May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his...
inability to use a recent promotion. We have a strict policy of making one allowance for a member if they fail to use surprise or bonus points before they expire as a courtesy. This was already done once before in Mr. [redacted] case and we feel this must be what he was thinking of. We appreciate Mr. [redacted] patronage and we realize that he says he had health issues that kept him from using the point in question. However, we strive to be fair and consistent with our consumers; therefore, we cannot make another exception and our records do not indicate that this was promised to him again. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the multiple repairs of...
her washer.
We have received Ms. [redacted] complaint and apologize for the numerous repairs that she has had on her washer. We would like to note that Ms. [redacted] had repair on May 21, 2016 where it was determined that the valves in her washer were bad. She declined the repair. That being said, because we have addressed Ms. [redacted] complaint, we respectfully request 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.
November 7, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Margaret [redacted] Via: Revdex.com website
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement Products, Inc. (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.
Pursuant to Mrs. [redacted] HVAC concerns and included with her copy of this letter I have enclosed a check for the ceiling repair estimate.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mrs. Frontera as a customer and apologize for any frustrations or inconveniences she might have experienced. If you have any questions or concerns, please contact me directly at 407-551-5566 or via email at [email protected].
Sincerely,
Rogelia Powell
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. Frontera Enclosures (3)
December 19, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Patricia [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding her recent purchase of a fridge.After reviewing Ms. [redacted]...
complaint and our records, we contacted the selling store manager and were informed that a new fridge was ordered for Ms. [redacted]. It is our understanding that the fridge that Ms. [redacted] selected had to be ordered out of our Richmond warehouse, which is over 50 miles from our selling store. The delivery fee was waived for Ms. [redacted]. In addition, the store upgraded Ms. [redacted] to a more costly fridge and discounted $200.00 off. As far the request, we cannot honor her request. Since Ms. [redacted] fridge was upgraded and replaced, we have closed our filed.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905 imx integrated member experience
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Francis [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Barbara...
Phillips, Sears Home Services Support Specialist provided the following response: Sears Home Services records indicate that we dispatched a technician to Ms. [redacted]’s home to diagnose her complaint that her refrigerator/freezer was not cooling. The technician arrived at the home on September 20, 2016 and found the interior temperatures proper. The unit was operating as designed. There were no parts used and the call was closed. Ms. [redacted] feels her refrigerator will fail and she would like it to be replaced. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the Repair Protection Agreement covering her refrigerator, a covered item is eligible to be replaced once it has been deemed unable to be repaired. Since we have not found any problems with the refrigerator, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Alissa [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms[redacted] complaint regarding the plumbing service under her Sears Home Warranty....
We apologize for the delay in responding to this complaint. We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to complete our research. In the interim, should Ms. [redacted] have any questions, she may contact me directly at 512-248-7793. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his home air conditioning system. ...
Sears Service Contracts Office has approved the replacement of Mr. [redacted] home air conditioning system. Mr. [redacted] from our Sears Service Contracts Office informed Mr. [redacted] of the approval on Thursday, May 12, 2016. Additionally, Mr. [redacted] informed Mr. [redacted] that his case has been assigned to a case manager who will be contacting him to discuss the next steps in the replacement process. [redacted] will be assisting Mr. [redacted] and he can be reached at [redacted]. Since the process is moving forward and is not being addressed by Sears Home Improvement, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
October 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Jose E[redacted] Dear [redacted] We have completed the investigation of Mr. E[redacted] complaint regarding his recent online order...
experience. It is unfortunate that Mr. E[redacted] feels we failed his expectations as we value his patronage. After researching the order, we found that a full refund had been provided by the local store. Mr. E[redacted] currently has a balance of $7.59 on his Gift Card ending in [redacted] Additionally, we hope that in the future Mr. E[redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since we show a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
The refund has now posted to my account.Thank you to the Sears representative for her help!
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Adam for explaining the steps taken. Please make sure in the future that when we shop in the store that Thomas will NOT deal with us and we can deal with any available associate.
Thank you again for the followup.
Complaint: [redacted]
I am rejecting this response because:Please note that the replacement refrigerator was not offered for customer satisfaction reasons. It was offered by Amy after she was informed that there was a defect to the door and the drawers in the freezer that would have required a third separate visit from a technician to repair. I was informed by Sears that the Refrigerator will be replaced per the manufacturer's warranty after 3 separate repair request. Sears is complying with the manufacturer's warranty. Further, Ms Steele did offer a full refund. However that would have still required us to wait for Sears to remove the defective refrigerator, and wait for delivery of a new refrigerator from another source at additional expense to us. We still request that Sears address the impact of the defective refrigerator and the loss of food. It is the right thing to do.
Sincerely,
Dwain [redacted]
Complaint: [redacted]
I am rejecting this response because:
I am very dissatisfied with how my complaint was addressed. !. Ms. S[redacted] scheduled a new service call. When the day came, the same technician who already came twice called me on the phone to say he was on his way. The Sears dispatcher then called me to tell me that the original technician had accidently been assigned to fix my dishwasher yet again. This is the real reason the service call was rescheduled. The reason I cancelled the rescheduled service call issued by Ms. S[redacted] was because she indicated to me that I would be charged additional fees (parts and labor) for whatever the new diagnosis was when another serviceman was dispatched. Since I already paid $295 to “fix” my dishwasher, of course, I did not want pay additional money to “fix” the dishwasher again. I had set-up the service call thinking that a serviceman would fix the problem and not charge me additional fees; however, as soon as I realized that this wasn’t the case, I cancelled the service call. 2. Next, Ms. S[redacted] indicated she would give me a “coupon” that I could use to purchase additional service or appliances from Sears. I am so dissatisfied with the service and the purchase I already made from Sears—why would I want to spend additional money with this company? I want my money back—I don’t want to spend additional money with this company. 3. I paid $295 to fix a dishwasher and it isn’t fixed. $89 was to diagnose the problem, $140 was for labor, and $66.18 was for parts. Ms. S[redacted] last offer was to give me $86 for my trouble. This doesn’t come close to the money that I’ve spent, so, of course I was not happy with this offer either. She indicated to me that I already have the part in my dishwasher, and it can’t be de-installed. Is it my fault that Sears employs people/companies who have no ability to fix dishwashers? Why should I eat the cost for their incompetence? Moreover, even if I am to accept this logic, at the very least, I would expect the labor cost to be refunded. What does $86 cover? I can’t even understand where this number came from.
Sincerely,
Rina P[redacted]
July 25, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. V[redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction that the air conditioner repair was...
not completed in a timely manner.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. C[redacted] may have experienced. It is unfortunate that we failed Ms. C[redacted] expectations when she recently scheduled an air conditioner repair. We value Ms. C[redacted] patronage, but can understand her frustration. We want to assure Ms. C[redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service availability further.
According to our records, the air conditioner was purchased on June 29, 2016 and she reported the problem with the air conditioner on May 26, 2017. Since the air conditioner failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repair. On June 21, 2017 our technician assessed the unit and ordered the parts needed for the repair. As clarification, our technicians carry limited parts inventory in their trucks with the most common parts. If a part is not standard inventory, the technician must order the parts. We contacted Mr. C[redacted] and he confirmed that the repair was completed on July 20, 2017 and the air conditioner is working.
We apologize that due to lack of service availability in Ms. C[redacted] area, the repair took longer than expected. For her inconvenience, we have issued her a $100 gift card. Ms. C[redacted] should receive the gift card via regular mail within 10 business days. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
M[redacted] S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I'm rejecting this response because of extremely poor customer service, no ownership: Please refer to me as MS (I'm not a Mr.) Regardless of the disclaimer, I was the one who attempted on no less than 6 + occasions to wade through your very poor customer service process with long extended hold times up to 1.5 +hrs for each call trying to be a good customer. In addition to online chats, I advised every rep that I spoke with that I believed this was an error, I had concerns about purchasing it. I wanted to have it updated before purchase. Not (1) of my calls or chats generated a fix, I started back in NOVEMBER! Wasted several hours of time, as I was remodeling my kitchen and needed a stove. The error was not even fixed after my 5th call in December which was about 2.5+ hours on this call, and it's also when my complaint was filed. After being on hold and transferred to the same departments over and over. The rep told me her supervisor indicated she had been on the line far to long and needed to disconnect the call but she would file the complaint. I spoke with a couple of Managers which couldn't assist me even after I had purchased the item and had to return it. I did not order the item until I had CONFIRMED, it was correct, even though I told them I was not confident. It had not been fixed after I spoke with (3) Supervisors/Manager. I was finally PROMISED it was CORRECT. I was sent a screen shot showing that the price and the item was indeed what I was ordering. In the end they said, the description and price was correct. The picture was not. I was told on each call an IT request was placed to fix it. I had to take the day off work, to return the incorrect item. I wasted hours of time for nothing. It's sad that a consumers time it not worth anything. A big company like this makes it extremely difficult to do business with them. Why purchase thier product when you can get it locally, with a company that provides excellent service. This was your error, its your CS escalation process which didn't work. I would like a FULL refund, you still owe me $50.00 that was not paid to me, it was credited to my Sears charge. Good Service, Less excuses those are the companies which are going to still be here.
Sincerely,
[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 her washer needing repair...
that is not in our system.
We have received Ms[redacted] complaint and apologize for the issues she is having with her washer. We looked in our system and were able to find Ms[redacted] washer and add it into our system. We also scheduled her for repair on July 19, 2016 from 8:00am-5:00pm. That being said, because we have addressed Ms[redacted] complaint, we respectfully request 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
April 15, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Dwight [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding his garage door opener repair. It...
is regrettable that we failed Mr. [redacted]’s expectations in regard to his garage door opener repair. 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]’s complaint, we contacted Sears Garage Solutions for assistance. Brad [redacted] with Garage Solutions responded that the repair to Mr. [redacted]’s garage door opener was completed on April 11, 2017, with the installation of a new motor. Since it is our understanding that the garage door opener is working to Mr. [redacted]’s satisfaction, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Katherine T [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and her dishwasher. Ms. [redacted]...
dishwasher was covered by the units one year parts and labor warranty which expired on January 10, 2014. The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, 2018. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 closed service calls where functional parts have been replaced within a 12 month period. After reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacement. Sears dispatched a technician to Ms. [redacted] home on November 16, 2016 to diagnose her complaint that her dishwasher emitted a burning smell. Upon arrival at the home, Ms. [redacted] refused service. Later in the day, Ms. [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms. [redacted], who reiterated the terms and conditions of the MPA regarding replacement. Sears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously stated. At this time, we find ourselves at an impasse with Ms. [redacted]. If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forward. If Ms. [redacted] would like to move forward, she can email me at Adam.[redacted]@searshc.com. Ms. [redacted] notes in her complaint that she would like a refund. We feel it is important to refer Ms. [redacted] to her sales check, provided as a courtesy, which notes that she had 30 days in which to request a refund. The dishwasher was purchased January 4, 2013, therefore a refund is not an option. Since we have provided our stance as it relates to Ms. [redacted] complaint, we ask that this complaint be closed pending further contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
September 9, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Jared T. M[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. M[redacted] complaint regarding...
the garage door he purchased. It is regrettable that we failed Mr. M[redacted] expectations when he recently purchased a garage door from Sears Garage Solutions. We value Mr. M[redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we sincerely apologize to Mr. M[redacted] for any inconvenience we may have caused. Upon receiving Mr. M[redacted] complaint, we contacted the local office for assistance. Rhonda H[redacted] responded that the correct panel was installed on September 1, 2017. Additionally, as compensation for any inconvenience Mr. M[redacted] may have experienced, a credit for $289.00 was processed to his credit card. With that said, since we have completed the installation of Mr. M[redacted] garage door and we have documented his concerns regarding his customer experience with Sears Garage Solutions, we ask that this matter be closed. Again, we apologize to Mr. M[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his...
inability to use a recent promotion. We have a strict policy of making one allowance for a member if they fail to use surprise or bonus points before they expire as a courtesy. This was already done once before in Mr. [redacted] case and we feel this must be what he was thinking of. We appreciate Mr. [redacted] patronage and we realize that he says he had health issues that kept him from using the point in question. However, we strive to be fair and consistent with our consumers; therefore, we cannot make another exception and our records do not indicate that this was promised to him again. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 2, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the multiple repairs of...
her washer.
We have received Ms. [redacted] complaint and apologize for the numerous repairs that she has had on her washer. We would like to note that Ms. [redacted] had repair on May 21, 2016 where it was determined that the valves in her washer were bad. She declined the repair. That being said, because we have addressed Ms. [redacted] complaint, we respectfully request 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 Complaints Specialist
[redacted]
November 7, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Margaret [redacted] Via: Revdex.com website
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement Products, Inc. (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.
Pursuant to Mrs. [redacted] HVAC concerns and included with her copy of this letter I have enclosed a check for the ceiling repair estimate.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mrs. Frontera as a customer and apologize for any frustrations or inconveniences she might have experienced. If you have any questions or concerns, please contact me directly at 407-551-5566 or via email at [email protected].
Sincerely,
Rogelia Powell
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. Frontera Enclosures (3)
December 19, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Patricia [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding her recent purchase of a fridge.After reviewing Ms. [redacted]...
complaint and our records, we contacted the selling store manager and were informed that a new fridge was ordered for Ms. [redacted]. It is our understanding that the fridge that Ms. [redacted] selected had to be ordered out of our Richmond warehouse, which is over 50 miles from our selling store. The delivery fee was waived for Ms. [redacted]. In addition, the store upgraded Ms. [redacted] to a more costly fridge and discounted $200.00 off. As far the request, we cannot honor her request. Since Ms. [redacted] fridge was upgraded and replaced, we have closed our filed.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905 imx integrated member experience
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Francis [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Barbara...
Phillips, Sears Home Services Support Specialist provided the following response: Sears Home Services records indicate that we dispatched a technician to Ms. [redacted]’s home to diagnose her complaint that her refrigerator/freezer was not cooling. The technician arrived at the home on September 20, 2016 and found the interior temperatures proper. The unit was operating as designed. There were no parts used and the call was closed. Ms. [redacted] feels her refrigerator will fail and she would like it to be replaced. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the Repair Protection Agreement covering her refrigerator, a covered item is eligible to be replaced once it has been deemed unable to be repaired. Since we have not found any problems with the refrigerator, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Alissa [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms[redacted] complaint regarding the plumbing service under her Sears Home Warranty....
We apologize for the delay in responding to this complaint. We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to complete our research. In the interim, should Ms. [redacted] have any questions, she may contact me directly at 512-248-7793. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his home air conditioning system. ...
Sears Service Contracts Office has approved the replacement of Mr. [redacted] home air conditioning system. Mr. [redacted] from our Sears Service Contracts Office informed Mr. [redacted] of the approval on Thursday, May 12, 2016. Additionally, Mr. [redacted] informed Mr. [redacted] that his case has been assigned to a case manager who will be contacting him to discuss the next steps in the replacement process. [redacted] will be assisting Mr. [redacted] and he can be reached at [redacted]. Since the process is moving forward and is not being addressed by Sears Home Improvement, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
October 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Jose E[redacted] Dear [redacted] We have completed the investigation of Mr. E[redacted] complaint regarding his recent online order...
experience. It is unfortunate that Mr. E[redacted] feels we failed his expectations as we value his patronage. After researching the order, we found that a full refund had been provided by the local store. Mr. E[redacted] currently has a balance of $7.59 on his Gift Card ending in [redacted] Additionally, we hope that in the future Mr. E[redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since we show a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
The refund has now posted to my account.Thank you to the Sears representative for her help!
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Adam for explaining the steps taken. Please make sure in the future that when we shop in the store that Thomas will NOT deal with us and we can deal with any available associate.
Thank you again for the followup.
Complaint: [redacted]
I am rejecting this response because:Please note that the replacement refrigerator was not offered for customer satisfaction reasons. It was offered by Amy after she was informed that there was a defect to the door and the drawers in the freezer that would have required a third separate visit from a technician to repair. I was informed by Sears that the Refrigerator will be replaced per the manufacturer's warranty after 3 separate repair request. Sears is complying with the manufacturer's warranty. Further, Ms Steele did offer a full refund. However that would have still required us to wait for Sears to remove the defective refrigerator, and wait for delivery of a new refrigerator from another source at additional expense to us. We still request that Sears address the impact of the defective refrigerator and the loss of food. It is the right thing to do.
Sincerely,
Dwain [redacted]
Complaint: [redacted]
I am rejecting this response because:
I am very dissatisfied with how my complaint was addressed. !. Ms. S[redacted] scheduled a new service call. When the day came, the same technician who already came twice called me on the phone to say he was on his way. The Sears dispatcher then called me to tell me that the original technician had accidently been assigned to fix my dishwasher yet again. This is the real reason the service call was rescheduled. The reason I cancelled the rescheduled service call issued by Ms. S[redacted] was because she indicated to me that I would be charged additional fees (parts and labor) for whatever the new diagnosis was when another serviceman was dispatched. Since I already paid $295 to “fix” my dishwasher, of course, I did not want pay additional money to “fix” the dishwasher again. I had set-up the service call thinking that a serviceman would fix the problem and not charge me additional fees; however, as soon as I realized that this wasn’t the case, I cancelled the service call. 2. Next, Ms. S[redacted] indicated she would give me a “coupon” that I could use to purchase additional service or appliances from Sears. I am so dissatisfied with the service and the purchase I already made from Sears—why would I want to spend additional money with this company? I want my money back—I don’t want to spend additional money with this company. 3. I paid $295 to fix a dishwasher and it isn’t fixed. $89 was to diagnose the problem, $140 was for labor, and $66.18 was for parts. Ms. S[redacted] last offer was to give me $86 for my trouble. This doesn’t come close to the money that I’ve spent, so, of course I was not happy with this offer either. She indicated to me that I already have the part in my dishwasher, and it can’t be de-installed. Is it my fault that Sears employs people/companies who have no ability to fix dishwashers? Why should I eat the cost for their incompetence? Moreover, even if I am to accept this logic, at the very least, I would expect the labor cost to be refunded. What does $86 cover? I can’t even understand where this number came from.
Sincerely,
Rina P[redacted]
July 25, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. V[redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction that the air conditioner repair was...
not completed in a timely manner.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. C[redacted] may have experienced. It is unfortunate that we failed Ms. C[redacted] expectations when she recently scheduled an air conditioner repair. We value Ms. C[redacted] patronage, but can understand her frustration. We want to assure Ms. C[redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service availability further.
According to our records, the air conditioner was purchased on June 29, 2016 and she reported the problem with the air conditioner on May 26, 2017. Since the air conditioner failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repair. On June 21, 2017 our technician assessed the unit and ordered the parts needed for the repair. As clarification, our technicians carry limited parts inventory in their trucks with the most common parts. If a part is not standard inventory, the technician must order the parts. We contacted Mr. C[redacted] and he confirmed that the repair was completed on July 20, 2017 and the air conditioner is working.
We apologize that due to lack of service availability in Ms. C[redacted] area, the repair took longer than expected. For her inconvenience, we have issued her a $100 gift card. Ms. C[redacted] should receive the gift card via regular mail within 10 business days. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
M[redacted] S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I'm rejecting this response because of extremely poor customer service, no ownership: Please refer to me as MS (I'm not a Mr.) Regardless of the disclaimer, I was the one who attempted on no less than 6 + occasions to wade through your very poor customer service process with long extended hold times up to 1.5 +hrs for each call trying to be a good customer. In addition to online chats, I advised every rep that I spoke with that I believed this was an error, I had concerns about purchasing it. I wanted to have it updated before purchase. Not (1) of my calls or chats generated a fix, I started back in NOVEMBER! Wasted several hours of time, as I was remodeling my kitchen and needed a stove. The error was not even fixed after my 5th call in December which was about 2.5+ hours on this call, and it's also when my complaint was filed. After being on hold and transferred to the same departments over and over. The rep told me her supervisor indicated she had been on the line far to long and needed to disconnect the call but she would file the complaint. I spoke with a couple of Managers which couldn't assist me even after I had purchased the item and had to return it. I did not order the item until I had CONFIRMED, it was correct, even though I told them I was not confident. It had not been fixed after I spoke with (3) Supervisors/Manager. I was finally PROMISED it was CORRECT. I was sent a screen shot showing that the price and the item was indeed what I was ordering. In the end they said, the description and price was correct. The picture was not. I was told on each call an IT request was placed to fix it. I had to take the day off work, to return the incorrect item. I wasted hours of time for nothing. It's sad that a consumers time it not worth anything. A big company like this makes it extremely difficult to do business with them. Why purchase thier product when you can get it locally, with a company that provides excellent service. This was your error, its your CS escalation process which didn't work. I would like a FULL refund, you still owe me $50.00 that was not paid to me, it was credited to my Sears charge. Good Service, Less excuses those are the companies which are going to still be here.
Sincerely,
[redacted]
July 13, 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 washer needing repair...
that is not in our system.
We have received Ms[redacted] complaint and apologize for the issues she is having with her washer. We looked in our system and were able to find Ms[redacted] washer and add it into our system. We also scheduled her for repair on July 19, 2016 from 8:00am-5:00pm. That being said, because we have addressed Ms[redacted] complaint, we respectfully request 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 Complaints Specialist
[redacted]
[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,
[redacted]
April 15, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Dwight [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding his garage door opener repair. It...
is regrettable that we failed Mr. [redacted]’s expectations in regard to his garage door opener repair. 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]’s complaint, we contacted Sears Garage Solutions for assistance. Brad [redacted] with Garage Solutions responded that the repair to Mr. [redacted]’s garage door opener was completed on April 11, 2017, with the installation of a new motor. Since it is our understanding that the garage door opener is working to Mr. [redacted]’s satisfaction, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Katherine T [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and her dishwasher. Ms. [redacted]...
dishwasher was covered by the units one year parts and labor warranty which expired on January 10, 2014. The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, 2018. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 closed service calls where functional parts have been replaced within a 12 month period. After reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacement. Sears dispatched a technician to Ms. [redacted] home on November 16, 2016 to diagnose her complaint that her dishwasher emitted a burning smell. Upon arrival at the home, Ms. [redacted] refused service. Later in the day, Ms. [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms. [redacted], who reiterated the terms and conditions of the MPA regarding replacement. Sears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously stated. At this time, we find ourselves at an impasse with Ms. [redacted]. If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forward. If Ms. [redacted] would like to move forward, she can email me at Adam.[redacted]@searshc.com. Ms. [redacted] notes in her complaint that she would like a refund. We feel it is important to refer Ms. [redacted] to her sales check, provided as a courtesy, which notes that she had 30 days in which to request a refund. The dishwasher was purchased January 4, 2013, therefore a refund is not an option. Since we have provided our stance as it relates to Ms. [redacted] complaint, we ask that this complaint be closed pending further contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
September 9, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Jared T. M[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. M[redacted] complaint regarding...
the garage door he purchased. It is regrettable that we failed Mr. M[redacted] expectations when he recently purchased a garage door from Sears Garage Solutions. We value Mr. M[redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we sincerely apologize to Mr. M[redacted] for any inconvenience we may have caused. Upon receiving Mr. M[redacted] complaint, we contacted the local office for assistance. Rhonda H[redacted] responded that the correct panel was installed on September 1, 2017. Additionally, as compensation for any inconvenience Mr. M[redacted] may have experienced, a credit for $289.00 was processed to his credit card. With that said, since we have completed the installation of Mr. M[redacted] garage door and we have documented his concerns regarding his customer experience with Sears Garage Solutions, we ask that this matter be closed. Again, we apologize to Mr. M[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist