Contact Name and Title: Dana [redacted] Contact Phone: 512- [redacted] September 17, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #- Robert [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's rebuttal to our previous response We can only reiterate that our minimum fee is not $Mr [redacted] is welcome to forward me the email he mentions that he says indicates that he was given wrong information and the minimum fee is $With that I could either review to see if there was just a poor choice of wording that confused him or if someone in our organization sent out incorrect informationIf Mr [redacted] would still like to have us repair his appliance, he is welcome to contact me via email or phone so that arrangements can be madeIn the interim, since we are willing to review whatever document Mr [redacted] was sent as we are 100% sure that our minimum trip/diagnostic fee is $and not $249.00, and also willing to make sure that this is the price he is charged if he declines our estimate, we have reclosed our file Again, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
September 27, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Terika A [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her request for a sale adjustment for her dryer purchase It is unfortunate that we failed Ms [redacted] ’ expectations when she recently purchased a washer and dryer from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Bela [redacted] , Manager for Sears store Number 1275, contacted Ms [redacted] on July 26, 2017, and at that time Ms [redacted] agreed to send additional information to Bela [redacted] via email If Ms [redacted] still needs assistance with this issue, she may contact Bela [redacted] at 770-493- At this time, we can only reiterate that we regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Ms [redacted] ’s comments and the appropriate parties have been engaged to provide her with a resolution We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
Complaint: [redacted] I am rejecting this response because:Although I will talk to this 3rd party, I have not placed any order to them I placed a P.OWith Sears Sears along bears responsibility Sears installers caused damages for US$ plus they overcharged more than US$ 400i have sent photos and proof of everything to this third party, but I reject the idea that Sears now is not responsible Sincerely, [redacted]
July 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Chakita [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay she encountered in receiving benefits under her Kmart Smart Plan on her TV We would clarify that the terms and conditions of the Smart Plan were outlined on the document Ms [redacted] would have been provided with when she bought the planThere are some instances that require a repair and might involve dropping it off or mailing it in, and others where a credit is provided once a cut cord is sent backIn Ms [redacted] case, the plan required a repairHowever, once we replaced the pcb board it was determined to need a new LED panelSince the cost of this exceeded the value of the item, it was then considered uneconomical to repairIt is our understanding that authorization was then given so that Ms [redacted] could receive a gift card or a credit voucher to purchase a new TVSince this should have resolved her issue, we have closed our file We apologize to Ms [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
Revdex.com: Having not been in construction at all, I paidfor an exteded warrenty AND the installtion from carrier and sons in North Canton, Ohiowhen I called the searsnumer, you told me I had 4? week stillnder warrentyI don't understand and I currently have health issues ( rain tumorsm cancer of the brain undergoing radiation therapy ang hemi-paralysis) thatstops me from payiong extra or walking downstairs for mor informationAlan [redacted] Cuyahoga Falls Ohio I am not a Sincerely, Alan [redacted] When I purchasedthe water heater after my mom passed away in 2008, I know I am not a construction guy and not ahomeowner I oought the extended warranty and hired a searscontractor, carrier and sons in north canton ohio, to install it poorly—connecting coop to pvc, allowing the heat to melt and start rustingWhen I called I while sago, I was told I was stillinwarrenty.I have severe health issues right now and I am paralyzed and—hopefully—finished radiation on a cancerous brain tumor What did I do wrong and how can it e fixed? I can move to the basement and the ills are piling up Carrier and sons did a poor jo, joining pvcwith copper pipe and allowing it to melt , making the water run and rustI don”t know how to dothis, which iis why I paid extra.Alan [redacted] CuyahogaFalls, Ohio [redacted]
Nita [redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Wendi K [redacted] #Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning systemDelores [redacted] , Sears Home Services Territory Operations Manager, provided the following response:I had the pleasure of speaking with Ms [redacted] and discussed her concerns with her over a few phone calls since her complaint was received in our officeWe value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms [redacted] that her concerns were forwarded to my office for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleIf I can be of any further assistance to MsBrisendine, she can reach me at [redacted] That said, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Claims SpecialistSears Holdings Corporation***[redacted] @searshc.com
October 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 2nd rebuttal regarding her dissatisfaction with the multiple repair attempts on her tractor We have received Ms [redacted] 2nd rebuttal and have already processed the $check on October 10, and are unable to process an additional protection agreementBecause we have addressed Ms [redacted] rebuttal, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service We value Ms [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 Ms [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 regarding service coverage caused her any inconvenienceWe respectfully ask that this matter be closed, since we have repaired Ms [redacted] refrigerator and noted her candid feedback Again, we apologize to MsBryan 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 26, [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 dissatisfaction with the delay in receiving her credit for the return of her online order Upon receipt of Ms [redacted] complaint we researched and, according to our records, the credit was issued on July 16, on store salescheck # [redacted] in the amount of $to her credit card ending in [redacted] Ms [redacted] can check with her banking institute if the credit has not posted to her accountWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 17, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the cancellation of her layaway and her subsequent request to have it reinstated and a refund for the cancellation fee.It is unfortunate that we failed Ms***’s expectations when she recently used Kmart’s layaway servicesWe value her patronage and can understand her frustration with the events detailed in her letter We can assure Ms [redacted] that her concerns have been forwarded to management for review so that we may improve our services It may be important to mention, since Ms [redacted] indicates that her layaway was cancelled due to a delinquent payment, Kmart allows a seven day “grace period” before a layaway account is cancelled for non-payment Additionally, layaway payment progression is an automatic process our store managers and associates are unable to defer or change in any way With that having been said we would be willing to issue a $gift card to Ms [redacted] as a good will gesture We attempted to reach her at the telephone number she provided to see if this offer would meet with her approval However, we were unable to reach her or leave a message If Ms [redacted] would like to accept our gift card offer, she may contact Regulatory Complaint Specialist [redacted] at [redacted] within fifteen business days from the date of this letter Until we have the opportunity to speak with Ms***, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed pending Ms [redacted] response, since we have documented her concerns and proposed an equitable resolutionWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] 1- [redacted] ***
October 4, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Brian W [redacted] Dear [redacted] We have completed the investigation of MrW [redacted] complaint regarding the recent purchase of a fridge.After reviewing Mr W [redacted] complaint and our records, we contacted our delivery department to investigate his complaintWe were able to determine that on September 12, MrW [redacted] spoke to a supervisor in the delivery department to report that the ice maker in his fridge was damagedSince it was the ice maker that had a crack, customer service offered MrW [redacted] a replacement for the damaged part or 70,points in SYWR pointsMrW [redacted] decided to accept the point and purchase the icemaker himselfBased off the fact that MrW [redacted] accepted the concession that was offered, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Complaint: [redacted] I am rejecting this response because: I am thoroughly confused by ** [redacted] It see [redacted] as though she has been all over the map with her positions For example, she initially stated I did not qualify for a replacement machine because I did not have service calls in months Despite this she now says I qualify for a replacement machine Also she asserted that I could get a refund of the MPA (extended warranty) price but did not talk about extending the extended warranty even though another Sears representative had made that offer to me and ** [redacted] apparently had access to that information Now she says she is willing to extend the extended warranty for year but says nothing about refunding the extended warranty price So is the offer extending the service warranty (all parts and all labor including the parts recently installed) for additional year plus reimbursement of the price I paid for the extended warranty or is the offer extend the extended warranty for year to April and no refund of the price paid for the extended warranty despite the poor product and service It is also unclear as to whether any extension of the extended warranty would apply to a replacement machine or if the current extended warranty transfers over to a replacement machine and ends in April as opposed to April An unresolved issue with respect to the replacement machine option is what happens if a replacement machine does not fit in the space and/or cannot be matched to the dryer? I have mentioned this issue before to Sears representatives and have not received a response We purchased the washing machine and dryer together as a matching setObviously I would not have purchased the dryer if it did not match the washer So if we choose a replacement and cannot get a replacement to fit and/or match the dryer then what? Full refund for the washer and dryer and free removal of both?Either way, the message from Sears see [redacted] to be that they will not stand by their products, parts and service for a reasonable amount of time given the facts and circu**tances of this claim which is very disheartening since we tried to support SearsFor example the front panel was totally replaced in less than months after the purchase and the main board and wiring was totally replaced in about years and months Is that reasonable for an "elite" (model Kenmore Elite) branded washing machine? Is it reasonable to believe that the parts installed in the machine or the parts in a replacement machine will last more than years based on the comments by Sears service techs that the "main boards get corrupted in these machines?" The last service which included the replacement of the main board cost $700+ and the machine itself cost about $1, How long should an "elite" labeled machine last before major components malfunction? months? years? years and months? Obviously the logical answer is well past years and months and ** [redacted] knows that but is not willing to warranty the new main board and wiring for more than another year and months At that point, the machine will be years out from the purchase date and obviously not close to what should be is true lifetime of quality, as opposed to substandard, service It see [redacted] logical that if the company does care about it products, parts and most of all customers than it would extend the extended warranty to April to provide some piece of mind for the consumer Even then the machine would be only years out from the date of purchase and again below the expected lifetime service range so there should be no issues unless Sears knows or has reason reason to know that the machine is defective, the parts installed are defective, the service is substandard, etcand so they would rather push the economic burden onto the consumer or their customer which is a sad commentary for an American company trying to compete in a customer service oriented world if they want to remain viable** [redacted] claimed that Kenmore was not part of a current class action lawsuit settlement Now she says that the machine (Kenmore) I have now is not part of the lawsuit, because it was purchased in 2014, apparently backing off from her position that Kenmore was not included in the current class action lawsuit at all even though the class action attorneys have advised customers and the court that Kenmore is included in the class action lawsuit settlement The real point was that Kenmore machines have had issues in the past with performance to the extent that several class actions were filed on behalf of consumers who had purchased Kenmore's front load washing machines as late as 2010.So I do not have enough information to make an educated decision I am confused with regard to Sears position based on the different positions taken by Sears via the emails I cannot speak to my wife about a decision with regard to this case until the proper information is provided Thus, the Revdex.com case is not closed from my perspective and cannot proceed to being closed until I get clarification from Sears on the issues noted in this email Sincerely, [redacted]
January 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Franco TR [redacted] Dear [redacted] We have completed the investigation of MrR [redacted] complaint regarding his dissatisfaction with the expected time frame for the completion of his repair request and his subsequent request for a replacement washer As Clarification, the Sears Master Protection Agreement MrR [redacted] purchased for his washer is a repair agreement, foremost, and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition Replacement is offered in instances where functional part failures have occurred on at least separate completed service orders within a month period It may also be important to mention that Sears Protection Agreements and manufacturer’s warranties do not promise that service will be completed within any specific period or time frame Regardless, we can certainly understand MrR [redacted] ’s frustration with the delay of his repair and would like to assure him that his concerns have been forwarded to management for review With this having been said, our technician completed MrR [redacted] ’s repair request on October 20, 2017, and confirmed that his washer was operating to the manufacturer’s specifications afterward MrR [redacted] is welcome to contact our Protection Agreement Benefits Administration at [redacted] with any questions he may have about his coverage or options that may be available to him while waiting for a repair Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MrR [redacted] purchased for his washer, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
July 19, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent shopping experience.... [redacted] District Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in his complaint we attempted to reach Mr. [redacted] to discuss his complaint. As a gesture of goodwill, we offered a discount of $70.00 and the current 12,000 btu item that was priced at $369.99. Mr. [redacted] returned our call accepting our offer. Mr. [redacted] indicated that he would be buying item [redacted] regularly priced at $369.99 for $299.99. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since it is our understanding that this resolution met with Mr. [redacted] approval, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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 meMr [redacted] has indeed e-mailed me requesting receipts for the window A/C units which my tenants have had to purchase and I am attempting to get those receipts together.It is my hope that, in the future, Sears will take better care of their clients equipment when they are serviced so that problems like this won't arise again 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, [redacted] ***
Complaint: [redacted] I am rejecting this response because:We request that credit be issued in form of points to be added to the rewards account please Sincerely, [redacted] ***
May 17, [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 purchase We have spoken with the supplier of the Jerseys in questionTheir merchandise is 100% authentic; therefore, we are unsure as to why [redacted] would have taken the actions Mr [redacted] noted We are willing to provide Mr [redacted] with a refund for the amount he paid for the jerseys as a courtesy, but we do not find his request to receive a refund for something he did not pay, their full retail value, to be reasonable and it will not be grantedShould Mr [redacted] wish to receive his refund, he will need to return his merchandise to the store firstHe may contact Store Manager [redacted] during business hours a [redacted] We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Contact Name and Title: Dana [redacted] Contact Phone: 512- [redacted] September 17, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #- Robert [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's rebuttal to our previous response We can only reiterate that our minimum fee is not $Mr [redacted] is welcome to forward me the email he mentions that he says indicates that he was given wrong information and the minimum fee is $With that I could either review to see if there was just a poor choice of wording that confused him or if someone in our organization sent out incorrect informationIf Mr [redacted] would still like to have us repair his appliance, he is welcome to contact me via email or phone so that arrangements can be madeIn the interim, since we are willing to review whatever document Mr [redacted] was sent as we are 100% sure that our minimum trip/diagnostic fee is $and not $249.00, and also willing to make sure that this is the price he is charged if he declines our estimate, we have reclosed our file Again, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
September 27, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Terika A [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her request for a sale adjustment for her dryer purchase It is unfortunate that we failed Ms [redacted] ’ expectations when she recently purchased a washer and dryer from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Bela [redacted] , Manager for Sears store Number 1275, contacted Ms [redacted] on July 26, 2017, and at that time Ms [redacted] agreed to send additional information to Bela [redacted] via email If Ms [redacted] still needs assistance with this issue, she may contact Bela [redacted] at 770-493- At this time, we can only reiterate that we regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Ms [redacted] ’s comments and the appropriate parties have been engaged to provide her with a resolution We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
Complaint: [redacted] I am rejecting this response because:Although I will talk to this 3rd party, I have not placed any order to them I placed a P.OWith Sears Sears along bears responsibility Sears installers caused damages for US$ plus they overcharged more than US$ 400i have sent photos and proof of everything to this third party, but I reject the idea that Sears now is not responsible Sincerely, [redacted]
July 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Chakita [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay she encountered in receiving benefits under her Kmart Smart Plan on her TV We would clarify that the terms and conditions of the Smart Plan were outlined on the document Ms [redacted] would have been provided with when she bought the planThere are some instances that require a repair and might involve dropping it off or mailing it in, and others where a credit is provided once a cut cord is sent backIn Ms [redacted] case, the plan required a repairHowever, once we replaced the pcb board it was determined to need a new LED panelSince the cost of this exceeded the value of the item, it was then considered uneconomical to repairIt is our understanding that authorization was then given so that Ms [redacted] could receive a gift card or a credit voucher to purchase a new TVSince this should have resolved her issue, we have closed our file We apologize to Ms [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
Revdex.com: Having not been in construction at all, I paidfor an exteded warrenty AND the installtion from carrier and sons in North Canton, Ohiowhen I called the searsnumer, you told me I had 4? week stillnder warrentyI don't understand and I currently have health issues ( rain tumorsm cancer of the brain undergoing radiation therapy ang hemi-paralysis) thatstops me from payiong extra or walking downstairs for mor informationAlan [redacted] Cuyahoga Falls Ohio I am not a Sincerely, Alan [redacted] When I purchasedthe water heater after my mom passed away in 2008, I know I am not a construction guy and not ahomeowner I oought the extended warranty and hired a searscontractor, carrier and sons in north canton ohio, to install it poorly—connecting coop to pvc, allowing the heat to melt and start rustingWhen I called I while sago, I was told I was stillinwarrenty.I have severe health issues right now and I am paralyzed and—hopefully—finished radiation on a cancerous brain tumor What did I do wrong and how can it e fixed? I can move to the basement and the ills are piling up Carrier and sons did a poor jo, joining pvcwith copper pipe and allowing it to melt , making the water run and rustI don”t know how to dothis, which iis why I paid extra.Alan [redacted] CuyahogaFalls, Ohio [redacted]
Nita [redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Wendi K [redacted] #Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning systemDelores [redacted] , Sears Home Services Territory Operations Manager, provided the following response:I had the pleasure of speaking with Ms [redacted] and discussed her concerns with her over a few phone calls since her complaint was received in our officeWe value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms [redacted] that her concerns were forwarded to my office for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleIf I can be of any further assistance to MsBrisendine, she can reach me at [redacted] That said, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Claims SpecialistSears Holdings Corporation***[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: Sincerely, Lula J***
October 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 2nd rebuttal regarding her dissatisfaction with the multiple repair attempts on her tractor We have received Ms [redacted] 2nd rebuttal and have already processed the $check on October 10, and are unable to process an additional protection agreementBecause we have addressed Ms [redacted] rebuttal, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service We value Ms [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 Ms [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 regarding service coverage caused her any inconvenienceWe respectfully ask that this matter be closed, since we have repaired Ms [redacted] refrigerator and noted her candid feedback Again, we apologize to MsBryan 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 26, [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 dissatisfaction with the delay in receiving her credit for the return of her online order Upon receipt of Ms [redacted] complaint we researched and, according to our records, the credit was issued on July 16, on store salescheck # [redacted] in the amount of $to her credit card ending in [redacted] Ms [redacted] can check with her banking institute if the credit has not posted to her accountWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 17, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the cancellation of her layaway and her subsequent request to have it reinstated and a refund for the cancellation fee.It is unfortunate that we failed Ms***’s expectations when she recently used Kmart’s layaway servicesWe value her patronage and can understand her frustration with the events detailed in her letter We can assure Ms [redacted] that her concerns have been forwarded to management for review so that we may improve our services It may be important to mention, since Ms [redacted] indicates that her layaway was cancelled due to a delinquent payment, Kmart allows a seven day “grace period” before a layaway account is cancelled for non-payment Additionally, layaway payment progression is an automatic process our store managers and associates are unable to defer or change in any way With that having been said we would be willing to issue a $gift card to Ms [redacted] as a good will gesture We attempted to reach her at the telephone number she provided to see if this offer would meet with her approval However, we were unable to reach her or leave a message If Ms [redacted] would like to accept our gift card offer, she may contact Regulatory Complaint Specialist [redacted] at [redacted] within fifteen business days from the date of this letter Until we have the opportunity to speak with Ms***, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed pending Ms [redacted] response, since we have documented her concerns and proposed an equitable resolutionWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] 1- [redacted] ***
October 4, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Brian W [redacted] Dear [redacted] We have completed the investigation of MrW [redacted] complaint regarding the recent purchase of a fridge.After reviewing Mr W [redacted] complaint and our records, we contacted our delivery department to investigate his complaintWe were able to determine that on September 12, MrW [redacted] spoke to a supervisor in the delivery department to report that the ice maker in his fridge was damagedSince it was the ice maker that had a crack, customer service offered MrW [redacted] a replacement for the damaged part or 70,points in SYWR pointsMrW [redacted] decided to accept the point and purchase the icemaker himselfBased off the fact that MrW [redacted] accepted the concession that was offered, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Complaint: [redacted] I am rejecting this response because: I am thoroughly confused by ** [redacted] It see [redacted] as though she has been all over the map with her positions For example, she initially stated I did not qualify for a replacement machine because I did not have service calls in months Despite this she now says I qualify for a replacement machine Also she asserted that I could get a refund of the MPA (extended warranty) price but did not talk about extending the extended warranty even though another Sears representative had made that offer to me and ** [redacted] apparently had access to that information Now she says she is willing to extend the extended warranty for year but says nothing about refunding the extended warranty price So is the offer extending the service warranty (all parts and all labor including the parts recently installed) for additional year plus reimbursement of the price I paid for the extended warranty or is the offer extend the extended warranty for year to April and no refund of the price paid for the extended warranty despite the poor product and service It is also unclear as to whether any extension of the extended warranty would apply to a replacement machine or if the current extended warranty transfers over to a replacement machine and ends in April as opposed to April An unresolved issue with respect to the replacement machine option is what happens if a replacement machine does not fit in the space and/or cannot be matched to the dryer? I have mentioned this issue before to Sears representatives and have not received a response We purchased the washing machine and dryer together as a matching setObviously I would not have purchased the dryer if it did not match the washer So if we choose a replacement and cannot get a replacement to fit and/or match the dryer then what? Full refund for the washer and dryer and free removal of both?Either way, the message from Sears see [redacted] to be that they will not stand by their products, parts and service for a reasonable amount of time given the facts and circu**tances of this claim which is very disheartening since we tried to support SearsFor example the front panel was totally replaced in less than months after the purchase and the main board and wiring was totally replaced in about years and months Is that reasonable for an "elite" (model Kenmore Elite) branded washing machine? Is it reasonable to believe that the parts installed in the machine or the parts in a replacement machine will last more than years based on the comments by Sears service techs that the "main boards get corrupted in these machines?" The last service which included the replacement of the main board cost $700+ and the machine itself cost about $1, How long should an "elite" labeled machine last before major components malfunction? months? years? years and months? Obviously the logical answer is well past years and months and ** [redacted] knows that but is not willing to warranty the new main board and wiring for more than another year and months At that point, the machine will be years out from the purchase date and obviously not close to what should be is true lifetime of quality, as opposed to substandard, service It see [redacted] logical that if the company does care about it products, parts and most of all customers than it would extend the extended warranty to April to provide some piece of mind for the consumer Even then the machine would be only years out from the date of purchase and again below the expected lifetime service range so there should be no issues unless Sears knows or has reason reason to know that the machine is defective, the parts installed are defective, the service is substandard, etcand so they would rather push the economic burden onto the consumer or their customer which is a sad commentary for an American company trying to compete in a customer service oriented world if they want to remain viable** [redacted] claimed that Kenmore was not part of a current class action lawsuit settlement Now she says that the machine (Kenmore) I have now is not part of the lawsuit, because it was purchased in 2014, apparently backing off from her position that Kenmore was not included in the current class action lawsuit at all even though the class action attorneys have advised customers and the court that Kenmore is included in the class action lawsuit settlement The real point was that Kenmore machines have had issues in the past with performance to the extent that several class actions were filed on behalf of consumers who had purchased Kenmore's front load washing machines as late as 2010.So I do not have enough information to make an educated decision I am confused with regard to Sears position based on the different positions taken by Sears via the emails I cannot speak to my wife about a decision with regard to this case until the proper information is provided Thus, the Revdex.com case is not closed from my perspective and cannot proceed to being closed until I get clarification from Sears on the issues noted in this email Sincerely, [redacted]
January 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Franco TR [redacted] Dear [redacted] We have completed the investigation of MrR [redacted] complaint regarding his dissatisfaction with the expected time frame for the completion of his repair request and his subsequent request for a replacement washer As Clarification, the Sears Master Protection Agreement MrR [redacted] purchased for his washer is a repair agreement, foremost, and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition Replacement is offered in instances where functional part failures have occurred on at least separate completed service orders within a month period It may also be important to mention that Sears Protection Agreements and manufacturer’s warranties do not promise that service will be completed within any specific period or time frame Regardless, we can certainly understand MrR [redacted] ’s frustration with the delay of his repair and would like to assure him that his concerns have been forwarded to management for review With this having been said, our technician completed MrR [redacted] ’s repair request on October 20, 2017, and confirmed that his washer was operating to the manufacturer’s specifications afterward MrR [redacted] is welcome to contact our Protection Agreement Benefits Administration at [redacted] with any questions he may have about his coverage or options that may be available to him while waiting for a repair Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MrR [redacted] purchased for his washer, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
July 19, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent shopping experience.... [redacted] District Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in his complaint we attempted to reach Mr. [redacted] to discuss his complaint. As a gesture of goodwill, we offered a discount of $70.00 and the current 12,000 btu item that was priced at $369.99. Mr. [redacted] returned our call accepting our offer. Mr. [redacted] indicated that he would be buying item [redacted] regularly priced at $369.99 for $299.99. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since it is our understanding that this resolution met with Mr. [redacted] approval, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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 meMr [redacted] has indeed e-mailed me requesting receipts for the window A/C units which my tenants have had to purchase and I am attempting to get those receipts together.It is my hope that, in the future, Sears will take better care of their clients equipment when they are serviced so that problems like this won't arise again Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: 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, [redacted] ***
Complaint: [redacted] I am rejecting this response because:We request that credit be issued in form of points to be added to the rewards account please Sincerely, [redacted] ***
May 17, [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 purchase We have spoken with the supplier of the Jerseys in questionTheir merchandise is 100% authentic; therefore, we are unsure as to why [redacted] would have taken the actions Mr [redacted] noted We are willing to provide Mr [redacted] with a refund for the amount he paid for the jerseys as a courtesy, but we do not find his request to receive a refund for something he did not pay, their full retail value, to be reasonable and it will not be grantedShould Mr [redacted] wish to receive his refund, he will need to return his merchandise to the store firstHe may contact Store Manager [redacted] during business hours a [redacted] We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]