May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding a replacement under his Master Protection Agreement for his cooktop On receipt of Mr [redacted] complaint we found that he had cancelled his MPA and has received a refund per the cancelation terms and conditions of his MPAMr [redacted] refund of $went back onto his Sears card ending in [redacted] Since Mr [redacted] has cancelled his MPA and our records confirm the refund was received we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding some patio furniture she ordered last summer Although the set that Ms [redacted] has is no longer in production, we were able to get the manufacturer to agree to make her a replacement chair, which will be shipped to her as soon as possibleWhen we receive shipping data, we will notify Ms [redacted] via emailIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe 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 Complaint Specialist Sears Holdings Corporation [redacted]
September 14, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – Jake [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] ’s complaint regarding his dissatisfaction with the quality of... the laundry center he purchased at our outlet store and his request to return for a refund. Upon receipt of Mr. [redacted] ’s complaint we reached out to Liam [redacted] , Store Manager for Outlet Store ***, to assist with Mr. [redacted] ’s concerns. Mr. [redacted] stated that he had already been in contact with Mr. [redacted] regarding the return. Mr. [redacted] confirmed that he has compensated Mr. [redacted] to a 100% refund and that he was satisfied with the resolution. With that being said, since we have provided Mr. [redacted] with his desired resolution, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda. [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr [redacted] complaint regarding service on his tractor We apologize for the delay in responding to this complaintWe are currently waiting the service report for Ms [redacted] tractorOnce we have received the service report we will provide a full report of Mr [redacted] complaint and any offered concessions or resolutions if warranted We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 31, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] - Alexis W [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding the charges related to her recent service appointment As clarification, when a customer calls Sears for service, the customer service representatives advise the caller, in advance, as to what the minimum charge would be if there is no warranty coverage, for the technician to come to their homeAdditionally, the customer is advised that once a diagnosis is complete, the technician will estimate the total cost of repair, which incorporates the minimum charge, and additional parts and labor If the customer decides not to have the repair completed, they will have to pay the only the minimum chargeWe would like to point out that we do not charge by an hourly rate The charges for our services are based on job codes and not hourly rates, which is common in the repair industry These job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer’s home, and other incidentals For consistency sake, all of our consumers are charged the same rate for comparable jobs If we were to make an exception to this policy every time a consumer does not agree with our pricing, it would have far-reaching legal ramifications We would have customers dictating to us what they felt were acceptable charges after we had already completed their repairOur technician did point out what was wrong with the unit, made and adjustment and provided them with the cleaner to use on the unitThe at hand also seems to be that our technician should have given Ms [redacted] an estimate before anything was done, giving her the change to decline or accept the additional charge beyond the diagnosis feeWe apologize and want Ms [redacted] to know that we are addressing that locallyIn this case, in the interest of consumer satisfaction, we have issued refunds for all but the $diagnosis fee, which is non-refundableAs such, we find that Ms [redacted] is responsible for the charges that she agreed to pay and we are unable to honor her request to receive a full refund We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, Tammie [redacted] Regulatory Complaint Specialist (***) ***-7993Tammie[redacted] @searshc.comTell us why here
August 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Lauren [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding delay in receiving her purchased treadmill We would first like to apologize that many factors resulted in Ms***'s delay in completing her delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Ms***'s concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come After reviewing Ms***'s complaint and our records, we were able to determine that a mail bank check in the amount of $was issued on August 6, We ask Ms [redacted] to allow 7-business days to arriveWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service Sears has built their reputation but understand if this is not possibleSince we were able to confirm that Ms [redacted] has been credited accordingly, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Claims Specialist Sears Holdings Corporation Direct 512- [redacted] I [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 Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his range For customer satisfaction reasons only we have processed an exchange for Mr [redacted] with delivery scheduled for November 2, It is important to note that whether Mr [redacted] believes it is necessary or not to have a dedicated properly grounded non GFI outlet or not the fact remains the manufactures installation instructions state that the range must be on such a lineIf he chooses to ignore these instructions as is his right as a consumer then he will violate his manufactures warrantyThese instructions are for the safety of our customers and Sears will not violate themIf we find that a Sears’s employee has purposely ignored these installation instructions then we will address internally with managementIt is also important that Mr [redacted] understands that when the range is delivered if there is not an outlet set up as instructed per the owner’s manual our delivery team will not complete the installation until the matter has been rectifiedThat being said since we have exchanged the range as Mr [redacted] has requested we have closed this case We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 9, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Michelle L [redacted] Dear Ms [redacted] : We have completed the investigation of MsCloud’s complaint regarding the failed service on her refrigerator and her inability to receive a refund for a part that was uninstalled and returned to SearsIn reviewing our records it appears that while our technician did in fact collect a CWO form in order for a refund to be issued, he did not actually fill out the monetary portion of the applicable service order so that the refund was documented properlyThis unfortunately meant that the form was never processed and a refund was never issuedIt looks like our customer support team was attempting to assist and left a message a few weeks ago for MsCloud to call them with her card number so that they could process a refund for $We are unsure how they arrived at that amount considering the first service call was $and the second was $194.02, but it does not appear that they ever received the card number so it is probable that no refund was ever issuedAt this point we are willing to refund MsCloud in full $back to her Visa account ending in 6234, but we will need the first digits of that digit card numberThat way we can search our database to verify if any refunds were provided, and then issue a refund that totals $MsCloud can email me at [email protected] or call me at 512-248-7740; I would note that I do not need the expiration date or security code on the card as these are not needed to research or to issue a refundIn the interim, since we are willing to ensure MsCloud receives a full refund and we just need her to contact us so that we can proceed with this resolution, we have closed our case pending her responseWe apologize to MsCloud and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana ShouldersTeam Manager, Regulatory ComplaintsDirect Line: 512-248-7740Email: [email protected]
Complaint [redacted] I am rejecting this response because:It does nothing to address the issueTheir system is flawed and all they did was put the fine print in capital lettersAs a consumer it is aggravating that a corporation can print their own "get out of jail free card" whenever they wantPoor customer service and a joke of an apology Sincerely, Danielle [redacted]
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Albert R [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’ complaint regarding his recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr***’ order was placed with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr***’ case, the order was fulfilled by Ami Ventures Inclocated at Canyon C***ing DrRichmond TX 77406, Email: [email protected] and telephone number (281) 410-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr***’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in his order, we found that Sears Online contacted the seller on Mr***’s behalf to request a return and refundAccordingly, a full refund of $was credited back to Mr***’ Sears MasterCard account ending in For Mr***’ records the return receipt number is The credit should post within to business daysIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Josh [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] 's complaint regarding his misplaced vacuum cleaner Upon receipt of Mr [redacted] 's complaint our research found that unfortunately due to an associate error the repair invoice was not correctly entered into our system therefore leading to the vacuum cleaner being lostWe regret that this incident occurred, but we can assure Mr [redacted] that this issue has been forwarded to management for review so future problems of this nature can be averted That being said our repair unit moved forward with a replacement for Mr [redacted] Mr [redacted] has been provided with this information and has been provided with my direct contact information if he needs further assistanceSince we have replaced Mr [redacted] lost vacuum cleaner and this resolution was accepted by him we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa [redacted] @searshc.com
Tell us why here...August 25, 2016 RevDex.com Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 Our File No: [redacted] BBB Case #: [redacted] / Juan [redacted] Via: [redacted] @chicago.bbb.org Dear Ms. [redacted] Thank you for contacting Sears Home Improvement... Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. In response to Mr. [redacted] complaint about the island not being functional, I must disagree with his statement. The island is functional. The island was in the home before our installation and the changes we made were at Mr. [redacted] request. Mr. [redacted] requested we cut the height of the cabinet, and make the countertop wider so stools could be placed under the countertop. Unfortunately the drawers will not pull out all the way because the countertop is larger than the original countertop, per Mr. [redacted] request. Mr. [redacted] wants compensation for the whole island, which as I said before, is functional. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne. [redacted] @searshomepro.com. Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist
November 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her lease Store Manager [redacted] provided the following response: We have arranged for the range hood to be picked and a new lease was setup for the correct item Ms [redacted] wantedShould she have any other questions or concerns, I ( [redacted] may be reached during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 concernsSincerely, [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, [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service for her Kenmore refrigerator We would like to note that we received Ms [redacted] complaint via the [redacted] office as well which addressed several other issues than the complaint listed with the Revdex.com, all having to do with services for her Kenmore refrigerator We originally received a complaint from Ms [redacted] on September 7, via our executive officeWhen we contacted Ms [redacted] she had informed us that she had been having [redacted] service her Kenmore refrigerator for the last four yearsWe have no records of servicing Ms [redacted] refrigerator before September 12, We informed Ms [redacted] that we did have a service training bulletin regarding model [redacted] with service instructions on the repair for the 1F error code which indicates potential icing issuesMs [redacted] demanded this information; unfortunately, since this is Sears’s proprietary training information we were unable to honor her requestWe did offer to have a senior service technician come out to her home to service her refrigerator per the 1F error code only, at no cost to her for customer satisfaction reasonsWe informed Ms [redacted] verbally and via email that our service technician would only be addressing the 1F error code and if she wished for him to run a full diagnostic on her out of warranty refrigerator she would need to pay for that serviceThis agreement was made with Ms [redacted] on September 7, with service set for September 12, 2016, parts were ordered and the service completed on September 21, When our service technician was at the home he indicated that a sensor was found to be installed incorrectly and was not working, he indicated this was done by a previous service tech not associated with SearsOur service technician moved the sensor to its correct positon with Ms [redacted] permissionOn September 23, Ms [redacted] informed our service unit that she was still having problems with her refrigerator and requested Sears to open a service orderDuring our email conversation it was decided that we would have our senior service tech and a technical manager go back out to Ms [redacted] home to confirm that the service done on September 21, had been done correctly and the continued issues with her refrigerator were not due to the service provided by Sears on September 21, Our service technician and technical manager arrived on October 6, and confirmed that the service done to address the 1F error code for icing issues had been done correctlyMs [redacted] was informed at that time that the sensor that was found to be installed incorrectly on September 21, by a third party service provider was still brokenAn estimate to fix this sensor was given to Ms [redacted] but she refused to sign the estimate agreeing to pay for the part and service therefore the service order was closed as complete at no cost to Ms*** Ms [redacted] then demanded that Sears service her refrigerator at no cost based on our day service guarantee which states: “The limited warranty provides that if within days from the date of your Sears in-home repair your appliance fails to operate for reasons related to the original repair service when used normally in accordance with manufacturer guidelines, we will replace any parts that failed due to defects in the material or workmanship and perform any labor related to the original repair free of chargeExcludes damage caused due to service provided by any party other than SearsThis warranty gives you specific legal rights, and you may have other rights that vary by state.” This request was denied as we had confirmed on October 6, 2016, that the work done on September 21, was done correctly and that the failure of her refrigerator was not related to that serviceWe agree that Ms [redacted] has other underlying issues with her refrigerator and whether these are due to simple failures in her unit or due to actions that were done by previous third party or [redacted] service providers we have no way of knowing There is no CPSC recall on model, [redacted] refrigerator as Ms [redacted] alleges in her Attorney General complaint nor does she have an outstanding bill with Sears as she alleges in her Revdex.com complaintMs [redacted] is out of her one year manufacture warranty and since she confirms that she has had a third party service provider servicing her refrigerator for the last four (4) years Sears is not responsible for these previous services With that being said we feel that despite our best efforts to assist Ms [redacted] we have determined that we are unable to meet her current needs for service of her refrigerator and therefore have requested that Ms [redacted] seek service elsewhereMs [redacted] was informed on October 31, of this information and that all future services appointments on her refrigerator would be cancelled Since we have explained why Sears will no longer service Ms [redacted] refrigerator we have closed this complaint We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11734285 - Cynthia [redacted] Dear Ms. [redacted] : We have completed our investigation of Ms. [redacted] ’ complaint regarding the Sears Home Warranty she was mistakenly sold while... being covered by a Sears Mater Protection agreement. We have confirmed that the Sears Home warranty was cancelled as requested but we also understand that Ms. [redacted] has not yet received the full refund of those funds. We are currently waiting an update from Cross Country Home Services who is the obligor of the Sears Home Services Home and Appliance Warranty Programs. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted] . We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L. [redacted] @searshc.com
February 17, [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 request for a return and refund It is unfortunate that we failed Mr [redacted] expectations when he recently attempted to have this matter resolved with Sears OnlineWe value Mr [redacted] patronage and can understand his frustration with the series of events noted in his complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that the merchandise has been returned and a full refund of $was issued on February 16, 2017, under return receipt number [redacted] back to the Visa account ending in ***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 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
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Novlet [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding Sears Home Services and repairs to her television On August 13, 2015, a Sears Home Services electronics technician was dispatched to Ms [redacted] 's home to diagnose and repair her televisionDue to the issue being intermittent problems with the television, it was authorized for replacement per the terms and conditions of the MPA that covers the unitThat said, Ms [redacted] has exchanged her television for 48" Samsung 4K Smart TVSince Ms [redacted] has been provided with her desired resolution, we ask that this complaint be closed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[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 Sincerely, Stephen S [redacted]
May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding a replacement under his Master Protection Agreement for his cooktop On receipt of Mr [redacted] complaint we found that he had cancelled his MPA and has received a refund per the cancelation terms and conditions of his MPAMr [redacted] refund of $went back onto his Sears card ending in [redacted] Since Mr [redacted] has cancelled his MPA and our records confirm the refund was received we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding some patio furniture she ordered last summer Although the set that Ms [redacted] has is no longer in production, we were able to get the manufacturer to agree to make her a replacement chair, which will be shipped to her as soon as possibleWhen we receive shipping data, we will notify Ms [redacted] via emailIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe 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 Complaint Specialist Sears Holdings Corporation [redacted]
September 14, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – Jake [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] ’s complaint regarding his dissatisfaction with the quality of... the laundry center he purchased at our outlet store and his request to return for a refund. Upon receipt of Mr. [redacted] ’s complaint we reached out to Liam [redacted] , Store Manager for Outlet Store ***, to assist with Mr. [redacted] ’s concerns. Mr. [redacted] stated that he had already been in contact with Mr. [redacted] regarding the return. Mr. [redacted] confirmed that he has compensated Mr. [redacted] to a 100% refund and that he was satisfied with the resolution. With that being said, since we have provided Mr. [redacted] with his desired resolution, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda. [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr [redacted] complaint regarding service on his tractor We apologize for the delay in responding to this complaintWe are currently waiting the service report for Ms [redacted] tractorOnce we have received the service report we will provide a full report of Mr [redacted] complaint and any offered concessions or resolutions if warranted We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 31, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] - Alexis W [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding the charges related to her recent service appointment As clarification, when a customer calls Sears for service, the customer service representatives advise the caller, in advance, as to what the minimum charge would be if there is no warranty coverage, for the technician to come to their homeAdditionally, the customer is advised that once a diagnosis is complete, the technician will estimate the total cost of repair, which incorporates the minimum charge, and additional parts and labor If the customer decides not to have the repair completed, they will have to pay the only the minimum chargeWe would like to point out that we do not charge by an hourly rate The charges for our services are based on job codes and not hourly rates, which is common in the repair industry These job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer’s home, and other incidentals For consistency sake, all of our consumers are charged the same rate for comparable jobs If we were to make an exception to this policy every time a consumer does not agree with our pricing, it would have far-reaching legal ramifications We would have customers dictating to us what they felt were acceptable charges after we had already completed their repairOur technician did point out what was wrong with the unit, made and adjustment and provided them with the cleaner to use on the unitThe at hand also seems to be that our technician should have given Ms [redacted] an estimate before anything was done, giving her the change to decline or accept the additional charge beyond the diagnosis feeWe apologize and want Ms [redacted] to know that we are addressing that locallyIn this case, in the interest of consumer satisfaction, we have issued refunds for all but the $diagnosis fee, which is non-refundableAs such, we find that Ms [redacted] is responsible for the charges that she agreed to pay and we are unable to honor her request to receive a full refund We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, Tammie [redacted] Regulatory Complaint Specialist (***) ***-7993Tammie[redacted] @searshc.comTell us why here
August 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Lauren [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding delay in receiving her purchased treadmill We would first like to apologize that many factors resulted in Ms***'s delay in completing her delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Ms***'s concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come After reviewing Ms***'s complaint and our records, we were able to determine that a mail bank check in the amount of $was issued on August 6, We ask Ms [redacted] to allow 7-business days to arriveWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service Sears has built their reputation but understand if this is not possibleSince we were able to confirm that Ms [redacted] has been credited accordingly, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Claims Specialist Sears Holdings Corporation Direct 512- [redacted] I [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 Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his range For customer satisfaction reasons only we have processed an exchange for Mr [redacted] with delivery scheduled for November 2, It is important to note that whether Mr [redacted] believes it is necessary or not to have a dedicated properly grounded non GFI outlet or not the fact remains the manufactures installation instructions state that the range must be on such a lineIf he chooses to ignore these instructions as is his right as a consumer then he will violate his manufactures warrantyThese instructions are for the safety of our customers and Sears will not violate themIf we find that a Sears’s employee has purposely ignored these installation instructions then we will address internally with managementIt is also important that Mr [redacted] understands that when the range is delivered if there is not an outlet set up as instructed per the owner’s manual our delivery team will not complete the installation until the matter has been rectifiedThat being said since we have exchanged the range as Mr [redacted] has requested we have closed this case We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 9, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Michelle L [redacted] Dear Ms [redacted] : We have completed the investigation of MsCloud’s complaint regarding the failed service on her refrigerator and her inability to receive a refund for a part that was uninstalled and returned to SearsIn reviewing our records it appears that while our technician did in fact collect a CWO form in order for a refund to be issued, he did not actually fill out the monetary portion of the applicable service order so that the refund was documented properlyThis unfortunately meant that the form was never processed and a refund was never issuedIt looks like our customer support team was attempting to assist and left a message a few weeks ago for MsCloud to call them with her card number so that they could process a refund for $We are unsure how they arrived at that amount considering the first service call was $and the second was $194.02, but it does not appear that they ever received the card number so it is probable that no refund was ever issuedAt this point we are willing to refund MsCloud in full $back to her Visa account ending in 6234, but we will need the first digits of that digit card numberThat way we can search our database to verify if any refunds were provided, and then issue a refund that totals $MsCloud can email me at [email protected] or call me at 512-248-7740; I would note that I do not need the expiration date or security code on the card as these are not needed to research or to issue a refundIn the interim, since we are willing to ensure MsCloud receives a full refund and we just need her to contact us so that we can proceed with this resolution, we have closed our case pending her responseWe apologize to MsCloud and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana ShouldersTeam Manager, Regulatory ComplaintsDirect Line: 512-248-7740Email: [email protected]
Complaint [redacted] I am rejecting this response because:It does nothing to address the issueTheir system is flawed and all they did was put the fine print in capital lettersAs a consumer it is aggravating that a corporation can print their own "get out of jail free card" whenever they wantPoor customer service and a joke of an apology Sincerely, Danielle [redacted]
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Albert R [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’ complaint regarding his recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr***’ order was placed with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr***’ case, the order was fulfilled by Ami Ventures Inclocated at Canyon C***ing DrRichmond TX 77406, Email: [email protected] and telephone number (281) 410-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr***’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in his order, we found that Sears Online contacted the seller on Mr***’s behalf to request a return and refundAccordingly, a full refund of $was credited back to Mr***’ Sears MasterCard account ending in For Mr***’ records the return receipt number is The credit should post within to business daysIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Josh [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] 's complaint regarding his misplaced vacuum cleaner Upon receipt of Mr [redacted] 's complaint our research found that unfortunately due to an associate error the repair invoice was not correctly entered into our system therefore leading to the vacuum cleaner being lostWe regret that this incident occurred, but we can assure Mr [redacted] that this issue has been forwarded to management for review so future problems of this nature can be averted That being said our repair unit moved forward with a replacement for Mr [redacted] Mr [redacted] has been provided with this information and has been provided with my direct contact information if he needs further assistanceSince we have replaced Mr [redacted] lost vacuum cleaner and this resolution was accepted by him we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa [redacted] @searshc.com
Tell us why here...August 25, 2016 RevDex.com Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 Our File No: [redacted] BBB Case #: [redacted] / Juan [redacted] Via: [redacted] @chicago.bbb.org Dear Ms. [redacted] Thank you for contacting Sears Home Improvement... Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. In response to Mr. [redacted] complaint about the island not being functional, I must disagree with his statement. The island is functional. The island was in the home before our installation and the changes we made were at Mr. [redacted] request. Mr. [redacted] requested we cut the height of the cabinet, and make the countertop wider so stools could be placed under the countertop. Unfortunately the drawers will not pull out all the way because the countertop is larger than the original countertop, per Mr. [redacted] request. Mr. [redacted] wants compensation for the whole island, which as I said before, is functional. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne. [redacted] @searshomepro.com. Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist
November 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her lease Store Manager [redacted] provided the following response: We have arranged for the range hood to be picked and a new lease was setup for the correct item Ms [redacted] wantedShould she have any other questions or concerns, I ( [redacted] may be reached during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 concernsSincerely, [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, [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service for her Kenmore refrigerator We would like to note that we received Ms [redacted] complaint via the [redacted] office as well which addressed several other issues than the complaint listed with the Revdex.com, all having to do with services for her Kenmore refrigerator We originally received a complaint from Ms [redacted] on September 7, via our executive officeWhen we contacted Ms [redacted] she had informed us that she had been having [redacted] service her Kenmore refrigerator for the last four yearsWe have no records of servicing Ms [redacted] refrigerator before September 12, We informed Ms [redacted] that we did have a service training bulletin regarding model [redacted] with service instructions on the repair for the 1F error code which indicates potential icing issuesMs [redacted] demanded this information; unfortunately, since this is Sears’s proprietary training information we were unable to honor her requestWe did offer to have a senior service technician come out to her home to service her refrigerator per the 1F error code only, at no cost to her for customer satisfaction reasonsWe informed Ms [redacted] verbally and via email that our service technician would only be addressing the 1F error code and if she wished for him to run a full diagnostic on her out of warranty refrigerator she would need to pay for that serviceThis agreement was made with Ms [redacted] on September 7, with service set for September 12, 2016, parts were ordered and the service completed on September 21, When our service technician was at the home he indicated that a sensor was found to be installed incorrectly and was not working, he indicated this was done by a previous service tech not associated with SearsOur service technician moved the sensor to its correct positon with Ms [redacted] permissionOn September 23, Ms [redacted] informed our service unit that she was still having problems with her refrigerator and requested Sears to open a service orderDuring our email conversation it was decided that we would have our senior service tech and a technical manager go back out to Ms [redacted] home to confirm that the service done on September 21, had been done correctly and the continued issues with her refrigerator were not due to the service provided by Sears on September 21, Our service technician and technical manager arrived on October 6, and confirmed that the service done to address the 1F error code for icing issues had been done correctlyMs [redacted] was informed at that time that the sensor that was found to be installed incorrectly on September 21, by a third party service provider was still brokenAn estimate to fix this sensor was given to Ms [redacted] but she refused to sign the estimate agreeing to pay for the part and service therefore the service order was closed as complete at no cost to Ms*** Ms [redacted] then demanded that Sears service her refrigerator at no cost based on our day service guarantee which states: “The limited warranty provides that if within days from the date of your Sears in-home repair your appliance fails to operate for reasons related to the original repair service when used normally in accordance with manufacturer guidelines, we will replace any parts that failed due to defects in the material or workmanship and perform any labor related to the original repair free of chargeExcludes damage caused due to service provided by any party other than SearsThis warranty gives you specific legal rights, and you may have other rights that vary by state.” This request was denied as we had confirmed on October 6, 2016, that the work done on September 21, was done correctly and that the failure of her refrigerator was not related to that serviceWe agree that Ms [redacted] has other underlying issues with her refrigerator and whether these are due to simple failures in her unit or due to actions that were done by previous third party or [redacted] service providers we have no way of knowing There is no CPSC recall on model, [redacted] refrigerator as Ms [redacted] alleges in her Attorney General complaint nor does she have an outstanding bill with Sears as she alleges in her Revdex.com complaintMs [redacted] is out of her one year manufacture warranty and since she confirms that she has had a third party service provider servicing her refrigerator for the last four (4) years Sears is not responsible for these previous services With that being said we feel that despite our best efforts to assist Ms [redacted] we have determined that we are unable to meet her current needs for service of her refrigerator and therefore have requested that Ms [redacted] seek service elsewhereMs [redacted] was informed on October 31, of this information and that all future services appointments on her refrigerator would be cancelled Since we have explained why Sears will no longer service Ms [redacted] refrigerator we have closed this complaint We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11734285 - Cynthia [redacted] Dear Ms. [redacted] : We have completed our investigation of Ms. [redacted] ’ complaint regarding the Sears Home Warranty she was mistakenly sold while... being covered by a Sears Mater Protection agreement. We have confirmed that the Sears Home warranty was cancelled as requested but we also understand that Ms. [redacted] has not yet received the full refund of those funds. We are currently waiting an update from Cross Country Home Services who is the obligor of the Sears Home Services Home and Appliance Warranty Programs. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted] . We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L. [redacted] @searshc.com
February 17, [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 request for a return and refund It is unfortunate that we failed Mr [redacted] expectations when he recently attempted to have this matter resolved with Sears OnlineWe value Mr [redacted] patronage and can understand his frustration with the series of events noted in his complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that the merchandise has been returned and a full refund of $was issued on February 16, 2017, under return receipt number [redacted] back to the Visa account ending in ***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 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
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Novlet [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding Sears Home Services and repairs to her television On August 13, 2015, a Sears Home Services electronics technician was dispatched to Ms [redacted] 's home to diagnose and repair her televisionDue to the issue being intermittent problems with the television, it was authorized for replacement per the terms and conditions of the MPA that covers the unitThat said, Ms [redacted] has exchanged her television for 48" Samsung 4K Smart TVSince Ms [redacted] has been provided with her desired resolution, we ask that this complaint be closed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[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 Sincerely, Stephen S [redacted]