Complaint: [redacted] I am rejecting this response because: It was handled very poorly by Sears IncThe reply from Sears in inaccurate as to what actually happenedWe had service calls,The only reason the situation was finally resolved is because we spent another $though our original sale associate at the [redacted] Sears to get a completely different stoveThere has been no compensation for the ordeal it has caused to our family for our time that was wasted with endless service calls and meals that were ruined as a result of a defective unitSears at [redacted] assisted in getting out of the quagmire created by the endless loop we were stuck in per Sears policy.I don't not want it to be recorded as being resolved satisfactorily because it wasn'tIn fact I recommend that everyone I know shop elsewhereSears is far to difficult to do business withThis nightmare was not handled in a positive manner and it is wrong to imply that it wasI want the complaint to stand against Sears so others considering a purchase go elsewhereSincerely,PJ B [redacted] Sincerely, [redacted] ***
March 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding a recent washer repair It is regrettable that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his washerWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe sincerely apologize for any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Member Advocate [redacted] spoke with Mr [redacted] on March 28, 2017, and she arranged to have a technician return to Mr [redacted] home on March 29, 2017, to pick up the boxes that were left On March 30, 2017, Ms [redacted] confirmed that the boxes have been removed With that said, since we have documented Mr [redacted] experience with Sears Home Services and we have removed the boxes, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Contact Name and Title: MELISSA [redacted] September 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Vaughn [redacted] - # Dear Ms [redacted] : We have completed our investigation Mr [redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkUpon researching Mr [redacted] concerns, we found that the store of purchase processed an exchange on September 10, 2015, and Mr [redacted] received the new refrigerator on September 14, As a conciliatory gesture or any inconvenience Mr [redacted] may have experienced, our office processed a six-month extension to the Master Protection Agreement (MPA) he purchased for the new refrigerator; the coverage now expires on March 12, With that said, since an equitable resolution has been provided for Mr***, albeit later than expected, and we have documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
February 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Hans B [redacted] Dear Ms [redacted] We have completed the investigation of MrB [redacted] complaint regarding his recent store visit It was our understanding that Store Manager Eddie G [redacted] has spoken with MrB [redacted] in regard to this issueIt seems that there was a misunderstanding concerning our tool replacement policy under the Craftsman GuaranteeEddie has informed MrB [redacted] that he will gladly handle his transaction according to the term of our Craftsman Guarantee and he will make sure that all local personnel are aware of the correct policy details in order that further such instances may be avertedIf MrB [redacted] should have any further concerns, he may contact Eddie during business hours at [redacted] We apologize to MrB [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]
[redacted] Revdex.com North Wabash Ave, Ste# [redacted] ** [redacted] Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her furnace which is covered by the Sears Home WarrantyWe feel it is important to clarify that the Sears Home Warranty (SHW) is administered by [redacted] (CCHS)That being said we provided a copy of Ms [redacted] complaint to CCHS and was advised by [redacted] , CCHS Case Management Specialist that the claim regarding the furnace was approved Per Ms [redacted] email, [redacted] has two choices, she can accept the replacement of the furnace and pay approximately $1,in non-covered charges or she can accept a claim credit in the amount of [redacted] When Ms [redacted] spoke with [redacted] on Monday, January 2, 2017, she was going to discuss the options with her husband and advise Ms [redacted] of her decision [redacted] can reach Ms [redacted] at ( [redacted] or via email at [redacted] Since we have noted that CCHS will be the party who will ultimately be resolving [redacted] concerns, 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]
Initial Business Response / [redacted] (1000, 10, 2015/10/02) */ October 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms[redacted] complaint regarding lawn care benefits under their Repair Protection Agreement (RPA) We regret that the misinformation he received regarding lawn care caused him any inconvenienceIt is true that there was a change in the terms and benefits in June of this year under the RPA but this only affects those RPA's that were purchased in June of and afterSince the [redacted] purchased their RPA in this change does not affect their current coverageIf they chose to renew the RPA in then the new terms and conditions will apply at that time With that being said we have processed a check for the lawn care reimbursement in the amount of $I have provided Mr[redacted] with my direct contact information if they are still in need of assistanceIn the mean time since we have processed the promised lawn care amount of $and this was accepteable to the [redacted] we have closed our case We apologize to Ms[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company agreed to provide the promised amount of $
December 2, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – Richard [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding the problems he encountered with the haul away of his used range.It is unfortunate that we failed Mr [redacted] ’s expectations when he recently scheduled the haul away of his used rangeWe value Mr [redacted] ’s patronage, but we can understand his frustration due to the series of events noted in his complaint We would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his 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, the delivery was unable to haul away the Mr [redacted] ’s use range when they delivered the new range The delivery team discovered that the range was hard-wired and required an electrician to disconnect the range For safety purposes, our delivery team is not authorized to perform any electrical work Mr [redacted] was informed that he could reschedule the haul away once the range was disconnected Mr [redacted] called on November 3, and requested to cancel the scheduled haul away because he would not be available On November 10, Mr [redacted] called again and requested to reschedule the appointment The notes indicate that the manual work order for the haul away was submitted and with the requested date of November 13, Mr [redacted] called on November 12, to check the status of the order for that day He was informed that there was no appointment for November 12, Mr [redacted] was issued a $gift card for the inconvenience and the appointment was requested for November 14, Regrettably, the date was not available and the haul away was set by the carrier for the first available date, November 15, Our records confirm that the haul away of the range was completed on November 15, With that being said, since we have addressed the issue brought forth in Mr [redacted] ’s complaint, we have closed our file.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,Matilda [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directMatilda[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meI did finally recieve the $that was suppose to be a gift card that was added to my shop your way rewardsI appreciate the Revdex.com looking into this for me and I will from now I will not be giving sears my business because of this mess Sincerely, [redacted] ***
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her request to return a washer purchased from Sears for a refund Upon researching [redacted] complaint, we found that she purchased her washer January 8, 2016, it was delivered on January 14, 2016, and she reported the issue detailed in her letter on February 28, Per Sears’ stated Return Policy, the washer was eligible for return within days of purchase Unfortunately, whether using the purchase date or the delivery date, [redacted] request for a refund occurred outside of this day return period, and as such her purchase no longer qualifies for a refund or an exchange Her only option at this time is to accept a repair under the manufacturer’s warranty However, as Ms [redacted] states, she cancelled her repair appointment and Sears has not had the opportunity to evaluate the washer While we empathize with her situation, we can only apologize for any inconvenience Ms [redacted] may have experienced and ask her to schedule a new appointment to allow our technician to evaluate her washer Ms [redacted] would be charged for the appointment only if it is determined that she has clearly disregarded the manufacturer’s instructions and/or if the failure she experienced is a result of misuse, abuse or an issue in her home unrelated to the washer itself Since we have explained why we are unable to honor [redacted] request for a refund, we ask to have this matter closed pending her acceptance of a service appointment 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] ***
June 19, [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 request for the remaining refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order we found that Sears Online processed the remaining refund of $under return receipt number [redacted] on June 12, This credit should post to the account within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Deborah D C [redacted] Dear [redacted] We have completed the investigation of MsC [redacted] complaint regarding her dissatisfaction with our customer service and repair for her dryer It is unfortunate that we failed MsC [redacted] expectations with her scheduled repairWe value MsC [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure MsC [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received caused her any inconvenienceFor customer satisfactions reasons we offered a one year extension on the Master Protection Agreement on MsC [redacted] washer and dryer which she acceptedWe respectfully ask that this matter be closed, since we have repaired MsC [redacted] dryer and she has accepted the resolution offered Again, we apologize to MsC [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 17, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund We apologize for the delay in responding to this complaintWe forwarded this matter to the Sears Vendor to research further and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may email me directly at [redacted] We apologize again 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] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his Sears home Warranty We would first like to point out that [redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract We reached out to CCHS when we received Mr [redacted] complaint and were informed of the following; The warranty went into effect on 4/10/and the customer placed a claim on a receptacle/outlet on 4/11/April 14th he called in and was advised that a vendor had not yet been assigned to the claimHe was offered [redacted] , ( [redacted] is an option for the customer when our service providers are not able to service in a timely manner, the customer can go to their own selected service provider to have the service done and CCHS will reimburse the customer) or the authorization to use a local, licensed and insured service provider, and he refusedWe weren’t able to locate an in-network contractor to service the customer within an acceptable timeframe therefore offered a service provider that is outside our network with the understanding that CCHS would reimburse the customer directly for the repairsMr [redacted] declined this option and requested the cancellation of the Sears Home Warranty which was done and his refund went back on his [redacted] card ending in [redacted] Since we have addressed Mr [redacted] complaint and his SHW has been cancelled we have closed this case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 26, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – John P [redacted] Dear [redacted] We have completed the investigation of MrP [redacted] complaint regarding his recent online order experience and his request for a full refundAfter reviewing the complaint filed, we found that a full refund had been issued as of February 4, For MrP [redacted] records a refund of $was issued under return receipt number [redacted] for the 3-Quart Suace PanA refund of $was issued under return receipt number [redacted] for the 5-Quart Saute Pan and $under receipt number [redacted] for the steamerAccording to Sears Online, the gift cards that were issued have since been redeemedWe apologize for any inconvenience and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future MrP [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 MrP [redacted] concerns and respectfully ask to have this matter closed, since a refund 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, Eligia C [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Ivan [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with receiving a single twin box spring instead of needed to serve as a foundation for his king size bed It is unfortunate that we failed Mr [redacted] expectations when he recently visited our Sears StoreWe value his patronage and can understand his frustration with the events detailed in his complaintWe 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, Gilberto [redacted] Manager for Sears Store number 1027, informed us that his personnel verified an issue with the sears.com description and agreed to order a second box spring for Mr [redacted] at no cost Our records indicate that the item was expected to be ready for pick up on July 8, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and an equitable 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
July 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – J [redacted] J [redacted] Dear Ms [redacted] : We have completed the investigation of MsJ [redacted] complaint regarding her dissatisfaction that the [redacted] refrigerator failed too soon and her request for a refund We apologize that MsJ [redacted] refrigerator failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few weeks oldWe contacted MsJ [redacted] and she stated that the refrigerator is still not workingShe stated that the [redacted] technicians have made multiple attempts to repair the refrigerator, but it is not coolingMsJ [redacted] claims that the [redacted] technicians have informed her that the refrigerator is non repairableShe reported the issue to [redacted] g, and was told that she would receive a refund, but has not been assistedMsJ [redacted] requested that we pick up the refrigerator so that she can receive a refundWe denied MsJ [redacted] request to return the refrigerator and advised her that the day return period had expiredMsJ [redacted] stated that she called Sears within the day periodWe explained that she called regarding service and did not request a return or exchangeWhen she called, she was provided technical support over the phoneSince our tech support was unable to assist MsJ [redacted] she was advised to contact [redacted] for warranty serviceMsJ [redacted] did not request a return until May and the day return period expired Since the refrigerator is still within the manufacturer’s warranty, we suggested that MsJ [redacted] continue to contact [redacted] and request warranty serviceWe have also reached out to [redacted] g, on MsJ [redacted] behalf, regarding the multiple repair attempts on the refrigerator and her request for a refundWe advised MsJ [redacted] that [redacted] is the warrantor and will have the final decisionWith that being said, since we have addressed the issue brought forth in MsJ [redacted] complaint, we have closed our file We apologize to MsJ [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] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have received communications from several parties at SearsI have been made promises of resolution of the complaint and I am working with them to achieve the promised resolutionThis will involve my getting estimates to repair the damage and restitution from their insurance company all of which will require some time to resolve fullySincerely, Mike G**
October 7, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] John Charles [redacted] Jr. Dear Ms. [redacted] : We have completed the investigation of Mr. ***’ complaint regarding his dissatisfaction with the... multiple repair attempts on his refrigerator. Upon reviewing Mr. ***’ service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like Mr. ***’, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, our records reflect that Mr. ***’ refrigerator has been repaired and it appears to be working to specifications. As a conciliatory gesture, we have refunded the previous charge for service of $245.52 and it should reflect on his account within 10 business days. Additionally, $50.00 worth of points has been added to Mr. ***’ Shop Your Way Rewards account (member # [redacted] .) Since Mr. ***’ refrigerator has been repaired in accordance with the terms of his manufacturer’s warranty, we ask to have this matter 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, Tammie [redacted] Regulatory Complaint Specialist (***) [redacted] Tammie. [redacted] @searshc.com
[redacted] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions. [redacted] , Sears Garage Solutions, Support Specialist... provided the following response:I have been informed that the local Sears Garage Solutions franchisee has agreed to refund [redacted] $228.00. The local office has processed and will send a settlement agreement to [redacted] once it is signed and received the refund will be processed. If there are any additional questions or concerns that [redacted] needs addressed, I invite him to contact me at [redacted] Since we have been advised that [redacted] was satisfied with receiving the aforementioned refund of $228.00, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
August 28, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Traci [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the cosmetic damage upon the inatallation of her purchased appliance After reviewing Ms [redacted] complaint and our records, we contacted Ms [redacted] on August 25, and were informed that she returned the original refrigerator and purchased a new oneIt is our hope that Ms [redacted] purchased appliance will provide her with [redacted] term satisfactionSince we were able to determine that Ms [redacted] received a new refrigerator, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -512- [redacted] I [redacted] @searsch.com
Complaint: [redacted] I am rejecting this response because: It was handled very poorly by Sears IncThe reply from Sears in inaccurate as to what actually happenedWe had service calls,The only reason the situation was finally resolved is because we spent another $though our original sale associate at the [redacted] Sears to get a completely different stoveThere has been no compensation for the ordeal it has caused to our family for our time that was wasted with endless service calls and meals that were ruined as a result of a defective unitSears at [redacted] assisted in getting out of the quagmire created by the endless loop we were stuck in per Sears policy.I don't not want it to be recorded as being resolved satisfactorily because it wasn'tIn fact I recommend that everyone I know shop elsewhereSears is far to difficult to do business withThis nightmare was not handled in a positive manner and it is wrong to imply that it wasI want the complaint to stand against Sears so others considering a purchase go elsewhereSincerely,PJ B [redacted] Sincerely, [redacted] ***
March 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding a recent washer repair It is regrettable that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his washerWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe sincerely apologize for any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Member Advocate [redacted] spoke with Mr [redacted] on March 28, 2017, and she arranged to have a technician return to Mr [redacted] home on March 29, 2017, to pick up the boxes that were left On March 30, 2017, Ms [redacted] confirmed that the boxes have been removed With that said, since we have documented Mr [redacted] experience with Sears Home Services and we have removed the boxes, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Contact Name and Title: MELISSA [redacted] September 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Vaughn [redacted] - # Dear Ms [redacted] : We have completed our investigation Mr [redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkUpon researching Mr [redacted] concerns, we found that the store of purchase processed an exchange on September 10, 2015, and Mr [redacted] received the new refrigerator on September 14, As a conciliatory gesture or any inconvenience Mr [redacted] may have experienced, our office processed a six-month extension to the Master Protection Agreement (MPA) he purchased for the new refrigerator; the coverage now expires on March 12, With that said, since an equitable resolution has been provided for Mr***, albeit later than expected, and we have documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
February 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Hans B [redacted] Dear Ms [redacted] We have completed the investigation of MrB [redacted] complaint regarding his recent store visit It was our understanding that Store Manager Eddie G [redacted] has spoken with MrB [redacted] in regard to this issueIt seems that there was a misunderstanding concerning our tool replacement policy under the Craftsman GuaranteeEddie has informed MrB [redacted] that he will gladly handle his transaction according to the term of our Craftsman Guarantee and he will make sure that all local personnel are aware of the correct policy details in order that further such instances may be avertedIf MrB [redacted] should have any further concerns, he may contact Eddie during business hours at [redacted] We apologize to MrB [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]
[redacted] Revdex.com North Wabash Ave, Ste# [redacted] ** [redacted] Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her furnace which is covered by the Sears Home WarrantyWe feel it is important to clarify that the Sears Home Warranty (SHW) is administered by [redacted] (CCHS)That being said we provided a copy of Ms [redacted] complaint to CCHS and was advised by [redacted] , CCHS Case Management Specialist that the claim regarding the furnace was approved Per Ms [redacted] email, [redacted] has two choices, she can accept the replacement of the furnace and pay approximately $1,in non-covered charges or she can accept a claim credit in the amount of [redacted] When Ms [redacted] spoke with [redacted] on Monday, January 2, 2017, she was going to discuss the options with her husband and advise Ms [redacted] of her decision [redacted] can reach Ms [redacted] at ( [redacted] or via email at [redacted] Since we have noted that CCHS will be the party who will ultimately be resolving [redacted] concerns, 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]
Initial Business Response / [redacted] (1000, 10, 2015/10/02) */ October 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms[redacted] complaint regarding lawn care benefits under their Repair Protection Agreement (RPA) We regret that the misinformation he received regarding lawn care caused him any inconvenienceIt is true that there was a change in the terms and benefits in June of this year under the RPA but this only affects those RPA's that were purchased in June of and afterSince the [redacted] purchased their RPA in this change does not affect their current coverageIf they chose to renew the RPA in then the new terms and conditions will apply at that time With that being said we have processed a check for the lawn care reimbursement in the amount of $I have provided Mr[redacted] with my direct contact information if they are still in need of assistanceIn the mean time since we have processed the promised lawn care amount of $and this was accepteable to the [redacted] we have closed our case We apologize to Ms[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company agreed to provide the promised amount of $
December 2, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – Richard [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding the problems he encountered with the haul away of his used range.It is unfortunate that we failed Mr [redacted] ’s expectations when he recently scheduled the haul away of his used rangeWe value Mr [redacted] ’s patronage, but we can understand his frustration due to the series of events noted in his complaint We would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his 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, the delivery was unable to haul away the Mr [redacted] ’s use range when they delivered the new range The delivery team discovered that the range was hard-wired and required an electrician to disconnect the range For safety purposes, our delivery team is not authorized to perform any electrical work Mr [redacted] was informed that he could reschedule the haul away once the range was disconnected Mr [redacted] called on November 3, and requested to cancel the scheduled haul away because he would not be available On November 10, Mr [redacted] called again and requested to reschedule the appointment The notes indicate that the manual work order for the haul away was submitted and with the requested date of November 13, Mr [redacted] called on November 12, to check the status of the order for that day He was informed that there was no appointment for November 12, Mr [redacted] was issued a $gift card for the inconvenience and the appointment was requested for November 14, Regrettably, the date was not available and the haul away was set by the carrier for the first available date, November 15, Our records confirm that the haul away of the range was completed on November 15, With that being said, since we have addressed the issue brought forth in Mr [redacted] ’s complaint, we have closed our file.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,Matilda [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directMatilda[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meI did finally recieve the $that was suppose to be a gift card that was added to my shop your way rewardsI appreciate the Revdex.com looking into this for me and I will from now I will not be giving sears my business because of this mess Sincerely, [redacted] ***
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her request to return a washer purchased from Sears for a refund Upon researching [redacted] complaint, we found that she purchased her washer January 8, 2016, it was delivered on January 14, 2016, and she reported the issue detailed in her letter on February 28, Per Sears’ stated Return Policy, the washer was eligible for return within days of purchase Unfortunately, whether using the purchase date or the delivery date, [redacted] request for a refund occurred outside of this day return period, and as such her purchase no longer qualifies for a refund or an exchange Her only option at this time is to accept a repair under the manufacturer’s warranty However, as Ms [redacted] states, she cancelled her repair appointment and Sears has not had the opportunity to evaluate the washer While we empathize with her situation, we can only apologize for any inconvenience Ms [redacted] may have experienced and ask her to schedule a new appointment to allow our technician to evaluate her washer Ms [redacted] would be charged for the appointment only if it is determined that she has clearly disregarded the manufacturer’s instructions and/or if the failure she experienced is a result of misuse, abuse or an issue in her home unrelated to the washer itself Since we have explained why we are unable to honor [redacted] request for a refund, we ask to have this matter closed pending her acceptance of a service appointment 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] ***
June 19, [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 request for the remaining refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order we found that Sears Online processed the remaining refund of $under return receipt number [redacted] on June 12, This credit should post to the account within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Deborah D C [redacted] Dear [redacted] We have completed the investigation of MsC [redacted] complaint regarding her dissatisfaction with our customer service and repair for her dryer It is unfortunate that we failed MsC [redacted] expectations with her scheduled repairWe value MsC [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure MsC [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received caused her any inconvenienceFor customer satisfactions reasons we offered a one year extension on the Master Protection Agreement on MsC [redacted] washer and dryer which she acceptedWe respectfully ask that this matter be closed, since we have repaired MsC [redacted] dryer and she has accepted the resolution offered Again, we apologize to MsC [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 17, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund We apologize for the delay in responding to this complaintWe forwarded this matter to the Sears Vendor to research further and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may email me directly at [redacted] We apologize again 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] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his Sears home Warranty We would first like to point out that [redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract We reached out to CCHS when we received Mr [redacted] complaint and were informed of the following; The warranty went into effect on 4/10/and the customer placed a claim on a receptacle/outlet on 4/11/April 14th he called in and was advised that a vendor had not yet been assigned to the claimHe was offered [redacted] , ( [redacted] is an option for the customer when our service providers are not able to service in a timely manner, the customer can go to their own selected service provider to have the service done and CCHS will reimburse the customer) or the authorization to use a local, licensed and insured service provider, and he refusedWe weren’t able to locate an in-network contractor to service the customer within an acceptable timeframe therefore offered a service provider that is outside our network with the understanding that CCHS would reimburse the customer directly for the repairsMr [redacted] declined this option and requested the cancellation of the Sears Home Warranty which was done and his refund went back on his [redacted] card ending in [redacted] Since we have addressed Mr [redacted] complaint and his SHW has been cancelled we have closed this case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 26, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – John P [redacted] Dear [redacted] We have completed the investigation of MrP [redacted] complaint regarding his recent online order experience and his request for a full refundAfter reviewing the complaint filed, we found that a full refund had been issued as of February 4, For MrP [redacted] records a refund of $was issued under return receipt number [redacted] for the 3-Quart Suace PanA refund of $was issued under return receipt number [redacted] for the 5-Quart Saute Pan and $under receipt number [redacted] for the steamerAccording to Sears Online, the gift cards that were issued have since been redeemedWe apologize for any inconvenience and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future MrP [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 MrP [redacted] concerns and respectfully ask to have this matter closed, since a refund 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, Eligia C [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Ivan [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with receiving a single twin box spring instead of needed to serve as a foundation for his king size bed It is unfortunate that we failed Mr [redacted] expectations when he recently visited our Sears StoreWe value his patronage and can understand his frustration with the events detailed in his complaintWe 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, Gilberto [redacted] Manager for Sears Store number 1027, informed us that his personnel verified an issue with the sears.com description and agreed to order a second box spring for Mr [redacted] at no cost Our records indicate that the item was expected to be ready for pick up on July 8, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and an equitable 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
July 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – J [redacted] J [redacted] Dear Ms [redacted] : We have completed the investigation of MsJ [redacted] complaint regarding her dissatisfaction that the [redacted] refrigerator failed too soon and her request for a refund We apologize that MsJ [redacted] refrigerator failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few weeks oldWe contacted MsJ [redacted] and she stated that the refrigerator is still not workingShe stated that the [redacted] technicians have made multiple attempts to repair the refrigerator, but it is not coolingMsJ [redacted] claims that the [redacted] technicians have informed her that the refrigerator is non repairableShe reported the issue to [redacted] g, and was told that she would receive a refund, but has not been assistedMsJ [redacted] requested that we pick up the refrigerator so that she can receive a refundWe denied MsJ [redacted] request to return the refrigerator and advised her that the day return period had expiredMsJ [redacted] stated that she called Sears within the day periodWe explained that she called regarding service and did not request a return or exchangeWhen she called, she was provided technical support over the phoneSince our tech support was unable to assist MsJ [redacted] she was advised to contact [redacted] for warranty serviceMsJ [redacted] did not request a return until May and the day return period expired Since the refrigerator is still within the manufacturer’s warranty, we suggested that MsJ [redacted] continue to contact [redacted] and request warranty serviceWe have also reached out to [redacted] g, on MsJ [redacted] behalf, regarding the multiple repair attempts on the refrigerator and her request for a refundWe advised MsJ [redacted] that [redacted] is the warrantor and will have the final decisionWith that being said, since we have addressed the issue brought forth in MsJ [redacted] complaint, we have closed our file We apologize to MsJ [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] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have received communications from several parties at SearsI have been made promises of resolution of the complaint and I am working with them to achieve the promised resolutionThis will involve my getting estimates to repair the damage and restitution from their insurance company all of which will require some time to resolve fullySincerely, Mike G**
October 7, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] John Charles [redacted] Jr. Dear Ms. [redacted] : We have completed the investigation of Mr. ***’ complaint regarding his dissatisfaction with the... multiple repair attempts on his refrigerator. Upon reviewing Mr. ***’ service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like Mr. ***’, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, our records reflect that Mr. ***’ refrigerator has been repaired and it appears to be working to specifications. As a conciliatory gesture, we have refunded the previous charge for service of $245.52 and it should reflect on his account within 10 business days. Additionally, $50.00 worth of points has been added to Mr. ***’ Shop Your Way Rewards account (member # [redacted] .) Since Mr. ***’ refrigerator has been repaired in accordance with the terms of his manufacturer’s warranty, we ask to have this matter 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, Tammie [redacted] Regulatory Complaint Specialist (***) [redacted] Tammie. [redacted] @searshc.com
[redacted] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions. [redacted] , Sears Garage Solutions, Support Specialist... provided the following response:I have been informed that the local Sears Garage Solutions franchisee has agreed to refund [redacted] $228.00. The local office has processed and will send a settlement agreement to [redacted] once it is signed and received the refund will be processed. If there are any additional questions or concerns that [redacted] needs addressed, I invite him to contact me at [redacted] Since we have been advised that [redacted] was satisfied with receiving the aforementioned refund of $228.00, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
August 28, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Traci [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the cosmetic damage upon the inatallation of her purchased appliance After reviewing Ms [redacted] complaint and our records, we contacted Ms [redacted] on August 25, and were informed that she returned the original refrigerator and purchased a new oneIt is our hope that Ms [redacted] purchased appliance will provide her with [redacted] term satisfactionSince we were able to determine that Ms [redacted] received a new refrigerator, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -512- [redacted] I [redacted] @searsch.com