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 [redacted] was a pleasure to work withAll of my concerns have been addressed Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Francis [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his [redacted] washer As clarification, the contract to service the washer it is not held by Sears Sears is one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted] With that said, our records show that when our service technician arrived for service on April 10, he replaced the PBC computer board and filter assembly [redacted] was informed of the delay in parts as is required with our contract with [redacted] If Mr [redacted] has any questions regarding his service coverage and what would constitute a replacement he will need to address this with [redacted] Since it is our understanding that the repairs completed on April 10, have repaired the washer we have closed our 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]
October 11, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: Nancy [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her washer repairUpon receiving Ms***’ complaint, we contacted our Sears Home Warranty (SHW) department for assistance Tiffany [redacted] with SHW responded on October 11, 2016, that she spoke with Ms [redacted] in regard to yesterday’s service callDuring the call, Ms [redacted] advised that she just purchased a new washer Ms [redacted] subsequently told Ms [redacted] that her original washer would have been authorized for replacement, so a check for $762.00, the authorized amount, is being mailed to her Ms [redacted] should receive the check in the next five to seven days Since it is our understanding that the aforementioned resolution meets with Ms***’ approval, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Gabriel [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding Sears Home Services and repairs to his window a/c Sears has authorized the replacement of Mr [redacted] 's window a/cAll Mr [redacted] needs to do is go to his local Sears and advise their sales associate that their window a/c has been approved to be replacedThe sales associate will process the exchange and schedule the delivery of the new unit, unless Mr [redacted] brings his old unit to the store and brings his new unit home with himAt this time, since we have authorized the replacement of Mr [redacted] 's window a/c, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] 2nd rebuttal regarding his refrigerator that he feels is refurbished We have received Mr [redacted] 2nd rebuttal, and again do not find that he has brought any new information to his complaint We have again reviewed Mr [redacted] receipt# [redacted] and found that the item number for his refrigerator is in fact a new item As stated before, there is a specific process for selling used items which are logged accordingly and signage put on the item when being sold in stores or online where the item would be tagged as used While we understand that he feels as though he received a refurbished unit, our records do not indicate this in any way Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we do apologize that he feels as though he received a refurbished refrigerator but this is simply not the case Based on this, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
July 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of MrP [redacted] complaint regarding his refrigerator repair It is regrettable that we failed MrP [redacted] ’ expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value MrP [redacted] ’ patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure MrP [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to MrP [redacted] for any inconvenience we may have caused him Upon receiving MrP [redacted] ’ complaint, we contacted the local service unit for assistance Stephanie G [redacted] with unit [redacted] responded that a refund request for $was submitted on July 10, 2017, which is what MrP [redacted] paid for the repair minus the $trip charge MrP [redacted] should receive a check in the next two weeks Additionally, our records show that a $gift card was processed on June 30, 2017, by the service unit With that said, since we have documented MrP [redacted] ’ concerns with the repair process and processed the aforementioned refund, we ask that this matter be closed Again, we apologize to MrP [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] they came out yes he took siding off and he push on a piece of plywood that was newif he had took the plywood off he would have found rotton woodbut there was other things complain about that was not look atrotton wood were termites were on board were window wasthat piece of wood should have been change outif so maybe I would not have termites today only in the same areamy rug that was torn when butting in front doorchanrge me for changing rooton wood on eve of my homebottom line the list that I sent nothing was nonenext move will be with my attorney this was a fight from the day of work done til now
January 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Ralph C [redacted] Dear [redacted] We have completed the investigation of MrC [redacted] complaint regarding his allegation that he was misled by the sales associate that the service agreement that he purchased along with his grill would cover rust issues We contacted MrC [redacted] and apologized if there was any misunderstanding regarding the warranty coverage when he purchased the protection agreement for his grill on June 26, There is no way to actually verify what may or may not have been said over years agoIt is a consumer’s responsibility to become familiar with the terms and conditions of any warranty coverageMrC [redacted] confirmed that he did not review the terms on the agreementAccording to our records, the service agreement was scheduled to expire on July 18, 2019; however, MrC [redacted] cancelled on October 10, and was issued a pro-rated refund of $87.08; per the cancellation terms of his agreementMrC [redacted] request for the remaining balance on the contract is denied We reviewed the service order and the technician noted that that the grill checked ok, except for the rust issuesSince rust is not covered, the technician did not order any parts for the grillMrC [redacted] stated that he contacted the store where he made the purchase of the grillWe discovered that, as a good-will gesture, the store associate ordered the parts at no charge for MrC [redacted] He received parts, but one part has been on back orderWe reached out to our parts research team and it was confirmed that the drip tray is on back order with no estimated ship date from the supplierWe advised MrC [redacted] that he would have to wait for the part from the supplier, and reminded him that Sears has no obligation to provide him the part since it is a non covered part due to the rustFor customer satisfaction, we offered MrC [redacted] a $discount towards the purchase of a new grill from SearsMrC [redacted] accepted the offer and provided a copy of the new purchase receiptOn January 2, we issued the $credit to his credit card ending in [redacted] With that being said, since we have addressed the issue brought forth in MrC [redacted] complaint, we have closed our file We apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Jill [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the service on her vacuum cleaner After reviewing the service history our cardepartment has moved forward with a replacement for Ms [redacted] She has been authorized with a replacement amount of $She has been provided with the necessary information to select a new vacuum cleanerAt this time, since it was our understanding that this resolution met with Ms [redacted] approval, we have closed our file 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, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa[redacted] @searshc.com
May 25, [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 rings First, we want to note that our jewelry is tested randomly to ensure accuracyAs such, we do not have any reason to believe the ring is other than what was advertisedMoreover, there are several methods used for testing the quality and some are not as reliable as othersWe do not know the method the jewelers used to test the ring, but it is possible the jewelers did not test it via a reliable methodWe also want to point out that 10KT gold is made up of several alloys, and one of those can be silverPerhaps this is what was detectedLastly, our return policy for jewelry is very clear; the consumer has days to return the item for a refund or exchange if dissatisfied and for fine jewelry, the tag must be attached Furthermore, if this was purchased while the store was undergoing liquidation, the receipts and store signage would have indicated that all sales were finalWe cannot comment any further until we are able to verify the item numbers involved, which would be noted on the receiptUnfortunately, if this was purchased at a Kmart location, we will not be able to find the receipt using the method of payment to search and we apologize for any misunderstanding on that accountIf MsKosk can provide a copy of her receipt, she will need to email it to the address noted belowOtherwise, we will not be able to assist further and we have closed our fileWe apologize to MsKosk 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]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept their settlement even though I disagree with their wording of the facts
August 29, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that we have completed our investigation in regards to the above-referenced fileWe also wish to take this opportunity to notify you that the issue has been settledWe appreciate the customer’s cooperation in resolving this matter At this time, I have completed my investigation and I am now closing my fileIf you have any additional questions or concerns, please contact me directly at [redacted] or via email at Amanda.R [redacted] On behalf of SHIP, please know that we value MsB [redacted] as a customer and appreciate her patronage Sincerely, Amanda R [redacted] SHIP/HI Regulatory Complaint Specialist cc: Linda B [redacted] via 1st Class US Postage
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator We apologize that Ms [redacted] refrigerator failed to meet her expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs 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 these practices many years ago It 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 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 Our research shows that there has been one service repair for Ms [redacted] refrigeratorOn June our service technician indicated the freezer door gasket needed replaced and this was done on that same date Ms [redacted] never contacted Sears to inform us that the repair did not fix the refrigerator issues she was havingWe would expect our customer’s to inform Sears when a repair does not fix an appliance and wia reasonable time or at least withe first days after a repair was completedThe next time Ms [redacted] contacted Sears was June 7, 2016, months after the repair in By our records it has been twelve (12) months since the last service call and we show Ms [redacted] is now outside her manufacture warranty by four (4) months To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate It would be unjust for Sears to provide free service to Ms [redacted] while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsSince we have explained why Ms [redacted] does not qualify for a replacement and she is past the return period we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Dealing with Laurie [redacted] was amazingShe listened and worked to get resolve my issueShe sent a service man to my house to fix the washerHe also was very pleasant and it took him minutes to replace the partSears should have more employees like Laurie and their service would be top notch
As of today 08/02/7:pm, I have only received gift card with balance of $43.02, I have not received a check of $yet.So Sears still owe $756.98, can someone please check how many more days will it take to receive a check?Thanks*** Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
(The consumer indicated he/she DID NOT accept the response from the business.) Ms***, I received your response to my complaint regarding my experience with your company Your proposed resolution does not address the full bill I received for $ I hired your company to complete the repair of my applianceI entered into the agreement in good faith and accepted your serviceTherefore the non-refundable trip charge should also be creditedThat is your policyThe diagnostic and repair failed to return the appliance to working order My family has been without a working refrigerator for over seven weeks nowWe do not have the funds to hire anyone else without a full refundI have given Sears over thirty interactions to do the right thingPlease understand, that those thirty interactions were the worst experiences I have yet had as a consumerI cannot imagine that my experience, and your company's complete failure, would not warrant a refund I am completely disheartened to even have to write this email to you Ms***My complaint outlined my experience with your companyI had expected to receive a complete and thorough resolution to this matter Please resolve this matter with a full refund and confirm our bill is settled I look forward to your response Thank you
December 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Cathy NB*** Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding the pricing of a recent store purchase It was our understanding that MsB [redacted] was contacted by one of the assistant managers from her local store and a $gift card was offered, which she acceptedAs such, we have closed our file We apologize to MsB [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] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Vishal [redacted] Dear Ms [redacted] : We have not completed our investigation of Mr [redacted] ’s issues with his service experience Our service unit reached out to Mr [redacted] to set service with a senior service technicianWe have been unable to speak to Mr [redacted] , his voice mail states he is out of the country and the only way to reach his is via text or email Mr [redacted] ’s voice message does not say when he will be back in the countryUnfortunately our service unit is unable to text our customersWe have emailed Mr [redacted] to contact us once he has returned to the country and we will be happy to assist him with the repairsIn the mean time we have closed this case pending Mr [redacted] ’s response 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Michael J [redacted] P [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding his recent service experience and his request for repair under his Master Protection Agreement It is unfortunate that we failed MrP [redacted] expectations and we can understand his frustration with the series of events noted in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the service history, a replacement was authorized for up to $to be used towards a new dishwasher at SearsAdditionally, basic installation is covered as well as the uninstallation of the old unit with haul away of the old unitFinally, our records show that the replacement was processed on January 29, In the interim, since a replacement has been provided, 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, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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 [redacted] was a pleasure to work withAll of my concerns have been addressed Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Francis [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his [redacted] washer As clarification, the contract to service the washer it is not held by Sears Sears is one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted] With that said, our records show that when our service technician arrived for service on April 10, he replaced the PBC computer board and filter assembly [redacted] was informed of the delay in parts as is required with our contract with [redacted] If Mr [redacted] has any questions regarding his service coverage and what would constitute a replacement he will need to address this with [redacted] Since it is our understanding that the repairs completed on April 10, have repaired the washer we have closed our 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]
October 11, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: Nancy [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her washer repairUpon receiving Ms***’ complaint, we contacted our Sears Home Warranty (SHW) department for assistance Tiffany [redacted] with SHW responded on October 11, 2016, that she spoke with Ms [redacted] in regard to yesterday’s service callDuring the call, Ms [redacted] advised that she just purchased a new washer Ms [redacted] subsequently told Ms [redacted] that her original washer would have been authorized for replacement, so a check for $762.00, the authorized amount, is being mailed to her Ms [redacted] should receive the check in the next five to seven days Since it is our understanding that the aforementioned resolution meets with Ms***’ approval, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Gabriel [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding Sears Home Services and repairs to his window a/c Sears has authorized the replacement of Mr [redacted] 's window a/cAll Mr [redacted] needs to do is go to his local Sears and advise their sales associate that their window a/c has been approved to be replacedThe sales associate will process the exchange and schedule the delivery of the new unit, unless Mr [redacted] brings his old unit to the store and brings his new unit home with himAt this time, since we have authorized the replacement of Mr [redacted] 's window a/c, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] 2nd rebuttal regarding his refrigerator that he feels is refurbished We have received Mr [redacted] 2nd rebuttal, and again do not find that he has brought any new information to his complaint We have again reviewed Mr [redacted] receipt# [redacted] and found that the item number for his refrigerator is in fact a new item As stated before, there is a specific process for selling used items which are logged accordingly and signage put on the item when being sold in stores or online where the item would be tagged as used While we understand that he feels as though he received a refurbished unit, our records do not indicate this in any way Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we do apologize that he feels as though he received a refurbished refrigerator but this is simply not the case Based on this, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
July 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of MrP [redacted] complaint regarding his refrigerator repair It is regrettable that we failed MrP [redacted] ’ expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value MrP [redacted] ’ patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure MrP [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to MrP [redacted] for any inconvenience we may have caused him Upon receiving MrP [redacted] ’ complaint, we contacted the local service unit for assistance Stephanie G [redacted] with unit [redacted] responded that a refund request for $was submitted on July 10, 2017, which is what MrP [redacted] paid for the repair minus the $trip charge MrP [redacted] should receive a check in the next two weeks Additionally, our records show that a $gift card was processed on June 30, 2017, by the service unit With that said, since we have documented MrP [redacted] ’ concerns with the repair process and processed the aforementioned refund, we ask that this matter be closed Again, we apologize to MrP [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] they came out yes he took siding off and he push on a piece of plywood that was newif he had took the plywood off he would have found rotton woodbut there was other things complain about that was not look atrotton wood were termites were on board were window wasthat piece of wood should have been change outif so maybe I would not have termites today only in the same areamy rug that was torn when butting in front doorchanrge me for changing rooton wood on eve of my homebottom line the list that I sent nothing was nonenext move will be with my attorney this was a fight from the day of work done til now
January 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Ralph C [redacted] Dear [redacted] We have completed the investigation of MrC [redacted] complaint regarding his allegation that he was misled by the sales associate that the service agreement that he purchased along with his grill would cover rust issues We contacted MrC [redacted] and apologized if there was any misunderstanding regarding the warranty coverage when he purchased the protection agreement for his grill on June 26, There is no way to actually verify what may or may not have been said over years agoIt is a consumer’s responsibility to become familiar with the terms and conditions of any warranty coverageMrC [redacted] confirmed that he did not review the terms on the agreementAccording to our records, the service agreement was scheduled to expire on July 18, 2019; however, MrC [redacted] cancelled on October 10, and was issued a pro-rated refund of $87.08; per the cancellation terms of his agreementMrC [redacted] request for the remaining balance on the contract is denied We reviewed the service order and the technician noted that that the grill checked ok, except for the rust issuesSince rust is not covered, the technician did not order any parts for the grillMrC [redacted] stated that he contacted the store where he made the purchase of the grillWe discovered that, as a good-will gesture, the store associate ordered the parts at no charge for MrC [redacted] He received parts, but one part has been on back orderWe reached out to our parts research team and it was confirmed that the drip tray is on back order with no estimated ship date from the supplierWe advised MrC [redacted] that he would have to wait for the part from the supplier, and reminded him that Sears has no obligation to provide him the part since it is a non covered part due to the rustFor customer satisfaction, we offered MrC [redacted] a $discount towards the purchase of a new grill from SearsMrC [redacted] accepted the offer and provided a copy of the new purchase receiptOn January 2, we issued the $credit to his credit card ending in [redacted] With that being said, since we have addressed the issue brought forth in MrC [redacted] complaint, we have closed our file We apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Jill [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the service on her vacuum cleaner After reviewing the service history our cardepartment has moved forward with a replacement for Ms [redacted] She has been authorized with a replacement amount of $She has been provided with the necessary information to select a new vacuum cleanerAt this time, since it was our understanding that this resolution met with Ms [redacted] approval, we have closed our file 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, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa[redacted] @searshc.com
May 25, [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 rings First, we want to note that our jewelry is tested randomly to ensure accuracyAs such, we do not have any reason to believe the ring is other than what was advertisedMoreover, there are several methods used for testing the quality and some are not as reliable as othersWe do not know the method the jewelers used to test the ring, but it is possible the jewelers did not test it via a reliable methodWe also want to point out that 10KT gold is made up of several alloys, and one of those can be silverPerhaps this is what was detectedLastly, our return policy for jewelry is very clear; the consumer has days to return the item for a refund or exchange if dissatisfied and for fine jewelry, the tag must be attached Furthermore, if this was purchased while the store was undergoing liquidation, the receipts and store signage would have indicated that all sales were finalWe cannot comment any further until we are able to verify the item numbers involved, which would be noted on the receiptUnfortunately, if this was purchased at a Kmart location, we will not be able to find the receipt using the method of payment to search and we apologize for any misunderstanding on that accountIf MsKosk can provide a copy of her receipt, she will need to email it to the address noted belowOtherwise, we will not be able to assist further and we have closed our fileWe apologize to MsKosk 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]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept their settlement even though I disagree with their wording of the facts
August 29, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that we have completed our investigation in regards to the above-referenced fileWe also wish to take this opportunity to notify you that the issue has been settledWe appreciate the customer’s cooperation in resolving this matter At this time, I have completed my investigation and I am now closing my fileIf you have any additional questions or concerns, please contact me directly at [redacted] or via email at Amanda.R [redacted] On behalf of SHIP, please know that we value MsB [redacted] as a customer and appreciate her patronage Sincerely, Amanda R [redacted] SHIP/HI Regulatory Complaint Specialist cc: Linda B [redacted] via 1st Class US Postage
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator We apologize that Ms [redacted] refrigerator failed to meet her expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs 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 these practices many years ago It 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 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 Our research shows that there has been one service repair for Ms [redacted] refrigeratorOn June our service technician indicated the freezer door gasket needed replaced and this was done on that same date Ms [redacted] never contacted Sears to inform us that the repair did not fix the refrigerator issues she was havingWe would expect our customer’s to inform Sears when a repair does not fix an appliance and wia reasonable time or at least withe first days after a repair was completedThe next time Ms [redacted] contacted Sears was June 7, 2016, months after the repair in By our records it has been twelve (12) months since the last service call and we show Ms [redacted] is now outside her manufacture warranty by four (4) months To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate It would be unjust for Sears to provide free service to Ms [redacted] while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsSince we have explained why Ms [redacted] does not qualify for a replacement and she is past the return period we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Dealing with Laurie [redacted] was amazingShe listened and worked to get resolve my issueShe sent a service man to my house to fix the washerHe also was very pleasant and it took him minutes to replace the partSears should have more employees like Laurie and their service would be top notch
As of today 08/02/7:pm, I have only received gift card with balance of $43.02, I have not received a check of $yet.So Sears still owe $756.98, can someone please check how many more days will it take to receive a check?Thanks*** Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
(The consumer indicated he/she DID NOT accept the response from the business.) Ms***, I received your response to my complaint regarding my experience with your company Your proposed resolution does not address the full bill I received for $ I hired your company to complete the repair of my applianceI entered into the agreement in good faith and accepted your serviceTherefore the non-refundable trip charge should also be creditedThat is your policyThe diagnostic and repair failed to return the appliance to working order My family has been without a working refrigerator for over seven weeks nowWe do not have the funds to hire anyone else without a full refundI have given Sears over thirty interactions to do the right thingPlease understand, that those thirty interactions were the worst experiences I have yet had as a consumerI cannot imagine that my experience, and your company's complete failure, would not warrant a refund I am completely disheartened to even have to write this email to you Ms***My complaint outlined my experience with your companyI had expected to receive a complete and thorough resolution to this matter Please resolve this matter with a full refund and confirm our bill is settled I look forward to your response Thank you
December 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Cathy NB*** Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding the pricing of a recent store purchase It was our understanding that MsB [redacted] was contacted by one of the assistant managers from her local store and a $gift card was offered, which she acceptedAs such, we have closed our file We apologize to MsB [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] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Vishal [redacted] Dear Ms [redacted] : We have not completed our investigation of Mr [redacted] ’s issues with his service experience Our service unit reached out to Mr [redacted] to set service with a senior service technicianWe have been unable to speak to Mr [redacted] , his voice mail states he is out of the country and the only way to reach his is via text or email Mr [redacted] ’s voice message does not say when he will be back in the countryUnfortunately our service unit is unable to text our customersWe have emailed Mr [redacted] to contact us once he has returned to the country and we will be happy to assist him with the repairsIn the mean time we have closed this case pending Mr [redacted] ’s response 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Michael J [redacted] P [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding his recent service experience and his request for repair under his Master Protection Agreement It is unfortunate that we failed MrP [redacted] expectations and we can understand his frustration with the series of events noted in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the service history, a replacement was authorized for up to $to be used towards a new dishwasher at SearsAdditionally, basic installation is covered as well as the uninstallation of the old unit with haul away of the old unitFinally, our records show that the replacement was processed on January 29, In the interim, since a replacement has been provided, 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, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation