[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 range purchased from SearsWe apologize that Mr [redacted] range failed to meet his expectations of longevityThe reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision Mr [redacted] did not purchase additional coverage, his manufacturer’s warranty expired on September 11, 2011, over years ago, therefore he is responsible for the cost of any repairsWhen contacted on October 5, 2016, Mr [redacted] stated that he was not interested in paying for a service call on his range and has requested that the call be cancelled; therefore we will not be servicing the rangeThat said we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his damaged lawn tractor On receipt of [redacted] complaint we reached out to the store manager, [redacted] contacted [redacted] and offered to refund him $and to order a new engine hood at no cost to him [redacted] confirmed with this office that he accepted this resolution and is satisfied with the offer [redacted] also confirmed that [redacted] provided him with her contact information if he is still in need of assistanceSince it is our understanding that this resolution was acceptable to [redacted] we have closed our case We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to diagnose his water softener [redacted] ***, Sears Home Services, Territory Member Advocate Supervisor, provided the following response: I have attempted to work with [redacted] to reschedule a service call to have a technician dispatched to his home to diagnose his water softenerWhen I made contact with [redacted] he informed me that he was no longer interested in having a service call to have his water softener repaired [redacted] stated that that he was cutting ties with Sears and no longer wanted to be contactedIf [redacted] changes his mind and wants to have his water softener diagnosed, I ask that he contact me directly at [redacted] Since we have noted our response to [redacted] complaint and have provided him with my contact number, we ask that this complaint be closedWe apologize to [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]
December 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding the charges he incurred for the in-home service for the repair of his washer and his request for reimbursement We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied that the washer repair was not covered by the protection agreement, the fact remains that Mr [redacted] failed to renew the service agreement and the contract expired As far as Mr [redacted] request that we apply the service fee to a 3-year extended service agreement is concerned, we did not find that this was warranted, particularly since it is a consumer’s responsibility to pay for non-warrantied repairs or purchase some sort of extended warranty coverageIt is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionAs this decision is commensurate to the circumstances, we have closed our file We 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]
June 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 transaction While we feel the pricing MrMaraj saw was listed due to an error, which we are not obligated to honor due to the Terms of Service listed on our site, we have issued the credit he was seeking as a courtesyWe ask that MrMaraj allow 3-business days for the aforementioned credit to reflectIn light of the aforementioned, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ( [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/05/06) */ May 6, [redacted] We have completed the investigation of [redacted] complaint regarding his recent purchase First of all, we would like to apologize to [redacted] for this issue and thank him for bringing the matter to our attentionWe want to assure [redacted] that we have taken steps to ensure that this does not reoccurIn order to resolve this issue, we have shipped the work bench and the versa track system to [redacted] home free of chargeBy this time, [redacted] should have received both items and it is our hope that this will resolve the matter; therefore, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sears resolved the incidentThey delivered the product as advertisedAdditionally, Sears apologizedThis is a stand up company that has regained my respect
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, Cindy H***
Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ Contact Name and Title: [redacted] June 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - # XXXXXXXX Dear Ms [redacted] We have completed our investigation Ms [redacted] ' complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms [redacted] ' concerns to the District Service Manager for further reviewOn June 27, 2015, the technicians returned to Ms [redacted] ' home to install a new control board and filter assemblyOnce the new parts were installed, the washer was tested and found to be operating properlyAdditionally, our office has processed a request for laundry reimbursement in the amount of $75.00; Ms [redacted] can expect to receive a check within the next two weeksWith that said, since we have repaired Ms [redacted] ' washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
June 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair to her refrigerator First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] With that said, we are unable to honor Ms [redacted] request for $1,in food loss Ms [redacted] carries a repair contract through [redacted] If that contract provides for any food loss benefit, Ms [redacted] would need to file a claim with [redacted] ; Sears Home Services is only the contracted service provider Our records show that Ms [redacted] was offered a $service refund, which she accepted The refund request has been submitted, so Ms [redacted] should see a credit to her [redacted] account ending in [redacted] in the next week or a check in the next two weeks if the account information is not still available in our system Since we have documented Ms [redacted] concerns with the repair process and completed the repair to her refrigerator, albeit later than expected, we have closed our file Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request to receive her Shop Your Way Reward points back to her account After reviewing the rebuttal filed, we forwarded this matter to Sears Shop Your Way RewardsWe received a response today advising that Ms [redacted] did in fact receive a refund of her points immediately however, some of the points had expiredRegardless, we have made an exception and had the expired points returned so that Ms [redacted] can use them againMs [redacted] current balance is now 60, Should Ms [redacted] have any questions, she may contact the SYWR department directly at [redacted] In the interim, since we have provided an equitable resolution, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 14, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Cheryl [redacted] - # 10982063Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding her washer and her request to have the unit replaced under her Master Protection Agreement (MPA).Upon receipt of Ms [redacted] ’s complaint, we reviewed her service history to determine whether she qualifies for a replacement washerOur records show that Ms [redacted] purchased the Master Protection Agreement (MPA) on October 29, Since then, Ms [redacted] has had one qualifying service call completed under service order (completed December 11, 2015), which means that a functional part was replaced There was a prior service call completed on November 23, 2105, but the technician could not verify the problem, so no repair was completedWhile we understand that Ms [redacted] is frustrated and feels that her washer has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Ms [redacted] ’s washer has only had one qualifying repair to date Since we have explained why a replacement is currently not an option for Ms [redacted] and completed the repair to her washer, we ask that this matter be closed.We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely,Melissa ***Regulatory Complaints Specialist
November 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Anthony [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to Joe ***, Business Strategy Manager, who states the following: Mr [redacted] purchased tires on 5/30/ On 10/04/the vehicle was brought in for a tire rotation On 10/21/2016, Ms [redacted] brought the vehicle back complaining about a noise on the driver's side After the wheel is removed and upon examination the brake caliper was looseIt was determined a rear bolt was missing or sheared off At that point, Ms [redacted] was shown the problem and advised she needed a brake service to remedy the problem Ms [redacted] refused saying the problem didn't start until after she brought the vehicle to Sears and stated no one else had worked on her car Upon further examination the brake caliper on the passenger side of the car was shiny and brand new, free of brake dust Ms [redacted] was shown the old rusty caliper on drivers side and the shiny new caliper on the passenger side The customer said she had the car for five years and never had any work done on it Ms [redacted] then called her husband Ms [redacted] was asked to have her husband check his records to possibly see if he had the brakes serviced At this point Ms [redacted] said to put tires back on the car and she left The only service performed on this vehicle was a tire rotationThis service does not require the removal and or adjustment of the brake caliper That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Cathy B [redacted] Dear [redacted] We have completed our investigation of MrsB***s rebuttalWe are unsure if there has been some sort of miscommunication or something, but Store Manager Gordana R [redacted] provided MrB [redacted] with the $in question when he stopped by in early DecemberNo gift card is being sentMrsB [redacted] may call Gordana if she has any further questions at ( [redacted] during business hours We apologize to MrsB [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [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, David L [redacted]
Contact Name and Title: MELISSA [redacted] July 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Tammy L [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] 's complaint regarding a Sears Carpet Cleaning technician First, we would like to apologize to Ms [redacted] for failing her expectations and sincerely regret that this incident occurredUpon receiving Ms [redacted] 's complaint, we contacted the local office for assistanceNicole responded that she spoke with Mr [redacted] yesterday and apologized for her poor experienceAdditionally, Nicole explained the she offered to send another technician to Mr [redacted] 's home, but Ms [redacted] declined the service, indicating that she was not available Additionally, we forwarded this matter to the local office manager, so that he could address the customer service issues directly with the technician in question and provide the appropriate coaching It is our goal to ensure that future problems of this nature can be averted and we can only reiterate that we sincerely apologize for any inconvenience Ms [redacted] may have experienced when she scheduled an appointment with Sears Carpet CleaningWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon and strives to provide to each of our customersAgain, we would like to assure Ms [redacted] that we have noted her candid feedback and that we have taken her concerns very seriouslyWith that said, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
February 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Martin JP [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding his dissatisfaction with the failure of his refrigerator and a back order on the part needed to complete a repair It is Sears' goal to provide quality merchandise and services, and we are always concerned when something does not meet our customers' expectations The reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any product Manufacturers understand how frustrating this can be to a consumer and typically cover the cost of any repairs that become necessary within the first year However, they offer replacement only in the instance that an item cannot be repaired and do not offer any options while waiting for a repair It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage Although MrP [redacted] did not purchase a Sears Protection Agreement, it appears that the manufacturer does offer coverage for a few specific repairs beyond the first year of ownership With this having been said, our records indicate that Executive Member Services Representative Nancy R [redacted] contacted MrP [redacted] upon our receipt of this complaint and is currently working toward a resolution MrP [redacted] is welcome to contact MsR [redacted] at [redacted] **, at any time during this process We regret any inconvenience MrP [redacted] may have experienced and can assure him that we are committed to providing a fair and equitable resolution We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
April 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction that he has not received the refund for his cancelled online orderFirstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced due to the delay in the refund processWe reviewed the notes related to [redacted] order and confirmed that she called to cancel her online order on March 31, The cancellation did not process until the next day on April 1, [redacted] called several times to check the status of the refund and was informed that it can take 3-business days for the credit to post to her accountAs clarification, a delayed refund is not researched until after the 5th business dayOn April 8, [redacted] called again to check the status of her refund and we submitted a research on the creditOn April 10, we completed the research and manually reissued two separate credits to [redacted] $and $for a total of $The credits should post to her account on or before April 15, With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [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]
Initial Business Response / [redacted] (1000, 7, 2015/08/18) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed the investigation of Mr[redacted] complaint regarding Sears Home Services and repairs to his lawn tractor [redacted] , Sears Home Services, Territory Contractor Services Manager provided the following response: We are working with [redacted] Repair Service to have repairs completed to Mr[redacted] unitHe is aware that parts are on order and we expect them to be received in the next few daysCurrently, [redacted] from the office informed our office that [redacted] Repair Service is scheduled to return to the [redacted] home on Monday the 24th to complete the repairsA follow up letter will advise when we have completed the repairs to Mr[redacted] unit 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 Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Repair Service came last week and checked the lawn mower for the issues I reportedThe owner of [redacted] repair (***) was the technician that showed upAfter he checked the mower , he told me that he was going to order parts for the repair to the mowerOnce they received the parts they would contact me when they would schedule a return to do the repairsI have yet to receive a call from [redacted] Repair Service to find out when they would be returningOnce they contact me with a return date and time I will let you knowAs of this time repairs have not been done Final Business Response / [redacted] (4000, 11, 2015/08/25) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed the investigation of Mr[redacted] rebuttal regarding Sears Home Services and repairs to his lawn tractor [redacted] , Sears Home Services, Territory Contractor Services Manager provided the following response: As noted in our initial correspondence, Sears worked with [redacted] Repair Service to have repairs completed to Mr[redacted] unitOn Tuesday, August 25, 2015, I was contacted by [redacted] from [redacted] Repair Service who informed me that repairs to Mr[redacted] unit have been completedThat said, I was also informed that Mr [redacted] was satisfied with the repairsAt this time, since we have been advised that the repairs to Mr[redacted] repairs have been completed, we ask that this complaint be closed 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 Claims Specialist Sears Holdings Corporation [redacted] Final Consumer Response / [redacted] (2000, 13, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) My thanks to the Revdex.com for their help in getting my problems with SearsWithout your help I still would not have my mower fixedThis is the second time I have had to use the Revdex.com to resolve a problem with SearsWhen the Service Techswere based out of the stores you could believe they would be at your home within or weeks to fix your issue I hope Sears will take this constructive criticism as a way to improve customer service in their Home Repair DivisionAfter a home owner calls Sears to request service make available someone who can resolve issues with Repair Technicians who do not call to make appointments or at least give an approximate date when they will come When a Sears Customer Service Repwhom answers the original call for service and promises to call the home owner the next day with information to at least make that phone call! I called Sears aqt least time in an effort to find out who and when a service techwould comeI never receive a follow up phone call from the Sears Rep
August 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – J [redacted] W [redacted] Dear MsV [redacted] We have completed the investigation of MrW [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed MrW [redacted] expectations as we value his patronageAfter reviewing the notes in the order, we found that a full refund of $was processed on June 27, 2017, and the amount went back to his [redacted] accountFor MrW [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future MrW [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted MrW [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, E [redacted] C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Beth W [redacted] Dear [redacted] We have completed our investigation of Ms. W [redacted] complaint regarding her refrigerator. We found that Ms. W [redacted] was... authorized for a replacement by the protection agreement department and a message was left of that information on the number we have on file ending in *** Receipt # [redacted] shows her new refrigerator shows as delivered on October 23, 2017. Since Ms. W [redacted] refrigerator has been replaced we have closed this case. We apologize to Ms. W [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, Vanessa L. S [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 Mr [redacted] complaint regarding a range purchased from SearsWe apologize that Mr [redacted] range failed to meet his expectations of longevityThe reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision Mr [redacted] did not purchase additional coverage, his manufacturer’s warranty expired on September 11, 2011, over years ago, therefore he is responsible for the cost of any repairsWhen contacted on October 5, 2016, Mr [redacted] stated that he was not interested in paying for a service call on his range and has requested that the call be cancelled; therefore we will not be servicing the rangeThat said we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his damaged lawn tractor On receipt of [redacted] complaint we reached out to the store manager, [redacted] contacted [redacted] and offered to refund him $and to order a new engine hood at no cost to him [redacted] confirmed with this office that he accepted this resolution and is satisfied with the offer [redacted] also confirmed that [redacted] provided him with her contact information if he is still in need of assistanceSince it is our understanding that this resolution was acceptable to [redacted] we have closed our case We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to diagnose his water softener [redacted] ***, Sears Home Services, Territory Member Advocate Supervisor, provided the following response: I have attempted to work with [redacted] to reschedule a service call to have a technician dispatched to his home to diagnose his water softenerWhen I made contact with [redacted] he informed me that he was no longer interested in having a service call to have his water softener repaired [redacted] stated that that he was cutting ties with Sears and no longer wanted to be contactedIf [redacted] changes his mind and wants to have his water softener diagnosed, I ask that he contact me directly at [redacted] Since we have noted our response to [redacted] complaint and have provided him with my contact number, we ask that this complaint be closedWe apologize to [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]
December 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding the charges he incurred for the in-home service for the repair of his washer and his request for reimbursement We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied that the washer repair was not covered by the protection agreement, the fact remains that Mr [redacted] failed to renew the service agreement and the contract expired As far as Mr [redacted] request that we apply the service fee to a 3-year extended service agreement is concerned, we did not find that this was warranted, particularly since it is a consumer’s responsibility to pay for non-warrantied repairs or purchase some sort of extended warranty coverageIt is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionAs this decision is commensurate to the circumstances, we have closed our file We 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]
June 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 transaction While we feel the pricing MrMaraj saw was listed due to an error, which we are not obligated to honor due to the Terms of Service listed on our site, we have issued the credit he was seeking as a courtesyWe ask that MrMaraj allow 3-business days for the aforementioned credit to reflectIn light of the aforementioned, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ( [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/05/06) */ May 6, [redacted] We have completed the investigation of [redacted] complaint regarding his recent purchase First of all, we would like to apologize to [redacted] for this issue and thank him for bringing the matter to our attentionWe want to assure [redacted] that we have taken steps to ensure that this does not reoccurIn order to resolve this issue, we have shipped the work bench and the versa track system to [redacted] home free of chargeBy this time, [redacted] should have received both items and it is our hope that this will resolve the matter; therefore, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sears resolved the incidentThey delivered the product as advertisedAdditionally, Sears apologizedThis is a stand up company that has regained my respect
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, Cindy H***
Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ Contact Name and Title: [redacted] June 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - # XXXXXXXX Dear Ms [redacted] We have completed our investigation Ms [redacted] ' complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms [redacted] ' concerns to the District Service Manager for further reviewOn June 27, 2015, the technicians returned to Ms [redacted] ' home to install a new control board and filter assemblyOnce the new parts were installed, the washer was tested and found to be operating properlyAdditionally, our office has processed a request for laundry reimbursement in the amount of $75.00; Ms [redacted] can expect to receive a check within the next two weeksWith that said, since we have repaired Ms [redacted] ' washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
June 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair to her refrigerator First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] With that said, we are unable to honor Ms [redacted] request for $1,in food loss Ms [redacted] carries a repair contract through [redacted] If that contract provides for any food loss benefit, Ms [redacted] would need to file a claim with [redacted] ; Sears Home Services is only the contracted service provider Our records show that Ms [redacted] was offered a $service refund, which she accepted The refund request has been submitted, so Ms [redacted] should see a credit to her [redacted] account ending in [redacted] in the next week or a check in the next two weeks if the account information is not still available in our system Since we have documented Ms [redacted] concerns with the repair process and completed the repair to her refrigerator, albeit later than expected, we have closed our file Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request to receive her Shop Your Way Reward points back to her account After reviewing the rebuttal filed, we forwarded this matter to Sears Shop Your Way RewardsWe received a response today advising that Ms [redacted] did in fact receive a refund of her points immediately however, some of the points had expiredRegardless, we have made an exception and had the expired points returned so that Ms [redacted] can use them againMs [redacted] current balance is now 60, Should Ms [redacted] have any questions, she may contact the SYWR department directly at [redacted] In the interim, since we have provided an equitable resolution, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 14, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Cheryl [redacted] - # 10982063Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding her washer and her request to have the unit replaced under her Master Protection Agreement (MPA).Upon receipt of Ms [redacted] ’s complaint, we reviewed her service history to determine whether she qualifies for a replacement washerOur records show that Ms [redacted] purchased the Master Protection Agreement (MPA) on October 29, Since then, Ms [redacted] has had one qualifying service call completed under service order (completed December 11, 2015), which means that a functional part was replaced There was a prior service call completed on November 23, 2105, but the technician could not verify the problem, so no repair was completedWhile we understand that Ms [redacted] is frustrated and feels that her washer has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Ms [redacted] ’s washer has only had one qualifying repair to date Since we have explained why a replacement is currently not an option for Ms [redacted] and completed the repair to her washer, we ask that this matter be closed.We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely,Melissa ***Regulatory Complaints Specialist
November 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Anthony [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to Joe ***, Business Strategy Manager, who states the following: Mr [redacted] purchased tires on 5/30/ On 10/04/the vehicle was brought in for a tire rotation On 10/21/2016, Ms [redacted] brought the vehicle back complaining about a noise on the driver's side After the wheel is removed and upon examination the brake caliper was looseIt was determined a rear bolt was missing or sheared off At that point, Ms [redacted] was shown the problem and advised she needed a brake service to remedy the problem Ms [redacted] refused saying the problem didn't start until after she brought the vehicle to Sears and stated no one else had worked on her car Upon further examination the brake caliper on the passenger side of the car was shiny and brand new, free of brake dust Ms [redacted] was shown the old rusty caliper on drivers side and the shiny new caliper on the passenger side The customer said she had the car for five years and never had any work done on it Ms [redacted] then called her husband Ms [redacted] was asked to have her husband check his records to possibly see if he had the brakes serviced At this point Ms [redacted] said to put tires back on the car and she left The only service performed on this vehicle was a tire rotationThis service does not require the removal and or adjustment of the brake caliper That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Cathy B [redacted] Dear [redacted] We have completed our investigation of MrsB***s rebuttalWe are unsure if there has been some sort of miscommunication or something, but Store Manager Gordana R [redacted] provided MrB [redacted] with the $in question when he stopped by in early DecemberNo gift card is being sentMrsB [redacted] may call Gordana if she has any further questions at ( [redacted] during business hours We apologize to MrsB [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [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, David L [redacted]
Contact Name and Title: MELISSA [redacted] July 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Tammy L [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] 's complaint regarding a Sears Carpet Cleaning technician First, we would like to apologize to Ms [redacted] for failing her expectations and sincerely regret that this incident occurredUpon receiving Ms [redacted] 's complaint, we contacted the local office for assistanceNicole responded that she spoke with Mr [redacted] yesterday and apologized for her poor experienceAdditionally, Nicole explained the she offered to send another technician to Mr [redacted] 's home, but Ms [redacted] declined the service, indicating that she was not available Additionally, we forwarded this matter to the local office manager, so that he could address the customer service issues directly with the technician in question and provide the appropriate coaching It is our goal to ensure that future problems of this nature can be averted and we can only reiterate that we sincerely apologize for any inconvenience Ms [redacted] may have experienced when she scheduled an appointment with Sears Carpet CleaningWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon and strives to provide to each of our customersAgain, we would like to assure Ms [redacted] that we have noted her candid feedback and that we have taken her concerns very seriouslyWith that said, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
February 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Martin JP [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding his dissatisfaction with the failure of his refrigerator and a back order on the part needed to complete a repair It is Sears' goal to provide quality merchandise and services, and we are always concerned when something does not meet our customers' expectations The reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any product Manufacturers understand how frustrating this can be to a consumer and typically cover the cost of any repairs that become necessary within the first year However, they offer replacement only in the instance that an item cannot be repaired and do not offer any options while waiting for a repair It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage Although MrP [redacted] did not purchase a Sears Protection Agreement, it appears that the manufacturer does offer coverage for a few specific repairs beyond the first year of ownership With this having been said, our records indicate that Executive Member Services Representative Nancy R [redacted] contacted MrP [redacted] upon our receipt of this complaint and is currently working toward a resolution MrP [redacted] is welcome to contact MsR [redacted] at [redacted] **, at any time during this process We regret any inconvenience MrP [redacted] may have experienced and can assure him that we are committed to providing a fair and equitable resolution We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
April 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction that he has not received the refund for his cancelled online orderFirstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced due to the delay in the refund processWe reviewed the notes related to [redacted] order and confirmed that she called to cancel her online order on March 31, The cancellation did not process until the next day on April 1, [redacted] called several times to check the status of the refund and was informed that it can take 3-business days for the credit to post to her accountAs clarification, a delayed refund is not researched until after the 5th business dayOn April 8, [redacted] called again to check the status of her refund and we submitted a research on the creditOn April 10, we completed the research and manually reissued two separate credits to [redacted] $and $for a total of $The credits should post to her account on or before April 15, With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [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]
Initial Business Response / [redacted] (1000, 7, 2015/08/18) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed the investigation of Mr[redacted] complaint regarding Sears Home Services and repairs to his lawn tractor [redacted] , Sears Home Services, Territory Contractor Services Manager provided the following response: We are working with [redacted] Repair Service to have repairs completed to Mr[redacted] unitHe is aware that parts are on order and we expect them to be received in the next few daysCurrently, [redacted] from the office informed our office that [redacted] Repair Service is scheduled to return to the [redacted] home on Monday the 24th to complete the repairsA follow up letter will advise when we have completed the repairs to Mr[redacted] unit 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 Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Repair Service came last week and checked the lawn mower for the issues I reportedThe owner of [redacted] repair (***) was the technician that showed upAfter he checked the mower , he told me that he was going to order parts for the repair to the mowerOnce they received the parts they would contact me when they would schedule a return to do the repairsI have yet to receive a call from [redacted] Repair Service to find out when they would be returningOnce they contact me with a return date and time I will let you knowAs of this time repairs have not been done Final Business Response / [redacted] (4000, 11, 2015/08/25) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed the investigation of Mr[redacted] rebuttal regarding Sears Home Services and repairs to his lawn tractor [redacted] , Sears Home Services, Territory Contractor Services Manager provided the following response: As noted in our initial correspondence, Sears worked with [redacted] Repair Service to have repairs completed to Mr[redacted] unitOn Tuesday, August 25, 2015, I was contacted by [redacted] from [redacted] Repair Service who informed me that repairs to Mr[redacted] unit have been completedThat said, I was also informed that Mr [redacted] was satisfied with the repairsAt this time, since we have been advised that the repairs to Mr[redacted] repairs have been completed, we ask that this complaint be closed 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 Claims Specialist Sears Holdings Corporation [redacted] Final Consumer Response / [redacted] (2000, 13, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) My thanks to the Revdex.com for their help in getting my problems with SearsWithout your help I still would not have my mower fixedThis is the second time I have had to use the Revdex.com to resolve a problem with SearsWhen the Service Techswere based out of the stores you could believe they would be at your home within or weeks to fix your issue I hope Sears will take this constructive criticism as a way to improve customer service in their Home Repair DivisionAfter a home owner calls Sears to request service make available someone who can resolve issues with Repair Technicians who do not call to make appointments or at least give an approximate date when they will come When a Sears Customer Service Repwhom answers the original call for service and promises to call the home owner the next day with information to at least make that phone call! I called Sears aqt least time in an effort to find out who and when a service techwould comeI never receive a follow up phone call from the Sears Rep
August 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – J [redacted] W [redacted] Dear MsV [redacted] We have completed the investigation of MrW [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed MrW [redacted] expectations as we value his patronageAfter reviewing the notes in the order, we found that a full refund of $was processed on June 27, 2017, and the amount went back to his [redacted] accountFor MrW [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future MrW [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted MrW [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, E [redacted] C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Beth W [redacted] Dear [redacted] We have completed our investigation of Ms. W [redacted] complaint regarding her refrigerator. We found that Ms. W [redacted] was... authorized for a replacement by the protection agreement department and a message was left of that information on the number we have on file ending in *** Receipt # [redacted] shows her new refrigerator shows as delivered on October 23, 2017. Since Ms. W [redacted] refrigerator has been replaced we have closed this case. We apologize to Ms. W [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, Vanessa L. S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]