May 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to return a purchase after the 30-day return period had expiredAs clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyUpon receipt of Ms [redacted] complaint, we reached out to [redacted] , Store Manager for Store ***, to assist with Ms [redacted] concernMs [redacted] confirmed that our Return Policy is posted at every register and the receipts do state “Our return policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for details.” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Since Ms [redacted] purchased the ring on April 9, and attempted to return it on May 13, it is clearly over our 30-day return periodMs [redacted] had a few weeks to inquire about our return policyWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] requestAgain, 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 30, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Joseph [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal to the response we providedMr [redacted] seems to doubt our estimate and yet he admits he took the advice of our technician and purchased a new appliance since it did not make much sense to invest that percentage of funds into a repair for an item when contrasted against the original purchase price and dateAs for the price for our parts, we do not manufacture any partsAll of the parts we have, have to be purchased from a manufacturer and then yes, we do have amounts built onto that so that we make a reasonable profit and cover our expenses to sell the itemWe apologize if Mr [redacted] thinks the prices are excessive but frankly a retailer or service provider is allowed to price a part at whatever price they feel is appropriateWe gave Mr [redacted] a quote with accurate prices for the repair we diagnosed that he needed, and the estimate is the only fee we charged him forAs such he is not entitled to a refund for no other reason than he does not want to pay when every other consumer nationwide has to pay to receive this same serviceAs we feel his request remains unreasonable and unjustified, we have reclosed our fileWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: ***-***-***Email: Dana[redacted] @searshc.com
January 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] rebuttal We have reviewed both our response and Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we did make a mistake regarding the price of the attachment, Mr [redacted] could have returned the attachment according to the terms of our return policy once he tried it and it did not workHowever, he has long since passed the point wherein he could qualify for a refund or exchange of the trimmer according to our return policyAs a courtesy, we are willing to provide him with a gift card for $that he may use to buy another trimmer from Sears if he wishesShould Mr [redacted] wish to accept, I may be reached via email during business hours at [redacted] Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we do apologize that we failed his expectations, but we feel our offer is relative to the circumstances and our decision is final 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]
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we issued a refund of $to Mr [redacted] on May 24, At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have documented Mr [redacted] comments and provided the requested resolution We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
(The consumer indicated he/she ACCEPTED the response from the business.) I have spoken with the company, they are ordering me another washer dryer comboI'm just waiting for them to contact me with the delivery detailsI'm a stay at home mom, so I have open availability.I'm happy with the outcome, I appreciate the timely manner which this issue was resolvedI have removed my old unit per requestI'm ready for the new unitAlso, I discussed there will be no change to the price of my warranty
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her blower Our records show that Ms [redacted] was authorized a gift card on January 27, for the blower and this card was used on March 3, Ms [redacted] purchased a craftsman blower with this gift card under sales check # [redacted] Since we confirmed that Ms [redacted] did get the gift card and used it for a new blower we 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]
Contact Name and Title: MELISSA [redacted] October 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Anne [redacted] - # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled service for her refrigeratorOur records show that the repair to Ms [redacted] 's refrigerator was completed on October 20, 2015, with the installation of a mullion and damper controlWhile we empathize with Ms [redacted] , we are unable to honor her request for a refund of her refrigeratorThe unit was purchased over four years ago, which is too far outside our Return Policy timeframe to consider such an accommodationMs [redacted] mentions that this is the second repair, but we would like to point out that the first repair was completed over two and a half years ago; a defective nipple on the end of the drain tube was repairedWhile a refund is not an option, since Ms [redacted] carries a Master Protection Agreement (MPA) on her refrigerator, she is welcome to call our Protection Agreement Department at (800) 827-to file a food loss claimPer the terms of the MPA, she can be reimbursed up to $every monthsWith that said, since we have completed the repair to Ms [redacted] 's refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal Mr [redacted] credit was issued, but it appears that there was a processing error and it did not go throughThe seller has reissued the creditMr [redacted] should see it within business daysAs for his request to receive a full refund is concerned, nothing has changedOur site notes that orders may not be canceled once placed and the seller’s page specifically states that you would need to contact them if there are any questions prior to placing an orderWe have had the restocking fee refunded, but the shipping fee will not be credited as a resultUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case, we do apologize that we failed his expectations, but we feel our offer to provide the restocking fee is relative to the circumstances and our decision is final 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
(The consumer indicated he/she ACCEPTED the response from the business.) Sears refunded the full amount of the charge which included the parts and the service callI appreciate the Revdex.com's help in getting this positive outcome
September 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Ingrid A W [redacted] Dear [redacted] We have completed the investigation of MsW [redacted] complaint regarding her dissatisfaction with the service availability in her area and that her refrigerator was not repaired in a timely manner It is unfortunate that we failed MsW [redacted] expectations when she recently scheduled a refrigerator repairWe value MsW [redacted] patronage, but can understand her frustration with the delays with serviceWe would like to apologize for the inconvenience and disappointment that MsW [redacted] may have experiencedWe want to assure MsW [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 According to our records, on June 28, MsW [redacted] reported an error message on her refrigerator and the fan was not workingOur technician arrived on July 13, and determined that the controller assembly had to be replaced and ordered the partThe technician scheduled to return on July 31, from 8am – pm; however, on the return service date, the technician did not arrive at MsW [redacted] residence until 1:pmWe would like to note, as with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledIn MsW [redacted] case, the technician needed to spend a longer amount of time at a previous stopThe technician noted that MsW [redacted] had to leave (for work) and could not wait for the repair to be completedService was rescheduled for the first available date, August 17, A sooner service request was submitted to our routing management team, but none was availableOn August 17, another technician arrived to install the part and he found that an additional part had to be orderedThe technician ordered the valve assembly and returned on September 5, to install the part; the repair was completed and the service order is closedWe apologize that the repair took longer than expected and as a one-time courtesy we have issued MsW [redacted] a $reimbursement on the labor chargeMsW [redacted] should receive the bank check within – business daysAdditionally, we hope that MsW [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation uponSince we have addressed the issue brought forth in MsW [redacted] complaint, we have closed our file We apologize to MsW [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problems she encountered with the outlet store when he reported that the dryer he purchased was delivered damaged Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe can assure Mr [redacted] that any variance from our accepted business practices and policies will be addressedHis complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service furtherAccording to our records, the dryer was returned and on April 19, we issued Mr [redacted] a credit of $on his credit card ending in ***With that being said, since we have addressed the issue brought forth in Mr [redacted] complaint we have closed our file We apologize to Mr [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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding repairs to her refrigerator [redacted] , Sears Home Services Customer Advocate provided the following response: Repairs to Ms [redacted] refrigerator were completed during a service call that was completed on Friday, February 24, During the service call the technician assigned indicated that he repaired a sealed system leak and recharged the systemOnce the system was recharged it was tested for leaks and none were identifiedWhen the technician left the home the unit was found to be operating as designedIf Ms [redacted] has any additional concerns, she can reach me by calling [redacted] That said we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - Ian [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ' complaint regarding his recent online order We would first like to apologize for any inconvenience Mr [redacted] may have experiencedWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching his online order, we found that his original charge for the refrigerator and delivery was for $A refund of $1,was issued back to Mr [redacted] account on July 3, Additionally, we found a reversal of $which was completed on July 14, To resolve this matter, we issued a refund of $in the form of a check which will be mailed and received within seven to ten business daysFor Mr [redacted] ' records the refund receipt number is Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since we have issued a refund for the amount that was reversed, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 5, [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 dissatisfaction with Sears Hometown Store customer service and non-receipt of a refund for a dishwasher order he cancelled It is unfortunate that we failed Mr [redacted] expectations when he recently purchased appliances from Sears Hometown StoreWe value his patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Mr [redacted] concerns were addressed by Sears Hometown Store directly and a refund of $was issued to his [redacted] account ending in [redacted] on June 27, Mr [redacted] may contact Sears Hometown Store directly if he has any further concerns about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joseph [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr***'s complaint regarding Sears Home Services and repairs to his snow thrower Loretta [redacted] , Sears Home Services, Support Specialist provided the following response: Repairs to Mr***'s snow thrower were completed on Friday, August 14, 2015, when a new cam lock and spring were installedAfter the unit was reassembled it was tested and was found to be operating as expectedAt this time, since we have confirmed with Mr [redacted] that he was satisfied with the actions taken by Sears to ensure his satisfaction, we ask that this complaint be closed We apologize to and appreciate the opportunity to address this matterPlease 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
October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mrs***’s complaint regarding her refrigerator and her request for a replacement First, we would like to apologize to Mrs [redacted] for failing her expectations in regard to the repair of her refrigerator After reviewing the notes in our service system, our office authorized a replacement under Mrs***’s Master Protection Agreement (MPA) Based upon the features of Mrs***’s current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA Heather [redacted] with spoke with Mr [redacted] on October 20, 2016, and provided him with the replacement instructions Mrand Mrs [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist them The ***s will need to provide the telephone number on record, (412) [redacted] , to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 5, With that said, since we are providing Mrand Mrs [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # [redacted] - Rachael C [redacted] Dear Ms [redacted] We have been unable to contact MsTorres’ regarding her complaint on her Kenmore washerWe have been able to research her issue even though we have not been able to discuss our finding with her Ms [redacted] voice mail has been full therefore we haven’t been able to leave a message regarding our findingsOur research shows that Ms [redacted] purchased her washer on September 3, and purchased a Master Protection Agreement for coverage until October 11, During this time we have had one service requestOn September 23, Ms [redacted] contacted Sears stating she had an error code on LE on her washerOn September 26, or service technician found that a Rotor bolt had come off the motorThis was repaired that same dayWe have no records of other service request for this washer nor did our service technician indicate there was anything else wrong with the washer in when he was at the homeMs [redacted] is now outside the manufacture warranty for four (4) years and almost ten (10) months since her MPA expiredWith no past record showing an ongoing issue any repairs would be Ms [redacted] responsibilitySince we have explained why we will not be honoring Ms [redacted] request to replace her washer we have closed our caseWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
January 30, [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 recent purchase We were able to reorder the merchandise Mr [redacted] wanted and it arrived on January 26, We want to apologize to Mr [redacted] there was an unexpected delay from the vendorShould he have any further questions or concerns, he may contact Store Manager [redacted] at [redacted] during business hours Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Holdings CorporationMs [redacted] damage claim is being addressed by our third-party claims administrator, [redacted] Ms [redacted] claim number is [redacted] If Ms [redacted] has any questions regarding her claim, we ask that she contact [redacted] at [redacted] Per our protocol, once a consumer has been assigned a claim number through [redacted] , they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim At this point, Sears can no longer assist with Ms [redacted] issue, regardless of the decision made If Ms [redacted] has any concerns or questions regarding her claim, we ask that she speak with [redacted] With that said, since [redacted] is the party responsible for addressing Ms [redacted] damage claim, not Sears, we ask that this matter 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, [redacted] Regulatory Claims 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, Angela [redacted]
May 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to return a purchase after the 30-day return period had expiredAs clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyUpon receipt of Ms [redacted] complaint, we reached out to [redacted] , Store Manager for Store ***, to assist with Ms [redacted] concernMs [redacted] confirmed that our Return Policy is posted at every register and the receipts do state “Our return policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for details.” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Since Ms [redacted] purchased the ring on April 9, and attempted to return it on May 13, it is clearly over our 30-day return periodMs [redacted] had a few weeks to inquire about our return policyWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] requestAgain, 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 30, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Joseph [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal to the response we providedMr [redacted] seems to doubt our estimate and yet he admits he took the advice of our technician and purchased a new appliance since it did not make much sense to invest that percentage of funds into a repair for an item when contrasted against the original purchase price and dateAs for the price for our parts, we do not manufacture any partsAll of the parts we have, have to be purchased from a manufacturer and then yes, we do have amounts built onto that so that we make a reasonable profit and cover our expenses to sell the itemWe apologize if Mr [redacted] thinks the prices are excessive but frankly a retailer or service provider is allowed to price a part at whatever price they feel is appropriateWe gave Mr [redacted] a quote with accurate prices for the repair we diagnosed that he needed, and the estimate is the only fee we charged him forAs such he is not entitled to a refund for no other reason than he does not want to pay when every other consumer nationwide has to pay to receive this same serviceAs we feel his request remains unreasonable and unjustified, we have reclosed our fileWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: ***-***-***Email: Dana[redacted] @searshc.com
January 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] rebuttal We have reviewed both our response and Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we did make a mistake regarding the price of the attachment, Mr [redacted] could have returned the attachment according to the terms of our return policy once he tried it and it did not workHowever, he has long since passed the point wherein he could qualify for a refund or exchange of the trimmer according to our return policyAs a courtesy, we are willing to provide him with a gift card for $that he may use to buy another trimmer from Sears if he wishesShould Mr [redacted] wish to accept, I may be reached via email during business hours at [redacted] Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we do apologize that we failed his expectations, but we feel our offer is relative to the circumstances and our decision is final 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]
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we issued a refund of $to Mr [redacted] on May 24, At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have documented Mr [redacted] comments and provided the requested resolution We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
(The consumer indicated he/she ACCEPTED the response from the business.) I have spoken with the company, they are ordering me another washer dryer comboI'm just waiting for them to contact me with the delivery detailsI'm a stay at home mom, so I have open availability.I'm happy with the outcome, I appreciate the timely manner which this issue was resolvedI have removed my old unit per requestI'm ready for the new unitAlso, I discussed there will be no change to the price of my warranty
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her blower Our records show that Ms [redacted] was authorized a gift card on January 27, for the blower and this card was used on March 3, Ms [redacted] purchased a craftsman blower with this gift card under sales check # [redacted] Since we confirmed that Ms [redacted] did get the gift card and used it for a new blower we 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]
Contact Name and Title: MELISSA [redacted] October 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Anne [redacted] - # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled service for her refrigeratorOur records show that the repair to Ms [redacted] 's refrigerator was completed on October 20, 2015, with the installation of a mullion and damper controlWhile we empathize with Ms [redacted] , we are unable to honor her request for a refund of her refrigeratorThe unit was purchased over four years ago, which is too far outside our Return Policy timeframe to consider such an accommodationMs [redacted] mentions that this is the second repair, but we would like to point out that the first repair was completed over two and a half years ago; a defective nipple on the end of the drain tube was repairedWhile a refund is not an option, since Ms [redacted] carries a Master Protection Agreement (MPA) on her refrigerator, she is welcome to call our Protection Agreement Department at (800) 827-to file a food loss claimPer the terms of the MPA, she can be reimbursed up to $every monthsWith that said, since we have completed the repair to Ms [redacted] 's refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal Mr [redacted] credit was issued, but it appears that there was a processing error and it did not go throughThe seller has reissued the creditMr [redacted] should see it within business daysAs for his request to receive a full refund is concerned, nothing has changedOur site notes that orders may not be canceled once placed and the seller’s page specifically states that you would need to contact them if there are any questions prior to placing an orderWe have had the restocking fee refunded, but the shipping fee will not be credited as a resultUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case, we do apologize that we failed his expectations, but we feel our offer to provide the restocking fee is relative to the circumstances and our decision is final 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
(The consumer indicated he/she ACCEPTED the response from the business.) Sears refunded the full amount of the charge which included the parts and the service callI appreciate the Revdex.com's help in getting this positive outcome
September 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Ingrid A W [redacted] Dear [redacted] We have completed the investigation of MsW [redacted] complaint regarding her dissatisfaction with the service availability in her area and that her refrigerator was not repaired in a timely manner It is unfortunate that we failed MsW [redacted] expectations when she recently scheduled a refrigerator repairWe value MsW [redacted] patronage, but can understand her frustration with the delays with serviceWe would like to apologize for the inconvenience and disappointment that MsW [redacted] may have experiencedWe want to assure MsW [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 According to our records, on June 28, MsW [redacted] reported an error message on her refrigerator and the fan was not workingOur technician arrived on July 13, and determined that the controller assembly had to be replaced and ordered the partThe technician scheduled to return on July 31, from 8am – pm; however, on the return service date, the technician did not arrive at MsW [redacted] residence until 1:pmWe would like to note, as with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledIn MsW [redacted] case, the technician needed to spend a longer amount of time at a previous stopThe technician noted that MsW [redacted] had to leave (for work) and could not wait for the repair to be completedService was rescheduled for the first available date, August 17, A sooner service request was submitted to our routing management team, but none was availableOn August 17, another technician arrived to install the part and he found that an additional part had to be orderedThe technician ordered the valve assembly and returned on September 5, to install the part; the repair was completed and the service order is closedWe apologize that the repair took longer than expected and as a one-time courtesy we have issued MsW [redacted] a $reimbursement on the labor chargeMsW [redacted] should receive the bank check within – business daysAdditionally, we hope that MsW [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation uponSince we have addressed the issue brought forth in MsW [redacted] complaint, we have closed our file We apologize to MsW [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problems she encountered with the outlet store when he reported that the dryer he purchased was delivered damaged Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe can assure Mr [redacted] that any variance from our accepted business practices and policies will be addressedHis complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service furtherAccording to our records, the dryer was returned and on April 19, we issued Mr [redacted] a credit of $on his credit card ending in ***With that being said, since we have addressed the issue brought forth in Mr [redacted] complaint we have closed our file We apologize to Mr [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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding repairs to her refrigerator [redacted] , Sears Home Services Customer Advocate provided the following response: Repairs to Ms [redacted] refrigerator were completed during a service call that was completed on Friday, February 24, During the service call the technician assigned indicated that he repaired a sealed system leak and recharged the systemOnce the system was recharged it was tested for leaks and none were identifiedWhen the technician left the home the unit was found to be operating as designedIf Ms [redacted] has any additional concerns, she can reach me by calling [redacted] That said we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - Ian [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ' complaint regarding his recent online order We would first like to apologize for any inconvenience Mr [redacted] may have experiencedWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching his online order, we found that his original charge for the refrigerator and delivery was for $A refund of $1,was issued back to Mr [redacted] account on July 3, Additionally, we found a reversal of $which was completed on July 14, To resolve this matter, we issued a refund of $in the form of a check which will be mailed and received within seven to ten business daysFor Mr [redacted] ' records the refund receipt number is Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since we have issued a refund for the amount that was reversed, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 5, [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 dissatisfaction with Sears Hometown Store customer service and non-receipt of a refund for a dishwasher order he cancelled It is unfortunate that we failed Mr [redacted] expectations when he recently purchased appliances from Sears Hometown StoreWe value his patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Mr [redacted] concerns were addressed by Sears Hometown Store directly and a refund of $was issued to his [redacted] account ending in [redacted] on June 27, Mr [redacted] may contact Sears Hometown Store directly if he has any further concerns about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Joseph [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr***'s complaint regarding Sears Home Services and repairs to his snow thrower Loretta [redacted] , Sears Home Services, Support Specialist provided the following response: Repairs to Mr***'s snow thrower were completed on Friday, August 14, 2015, when a new cam lock and spring were installedAfter the unit was reassembled it was tested and was found to be operating as expectedAt this time, since we have confirmed with Mr [redacted] that he was satisfied with the actions taken by Sears to ensure his satisfaction, we ask that this complaint be closed We apologize to and appreciate the opportunity to address this matterPlease 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
October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mrs***’s complaint regarding her refrigerator and her request for a replacement First, we would like to apologize to Mrs [redacted] for failing her expectations in regard to the repair of her refrigerator After reviewing the notes in our service system, our office authorized a replacement under Mrs***’s Master Protection Agreement (MPA) Based upon the features of Mrs***’s current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA Heather [redacted] with spoke with Mr [redacted] on October 20, 2016, and provided him with the replacement instructions Mrand Mrs [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist them The ***s will need to provide the telephone number on record, (412) [redacted] , to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 5, With that said, since we are providing Mrand Mrs [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # [redacted] - Rachael C [redacted] Dear Ms [redacted] We have been unable to contact MsTorres’ regarding her complaint on her Kenmore washerWe have been able to research her issue even though we have not been able to discuss our finding with her Ms [redacted] voice mail has been full therefore we haven’t been able to leave a message regarding our findingsOur research shows that Ms [redacted] purchased her washer on September 3, and purchased a Master Protection Agreement for coverage until October 11, During this time we have had one service requestOn September 23, Ms [redacted] contacted Sears stating she had an error code on LE on her washerOn September 26, or service technician found that a Rotor bolt had come off the motorThis was repaired that same dayWe have no records of other service request for this washer nor did our service technician indicate there was anything else wrong with the washer in when he was at the homeMs [redacted] is now outside the manufacture warranty for four (4) years and almost ten (10) months since her MPA expiredWith no past record showing an ongoing issue any repairs would be Ms [redacted] responsibilitySince we have explained why we will not be honoring Ms [redacted] request to replace her washer we have closed our caseWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
January 30, [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 recent purchase We were able to reorder the merchandise Mr [redacted] wanted and it arrived on January 26, We want to apologize to Mr [redacted] there was an unexpected delay from the vendorShould he have any further questions or concerns, he may contact Store Manager [redacted] at [redacted] during business hours Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Holdings CorporationMs [redacted] damage claim is being addressed by our third-party claims administrator, [redacted] Ms [redacted] claim number is [redacted] If Ms [redacted] has any questions regarding her claim, we ask that she contact [redacted] at [redacted] Per our protocol, once a consumer has been assigned a claim number through [redacted] , they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim At this point, Sears can no longer assist with Ms [redacted] issue, regardless of the decision made If Ms [redacted] has any concerns or questions regarding her claim, we ask that she speak with [redacted] With that said, since [redacted] is the party responsible for addressing Ms [redacted] damage claim, not Sears, we ask that this matter 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, [redacted] Regulatory Claims 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, Angela [redacted]