Complaint: [redacted] I am rejecting this response because: It is misleading advertisementThe fact that they want to credit my account with POINTS for HALF of the cost I ended up having to pay is not acceptableAlso, why is it half, because I used points I had in my account to pay for a portion of the purchase?? That makes no sense at allI fully reject this offer of points and would like to be REFUNDED the amount I have paid to my CC for the installationThe reciept number is [redacted] - and the extra amount paid via CC was $ Sincerely, [redacted]
January 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Carol J [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MsJ [redacted] complaint regarding her refrigerator repair It is regrettable that we failed MsJ [redacted] expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value MsJ [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsJ [redacted] for any inconvenience we may have caused Upon researching MsJ [redacted] complaint, we found that she was assisted by Nia R [redacted] with our escalated customer service group, Executive Member Services (EMS MsR [redacted] worked with the local service unit to obtain sooner service Unfortunately, another appointment was required to resolve the issue with MsJ [redacted] refrigerator; the compressor and condenser were replaced on January 9, As a conciliatory gesture, MsR [redacted] extended MsJ [redacted] Master Protection Agreement coverage for three months; the agreement now expires on May 10, If MsJ [redacted] has any further questions or concerns, she can reach MsR [redacted] at ( [redacted] , extension ** In the interim, since we have documented MsJ [redacted] concerns with the repair/scheduling process and we completed the repair to her refrigerator, we have closed our file Again, we apologize to MsJ [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Katherine T [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and her dishwasherAs stated in our initial correspondence, Ms [redacted] dishwasher was covered by the units one year parts and labor warranty which expired on January 10, The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, We feel it is important to remind Ms [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been closed service calls where functional parts have been replaced within a month periodAfter reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacementOur stance on this issue remains unchangedSears dispatched a technician to Ms [redacted] home on November 16, to diagnose her complaint that her dishwasher emitted a burning smellUpon arrival at the home, Ms [redacted] refused serviceLater in the day, Ms [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms [redacted] , who reiterated the terms and conditions of the MPA regarding replacementSears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously statedAt this time, we find ourselves at an impasse with Ms [redacted] If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forwardIf Ms [redacted] would like to move forward, she can email me at Adam[redacted] @searshc.comMs [redacted] notes in her complaint that she would like a refundWe feel it is important to refer Ms [redacted] to her sales check, provided as a courtesy, which notes that she had days in which to request a refundThe dishwasher was purchased January 4, 2013; therefore a refund is not an optionSince we have provided our stance as it relates to Ms [redacted] complaint, we ask that this complaint be closed pending further contactWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
December 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return a television for a refund Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedAs clarification, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] made her purchase on October 19, 2016, and her complaint was filed with your agency on November 17, 2016, she was clearly within our 30-day return period Upon receipt of Ms [redacted] complaint we reached out to Store Manager [redacted] to assist with Ms [redacted] concernMs [redacted] confirmed that the store return policy for televisions is a day period, not a 14-day return periodMs [redacted] contacted Ms [redacted] and offered to assist with the returnOn November 30, we processed the return and issued Ms [redacted] a refund of $to her [redacted] cardWe 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 furtherWith 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 matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his stove District Manager [redacted] provided the following response: I have spoken with Mr [redacted] Arrangements were made to provide him with a unit that featured the down draft venting he wanted in exchangeMr [redacted] indicated that this resolution met with his approvalShould he have any further questions, he may contact me ( [redacted] at ( [redacted] during business hoursIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Mamie A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the performance of the tractor and the problem she encountered when she attempted to return it for a refund Upon receipt of Ms [redacted] ’s complaint we reached out to District Manager Carlton Richards to assist with Ms [redacted] ’s concernMrRichards investigated and found that the tractor was in fact delivered on July 22, Ms [redacted] called that same day and informed the store manager that the tractor was not workingThe store manager offered to send an associate to take a look at the tractor the next day and she agreedOn July 23, the associate arrived at the [redacted] ’s home and discovered that the lawn was mowed and asked what was wrong with the tractorMr [redacted] stated that there was nothing wrong with the tractor, so the associate returned to the store since there was nothing to assess on the tractorThat same day Ms [redacted] attempted to return the tractor and stated that she was not happy with the tractor or how she was being treatedThe no return policy regarding gas powered equipment was explained to Ms [redacted] and she was informed that she could exchange the tractor for another modelMs [redacted] did not accept this information Upon further investigation, MrRichards could not verify that the return policy was actually covered with Ms [redacted] prior to the purchaseFor customer satisfaction, on August 1, MrRichards authorized the return of the tractor for a refundOn August 4, the tractor was returned and we issued a credit of $1,to Ms [redacted] ’s account ending in With that being said, 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 matterPlease 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
August 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Leon [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] 's complaint regarding service for his lawn mower Upon receipt of Mr [redacted] 's complaint, we found that he had been in contact with MsNicolette [redacted] in our escalated complaint departmentMs [redacted] was able to assist in getting a credit for replacement from our cardepartment set upMr [redacted] has been provided with the replacement information and how to proceedAs it was our understanding that the resolution proposed met with his approval, we have closed our file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease 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
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, James K***
(The consumer indicated he/she ACCEPTED the response from the business.) I will say I am NOT completely satisfied with the results but I am tired of fighting a corrupt business and will move onIt does appear the vibration is gone when I apply the brakes at highway speedsBUT [redacted] told me originally none of the rotors were re-surfaced, and where I took my vehicle this last time they only resurfaced of the rotors from what I saw It is absolutely amazing what businesses attempt to get away with in order to win a conflict while tossing morale out the window If you examine my past records with the sears auto center in [redacted] you will see I did business with them for years with no complaints whatsoeverThen all of a sudden a couple years ago there service record did a compete I quit going and recently I thought I would see if they cleaned up their act, but discovered they only got worsePlus having to spend countless hours trying to resolve itI do have a question howeverWhat will Sears do to the auto center manager at the [redacted] store that will continue to practice unethical business ? I believe I can answer that myself
November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed our investigation of [redacted] rebuttal.When we received [redacted] rebuttal we reached out to the store manager [redacted] The store manager spoke to [redacted] and since we were not able to address her issue in a timely manner the store offered to refund the purchase of the tractorAccording to [redacted] the tractor is scheduled for pick up on Tuesday November 17, Once the tractor has been picked up and returned to the warehouse the full credit for the tractor will be processed back on to her credit card [redacted] also offered [redacted] ***r a gift card in the amount of $If [redacted] is still in need of assistance she can contact [redacted] As it is our understanding that this resolution was acceptable to [redacted] ***r we have closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
May 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service to her refrigerator ice maker It is regrettable that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator ice makerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we have forwarded Ms [redacted] concerns to the appropriate management team for further review Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance [redacted] with [redacted] contacted Ms [redacted] to offer a follservice call Ms [redacted] declined, so Ms [redacted] offered her a refund of the repair cost minus the trip charge, $197.63, which Ms [redacted] accepted Ms [redacted] should see a credit to her [redacted] account ending in [redacted] in the next five to seven business days With that said, since we have documented Ms [redacted] concerns with the repair process and we have processed the aforementioned refund, 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
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joanne [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] ’s refrigerator were completed on September 7, During the service call the technician assigned to the call indicated that he installed a previously ordered thermostatAdditionally, our complaint management program indicates that Ms [redacted] has spoken with our service contracts office and they have processed a food loss reimbursement check in the amount of $The aforementioned food loss was approved on September 5thWe apologize to Ms [redacted] for the inconvenience noted in her complaint, that said we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
March 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Seana C [redacted] Dear Ms [redacted] : We have completed the investigation of MsC [redacted] concern regarding the length of time it was taking to repair her refrigerator As of February 15, 2018, MsC [redacted] was authorized $2,to replace her refrigerator under the terms and conditions of the Exceptional Parts warrantyMsC [redacted] has since selected another refrigerator which is scheduled to be delivered on March 6, Should MsC [redacted] have any additional questions or concerns, she is welcome to contact me directly at lori.s [redacted] With that said, since it was our understanding that this resolution met with MsC***’ approval, we have closed our file We apologize to MsC [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Lori S [redacted] REGULATORY SPECIALIST, Regulatory Complaints Sears Holdings Corporation O: [redacted] F [redacted] IMX integrated member experience
July 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MrL [redacted] complaint regarding the delay he encountering in trying to get his refrigerator repaired.Upon receipt of MrL [redacted] complaint we reached out to his local service unitThey were able to expedite the repair and get a technician there on July 12, Oddly enough, once we got the technician there the refrigerator was found to be working fineIf that changes and MrL [redacted] encounters issues again, he is welcome to contact me via email or phoneIn the interim, since the refrigerator is now working, we have closed our file.We apologize to MrL [redacted] and appreciate the opportunity to address this matter Please f**l fr [redacted] to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a washer/dryer exchange First, we would like to apologize to Mr [redacted] for failing his expectations when he recently purchased a new washer and dryer from SearsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted him to clarify the amount of refund he believed he is due Mr [redacted] advised that he is still owed $534.04, as well as the returned check fee of $ After speaking with Mr [redacted] we immediately contacted Store Manager [redacted] for assistance After she researched Mr [redacted] transactions, she confirmed that Mr [redacted] was still owed $ Therefore, on June 7, 2016, she processed a refund for $to his [redacted] account, which should post in the next few days Additionally, a refund check for $has been processed and should be received by Mr [redacted] in the next two weeks In summary, since we have corrected our oversight and issued the monies Mr [redacted] is due, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
June 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding her dissatisfaction with the quality of the mattress she purchased and her request to waive the restocking fee for the return of the mattress Upon receipt of Ms [redacted] complaint, we reached out to [redacted] District Sales Manager for Hometown Store [redacted] to assist with Ms [redacted] concernMr [redacted] investigated and discovered that Ms [redacted] visited the store on June 1, and the restocking fee was refunded for customer satisfactionWith 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 matterPlease 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] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not completed our investigation of Ms [redacted] complaint regarding her washer On receipt of Ms [redacted] complaint our service unit reached out to Ms [redacted] and was informed the washer has been removed from her homeMs [redacted] then disconnected the callSince Ms [redacted] no longer has the washer we are unable to assist her further and have closed this case We apologize to Ms [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]
August 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MrO [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for a cancelled Sears Protection Agreement It is unfortunate that we failed MrO [redacted] expectations when he recently purchased a new grill from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure MrO [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that a check for $was reissued to MrO [redacted] on June 5, 2017, and expected to arrive at the address he provided with this complaint within fifteen business days of the issue date At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted MrO [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, N [redacted] G [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because: Every time I call the Revdex.com they keep transferring my calls to different departments & gives me contradicting informationIt is obviously a game that they are playing with their customersOne time I had even spoken to a supervisior and she tried to re-direct my call to a different personWhen I realized that their mattress was not the correct type of mattress for my bed, I keep calling the Revdex.com stating that I wanted to exchange it for a computer table or a computer deskNo one ever told that I could not exchange it for thatThey only told me that I would have to wait days to try out the mattress before I could exchange itThis was assured to me by several customer service representatives in 11/I patiently waited the days like they asked & wantedThen, I had customer service representatives give me different informationThey keep giving #s to call varioius departments in Sears and/or transferring my callsThe last customer service representative that I had talked to assured me thoroughly that I will get the full amount that I paid of $back without a problemSince it was problems on their end, they should give me back the rest of my money of $or $ Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: It is misleading advertisementThe fact that they want to credit my account with POINTS for HALF of the cost I ended up having to pay is not acceptableAlso, why is it half, because I used points I had in my account to pay for a portion of the purchase?? That makes no sense at allI fully reject this offer of points and would like to be REFUNDED the amount I have paid to my CC for the installationThe reciept number is [redacted] - and the extra amount paid via CC was $ Sincerely, [redacted]
January 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Carol J [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MsJ [redacted] complaint regarding her refrigerator repair It is regrettable that we failed MsJ [redacted] expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value MsJ [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsJ [redacted] for any inconvenience we may have caused Upon researching MsJ [redacted] complaint, we found that she was assisted by Nia R [redacted] with our escalated customer service group, Executive Member Services (EMS MsR [redacted] worked with the local service unit to obtain sooner service Unfortunately, another appointment was required to resolve the issue with MsJ [redacted] refrigerator; the compressor and condenser were replaced on January 9, As a conciliatory gesture, MsR [redacted] extended MsJ [redacted] Master Protection Agreement coverage for three months; the agreement now expires on May 10, If MsJ [redacted] has any further questions or concerns, she can reach MsR [redacted] at ( [redacted] , extension ** In the interim, since we have documented MsJ [redacted] concerns with the repair/scheduling process and we completed the repair to her refrigerator, we have closed our file Again, we apologize to MsJ [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Katherine T [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and her dishwasherAs stated in our initial correspondence, Ms [redacted] dishwasher was covered by the units one year parts and labor warranty which expired on January 10, The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, We feel it is important to remind Ms [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been closed service calls where functional parts have been replaced within a month periodAfter reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacementOur stance on this issue remains unchangedSears dispatched a technician to Ms [redacted] home on November 16, to diagnose her complaint that her dishwasher emitted a burning smellUpon arrival at the home, Ms [redacted] refused serviceLater in the day, Ms [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms [redacted] , who reiterated the terms and conditions of the MPA regarding replacementSears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously statedAt this time, we find ourselves at an impasse with Ms [redacted] If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forwardIf Ms [redacted] would like to move forward, she can email me at Adam[redacted] @searshc.comMs [redacted] notes in her complaint that she would like a refundWe feel it is important to refer Ms [redacted] to her sales check, provided as a courtesy, which notes that she had days in which to request a refundThe dishwasher was purchased January 4, 2013; therefore a refund is not an optionSince we have provided our stance as it relates to Ms [redacted] complaint, we ask that this complaint be closed pending further contactWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
December 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return a television for a refund Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedAs clarification, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] made her purchase on October 19, 2016, and her complaint was filed with your agency on November 17, 2016, she was clearly within our 30-day return period Upon receipt of Ms [redacted] complaint we reached out to Store Manager [redacted] to assist with Ms [redacted] concernMs [redacted] confirmed that the store return policy for televisions is a day period, not a 14-day return periodMs [redacted] contacted Ms [redacted] and offered to assist with the returnOn November 30, we processed the return and issued Ms [redacted] a refund of $to her [redacted] cardWe 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 furtherWith 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 matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his stove District Manager [redacted] provided the following response: I have spoken with Mr [redacted] Arrangements were made to provide him with a unit that featured the down draft venting he wanted in exchangeMr [redacted] indicated that this resolution met with his approvalShould he have any further questions, he may contact me ( [redacted] at ( [redacted] during business hoursIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Mamie A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the performance of the tractor and the problem she encountered when she attempted to return it for a refund Upon receipt of Ms [redacted] ’s complaint we reached out to District Manager Carlton Richards to assist with Ms [redacted] ’s concernMrRichards investigated and found that the tractor was in fact delivered on July 22, Ms [redacted] called that same day and informed the store manager that the tractor was not workingThe store manager offered to send an associate to take a look at the tractor the next day and she agreedOn July 23, the associate arrived at the [redacted] ’s home and discovered that the lawn was mowed and asked what was wrong with the tractorMr [redacted] stated that there was nothing wrong with the tractor, so the associate returned to the store since there was nothing to assess on the tractorThat same day Ms [redacted] attempted to return the tractor and stated that she was not happy with the tractor or how she was being treatedThe no return policy regarding gas powered equipment was explained to Ms [redacted] and she was informed that she could exchange the tractor for another modelMs [redacted] did not accept this information Upon further investigation, MrRichards could not verify that the return policy was actually covered with Ms [redacted] prior to the purchaseFor customer satisfaction, on August 1, MrRichards authorized the return of the tractor for a refundOn August 4, the tractor was returned and we issued a credit of $1,to Ms [redacted] ’s account ending in With that being said, 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 matterPlease 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
August 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Leon [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] 's complaint regarding service for his lawn mower Upon receipt of Mr [redacted] 's complaint, we found that he had been in contact with MsNicolette [redacted] in our escalated complaint departmentMs [redacted] was able to assist in getting a credit for replacement from our cardepartment set upMr [redacted] has been provided with the replacement information and how to proceedAs it was our understanding that the resolution proposed met with his approval, we have closed our file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease 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
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, James K***
(The consumer indicated he/she ACCEPTED the response from the business.) I will say I am NOT completely satisfied with the results but I am tired of fighting a corrupt business and will move onIt does appear the vibration is gone when I apply the brakes at highway speedsBUT [redacted] told me originally none of the rotors were re-surfaced, and where I took my vehicle this last time they only resurfaced of the rotors from what I saw It is absolutely amazing what businesses attempt to get away with in order to win a conflict while tossing morale out the window If you examine my past records with the sears auto center in [redacted] you will see I did business with them for years with no complaints whatsoeverThen all of a sudden a couple years ago there service record did a compete I quit going and recently I thought I would see if they cleaned up their act, but discovered they only got worsePlus having to spend countless hours trying to resolve itI do have a question howeverWhat will Sears do to the auto center manager at the [redacted] store that will continue to practice unethical business ? I believe I can answer that myself
November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed our investigation of [redacted] rebuttal.When we received [redacted] rebuttal we reached out to the store manager [redacted] The store manager spoke to [redacted] and since we were not able to address her issue in a timely manner the store offered to refund the purchase of the tractorAccording to [redacted] the tractor is scheduled for pick up on Tuesday November 17, Once the tractor has been picked up and returned to the warehouse the full credit for the tractor will be processed back on to her credit card [redacted] also offered [redacted] ***r a gift card in the amount of $If [redacted] is still in need of assistance she can contact [redacted] As it is our understanding that this resolution was acceptable to [redacted] ***r we have closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
May 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service to her refrigerator ice maker It is regrettable that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator ice makerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we have forwarded Ms [redacted] concerns to the appropriate management team for further review Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance [redacted] with [redacted] contacted Ms [redacted] to offer a follservice call Ms [redacted] declined, so Ms [redacted] offered her a refund of the repair cost minus the trip charge, $197.63, which Ms [redacted] accepted Ms [redacted] should see a credit to her [redacted] account ending in [redacted] in the next five to seven business days With that said, since we have documented Ms [redacted] concerns with the repair process and we have processed the aforementioned refund, 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
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joanne [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] ’s refrigerator were completed on September 7, During the service call the technician assigned to the call indicated that he installed a previously ordered thermostatAdditionally, our complaint management program indicates that Ms [redacted] has spoken with our service contracts office and they have processed a food loss reimbursement check in the amount of $The aforementioned food loss was approved on September 5thWe apologize to Ms [redacted] for the inconvenience noted in her complaint, that said we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
March 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Seana C [redacted] Dear Ms [redacted] : We have completed the investigation of MsC [redacted] concern regarding the length of time it was taking to repair her refrigerator As of February 15, 2018, MsC [redacted] was authorized $2,to replace her refrigerator under the terms and conditions of the Exceptional Parts warrantyMsC [redacted] has since selected another refrigerator which is scheduled to be delivered on March 6, Should MsC [redacted] have any additional questions or concerns, she is welcome to contact me directly at lori.s [redacted] With that said, since it was our understanding that this resolution met with MsC***’ approval, we have closed our file We apologize to MsC [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Lori S [redacted] REGULATORY SPECIALIST, Regulatory Complaints Sears Holdings Corporation O: [redacted] F [redacted] IMX integrated member experience
July 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MrL [redacted] complaint regarding the delay he encountering in trying to get his refrigerator repaired.Upon receipt of MrL [redacted] complaint we reached out to his local service unitThey were able to expedite the repair and get a technician there on July 12, Oddly enough, once we got the technician there the refrigerator was found to be working fineIf that changes and MrL [redacted] encounters issues again, he is welcome to contact me via email or phoneIn the interim, since the refrigerator is now working, we have closed our file.We apologize to MrL [redacted] and appreciate the opportunity to address this matter Please f**l fr [redacted] to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a washer/dryer exchange First, we would like to apologize to Mr [redacted] for failing his expectations when he recently purchased a new washer and dryer from SearsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted him to clarify the amount of refund he believed he is due Mr [redacted] advised that he is still owed $534.04, as well as the returned check fee of $ After speaking with Mr [redacted] we immediately contacted Store Manager [redacted] for assistance After she researched Mr [redacted] transactions, she confirmed that Mr [redacted] was still owed $ Therefore, on June 7, 2016, she processed a refund for $to his [redacted] account, which should post in the next few days Additionally, a refund check for $has been processed and should be received by Mr [redacted] in the next two weeks In summary, since we have corrected our oversight and issued the monies Mr [redacted] is due, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
June 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding her dissatisfaction with the quality of the mattress she purchased and her request to waive the restocking fee for the return of the mattress Upon receipt of Ms [redacted] complaint, we reached out to [redacted] District Sales Manager for Hometown Store [redacted] to assist with Ms [redacted] concernMr [redacted] investigated and discovered that Ms [redacted] visited the store on June 1, and the restocking fee was refunded for customer satisfactionWith 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 matterPlease 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] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not completed our investigation of Ms [redacted] complaint regarding her washer On receipt of Ms [redacted] complaint our service unit reached out to Ms [redacted] and was informed the washer has been removed from her homeMs [redacted] then disconnected the callSince Ms [redacted] no longer has the washer we are unable to assist her further and have closed this case We apologize to Ms [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]
August 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MrO [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for a cancelled Sears Protection Agreement It is unfortunate that we failed MrO [redacted] expectations when he recently purchased a new grill from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure MrO [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that a check for $was reissued to MrO [redacted] on June 5, 2017, and expected to arrive at the address he provided with this complaint within fifteen business days of the issue date At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted MrO [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, N [redacted] G [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because: Every time I call the Revdex.com they keep transferring my calls to different departments & gives me contradicting informationIt is obviously a game that they are playing with their customersOne time I had even spoken to a supervisior and she tried to re-direct my call to a different personWhen I realized that their mattress was not the correct type of mattress for my bed, I keep calling the Revdex.com stating that I wanted to exchange it for a computer table or a computer deskNo one ever told that I could not exchange it for thatThey only told me that I would have to wait days to try out the mattress before I could exchange itThis was assured to me by several customer service representatives in 11/I patiently waited the days like they asked & wantedThen, I had customer service representatives give me different informationThey keep giving #s to call varioius departments in Sears and/or transferring my callsThe last customer service representative that I had talked to assured me thoroughly that I will get the full amount that I paid of $back without a problemSince it was problems on their end, they should give me back the rest of my money of $or $ Sincerely, [redacted]