January 9, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Igor R[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. R[redacted] complaint...
regarding a recent promotion. The points in question were added to Mr. R[redacted] account. We suggest he use them quickly as they expire sooner than normal points, which was noted in the terms of the offer. In light of the aforementioned information, we have closed our file. We apologize to Mr. R[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: [redacted]
Initial Business Response /* (1000, 8, 2015/05/06) */
May 6, 2015
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
recent purchase.
First of all, we would like to apologize to [redacted] for this issue and thank him for bringing the matter to our attention. We want to assure [redacted] that we have taken steps to ensure that this does not reoccur. In order to resolve this issue, we have shipped the work bench and the versa track system to [redacted] home free of charge. By this time, [redacted] should have received both items and it is our hope that this will resolve the matter; therefore, we respectfully ask that this matter be considered closed.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears resolved the incident. They delivered the product as advertised. Additionally, Sears apologized. This is a stand up company that has regained my respect.
Complaint: [redacted]
I am rejecting this response because: Your company is refusing to take responsibility for what it's employees are promising it's customers in order to obtain a sale. We made this purchase with your company because we were told we would get the points for it. The man who sold us the washer and dryer promised we would receive the points and was also confirmed when we called the customer service line and we were assured that we would receive them. Your Tucson mall sales representative also assured us I believe his name was Mike. Your offer of 100 points is very condescending and your response is cold and uncaring. If your company had actually done an investigation you would have pulled our profile and looked at the notes each representative made when we called. This is the worst customer service experience I have ever had and I will be sharing my review on all social media, clearly your company is not honorable.
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]
June 29, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding her online order experience...
and request for a refund. We have attempted to contact Ms. [redacted] by telephone, but have not been able to speak with her. I have left a message with my contact information, asking for a return call to discuss her issue further. Additionally, we sent an email correspondence as we wanted to ensure that she has received the refund before closing this matter. Until we have an opportunity to discuss this matter with her, we are unable to work toward a resolution. If Ms. [redacted] still requires assistance, she is welcome to contact me at [redacted] or via email at [redacted]. We ask to have this matter closed in the interim, pending Ms. [redacted] response. We apologize to Ms. [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
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,
Chad [redacted]
June 30, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have not completed the investigation of Ms. [redacted] complaint regarding her washer. Ms....
[redacted] is currently scheduled to have a technician install several parts on June 30, 2016. Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repairs will resolve the issues with Ms. [redacted] washer, but we ask that this case remain open, pending the completion of Ms. [redacted] repair. Thank you for your patience. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the failure of her...
refrigerator outside the terms of her warranty and her request to receive reimbursement a service provider other than Sears. Ms. [redacted] was given accurate information in reference to her warranty. Namely that it only covered defects that manifest themselves in the first year. After that time, repairs would not be covered whether they were completed by Sears or by another provider. With that said, we can also understand her frustration at having something like this occur about a year and half after that warranty has expired. Due to that, as a one-time courtesy we are willing to send Ms. [redacted] the value of her outside service in the form of a Sears gift card for $100.00. If she would like to accept this, she is welcome to call me at [redacted] or email me at [redacted] so that this can be arranged. In the interim, since we feel we have proposed a reasonable alternative even though no warranty was in effect and we did not even provide the service, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
July 6, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]3 - Chakita [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the delay she encountered in...
receiving benefits under her Kmart Smart Plan on her TV.
We would clarify that the terms and conditions of the Smart Plan were outlined on the document Ms. [redacted] would have been provided with when she bought the plan. There are some instances that require a repair and might involve dropping it off or mailing it in, and others where a credit is provided once a cut cord is sent back. In Ms. [redacted] case, the plan required a repair. However, once we replaced the pcb board it was determined to need a new LED panel. Since the cost of this exceeded the value of the item, it was then considered uneconomical to repair. It is our understanding that authorization was then given so that Ms. [redacted] could receive a gift card or a credit voucher to purchase a new TV. Since this should have resolved her issue, we have closed our file.
We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
July 8, 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 online order experience...
and request for a refund. It is unfortunate that we failed Mr. [redacted] expectations as we value her patronage. We can understand how the series of events detailed in the 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. We truly regret any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in his order we found that Sears Online processed a full credit on July 1, 2016. Additionally, we hope that in the future he 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, since a full refund has been provided and we have noted his concerns, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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 Sears Home Services and repairs to his washer. Sears Home Services...
records indicate that repairs to Mr. [redacted] washer were completed on February 6, 2017. During the aforementioned service call the technician assigned to the call indicated that he installed a new shock and a door lock assembly. Once the unit was reassembled the washer was tested with towels in the drum and there were no issues. Since we have noted the completion of the repairs to Mr. [redacted] washer, 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]
November 30, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Melanie K[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. K[redacted] complaint regarding her dissatisfaction that her refrigerator failed too...
soon and her request for a refund on the charges she incurred for the in-home service visit.
We apologize that Ms. K[redacted] refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. According to our records, Ms. K[redacted] purchased the refrigerator on June 10, 2016 and she reported the ice maker issue on October 4, 2017. The manufacturer’s one year standard warranty expired and Ms. K[redacted] was advised that she would be responsible for the cost of the repair. Ms. K[redacted] mentioned that the refrigerator has a 4-year implied warranty; however, the owner’s manual has a disclaimer for implied warranties.
We can also understand how frustrating Ms. K[redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and on November 8, 2017 we issued Ms. K[redacted] a full refund on the service order. The credit was issued to her credit card ending in [redacted]. With that being said, since we have provided Ms. K[redacted] with her requested resolution, we have closed our file.
We apologize to Ms. K[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] Matilda.S[redacted]
Name and Title: MELISSA [redacted]
September 3, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: James M[redacted] - # 94568[redacted]
Dear Ms. [redacted]:
We have completed our investigation Mr. [redacted] complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms[redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure Mr[redacted] that we appreciate his 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 Mr. [redacted] concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Mr. [redacted] complaint, so that future problems can be averted. On August 2, 2015, the technician examined Mr. [redacted] refrigerator and subsequently repaired the dispenser switch bracket. Once the repair was completed, the refrigerator was tested and found to be operating properly. Again, we sincerely regret any inconvenience Mr[redacted] may have experienced due to the delay in repairing his refrigerator. Sandra [redacted] with unit 8038 spoke with Mr[redacted] after the repair to ensure his satisfaction. She provided him with her contact number in the event he needed future service. Lastly, as a conciliatory gesture, Ms. [redacted] submitted a request for a twelve-month extension to Mr. [redacted] Master Protection Agreement (MPA. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Mr[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
September 13, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Mona J. S[redacted] Dear [redacted] We have completed the...
investigation of Ms. S[redacted] complaint regarding her refrigerator. Unfortunately, the manufacturer’s warranty does not provide for compensation of any kind including incidental or consequential damages. However, as a courtesy, a check for $150.00 was sent to Ms. S[redacted] and it was cashed on September 7, 2017. In light of the aforementioned information, we have closed our file. We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a washer/dryer exchange. First, we...
would like to apologize to Mr. [redacted] for failing his expectations when he recently purchased a new washer and dryer from Sears. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted him to clarify the amount of refund he believed he is due. Mr. [redacted] advised that he is still owed $534.04, as well as the returned check fee of $19.00. After speaking with Mr. [redacted] we immediately contacted Store Manager [redacted] for assistance. After she researched Mr. [redacted] transactions, she confirmed that Mr. [redacted] was still owed $534.04. Therefore, on June 7, 2016, she processed a refund for $534.04 to his [redacted] account, which should post in the next few days. Additionally, a refund check for $19.00 has been processed and should be received by Mr. [redacted] in the next two weeks. In summary, since we have corrected our oversight and issued the monies Mr. [redacted] is due, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]7 - Steve [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the fee he refused to pay when our technician was in his home...
last December and presented him with an estimate to repair.
We would like to note that when it comes to electronic control boards, particularly for ovens, there can be scarce availability of new ones sometimes within only a few years of the manufacturing dates. When new boards are not available, the only option we have is to repair the board. Most of this type of electronic repair comes from designated facilities and the repair provider would send the board to one of these repair companies to have it repaired and then sent back to be installed. Because of this, many part sites indicate that the board is not orderable and would need to have a technician for any repairs.
We would also point out that Mr. [redacted] was informed when scheduling the call that he would have a minimum financial responsibility the day of the service of $79.00 that would be due even if he did not accept our estimate. If he was not pleased with those terms, then he could have chosen to contact someone else for a repair or estimate.
This means that the amount we have billed Mr. [redacted] is valid and he is technically responsible to pay it. With that said, as a one-time courtesy we are willing to cease billing him and we have notified our billing department of such. If he receives any further correspondence or contact related to this debt dated after today, then he is welcome to contact me via email at Dana.[redacted]@searshc.com or call me at 512-[redacted] In the interim, since we have explained that the charges were accurately billed to Mr. [redacted] and yet as a courtesy we have now waived these, we have closed our file.
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I will say I am NOT completely satisfied with the results but I am tired of fighting a corrupt business and will move on. It does appear the vibration is gone when I apply the brakes at highway speeds. BUT [redacted] told me originally none of the rotors were re-surfaced, and where I took my vehicle this last time they only resurfaced 1 of the rotors from what I saw.
It is absolutely amazing what businesses attempt to get away with in order to win a conflict while tossing morale out the window.
If you examine my past records with the sears auto center in [redacted] you will see I did business with them for years with no complaints whatsoever. Then all of a sudden a couple years ago there service record did a compete 180. I quit going and recently I thought I would see if they cleaned up their act, but discovered they only got worse. Plus having to spend countless hours trying to resolve it. I do have a question however. What will Sears do to the auto center manager at the [redacted] store that will continue to practice unethical business ? I believe I can answer that myself.
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service for his ** washer. As clarification, the contract to...
service the washer it is not held by Sears. Sears is one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted]. With that said, our records show that when our service technician arrived for service on April 10, 2017 he replaced the PBC computer board and filter assembly. [redacted] was informed of the delay in parts as is required with our contract with [redacted]. If Mr. [redacted] has any questions regarding his service coverage and what would constitute a replacement he will need to address this with [redacted]. Since it is our understanding that the repairs completed on April 10, 2017 have repaired the washer we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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 Mr. [redacted] complaint regarding his request for a full refund of his service call...
after he decided not to proceed with the repair. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his refrigerator was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $95.00. Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $95.00.” As illustrated above, the call taker explained that the minimum diagnostic fee is due even if a repair is not completed. In Mr. [redacted] case, the technician examined his refrigerator on July 5, 2016. After evaluating the unit for over an hour and discussing the issue with Sears Technical Assistance Center (STAC), he determined that a new control board was needed. Mr. [redacted] agreed to pay for the part, so the part was ordered. After the technician left, Mr. [redacted] changed his mind and decided to cancel the repair. Unfortunately, the part order could not be canceled and our records show that it was delivered to his home yesterday. [redacted] with [redacted] left a message with Mr. [redacted] on July 13, 2016, asking that he call back to let her know when the part can be picked up. With that said, we have processed a credit for $280.66, which is the amount that Mr. [redacted] paid minus the non-refundable trip charge of $102.12 ($95.00 plus $7.12 tax). Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next five to seven days. Unfortunately, we will not be refunding Mr. [redacted] the trip charge as the technician performed his duties and we have no reason to believe that his diagnosis was wrong. As this decision is commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his washer. Our records show that Mr. [redacted] was...
authorized for a replacement of his washer on March 13, 2017 by the Sears Protection Agreement Benefits department. If he has any questions on how to use the authorization number he need only contact the benefits department directly at [redacted]. Since Mr. [redacted] washer has been authorized for replacement under the terms and conditions of the master protection agreement we have closed this case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 9, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Igor R[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. R[redacted] complaint...
regarding a recent promotion. The points in question were added to Mr. R[redacted] account. We suggest he use them quickly as they expire sooner than normal points, which was noted in the terms of the offer. In light of the aforementioned information, we have closed our file. We apologize to Mr. R[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: [redacted]
Initial Business Response /* (1000, 8, 2015/05/06) */
May 6, 2015
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
recent purchase.
First of all, we would like to apologize to [redacted] for this issue and thank him for bringing the matter to our attention. We want to assure [redacted] that we have taken steps to ensure that this does not reoccur. In order to resolve this issue, we have shipped the work bench and the versa track system to [redacted] home free of charge. By this time, [redacted] should have received both items and it is our hope that this will resolve the matter; therefore, we respectfully ask that this matter be considered closed.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears resolved the incident. They delivered the product as advertised. Additionally, Sears apologized. This is a stand up company that has regained my respect.
Complaint: [redacted]
I am rejecting this response because: Your company is refusing to take responsibility for what it's employees are promising it's customers in order to obtain a sale. We made this purchase with your company because we were told we would get the points for it. The man who sold us the washer and dryer promised we would receive the points and was also confirmed when we called the customer service line and we were assured that we would receive them. Your Tucson mall sales representative also assured us I believe his name was Mike. Your offer of 100 points is very condescending and your response is cold and uncaring. If your company had actually done an investigation you would have pulled our profile and looked at the notes each representative made when we called. This is the worst customer service experience I have ever had and I will be sharing my review on all social media, clearly your company is not honorable.
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]
June 29, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding her online order experience...
and request for a refund. We have attempted to contact Ms. [redacted] by telephone, but have not been able to speak with her. I have left a message with my contact information, asking for a return call to discuss her issue further. Additionally, we sent an email correspondence as we wanted to ensure that she has received the refund before closing this matter. Until we have an opportunity to discuss this matter with her, we are unable to work toward a resolution. If Ms. [redacted] still requires assistance, she is welcome to contact me at [redacted] or via email at [redacted]. We ask to have this matter closed in the interim, pending Ms. [redacted] response. We apologize to Ms. [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
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,
Chad [redacted]
June 30, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have not completed the investigation of Ms. [redacted] complaint regarding her washer. Ms....
[redacted] is currently scheduled to have a technician install several parts on June 30, 2016. Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repairs will resolve the issues with Ms. [redacted] washer, but we ask that this case remain open, pending the completion of Ms. [redacted] repair. Thank you for your patience. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the failure of her...
refrigerator outside the terms of her warranty and her request to receive reimbursement a service provider other than Sears. Ms. [redacted] was given accurate information in reference to her warranty. Namely that it only covered defects that manifest themselves in the first year. After that time, repairs would not be covered whether they were completed by Sears or by another provider. With that said, we can also understand her frustration at having something like this occur about a year and half after that warranty has expired. Due to that, as a one-time courtesy we are willing to send Ms. [redacted] the value of her outside service in the form of a Sears gift card for $100.00. If she would like to accept this, she is welcome to call me at [redacted] or email me at [redacted] so that this can be arranged. In the interim, since we feel we have proposed a reasonable alternative even though no warranty was in effect and we did not even provide the service, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
July 6, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]3 - Chakita [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the delay she encountered in...
receiving benefits under her Kmart Smart Plan on her TV.
We would clarify that the terms and conditions of the Smart Plan were outlined on the document Ms. [redacted] would have been provided with when she bought the plan. There are some instances that require a repair and might involve dropping it off or mailing it in, and others where a credit is provided once a cut cord is sent back. In Ms. [redacted] case, the plan required a repair. However, once we replaced the pcb board it was determined to need a new LED panel. Since the cost of this exceeded the value of the item, it was then considered uneconomical to repair. It is our understanding that authorization was then given so that Ms. [redacted] could receive a gift card or a credit voucher to purchase a new TV. Since this should have resolved her issue, we have closed our file.
We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
July 8, 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 online order experience...
and request for a refund. It is unfortunate that we failed Mr. [redacted] expectations as we value her patronage. We can understand how the series of events detailed in the 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. We truly regret any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in his order we found that Sears Online processed a full credit on July 1, 2016. Additionally, we hope that in the future he 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, since a full refund has been provided and we have noted his concerns, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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 Sears Home Services and repairs to his washer. Sears Home Services...
records indicate that repairs to Mr. [redacted] washer were completed on February 6, 2017. During the aforementioned service call the technician assigned to the call indicated that he installed a new shock and a door lock assembly. Once the unit was reassembled the washer was tested with towels in the drum and there were no issues. Since we have noted the completion of the repairs to Mr. [redacted] washer, 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]
November 30, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Melanie K[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. K[redacted] complaint regarding her dissatisfaction that her refrigerator failed too...
soon and her request for a refund on the charges she incurred for the in-home service visit.
We apologize that Ms. K[redacted] refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. According to our records, Ms. K[redacted] purchased the refrigerator on June 10, 2016 and she reported the ice maker issue on October 4, 2017. The manufacturer’s one year standard warranty expired and Ms. K[redacted] was advised that she would be responsible for the cost of the repair. Ms. K[redacted] mentioned that the refrigerator has a 4-year implied warranty; however, the owner’s manual has a disclaimer for implied warranties.
We can also understand how frustrating Ms. K[redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and on November 8, 2017 we issued Ms. K[redacted] a full refund on the service order. The credit was issued to her credit card ending in [redacted]. With that being said, since we have provided Ms. K[redacted] with her requested resolution, we have closed our file.
We apologize to Ms. K[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] Matilda.S[redacted]
Contact...
Name and Title: MELISSA [redacted]
September 3, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: James M[redacted] - # 94568[redacted]
Dear Ms. [redacted]:
We have completed our investigation Mr. [redacted] complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms[redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure Mr[redacted] that we appreciate his 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 Mr. [redacted] concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Mr. [redacted] complaint, so that future problems can be averted. On August 2, 2015, the technician examined Mr. [redacted] refrigerator and subsequently repaired the dispenser switch bracket. Once the repair was completed, the refrigerator was tested and found to be operating properly. Again, we sincerely regret any inconvenience Mr[redacted] may have experienced due to the delay in repairing his refrigerator. Sandra [redacted] with unit 8038 spoke with Mr[redacted] after the repair to ensure his satisfaction. She provided him with her contact number in the event he needed future service. Lastly, as a conciliatory gesture, Ms. [redacted] submitted a request for a twelve-month extension to Mr. [redacted] Master Protection Agreement (MPA. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Mr[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
September 13, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Mona J. S[redacted] Dear [redacted] We have completed the...
investigation of Ms. S[redacted] complaint regarding her refrigerator. Unfortunately, the manufacturer’s warranty does not provide for compensation of any kind including incidental or consequential damages. However, as a courtesy, a check for $150.00 was sent to Ms. S[redacted] and it was cashed on September 7, 2017. In light of the aforementioned information, we have closed our file. We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a washer/dryer exchange. First, we...
would like to apologize to Mr. [redacted] for failing his expectations when he recently purchased a new washer and dryer from Sears. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted him to clarify the amount of refund he believed he is due. Mr. [redacted] advised that he is still owed $534.04, as well as the returned check fee of $19.00. After speaking with Mr. [redacted] we immediately contacted Store Manager [redacted] for assistance. After she researched Mr. [redacted] transactions, she confirmed that Mr. [redacted] was still owed $534.04. Therefore, on June 7, 2016, she processed a refund for $534.04 to his [redacted] account, which should post in the next few days. Additionally, a refund check for $19.00 has been processed and should be received by Mr. [redacted] in the next two weeks. In summary, since we have corrected our oversight and issued the monies Mr. [redacted] is due, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]7 - Steve [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the fee he refused to pay when our technician was in his home...
last December and presented him with an estimate to repair.
We would like to note that when it comes to electronic control boards, particularly for ovens, there can be scarce availability of new ones sometimes within only a few years of the manufacturing dates. When new boards are not available, the only option we have is to repair the board. Most of this type of electronic repair comes from designated facilities and the repair provider would send the board to one of these repair companies to have it repaired and then sent back to be installed. Because of this, many part sites indicate that the board is not orderable and would need to have a technician for any repairs.
We would also point out that Mr. [redacted] was informed when scheduling the call that he would have a minimum financial responsibility the day of the service of $79.00 that would be due even if he did not accept our estimate. If he was not pleased with those terms, then he could have chosen to contact someone else for a repair or estimate.
This means that the amount we have billed Mr. [redacted] is valid and he is technically responsible to pay it. With that said, as a one-time courtesy we are willing to cease billing him and we have notified our billing department of such. If he receives any further correspondence or contact related to this debt dated after today, then he is welcome to contact me via email at Dana.[redacted]@searshc.com or call me at 512-[redacted] In the interim, since we have explained that the charges were accurately billed to Mr. [redacted] and yet as a courtesy we have now waived these, we have closed our file.
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I will say I am NOT completely satisfied with the results but I am tired of fighting a corrupt business and will move on. It does appear the vibration is gone when I apply the brakes at highway speeds. BUT [redacted] told me originally none of the rotors were re-surfaced, and where I took my vehicle this last time they only resurfaced 1 of the rotors from what I saw.
It is absolutely amazing what businesses attempt to get away with in order to win a conflict while tossing morale out the window.
If you examine my past records with the sears auto center in [redacted] you will see I did business with them for years with no complaints whatsoever. Then all of a sudden a couple years ago there service record did a compete 180. I quit going and recently I thought I would see if they cleaned up their act, but discovered they only got worse. Plus having to spend countless hours trying to resolve it. I do have a question however. What will Sears do to the auto center manager at the [redacted] store that will continue to practice unethical business ? I believe I can answer that myself.
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service for his ** washer. As clarification, the contract to...
service the washer it is not held by Sears. Sears is one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted]. With that said, our records show that when our service technician arrived for service on April 10, 2017 he replaced the PBC computer board and filter assembly. [redacted] was informed of the delay in parts as is required with our contract with [redacted]. If Mr. [redacted] has any questions regarding his service coverage and what would constitute a replacement he will need to address this with [redacted]. Since it is our understanding that the repairs completed on April 10, 2017 have repaired the washer we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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 Mr. [redacted] complaint regarding his request for a full refund of his service call...
after he decided not to proceed with the repair. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his refrigerator was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $95.00. Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $95.00.” As illustrated above, the call taker explained that the minimum diagnostic fee is due even if a repair is not completed. In Mr. [redacted] case, the technician examined his refrigerator on July 5, 2016. After evaluating the unit for over an hour and discussing the issue with Sears Technical Assistance Center (STAC), he determined that a new control board was needed. Mr. [redacted] agreed to pay for the part, so the part was ordered. After the technician left, Mr. [redacted] changed his mind and decided to cancel the repair. Unfortunately, the part order could not be canceled and our records show that it was delivered to his home yesterday. [redacted] with [redacted] left a message with Mr. [redacted] on July 13, 2016, asking that he call back to let her know when the part can be picked up. With that said, we have processed a credit for $280.66, which is the amount that Mr. [redacted] paid minus the non-refundable trip charge of $102.12 ($95.00 plus $7.12 tax). Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next five to seven days. Unfortunately, we will not be refunding Mr. [redacted] the trip charge as the technician performed his duties and we have no reason to believe that his diagnosis was wrong. As this decision is commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his washer. Our records show that Mr. [redacted] was...
authorized for a replacement of his washer on March 13, 2017 by the Sears Protection Agreement Benefits department. If he has any questions on how to use the authorization number he need only contact the benefits department directly at [redacted]. Since Mr. [redacted] washer has been authorized for replacement under the terms and conditions of the master protection agreement we have closed this case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]