Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11933726 - Raymond H [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the Sears Home Warranty. Our records show that Mr. [redacted]’s...
Sears Home Warranty was cancelled at his request on January 12, 2017 and he was refunded the full purchase. Since Mr. [redacted]’s Home Warranty was cancelled as requested 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted]@searshc.com
July 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and the delay of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently ordered from sears.com. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, [redacted] Manager for Sears Auto Center number [redacted] attempted to contact Mr. [redacted] by telephone to follow up on his concerns and left a message on 6/28/16, but Mr. [redacted] did not reply. With that having been said, our records indicate that Sears Auto Center installed his new tires on June 8, 2016. Therefore, at this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and his requested resolution has been provided. 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 [redacted]
January 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher repair. ...
It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasher. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Mr. [redacted] appointment was moved up to December 29, 2016. Our records show that the repair to Mr. [redacted] dishwasher was completed on December 29th with the installation of a console. With that said, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his dishwasher, albeit later than expected, 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
June 23, 2016 [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 her recent online order experience...
and request for assembly. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this matter. After reviewing the notes in her order we found that she had previously been in contact with Social Media, Sears’ escalated complaint department. Social Media contacted Icon and arranged to have the merchandise assembled on June 23, 2016. With that said, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. 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 upon. In the interim, since assembly was arranged and we have noted Ms. [redacted] concerns, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: I did not see yhe piss poor job of the setup any sooner, because I didnot attemptto move the bed at any time! If I had taken the bed down and looked under it I would haveswen it, but this bed has about 4 inch clearance from the floor! I would not have known the set up guys did not screw the slats to the frame!
Sincerely,
Tina G[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 repairs to her range. Because we did not have any Sears technicians...
readily available in Ms. [redacted] area, and we did not want to make her wait for service, we routed her service order to one of our authorized service providers in her area. That being said service is scheduled for Friday, February 24, 2017. Once service has been completed we will provide an additional update. 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 Claims Specialist Sears Holdings Corporation [redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the disposal of his smoke detector. As clarification, the...
smoke detector in
question is manufactured with 5 micro-curies (µCi) of americium 241. 5
micro-curies equates to .[redacted] curies (Ci). Unless these are
specifically prohibited from disposal in his community, the smoke detector can be
discarded with regular refuse. We searched, but could not find any restrictions
pertaining to this for Clayton or Johnston County. Accordingly, [redacted] may
dispose of this with his regular trash. We thank [redacted] for inquiring as
environmental concerns are very important to us and it is our policy to comply
with all applicable federal, state and local regulations. We appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]
December 12th, 2017
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / David and Cecilia [redacted] Via: Revdex.com Website
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement...
Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
We have reached an amicable resolution in regards to Mrs. [redacted] concern with the cabinet door. I have spoken with Mr. and Mrs. [redacted]. She indicated to me there was nothing further SHIP currently needs to address. SHIP and the member have reached an amicable resolution.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value the G[redacted] as a customer and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x [redacted], or via email at carlos.[redacted]@searshomepro.com.
Sincerely,
Carlos [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted] Via: 1st Class Mail
Complaint: [redacted]
II did not overfill the mower with oil so they have to be lying. If it was overfilled with oil then it is their fault because the instruction manual stated to put the entire container of oil that came with the mower in the box and that is the only oil that was ever put in the mower.
I am rejecting this response because:
Sincerely,
[redacted]
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Christina [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint...
regarding her refrigerator. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears with her concerns with her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] concerns to the appropriate management team for further review. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. After reviewing Ms. [redacted] concerns, the Technical Manager agreed to send a technician to her home to examine the refrigerator at no charge. On October 28, 2016, the technician diagnosed Ms. [redacted] refrigerator as having a failed compressor. He ordered the part and installed it on November 9, 2016. The part and labor were covered under Ms. [redacted] exceptional parts warranty, so she was not charged for the repair. With that said, since we have completed the repair to Ms. [redacted] at no cost, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa Lando Regulatory Complaints Specialist
September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: Megan [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding her dryer. First, we would like to...
apologize to Ms. [redacted] for failing her expectations in regard to the dryer she recently purchased. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon researching Ms. [redacted]’ complaint, we confirmed that the dryer she selected is not available until September 30, 2016. Ms. [redacted] has several options; she can return the washer and dryer for a refund; she can return to the store and reselect; she can wait for the delivery of the replacement dryer; or she can schedule service on the dryer to see if the problem can be easily resolved. If Ms. [redacted] chooses to have the dryer repaired, and the technician corrects the problem, the order for the replacement dryer will be canceled. If Ms. [redacted] wishes to return the washer and dryer, she can contact our delivery department to schedule the pick-up. With that said, if Ms. [redacted] decides to wait for the replacement dryer, we understand that the delay is inconvenient; therefore, we would be willing to provide her with a sales adjustment of $100.00 off of the cost of the washer and dryer. A credit would be applied to Ms. [redacted] MasterCard ending in 3826. If Ms. [redacted] would like to accept the offer of a sales adjustment, she can reply to Melissa.[redacted]@searshc.com. In the interim, since we have explained the options available to Ms. [redacted], we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted]Regulatory Complaints Specialist
March 5, 2018
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Arthur J P[redacted] Dear [redacted]We have completed the investigation of Mr. P[redacted] complaint regarding non receipt of the promised concession at the time of...
delivering his purchased fridge.After reviewing Mr. P[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on February 25, 2018 credits totaling $400.00 were issued back to the original form of payment. Since we were able to confirm that the promised concession that was offered to Mr. P[redacted] was issued accordingly, 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 C[redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Sears' response because on August 31st, Sears provided a technician, fulfilling our service warranty agreement. This technician was able to repair my refrigerator. In the immediate future, I do hope Sears will provide better training of their customer service personnel. I also hope they look at the systems they have in place so that when a technicians is ill, they have coverage options so that these customers do not go to the bottom of the scheduling list.
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Brenda...
Pearson, Sears Home Services, Support Specialist provided the following response: When the technician arrived at Ms. [redacted]’s home he noticed that fill tube was frozen, therefore it needed to be defrosted. After the fill tube was defrosted the technician ran a cycle to ensure that the water/ice maker were properly working. He also explained to Ms. [redacted] how to run a cycle to get rid of any air pockets that could end up in the water line after the filter has been changed. The technician also gave Ms. [redacted] his telephone number and she is supposed to contact him if she has any additional concerns. Since it is our understanding that the unit was operating as designed, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted].[redacted]@searshc.com
July 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator. Upon researching Ms....
[redacted] concerns, we found that she has had several service calls completed, but only one part replaced. The notes from three service orders indicate that her drain was cleared and/or maintenance was performed on her coils; these service calls are not considered as qualifying calls under the terms of her Master Protection Agreement (MPA). Furthermore, our Protection Agreement Department has explained to Ms. [redacted] on more than one occasion as to why her request for a replacement has been denied. In regard toMs. [redacted] allegation of water damage to her floor, she will need to contact our third-party claims administrator, [redacted], to file a damage claim. She can call ([redacted] to open a claim and have a claims examined assigned to investigate the matter. Per our protocol, once a consumer has been assigned a claim number through [redacted], they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Ms. [redacted] issue, regardless of the decision made. With that said, since we have completed the repair to Ms. [redacted] refrigerator according to the terms of her MPA and provided her with the contact information to file a damage claim, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 3, 2017 [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 the [redacted] Mixer order that was...
canceled. We apologize for the delay in responding but we thought we had already sent a response for Ms. [redacted] concerns. The mixer in question was priced incorrectly and it was also out-of-stock. We have standard emails that go out for each type of occurrence when the order is canceled and in this case the email was the one for an out-of-stock item. In either case we would not honor the price, but for a pricing error we do indicate that not only do we cancel all orders but any requests to honor the price will be denied. This helps so that multiple orders are not placed. We apologize that Ms. [redacted] received the wrong email. The terms of our website though do indicate that any orders that involve a pricing error (or any other type of error) will be canceled and that requests to honor the price will be denied. Since the cancelation was in accordance to our posted terms and conditions, 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
October 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Joanna H[redacted] Dear [redacted] We have completed the investigation of Ms. H[redacted] complaint regarding her lease....
First of all, we want to note that [redacted] (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirements. A copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account. Our Lease program is not a finance or lease to own program. Rather[redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five months. Upon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item.” WNLI has reviewed its records and concluded it properly administered the lease. Ms. H[redacted] is at the point in her lease where she may arrange a purchase of the lease property or return the leased items to WNLI. However, WNLI would need to be spoken with in this regard since they administer her lease. In light of the aforementioned information, we have closed our file. We apologize to Ms. H[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 [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Marianne [redacted] Dear Ms. Virghes: We have completed the investigation of Ms. [redacted]’s complaint regarding repairs to her dishwasher. Sears Home Services dispatched two technicians to Ms. [redacted]’s home this morning, February 15, 2017, to repair her dishwasher. It is the contention of our technicians that they cannot remove the dishwasher to repair and reinstall without causing damage to Ms. [redacted]’s countertop. Almost 9 years ago, in June of 2008, Sears did have the dishwasher installed by one of our installation contractors. From looking at a picture of the countertop where the dishwasher attaches, it looks as though the countertop is failing. It is the Sears technicians contention that we cannot uninstall the dishwasher without possibly causing damage to the countertop. We feel it is important to add that per the terms and conditions of the Repair Protection Agreement (RPA) that covers the dishwasher, it states verbatim: SAFETY AND ACCESSIBILITY. In the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable cause. In order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered Product. Failure to comply with these conditions may be cause for cancellation of this Agreement. We would like to add that the technician’s did ask and Ms. [redacted] declined to sign a release, which states verbatim: “In order to repair your appliance, it must be moved. There is a possibility of damage of which you should be made aware. Although we are careful, many floor covering materials in use today are soft, and appliances tend to depress the floor covering and sometimes will adhere to it. Movement can sometimes cause a tear or deep scratches on the flooring. In addition, some built-in appliances become wedged too tightly and are difficult, if not impossible to move without marring the surrounding area. In order to avoid a possible misunderstanding later, please sign this release form below, acknowledging that I discussed this potential with you before moving the appliance” That said we now find ourselves at an impasse with Ms. [redacted]. We are ready and willing to repair the dishwasher but cannot be responsible to damage to her home due to the aforementioned concerns. If Ms. [redacted] would like to cancel her RPA and request a refund, she can contact our Protection Agreement Office at 800-927-7836. Since we cannot move forward, 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 Churchin Regulatory Claims Specialist Sears Holdings Corporation [email protected]
(The consumer indicated he/she ACCEPTED the response from the business.)
Dealing with Laurie [redacted] was amazing. She listened and worked to get resolve my issue. She sent a service man to my house to fix the washer. He also was very pleasant and it took him 5 minutes to replace the part. Sears should have more employees like Laurie and their service would be top notch.
[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 a tool chest purchased from Sears. [redacted] manager...
of the Amherst Sears provided the following response: I have been in contact with Ms. [redacted] since her complaint was received in my office. That being said, I have informed Ms. [redacted] that Sears was working to secure a new tool box from another Sears store. If we are not able to find another unit, we will provide Ms. [redacted] with a comparable tool box. I will be speaking with Ms. [redacted] later in the day on January 3, 2017. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]. Since we have noted our intent to find a replacement tool box or upgrade Ms. [redacted] 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11933726 - Raymond H [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the Sears Home Warranty. Our records show that Mr. [redacted]’s...
Sears Home Warranty was cancelled at his request on January 12, 2017 and he was refunded the full purchase. Since Mr. [redacted]’s Home Warranty was cancelled as requested 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted]@searshc.com
July 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and the delay of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently ordered from sears.com. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, [redacted] Manager for Sears Auto Center number [redacted] attempted to contact Mr. [redacted] by telephone to follow up on his concerns and left a message on 6/28/16, but Mr. [redacted] did not reply. With that having been said, our records indicate that Sears Auto Center installed his new tires on June 8, 2016. Therefore, at this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and his requested resolution has been provided. 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 [redacted]
January 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher repair. ...
It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasher. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Mr. [redacted] appointment was moved up to December 29, 2016. Our records show that the repair to Mr. [redacted] dishwasher was completed on December 29th with the installation of a console. With that said, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his dishwasher, albeit later than expected, 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
June 23, 2016 [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 her recent online order experience...
and request for assembly. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this matter. After reviewing the notes in her order we found that she had previously been in contact with Social Media, Sears’ escalated complaint department. Social Media contacted Icon and arranged to have the merchandise assembled on June 23, 2016. With that said, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. 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 upon. In the interim, since assembly was arranged and we have noted Ms. [redacted] concerns, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: I did not see yhe piss poor job of the setup any sooner, because I didnot attemptto move the bed at any time! If I had taken the bed down and looked under it I would haveswen it, but this bed has about 4 inch clearance from the floor! I would not have known the set up guys did not screw the slats to the frame!
Sincerely,
Tina G[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 repairs to her range. Because we did not have any Sears technicians...
readily available in Ms. [redacted] area, and we did not want to make her wait for service, we routed her service order to one of our authorized service providers in her area. That being said service is scheduled for Friday, February 24, 2017. Once service has been completed we will provide an additional update. 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 Claims Specialist Sears Holdings Corporation [redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the disposal of his smoke detector. As clarification, the...
smoke detector in
question is manufactured with 5 micro-curies (µCi) of americium 241. 5
micro-curies equates to .[redacted] curies (Ci). Unless these are
specifically prohibited from disposal in his community, the smoke detector can be
discarded with regular refuse. We searched, but could not find any restrictions
pertaining to this for Clayton or Johnston County. Accordingly, [redacted] may
dispose of this with his regular trash. We thank [redacted] for inquiring as
environmental concerns are very important to us and it is our policy to comply
with all applicable federal, state and local regulations. We appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]
December 12th, 2017
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / David and Cecilia [redacted] Via: Revdex.com Website
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement...
Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
We have reached an amicable resolution in regards to Mrs. [redacted] concern with the cabinet door. I have spoken with Mr. and Mrs. [redacted]. She indicated to me there was nothing further SHIP currently needs to address. SHIP and the member have reached an amicable resolution.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value the G[redacted] as a customer and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x [redacted], or via email at carlos.[redacted]@searshomepro.com.
Sincerely,
Carlos [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted] Via: 1st Class Mail
Complaint: [redacted]
II did not overfill the mower with oil so they have to be lying. If it was overfilled with oil then it is their fault because the instruction manual stated to put the entire container of oil that came with the mower in the box and that is the only oil that was ever put in the mower.
I am rejecting this response because:
Sincerely,
[redacted]
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Christina [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint...
regarding her refrigerator. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears with her concerns with her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] concerns to the appropriate management team for further review. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. After reviewing Ms. [redacted] concerns, the Technical Manager agreed to send a technician to her home to examine the refrigerator at no charge. On October 28, 2016, the technician diagnosed Ms. [redacted] refrigerator as having a failed compressor. He ordered the part and installed it on November 9, 2016. The part and labor were covered under Ms. [redacted] exceptional parts warranty, so she was not charged for the repair. With that said, since we have completed the repair to Ms. [redacted] at no cost, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa Lando Regulatory Complaints Specialist
September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: Megan [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding her dryer. First, we would like to...
apologize to Ms. [redacted] for failing her expectations in regard to the dryer she recently purchased. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon researching Ms. [redacted]’ complaint, we confirmed that the dryer she selected is not available until September 30, 2016. Ms. [redacted] has several options; she can return the washer and dryer for a refund; she can return to the store and reselect; she can wait for the delivery of the replacement dryer; or she can schedule service on the dryer to see if the problem can be easily resolved. If Ms. [redacted] chooses to have the dryer repaired, and the technician corrects the problem, the order for the replacement dryer will be canceled. If Ms. [redacted] wishes to return the washer and dryer, she can contact our delivery department to schedule the pick-up. With that said, if Ms. [redacted] decides to wait for the replacement dryer, we understand that the delay is inconvenient; therefore, we would be willing to provide her with a sales adjustment of $100.00 off of the cost of the washer and dryer. A credit would be applied to Ms. [redacted] MasterCard ending in 3826. If Ms. [redacted] would like to accept the offer of a sales adjustment, she can reply to Melissa.[redacted]@searshc.com. In the interim, since we have explained the options available to Ms. [redacted], we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted]Regulatory Complaints Specialist
March 5, 2018
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Arthur J P[redacted] Dear [redacted]We have completed the investigation of Mr. P[redacted] complaint regarding non receipt of the promised concession at the time of...
delivering his purchased fridge.After reviewing Mr. P[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on February 25, 2018 credits totaling $400.00 were issued back to the original form of payment. Since we were able to confirm that the promised concession that was offered to Mr. P[redacted] was issued accordingly, 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 C[redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Sears' response because on August 31st, Sears provided a technician, fulfilling our service warranty agreement. This technician was able to repair my refrigerator. In the immediate future, I do hope Sears will provide better training of their customer service personnel. I also hope they look at the systems they have in place so that when a technicians is ill, they have coverage options so that these customers do not go to the bottom of the scheduling list.
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Brenda...
Pearson, Sears Home Services, Support Specialist provided the following response: When the technician arrived at Ms. [redacted]’s home he noticed that fill tube was frozen, therefore it needed to be defrosted. After the fill tube was defrosted the technician ran a cycle to ensure that the water/ice maker were properly working. He also explained to Ms. [redacted] how to run a cycle to get rid of any air pockets that could end up in the water line after the filter has been changed. The technician also gave Ms. [redacted] his telephone number and she is supposed to contact him if she has any additional concerns. Since it is our understanding that the unit was operating as designed, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted].[redacted]@searshc.com
July 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator. Upon researching Ms....
[redacted] concerns, we found that she has had several service calls completed, but only one part replaced. The notes from three service orders indicate that her drain was cleared and/or maintenance was performed on her coils; these service calls are not considered as qualifying calls under the terms of her Master Protection Agreement (MPA). Furthermore, our Protection Agreement Department has explained to Ms. [redacted] on more than one occasion as to why her request for a replacement has been denied. In regard toMs. [redacted] allegation of water damage to her floor, she will need to contact our third-party claims administrator, [redacted], to file a damage claim. She can call ([redacted] to open a claim and have a claims examined assigned to investigate the matter. Per our protocol, once a consumer has been assigned a claim number through [redacted], they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Ms. [redacted] issue, regardless of the decision made. With that said, since we have completed the repair to Ms. [redacted] refrigerator according to the terms of her MPA and provided her with the contact information to file a damage claim, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 3, 2017 [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 the [redacted] Mixer order that was...
canceled. We apologize for the delay in responding but we thought we had already sent a response for Ms. [redacted] concerns. The mixer in question was priced incorrectly and it was also out-of-stock. We have standard emails that go out for each type of occurrence when the order is canceled and in this case the email was the one for an out-of-stock item. In either case we would not honor the price, but for a pricing error we do indicate that not only do we cancel all orders but any requests to honor the price will be denied. This helps so that multiple orders are not placed. We apologize that Ms. [redacted] received the wrong email. The terms of our website though do indicate that any orders that involve a pricing error (or any other type of error) will be canceled and that requests to honor the price will be denied. Since the cancelation was in accordance to our posted terms and conditions, 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
October 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Joanna H[redacted] Dear [redacted] We have completed the investigation of Ms. H[redacted] complaint regarding her lease....
First of all, we want to note that [redacted] (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirements. A copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account. Our Lease program is not a finance or lease to own program. Rather[redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five months. Upon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item.” WNLI has reviewed its records and concluded it properly administered the lease. Ms. H[redacted] is at the point in her lease where she may arrange a purchase of the lease property or return the leased items to WNLI. However, WNLI would need to be spoken with in this regard since they administer her lease. In light of the aforementioned information, we have closed our file. We apologize to Ms. H[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 [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Marianne [redacted] Dear Ms. Virghes: We have completed the investigation of Ms. [redacted]’s complaint regarding repairs to her dishwasher. Sears Home Services dispatched two technicians to Ms. [redacted]’s home this morning, February 15, 2017, to repair her dishwasher. It is the contention of our technicians that they cannot remove the dishwasher to repair and reinstall without causing damage to Ms. [redacted]’s countertop. Almost 9 years ago, in June of 2008, Sears did have the dishwasher installed by one of our installation contractors. From looking at a picture of the countertop where the dishwasher attaches, it looks as though the countertop is failing. It is the Sears technicians contention that we cannot uninstall the dishwasher without possibly causing damage to the countertop. We feel it is important to add that per the terms and conditions of the Repair Protection Agreement (RPA) that covers the dishwasher, it states verbatim: SAFETY AND ACCESSIBILITY. In the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable cause. In order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered Product. Failure to comply with these conditions may be cause for cancellation of this Agreement. We would like to add that the technician’s did ask and Ms. [redacted] declined to sign a release, which states verbatim: “In order to repair your appliance, it must be moved. There is a possibility of damage of which you should be made aware. Although we are careful, many floor covering materials in use today are soft, and appliances tend to depress the floor covering and sometimes will adhere to it. Movement can sometimes cause a tear or deep scratches on the flooring. In addition, some built-in appliances become wedged too tightly and are difficult, if not impossible to move without marring the surrounding area. In order to avoid a possible misunderstanding later, please sign this release form below, acknowledging that I discussed this potential with you before moving the appliance” That said we now find ourselves at an impasse with Ms. [redacted]. We are ready and willing to repair the dishwasher but cannot be responsible to damage to her home due to the aforementioned concerns. If Ms. [redacted] would like to cancel her RPA and request a refund, she can contact our Protection Agreement Office at 800-927-7836. Since we cannot move forward, 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 Churchin Regulatory Claims Specialist Sears Holdings Corporation [email protected]
(The consumer indicated he/she ACCEPTED the response from the business.)
Dealing with Laurie [redacted] was amazing. She listened and worked to get resolve my issue. She sent a service man to my house to fix the washer. He also was very pleasant and it took him 5 minutes to replace the part. Sears should have more employees like Laurie and their service would be top notch.
[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 a tool chest purchased from Sears. [redacted] manager...
of the Amherst Sears provided the following response: I have been in contact with Ms. [redacted] since her complaint was received in my office. That being said, I have informed Ms. [redacted] that Sears was working to secure a new tool box from another Sears store. If we are not able to find another unit, we will provide Ms. [redacted] with a comparable tool box. I will be speaking with Ms. [redacted] later in the day on January 3, 2017. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]. Since we have noted our intent to find a replacement tool box or upgrade Ms. [redacted] 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]