the issues he raised with how our technician treated himIn light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
November 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Thomas T [redacted] Dear [redacted] We have completed the investigation of MrT [redacted] complaint regarding his dissatisfaction that the repair of his refrigerator was not completed in a timely manner due to parts delay Firstly we would like to apologize for the inconvenience and disappointment that MrT [redacted] may have experiencedWe want to assure MrT [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherAccording to our records, the manufacturer’s standard one-year warranty on the refrigerator expired on June 24, and MrT [redacted] requested service on July 11, We would also like to note that the appliance warranty that MrT [redacted] purchased is held by [redacted] Services [redacted] Services would make the final decision on the qualification for the replacement of the refrigerator according to the terms of their agreement We reviewed the service order notes related to MrT [redacted] refrigeratorOn July 18, our technician ordered a compressor, UV drier and condenserOn August 1, the manufacturer notified us that the compressor was on backorderUnfortunately, the reality is that we are limited in what we can or cannot order, how long it takes, and how it is shipped, by the manufacturers that make and send the parts and we have very little control over thisWhen we are notified that a part is on backorder, our parts research team will reach out to alternate resources to locate the part soonerThe compressor shipped on August 23, and service was set for September 9, The technician reported that no one was home on September 9, and service was rescheduled for September 14, The technician installed the parts and completed the repairRegrettably, the next day MrT [redacted] reported that the refrigerator was still not coolingOn September 21, our technician reassessed the refrigerator and ordered a mainboard; the repair was completed on October 2, On October 11, MrT [redacted] reported that the refrigerator was not coolingWhen the technician arrived on October 17, he reported that the temperature in the refrigerator was degrees Fahrenheit and the temperature in the freezer was -degrees FahrenheitSince the refrigerator was working, the service order was closed On November 2, MrT [redacted] called and requested service again on the refrigerator; Service is set for November 10, We have reached out to the service unit for assistance and will monitor the repairHowever, MrT [redacted] would need to contact [redacted] Services regarding his appliance warranty and his request for a replacementWith that being said, since we have addressed the issue brought forth in MrT [redacted] complaint, we have closed our file We apologize to MrT [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 19, 2017Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Patricia [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding her recent purchase of a fridge.After reviewing Ms [redacted] complaint and our records, we contacted the selling store manager and were informed that a new fridge was ordered for Ms [redacted] It is our understanding that the fridge that Ms [redacted] selected had to be ordered out of our Richmond warehouse, which is over miles from our selling storeThe delivery fee was waived for Ms [redacted] In addition, the store upgraded Ms [redacted] to a more costly fridge and discounted $offAs far the request, we cannot honor her requestSince Ms [redacted] fridge was upgraded and replaced, we have closed our filed.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 Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: imx integrated member experience
January 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Joii LB [redacted] Dear [redacted] We have completed our investigation of MsB [redacted] complaint regarding her TV It was our understanding that M.s B [redacted] had accepted our offer to provide her with compensation in an amount equal to the value of a comparable TV A gift card for $was emailed to MsB [redacted] on November 22, 2017, fulfilling the terms of her contractAs such, we have closed our fileWe apologize to MsB [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 S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding the tax she was charged on the deductible she paid for a service appointment recently Home Warranty contracts are subject to sales tax in the state of Arkansas Per-visit "deductibles" are generally considered to be an additional cost of the underlying Home Warranty and therefore also subject to sales tax, the same as the initial payment made by the Home Warranty owner We find no Arkansas law that would make the deductible non-taxable If, as Ms [redacted] suggested, there had been no deductible to be collected under the terms of her Home Warranty, then there would be no additional payment on the warranty to be taxed and no sales tax would have been charged The parts and labor used to make the repairs under her warranty are not subject to sales tax, however, even if their cost exceeds the $deductible, and that is the trade-off that the state is makingDespite the fact that we find that the tax was charged correctly, we have issued a check for the amount Ms [redacted] was seeking as a customer courtesyThis check should arrive within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:The email they sent me today says will be refunded so if I'm right some money is missing , sears I can count so want what happen to that that's to be refunded And I'm not out the woods yet , it's still not in my account Sincerely, [redacted]
February 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his oven repair Upon receiving Mr [redacted] complaint, we reviewed our service system to confirm what repairs have been completed on his ovenOur records show that the baking element was replaced in Mr [redacted] oven on August 25, There was a second repair in May of 2016; the technician replaced the touch panel Unfortunately, the current repair needed (a new control board and touch panel) for Mr [redacted] oven is outside the 90-day service guarantee offered under the previous repair Furthermore, many things could have caused his control board and touch panel to fail during the ten months since the last repair was completed; for example, a power surge could easily have caused the aforementioned failure If Mr [redacted] elects to have his oven repaired, he will be financially responsible for the cost of parts and labor With that said, as a courtesy, we are willing to offer a 30% service refund if Mr [redacted] has Sears Home Services repair his oven; alternatively, if he decides to purchase a new oven from Sears, we could offer a 20% sales adjustment Mr [redacted] can send copies of either his Sears repair receipt or Sears purchase receipt to [redacted] if he accepts either offer In the interim, since a fair resolution has been proposed, we ask that this matter be closed We apologize to Mr [redacted] we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: "no longer provides" is not an acceptable response to an agreed upon service I expect the agreed upon service to be provided Sincerely, [redacted]
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for service even though in the end, the refrigerator was not repairable After reviewing [redacted] service history, we would agree with him that the fee we should have assessed is $plus $tax as this would cover our fee to provide an estimateAfter attempting to repair we ended up providing an assessment that the refrigerator was damaged in such a way that it could not be repaired and as such, it would be reasonable to remove the fees we incurred while attempting to repair itThis means instead of collecting $for the repair, we should only have held back $107.17, leaving [redacted] with a refund of $Our records indicate that we have already provided $of that back, and we are willing to refund the remaining $56.28; however, to do so, we need [redacted] full [redacted] account number ending in [redacted] We realize this was previously asked for when the other credit was processed in August, but our systems do not retain that number so that we are compliant with Payment Card Industry standards [redacted] can contact me via email a [redacted] or phone at [redacted] to provide the other digits of the credit card number (we do NOT need the expiration date or the security code on the back)In the interim, since we are willing to provide the refund as soon as we receive that information, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
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 mePlease have [redacted] at searshc.com send me the $Sears gift card to my home address: [redacted] Thank you for your help Sincerely, [redacted]
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, Lee ***
Complaint: [redacted] I am rejecting this response because: as I mentioned, there was no indication of a 30-day limit to installationAs I only moved into this house on August 15th from Germany and my husband was here only sporadically, for short periods before that, days was also not a reasonable time to both adjust the outlet unexpectedly and re-schedule an installationHad the time limit been made known, I would not have bought the appliances until I arrived hereAs it is, I consider this time limit only a convenient excuse to not provide service agreed upon and paid forThis inflexibility was what lead me to the complaint in the first place Sincerely, Nicole H***
July 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 3rd rebuttal regarding the installation of her dishwasher and alleged damage done to her cabinet, floor, and ceiling We have received Ms [redacted] 3rd, and understand that she would Sears’ contact information The information is as follows: Sears Holdings [redacted] That being said, because we have provided Ms [redacted] with the information she requested, we have closed our file 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, [redacted] Regulatory Complaints Specialist [redacted]
December 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Vincent O [redacted] # [redacted] Dear [redacted] We have completed the investigation of MrO [redacted] complaint concerning his local Sears Optical Melissa H***, Escalation Specialist for [redacted] Retail, our business partner in operating the optical location referenced in MrO [redacted] complaint has provided the following response, and we have included it in its entirety below: We are in receipt of MrO [redacted] complaint filed with your officeWe are sorry that MrO [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical at the [redacted] Mall in New Jersey, NJ Please be advised that this Sears Optical is operated by [redacted] Inc., as the licensee of Sears Holdings DrAllan M [redacted] an independent doctor of optometry, subleases space from Sears Optical in the [redacted] Mall He is responsible for his own practice Since DrM [redacted] is not employed by Sears Optical, we cannot compel the doctor to provide a specific resolution However, we have taken the liberty of forwarding MrO [redacted] concerns to DrM [redacted] If MrO [redacted] requires further assistance, DrM [redacted] can be contacted at ( [redacted] or reached by mail at: DrAllan M [redacted] ** Thank you for contacting [redacted] Retail Sincerely, Melissa H [redacted] Escalation Specialist We apologize to MrO [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal complaint regarding Sears Home Services and repairs to his lawn equipment Repairs to both o [redacted] items were completed on November 6, There is a credit in the amount of $that was processed back to [redacted] card ending in [redacted] that was processed on October 21th, that should have already posted to his accountAdditionally a $bank check was also processed on October 21th, which should be received any day if it has not alreadySince we have noted the completed repairs to [redacted] mower and tractor and have also confirmed the aforementioned credits, we ask that this complaint remain closedWe apologize to [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]
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request to receive the remaining refund We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in the order we show that a refund of $was issued on May 11, A refund of $was issued on June 11, 2016, leaving a remaining balance of $Therefore, Sears Online processed the remaining balance on June 14, 2016, under return receipt number [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: There was no evidence of damage to the brakes previously to bringing it to searsthe "spot" of brake fluid was not where I parked it only on the lift and where the technicians left itNot in the spot where I parked itthe only time the rear brakes showed any damage was after it was in sears possessionI then had to repair the break lines my self and after inspection was near a point that could have been damaged by a liftBottom line it was damaged in the auto centers possession Sincerely, Jusitn [redacted]
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, Michele D***
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Brandy [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ' complaint regarding her recent online order It is unfortunate that we failed Ms [redacted] ' expectations when she recently placed a couple of orders for appliancesWe value Ms [redacted] ' patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the orders further, we confirmed that a refund had been processed in multiple increments which totaled $We will ensure that $Shop Your Way Reward points were returned back to her SYWR account accordinglyAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since we have confirmed a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.) I've accepted this response because after the Revdex.com complaint I did finally receive my refundAll I wanted was my money back and regardless of how long it took and the hours and hours I spent on the phone I did in fact get my money back
October 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #11768141–Doug [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding refrigerator repair Tech Manager Jason [redacted] has spoken with Mr [redacted] in regard to this issueAdditional parts have been ordered and they will be installed once arrivedMr [redacted] was provided with Jason’s phone number to call when the parts arrive so that they can be installed We want to apologize to Mr [redacted] for any inconvenience and let him know that we will address the issues he raised with how our technician treated himIn light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
November 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Thomas T [redacted] Dear [redacted] We have completed the investigation of MrT [redacted] complaint regarding his dissatisfaction that the repair of his refrigerator was not completed in a timely manner due to parts delay Firstly we would like to apologize for the inconvenience and disappointment that MrT [redacted] may have experiencedWe want to assure MrT [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherAccording to our records, the manufacturer’s standard one-year warranty on the refrigerator expired on June 24, and MrT [redacted] requested service on July 11, We would also like to note that the appliance warranty that MrT [redacted] purchased is held by [redacted] Services [redacted] Services would make the final decision on the qualification for the replacement of the refrigerator according to the terms of their agreement We reviewed the service order notes related to MrT [redacted] refrigeratorOn July 18, our technician ordered a compressor, UV drier and condenserOn August 1, the manufacturer notified us that the compressor was on backorderUnfortunately, the reality is that we are limited in what we can or cannot order, how long it takes, and how it is shipped, by the manufacturers that make and send the parts and we have very little control over thisWhen we are notified that a part is on backorder, our parts research team will reach out to alternate resources to locate the part soonerThe compressor shipped on August 23, and service was set for September 9, The technician reported that no one was home on September 9, and service was rescheduled for September 14, The technician installed the parts and completed the repairRegrettably, the next day MrT [redacted] reported that the refrigerator was still not coolingOn September 21, our technician reassessed the refrigerator and ordered a mainboard; the repair was completed on October 2, On October 11, MrT [redacted] reported that the refrigerator was not coolingWhen the technician arrived on October 17, he reported that the temperature in the refrigerator was degrees Fahrenheit and the temperature in the freezer was -degrees FahrenheitSince the refrigerator was working, the service order was closed On November 2, MrT [redacted] called and requested service again on the refrigerator; Service is set for November 10, We have reached out to the service unit for assistance and will monitor the repairHowever, MrT [redacted] would need to contact [redacted] Services regarding his appliance warranty and his request for a replacementWith that being said, since we have addressed the issue brought forth in MrT [redacted] complaint, we have closed our file We apologize to MrT [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 19, 2017Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Patricia [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding her recent purchase of a fridge.After reviewing Ms [redacted] complaint and our records, we contacted the selling store manager and were informed that a new fridge was ordered for Ms [redacted] It is our understanding that the fridge that Ms [redacted] selected had to be ordered out of our Richmond warehouse, which is over miles from our selling storeThe delivery fee was waived for Ms [redacted] In addition, the store upgraded Ms [redacted] to a more costly fridge and discounted $offAs far the request, we cannot honor her requestSince Ms [redacted] fridge was upgraded and replaced, we have closed our filed.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 Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: imx integrated member experience
January 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Joii LB [redacted] Dear [redacted] We have completed our investigation of MsB [redacted] complaint regarding her TV It was our understanding that M.s B [redacted] had accepted our offer to provide her with compensation in an amount equal to the value of a comparable TV A gift card for $was emailed to MsB [redacted] on November 22, 2017, fulfilling the terms of her contractAs such, we have closed our fileWe apologize to MsB [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 S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding the tax she was charged on the deductible she paid for a service appointment recently Home Warranty contracts are subject to sales tax in the state of Arkansas Per-visit "deductibles" are generally considered to be an additional cost of the underlying Home Warranty and therefore also subject to sales tax, the same as the initial payment made by the Home Warranty owner We find no Arkansas law that would make the deductible non-taxable If, as Ms [redacted] suggested, there had been no deductible to be collected under the terms of her Home Warranty, then there would be no additional payment on the warranty to be taxed and no sales tax would have been charged The parts and labor used to make the repairs under her warranty are not subject to sales tax, however, even if their cost exceeds the $deductible, and that is the trade-off that the state is makingDespite the fact that we find that the tax was charged correctly, we have issued a check for the amount Ms [redacted] was seeking as a customer courtesyThis check should arrive within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:The email they sent me today says will be refunded so if I'm right some money is missing , sears I can count so want what happen to that that's to be refunded And I'm not out the woods yet , it's still not in my account Sincerely, [redacted]
February 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his oven repair Upon receiving Mr [redacted] complaint, we reviewed our service system to confirm what repairs have been completed on his ovenOur records show that the baking element was replaced in Mr [redacted] oven on August 25, There was a second repair in May of 2016; the technician replaced the touch panel Unfortunately, the current repair needed (a new control board and touch panel) for Mr [redacted] oven is outside the 90-day service guarantee offered under the previous repair Furthermore, many things could have caused his control board and touch panel to fail during the ten months since the last repair was completed; for example, a power surge could easily have caused the aforementioned failure If Mr [redacted] elects to have his oven repaired, he will be financially responsible for the cost of parts and labor With that said, as a courtesy, we are willing to offer a 30% service refund if Mr [redacted] has Sears Home Services repair his oven; alternatively, if he decides to purchase a new oven from Sears, we could offer a 20% sales adjustment Mr [redacted] can send copies of either his Sears repair receipt or Sears purchase receipt to [redacted] if he accepts either offer In the interim, since a fair resolution has been proposed, we ask that this matter be closed We apologize to Mr [redacted] we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: "no longer provides" is not an acceptable response to an agreed upon service I expect the agreed upon service to be provided Sincerely, [redacted]
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for service even though in the end, the refrigerator was not repairable After reviewing [redacted] service history, we would agree with him that the fee we should have assessed is $plus $tax as this would cover our fee to provide an estimateAfter attempting to repair we ended up providing an assessment that the refrigerator was damaged in such a way that it could not be repaired and as such, it would be reasonable to remove the fees we incurred while attempting to repair itThis means instead of collecting $for the repair, we should only have held back $107.17, leaving [redacted] with a refund of $Our records indicate that we have already provided $of that back, and we are willing to refund the remaining $56.28; however, to do so, we need [redacted] full [redacted] account number ending in [redacted] We realize this was previously asked for when the other credit was processed in August, but our systems do not retain that number so that we are compliant with Payment Card Industry standards [redacted] can contact me via email a [redacted] or phone at [redacted] to provide the other digits of the credit card number (we do NOT need the expiration date or the security code on the back)In the interim, since we are willing to provide the refund as soon as we receive that information, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
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 mePlease have [redacted] at searshc.com send me the $Sears gift card to my home address: [redacted] Thank you for your help Sincerely, [redacted]
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, Lee ***
Complaint: [redacted] I am rejecting this response because: as I mentioned, there was no indication of a 30-day limit to installationAs I only moved into this house on August 15th from Germany and my husband was here only sporadically, for short periods before that, days was also not a reasonable time to both adjust the outlet unexpectedly and re-schedule an installationHad the time limit been made known, I would not have bought the appliances until I arrived hereAs it is, I consider this time limit only a convenient excuse to not provide service agreed upon and paid forThis inflexibility was what lead me to the complaint in the first place Sincerely, Nicole H***
July 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 3rd rebuttal regarding the installation of her dishwasher and alleged damage done to her cabinet, floor, and ceiling We have received Ms [redacted] 3rd, and understand that she would Sears’ contact information The information is as follows: Sears Holdings [redacted] That being said, because we have provided Ms [redacted] with the information she requested, we have closed our file 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, [redacted] Regulatory Complaints Specialist [redacted]
December 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Vincent O [redacted] # [redacted] Dear [redacted] We have completed the investigation of MrO [redacted] complaint concerning his local Sears Optical Melissa H***, Escalation Specialist for [redacted] Retail, our business partner in operating the optical location referenced in MrO [redacted] complaint has provided the following response, and we have included it in its entirety below: We are in receipt of MrO [redacted] complaint filed with your officeWe are sorry that MrO [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical at the [redacted] Mall in New Jersey, NJ Please be advised that this Sears Optical is operated by [redacted] Inc., as the licensee of Sears Holdings DrAllan M [redacted] an independent doctor of optometry, subleases space from Sears Optical in the [redacted] Mall He is responsible for his own practice Since DrM [redacted] is not employed by Sears Optical, we cannot compel the doctor to provide a specific resolution However, we have taken the liberty of forwarding MrO [redacted] concerns to DrM [redacted] If MrO [redacted] requires further assistance, DrM [redacted] can be contacted at ( [redacted] or reached by mail at: DrAllan M [redacted] ** Thank you for contacting [redacted] Retail Sincerely, Melissa H [redacted] Escalation Specialist We apologize to MrO [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal complaint regarding Sears Home Services and repairs to his lawn equipment Repairs to both o [redacted] items were completed on November 6, There is a credit in the amount of $that was processed back to [redacted] card ending in [redacted] that was processed on October 21th, that should have already posted to his accountAdditionally a $bank check was also processed on October 21th, which should be received any day if it has not alreadySince we have noted the completed repairs to [redacted] mower and tractor and have also confirmed the aforementioned credits, we ask that this complaint remain closedWe apologize to [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]
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request to receive the remaining refund We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in the order we show that a refund of $was issued on May 11, A refund of $was issued on June 11, 2016, leaving a remaining balance of $Therefore, Sears Online processed the remaining balance on June 14, 2016, under return receipt number [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation