May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal regarding his request to be refunded the tax amount of $1.47 for a sears.com order that has already been refunded. Upon receipt of [redacted] rebuttal, we issued a refund of $1.59 to his [redacted] account ending in [redacted]. [redacted] may expect this credit to become visible within up to 7 days from the issue date, as posting dates depend solely on the practices of the credit provider. [redacted] is welcome to contact me directly if he has any further questions or concerns about this issue or his refund. We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
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. Thank you that makes me very happy, what is the next step in getting a replacement?
Sincerely,
[redacted]
September 27, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] Jean Gilroy-O[redacted]
Dear [redacted]
We have completed the investigation of Ms. O[redacted]’s rebuttal to our response regarding her dissatisfaction with performance of her washer and the multiple repair attempts to resolve the oversudsing issue.
We have Ms. O[redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, we reviewed the service history on the dishwasher and on May 16, 2017 and again on June 20, 2017 our technicians assessed the dishwasher and were unable to duplicate the oversudsing issue. We would like to note that the manufacturer’s warranty on the dishwasher expired on July 3, 2017 and Ms. O[redacted] did not purchase an extended warranty for her dishwasher. However, on July 24, 2017 and September 11, 2017 Ms. O[redacted] requested service again on her dishwasher. For customer satisfaction, we provided service at no charge to Ms. O[redacted]. On September 18, 2017 our senior technician ran a cycle on the dishwasher and reported again that he was unable to duplicate the oversudsing issue; there is no functional problem with the dishwasher. Ms. O[redacted] reported that the dishwasher continues to leak suds.
While we understand that Ms. O[redacted] was dissatisfied with the technician’s findings, the fact remains that the dishwasher is leaking due to the oversudsing. Oversudsing can be caused by various reasons such as using the wrong or too much detergent, too much rinse aid dispensed during cycle, or soap build up in dishwasher. We recommend setting the rinse aid dispenser on the lowest setting, or not to add additional rinse aid since most dishwashing tablets have rinse aid already in them. Ms. O[redacted] may have to thoroughly clean out the dishwasher several times using Lemi-Shine or other cleaning methods which are suggested online.
As far as Ms. O[redacted]’s request for an exchange is concerned, we did not find that this was warranted, particularly since our technicians are unable to duplicate the oversudsing issue. Ms. O[redacted] mentioned in her complaint that she requested an extension on the warranty, but was denied. As a goodwill gesture, we contacted Ms. O[redacted] and offered to add a one year protection agreement on the dishwasher; at no additional charge. We advised Ms. O[redacted] that this would cover parts and labor on the dishwasher, except for the oversudsing issue. Ms. O[redacted] declined the offer and she requested to return the unit for a refund. We denied her request and offered Ms. O[redacted] a 30% discount towards a new dishwasher from Sears; Ms. O[redacted] declined the offer. We feel that our offers are more than reasonable. If Ms. O[redacted] would like to accept one of our offers, she can contact me on or before October 5, 2017. As this decision is commensurate to the circumstances, we have closed our file.
We apologize to Ms. O[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]
September 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Gayana Y[redacted] L[redacted] * [redacted] Dear [redacted] We have completed our investigation of Ms. L[redacted] complaint regarding...
Sears Home Services. It is regrettable that we failed Ms. L[redacted] expectations when she recently contacted Sears Home Services to repair her tenant’s dishwasher. We value Ms. L[redacted] patronage and 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 apologize to Ms. L** and her tenant for any inconvenience we may have caused. Upon receiving Ms. L[redacted] complaint, we contacted the local office unit for assistance. Alice with unit [redacted] called Ms. L** to apologize and to see if she still needed to scheduled service. Ms. L** explained that she had another service provider repair the dishwasher. As a conciliatory gesture, Alice offered Ms. L** a $100.00 gift card as a goodwill gesture. Ms. L** accepted and she should receive it in the mail in the next two to three weeks. With that said, since we have documented Ms. L[redacted] concerns with the repair process and we have confirmed that she no longer requires service, we ask that this matter be closed. Again, we apologize to Ms. L** and her tenant and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
August 18, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94[redacted] - Robert [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] rebuttal complaint to the previous response provided.
We have reviewed Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. It is our understanding that the account in question is Mr. [redacted] Express account. As such, we have explained that a credit of $332.96 will be reflected in Mr. [redacted] Express account. We are not familiar with Mr. [redacted] account or card number that he is referring to in his rebuttal. However, we would like to clarify that it can take up to thirty days for the credit to reflect in his [redacted] Express account. If Mr. [redacted] does not see the refund in his August statement then he may need to allow more time in order to receive his September statement. In the interim, since we have process the credit back to the original account he used at the time of purchase, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Gerald P[redacted]
December 7, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10957584 – Frances [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple repair attempts on her...
refrigerator.Upon receiving Ms. [redacted]’s complaint, we have reviewed her service history and can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Ms. [redacted] has had several repairs, yet not functional, qualifying repairs. Ms. [redacted] currently has two functional repairs which were completed on 5/08/15 and 5/27/15 where gaskets were replaced. Repairs on 11/05/15 and 11/25/15 did not have any parts replaced and therefore are not considered to be functional failures. That being said, unfortunately, Ms. [redacted] does not currently qualify for a replacement. She is scheduled for repair tomorrow, 12/08/15. Because we have addressed Ms. [redacted]’s complaint, we respectfully request this complaint be closed.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
September 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94565416- Donna [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her patio furniture.
We have spoken with Numark, the...
vendor who manufactures the furniture Ms. [redacted] purchased. They have sent two chairs to Ms. [redacted] and they should arrive shortly. 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
Initial Business Response /* (1000, 10, 2015/08/21) */
August 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her...
dissatisfaction with the performance of her refrigerator and the multiple repair attempts to repair the leak problem.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Ms. [redacted]'s service history, and under the aforementioned terms, she did not meet the criteria for replacement.
We can also understand how frustrating Ms. [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 she was offered a replacement for the refrigerator. On August 21, 2015 we provided Ms. [redacted] the authorization information and instructions for the replacement for a comparable model. In the interim, we have addressed the issue brought forth in Ms. [redacted]'s complaint, we have closed our file.
Again, 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]
Initial Consumer Rebuttal /* (2000, 12, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for your assistance.
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,
Persephone [redacted]
October 4, 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 washer repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to a recently scheduled repair appointment. 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 the local service unit for assistance. [redacted] with [redacted] responded that they were able to move Mr. [redacted] appointment up to September 30, 2016. On the day of service, the technician replaced the pump and the bellow; completing the repair. With that said, since we have documented Mr. [redacted] concerns and accommodated his request for sooner service, 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
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. They never tried to contact me before selling my dryer. They had my phone number and email address and I never heard anything from them. I even contacted customer service to see if they can deliver my dryer, but they wouldn't deliver it. Regardless of what happened before, Sears made everything right when they contacted me recently. They let me buy a new dryer for the same price and this new dryer is much better than the one I bought before. I am very very happy with my new dryer and with Sears.I consider this resolved.
Sincerely,
Kevin [redacted]
October 3, 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 Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. We reached out to the Sears Shop Your Way Rewards department to research further. We confirmed that a refund of $3.73 was returned in points on September 10, 2016. In reference to the return, Ms. [redacted] did lose $20.00 in points since the order no longer qualified for the offers that it originally qualified for. However, she was given those points back as a courtesy on September 12, 2016. Finally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her recent order from one...
of our 3rd party vendors online.
We have received Ms. [redacted] complaint and apologize that the order she placed online was not received in full. Per our records, Ms. [redacted] was refunded on July 20, 2016 for her entire order. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[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 service experience. On receipt of Mr. [redacted]...
complaint we reached out to the service unit, parts were ordered on July 8, 2016 and installed on July 13, 2016. It is our understanding that the refrigerator is working as designed and there are no issues at this time. It is unfortunate that we failed Mr. [redacted] expectations with his repair. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret the incident occurred, but we can assure Mr[redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenience. We respectfully ask that this matter be closed, since we have repaired Mr. [redacted] refrigerator and noted his candid feedback. 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
A Sears representative called us and offered to hear our complaint and resolve it with us. However, we had already been contacted by LG Appliances with an offer to replace the refrigerator or refund our purchase price. We opted to take the refund and have received a check from LG. We are satisfied with the resolution of this case and are very grateful to Revdex.com for helping us. Sears and LG both responded appropriately.
Initial Business Response /* (1000, 5, 2015/10/21) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding A&E Factory...
Service and repairs to her washer.
[redacted], A&E Factory Service, Support Specialist provided the following response:
It is unfortunate that we failed Ms. [redacted] expectations when she called A&E Factory Service for service on her washer. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in A&E Factory Service. We can assure Ms.[redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms.[redacted] will allow us another opportunity in the future to provide her with the type of customer service that A&E Factory Service has built our reputation upon, but we would understand if this is not possible. I spoke with Ms.[redacted] after the technician completed the repairs to her washer and was informed that the washer was working as expected. If I can be of any additional assistance to Ms.[redacted], she can contact Gene Longden at 315/708-7537. Since we have been informed that the repairs to Ms. [redacted] washer have been repaired to her satisfaction, we ask that this complaint be closed.
We apologize to Ms.[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted], called me and listen to everything I complained about and agreed with me how awful the customer service line that I called was. Lets hope this helps with getting them some training or if they can not help in the future to send me to proper people then can. [redacted] has given me her number and if in the future I have issues I will call her.
March 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed the investigation...
of Ms. [redacted] complaint regarding her TV. According to our records, the technician that was sent consulted with our support team, who works directly with the manufacturers, and they determined that the issue appeared to be coming from Ms. [redacted] surround sound system and not the TV. Ms. [redacted] manufacturer’s warranty only covers defects in materials or workmanship and our return policy is only valid for thirty days from the date of purchase. As such, we are unable to grant her request and we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. �...⇄ Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal regarding his request to be refunded the tax amount of $1.47 for a sears.com order that has already been refunded. Upon receipt of [redacted] rebuttal, we issued a refund of $1.59 to his [redacted] account ending in [redacted]. [redacted] may expect this credit to become visible within up to 7 days from the issue date, as posting dates depend solely on the practices of the credit provider. [redacted] is welcome to contact me directly if he has any further questions or concerns about this issue or his refund. We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
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. Thank you that makes me very happy, what is the next step in getting a replacement?
Sincerely,
[redacted]
September 27, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] Jean Gilroy-O[redacted]
Dear [redacted]
We have completed the investigation of Ms. O[redacted]’s rebuttal to our response regarding her dissatisfaction with performance of her washer and the multiple repair attempts to resolve the oversudsing issue.
We have Ms. O[redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, we reviewed the service history on the dishwasher and on May 16, 2017 and again on June 20, 2017 our technicians assessed the dishwasher and were unable to duplicate the oversudsing issue. We would like to note that the manufacturer’s warranty on the dishwasher expired on July 3, 2017 and Ms. O[redacted] did not purchase an extended warranty for her dishwasher. However, on July 24, 2017 and September 11, 2017 Ms. O[redacted] requested service again on her dishwasher. For customer satisfaction, we provided service at no charge to Ms. O[redacted]. On September 18, 2017 our senior technician ran a cycle on the dishwasher and reported again that he was unable to duplicate the oversudsing issue; there is no functional problem with the dishwasher. Ms. O[redacted] reported that the dishwasher continues to leak suds.
While we understand that Ms. O[redacted] was dissatisfied with the technician’s findings, the fact remains that the dishwasher is leaking due to the oversudsing. Oversudsing can be caused by various reasons such as using the wrong or too much detergent, too much rinse aid dispensed during cycle, or soap build up in dishwasher. We recommend setting the rinse aid dispenser on the lowest setting, or not to add additional rinse aid since most dishwashing tablets have rinse aid already in them. Ms. O[redacted] may have to thoroughly clean out the dishwasher several times using Lemi-Shine or other cleaning methods which are suggested online.
As far as Ms. O[redacted]’s request for an exchange is concerned, we did not find that this was warranted, particularly since our technicians are unable to duplicate the oversudsing issue. Ms. O[redacted] mentioned in her complaint that she requested an extension on the warranty, but was denied. As a goodwill gesture, we contacted Ms. O[redacted] and offered to add a one year protection agreement on the dishwasher; at no additional charge. We advised Ms. O[redacted] that this would cover parts and labor on the dishwasher, except for the oversudsing issue. Ms. O[redacted] declined the offer and she requested to return the unit for a refund. We denied her request and offered Ms. O[redacted] a 30% discount towards a new dishwasher from Sears; Ms. O[redacted] declined the offer. We feel that our offers are more than reasonable. If Ms. O[redacted] would like to accept one of our offers, she can contact me on or before October 5, 2017. As this decision is commensurate to the circumstances, we have closed our file.
We apologize to Ms. O[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]
September 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Gayana Y[redacted] L[redacted] * [redacted] Dear [redacted] We have completed our investigation of Ms. L[redacted] complaint regarding...
Sears Home Services. It is regrettable that we failed Ms. L[redacted] expectations when she recently contacted Sears Home Services to repair her tenant’s dishwasher. We value Ms. L[redacted] patronage and 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 apologize to Ms. L** and her tenant for any inconvenience we may have caused. Upon receiving Ms. L[redacted] complaint, we contacted the local office unit for assistance. Alice with unit [redacted] called Ms. L** to apologize and to see if she still needed to scheduled service. Ms. L** explained that she had another service provider repair the dishwasher. As a conciliatory gesture, Alice offered Ms. L** a $100.00 gift card as a goodwill gesture. Ms. L** accepted and she should receive it in the mail in the next two to three weeks. With that said, since we have documented Ms. L[redacted] concerns with the repair process and we have confirmed that she no longer requires service, we ask that this matter be closed. Again, we apologize to Ms. L** and her tenant and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
August 18, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94[redacted] - Robert [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] rebuttal complaint to the previous response provided.
We have reviewed Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. It is our understanding that the account in question is Mr. [redacted] Express account. As such, we have explained that a credit of $332.96 will be reflected in Mr. [redacted] Express account. We are not familiar with Mr. [redacted] account or card number that he is referring to in his rebuttal. However, we would like to clarify that it can take up to thirty days for the credit to reflect in his [redacted] Express account. If Mr. [redacted] does not see the refund in his August statement then he may need to allow more time in order to receive his September statement. In the interim, since we have process the credit back to the original account he used at the time of purchase, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Gerald P[redacted]
December 7, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10957584 – Frances [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple repair attempts on her...
refrigerator.Upon receiving Ms. [redacted]’s complaint, we have reviewed her service history and can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Ms. [redacted] has had several repairs, yet not functional, qualifying repairs. Ms. [redacted] currently has two functional repairs which were completed on 5/08/15 and 5/27/15 where gaskets were replaced. Repairs on 11/05/15 and 11/25/15 did not have any parts replaced and therefore are not considered to be functional failures. That being said, unfortunately, Ms. [redacted] does not currently qualify for a replacement. She is scheduled for repair tomorrow, 12/08/15. Because we have addressed Ms. [redacted]’s complaint, we respectfully request this complaint be closed.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
September 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94565416- Donna [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her patio furniture.
We have spoken with Numark, the...
vendor who manufactures the furniture Ms. [redacted] purchased. They have sent two chairs to Ms. [redacted] and they should arrive shortly. 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
Initial Business Response /* (1000, 10, 2015/08/21) */
August 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her...
dissatisfaction with the performance of her refrigerator and the multiple repair attempts to repair the leak problem.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Ms. [redacted]'s service history, and under the aforementioned terms, she did not meet the criteria for replacement.
We can also understand how frustrating Ms. [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 she was offered a replacement for the refrigerator. On August 21, 2015 we provided Ms. [redacted] the authorization information and instructions for the replacement for a comparable model. In the interim, we have addressed the issue brought forth in Ms. [redacted]'s complaint, we have closed our file.
Again, 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]
Initial Consumer Rebuttal /* (2000, 12, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for your assistance.
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,
Persephone [redacted]
October 4, 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 washer repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to a recently scheduled repair appointment. 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 the local service unit for assistance. [redacted] with [redacted] responded that they were able to move Mr. [redacted] appointment up to September 30, 2016. On the day of service, the technician replaced the pump and the bellow; completing the repair. With that said, since we have documented Mr. [redacted] concerns and accommodated his request for sooner service, 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
Complaint[redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They never tried to contact me before selling my dryer. They had my phone number and email address and I never heard anything from them. I even contacted customer service to see if they can deliver my dryer, but they wouldn't deliver it. Regardless of what happened before, Sears made everything right when they contacted me recently. They let me buy a new dryer for the same price and this new dryer is much better than the one I bought before. I am very very happy with my new dryer and with Sears.I consider this resolved.
Sincerely,
Kevin [redacted]
October 3, 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 Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. We reached out to the Sears Shop Your Way Rewards department to research further. We confirmed that a refund of $3.73 was returned in points on September 10, 2016. In reference to the return, Ms. [redacted] did lose $20.00 in points since the order no longer qualified for the offers that it originally qualified for. However, she was given those points back as a courtesy on September 12, 2016. Finally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 1, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her recent order from one...
of our 3rd party vendors online.
We have received Ms. [redacted] complaint and apologize that the order she placed online was not received in full. Per our records, Ms. [redacted] was refunded on July 20, 2016 for her entire order. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
[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 service experience. On receipt of Mr. [redacted]...
complaint we reached out to the service unit, parts were ordered on July 8, 2016 and installed on July 13, 2016. It is our understanding that the refrigerator is working as designed and there are no issues at this time. It is unfortunate that we failed Mr. [redacted] expectations with his repair. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret the incident occurred, but we can assure Mr[redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenience. We respectfully ask that this matter be closed, since we have repaired Mr. [redacted] refrigerator and noted his candid feedback. 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
A Sears representative called us and offered to hear our complaint and resolve it with us. However, we had already been contacted by LG Appliances with an offer to replace the refrigerator or refund our purchase price. We opted to take the refund and have received a check from LG. We are satisfied with the resolution of this case and are very grateful to Revdex.com for helping us. Sears and LG both responded appropriately.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept due to getting my full refund of 491.99 on the date of 09-11-2015
Initial Business Response /* (1000, 5, 2015/10/21) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding A&E Factory...
Service and repairs to her washer.
[redacted], A&E Factory Service, Support Specialist provided the following response:
It is unfortunate that we failed Ms. [redacted] expectations when she called A&E Factory Service for service on her washer. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in A&E Factory Service. We can assure Ms.[redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms.[redacted] will allow us another opportunity in the future to provide her with the type of customer service that A&E Factory Service has built our reputation upon, but we would understand if this is not possible. I spoke with Ms.[redacted] after the technician completed the repairs to her washer and was informed that the washer was working as expected. If I can be of any additional assistance to Ms.[redacted], she can contact Gene Longden at 315/708-7537. Since we have been informed that the repairs to Ms. [redacted] washer have been repaired to her satisfaction, we ask that this complaint be closed.
We apologize to Ms.[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted], called me and listen to everything I complained about and agreed with me how awful the customer service line that I called was. Lets hope this helps with getting them some training or if they can not help in the future to send me to proper people then can. [redacted] has given me her number and if in the future I have issues I will call her.
March 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed the investigation...
of Ms. [redacted] complaint regarding her TV. According to our records, the technician that was sent consulted with our support team, who works directly with the manufacturers, and they determined that the issue appeared to be coming from Ms. [redacted] surround sound system and not the TV. Ms. [redacted] manufacturer’s warranty only covers defects in materials or workmanship and our return policy is only valid for thirty days from the date of purchase. As such, we are unable to grant her request and we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. �...⇄ Sincerely, [redacted] Regulatory Complaint Specialist [redacted]