March 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our response regarding the multiple service calls on his lawn mower and his request for a refund of the mower and his protection agreement As clarification, Mr [redacted] complaint was read thoroughly and we understand that he claims that the mower was serviced early after the first season; however, he is unable to provide any documentation or proof of the serviceSince Mr [redacted] mentioned in his rebuttal that the mower was still at the store, we reached out to Store Manager David S [redacted] to assist with Mr [redacted] rebuttalMrS [redacted] stated that he was aware of Mr [redacted] issue with the mower and that the carburetor problem is caused by using store gas in the mower and not using fuel stabilizerMrS [redacted] stated that he last spoke with Mr [redacted] in January and had offered to exchange the mower for Mr***However, Mr [redacted] requested to wait until the newer models came in for the season to make a selectionIf Mr [redacted] would like to complete the exchange, he can go by Sears store [redacted] and speak with Store Manager David S*We assure Mr [redacted] that Sears is not dropping the Craftsman product lineIt was sold so that we could expand and sell it at more marketsCraftsman products will still be sold and serviced by Sears As far as Mr [redacted] request that we extend his existing protection agreement at no charge is concerned, we did not find that this was warranted; particularly since the exchange was offered as a courtesy, and the new mower will be covered by the manufacturer’s warrantyWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 26, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Simon V. C [redacted] Dear [redacted] We have completed the investigation of Mr. C [redacted] complaint regarding his dissatisfaction with the... microwave he purchased in 2012. We apologize that Mr. C***’ microwave failed to meet his expectations. Mr. C [redacted] seems to believe that his microwave is defective somehow. However, there are no known related defects or recalls reported by the manufacturer on Mr. C [redacted] model. 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. Mr. C [redacted] purchased a contract, but was dissatisfied with what it provided since it seems he felt the terms were not clearly disclosed. We apologize for any misunderstanding. That said, since his full manufacturer’s warranty expired in 2013, all he would have at this time would have been the provisions of his Sears Home Warranty (SHW) contract. Mr. C [redacted] was obligated to pay an $80.00 deductible fee whether he proceeded with the repair or not, but this waived as a courtesy. It seems that he then requested that his warranty be canceled and that he receive a refund for that, which was provided; therefore, he would no longer have any coverage since his manufacturer’s warranty expired quite some time ago. Furthermore, our return policy period was 90 days at the time his purchase was made and that time period elapsed a long time ago; therefore, any repair or replacement costs would be his responsibility. In the past, it could be argued that purchasing extended coverage was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice 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. As we noted before, Mr. C [redacted] did purchase extended coverage, but he requested that it be canceled and his manufacturer’s warranty expired in 2013. Once again, according to the return policy listed on Mr. C [redacted] purchase receipt, he had ninety days to return or exchange the microwave if dissatisfied. If there had been some sort of defect, we feel it would have been manifest much sooner, but that was not the case. We want to note that the glass tray can shatter if the consumer makes an error when using the timer cook function and the unit cooks for an inordinate amount of time. For instance, leaving the unit on for 60 minutes rather than 6 minutes. Furthermore, there are many reasons why a microwave might flame up or combust. The main one would typically be failure to clean grease residue from the unit thoroughly. Ultimately, a microwave is a machine with moving and electrical parts and over time, things may fail. As we noted above, we will not be able to grant Mr. C [redacted] request for a refund. However, we are willing to provide him with a 25% discount off of the lowest sales price, should he wish to purchase a new microwave from Sears. This would be on top of any current sale prices, but not applicable to clearance, closeout, floor model, previously used or outlet merchandise. We strongly feel this is in all probability much more than any of our competitors would offer in this situation given the age of the product and the fact that the decision was made to cancel his extended service contract. Should Mr. C [redacted] decide to accept our offer, I may be reached during normal business hours via email at [redacted] . This offer is only valid for 45 days from the date of this letter; after that, it will be null and void. Otherwise, since we are unable to provide a refund due to the aforementioned reasons, but we have proposed an alternate resolution as a courtesy, we ask that this matter be closed. We apologize to Mr. C [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 [redacted]
August 25, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Julie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the problems she encountered with the scheduling and multiple repair attempts on her washer As clarification, the SSA is designed to provide a consumer with coverage for any current repairs up to a predetermined dollar amount of $per repair, and if the repair exceeded this amount, he or she would have three optionsFirst, a credit could be requested for up to $towards a comparable replacementSecond, the consumer could choose to proceed with the repair and be responsible for any charges over $If neither of the above options appeals to the consumer, then a full refund can be requested for the purchase price of the SSA We would like to note that this is the only agreement that we sell for products that are not in good working order and it presents a very real value to our consumersIt helps put a cap on most repairs since many times once one part is fixed, another part can be discovered to have also been affected by the previous failureInstead of paying for potentially lengthy and costly repairs, the consumer just pays the up-front charge, and then most repairs are coveredIn addition, they also receive a full year of coverage in the event that any other problems manifest themselves at a later date With that being said, we apologize to Ms [redacted] for any misunderstanding regarding the terms of the agreement at the time of purchaseAccording to our records, Ms [redacted] called us on July 20, and service was scheduled for July 21, Our technician ordered a control board and scheduled service for July 28, to install the partsWhen our technician returned on July 28, 2015, after he installed the board, the washer did not workHe contacted STAC (tech support) and after testing it was determined that there was a problem with the clutchThe technician provided Ms [redacted] an estimate for the repairSince the repair estimate was over the $limit for the SSA coverage, at this point Ms [redacted] had the option to stop the repair and receive $credit towards a replacement washer from Sears; or to pay the amount over the $Ms [redacted] paid the technician $and he ordered the part to continue with the repairWhen our technician returned on August 3, he found that the nut on the rotor was looseHe tightened the nut and determined that the clutch assembly was not needed for the repair, so he returned it to our service unit so that Ms [redacted] could receive credit for the partRegrettably, after he left the washer leaked when Ms [redacted] tried the first loadMs [redacted] called to have the technician return to repair the leak, but the technician was not able to return that same dayWhen Ms [redacted] spoke with tech support regarding the leak, they ordered a pump assembly and the clutch againWhen the technician arrived on August 6, 2015, he determined again that the clutch was not neededHe installed the pump assembly but the washer was still not workingHe contacted STAC and it was determined that the control board that was previously installed was not working and it had to be reorderedOur records indicate that when the technician returned on August 12, 2015, he installed the control board and the washer was operational With that being said, we contacted Ms [redacted] and we discussed her dissatisfaction with the serviceWe assured her that her feedback was appreciated and it was sent to our management team for reviewIt will give us the opportunity to remedy any problem that may exist and help to improve our service furtherOur records indicate that on August 10, Ms [redacted] was issued a $gift card for the service related inconvenienceAfter discussing the multiple service attempts, we offered Ms [redacted] an additional $gift card and she accepted the offerSince the washer has been repaired and the gift card is a resolution approved by Ms [redacted] we have closed our file Again, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[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 me. However due to the ill manner of this company calling themselves, Sears Home Warranty. we refuse to praise them. We cannot even say they were fair. They kept most of the monies we paid in to them, when they never even fixed anything they were sent to fix. And even they said they couldn't fix our air conditioner they didn't replace it because they said it was not covered. Even when they stated if they can/t fix it they will replace it. Please whatever, you do, check any company you deal with to make sure you do not get scammed. It will save you the grief we went through. I do not believe we were treated fairly by Sears Home Warranty. Lourdes R***
June 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and his request for a refund of the restocking fee It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe 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 notes in his order we show that Sears Online advised him to return to the store with his receipt to receive the refundHowever, he was out of town at the timeTherefore, we have issued a refund of $back to his [redacted] account ending in [redacted] For Mr [redacted] records the return sales receipt number is [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr [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
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, Maribel [redacted]
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Shawn R [redacted] # [redacted] Dear [redacted] We have completed our investigation of MrR [redacted] complaint regarding Sears Duct Cleaning It is regrettable that we failed MrR [redacted] expectations when he recently contacted Sears Duct Cleaning for serviceWe value MrR [redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to MrR [redacted] for any inconvenience we may have caused Upon receiving MrR [redacted] complaint, we contacted Yvonne S [redacted] with Sears Duct Cleaning for assistance MsS [redacted] responded that she has been working with MrR [redacted] prior to receiving this complaint MsS [redacted] advised that a re-cleaning has been provided and that MrR [redacted] is satisfied with the outcome Additionally, the damaged floor issue is being addressed MrR [redacted] has obtained a repair estimate and is providing it to the local office If MrR [redacted] needs further assistance, he can contact MsS [redacted] at ( [redacted] In the interim, we have closed our file Again, we apologize to MrR [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Revdex.com: After SEARS called, I went there and they issued a refund yesterday May But as of today the refund did not show up in my accountAnyways, 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]
Initial Business Response / [redacted] (1000, 8, 2015/06/02) */ June 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her customer experience upon delivery of her appliance It is unfortunate that we failed Ms [redacted] expectations when we were not able to complete the install of her purchased dryerWe value Ms [redacted] patronage and 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 After reviewing Ms [redacted] complaint and our records, we were able to determine that a credit in the amount of $was issued due to having the 1/" gas valve being returned to the store on [redacted] For any inconvenience this may have caused, we issued a $gc to Ms [redacted] We ask Ms [redacted] to allow 7-business days to arrive via USPSAt this time, since we were able to confirm that Ms [redacted] was credited the returned part and courtesy compensation was provided, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although the company response had the last name misspelled, the wrong name in one instance (obviously a form letter) and they did not know the difference between a gas line and a gas valve, we will accept the company offer for settlement to get this done and overHowever, as of today, the return of $has not taken placeIf they fail to live up to their promise I will re-open the complaint Final Business Response / [redacted] (4000, 20, 2015/07/17) */ July 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the rebuttal of Ms [redacted] 's to the response we previously sent After reviewing her response, we contacted customer service and were informed that the $gift was mailed out on June Furthermore, we also confirmed that the gift card was not returned nor cashed outAt this time, we canceled the original gift card a re-issued a new cardAt this time, we ask Ms [redacted] to allow 7-business days to arrive via USPSSine we re-issued the promised gift card, we respectfully request this case remain closed 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 [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 29, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.) I did accept a replacement mower but only after I was denied a refundI am still very displeased with Sears Customer Service and the Craftsman productMr [redacted] has been the only person that I have spoken with that was helpful in any wayI will never purchase anything from Sears again
Initial Business Response / [redacted] (1000, 6, 2015/09/09) */ September 9, [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 and non-receipt of a refund for her cooktop return and exchange It is unfortunate that we failed Ms[redacted] expectations when she recently requested purchased a cooktop from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have confirmed that three refunds were issued to Ms [redacted] : $on July 24, 2015, $on August 13, 2015, and $on August 21, Since Ms [redacted] no longer needs a cooktop or our services, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Ms[redacted] comments and the requested refunds have been provided 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have finally received the refund after way too many phone calls and HOURS wasted speaking to agentsI will never use Sears againg but I do hope management does investigate because there was a huge failure in the system that needs to be corrected
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, Joan [redacted]
June 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response Understandably, Ms [redacted] is disappointed with our decision, but it is based upon the technician’s findings and the terms of the manufacturer’s warranty First, the technician that examined Ms [redacted] lawn mower is an experienced technician who is more than qualified to diagnose her lawn mower During his examination of the lawn mower, he found that Ms [redacted] had over-filled the unit, which subsequently caused a problem with the spark plug and clogged the carburetor These conditions are a result of improper maintenance and/or use which is not covered under the warranty The warranty states that “Sears may deny you warranty coverage if your small off-road engine or a part has failed due to abuse, neglect, improper maintenance or unapproved modifications.” Due to the technician’s findings, it was determined that no accommodations should be granted to Ms [redacted] and that she would need to pay the diagnostic fee to retrieve her lawn mower With that said, we have documented Ms [redacted] additional comments, but find that no new information has been provided to warrant a change in our decision Therefore, we ask that this matter remain closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
March 6, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Tonya J [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her kmart.com order It is unfortunate that we failed Ms [redacted] expectations when she recently contacted us about an order her son placed on kmart.comWe value their patronage and can understand Ms [redacted] frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that management of our North Carolina Kmart store was contacted on February 13, 2017, and advised that the order was expected to be shipped They requested UPS shipping to her the same day, and UPS confirmed that the package was delivered to Ms [redacted] on February 21, At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] and her son may have experienced We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
October 28, Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # [redacted] – Larae A [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of MsMs [redacted] complaint regarding non-receipt of a refund for rings she placed on layaway at SearsMs [redacted] local Sears store has attempted to contact her by telephone, but has been unable to reach her Our store is prepared to re issue Ms [redacted] refund by check, but needs to speak with her to verify her mailing address Until we have an opportunity to discuss this matter with her, we are unable to proceed We ask that Ms [redacted] contact District Manager Michael [redacted] at ***) [redacted] within ten business days so that we may resolve this issue in a timely manner We have closed this complaint in the interim, pending Ms [redacted] responseWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist 1-800-762-Ext***
Initial Business Response / [redacted] (1000, 7, 2015/07/06) */ July 6, 2015 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] 's complaint... regarding his dissatisfaction with the problems he encountered when scheduling a repair on his tractor. It is unfortunate that we failed Mr. [redacted] 's expectations when he recently scheduled a tractor repair. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced when our technician did not show for the scheduled appointment and the appointment was then rescheduled without his knowledge. We 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. On June 19, 2015 we reached out to Mr. [redacted] and offered a sooner service date. Mr. [redacted] accepted the offer and service was scheduled for June 25, 2015. Our records indicate that the repair on the tractor was completed on June 25, 2015. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The technician arrived to repair my riding lawn tractor and I was very impressed by his knowledge, courtesy and professionalism. This technician was also very friendly which is a plus in my book. Yes I was happy that they came out for the repair on the 25h of June instead of having to wait until the 9th of July. So with that being said, I no longer wish for the matter pursued any further. I am grateful to all of your staff at the BBB in Chicago for their diligence and hard work helping me resolve the complaint. Keep up the good work and once again thanks again ever so much. Hope you all have a wonderful day!
July 31, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. P [redacted] complaint regarding a referral she says she received from... Sears for a company to clean her mother’s dryer duct. We are not familiar with any referral list that we would have for suggesting duct cleaning services for dryers; other than Sears Duct Cleaning which is a licensed business operated by owner/franchises in some areas. We do see where we had a technician out to Ms. S [redacted] ’s home in March and he or she noted that the venting was unsatisfactory; which is usually due to some sort of clog. We also see the Ms. S [redacted] has not only protection agreements on her appliances, but she has a systems warranty through a Sears Home Warranty contract that is underwritten by [redacted] . We do not know though whether the recommendation in question came from her Home Warranty under her systems warranty, or if she means the technician that serviced her dryer recommended a duct cleaning company. If a co-pay was paid for the service, then that would mean that [redacted] contracted a company that they use for that type of service in Ms. S [redacted] ’s area. [redacted] requires that a company be licensed for the services provided. If the service was part of the systems warranty, then we need Ms. P***to clarify what resolution she is seeking. Is she wanting a different provider to come out without another co-pay, or is she just wanting to pass on feedback regarding the provider that did come out? If Ms. P [redacted] could clarify this for us, we would be happy to reach out to [redacted] for more information if they are in fact involved in her complaint. Ms. P [redacted] can provide this information to me via email at [redacted] searshc.com or via phone at [redacted] In the interim, since we are willing to assist Ms. P [redacted] or Ms. S [redacted] , but we are not quite sure who recommended the service or what resolution they are seeking, we have closed our file pending more information. We apologize to Ms. P [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] Team Manager, Regulatory Complaints Direct Line: [redacted] searshc.com
March 4, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto center Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager for store# *** [redacted] spoke with Mr [redacted] and states that he agreed to receive a gift card in the amount of $ That being said, because an agreed upon resolution has been given, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
June 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her sears.com order It is unfortunate that we failed Mrs [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we confirmed that Mrs [redacted] was refunded for her first order and received an additional discount of $on her second order Our records show that the freezer was picked up by Mrs [redacted] or a party she appointed, on June 15, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mrs [redacted] comments and the 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, [redacted] Regulatory Complaint Specialist [redacted] ***
June 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her inability to receive a 20% discount on services to her refrigerator even though she presented a coupon for this amountWe have emailed Ms [redacted] in reference to her concerns but at this time have not received any responseAs we explained in our email, the reason no refund has been provided is because we do not show the charge for services ever posted to her accountThe payment was accepted by the technician but for some reason it fell out of our system without ever bridging to her accountSince we do not show she was charged for the service call at all, we are unable to issue a refundWe asked Ms [redacted] to call or email us with her full digit account numberWith that number we could search our database, and also check with our Data Control Center, to see if we could verify the chargeIf so, then we could issue a refund for the 20% discount If the charge never posted, then generally at some point a bill is generated; when we contacted our billing group they indicated a bill was already sent out as of May 17, However they said they would send out a new bill with the amount reduced by 20%If Ms [redacted] still remains confident that the prior payment in the home did post to her account, then she would need to contact me to provide the necessary paperwork to support this contentionIn the interim, since we have explained why a refund was never processed, and it is because we do not show she was ever charged, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
March 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our response regarding the multiple service calls on his lawn mower and his request for a refund of the mower and his protection agreement As clarification, Mr [redacted] complaint was read thoroughly and we understand that he claims that the mower was serviced early after the first season; however, he is unable to provide any documentation or proof of the serviceSince Mr [redacted] mentioned in his rebuttal that the mower was still at the store, we reached out to Store Manager David S [redacted] to assist with Mr [redacted] rebuttalMrS [redacted] stated that he was aware of Mr [redacted] issue with the mower and that the carburetor problem is caused by using store gas in the mower and not using fuel stabilizerMrS [redacted] stated that he last spoke with Mr [redacted] in January and had offered to exchange the mower for Mr***However, Mr [redacted] requested to wait until the newer models came in for the season to make a selectionIf Mr [redacted] would like to complete the exchange, he can go by Sears store [redacted] and speak with Store Manager David S
*We assure Mr [redacted] that Sears is not dropping the Craftsman product lineIt was sold so that we could expand and sell it at more marketsCraftsman products will still be sold and serviced by Sears As far as Mr [redacted] request that we extend his existing protection agreement at no charge is concerned, we did not find that this was warranted; particularly since the exchange was offered as a courtesy, and the new mower will be covered by the manufacturer’s warrantyWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 26, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Simon V. C [redacted] Dear [redacted] We have completed the investigation of Mr. C [redacted] complaint regarding his dissatisfaction with the... microwave he purchased in 2012. We apologize that Mr. C***’ microwave failed to meet his expectations. Mr. C [redacted] seems to believe that his microwave is defective somehow. However, there are no known related defects or recalls reported by the manufacturer on Mr. C [redacted] model. 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. Mr. C [redacted] purchased a contract, but was dissatisfied with what it provided since it seems he felt the terms were not clearly disclosed. We apologize for any misunderstanding. That said, since his full manufacturer’s warranty expired in 2013, all he would have at this time would have been the provisions of his Sears Home Warranty (SHW) contract. Mr. C [redacted] was obligated to pay an $80.00 deductible fee whether he proceeded with the repair or not, but this waived as a courtesy. It seems that he then requested that his warranty be canceled and that he receive a refund for that, which was provided; therefore, he would no longer have any coverage since his manufacturer’s warranty expired quite some time ago. Furthermore, our return policy period was 90 days at the time his purchase was made and that time period elapsed a long time ago; therefore, any repair or replacement costs would be his responsibility. In the past, it could be argued that purchasing extended coverage was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice 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. As we noted before, Mr. C [redacted] did purchase extended coverage, but he requested that it be canceled and his manufacturer’s warranty expired in 2013. Once again, according to the return policy listed on Mr. C [redacted] purchase receipt, he had ninety days to return or exchange the microwave if dissatisfied. If there had been some sort of defect, we feel it would have been manifest much sooner, but that was not the case. We want to note that the glass tray can shatter if the consumer makes an error when using the timer cook function and the unit cooks for an inordinate amount of time. For instance, leaving the unit on for 60 minutes rather than 6 minutes. Furthermore, there are many reasons why a microwave might flame up or combust. The main one would typically be failure to clean grease residue from the unit thoroughly. Ultimately, a microwave is a machine with moving and electrical parts and over time, things may fail. As we noted above, we will not be able to grant Mr. C [redacted] request for a refund. However, we are willing to provide him with a 25% discount off of the lowest sales price, should he wish to purchase a new microwave from Sears. This would be on top of any current sale prices, but not applicable to clearance, closeout, floor model, previously used or outlet merchandise. We strongly feel this is in all probability much more than any of our competitors would offer in this situation given the age of the product and the fact that the decision was made to cancel his extended service contract. Should Mr. C [redacted] decide to accept our offer, I may be reached during normal business hours via email at [redacted] . This offer is only valid for 45 days from the date of this letter; after that, it will be null and void. Otherwise, since we are unable to provide a refund due to the aforementioned reasons, but we have proposed an alternate resolution as a courtesy, we ask that this matter be closed. We apologize to Mr. C [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 [redacted]
August 25, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Julie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the problems she encountered with the scheduling and multiple repair attempts on her washer As clarification, the SSA is designed to provide a consumer with coverage for any current repairs up to a predetermined dollar amount of $per repair, and if the repair exceeded this amount, he or she would have three optionsFirst, a credit could be requested for up to $towards a comparable replacementSecond, the consumer could choose to proceed with the repair and be responsible for any charges over $If neither of the above options appeals to the consumer, then a full refund can be requested for the purchase price of the SSA We would like to note that this is the only agreement that we sell for products that are not in good working order and it presents a very real value to our consumersIt helps put a cap on most repairs since many times once one part is fixed, another part can be discovered to have also been affected by the previous failureInstead of paying for potentially lengthy and costly repairs, the consumer just pays the up-front charge, and then most repairs are coveredIn addition, they also receive a full year of coverage in the event that any other problems manifest themselves at a later date With that being said, we apologize to Ms [redacted] for any misunderstanding regarding the terms of the agreement at the time of purchaseAccording to our records, Ms [redacted] called us on July 20, and service was scheduled for July 21, Our technician ordered a control board and scheduled service for July 28, to install the partsWhen our technician returned on July 28, 2015, after he installed the board, the washer did not workHe contacted STAC (tech support) and after testing it was determined that there was a problem with the clutchThe technician provided Ms [redacted] an estimate for the repairSince the repair estimate was over the $limit for the SSA coverage, at this point Ms [redacted] had the option to stop the repair and receive $credit towards a replacement washer from Sears; or to pay the amount over the $Ms [redacted] paid the technician $and he ordered the part to continue with the repairWhen our technician returned on August 3, he found that the nut on the rotor was looseHe tightened the nut and determined that the clutch assembly was not needed for the repair, so he returned it to our service unit so that Ms [redacted] could receive credit for the partRegrettably, after he left the washer leaked when Ms [redacted] tried the first loadMs [redacted] called to have the technician return to repair the leak, but the technician was not able to return that same dayWhen Ms [redacted] spoke with tech support regarding the leak, they ordered a pump assembly and the clutch againWhen the technician arrived on August 6, 2015, he determined again that the clutch was not neededHe installed the pump assembly but the washer was still not workingHe contacted STAC and it was determined that the control board that was previously installed was not working and it had to be reorderedOur records indicate that when the technician returned on August 12, 2015, he installed the control board and the washer was operational With that being said, we contacted Ms [redacted] and we discussed her dissatisfaction with the serviceWe assured her that her feedback was appreciated and it was sent to our management team for reviewIt will give us the opportunity to remedy any problem that may exist and help to improve our service furtherOur records indicate that on August 10, Ms [redacted] was issued a $gift card for the service related inconvenienceAfter discussing the multiple service attempts, we offered Ms [redacted] an additional $gift card and she accepted the offerSince the washer has been repaired and the gift card is a resolution approved by Ms [redacted] we have closed our file Again, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[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 me. However due to the ill manner of this company calling themselves, Sears Home Warranty. we refuse to praise them. We cannot even say they were fair. They kept most of the monies we paid in to them, when they never even fixed anything they were sent to fix. And even they said they couldn't fix our air conditioner they didn't replace it because they said it was not covered. Even when they stated if they can/t fix it they will replace it. Please whatever, you do, check any company you deal with to make sure you do not get scammed. It will save you the grief we went through. I do not believe we were treated fairly by Sears Home Warranty. Lourdes R***
June 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and his request for a refund of the restocking fee It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe 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 notes in his order we show that Sears Online advised him to return to the store with his receipt to receive the refundHowever, he was out of town at the timeTherefore, we have issued a refund of $back to his [redacted] account ending in [redacted] For Mr [redacted] records the return sales receipt number is [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr [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
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, Maribel [redacted]
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Shawn R [redacted] # [redacted] Dear [redacted] We have completed our investigation of MrR [redacted] complaint regarding Sears Duct Cleaning It is regrettable that we failed MrR [redacted] expectations when he recently contacted Sears Duct Cleaning for serviceWe value MrR [redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to MrR [redacted] for any inconvenience we may have caused Upon receiving MrR [redacted] complaint, we contacted Yvonne S [redacted] with Sears Duct Cleaning for assistance MsS [redacted] responded that she has been working with MrR [redacted] prior to receiving this complaint MsS [redacted] advised that a re-cleaning has been provided and that MrR [redacted] is satisfied with the outcome Additionally, the damaged floor issue is being addressed MrR [redacted] has obtained a repair estimate and is providing it to the local office If MrR [redacted] needs further assistance, he can contact MsS [redacted] at ( [redacted] In the interim, we have closed our file Again, we apologize to MrR [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Revdex.com: After SEARS called, I went there and they issued a refund yesterday May But as of today the refund did not show up in my accountAnyways, 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]
Initial Business Response / [redacted] (1000, 8, 2015/06/02) */ June 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her customer experience upon delivery of her appliance It is unfortunate that we failed Ms [redacted] expectations when we were not able to complete the install of her purchased dryerWe value Ms [redacted] patronage and 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 After reviewing Ms [redacted] complaint and our records, we were able to determine that a credit in the amount of $was issued due to having the 1/" gas valve being returned to the store on [redacted] For any inconvenience this may have caused, we issued a $gc to Ms [redacted] We ask Ms [redacted] to allow 7-business days to arrive via USPSAt this time, since we were able to confirm that Ms [redacted] was credited the returned part and courtesy compensation was provided, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although the company response had the last name misspelled, the wrong name in one instance (obviously a form letter) and they did not know the difference between a gas line and a gas valve, we will accept the company offer for settlement to get this done and overHowever, as of today, the return of $has not taken placeIf they fail to live up to their promise I will re-open the complaint Final Business Response / [redacted] (4000, 20, 2015/07/17) */ July 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the rebuttal of Ms [redacted] 's to the response we previously sent After reviewing her response, we contacted customer service and were informed that the $gift was mailed out on June Furthermore, we also confirmed that the gift card was not returned nor cashed outAt this time, we canceled the original gift card a re-issued a new cardAt this time, we ask Ms [redacted] to allow 7-business days to arrive via USPSSine we re-issued the promised gift card, we respectfully request this case remain closed 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 [redacted] @searshc.com Final Consumer Response / [redacted] (2000, 29, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.) I did accept a replacement mower but only after I was denied a refundI am still very displeased with Sears Customer Service and the Craftsman productMr [redacted] has been the only person that I have spoken with that was helpful in any wayI will never purchase anything from Sears again
Initial Business Response / [redacted] (1000, 6, 2015/09/09) */ September 9, [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 and non-receipt of a refund for her cooktop return and exchange It is unfortunate that we failed Ms[redacted] expectations when she recently requested purchased a cooktop from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have confirmed that three refunds were issued to Ms [redacted] : $on July 24, 2015, $on August 13, 2015, and $on August 21, Since Ms [redacted] no longer needs a cooktop or our services, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Ms[redacted] comments and the requested refunds have been provided 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have finally received the refund after way too many phone calls and HOURS wasted speaking to agentsI will never use Sears againg but I do hope management does investigate because there was a huge failure in the system that needs to be corrected
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, Joan [redacted]
June 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response Understandably, Ms [redacted] is disappointed with our decision, but it is based upon the technician’s findings and the terms of the manufacturer’s warranty First, the technician that examined Ms [redacted] lawn mower is an experienced technician who is more than qualified to diagnose her lawn mower During his examination of the lawn mower, he found that Ms [redacted] had over-filled the unit, which subsequently caused a problem with the spark plug and clogged the carburetor These conditions are a result of improper maintenance and/or use which is not covered under the warranty The warranty states that “Sears may deny you warranty coverage if your small off-road engine or a part has failed due to abuse, neglect, improper maintenance or unapproved modifications.” Due to the technician’s findings, it was determined that no accommodations should be granted to Ms [redacted] and that she would need to pay the diagnostic fee to retrieve her lawn mower With that said, we have documented Ms [redacted] additional comments, but find that no new information has been provided to warrant a change in our decision Therefore, we ask that this matter remain closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
March 6, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Tonya J [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her kmart.com order It is unfortunate that we failed Ms [redacted] expectations when she recently contacted us about an order her son placed on kmart.comWe value their patronage and can understand Ms [redacted] frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that management of our North Carolina Kmart store was contacted on February 13, 2017, and advised that the order was expected to be shipped They requested UPS shipping to her the same day, and UPS confirmed that the package was delivered to Ms [redacted] on February 21, At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] and her son may have experienced We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
October 28, Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # [redacted] – Larae A [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of MsMs [redacted] complaint regarding non-receipt of a refund for rings she placed on layaway at SearsMs [redacted] local Sears store has attempted to contact her by telephone, but has been unable to reach her Our store is prepared to re issue Ms [redacted] refund by check, but needs to speak with her to verify her mailing address Until we have an opportunity to discuss this matter with her, we are unable to proceed We ask that Ms [redacted] contact District Manager Michael [redacted] at ***) [redacted] within ten business days so that we may resolve this issue in a timely manner We have closed this complaint in the interim, pending Ms [redacted] responseWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist 1-800-762-Ext***
Initial Business Response / [redacted] (1000, 7, 2015/07/06) */ July 6, 2015 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] 's complaint... regarding his dissatisfaction with the problems he encountered when scheduling a repair on his tractor. It is unfortunate that we failed Mr. [redacted] 's expectations when he recently scheduled a tractor repair. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced when our technician did not show for the scheduled appointment and the appointment was then rescheduled without his knowledge. We 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. On June 19, 2015 we reached out to Mr. [redacted] and offered a sooner service date. Mr. [redacted] accepted the offer and service was scheduled for June 25, 2015. Our records indicate that the repair on the tractor was completed on June 25, 2015. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The technician arrived to repair my riding lawn tractor and I was very impressed by his knowledge, courtesy and professionalism. This technician was also very friendly which is a plus in my book. Yes I was happy that they came out for the repair on the 25h of June instead of having to wait until the 9th of July. So with that being said, I no longer wish for the matter pursued any further. I am grateful to all of your staff at the BBB in Chicago for their diligence and hard work helping me resolve the complaint. Keep up the good work and once again thanks again ever so much. Hope you all have a wonderful day!
July 31, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. P [redacted] complaint regarding a referral she says she received from... Sears for a company to clean her mother’s dryer duct. We are not familiar with any referral list that we would have for suggesting duct cleaning services for dryers; other than Sears Duct Cleaning which is a licensed business operated by owner/franchises in some areas. We do see where we had a technician out to Ms. S [redacted] ’s home in March and he or she noted that the venting was unsatisfactory; which is usually due to some sort of clog. We also see the Ms. S [redacted] has not only protection agreements on her appliances, but she has a systems warranty through a Sears Home Warranty contract that is underwritten by [redacted] . We do not know though whether the recommendation in question came from her Home Warranty under her systems warranty, or if she means the technician that serviced her dryer recommended a duct cleaning company. If a co-pay was paid for the service, then that would mean that [redacted] contracted a company that they use for that type of service in Ms. S [redacted] ’s area. [redacted] requires that a company be licensed for the services provided. If the service was part of the systems warranty, then we need Ms. P***to clarify what resolution she is seeking. Is she wanting a different provider to come out without another co-pay, or is she just wanting to pass on feedback regarding the provider that did come out? If Ms. P [redacted] could clarify this for us, we would be happy to reach out to [redacted] for more information if they are in fact involved in her complaint. Ms. P [redacted] can provide this information to me via email at [redacted] searshc.com or via phone at [redacted] In the interim, since we are willing to assist Ms. P [redacted] or Ms. S [redacted] , but we are not quite sure who recommended the service or what resolution they are seeking, we have closed our file pending more information. We apologize to Ms. P [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] Team Manager, Regulatory Complaints Direct Line: [redacted] searshc.com
March 4, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto center Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager for store# *** [redacted] spoke with Mr [redacted] and states that he agreed to receive a gift card in the amount of $ That being said, because an agreed upon resolution has been given, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
June 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her sears.com order It is unfortunate that we failed Mrs [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we confirmed that Mrs [redacted] was refunded for her first order and received an additional discount of $on her second order Our records show that the freezer was picked up by Mrs [redacted] or a party she appointed, on June 15, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mrs [redacted] comments and the 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, [redacted] Regulatory Complaint Specialist [redacted] ***
June 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her inability to receive a 20% discount on services to her refrigerator even though she presented a coupon for this amountWe have emailed Ms [redacted] in reference to her concerns but at this time have not received any responseAs we explained in our email, the reason no refund has been provided is because we do not show the charge for services ever posted to her accountThe payment was accepted by the technician but for some reason it fell out of our system without ever bridging to her accountSince we do not show she was charged for the service call at all, we are unable to issue a refundWe asked Ms [redacted] to call or email us with her full digit account numberWith that number we could search our database, and also check with our Data Control Center, to see if we could verify the chargeIf so, then we could issue a refund for the 20% discount If the charge never posted, then generally at some point a bill is generated; when we contacted our billing group they indicated a bill was already sent out as of May 17, However they said they would send out a new bill with the amount reduced by 20%If Ms [redacted] still remains confident that the prior payment in the home did post to her account, then she would need to contact me to provide the necessary paperwork to support this contentionIn the interim, since we have explained why a refund was never processed, and it is because we do not show she was ever charged, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]