Complaint: [redacted]
I am rejecting this response because: The person who emailed me did not state they were from Sears! We had a misunderstanding, I was assuming it was from Chili's from our other complaint. I had emailed back to the person stating the misunderstanding, however I did not received a response. Again, we want the refund back to check not gift card as we will not be shopping at Sears anymore after this horrible incident. Too many bad reviews all over the net scares us off pretty bad.
Sincerely,
[redacted]
January 25, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted] J [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the service provide on her...
vehicle and the charges she incurred for unnecessary work performed.
Upon receipt of Ms. [redacted] complaint we reached out to [redacted], Auto Center Manager at Store [redacted], to assist with her complaint. Mr. [redacted] confirmed that Ms. [redacted] brought in her vehicle because it had trouble starting. The technician assessed the vehicle and found the low voltage in battery. He proceeded to test the electrical and found the alternator was not charging. As clarification, a bad alternator will cause the battery to drain. Also, as standard procedure, when any vehicle is brought in for a repair, the auto center will run a general inspection as a preventive maintenance check for the consumer. During the inspection, the technician found that the engine had a misfire and wasn't running smooth. We would like to note that the misfiring issue is not related to the charging system. The technician documented on the work order that a tune-up was needed to fix the misfiring issue; a tune-up is needed every 30k miles based on manufacture’s recommendations. Ms. [redacted] was informed about the bad alternator and recharging the battery; and she approved the repair. Regrettably, Ms. [redacted] was not informed that the vehicle also needed a tune-up.
When the repair was completed, the engine would crank but it still would not start. Ms. [redacted] was informed that the technician had recommended a tune-up. She was advised that even after the tune-up was completed there was no guarantee that it would fix the starting problem. Her husband mentioned that the vehicle had not had a tune-up performed in a very long time. Since we had failed to inform Ms. [redacted] about the recommended tune-up when she approved the initial estimate, Mr. [redacted] offered the tune-up at a 50% discount; Ms. [redacted] approved the tune-up on her vehicle. Mr. [redacted] monitored the tune-up and noticed that the spark plugs were extremely worn out. Unfortunately, while the technician was working on the spark plugs the manifold cracked when he was torqueing per specifications. A manifold was ordered and replaced at no charge to Ms. [redacted]. When the tune up was completed the vehicle still had a problem starting.
Since the alternator was bad when the vehicle came in, it was determined that it may have caused the battery to weaken. Due to the inconvenience caused by the cracked manifold issue, Mr. [redacted] authorized to replace the battery at no additional charge to Ms. [redacted]. After installing the battery, the vehicle would start but only after several attempts. Ms. [redacted] made it clear that she could not invest any more money. Mr. [redacted] stated that they ran a live data with a Snap-On scan tool and it had the correct fuel pressure and fuel trim, all within specifications. The technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issues. Therefore, Mr. [redacted] recommended that Ms. [redacted]er take the vehicle to the dealer to fix the electrical issue.
At this point, Ms. [redacted] has been charged for the replacement of the alternator and the tune-up (at a discounted price), which were both definitely needed and she approved. The battery was provided at no charge for the huge inconvenience of the manifolds cracking. Mr. [redacted] communicated to Mr. [redacted] the details of the services performed and he understood that the vehicle had more than one issue when it came in. As far as Mrs. [redacted] request for a refund is concerned, we did not find that this was warranted. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted].[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Lola C[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. C[redacted] complaint regarding her Sears Home Warranty. We would first like to point out...
that [redacted] Services, Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted]ervices (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. C[redacted] contract. CCHS informed us that Ms. C[redacted] was provided a refund for the premium that was paid for the warranty in the amount of $299.94. They are currently waiting information from the service company before addressing her request to refund the $75.00 deductible. Since CCHS is addressing the issue we have closed this case. We apologize to Ms. C[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S[redacted]
November 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Jie ** Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and...
request for his order to be cancelled. After researching this matter, we found that Mr. ** had previously been in contact with Executive Member Services, Sears escalated complaint department. EMS was able to have the order in question cancelled and ensured that a full refund of $528.90 was credited back to his American Express card that he used at the time of purchase. This refund was processed on November 11, 2016, and for Mr. [redacted] records the return receipt number is 093004414005. We apologize again for any inconvenience Mr. ** experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Since we have confirmed that the 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 29, 2017Bryce [redacted], UT 84332 Our File No.: [redacted] Revdex.com Case #: [redacted] Via: First Class MailVia Email: bryce[redacted]@gmail.comDear Mr. [redacted],Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you...
recently brought to our attention. On behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you and your family may have experienced.SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. I spoke to Mrs. [redacted] on 9/26/2017 and she confirmed that the work has been completed to her satisfaction. She also agreed to accept our offer of a credit in the amount of $500 for the delays and inconveniences. This offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptance. Please sign and return the agreement to my address and/or fax as listed below, before the deadline. If you have any questions or concerns, please contact me at 1-800-222-5030 extension 5681, or via email at richard.[redacted]@searshomepro.com.Sincerely,Richard [redacted]SHIP/HI Regulatory Complaint SpecialistEnclosure: 1 cc: Revdex.com via Website
October 27, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Judy Y[redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding her...
refrigerator. It is unfortunate that we failed Ms. [redacted] expectations in regard to the repair of her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] concerns to the appropriate management team for further review. Although several repair attempts were made to Ms. [redacted] refrigerator, it was determined on October 25, 2016, that the unit should be replaced under the Master Protection Agreement (MPA). Ms. [redacted] was contacted and advised that she was authorized $3,599.99 towards a new refrigerator from Sears. Ms. [redacted] selected a new refrigerator on October 25, 2016, and is scheduled for delivery on November 2, 2016. We will monitor the delivery to ensure that the remaining MPA coverage transfers to the new refrigerator. Also, under Ms. [redacted] MPA, she is entitled to $250.00 food loss per year. Ms. [redacted] can file a claim by calling (800) 827-6655. If she encounters any issues in filing a claim, she can send an email to Melissa.[redacted]@searshc.com. In the interim, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. We apologize to Ms. [redacted] and 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 Mr. [redacted] complaint regarding replacement of door panel for his dishwasher. [redacted] Sears Hometown...
Stores, District Sales Manager provided the following response: I spoke to Mr. [redacted] on Thursday evening the 27th. I then followed that up with a call to the owner of the store to discuss Mr. [redacted] concerns. The owner is ready to swap the door on the unit and they have not since they have not been able to reach Mr. Thomas. When I spoke to Mr. [redacted] he did say last night he doesn’t always answer his phone if he doesn’t know who is calling. In fact he didn’t answer my first call when I first reached out to him. The installer has scheduled to replace the door Wednesday 11/2/16. I have a call into Mr. [redacted] to make him aware of this. I will reach out to him again later if he doesn’t return my call. If Mr. [redacted] has any questions he can reach me at [redacted]. That said 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]
September 7, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # -Roxy S[redacted] Dear [redacted] We have completed the investigation of Ms. S[redacted] rebuttal to the response we provided.We reached out to the underwriter of Ms. S[redacted] Home Warranty, which is [redacted] and they indicated that the claim was properly deied due to pre-existing conditions and that a claim was attempted prior to the agreement's effective date. They indicated that they had informed Ms. S[redacted] that the claim would be upheld unless she was able to provide documentation to support her contention that the original issue had been resolved. They said they never received this. As for cancelation, Ms. S[redacted] can cancel if she wishes, but there is a Paid Call Earl Cancellation fee of $344.47. It would benefit Ms. S[redacted] to keep the warranty instead since she only has an unpaid premium of $119.97, which is less than the cancellation fee would be.Ms. S[redacted] was sent a copy of the full terms of her Home Warranty, and had a month before it was effective. In that time she could have reviewed all the terms and canceled then if she wanted. At this point, since we have explained why the compactor was not covered, we have closed our file.Sincerely,Dana S[redacted]Team Manager, Regulatory Complaints
December 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order.It is unfortunate that we failed [redacted]...
[redacted]
expectations when he recently attempted to cancel his order. We value [redacted] patronage and can understand how the series of events detailed in his
complaint has caused him to lose faith in Sears. We regret that this incident
occurred, and we can assure that his concerns have been forwarded to management
for review so that future problems of this nature can be averted. After
reviewing the notes in his order we found that a refund of $84.21 had been
processed on December 5, 2015. For [redacted] records the refund receipt
number is [redacted] Additionally, we hope that in the future [redacted]
will allow us another opportunity to provide him with a better example of
customer service that we have built our reputation upon. In the interim, we
have noted [redacted] concerns and respectfully ask to have this matter
closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Beth W[redacted] Dear [redacted] We have completed our investigation of Ms. W[redacted] complaint regarding her refrigerator. We found that Ms. W[redacted] was...
authorized for a replacement by the protection agreement department and a message was left of that information on the number we have on file ending in [redacted] Receipt # [redacted] shows her new refrigerator shows as delivered on October 23, 2017. Since Ms. W[redacted] refrigerator has been replaced we have closed this case. We apologize to Ms. W[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 14, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problems she encountered with the delivery of her...
new washer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled the delivery of her new washer. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We reached out to Store Manager Brad [redacted] to assist with Ms. [redacted] concerns. Mr. [redacted] confirmed that that the issue has been resolved. On February 1, 2017 the original order for the washer was cancelled and refunded to Ms. [redacted]. She then purchased and picked up the washer from the store that same day. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
November 11, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Lyle D[redacted]
Dear [redacted]
We have completed the investigation of Mr. D[redacted] complaint regarding his dissatisfaction that his [redacted] washer failed too soon...
and his request for a refund.
We apologize that Mr. D[redacted] washer failed to meet his expectations. 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 when the product is only a few weeks old. We would also like to clarify that the limited warranty on Mr. D[redacted] washer is held by [redacted] Inc. Sears is not an authorized warranty service provider for [redacted] Therefore, Mr. D[redacted] must continue to work with [redacted] regarding the repair or replacement of his washer.
As Mr. D[redacted] mentioned in his complaint, his request for an exchange was denied because it was 2 days after our 30 day return/exchange period. We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. D[redacted], when no one else has received one. Accordingly, as we were just adhering to our posted return policy, we are unable to honor his request.
We apologize to Mr. D[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 S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
January 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and...
non-receipt of a full refund. After researching the online order we found that the item was purchased from a Sears vendor direct. According to Sears Online they sent an email to Ms. [redacted] on December 2, 2015, asking for additional information to confirm the item had been returned. We ask that Ms. [redacted] provide the return tracking number, the date it was returned and the carrier she used to return the item (ex. [redacted]. Once Sears Online is able to verify that the product has been returned, then a refund can be processed. Ms. [redacted] may either contact Sears Online directly at [redacted] or via email at [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. E[redacted] complaint regarding his dissatisfaction with our customer service. ...
It is unfortunate that we failed Ms. E[redacted] expectations with her scheduled a refrigerator repair. We value Ms. E[redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. E[redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenience. Our records show that a food loss reimbursement check was processed on May 30, 2017 in the amount of $211.81 as is a benefit under the Master Protection Agreement. We respectfully ask that this matter be closed, since we have repaired Ms. E[redacted] refrigerator and noted her candid feedback. Again, we apologize to Ms. E[redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[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 recent visit to one of our auto centers.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
I have this vehicle in the shop currently (5/18/16), the customer and his wife were in this morning and we reviewed his account and every dollar they have spent and I explained all to him, Mr. [redacted] actually authorized additional work on the vehicle this morning (has a bad starter) and shook my hand and thanked me for working everything out for him(the biggest confusion was he had his work order copy and final invoice that he didn't realize were the same he thought he paid it twice), Although this has no impact the customer has spent $1918.34 in their total history of being serviced here, not the aforementioned $2800.00. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request 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.
Complaint[redacted]I rejected their response do I can advise of the outcome. SEARS can't even handle a decent reponse that makes sense. after another long phone call and another 5 days I finally received my refund. Tried to resolve really? thank you Revdex.com for trying to assist. No responsibility on their part.
I am rejecting this response because:
Sincerely,
[redacted]
October 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Tianjiang ** Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and his...
request to have the merchandise delivered. Ana Suarez, Direct Delivery Channel Support Specialist, provided the following response: It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order for delivery. We value Mr. [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr[redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Fortuantely, we were able to confirm that the order was delivered on October 18, 2016. Should Mr[redacted] have any questions or concerns, we encourage him to contact our office directly at (888) 848-7292 and ask to speak with any Home Delivery representative. Additionally, we hope that in the future Mr[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 have confirmed that delivery was completed, 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
May 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a full refund. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that a full refund of $1654.61 was issued on April 25, 2017. For Mr. [redacted] records, the refund was issued under the following return receipt numbers: under the following return receipt numbers: [redacted] and [redacted]. Additionally, we hope that in the future Mr. [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 a refund has been issued, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: The person who emailed me did not state they were from Sears! We had a misunderstanding, I was assuming it was from Chili's from our other complaint. I had emailed back to the person stating the misunderstanding, however I did not received a response. Again, we want the refund back to check not gift card as we will not be shopping at Sears anymore after this horrible incident. Too many bad reviews all over the net scares us off pretty bad.
Sincerely,
[redacted]
January 25, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted] J [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the service provide on her...
vehicle and the charges she incurred for unnecessary work performed.
Upon receipt of Ms. [redacted] complaint we reached out to [redacted], Auto Center Manager at Store [redacted], to assist with her complaint. Mr. [redacted] confirmed that Ms. [redacted] brought in her vehicle because it had trouble starting. The technician assessed the vehicle and found the low voltage in battery. He proceeded to test the electrical and found the alternator was not charging. As clarification, a bad alternator will cause the battery to drain. Also, as standard procedure, when any vehicle is brought in for a repair, the auto center will run a general inspection as a preventive maintenance check for the consumer. During the inspection, the technician found that the engine had a misfire and wasn't running smooth. We would like to note that the misfiring issue is not related to the charging system. The technician documented on the work order that a tune-up was needed to fix the misfiring issue; a tune-up is needed every 30k miles based on manufacture’s recommendations. Ms. [redacted] was informed about the bad alternator and recharging the battery; and she approved the repair. Regrettably, Ms. [redacted] was not informed that the vehicle also needed a tune-up.
When the repair was completed, the engine would crank but it still would not start. Ms. [redacted] was informed that the technician had recommended a tune-up. She was advised that even after the tune-up was completed there was no guarantee that it would fix the starting problem. Her husband mentioned that the vehicle had not had a tune-up performed in a very long time. Since we had failed to inform Ms. [redacted] about the recommended tune-up when she approved the initial estimate, Mr. [redacted] offered the tune-up at a 50% discount; Ms. [redacted] approved the tune-up on her vehicle. Mr. [redacted] monitored the tune-up and noticed that the spark plugs were extremely worn out. Unfortunately, while the technician was working on the spark plugs the manifold cracked when he was torqueing per specifications. A manifold was ordered and replaced at no charge to Ms. [redacted]. When the tune up was completed the vehicle still had a problem starting.
Since the alternator was bad when the vehicle came in, it was determined that it may have caused the battery to weaken. Due to the inconvenience caused by the cracked manifold issue, Mr. [redacted] authorized to replace the battery at no additional charge to Ms. [redacted]. After installing the battery, the vehicle would start but only after several attempts. Ms. [redacted] made it clear that she could not invest any more money. Mr. [redacted] stated that they ran a live data with a Snap-On scan tool and it had the correct fuel pressure and fuel trim, all within specifications. The technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issues. Therefore, Mr. [redacted] recommended that Ms. [redacted]er take the vehicle to the dealer to fix the electrical issue.
At this point, Ms. [redacted] has been charged for the replacement of the alternator and the tune-up (at a discounted price), which were both definitely needed and she approved. The battery was provided at no charge for the huge inconvenience of the manifolds cracking. Mr. [redacted] communicated to Mr. [redacted] the details of the services performed and he understood that the vehicle had more than one issue when it came in. As far as Mrs. [redacted] request for a refund is concerned, we did not find that this was warranted. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted].[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Lola C[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. C[redacted] complaint regarding her Sears Home Warranty. We would first like to point out...
that [redacted] Services, Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted]ervices (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. C[redacted] contract. CCHS informed us that Ms. C[redacted] was provided a refund for the premium that was paid for the warranty in the amount of $299.94. They are currently waiting information from the service company before addressing her request to refund the $75.00 deductible. Since CCHS is addressing the issue we have closed this case. We apologize to Ms. C[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S[redacted]
November 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Jie ** Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and...
request for his order to be cancelled. After researching this matter, we found that Mr. ** had previously been in contact with Executive Member Services, Sears escalated complaint department. EMS was able to have the order in question cancelled and ensured that a full refund of $528.90 was credited back to his American Express card that he used at the time of purchase. This refund was processed on November 11, 2016, and for Mr. [redacted] records the return receipt number is 093004414005. We apologize again for any inconvenience Mr. ** experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Since we have confirmed that the 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 29, 2017Bryce [redacted], UT 84332 Our File No.: [redacted] Revdex.com Case #: [redacted] Via: First Class MailVia Email: bryce[redacted]@gmail.comDear Mr. [redacted],Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you...
recently brought to our attention. On behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you and your family may have experienced.SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. I spoke to Mrs. [redacted] on 9/26/2017 and she confirmed that the work has been completed to her satisfaction. She also agreed to accept our offer of a credit in the amount of $500 for the delays and inconveniences. This offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptance. Please sign and return the agreement to my address and/or fax as listed below, before the deadline. If you have any questions or concerns, please contact me at 1-800-222-5030 extension 5681, or via email at richard.[redacted]@searshomepro.com.Sincerely,Richard [redacted]SHIP/HI Regulatory Complaint SpecialistEnclosure: 1 cc: Revdex.com via Website
October 27, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Judy Y[redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding her...
refrigerator. It is unfortunate that we failed Ms. [redacted] expectations in regard to the repair of her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] concerns to the appropriate management team for further review. Although several repair attempts were made to Ms. [redacted] refrigerator, it was determined on October 25, 2016, that the unit should be replaced under the Master Protection Agreement (MPA). Ms. [redacted] was contacted and advised that she was authorized $3,599.99 towards a new refrigerator from Sears. Ms. [redacted] selected a new refrigerator on October 25, 2016, and is scheduled for delivery on November 2, 2016. We will monitor the delivery to ensure that the remaining MPA coverage transfers to the new refrigerator. Also, under Ms. [redacted] MPA, she is entitled to $250.00 food loss per year. Ms. [redacted] can file a claim by calling (800) 827-6655. If she encounters any issues in filing a claim, she can send an email to Melissa.[redacted]@searshc.com. In the interim, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. We apologize to Ms. [redacted] and 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 Mr. [redacted] complaint regarding replacement of door panel for his dishwasher. [redacted] Sears Hometown...
Stores, District Sales Manager provided the following response: I spoke to Mr. [redacted] on Thursday evening the 27th. I then followed that up with a call to the owner of the store to discuss Mr. [redacted] concerns. The owner is ready to swap the door on the unit and they have not since they have not been able to reach Mr. Thomas. When I spoke to Mr. [redacted] he did say last night he doesn’t always answer his phone if he doesn’t know who is calling. In fact he didn’t answer my first call when I first reached out to him. The installer has scheduled to replace the door Wednesday 11/2/16. I have a call into Mr. [redacted] to make him aware of this. I will reach out to him again later if he doesn’t return my call. If Mr. [redacted] has any questions he can reach me at [redacted]. That said 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]
September 7, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # -Roxy S[redacted] Dear [redacted] We have completed the investigation of Ms. S[redacted] rebuttal to the response we provided.We reached out to the underwriter of Ms. S[redacted] Home Warranty, which is [redacted] and they indicated that the claim was properly deied due to pre-existing conditions and that a claim was attempted prior to the agreement's effective date. They indicated that they had informed Ms. S[redacted] that the claim would be upheld unless she was able to provide documentation to support her contention that the original issue had been resolved. They said they never received this. As for cancelation, Ms. S[redacted] can cancel if she wishes, but there is a Paid Call Earl Cancellation fee of $344.47. It would benefit Ms. S[redacted] to keep the warranty instead since she only has an unpaid premium of $119.97, which is less than the cancellation fee would be.Ms. S[redacted] was sent a copy of the full terms of her Home Warranty, and had a month before it was effective. In that time she could have reviewed all the terms and canceled then if she wanted. At this point, since we have explained why the compactor was not covered, we have closed our file.Sincerely,Dana S[redacted]Team Manager, Regulatory Complaints
December 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order.It is unfortunate that we failed [redacted]...
[redacted]
expectations when he recently attempted to cancel his order. We value [redacted] patronage and can understand how the series of events detailed in his
complaint has caused him to lose faith in Sears. We regret that this incident
occurred, and we can assure that his concerns have been forwarded to management
for review so that future problems of this nature can be averted. After
reviewing the notes in his order we found that a refund of $84.21 had been
processed on December 5, 2015. For [redacted] records the refund receipt
number is [redacted] Additionally, we hope that in the future [redacted]
will allow us another opportunity to provide him with a better example of
customer service that we have built our reputation upon. In the interim, we
have noted [redacted] concerns and respectfully ask to have this matter
closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Beth W[redacted] Dear [redacted] We have completed our investigation of Ms. W[redacted] complaint regarding her refrigerator. We found that Ms. W[redacted] was...
authorized for a replacement by the protection agreement department and a message was left of that information on the number we have on file ending in [redacted] Receipt # [redacted] shows her new refrigerator shows as delivered on October 23, 2017. Since Ms. W[redacted] refrigerator has been replaced we have closed this case. We apologize to Ms. W[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 14, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problems she encountered with the delivery of her...
new washer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled the delivery of her new washer. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We reached out to Store Manager Brad [redacted] to assist with Ms. [redacted] concerns. Mr. [redacted] confirmed that that the issue has been resolved. On February 1, 2017 the original order for the washer was cancelled and refunded to Ms. [redacted]. She then purchased and picked up the washer from the store that same day. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
November 11, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Lyle D[redacted]
Dear [redacted]
We have completed the investigation of Mr. D[redacted] complaint regarding his dissatisfaction that his [redacted] washer failed too soon...
and his request for a refund.
We apologize that Mr. D[redacted] washer failed to meet his expectations. 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 when the product is only a few weeks old. We would also like to clarify that the limited warranty on Mr. D[redacted] washer is held by [redacted] Inc. Sears is not an authorized warranty service provider for [redacted] Therefore, Mr. D[redacted] must continue to work with [redacted] regarding the repair or replacement of his washer.
As Mr. D[redacted] mentioned in his complaint, his request for an exchange was denied because it was 2 days after our 30 day return/exchange period. We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. D[redacted], when no one else has received one. Accordingly, as we were just adhering to our posted return policy, we are unable to honor his request.
We apologize to Mr. D[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 S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
January 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and...
non-receipt of a full refund. After researching the online order we found that the item was purchased from a Sears vendor direct. According to Sears Online they sent an email to Ms. [redacted] on December 2, 2015, asking for additional information to confirm the item had been returned. We ask that Ms. [redacted] provide the return tracking number, the date it was returned and the carrier she used to return the item (ex. [redacted]. Once Sears Online is able to verify that the product has been returned, then a refund can be processed. Ms. [redacted] may either contact Sears Online directly at [redacted] or via email at [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. E[redacted] complaint regarding his dissatisfaction with our customer service. ...
It is unfortunate that we failed Ms. E[redacted] expectations with her scheduled a refrigerator repair. We value Ms. E[redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. E[redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenience. Our records show that a food loss reimbursement check was processed on May 30, 2017 in the amount of $211.81 as is a benefit under the Master Protection Agreement. We respectfully ask that this matter be closed, since we have repaired Ms. E[redacted] refrigerator and noted her candid feedback. Again, we apologize to Ms. E[redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 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 Mr. [redacted] complaint regarding his recent visit to one of our auto centers.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
I have this vehicle in the shop currently (5/18/16), the customer and his wife were in this morning and we reviewed his account and every dollar they have spent and I explained all to him, Mr. [redacted] actually authorized additional work on the vehicle this morning (has a bad starter) and shook my hand and thanked me for working everything out for him(the biggest confusion was he had his work order copy and final invoice that he didn't realize were the same he thought he paid it twice), Although this has no impact the customer has spent $1918.34 in their total history of being serviced here, not the aforementioned $2800.00. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request 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 Complaints Specialist
[redacted]
Complaint[redacted]I rejected their response do I can advise of the outcome. SEARS can't even handle a decent reponse that makes sense. after another long phone call and another 5 days I finally received my refund. Tried to resolve really? thank you Revdex.com for trying to assist. No responsibility on their part.
I am rejecting this response because:
Sincerely,
[redacted]
October 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Tianjiang ** Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and his...
request to have the merchandise delivered. Ana Suarez, Direct Delivery Channel Support Specialist, provided the following response: It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order for delivery. We value Mr. [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr[redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Fortuantely, we were able to confirm that the order was delivered on October 18, 2016. Should Mr[redacted] have any questions or concerns, we encourage him to contact our office directly at (888) 848-7292 and ask to speak with any Home Delivery representative. Additionally, we hope that in the future Mr[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 have confirmed that delivery was completed, 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
May 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a full refund. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that a full refund of $1654.61 was issued on April 25, 2017. For Mr. [redacted] records, the refund was issued under the following return receipt numbers: under the following return receipt numbers: [redacted] and [redacted]. Additionally, we hope that in the future Mr. [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 a refund has been issued, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation