December 20, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Eric M. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with...
the delay of his refrigerator repair. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently scheduled a repair for his refrigerator. We value Mr. [redacted]’s patronage and can understand his frustration with the events he detailed in his complaint. Due to the many scenarios that can occur within a diagnosis and repair, manufacturer’s warranties and Sears Protection Agreements do not make any promise that service will be provided within a certain time frame or date. However, some Sears Protection Agreements do offer reimbursement for food loss and/or rental reimbursement in instances in which a consumer may be without their appliance for an extended period. It may also be important to note that manufacturer’s warranties offer replacement only in the instance that an item cannot be repaired, whereas some Sears Protection Agreements state a replacement will be offered after a specific number of repair attempts or part replacements. Unfortunately, Mr. [redacted] did not purchase a Sears Protection Agreement. Therefore, we were unable to offer the assistance one would provide. With this having been said, our records indicate that Sears provided Mr. [redacted] with a replacement refrigerator, and repaired the door and gasket on November 1, 2017. As a goodwill gesture, we would be willing to purchase one year of Sears Protection Agreement coverage for Mr. [redacted]’s refrigerator. If he would like to accept this offer he may contact Regulatory Complaint Specialist Nicki [redacted] directly at [redacted] within thirty days from the date of this letter. Since we have provided services appropriate to the terms of the manufacturer’s warranty for Mr. [redacted]’s refrigerator and proposed and equitable resolution to his current complaint, we have closed our file pending his response. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 800-762-3049 Ext. 87741
Initial Business Response /* (1000, 8, 2015/07/23) */
July 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr.[redacted] complaint...
regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician.
We apologize that Mr.[redacted] refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option.
Upon receipt of Mr.[redacted] complaint, we reached out to [redacted] Technical Manager for Unit 8181, to assist with Mr.[redacted] concerns. On July 16, 2015 Mr. [redacted] contacted Mrs.[redacted] and reviewed the service information. Due to the inconvenience, Mr. [redacted] offered to refund the service charges on the refrigerator and Mrs.[redacted] accepted the offer. On July 16, 2015 we issued a credit of $290.00 to Mr.[redacted]. He should receive the bank check within 7-10 business days. Since we have addressed the issues brought forth in Mr.[redacted] complaint, we have closed our file.
Again, 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 Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 10, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Due to the fact that I have NOT received a refund, this complaint/file is not closed.
Personally, I don't see an issue with expecting a refrigerator to last more than four years. [redacted] states the potential always exists for a product to fail; however, according to the Sears repairman that came to our house, we shouldn't expect our refrigerator to last longer than four years. We are not referring to a refrigerator that failed after twenty years but one that failed after less than four. I would greatly appreciate if [redacted] wouldn't pass [redacted] on to the customer but accept that possibly the quality of merchandise isn't as high as Sears is selling it to be.
That being said, my complaint was primarily geared towards the awful customer service that I received and am still receiving. On July 16th, I did receive a message from[redacted] In the voicemail message he stated he would like to offer me a refund and would like to further discuss our complaint. He left his cell phone number and requested I return his call. I attempted to return his call several times but never received an answer, the voicemail was full and I was unable to leave a message. After several attempts to call[redacted] we had to reach out to [redacted] to request[redacted]call us again. [redacted]did call us a second time and informed me that he had issued a credit to our credit card after speaking to my wife. My wife has NEVER spoken to[redacted]waited on the phone as I checked for a credit to my credit card. I informed him that no credit had been issued. He said he would check into it and call me back. I have not heard back from[redacted] states that we would receive a bank check within 7 - 10 business days (why did[redacted]tell us it would be a credit to the card used during purchase?). To date, I have NOT received a refund.
Final Business Response /* (4000, 12, 2015/08/11) */
August 11, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr.[redacted] rebuttal to our response regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician.
As previously stated, Mr. [redacted] offered to refund the labor charges to Mr.[redacted]. Mr. [redacted] informed Mr.[redacted] that the refund would be issued to his credit card, which is standard procedure as long as the credit card information is still within our system. However, for security purposes, our system will remove all credit card information after a few weeks. Once the credit card is no longer available, refunds are issued via a bank check.
When Mr.[redacted] responded that he had not received the refund, we investigated and discovered that that the request for the refund was submitted. Regrettably, due to a system issue the process was not completed. On August 5, 2015, the request was resubmitted for the refund to be processed. We received confirmation that the refund check of $290.00 was issued on August 10, 2015 (check [redacted] Mr.[redacted] should receive the check within 10 business days.
Although Mr.[redacted] would prefer us to keep his case open until he receives the refund check, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Mr.[redacted] has our written commitment that he will receive the $290 refund which was sent via regular mail, so 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 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
XXX-XXX-XXXX
[redacted]@searshc.com
Final Consumer Response /* (2000, 14, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We finally received our check yesterday, August 20th. I'm not sure why the Revdex.com would close a case before it was resolved. Sears may have given us their word; however, Sears broke their word time-after-time during this whole ordeal. We are very disappointed with the Sears product and customer service. As much as we appreciate the refund, we will no longer be doing business with Sears.
December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887148 – Kristen
[redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the initial diagnosis and repair on her...
washer and the subsequent
assessment that involved a different problem.As clarification, Ms. [redacted] is no longer covered
under her full one year warranty but she did have a 10 year exceptional parts warranty
on the tub. We would note though that the warranty makes it clear that while
the part is covered, the labor would be at the customer’s expense after the
first year. So while the first repair may not have corrected the issue, the
labor collected on that repair was only $139.00 plus tax, while the replacement
of the tub has a cost of $162.00. While we would not have charged the
difference, since the initial labor fee came with a 90-day repair guarantee, it
does mean that Ms. [redacted] was not entitled to receive a refund for the first
charge that she paid.With that said, our customer support group provided Ms.
[redacted] with a refund as a courtesy. This was processed on November 20, 2015,
as a mailed bank check for $150.29. These normally arrive within about 1-2
weeks so it is likely she has received this check by now or will receive it
shortly. In the interim, since we have explained what the coverage was for the
labor charge and yet refunded Ms. [redacted] anyway, 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: Sears did not provide service to me in a timely manner under my warranty.
Sincerely,
[redacted]
January 27, 2017
[redacted]
[redacted]
Our File No: [redacted] Revdex.com File No: [redacted] Via: 2 day/[redacted] Signature Required
Dear Members,
This serves as a response to your concern listed above, pertaining to your sink issues in regards to...
the installation completed in 2013, not 2015. Per the Cabinet Refacing and Sink contract, ‘Good’ is listed as your product choice which is a one year workmanship warranty. Please be advised the original workmanship warranty is expired at this time. Additionally, we came to an amicable settlement agreement regarding the sink concerns in 2013. The 2013 agreement makes this matter mute and irrelevant. I have enclosed a copy of the documents for reference.
You wrote the Revdex.com on 1/10/16. We successfully completed an inspection on 1/12/2016. I received the complaint on 1/25/2016. I immediately contacted the Los Angeles office and reviewed our inspection report. We have determined that the sink issue is neither an installation nor a product issue. It is a normal wear and tear as the sink was installed 5 years ago. Additionally, SHIP is not responsible for the garbage disposal as it was not contracted nor did we install the garbage disposal. You can contact any local plumber, electrician or kitchen contractor to make the minor repairs, at your convenience. We apologize for any misunderstandings or inconveniences you may have had experienced.
At this time, I am respectfully closing my file. On behalf of SHIP, please know that we value you as customer and appreciate your patronage. 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: Revdex.com
Contact Name and Title: MELISSA [redacted]
August 20, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Ahmed [redacted] - # 9456[redacted]
Dear Ms. [redacted]:
We have completed our investigation Mr. [redacted] rebuttal to our previous response.
After forwarding Mr. [redacted] follow-up concerns to the local office, they proposed a new settlement offer, which Mr. [redacted] reluctantly accepted. Additionally, Mr. [redacted] has emailed the signed release and should see a credit for $1,080.00 post to his account within the next 28 days. With that said, we ask that this matter be closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
July 25, 2016 [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 the...
charge for a recent service call on his oven/microwave and his request for a refund. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his oven/microwave was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $95.00. The call taker explained that regardless of whether the repair estimate is accepted, a fee is due. Although we are within our rights to decline Mr. [redacted] request for a refund, we have processed a credit request in the amount of $95.00 as a one-time customer courtesy. The credit was requested on July 25, 2016, so Mr. [redacted] can expect to see it post to his [redacted] account ending in [redacted] in approximately five to seven business days from this date. With that said, since we are providing Mr. [redacted] with his requested resolution, we ask to have this matter closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11021801, and find that this resolution is satisfactory to me.
Sincerely,
Alescha [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,
Francis [redacted]
February 14, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: William A. [redacted] - # [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Carpet Cleaning....
Upon researching Mr. [redacted] complaint, we found that his concerns were previously investigated by our escalated customer service group, Executive Member Services (EMS). EMS forwarded the matter to Sears Carpet Cleaning, who subsequently advised that a refund would not be provided. As clarification, the guarantee allows for a follow-up inspection and cleaning; Sears must be permitted to remedy any outstanding concerns. Unfortunately, when Mr. [redacted] had his carpets re-cleaned by another service provider, he voided the guarantee and thereby, forfeited any chance for a refund. As this decision is final and commensurate to the terms of Sears Satisfaction Guarantee, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, Melissa [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 Ms. [redacted] rebuttal regarding Sears Home Services and repairs to her washer. We have a service...
call scheduled to have a technician verify Ms. [redacted] concerns on July 19, 2016. Once the service call has been completed, we will provide an additional update. Although Ms. [redacted] would prefer us to keep her case open until she feels her washer is working as designed, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Ms. [redacted] has our written commitment to repair the washer as called for in the terms and conditions of the protection agreement covering the washer. Therefore we feel that keeping this case open during the interim is unwarranted and we ask respectfully request that this matter remain 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]
May 12, 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 her dissatisfaction with the...
delivery of a pool table she ordered from sears.com . It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our delivery department, [redacted] Solutions, attempted to reach Ms. [redacted]i on May 11, 2017, to confirm her address for a check refund of our $69.99 delivery fee. Ms. [redacted]i may return their call at [redacted] Once [redacted] Solutions has spoken with Ms. [redacted]i, a check will be mailed we have sent an email directly to her within fifteen business days. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better 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 Ms. [redacted] comments and an equitable resolution has been proposed. 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the additional offer of $75, in addition to the $25 check that I have already received. This will total $100, when I receive the additional check. This is reasonable and what I was promised in the beginning, and...
therefore accept on the condition that I receive the additional $75.
Thank you Revdex.com for a job well done.
James E [redacted]
Complaint: [redacted]
I am rejecting this response because:1. Your representatives at Sears Auto Center admitted their mistakes, apologized to me and my wife, but lied to your claims adjuster. Additionally, Sears instructed me to take my vehicle to Tameron Honda to repair what they could not repair. Tameron Honda provided documentation stated that Sears tore a cord, provided evidence, and a written statement. Still your claims department denied this portion of the claim. I will be filing suit in Small Claims Court. I would accept any denial...if your representatives didn't LIE.
Sincerely,
Larry [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service on her refrigerator. On receipt of...
Ms. [redacted] complaint, we found that she had been authorized for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA). Ms. [redacted] confirmed the new refrigerator was delivered on July 25, 2016 to her new address of [redacted]. We are currently setting up the pickup of her old refrigerator from her address [redacted] Since we have replaced Ms. [redacted] refrigerator and only need to complete the removal of her old refrigerator and as 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 to Ms. [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]
July 14, 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 request for a refund of the diagnostic...
fee. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his tractor was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $96.00. Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $96.00.” This does not mean that the trip charge is refunded when the repair is completed. It simply means that the diagnostic fee is incorporated into the labor cost and is not a separate fee. We apologize for any misunderstanding regarding the trip charge but Mr. [redacted] is not entitled to a refund. With that said, since Mr. [redacted] was previously offered $40.00 in Shop Your Way Reward points, but declined, we are willing to issue a $40.00 credit to Mr. [redacted] account as an alternative resolution. If Mr. [redacted] would like to accept this offer, he may send an email to [redacted] In the interim, since we explained why we are unable to honor Mr. [redacted] request, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 20, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the diagnostic fee he...
paid in advance only to be told that parts were no longer available to repair his pressure washer. As clarification, the store associates are not technicians and would not have any information regarding how to repair the pressure washer and what parts may or may not be needed or if those parts are available. We do not know if there will be an issue with the availability of parts until the item can be diagnosed and any parts needed can be researched. By that time we have already invested time in checking the item in, shipping it to our facility, having it examined by our technician, and then the expense of sending it back to the store after finding parts were not available. With any older items that could always be a possibility and if the consumer does not want to have to be responsible for the charges that are just designed to cover our own expenses, then they could choose to not send the item in for repair. With that said, as a one-time courtesy, we are willing to refund Mr. [redacted] but we would need him to contact us to provide us with 6 digits from his 16 digit Visa account number ending in [redacted]. The specific numbers we need are represented by X’s in this example[redacted]. He is welcome to call or email me to provide that information and once we receive it a refund for $50.00 will be issued back to his card. In the interim, since we are willing to provide Mr. [redacted] with a refund even though the charges we collected our valid and were agreed to when the item was dropped off for repair, we have closed our file. We apologize to Mr. Heidtman 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 ComplaintsDirect Line: [redacted]Email: Dana.[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.
Should the promised gift card not arrive in the timeframe provided, I will be doubly sure to reference this complaint in future communications.
Sincerely,
[redacted]
July 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Raymond F [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with service provided for the...
installation of his dishwasher and the problems he encountered with delivery of a replacement dishwasher.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Mr. [redacted]'s complaint, we researched his replacement order and discovered that it was ordered. Regrettably, we failed to order the replacement with installation so the dishwasher was delivered to our warehouse, but an installation contractor was never assigned. On July 15, 2015 we reached out to our Installation Process Team to assist and installation was ordered at no charge for the warranty exchange. On July 16, 2015 Mr. [redacted] confirmed that he was contacted by our install scheduler. Our records indicate that the dishwasher was delivered and installed on July 17, 2015. Since we have addressed the issues brought forth in Mr. [redacted]'s complaint, we have closed our file.
Again, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda.[redacted]@searshc.com
December 20, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Eric M. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with...
the delay of his refrigerator repair. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently scheduled a repair for his refrigerator. We value Mr. [redacted]’s patronage and can understand his frustration with the events he detailed in his complaint. Due to the many scenarios that can occur within a diagnosis and repair, manufacturer’s warranties and Sears Protection Agreements do not make any promise that service will be provided within a certain time frame or date. However, some Sears Protection Agreements do offer reimbursement for food loss and/or rental reimbursement in instances in which a consumer may be without their appliance for an extended period. It may also be important to note that manufacturer’s warranties offer replacement only in the instance that an item cannot be repaired, whereas some Sears Protection Agreements state a replacement will be offered after a specific number of repair attempts or part replacements. Unfortunately, Mr. [redacted] did not purchase a Sears Protection Agreement. Therefore, we were unable to offer the assistance one would provide. With this having been said, our records indicate that Sears provided Mr. [redacted] with a replacement refrigerator, and repaired the door and gasket on November 1, 2017. As a goodwill gesture, we would be willing to purchase one year of Sears Protection Agreement coverage for Mr. [redacted]’s refrigerator. If he would like to accept this offer he may contact Regulatory Complaint Specialist Nicki [redacted] directly at [redacted] within thirty days from the date of this letter. Since we have provided services appropriate to the terms of the manufacturer’s warranty for Mr. [redacted]’s refrigerator and proposed and equitable resolution to his current complaint, we have closed our file pending his response. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 800-762-3049 Ext. 87741
Initial Business Response /* (1000, 8, 2015/07/23) */
July 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr.[redacted] complaint...
regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician.
We apologize that Mr.[redacted] refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option.
Upon receipt of Mr.[redacted] complaint, we reached out to [redacted] Technical Manager for Unit 8181, to assist with Mr.[redacted] concerns. On July 16, 2015 Mr. [redacted] contacted Mrs.[redacted] and reviewed the service information. Due to the inconvenience, Mr. [redacted] offered to refund the service charges on the refrigerator and Mrs.[redacted] accepted the offer. On July 16, 2015 we issued a credit of $290.00 to Mr.[redacted]. He should receive the bank check within 7-10 business days. Since we have addressed the issues brought forth in Mr.[redacted] complaint, we have closed our file.
Again, 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 Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 10, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Due to the fact that I have NOT received a refund, this complaint/file is not closed.
Personally, I don't see an issue with expecting a refrigerator to last more than four years. [redacted] states the potential always exists for a product to fail; however, according to the Sears repairman that came to our house, we shouldn't expect our refrigerator to last longer than four years. We are not referring to a refrigerator that failed after twenty years but one that failed after less than four. I would greatly appreciate if [redacted] wouldn't pass [redacted] on to the customer but accept that possibly the quality of merchandise isn't as high as Sears is selling it to be.
That being said, my complaint was primarily geared towards the awful customer service that I received and am still receiving. On July 16th, I did receive a message from[redacted] In the voicemail message he stated he would like to offer me a refund and would like to further discuss our complaint. He left his cell phone number and requested I return his call. I attempted to return his call several times but never received an answer, the voicemail was full and I was unable to leave a message. After several attempts to call[redacted] we had to reach out to [redacted] to request[redacted]call us again. [redacted]did call us a second time and informed me that he had issued a credit to our credit card after speaking to my wife. My wife has NEVER spoken to[redacted]waited on the phone as I checked for a credit to my credit card. I informed him that no credit had been issued. He said he would check into it and call me back. I have not heard back from[redacted] states that we would receive a bank check within 7 - 10 business days (why did[redacted]tell us it would be a credit to the card used during purchase?). To date, I have NOT received a refund.
Final Business Response /* (4000, 12, 2015/08/11) */
August 11, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr.[redacted] rebuttal to our response regarding his dissatisfaction that his refrigerator failed sooner than he expected and the service provided by our technician.
As previously stated, Mr. [redacted] offered to refund the labor charges to Mr.[redacted]. Mr. [redacted] informed Mr.[redacted] that the refund would be issued to his credit card, which is standard procedure as long as the credit card information is still within our system. However, for security purposes, our system will remove all credit card information after a few weeks. Once the credit card is no longer available, refunds are issued via a bank check.
When Mr.[redacted] responded that he had not received the refund, we investigated and discovered that that the request for the refund was submitted. Regrettably, due to a system issue the process was not completed. On August 5, 2015, the request was resubmitted for the refund to be processed. We received confirmation that the refund check of $290.00 was issued on August 10, 2015 (check [redacted] Mr.[redacted] should receive the check within 10 business days.
Although Mr.[redacted] would prefer us to keep his case open until he receives the refund check, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Mr.[redacted] has our written commitment that he will receive the $290 refund which was sent via regular mail, so 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 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
XXX-XXX-XXXX
[redacted]@searshc.com
Final Consumer Response /* (2000, 14, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We finally received our check yesterday, August 20th. I'm not sure why the Revdex.com would close a case before it was resolved. Sears may have given us their word; however, Sears broke their word time-after-time during this whole ordeal. We are very disappointed with the Sears product and customer service. As much as we appreciate the refund, we will no longer be doing business with Sears.
December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887148 – Kristen
[redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the initial diagnosis and repair on her...
washer and the subsequent
assessment that involved a different problem.As clarification, Ms. [redacted] is no longer covered
under her full one year warranty but she did have a 10 year exceptional parts warranty
on the tub. We would note though that the warranty makes it clear that while
the part is covered, the labor would be at the customer’s expense after the
first year. So while the first repair may not have corrected the issue, the
labor collected on that repair was only $139.00 plus tax, while the replacement
of the tub has a cost of $162.00. While we would not have charged the
difference, since the initial labor fee came with a 90-day repair guarantee, it
does mean that Ms. [redacted] was not entitled to receive a refund for the first
charge that she paid.With that said, our customer support group provided Ms.
[redacted] with a refund as a courtesy. This was processed on November 20, 2015,
as a mailed bank check for $150.29. These normally arrive within about 1-2
weeks so it is likely she has received this check by now or will receive it
shortly. In the interim, since we have explained what the coverage was for the
labor charge and yet refunded Ms. [redacted] anyway, 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: Sears did not provide service to me in a timely manner under my warranty.
Sincerely,
[redacted]
January 27, 2017
[redacted]
[redacted]
Our File No: [redacted] Revdex.com File No: [redacted] Via: 2 day/[redacted] Signature Required
Dear Members,
This serves as a response to your concern listed above, pertaining to your sink issues in regards to...
the installation completed in 2013, not 2015. Per the Cabinet Refacing and Sink contract, ‘Good’ is listed as your product choice which is a one year workmanship warranty. Please be advised the original workmanship warranty is expired at this time. Additionally, we came to an amicable settlement agreement regarding the sink concerns in 2013. The 2013 agreement makes this matter mute and irrelevant. I have enclosed a copy of the documents for reference.
You wrote the Revdex.com on 1/10/16. We successfully completed an inspection on 1/12/2016. I received the complaint on 1/25/2016. I immediately contacted the Los Angeles office and reviewed our inspection report. We have determined that the sink issue is neither an installation nor a product issue. It is a normal wear and tear as the sink was installed 5 years ago. Additionally, SHIP is not responsible for the garbage disposal as it was not contracted nor did we install the garbage disposal. You can contact any local plumber, electrician or kitchen contractor to make the minor repairs, at your convenience. We apologize for any misunderstandings or inconveniences you may have had experienced.
At this time, I am respectfully closing my file. On behalf of SHIP, please know that we value you as customer and appreciate your patronage. 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: Revdex.com
Contact Name and Title: MELISSA [redacted]
August 20, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Ahmed [redacted] - # 9456[redacted]
Dear Ms. [redacted]:
We have completed our investigation Mr. [redacted] rebuttal to our previous response.
After forwarding Mr. [redacted] follow-up concerns to the local office, they proposed a new settlement offer, which Mr. [redacted] reluctantly accepted. Additionally, Mr. [redacted] has emailed the signed release and should see a credit for $1,080.00 post to his account within the next 28 days. With that said, we ask that this matter be closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
July 25, 2016 [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 the...
charge for a recent service call on his oven/microwave and his request for a refund. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his oven/microwave was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $95.00. The call taker explained that regardless of whether the repair estimate is accepted, a fee is due. Although we are within our rights to decline Mr. [redacted] request for a refund, we have processed a credit request in the amount of $95.00 as a one-time customer courtesy. The credit was requested on July 25, 2016, so Mr. [redacted] can expect to see it post to his [redacted] account ending in [redacted] in approximately five to seven business days from this date. With that said, since we are providing Mr. [redacted] with his requested resolution, we ask to have this matter closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11021801, and find that this resolution is satisfactory to me.
Sincerely,
Alescha [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,
Francis [redacted]
February 14, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: William A. [redacted] - # [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Carpet Cleaning....
Upon researching Mr. [redacted] complaint, we found that his concerns were previously investigated by our escalated customer service group, Executive Member Services (EMS). EMS forwarded the matter to Sears Carpet Cleaning, who subsequently advised that a refund would not be provided. As clarification, the guarantee allows for a follow-up inspection and cleaning; Sears must be permitted to remedy any outstanding concerns. Unfortunately, when Mr. [redacted] had his carpets re-cleaned by another service provider, he voided the guarantee and thereby, forfeited any chance for a refund. As this decision is final and commensurate to the terms of Sears Satisfaction Guarantee, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, Melissa [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 Ms. [redacted] rebuttal regarding Sears Home Services and repairs to her washer. We have a service...
call scheduled to have a technician verify Ms. [redacted] concerns on July 19, 2016. Once the service call has been completed, we will provide an additional update. Although Ms. [redacted] would prefer us to keep her case open until she feels her washer is working as designed, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Ms. [redacted] has our written commitment to repair the washer as called for in the terms and conditions of the protection agreement covering the washer. Therefore we feel that keeping this case open during the interim is unwarranted and we ask respectfully request that this matter remain 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]
May 12, 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 her dissatisfaction with the...
delivery of a pool table she ordered from sears.com . It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our delivery department, [redacted] Solutions, attempted to reach Ms. [redacted]i on May 11, 2017, to confirm her address for a check refund of our $69.99 delivery fee. Ms. [redacted]i may return their call at [redacted] Once [redacted] Solutions has spoken with Ms. [redacted]i, a check will be mailed we have sent an email directly to her within fifteen business days. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better 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 Ms. [redacted] comments and an equitable resolution has been proposed. 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the additional offer of $75, in addition to the $25 check that I have already received. This will total $100, when I receive the additional check. This is reasonable and what I was promised in the beginning, and...
therefore accept on the condition that I receive the additional $75.
Thank you Revdex.com for a job well done.
James E [redacted]
Complaint: [redacted]
I am rejecting this response because:1. Your representatives at Sears Auto Center admitted their mistakes, apologized to me and my wife, but lied to your claims adjuster. Additionally, Sears instructed me to take my vehicle to Tameron Honda to repair what they could not repair. Tameron Honda provided documentation stated that Sears tore a cord, provided evidence, and a written statement. Still your claims department denied this portion of the claim. I will be filing suit in Small Claims Court. I would accept any denial...if your representatives didn't LIE.
Sincerely,
Larry [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service on her refrigerator. On receipt of...
Ms. [redacted] complaint, we found that she had been authorized for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA). Ms. [redacted] confirmed the new refrigerator was delivered on July 25, 2016 to her new address of [redacted]. We are currently setting up the pickup of her old refrigerator from her address [redacted] Since we have replaced Ms. [redacted] refrigerator and only need to complete the removal of her old refrigerator and as 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 to Ms. [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]
July 14, 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 request for a refund of the diagnostic...
fee. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his tractor was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $96.00. Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $96.00.” This does not mean that the trip charge is refunded when the repair is completed. It simply means that the diagnostic fee is incorporated into the labor cost and is not a separate fee. We apologize for any misunderstanding regarding the trip charge but Mr. [redacted] is not entitled to a refund. With that said, since Mr. [redacted] was previously offered $40.00 in Shop Your Way Reward points, but declined, we are willing to issue a $40.00 credit to Mr. [redacted] account as an alternative resolution. If Mr. [redacted] would like to accept this offer, he may send an email to [redacted] In the interim, since we explained why we are unable to honor Mr. [redacted] request, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 20, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the diagnostic fee he...
paid in advance only to be told that parts were no longer available to repair his pressure washer. As clarification, the store associates are not technicians and would not have any information regarding how to repair the pressure washer and what parts may or may not be needed or if those parts are available. We do not know if there will be an issue with the availability of parts until the item can be diagnosed and any parts needed can be researched. By that time we have already invested time in checking the item in, shipping it to our facility, having it examined by our technician, and then the expense of sending it back to the store after finding parts were not available. With any older items that could always be a possibility and if the consumer does not want to have to be responsible for the charges that are just designed to cover our own expenses, then they could choose to not send the item in for repair. With that said, as a one-time courtesy, we are willing to refund Mr. [redacted] but we would need him to contact us to provide us with 6 digits from his 16 digit Visa account number ending in [redacted]. The specific numbers we need are represented by X’s in this example[redacted]. He is welcome to call or email me to provide that information and once we receive it a refund for $50.00 will be issued back to his card. In the interim, since we are willing to provide Mr. [redacted] with a refund even though the charges we collected our valid and were agreed to when the item was dropped off for repair, we have closed our file. We apologize to Mr. Heidtman 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 ComplaintsDirect Line: [redacted]Email: Dana.[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.
Should the promised gift card not arrive in the timeframe provided, I will be doubly sure to reference this complaint in future communications.
Sincerely,
[redacted]
July 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Raymond F [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with service provided for the...
installation of his dishwasher and the problems he encountered with delivery of a replacement dishwasher.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Mr. [redacted]'s complaint, we researched his replacement order and discovered that it was ordered. Regrettably, we failed to order the replacement with installation so the dishwasher was delivered to our warehouse, but an installation contractor was never assigned. On July 15, 2015 we reached out to our Installation Process Team to assist and installation was ordered at no charge for the warranty exchange. On July 16, 2015 Mr. [redacted] confirmed that he was contacted by our install scheduler. Our records indicate that the dishwasher was delivered and installed on July 17, 2015. Since we have addressed the issues brought forth in Mr. [redacted]'s complaint, we have closed our file.
Again, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
we now have the new air conditioner. Thank you for all your help.