July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Lawrence [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding the appointment availability...
for service on his water heater. In regard to the delay Mr. [redacted] experienced receiving service, unfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customers. It is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occur. We are always looking for ways to improve on customer service and would like to assure Mr. [redacted] that his candid feedback has been forwarded to the appropriate parties regarding what occurred with our technician tagging his door saying he was not home. We apologize that we were unable to accommodate Mr. [redacted] schedule and arrange a mutually satisfying time frame for repair. Although we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possible especially when a consumer’s water supply may be affected. With that that said, our records reflect that the needed repair was completed on July 6, 2016. We respectfully ask that this complaint be closed as service has been completed, and the manufacturer’s warranty makes no provisions for compensation of any kind including incidental or consequential damages. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammi[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com [redacted]
March 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dryer repair. First,...
we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dryer. Due to the issues in obtaining a replacement part, the service unit decided to replace Mr. [redacted] dryer. Accordingly, an authorization for replacement was processed. The authorization is under [redacted] since the dryer and the repair are listed under her customer information. Ms. [redacted] and Mr. [redacted] are welcome to go to their local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist them. Ms. [redacted] and/or Mr. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new dryer will be delivered at no charge and the old unit removed. The new dryer will carry a one-year manufacturer’s warranty, effective from the date of delivery. With that said, since we are providing Mr. [redacted] and Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and Ms. [redacted] and 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 [redacted] We have completed our investigation of [redacted] complaint on her 2007 gas [redacted] dryer. Upon receipt of [redacted] complaint...
we reached out to the service unit to have a senior technician scheduled to investigate the dryer and her allegations that it was leaking. When our service unit was able to make contact with [redacted] she stated that she no longer had the Dryer. Since [redacted] no longer has the Dryer we are unable to reassess the dryer to either confirm or deny the allegations that our service technician misdiagnosed the dryer. As for [redacted] complaint regarding charges for the service. Our records show that when [redacted] called for service on June 15, 2016 she purchased a Service Smart Agreement for $209.99. This is a service agreement that is available to our out of warranty customers. Service was completed on June 21, 2016. [redacted] then called on June 24, 2016 and cancelled the Service Smart Agreement and received a refund of $120.99 which is the amount left over after the trip fee of $89.00. Since [redacted] cancelled the agreement any and all service charges are deducted from the cost of the protection agreement before a refund is provided. Since [redacted] no longer has the dryer and we have no way of confirming or denying [redacted] allegations of a misdiagnosis and we have explained the refund process we have closed our case. We apologize to [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]
Initial Business Response /* (1000, 10, 2015/06/05) */
June 5, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
This letter...
serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. Pictures and the invoice from the completed repair have been reviewed. This repair was not completed by a licensed contractor. SHIP offered to reimburse Mr. [redacted] for a reasonable amount for the damages that were present. We felt the invoice he presented was excessive for the small amount of damage that was present. Mr. [redacted] declined this offer. If Mr. [redacted] has any service issues to be addressed, he can contact me directly.
At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value Mr. [redacted] as a customer and appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st Class Postage
Initial Consumer Rebuttal /* (3000, 13, 2015/06/18) */
To Whom it May Concern,
On June 4th at 12:27 p.m. I declined Sears offer of $400.00 and a gift card of $50.00. They said that I paid too much money for the repairs and is only willing to pay what they offered. I am unwilling to settle with that price because this has been an ongoing issue for a year, and there was a thorough investigation that had to take place in ordered for the repairs to be completed. I am still requesting the full payment of $800.00. Please advise me in the next step of this process.
Final Business Response /* (4000, 15, 2015/06/24) */
June 24, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL XXXXX
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. Pictures and the invoice from the completed repair have been reviewed. This repair was not completed by a licensed contractor. SHIP offered to reimburse Mr. [redacted] for a reasonable amount for the damages that were present. We felt the invoice he presented was excessive for the small amount of damage. If the damages were proven to be the responsibility of SHIP we would still only be responsible for the actual damages, not repainting the whole house. Additionally, Mr. [redacted] was able to obtain estimates far below what he chose to pay. Mr. [redacted] declined our offer. If Mr. [redacted] has any service issues to be addressed, he can contact me directly.
At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value Mr. [redacted] as a customer and appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
Kimberly[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st Class Postage
Final Consumer Response /* (2000, 17, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am ready for this to end,just go away.
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]
Complaint: [redacted]
I am rejecting this response because:The information provided by Sears is not complete and my call out of those inconsistencies have not been addressed at this time. I received the email below from Sears Customer Service telling me to call the number below and they would help me with a replacement dishwasher. This email was recieved at the time a serviceman was at my home. That serviceman notified me that the part needed to repair my dishwasher was on back order and would not be available for another 3 weeks...and then time for repair. Below is my last response that Sears has failed to address or respond to.I called for service on 11/4 when the dishwasher started smoking and emitting a burning smell and when the tech arrived on 11/17, I did not turn away service. At the time that the service member was in my home, I received the email below from Sears Customer service. It led me to think that they would be helping with a replacement. Then the service member notified me that the part that was needed to repair my dishwasher was on back order until 12/5 and he could try to call around to find one sooner, but could not gaurauntee anything. He said that if I were pursuing a replacement machine that he would not try to find the part. I called customer service, but was on hold until after he left. I spent a long time on the phone with them and was notified that they had no record of the email below either. The only way they could get it was for me to fax it to them. I do not have easy access to a fax machine. When I called back for service repair later that night, they had no record of the service call or the part that I needed and was told that I would have to start over with an assessment or wait until notes from the tech were available.This web of service is frustrating and confusing.I will say that my dealings with Ms [redacted], although not fruitful, were professional and courteous. Sincerely, Katherine [redacted] Re2:Re: Re1: Kenmore Dishwasher - lemon (KMM68420954V28532L0KM) Dear Kate, Thank you for contacting Sears. I understand that you are informing us that the service for the dishwasher is completed more than 3 times and looking for a replacement. Please do contact our Customer solutions team at 800-479-6351 and they will be able to assist you regarding the replacement of the dishwasher. I appreciate your patience in this regard and look forward to serve you again. Sincerely, Ace S Sears Holdings Corporation 800-479-6351 Original Message Follows: ------------------------ Hello Ace, I did not give you incorrect information. Our dishwasher has been repaired on the following dates: 5/29/12 6/11/12 12/5/12 10/8/14 1/20/15 8/19/15 today That is more than 3 and I have Sears receipts to verify this information. To this point - there have been $1265.88 in repairs of the dishwasher and that is prior to the repairs today, 2 weeks ago - it smells like this dishwasher started on FIRE - we do not want this liability in our home. In my assessment Sears is trying to ride out our warranty and in the meantime throwing good money after bad and losing customers for life! I appreciate your apology, but it does nothing to repair our faith in Sears as consumers. Revdex.com will receive the same information. Sincerely, Kate [redacted] On Tue, Nov 15, 2016 at 9:36 AM, Sears Home Services - Customer Support 2 <[email protected]> wrote: Dear Kate, Thank you for contacting Sears. I completely understand your concern regarding the issue with the service of your dishwasher and you would like to get a refund. I owe you an apology for the trouble caused. As per the case details, I see that the service for the dishwasher is scheduled on 11/16/2016 and he dishwasher has completed only 3 service from 2014. I request you to continue with the service so that our technician will check what best can be done. I appreciate your patience in this regard and look forward to serve you again. Sincerely, Ace S Sears Holdings Corporation 800-479-6351 Original Message Follows: ------------------------ Hello, We are writing in regards to the dishwasher that is under extended warranty for account [redacted]. There is currently an open ticket and a service appointment for Wednesday 11/16. We do not want service on this faulty Kenmore dishwasher. It has proven to be a "lemon" and the service provided does not fix that! We are requiring that this unit be picked up and taken from our home on Wednesday and that we are given a refund for the cost of the dishwasher. We have put our trust in the Kenmore product and then the kenmore service one too many times. As you can see in our service report - this is the 7th call on this dishwasher - with many service issues leaving us without a dishwasher for weeks and months at a time. We will be contacting the Revdex.com regarding the poor product and most recently poor service. Please verify receipt of the message and your course of action. We can be contacted with any questions at this email or [redacted]
Sincerely,
Katherine [redacted]
[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] rebuttal. We have reviewed both our response and Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. Sears was contacted for service on June 30, 2016 at 8:56 am EST and a service order was opened with technician scheduled for July 8, 2016 on arrival the service technician found a part needed to be ordered and this was done on July 8, 2016 at approximately 4:35 EST. Per [redacted] tracking the part arrived on Wednesday July 13 at approximately 12:41 CST and left on the porch. Our service technician arrived the same day, July 13, 2016 at 3:16 pm EST and left after installing the part at 3:31 pm EST. We understand that Mr[redacted] is unhappy with the time to complete this service but this is well within our service guarantee. That being said if Mr[redacted] wants to have his Sears Appliance Warranty he most certainly can do this and will only need to contact the Sears Warranty department directly at [redacted] and they will be happy to assist. It is important to note that Mr[redacted] will be held responsible for the full retail cost of the refrigerator repair as was stated when he enrolled into the Sears Home Warranty program: Your Sears Home Warranty program is for a term of one year. It has a $50,000 limit per contract year and includes a $60 trade service fee per claim. Your first service call today will be covered up to $500 maximum for repair or replacement. Other than this first service call, your warranty coverage and program benefits under the plan begin 30 days from today. Please note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancel. There are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage. With that being said this case remains 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]
July 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. Z[redacted] complaint regarding his...
Shop Your Way Rewards (SYWR) account. We have spoken with Mr. Z** and the points he mentioned were added back to his account. In light of the aforementioned information, we have closed our file. We apologize to Mr. Z** 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]
Complaint: [redacted]
I am rejecting this response because:Revdex.com, thank you for your assistance. In reading this last response from Sears, the dates are incorrect and the problem misrepresented. There was only one visit where the control was installed and all subsequent calls were for the exact same error, clearly showing the initial problem was never resolved and the control replacement was not the problem. As I read the numerous complaints about Sears, it is clear to me I am in good company with folks that demonstrate integrity unlike Sears. Those disparaging remarks from the Sears Rep to distract us from the real issue were very unnecessary. These new problems resulted from technicians. There was only one problem that required resolution. I am confident that Searsdoes not know what they are doing. While Sears has refunded my money less the $80 service call visit, please share my report so that others can be forewarned of contacting Sears. Case closed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Perhaps you should discuss this with the sales person who obviously misrepresented the product. I was not told anything about a dollar for dollar replacement. His name is [redacted] from the Greenville NC Sears store. I was uneasy about the purchase because of the price reduction. I was assured that Sears had checked out the [redacted] dishwasher and there was no need for concern. I was told if there were any problems I should call Mr Wright. He gave me his card. I called several times. No response to any of my voicemails. Also the technician was told the information about the sale. I explained all of the information to the Sears technician. How is it that the response from Sears presumes to know what we've been through in our experience from the sale of the dishwasher to the information shared during the 4 visits from the technician. I regret that I believed the Sears salesperson our family has bought appliances from Sears prior to this experience. We will not do this again nor we will recommend Sears to anyone.
January 13, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Agnam M[redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. M[redacted] complaint regarding the charges for a recent service...
call to his range. It is regrettable that we failed Mr. M[redacted] expectations when he recently contacted Sears Home Services to repair his range. We value Mr. M[redacted] patronage and we sincerely apologize to Mr. M[redacted] for any inconvenience we may have caused. Upon receiving Mr. M[redacted] complaint, we reached out to him to provide documentation of the duplicate charge. Mr. M[redacted] complied and he advised that he had filed dispute with his credit card company. We subsequently explained to Mr. M[redacted] that since he disputed the charge with his credit card company, we are not able to process a refund. His credit card company should be able to see that the charge was processed twice and issue a credit; however, if for some reason the credit card company declines the chargeback, we would process a refund after confirming that no credit was issued to his account. Mr. M[redacted] can respond to Melissa.L[redacted] for further assistance if his chargeback is declined. As to Mr. M[redacted] concerns with the quality of the part that was replaced, we would like to clarify that his range was manufactured by [redacted] under the Kenmore branding, as Sears does not manufacture any products. Furthermore, at the time that [redacted] modified the bake burner, the manufacturer’s warranty on Mr. M[redacted] had already been expired for nearly two years, which means that he had no coverage in place to cover the cost of parts or labor. Lastly, the service bulletin that was issued in February of 2017, simply explained that a new bake burner was available and it has been improved so that the burner flames would be more even. This means that if the part failed, the new style of bake burner would be installed; however, since the part was only modified to improve the performance of the range and not to address a safety issue, the normal repair costs apply. Therefore, Mr. M[redacted] is not entitled to a refund for his range repair. In summary, since we have addressed Mr. M[redacted] concerns with the charges for his range repair, we have closed our file. Again, we apologize to Mr. M[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
April 24, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted...
to return her luggage after the 30 day return period.
We apologize for the delay in responding to this complaint. We are committed to providing a fair and equitable resolution. We reached out to Ms. [redacted] and requested additional information and are currently awaiting her response. We would like to note that nationwide our stores have been applying the return policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. However, since Ms. [redacted] mentioned in her complaint that the luggage was defective, we have requested proof of purchase, and the luggage brand and model. She also mentioned that the luggage broke during her trip and that there was not a Kmart in the area and she did not return from her trip until after our 30 day return period; therefore, we have also requested a copy of her flight itinerary. Ms. [redacted] agreed to scan and email the requested information, but we have not received it. Once we receive the requested information, we will continue with our investigation. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted] or at [redacted].
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 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Christopher [redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his...
dissatisfaction with the availability of service for his oven repair. First, we would like to apologize to Mr. [redacted] for failing his expectations when he recently scheduled service for his oven. We value Mr. [redacted] patronage and we sincerely apologize for any inconvenience he may have experienced. With that said, we would like to clarify that although Mr. [redacted] carries a Master Protection Agreement (MPA), there is no provision for preferential treatment in regard to scheduling. Even though we make every effort to schedule an appointment in a timely manner, there are only a limited number of appointments available and we must operate on a first come, first served basis. We are always trying to find better ways to address our customers’ needs, but there is no quick fix. While the agreement only provides for service during normal business hours, we do make commercially reasonable efforts to expedite service if the loss of use of the covered product threatens the consumer’s health or safety or if damage to or loss of property is threatened; however, there is no guarantee that expedited service would be provided. Once we received Mr. [redacted] complaint, we contacted the local service unit for assistance. They subsequently reached out to our Routing department to try to move up Mr. [redacted] appointment; unfortunately, sooner service was not available. Our records show that the repair to Mr. [redacted] oven was completed on November 16, 2016; eight days after he called for service. At this time, since we have completed the repair to Mr. [redacted] oven in accordance with the terms of his MPA, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Richard C. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding a...
recent service call for his refrigerator. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. Johnson. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. A follow-up service call had already been scheduled under Sears’ 90-day Service Guarantee, but Jim [redacted] with 7670 was able to move the appointment up to December 2, 2016. The technician found that the compressor that was previously installed did not receive a full charge. He subsequently charged the compressor and then tested the unit. He found no leaks, observed that the correct frost pattern was forming and noted that the temperature was falling; the service call was closed as complete. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely,
[redacted] Lando Regulatory Complaints Specialist
September 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94565192- Judith Ann [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding some earrings she purchased over three years ago. ...
At this point in time, we have no way of knowing if the earrings Ms. [redacted] has in her possession are the same ones we sold to her. However, we can assure her that we inspect our jewelry regularly for quality and there have been no issues. Furthermore, Ms. [redacted] only had 90 days to return her merchandise if dissatisfied. That point in time has long since passed. We want to note that even if Ms. [redacted] had returned the earrings in that time frame, she would not have been provided with a refund for what she paid, not the retail price or value of the items. We are not obligated to provide Ms. [redacted] with anything as we have pointed out, but we are willing to send her a check for what she paid as a courtesy. Ms. [redacted] can expect her check within 7-10 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for handling my complaint quickly. I appreciate your attentio to my customer service needs.
September 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: [redacted]7 – Robert [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience...
and his request for a refund of the cancelled order. We would first like to apologize for any inconvenience Mr. [redacted] experienced with this matter. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this further, we found that while the refund was processed the points had not bridged over to the account. We contacted the Shop Your Way Rewards team and they were able to return the points of 11,190 back to Mr. [redacted]’s account on September 19, 2016. 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 full 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11091103, and find that this resolution is satisfactory to me.
Sincerely,
Quin [redacted]
January 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the...
repair to her refrigerator. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair 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. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. On January 19, 2017, a Sears technician re-examined Ms. [redacted] refrigerator. Due to the ongoing issues, it was determined that the refrigerator should be replaced under the exceptional parts warranty. Ms. [redacted] was contacted and asked to select a new refrigerator. She provided the new Sears item number on January 23, 2017, and the exchange was processed. The new refrigerator was subsequently delivered on January 24, 2017. Additionally, we processed a refund in the amount of $380.08; the amount remaining of the fee she original paid to repair her refrigerator. Previous refunds for $99.00 and $202.57 were processed by our escalated customer service group, Customer Solutions. With that said, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Lawrence [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding the appointment availability...
for service on his water heater. In regard to the delay Mr. [redacted] experienced receiving service, unfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customers. It is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occur. We are always looking for ways to improve on customer service and would like to assure Mr. [redacted] that his candid feedback has been forwarded to the appropriate parties regarding what occurred with our technician tagging his door saying he was not home. We apologize that we were unable to accommodate Mr. [redacted] schedule and arrange a mutually satisfying time frame for repair. Although we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possible especially when a consumer’s water supply may be affected. With that that said, our records reflect that the needed repair was completed on July 6, 2016. We respectfully ask that this complaint be closed as service has been completed, and the manufacturer’s warranty makes no provisions for compensation of any kind including incidental or consequential damages. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammi[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com [redacted]
March 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dryer repair. First,...
we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dryer. Due to the issues in obtaining a replacement part, the service unit decided to replace Mr. [redacted] dryer. Accordingly, an authorization for replacement was processed. The authorization is under [redacted] since the dryer and the repair are listed under her customer information. Ms. [redacted] and Mr. [redacted] are welcome to go to their local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist them. Ms. [redacted] and/or Mr. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new dryer will be delivered at no charge and the old unit removed. The new dryer will carry a one-year manufacturer’s warranty, effective from the date of delivery. With that said, since we are providing Mr. [redacted] and Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and Ms. [redacted] and 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 [redacted] We have completed our investigation of [redacted] complaint on her 2007 gas [redacted] dryer. Upon receipt of [redacted] complaint...
we reached out to the service unit to have a senior technician scheduled to investigate the dryer and her allegations that it was leaking. When our service unit was able to make contact with [redacted] she stated that she no longer had the Dryer. Since [redacted] no longer has the Dryer we are unable to reassess the dryer to either confirm or deny the allegations that our service technician misdiagnosed the dryer. As for [redacted] complaint regarding charges for the service. Our records show that when [redacted] called for service on June 15, 2016 she purchased a Service Smart Agreement for $209.99. This is a service agreement that is available to our out of warranty customers. Service was completed on June 21, 2016. [redacted] then called on June 24, 2016 and cancelled the Service Smart Agreement and received a refund of $120.99 which is the amount left over after the trip fee of $89.00. Since [redacted] cancelled the agreement any and all service charges are deducted from the cost of the protection agreement before a refund is provided. Since [redacted] no longer has the dryer and we have no way of confirming or denying [redacted] allegations of a misdiagnosis and we have explained the refund process we have closed our case. We apologize to [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]
Initial Business Response /* (1000, 10, 2015/06/05) */
June 5, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
This letter...
serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. Pictures and the invoice from the completed repair have been reviewed. This repair was not completed by a licensed contractor. SHIP offered to reimburse Mr. [redacted] for a reasonable amount for the damages that were present. We felt the invoice he presented was excessive for the small amount of damage that was present. Mr. [redacted] declined this offer. If Mr. [redacted] has any service issues to be addressed, he can contact me directly.
At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value Mr. [redacted] as a customer and appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st Class Postage
Initial Consumer Rebuttal /* (3000, 13, 2015/06/18) */
To Whom it May Concern,
On June 4th at 12:27 p.m. I declined Sears offer of $400.00 and a gift card of $50.00. They said that I paid too much money for the repairs and is only willing to pay what they offered. I am unwilling to settle with that price because this has been an ongoing issue for a year, and there was a thorough investigation that had to take place in ordered for the repairs to be completed. I am still requesting the full payment of $800.00. Please advise me in the next step of this process.
Final Business Response /* (4000, 15, 2015/06/24) */
June 24, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL XXXXX
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. Pictures and the invoice from the completed repair have been reviewed. This repair was not completed by a licensed contractor. SHIP offered to reimburse Mr. [redacted] for a reasonable amount for the damages that were present. We felt the invoice he presented was excessive for the small amount of damage. If the damages were proven to be the responsibility of SHIP we would still only be responsible for the actual damages, not repainting the whole house. Additionally, Mr. [redacted] was able to obtain estimates far below what he chose to pay. Mr. [redacted] declined our offer. If Mr. [redacted] has any service issues to be addressed, he can contact me directly.
At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value Mr. [redacted] as a customer and appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
Kimberly[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st Class Postage
Final Consumer Response /* (2000, 17, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am ready for this to end,just go away.
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]
Complaint: [redacted]
I am rejecting this response because:The information provided by Sears is not complete and my call out of those inconsistencies have not been addressed at this time. I received the email below from Sears Customer Service telling me to call the number below and they would help me with a replacement dishwasher. This email was recieved at the time a serviceman was at my home. That serviceman notified me that the part needed to repair my dishwasher was on back order and would not be available for another 3 weeks...and then time for repair. Below is my last response that Sears has failed to address or respond to.I called for service on 11/4 when the dishwasher started smoking and emitting a burning smell and when the tech arrived on 11/17, I did not turn away service. At the time that the service member was in my home, I received the email below from Sears Customer service. It led me to think that they would be helping with a replacement. Then the service member notified me that the part that was needed to repair my dishwasher was on back order until 12/5 and he could try to call around to find one sooner, but could not gaurauntee anything. He said that if I were pursuing a replacement machine that he would not try to find the part. I called customer service, but was on hold until after he left. I spent a long time on the phone with them and was notified that they had no record of the email below either. The only way they could get it was for me to fax it to them. I do not have easy access to a fax machine. When I called back for service repair later that night, they had no record of the service call or the part that I needed and was told that I would have to start over with an assessment or wait until notes from the tech were available.This web of service is frustrating and confusing.I will say that my dealings with Ms [redacted], although not fruitful, were professional and courteous. Sincerely, Katherine [redacted] Re2:Re: Re1: Kenmore Dishwasher - lemon (KMM68420954V28532L0KM) Dear Kate, Thank you for contacting Sears. I understand that you are informing us that the service for the dishwasher is completed more than 3 times and looking for a replacement. Please do contact our Customer solutions team at 800-479-6351 and they will be able to assist you regarding the replacement of the dishwasher. I appreciate your patience in this regard and look forward to serve you again. Sincerely, Ace S Sears Holdings Corporation 800-479-6351 Original Message Follows: ------------------------ Hello Ace, I did not give you incorrect information. Our dishwasher has been repaired on the following dates: 5/29/12 6/11/12 12/5/12 10/8/14 1/20/15 8/19/15 today That is more than 3 and I have Sears receipts to verify this information. To this point - there have been $1265.88 in repairs of the dishwasher and that is prior to the repairs today, 2 weeks ago - it smells like this dishwasher started on FIRE - we do not want this liability in our home. In my assessment Sears is trying to ride out our warranty and in the meantime throwing good money after bad and losing customers for life! I appreciate your apology, but it does nothing to repair our faith in Sears as consumers. Revdex.com will receive the same information. Sincerely, Kate [redacted] On Tue, Nov 15, 2016 at 9:36 AM, Sears Home Services - Customer Support 2 <[email protected]> wrote: Dear Kate, Thank you for contacting Sears. I completely understand your concern regarding the issue with the service of your dishwasher and you would like to get a refund. I owe you an apology for the trouble caused. As per the case details, I see that the service for the dishwasher is scheduled on 11/16/2016 and he dishwasher has completed only 3 service from 2014. I request you to continue with the service so that our technician will check what best can be done. I appreciate your patience in this regard and look forward to serve you again. Sincerely, Ace S Sears Holdings Corporation 800-479-6351 Original Message Follows: ------------------------ Hello, We are writing in regards to the dishwasher that is under extended warranty for account [redacted]. There is currently an open ticket and a service appointment for Wednesday 11/16. We do not want service on this faulty Kenmore dishwasher. It has proven to be a "lemon" and the service provided does not fix that! We are requiring that this unit be picked up and taken from our home on Wednesday and that we are given a refund for the cost of the dishwasher. We have put our trust in the Kenmore product and then the kenmore service one too many times. As you can see in our service report - this is the 7th call on this dishwasher - with many service issues leaving us without a dishwasher for weeks and months at a time. We will be contacting the Revdex.com regarding the poor product and most recently poor service. Please verify receipt of the message and your course of action. We can be contacted with any questions at this email or [redacted]
Sincerely,
Katherine [redacted]
[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] rebuttal. We have reviewed both our response and Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. Sears was contacted for service on June 30, 2016 at 8:56 am EST and a service order was opened with technician scheduled for July 8, 2016 on arrival the service technician found a part needed to be ordered and this was done on July 8, 2016 at approximately 4:35 EST. Per [redacted] tracking the part arrived on Wednesday July 13 at approximately 12:41 CST and left on the porch. Our service technician arrived the same day, July 13, 2016 at 3:16 pm EST and left after installing the part at 3:31 pm EST. We understand that Mr[redacted] is unhappy with the time to complete this service but this is well within our service guarantee. That being said if Mr[redacted] wants to have his Sears Appliance Warranty he most certainly can do this and will only need to contact the Sears Warranty department directly at [redacted] and they will be happy to assist. It is important to note that Mr[redacted] will be held responsible for the full retail cost of the refrigerator repair as was stated when he enrolled into the Sears Home Warranty program: Your Sears Home Warranty program is for a term of one year. It has a $50,000 limit per contract year and includes a $60 trade service fee per claim. Your first service call today will be covered up to $500 maximum for repair or replacement. Other than this first service call, your warranty coverage and program benefits under the plan begin 30 days from today. Please note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancel. There are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage. With that being said this case remains 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]
July 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. Z[redacted] complaint regarding his...
Shop Your Way Rewards (SYWR) account. We have spoken with Mr. Z** and the points he mentioned were added back to his account. In light of the aforementioned information, we have closed our file. We apologize to Mr. Z** 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]
Complaint: [redacted]
I am rejecting this response because:Revdex.com, thank you for your assistance. In reading this last response from Sears, the dates are incorrect and the problem misrepresented. There was only one visit where the control was installed and all subsequent calls were for the exact same error, clearly showing the initial problem was never resolved and the control replacement was not the problem. As I read the numerous complaints about Sears, it is clear to me I am in good company with folks that demonstrate integrity unlike Sears. Those disparaging remarks from the Sears Rep to distract us from the real issue were very unnecessary. These new problems resulted from technicians. There was only one problem that required resolution. I am confident that Searsdoes not know what they are doing. While Sears has refunded my money less the $80 service call visit, please share my report so that others can be forewarned of contacting Sears. Case closed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Perhaps you should discuss this with the sales person who obviously misrepresented the product. I was not told anything about a dollar for dollar replacement. His name is [redacted] from the Greenville NC Sears store. I was uneasy about the purchase because of the price reduction. I was assured that Sears had checked out the [redacted] dishwasher and there was no need for concern. I was told if there were any problems I should call Mr Wright. He gave me his card. I called several times. No response to any of my voicemails. Also the technician was told the information about the sale. I explained all of the information to the Sears technician. How is it that the response from Sears presumes to know what we've been through in our experience from the sale of the dishwasher to the information shared during the 4 visits from the technician. I regret that I believed the Sears salesperson our family has bought appliances from Sears prior to this experience. We will not do this again nor we will recommend Sears to anyone.
January 13, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Agnam M[redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. M[redacted] complaint regarding the charges for a recent service...
call to his range. It is regrettable that we failed Mr. M[redacted] expectations when he recently contacted Sears Home Services to repair his range. We value Mr. M[redacted] patronage and we sincerely apologize to Mr. M[redacted] for any inconvenience we may have caused. Upon receiving Mr. M[redacted] complaint, we reached out to him to provide documentation of the duplicate charge. Mr. M[redacted] complied and he advised that he had filed dispute with his credit card company. We subsequently explained to Mr. M[redacted] that since he disputed the charge with his credit card company, we are not able to process a refund. His credit card company should be able to see that the charge was processed twice and issue a credit; however, if for some reason the credit card company declines the chargeback, we would process a refund after confirming that no credit was issued to his account. Mr. M[redacted] can respond to Melissa.L[redacted] for further assistance if his chargeback is declined. As to Mr. M[redacted] concerns with the quality of the part that was replaced, we would like to clarify that his range was manufactured by [redacted] under the Kenmore branding, as Sears does not manufacture any products. Furthermore, at the time that [redacted] modified the bake burner, the manufacturer’s warranty on Mr. M[redacted] had already been expired for nearly two years, which means that he had no coverage in place to cover the cost of parts or labor. Lastly, the service bulletin that was issued in February of 2017, simply explained that a new bake burner was available and it has been improved so that the burner flames would be more even. This means that if the part failed, the new style of bake burner would be installed; however, since the part was only modified to improve the performance of the range and not to address a safety issue, the normal repair costs apply. Therefore, Mr. M[redacted] is not entitled to a refund for his range repair. In summary, since we have addressed Mr. M[redacted] concerns with the charges for his range repair, we have closed our file. Again, we apologize to Mr. M[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
as long as they return my contract fee
April 24, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted...
to return her luggage after the 30 day return period.
We apologize for the delay in responding to this complaint. We are committed to providing a fair and equitable resolution. We reached out to Ms. [redacted] and requested additional information and are currently awaiting her response. We would like to note that nationwide our stores have been applying the return policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. However, since Ms. [redacted] mentioned in her complaint that the luggage was defective, we have requested proof of purchase, and the luggage brand and model. She also mentioned that the luggage broke during her trip and that there was not a Kmart in the area and she did not return from her trip until after our 30 day return period; therefore, we have also requested a copy of her flight itinerary. Ms. [redacted] agreed to scan and email the requested information, but we have not received it. Once we receive the requested information, we will continue with our investigation. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted] or at [redacted].
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 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Christopher [redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his...
dissatisfaction with the availability of service for his oven repair. First, we would like to apologize to Mr. [redacted] for failing his expectations when he recently scheduled service for his oven. We value Mr. [redacted] patronage and we sincerely apologize for any inconvenience he may have experienced. With that said, we would like to clarify that although Mr. [redacted] carries a Master Protection Agreement (MPA), there is no provision for preferential treatment in regard to scheduling. Even though we make every effort to schedule an appointment in a timely manner, there are only a limited number of appointments available and we must operate on a first come, first served basis. We are always trying to find better ways to address our customers’ needs, but there is no quick fix. While the agreement only provides for service during normal business hours, we do make commercially reasonable efforts to expedite service if the loss of use of the covered product threatens the consumer’s health or safety or if damage to or loss of property is threatened; however, there is no guarantee that expedited service would be provided. Once we received Mr. [redacted] complaint, we contacted the local service unit for assistance. They subsequently reached out to our Routing department to try to move up Mr. [redacted] appointment; unfortunately, sooner service was not available. Our records show that the repair to Mr. [redacted] oven was completed on November 16, 2016; eight days after he called for service. At this time, since we have completed the repair to Mr. [redacted] oven in accordance with the terms of his MPA, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Richard C. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding a...
recent service call for his refrigerator. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. Johnson. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. A follow-up service call had already been scheduled under Sears’ 90-day Service Guarantee, but Jim [redacted] with 7670 was able to move the appointment up to December 2, 2016. The technician found that the compressor that was previously installed did not receive a full charge. He subsequently charged the compressor and then tested the unit. He found no leaks, observed that the correct frost pattern was forming and noted that the temperature was falling; the service call was closed as complete. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely,
[redacted] Lando Regulatory Complaints Specialist
September 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94565192- Judith Ann [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding some earrings she purchased over three years ago. ...
At this point in time, we have no way of knowing if the earrings Ms. [redacted] has in her possession are the same ones we sold to her. However, we can assure her that we inspect our jewelry regularly for quality and there have been no issues. Furthermore, Ms. [redacted] only had 90 days to return her merchandise if dissatisfied. That point in time has long since passed. We want to note that even if Ms. [redacted] had returned the earrings in that time frame, she would not have been provided with a refund for what she paid, not the retail price or value of the items. We are not obligated to provide Ms. [redacted] with anything as we have pointed out, but we are willing to send her a check for what she paid as a courtesy. Ms. [redacted] can expect her check within 7-10 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for handling my complaint quickly. I appreciate your attentio to my customer service needs.
September 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: [redacted]7 – Robert [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience...
and his request for a refund of the cancelled order. We would first like to apologize for any inconvenience Mr. [redacted] experienced with this matter. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this further, we found that while the refund was processed the points had not bridged over to the account. We contacted the Shop Your Way Rewards team and they were able to return the points of 11,190 back to Mr. [redacted]’s account on September 19, 2016. 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 full 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11091103, and find that this resolution is satisfactory to me.
Sincerely,
Quin [redacted]
January 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the...
repair to her refrigerator. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair 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. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. On January 19, 2017, a Sears technician re-examined Ms. [redacted] refrigerator. Due to the ongoing issues, it was determined that the refrigerator should be replaced under the exceptional parts warranty. Ms. [redacted] was contacted and asked to select a new refrigerator. She provided the new Sears item number on January 23, 2017, and the exchange was processed. The new refrigerator was subsequently delivered on January 24, 2017. Additionally, we processed a refund in the amount of $380.08; the amount remaining of the fee she original paid to repair her refrigerator. Previous refunds for $99.00 and $202.57 were processed by our escalated customer service group, Customer Solutions. With that said, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist