August 17, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - Bryant [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with our customer service, when he called regarding repair for his lawn mower.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently called in for repair of his lawn mower. We value Mr. [redacted]'s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, 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 that the misinformation he received regarding his repairs for his mower caused him any inconvenience. We processed a lawn care reimbursement check in the amount of $100.00. Mr. [redacted] has been provided with my direct contact information if he is in need of further assistance. We respectfully ask that this matter be closed, since we have repaired Mr. [redacted]'s lawn mower and noted his candid feedback.
Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Vanessa [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Vanessa.[redacted]@searshc.com
June 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the refund he was told he would...
receive and his difficulty in having this processed. We apologize if it seemed to Mr. [redacted] that we were trying to deliberately make the refund difficult for him. At issue was the fact that the day the technician apparently gave Mr. [redacted] a copy of the CWO form, the technician canceled the call out which meant there was no monetary screen captured showing that a refund was to be issued. Additionally, since the call was closed out like it never happened, there were no notes indicating that the technician had removed the parts and that a refund was promised. What normally happens is that the service order is closed out as an “estimate declined”, the technician would note in the comment area the further issues that were discovered, that additional repairs were declined, and that the previous parts were removed, and then the monetary piece would have been filled out showing a refund for everything except our non-refundable trip/diagnostic fee. The technician then would submit a copy of the CWO form in his envelope that is mailed back to our billing group. Once the billing group receives the form, they verify the info the technician was supposed to put into the system and then the refund is issued. The whole process can take a few weeks since it takes time for the billing department to get the mailed form and then have it processed. To expedite the refund, our customer support group can normally go ahead and process the refund, as long as they can see the dollar amount of the refund that was promised and that the CWO form was sent in. As we noted, the breakdown was that the technician did not put in the required information and the monetary screen was not filled out with the amount that was to be refunded. This is why Mr. [redacted] was asked to send a copy of the CWO form. The initial copy sent was in a format that either used a program to open it that our front line agents did not have, or the file was too big to open. When Mr. [redacted] sent the documentation again, this time via fax, it was received just fine on June 19, 2016, so he was contacted to call us back with his full account number so that the refund could finally be processed. He called back on June 20, 2016, at which time the refund was processed back to his credit card. His card issuer should have then posted this refund within 1-5 days after that, depending upon their policies governing refunds. With that said, since Mr. [redacted] did finally receive his requested resolution, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Fax [redacted]
November 15, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Patricia N [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the refund amount she...
received when she cancelled service on her refrigerator; and the customer service she received.
Upon receipt of Ms. [redacted] complaint we reviewed the service order and the case notes related to the service on her refrigerator. According to our records, on September 14, 2016 our technician ordered a part for the refrigerator and charged $266.95 for the part and $279.00 for the labor. That same day Ms. [redacted] called in to cancel the service on the refrigerator. Since the part was already ordered, we could not cancel the service order until the part was received and returned. On September 23, 2016 Ms. [redacted] was informed that UPS was scheduled for parts pick up on September 26, 2016 on tracking number [redacted]; the service order was cancelled. Regrettably, the refund was not automatically issued when the part was received. When Ms. [redacted] called in November to inquire about the refund, she was informed that the refund would be for the part return only, and that she was still responsible for the labor fee. On November 6, 2016, we issued a credit of $266.95 for the part to Ms. [redacted] credit card ending in [redacted].
We apologize that the associate did not thoroughly review the notes confirming that the part was not installed or removed by our technician. On November 15, 2016 we contacted Ms. [redacted] and informed her that we have issued the remaining labor refund, less the $99 diagnostic fee. We issued a refund in the amount of $180.00 in the form of a bank check and she should receive it within 2 weeks. Ms. [redacted] appreciated that the issue was resolved, but was very dissatisfied in the customer service she received. We apologized for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:They have not resolved my original question, which was why or how the order which had my Rewards points credited got canceled. I asked for reimbursement for my time, which was several hours, and trouble. They have acknowledged that I have an unused Rewards balance, which will expire, but have not even credited that! Their response is the 53 cents they screwed up on. How is that remotely fair? The minimum I will accept is the credit for the Rewards balance, which was on the order that was canceled by them. I am thoroughly disgusted by this non-response.
Sincerely,
Timothy [redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Catherine [redacted]i #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]i's complaint regarding a refrigerator purchased from Sears Outlet.
Christina [redacted]...
Manager of the Hixson Sears Outlet provided the following response:
Sears Outlet has ordered and delivered Ms. [redacted]i a new Frigidaire refrigerator. The new unit was delivered on Sunday, July 19, 2015. If Ms. [redacted]i has any additional questions or concerns I invite her to contact me at 423[redacted]. Since we have provided Ms. [redacted]i with her desired resolution, we ask that this complaint be closed.
We apologize to Ms. [redacted]i and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
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. However, the Tech did come out and work on my washer and I was told that the water leaking was from a bad seal, but unfortunantely, it is still leaking into the pan that it sits in. So no it isn't fixed as indicated.
Sincerely,
[redacted]
October 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94568998 - Kathryn L. Hall
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the failure of her refrigerator...
and her subsequent request for a refund or exchange.
We have reviewed Ms. [redacted] issue and feel it is important to clarify that all Sears home appliances carry up to a thirty day refund or exchange period. After that time, the only option that is available is to have the item serviced. In sending a technician to evaluate the failure, we are able to determine whether the item truly has a manufacturing defect that would require repair or replacement. Our return policy is similar to many other retailers and clearly posted online, within our stores and on our receipts. It may also be important to mention that Sears warranties and Protection Agreements do not promise that repair will be completed within a specific period or time-frame, but some Protection Agreements do offer benefits to lessen inconvenience while waiting for a repair. Unfortunately, Ms. [redacted] purchased her Agreement after her service request was made; therefore, she was only eligible for manufacturer's warranty benefits on this occasion. With that having been said, our records indicate that our technician completed a repair on September 11, 2015, and confirmed that Ms. [redacted] refrigerator was operating to the manufacturer's specifications afterward. At this time, we can only apologize for any inconvenience Ms. [redacted] may have experienced. She is welcome to contact our Protection Agreement Benefits Administration at 1-800-[redacted] if she has any questions about her Protection Agreement coverage. We respectfully ask to have this matter closed, since we have provided services relative and appropriate to the terms of our return policy and the manufacturer's warranty for Ms. [redacted] refrigerator.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki Goldberg
Regulatory Complaint Specialist
512-248-7741
800-762-3049 Ext 87741
Initial Business Response /* (1000, 6, 2015/09/22) */
Contact Name and Title: [redacted]
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #XXXXXXXX - [redacted]
Dear Ms.[redacted]
We...
have completed the investigation of Mr. [redacted]'s complaint regarding his refrigerator repair.
We would note that after Mr. [redacted] filed his Revdex.com complaint, we did visit his home under his 90-day repair guarantee and at that time, we did replace a part. Specifically, we replaced the evaporator motor. When we sent Mr. [redacted]'s concerns to the local service unit for review, they did notice though that the technician that completed the second repair collected the difference in labor for the job to replace the evaporator motor versus what we collected for labor originally. Under our 90-day guarantee, the consumer is generally only responsible for the cost of any additional parts that are needed if the repair is related to the first service call; we would usually not charge any additional amount for labor even if a higher amount would normally have been charged for that particular repair. Accordingly, Mr. [redacted] was informed that we would refund him the $58.29 difference and he accepted this. He also indicated that the refrigerator was now operating properly when we offered to return to his home. At this time, the refund has been requested from our billing department and should complete processing in the next 3-5 business days; it will then subsequently post to Mr. [redacted]'s Visa account ending in[redacted] approximately 1-5 business days after that. The exact time for posting is dependent upon the card issuer's policies governing refunds. If he is not able to confirm that it posted by October 7, 2015, then he is welcome to contact me via email or phone. In the interim, since it was our understanding that this resolution met with Mr. [redacted]'s approval, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept their meager offer.
But considering that the first tech accomplished nothing, I should have received a complete refund for that first visit of $144.00.
I was charged another $145 on the second visit.
So it cost me nearly $300 for what should have been no more than $175.
The $58 is a drop in the bucket concerning them stepping up and doing the right thing.
No parts were replaced on the first visit. Only 15 minutes were spent in my house in which the tech merely used his port a vac to clean out the coils in the bottom of the fridge.
It did not fix the problem.
Their web site says there is a minimum charge of $95.
ON the phone, I was told that was a travel fee. It does not say that on their web site, just that there is a $95 minimum. They should state plainly that the fee is a travel fee. Shame on them for not doing that. I consider that a bait and switch scheme.
I will never buy a Sears product again. Their customer service is populated by incompetents. Clearly, their training methods are insufficient or the first tech would have fixed the problem.
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have been unable to complete the investigation of [redacted] complaint regarding her water heater....
We have spoken with [redacted] in regard to this
issue. Unfortunately, it seems there was a mistake; the bulge on the water
heater is not indicative of the unit having been dropped. It is consistent with
a defect in the liner. We will be sure to address this with the associates involved
so that we may prevent further such occurrences. Arrangements have been made to
deliver a replacement unit to [redacted]’s residence on November 24th.
According to our records, the service fee was not charged to [redacted] after
all; it was covered under the warranty. However if [redacted] finds a charge for
this on his statement somehow, we will gladly refund the fee as a courtesy. In
light of the aforementioned information, we respectfully ask that this matter remain
closed. We apologize to [redacted] and appreciate
the opportunity to address this matter. Please feel free to contact me if you
have any further questions or concerns.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory. It is sad that this company has so little regard for customers that one finds oneself having to file such a complaint in order to receive service repairs that once upon a time were accepted as normal operating procedure from this company.
[redacted]
April 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] [redacted] * [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item he...
saw for sale at his local store. Store Manager [redacted] provided the following response: Unfortunately, it seems part of the sign in question has slid over to cover part of the price, which made it appear to be $2.99 rather than $22.99. We sincerely apologize to [redacted] for any inconvenience he may have experienced as a result of this issue. That said, we have issued $20.00 worth of points to [redacted] Shop Your Way Rewards account as a courtesy. Should he have he have any further concerns, I ([redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
December 28, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case: [redacted]
Via: Revdex.com website
Dear Ms. [redacted]
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with...
the concern you recently brought to our attention. On behalf of SHIP please know we do value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file
SHIP is responding to the consumer complaint regarding the Shop Your Way Rewards (SYWR) points for purchasing the HVAC system. We have reached out to the (SYWR) Department and they have informed us that the points were awarded to the customer on 11/20/2016. Mr. [redacted] did confirm the receipt of the points. Our records indicate that he redeemed the value of points on 11/24/2016 for an online purchase. We appreciate the opportunity to resolve the matter.
It is our understanding that the concern has been resolved by our issuance of the aforementioned Shop Your Way Rewards (SYWR) points. Therefore, we have closed our file. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via First Class Mail
[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 her washer. We found that Mr. [redacted] had been authorized for a replacement under the terms and conditions of the MPA. The authorization was used on June 13, 2017. Since Mr. [redacted] washer was replaced we have closed this complaint. 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]
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]
[redacted] charged $13.82, postage was not prepaid. Though satisfied 90%Package is already shipped on 25th January as per instruction and label.Shipping cost $13.62Since I never got the answer for return the merchandise, my credit card charged me $215.70 which includes late fee.I hope I get reimbursed for those cash I spent which includes $215.70 and $13.62
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]
July 31, 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. P[redacted] complaint regarding a referral she says she received from...
Sears for a company to clean her mother’s dryer duct. We are not familiar with any referral list that we would have for suggesting duct cleaning services for dryers; other than Sears Duct Cleaning which is a licensed business operated by owner/franchises in some areas. We do see where we had a technician out to Ms. S[redacted]’s home in March and he or she noted that the venting was unsatisfactory; which is usually due to some sort of clog. We also see the Ms. S[redacted] has not only protection agreements on her appliances, but she has a systems warranty through a Sears Home Warranty contract that is underwritten by [redacted]. We do not know though whether the recommendation in question came from her Home Warranty under her systems warranty, or if she means the technician that serviced her dryer recommended a duct cleaning company. If a co-pay was paid for the service, then that would mean that [redacted] contracted a company that they use for that type of service in Ms. S[redacted]’s area. [redacted] requires that a company be licensed for the services provided. If the service was part of the systems warranty, then we need Ms. P[redacted]to clarify what resolution she is seeking. Is she wanting a different provider to come out without another co-pay, or is she just wanting to pass on feedback regarding the provider that did come out? If Ms. P[redacted] could clarify this for us, we would be happy to reach out to [redacted] for more information if they are in fact involved in her complaint. Ms. P[redacted] can provide this information to me via email at [redacted]searshc.com or via phone at [redacted] In the interim, since we are willing to assist Ms. P[redacted] or Ms. S[redacted], but we are not quite sure who recommended the service or what resolution they are seeking, we have closed our file pending more information. We apologize to Ms. P[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted]searshc.com
December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887381 –
Michelle [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’
complaint regarding the charge she was assessed for a technician to assess...
her
range for a potential repair.Ms. [redacted] is correct in that our policy is such that
if a repair is scheduled on multiple items that require the same technician,
then we do discount our services by $30.00 since we do not have to make a
separate trip for each one. In her case though, while she intended to schedule
two repairs when she scheduled the service on her range (we can see that it
cuts off right when she is noting something about a double oven), she only
actually scheduled one service call as a separate order would have had to been
set up for each appliance and she did not do so. This meant that our technician’s
route was not set up to accommodate 2 service calls at her home. The technician
was able to get the service put on the route, but seemed to feel this accommodation
precluded the application of the discount for prescheduled calls. It is our feeling
though that an accommodation could have been made to still provide the trip
discount since the first scheduled visit was very quick as the parts needed
were no longer available. Additionally, in situations where parts are no longer
available, we will generally only charge the minimum fee and for some reason
the technician charged $137.00 plus tax instead of the minimum, undiscounted
fee of $109.95. We are not sure why this happened and feedback has been sent to
the technician for both pricing decisions. With that said, since Ms. [redacted] did accept the
estimate on her oven and allowed us to complete a repair on that appliance, as
a courtesy we were willing to just refund her in full for the service call on
the range. Accordingly, while she was only entitled to a refund of $57.05 plus
tax we have issued a check for $148.30 to the same address referenced on this
complaint; she should receive this in approximately 2-3 weeks. In the interim, since
we have provided Ms. [redacted] with her requested resolution, we have closed
our file.We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: garage door opener doesn't close the door. I have to manually close it.
Sincerely,
[redacted]
Contact Name and Title: [redacted]
October 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] rebuttal to our previous response.
The repair was completed on October 28, 2015; the technician adjusted the damper calibration. Again, we apologize for any inconvenience Ms. [redacted] may have experienced with the repair of her refrigerator. If Ms. [redacted] has any further questions or concerns, she is welcome to call [redacted] at ([redacted]. In the interim, since the repair to Ms. [redacted] refrigerator has been completed and we have noted her follow-up concerns, we ask that this matter be closed.
We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist
December 15, 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 dissatisfaction with the quality of the...
service provided on her refrigerator and the charges she incurred for the repair.
According to our records, Ms[redacted] purchased the refrigerator on March 3, 2011 and the manufacturer’s standard one-year warranty expired on March 3, 2012. However, it does have a 5 year limited warranty on sealed system and a 10 year limited warranty on the compressor; both limited warranty will cover the parts and the consumer is responsible for the labor. On November 23, 2016 our technician installed a compressor, condenser, and a dryer assembly which are parts covered by the limited warranty. The cost of the repair was $501.14 for the parts and $279.00 for the labor. We apologize that the technician did not list the parts under warranty and requested for Ms[redacted] to pay the full of amount due. The technician noted that Ms[redacted] refused to pay any part of the invoice (including labor). Regrettably, the refrigerator stopped working again and our technician returned on November 29, 2016 to reassess the refrigerator. He found a restriction at the freezer evaporator and ordered another part. The part ordered was again covered by the manufacturer’s limited warranty. Our technician returned on December 9, 2016 and installed the part. The cost of this repair was $13.98 for the part and $287.20 for the labor. Ms[redacted] refused to pay for labor again.
We reached out to Delores [redacted], Supervisor for Service Unit [redacted] to assist with Ms. [redacted] complaint. Ms. [redacted] contacted Ms[redacted] and offered to monitor the repair process. Ms. [redacted] discovered that the refrigerator purchase and warranty information was listed under Ms. [redacted] previous address. The service provided was listed at a different address; therefore, the manufacturer’s limited warranty was not listed on the created service orders and the invoice for the repair was listed as a non-warranty repair. This required for our technician to collect full payment, not just the labor cost. For customer satisfaction, Ms. [redacted] instructed Ms[redacted] to contact her directly if she receives any invoices for the service provided and she would waive all charges, including labor. Since the refrigerator has been repaired at no cost to Ms[redacted], we have closed our file.
We apologize to Ms[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 17, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - Bryant [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with our customer service, when he called regarding repair for his lawn mower.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently called in for repair of his lawn mower. We value Mr. [redacted]'s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, 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 that the misinformation he received regarding his repairs for his mower caused him any inconvenience. We processed a lawn care reimbursement check in the amount of $100.00. Mr. [redacted] has been provided with my direct contact information if he is in need of further assistance. We respectfully ask that this matter be closed, since we have repaired Mr. [redacted]'s lawn mower and noted his candid feedback.
Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Vanessa [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Vanessa.[redacted]@searshc.com
June 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the refund he was told he would...
receive and his difficulty in having this processed. We apologize if it seemed to Mr. [redacted] that we were trying to deliberately make the refund difficult for him. At issue was the fact that the day the technician apparently gave Mr. [redacted] a copy of the CWO form, the technician canceled the call out which meant there was no monetary screen captured showing that a refund was to be issued. Additionally, since the call was closed out like it never happened, there were no notes indicating that the technician had removed the parts and that a refund was promised. What normally happens is that the service order is closed out as an “estimate declined”, the technician would note in the comment area the further issues that were discovered, that additional repairs were declined, and that the previous parts were removed, and then the monetary piece would have been filled out showing a refund for everything except our non-refundable trip/diagnostic fee. The technician then would submit a copy of the CWO form in his envelope that is mailed back to our billing group. Once the billing group receives the form, they verify the info the technician was supposed to put into the system and then the refund is issued. The whole process can take a few weeks since it takes time for the billing department to get the mailed form and then have it processed. To expedite the refund, our customer support group can normally go ahead and process the refund, as long as they can see the dollar amount of the refund that was promised and that the CWO form was sent in. As we noted, the breakdown was that the technician did not put in the required information and the monetary screen was not filled out with the amount that was to be refunded. This is why Mr. [redacted] was asked to send a copy of the CWO form. The initial copy sent was in a format that either used a program to open it that our front line agents did not have, or the file was too big to open. When Mr. [redacted] sent the documentation again, this time via fax, it was received just fine on June 19, 2016, so he was contacted to call us back with his full account number so that the refund could finally be processed. He called back on June 20, 2016, at which time the refund was processed back to his credit card. His card issuer should have then posted this refund within 1-5 days after that, depending upon their policies governing refunds. With that said, since Mr. [redacted] did finally receive his requested resolution, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Fax [redacted]
November 15, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Patricia N [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the refund amount she...
received when she cancelled service on her refrigerator; and the customer service she received.
Upon receipt of Ms. [redacted] complaint we reviewed the service order and the case notes related to the service on her refrigerator. According to our records, on September 14, 2016 our technician ordered a part for the refrigerator and charged $266.95 for the part and $279.00 for the labor. That same day Ms. [redacted] called in to cancel the service on the refrigerator. Since the part was already ordered, we could not cancel the service order until the part was received and returned. On September 23, 2016 Ms. [redacted] was informed that UPS was scheduled for parts pick up on September 26, 2016 on tracking number [redacted]; the service order was cancelled. Regrettably, the refund was not automatically issued when the part was received. When Ms. [redacted] called in November to inquire about the refund, she was informed that the refund would be for the part return only, and that she was still responsible for the labor fee. On November 6, 2016, we issued a credit of $266.95 for the part to Ms. [redacted] credit card ending in [redacted].
We apologize that the associate did not thoroughly review the notes confirming that the part was not installed or removed by our technician. On November 15, 2016 we contacted Ms. [redacted] and informed her that we have issued the remaining labor refund, less the $99 diagnostic fee. We issued a refund in the amount of $180.00 in the form of a bank check and she should receive it within 2 weeks. Ms. [redacted] appreciated that the issue was resolved, but was very dissatisfied in the customer service she received. We apologized for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:They have not resolved my original question, which was why or how the order which had my Rewards points credited got canceled. I asked for reimbursement for my time, which was several hours, and trouble. They have acknowledged that I have an unused Rewards balance, which will expire, but have not even credited that! Their response is the 53 cents they screwed up on. How is that remotely fair? The minimum I will accept is the credit for the Rewards balance, which was on the order that was canceled by them. I am thoroughly disgusted by this non-response.
Sincerely,
Timothy [redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Catherine [redacted]i #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]i's complaint regarding a refrigerator purchased from Sears Outlet.
Christina [redacted]...
Manager of the Hixson Sears Outlet provided the following response:
Sears Outlet has ordered and delivered Ms. [redacted]i a new Frigidaire refrigerator. The new unit was delivered on Sunday, July 19, 2015. If Ms. [redacted]i has any additional questions or concerns I invite her to contact me at 423[redacted]. Since we have provided Ms. [redacted]i with her desired resolution, we ask that this complaint be closed.
We apologize to Ms. [redacted]i and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
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. However, the Tech did come out and work on my washer and I was told that the water leaking was from a bad seal, but unfortunantely, it is still leaking into the pan that it sits in. So no it isn't fixed as indicated.
Sincerely,
[redacted]
October 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94568998 - Kathryn L. Hall
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the failure of her refrigerator...
and her subsequent request for a refund or exchange.
We have reviewed Ms. [redacted] issue and feel it is important to clarify that all Sears home appliances carry up to a thirty day refund or exchange period. After that time, the only option that is available is to have the item serviced. In sending a technician to evaluate the failure, we are able to determine whether the item truly has a manufacturing defect that would require repair or replacement. Our return policy is similar to many other retailers and clearly posted online, within our stores and on our receipts. It may also be important to mention that Sears warranties and Protection Agreements do not promise that repair will be completed within a specific period or time-frame, but some Protection Agreements do offer benefits to lessen inconvenience while waiting for a repair. Unfortunately, Ms. [redacted] purchased her Agreement after her service request was made; therefore, she was only eligible for manufacturer's warranty benefits on this occasion. With that having been said, our records indicate that our technician completed a repair on September 11, 2015, and confirmed that Ms. [redacted] refrigerator was operating to the manufacturer's specifications afterward. At this time, we can only apologize for any inconvenience Ms. [redacted] may have experienced. She is welcome to contact our Protection Agreement Benefits Administration at 1-800-[redacted] if she has any questions about her Protection Agreement coverage. We respectfully ask to have this matter closed, since we have provided services relative and appropriate to the terms of our return policy and the manufacturer's warranty for Ms. [redacted] refrigerator.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki Goldberg
Regulatory Complaint Specialist
512-248-7741
800-762-3049 Ext 87741
Initial Business Response /* (1000, 6, 2015/09/22) */
Contact Name and Title: [redacted]
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #XXXXXXXX - [redacted]
Dear Ms.[redacted]
We...
have completed the investigation of Mr. [redacted]'s complaint regarding his refrigerator repair.
We would note that after Mr. [redacted] filed his Revdex.com complaint, we did visit his home under his 90-day repair guarantee and at that time, we did replace a part. Specifically, we replaced the evaporator motor. When we sent Mr. [redacted]'s concerns to the local service unit for review, they did notice though that the technician that completed the second repair collected the difference in labor for the job to replace the evaporator motor versus what we collected for labor originally. Under our 90-day guarantee, the consumer is generally only responsible for the cost of any additional parts that are needed if the repair is related to the first service call; we would usually not charge any additional amount for labor even if a higher amount would normally have been charged for that particular repair. Accordingly, Mr. [redacted] was informed that we would refund him the $58.29 difference and he accepted this. He also indicated that the refrigerator was now operating properly when we offered to return to his home. At this time, the refund has been requested from our billing department and should complete processing in the next 3-5 business days; it will then subsequently post to Mr. [redacted]'s Visa account ending in[redacted] approximately 1-5 business days after that. The exact time for posting is dependent upon the card issuer's policies governing refunds. If he is not able to confirm that it posted by October 7, 2015, then he is welcome to contact me via email or phone. In the interim, since it was our understanding that this resolution met with Mr. [redacted]'s approval, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept their meager offer.
But considering that the first tech accomplished nothing, I should have received a complete refund for that first visit of $144.00.
I was charged another $145 on the second visit.
So it cost me nearly $300 for what should have been no more than $175.
The $58 is a drop in the bucket concerning them stepping up and doing the right thing.
No parts were replaced on the first visit. Only 15 minutes were spent in my house in which the tech merely used his port a vac to clean out the coils in the bottom of the fridge.
It did not fix the problem.
Their web site says there is a minimum charge of $95.
ON the phone, I was told that was a travel fee. It does not say that on their web site, just that there is a $95 minimum. They should state plainly that the fee is a travel fee. Shame on them for not doing that. I consider that a bait and switch scheme.
I will never buy a Sears product again. Their customer service is populated by incompetents. Clearly, their training methods are insufficient or the first tech would have fixed the problem.
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have been unable to complete the investigation of [redacted] complaint regarding her water heater....
We have spoken with [redacted] in regard to this
issue. Unfortunately, it seems there was a mistake; the bulge on the water
heater is not indicative of the unit having been dropped. It is consistent with
a defect in the liner. We will be sure to address this with the associates involved
so that we may prevent further such occurrences. Arrangements have been made to
deliver a replacement unit to [redacted]’s residence on November 24th.
According to our records, the service fee was not charged to [redacted] after
all; it was covered under the warranty. However if [redacted] finds a charge for
this on his statement somehow, we will gladly refund the fee as a courtesy. In
light of the aforementioned information, we respectfully ask that this matter remain
closed. We apologize to [redacted] and appreciate
the opportunity to address this matter. Please feel free to contact me if you
have any further questions or concerns.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory. It is sad that this company has so little regard for customers that one finds oneself having to file such a complaint in order to receive service repairs that once upon a time were accepted as normal operating procedure from this company.
[redacted]
April 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] [redacted] * [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item he...
saw for sale at his local store. Store Manager [redacted] provided the following response: Unfortunately, it seems part of the sign in question has slid over to cover part of the price, which made it appear to be $2.99 rather than $22.99. We sincerely apologize to [redacted] for any inconvenience he may have experienced as a result of this issue. That said, we have issued $20.00 worth of points to [redacted] Shop Your Way Rewards account as a courtesy. Should he have he have any further concerns, I ([redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
December 28, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case: [redacted]
Via: Revdex.com website
Dear Ms. [redacted]
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with...
the concern you recently brought to our attention. On behalf of SHIP please know we do value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file
SHIP is responding to the consumer complaint regarding the Shop Your Way Rewards (SYWR) points for purchasing the HVAC system. We have reached out to the (SYWR) Department and they have informed us that the points were awarded to the customer on 11/20/2016. Mr. [redacted] did confirm the receipt of the points. Our records indicate that he redeemed the value of points on 11/24/2016 for an online purchase. We appreciate the opportunity to resolve the matter.
It is our understanding that the concern has been resolved by our issuance of the aforementioned Shop Your Way Rewards (SYWR) points. Therefore, we have closed our file. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via First Class Mail
[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 her washer. We found that Mr. [redacted] had been authorized for a replacement under the terms and conditions of the MPA. The authorization was used on June 13, 2017. Since Mr. [redacted] washer was replaced we have closed this complaint. 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]
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]
[redacted] charged $13.82, postage was not prepaid. Though satisfied 90%Package is already shipped on 25th January as per instruction and label.Shipping cost $13.62Since I never got the answer for return the merchandise, my credit card charged me $215.70 which includes late fee.I hope I get reimbursed for those cash I spent which includes $215.70 and $13.62
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]
July 31, 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. P[redacted] complaint regarding a referral she says she received from...
Sears for a company to clean her mother’s dryer duct. We are not familiar with any referral list that we would have for suggesting duct cleaning services for dryers; other than Sears Duct Cleaning which is a licensed business operated by owner/franchises in some areas. We do see where we had a technician out to Ms. S[redacted]’s home in March and he or she noted that the venting was unsatisfactory; which is usually due to some sort of clog. We also see the Ms. S[redacted] has not only protection agreements on her appliances, but she has a systems warranty through a Sears Home Warranty contract that is underwritten by [redacted]. We do not know though whether the recommendation in question came from her Home Warranty under her systems warranty, or if she means the technician that serviced her dryer recommended a duct cleaning company. If a co-pay was paid for the service, then that would mean that [redacted] contracted a company that they use for that type of service in Ms. S[redacted]’s area. [redacted] requires that a company be licensed for the services provided. If the service was part of the systems warranty, then we need Ms. P[redacted]to clarify what resolution she is seeking. Is she wanting a different provider to come out without another co-pay, or is she just wanting to pass on feedback regarding the provider that did come out? If Ms. P[redacted] could clarify this for us, we would be happy to reach out to [redacted] for more information if they are in fact involved in her complaint. Ms. P[redacted] can provide this information to me via email at [redacted]searshc.com or via phone at [redacted] In the interim, since we are willing to assist Ms. P[redacted] or Ms. S[redacted], but we are not quite sure who recommended the service or what resolution they are seeking, we have closed our file pending more information. We apologize to Ms. P[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted]searshc.com
December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887381 –
Michelle [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’
complaint regarding the charge she was assessed for a technician to assess...
her
range for a potential repair.Ms. [redacted] is correct in that our policy is such that
if a repair is scheduled on multiple items that require the same technician,
then we do discount our services by $30.00 since we do not have to make a
separate trip for each one. In her case though, while she intended to schedule
two repairs when she scheduled the service on her range (we can see that it
cuts off right when she is noting something about a double oven), she only
actually scheduled one service call as a separate order would have had to been
set up for each appliance and she did not do so. This meant that our technician’s
route was not set up to accommodate 2 service calls at her home. The technician
was able to get the service put on the route, but seemed to feel this accommodation
precluded the application of the discount for prescheduled calls. It is our feeling
though that an accommodation could have been made to still provide the trip
discount since the first scheduled visit was very quick as the parts needed
were no longer available. Additionally, in situations where parts are no longer
available, we will generally only charge the minimum fee and for some reason
the technician charged $137.00 plus tax instead of the minimum, undiscounted
fee of $109.95. We are not sure why this happened and feedback has been sent to
the technician for both pricing decisions. With that said, since Ms. [redacted] did accept the
estimate on her oven and allowed us to complete a repair on that appliance, as
a courtesy we were willing to just refund her in full for the service call on
the range. Accordingly, while she was only entitled to a refund of $57.05 plus
tax we have issued a check for $148.30 to the same address referenced on this
complaint; she should receive this in approximately 2-3 weeks. In the interim, since
we have provided Ms. [redacted] with her requested resolution, we have closed
our file.We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: garage door opener doesn't close the door. I have to manually close it.
Sincerely,
[redacted]
Contact Name and Title: [redacted]
October 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] rebuttal to our previous response.
The repair was completed on October 28, 2015; the technician adjusted the damper calibration. Again, we apologize for any inconvenience Ms. [redacted] may have experienced with the repair of her refrigerator. If Ms. [redacted] has any further questions or concerns, she is welcome to call [redacted] at ([redacted]. In the interim, since the repair to Ms. [redacted] refrigerator has been completed and we have noted her follow-up concerns, we ask that this matter be closed.
We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist
December 15, 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 dissatisfaction with the quality of the...
service provided on her refrigerator and the charges she incurred for the repair.
According to our records, Ms[redacted] purchased the refrigerator on March 3, 2011 and the manufacturer’s standard one-year warranty expired on March 3, 2012. However, it does have a 5 year limited warranty on sealed system and a 10 year limited warranty on the compressor; both limited warranty will cover the parts and the consumer is responsible for the labor. On November 23, 2016 our technician installed a compressor, condenser, and a dryer assembly which are parts covered by the limited warranty. The cost of the repair was $501.14 for the parts and $279.00 for the labor. We apologize that the technician did not list the parts under warranty and requested for Ms[redacted] to pay the full of amount due. The technician noted that Ms[redacted] refused to pay any part of the invoice (including labor). Regrettably, the refrigerator stopped working again and our technician returned on November 29, 2016 to reassess the refrigerator. He found a restriction at the freezer evaporator and ordered another part. The part ordered was again covered by the manufacturer’s limited warranty. Our technician returned on December 9, 2016 and installed the part. The cost of this repair was $13.98 for the part and $287.20 for the labor. Ms[redacted] refused to pay for labor again.
We reached out to Delores [redacted], Supervisor for Service Unit [redacted] to assist with Ms. [redacted] complaint. Ms. [redacted] contacted Ms[redacted] and offered to monitor the repair process. Ms. [redacted] discovered that the refrigerator purchase and warranty information was listed under Ms. [redacted] previous address. The service provided was listed at a different address; therefore, the manufacturer’s limited warranty was not listed on the created service orders and the invoice for the repair was listed as a non-warranty repair. This required for our technician to collect full payment, not just the labor cost. For customer satisfaction, Ms. [redacted] instructed Ms[redacted] to contact her directly if she receives any invoices for the service provided and she would waive all charges, including labor. Since the refrigerator has been repaired at no cost to Ms[redacted], we have closed our file.
We apologize to Ms[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]