[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Jeffery D [redacted] Dear MsV [redacted] We have completed our investigation of MrD [redacted] complaint regarding his Sears Home Warranty We would first like to point out that [redacted] of Virginia, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrD [redacted] contract CCHS informed us that MrD [redacted] was provided a claim credit check in the amount of $on February 15, to replace his dishwasher therefore we have closed this case We apologize to MrD [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
Revdex.com:Richard M [redacted] from Sears Wolfchase contacted me todayHe was most professional and helpfulWe discussed my issue and he resolved all my concernsMrM [redacted] should be commended for his professionalism and customer relations skillsPlease, show my complaint as resolved and forward this email to Sears.Regards,Michael W [redacted] 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, Mihael W***
October 12, [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 ring Store Manager [redacted] provided the following response: I spoke with [redacted] who has indicated that she was very dissatisfied with the way this issue has been handled by the personnel at the [redacted] location and that she feels the stone on her ring is defectiveThe [redacted] store manager ( [redacted] was involved in a decision wherein she was offered to exchange the ring or we would provide her with a full refund, but neither of those answers was acceptable to herWhat Ms [redacted] wants is for us to replace the stone in the ring she feels is defective The ring has sentimental value since her husband gave it to her In talking to the jeweler, they stated that there was never any damage to the center stone but that it was an inclusion (carbon) that would have been there when she purchased the ring However, as a courtesy, we authorized for her stone to be replaced under the care plan but that it would count as her one time replacement Ms [redacted] has stated that she feels that the managers in [redacted] were rude and didn't do anything for her and that she had to do all the leg work to get her stone replaced As a result, she feels we should compensate her for her time by giving her a lifetime care plan at no chargeI have explained that the reason she had to make some extra calls was because there was really no damage to the stone and that typically we wouldn't replace it according to the terms of her care plan This offered simply as a customer service gesture and not an obligation; therefore, we will not be providing any further remuneration in regard to this issueThis our final decision on behalf of Sears Holding Corporation as communicated in this response Any further correspondence will simply be returned to our office and the answer will be the sameShould Ms [redacted] have any further questions, 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 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
January 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his oven Upon receiving Mr [redacted] complaint on January 18, 2016, we confirmed with the local service unit that he was scheduled for service on January 20, On the date of service, Mr [redacted] was not present, but his grandmother was there to supervise the service The technician spent nearly an hour putting the oven through the cycles and tested the temperature to make sure it was heating properly He found nothing wrong with the oven At this time the service order has been closed as complete If Mr [redacted] has any further questions or concerns he can call Customer Advocate [redacted] at [redacted] In the interim, since the technician has determined that the oven is working in accordance with the manufacturer’s specifications, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
June 23, [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 previous response Upon receipt of Mr [redacted] follconcerns, we contacted our Accounting department to follon the disposition of the check request They responded on June 22, 2016, that the check (# [redacted] ) was issued on June 9, 2016, and mailed to the address on file - [redacted] *** The two week timeframe for receipt is an approximation, so it may take slightly longer We ask that Mr [redacted] allow a few more days to receive the check If he does not receive it by Monday, June 27, 2016, he is welcome to send an email to [redacted] In the interim, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
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 I really home Sears fix theses issuesThey have the most rewarding program, but it is coming with such a huge issue when dealing with very simply things like exchanging the size of a shirt Sincerely, [redacted]
December 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal complaint to the previous response provided regarding her refund We have reviewed Ms [redacted] rebuttal, and sent an email correspondence asking her to confirm if she has received the refund checks to dateWe asked that she email me directly at [redacted] before we submit a research request to our accounting officeIf Ms [redacted] still has not received the refund that was mailed out then we will track the checks that were processedWe will await Ms [redacted] response and in the interim, will close this file, pending her response 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
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***They have given me the run around and won't answer phoneWhen refund is in my hand then this complaint will be be resolvedTen weeks to write a check? come on now!
March 15, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Christopher [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a Craftsman ratchet According to our records, Mr [redacted] wife spoke with Belen from our home office and $worth of points were added to her Shop Your Way Rewards account on March 8, This amount would cover any replacement fees for the toolAs such, we have closed our fileWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Tammie[redacted] @searshc.com
December 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 washer and his request for a replacement First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washer After reviewing Mr [redacted] complaint and the notes in our service system, District Manager Michael [redacted] authorized a replacement under Mr [redacted] Master Protection Agreement (MPA) Based upon the features of Mr [redacted] current washer, it was determined that $would provide him with a comparable replacement under his MPA Mr [redacted] was contacted and advised to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him Mr [redacted] will need to provide the telephone number on record, [redacted] to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until August 8, With that said, since we are providing Mr [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
June 20, [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 non-receipt of a refund for her cancelled 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 sent an email directly to Mrs [redacted] to inform her that we issued separate refunds of $and $199.23, for a total refund of $449.23, to her [redacted] account ending in [redacted] on June 17, Mrs [redacted] may reply to our email if she has any further questions about this issue or her refund 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 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, [redacted] Regulatory Complaint Specialist [redacted] ***
August 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Lillie [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the window AC failed sooner than expected and her request for a sooner service date Upon receipt of Ms [redacted] complaint, we reached out to Julia [redacted] , Customer Advocate for Unit 8066, to assist with Ms [redacted] concernsMs [redacted] researched the service order and the notes indicate that the unit failed weeks after the initial repairMs [redacted] called in for service on July 14, and was service was scheduled for August 12, Since Ms [redacted] is elderly, an emergency request to provide sooner service was submittedRegrettably, we were not able to provide service within a timely basisConsidering the high temperatures in the area, Ms [redacted] processed the authorization for a replacement unit under the protection agreementWe contacted Ms [redacted] and provided her the authorization information and replacement instructionsWith that being said, since the replacement window AC unit is a resolution that met with Ms [redacted] approval, 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 512- [redacted] direct Matilda[redacted] @searshc.com
September 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – DrJustin [redacted] Dear Ms [redacted] , We have completed the investigation of Dr [redacted] complaint regarding his recent online order experience and his request for a refund It is unfortunate that we failed Dr [redacted] expectations as we value his patronage We can assure that his 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 he merchandise was returned and a full refund was processed on September 8, For Dr [redacted] records the refund receipt number is A credit of $was issued back to the American Express account ending in ***Additionally, we hope that in the future Dr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding the delay of his Sears Parts Direct Order, and his subsequent request for a refund It is unfortunate that we failed MrP [redacted] expectations when he recently placed an order with Sears Parts Direct We value his patronage and can understand his frustration with the events detailed in his complaint We can assure MrP [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted With that having been said, our records indicate that a refund of $was issued to MrP [redacted] account on July 9, This credit was expected to post, or become visible within his online account records, within business days from the issue dateAt this time, we can only reiterate that we truly regret any inconvenience MrP [redacted] may have experienced We respectfully ask to have this matter closed, since we have noted MrP [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
June 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr*** complaint regarding a previous purchase In the interest of resolving this matter, we have issued a credit for $to Mr [redacted] accountThis credit should reflect within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the generator after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptionsRefunds and exchanges will not be given without a receipt • Some items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.” Ms [redacted] stated that she attempted to return the generator twice, but she did not have her receiptWe would also like to note that the generator is categorized under gas powered lawn equipment and would not have been eligible for a return We reached out to [redacted] Store Manager for Store [redacted] and also reviewed the notes on order related to the generatorMr [redacted] stated Ms [redacted] was away on camping trip and came in one time after the return periodThis was a special order that she purchased online and he had offered to have the generator sent out for warranty service; Ms [redacted] declined and requested a refundOn July 19, Ms [redacted] contacted our online customer service and requested to return the generator and her requested was denied as well As clarification, after the Sears 30-day exchange period has expired, the generator is covered by the manufacturer’s warranty for parts and labor to service the generatorSince Ms [redacted] stated that the generator was not working, then she can dropped off the generator at our store so we can send it off for a warranty repair or she can contact the manufacturer, [redacted] , for assistanceWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Jaime [redacted]
February 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent billing discrepancy We apologize for any inconvenience Ms [redacted] may have experienced as a result of this errorThat said, we have taken the following steps as of January 16, 2017: Issued a credit for [redacted] to the [redacted] Issued a credit for $to the [redacted] card ending [redacted] A bank check for $was sent to Ms [redacted] since Pin debit transactions are refunded as a check This should remedy the billing inaccuracy and again we apologize for the errorIn light of the aforementioned information, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
Contact Name and Title: MELISSA [redacted] October 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Richelle [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation Ms [redacted] complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigeratorAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms [redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms [redacted] complaint, so that future problems can be averted On October 2, 2015, the technician returned to Ms [redacted] home to install the parts that were previously orderedOnce the parts were installed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Ms [redacted] may have experienced due to the delay in repairing her refrigeratorAs a conciliatory gesture, our office processed a six-month extension to Ms [redacted] Master Protection Agreement (MPA); the coverage now expires on September 4, Lastly, our records show that Ms [redacted] filed a food loss claim for $on September 29, 2015, so she should receive a check within the next daysWith that said, since we have completed the repair to Mr [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: The repairman did switch out a computer chip on the 4th of August H***ver two weeks later, the refrigerator is now doing the exact same thing it was doing before the repair I'm now having to schedule yet another repair on the exact same issue Having said that it is clear that the refrigerator has a defect within the unit that is not repairable Sincerely, Mary Ann R***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Jeffery D [redacted] Dear MsV [redacted] We have completed our investigation of MrD [redacted] complaint regarding his Sears Home Warranty We would first like to point out that [redacted] of Virginia, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrD [redacted] contract CCHS informed us that MrD [redacted] was provided a claim credit check in the amount of $on February 15, to replace his dishwasher therefore we have closed this case We apologize to MrD [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
Revdex.com:Richard M [redacted] from Sears Wolfchase contacted me todayHe was most professional and helpfulWe discussed my issue and he resolved all my concernsMrM [redacted] should be commended for his professionalism and customer relations skillsPlease, show my complaint as resolved and forward this email to Sears.Regards,Michael W [redacted] 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, Mihael W***
October 12, [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 ring Store Manager [redacted] provided the following response: I spoke with [redacted] who has indicated that she was very dissatisfied with the way this issue has been handled by the personnel at the [redacted] location and that she feels the stone on her ring is defectiveThe [redacted] store manager ( [redacted] was involved in a decision wherein she was offered to exchange the ring or we would provide her with a full refund, but neither of those answers was acceptable to herWhat Ms [redacted] wants is for us to replace the stone in the ring she feels is defective The ring has sentimental value since her husband gave it to her In talking to the jeweler, they stated that there was never any damage to the center stone but that it was an inclusion (carbon) that would have been there when she purchased the ring However, as a courtesy, we authorized for her stone to be replaced under the care plan but that it would count as her one time replacement Ms [redacted] has stated that she feels that the managers in [redacted] were rude and didn't do anything for her and that she had to do all the leg work to get her stone replaced As a result, she feels we should compensate her for her time by giving her a lifetime care plan at no chargeI have explained that the reason she had to make some extra calls was because there was really no damage to the stone and that typically we wouldn't replace it according to the terms of her care plan This offered simply as a customer service gesture and not an obligation; therefore, we will not be providing any further remuneration in regard to this issueThis our final decision on behalf of Sears Holding Corporation as communicated in this response Any further correspondence will simply be returned to our office and the answer will be the sameShould Ms [redacted] have any further questions, 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 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
January 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his oven Upon receiving Mr [redacted] complaint on January 18, 2016, we confirmed with the local service unit that he was scheduled for service on January 20, On the date of service, Mr [redacted] was not present, but his grandmother was there to supervise the service The technician spent nearly an hour putting the oven through the cycles and tested the temperature to make sure it was heating properly He found nothing wrong with the oven At this time the service order has been closed as complete If Mr [redacted] has any further questions or concerns he can call Customer Advocate [redacted] at [redacted] In the interim, since the technician has determined that the oven is working in accordance with the manufacturer’s specifications, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
June 23, [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 previous response Upon receipt of Mr [redacted] follconcerns, we contacted our Accounting department to follon the disposition of the check request They responded on June 22, 2016, that the check (# [redacted] ) was issued on June 9, 2016, and mailed to the address on file - [redacted] *** The two week timeframe for receipt is an approximation, so it may take slightly longer We ask that Mr [redacted] allow a few more days to receive the check If he does not receive it by Monday, June 27, 2016, he is welcome to send an email to [redacted] In the interim, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
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 I really home Sears fix theses issuesThey have the most rewarding program, but it is coming with such a huge issue when dealing with very simply things like exchanging the size of a shirt Sincerely, [redacted]
December 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal complaint to the previous response provided regarding her refund We have reviewed Ms [redacted] rebuttal, and sent an email correspondence asking her to confirm if she has received the refund checks to dateWe asked that she email me directly at [redacted] before we submit a research request to our accounting officeIf Ms [redacted] still has not received the refund that was mailed out then we will track the checks that were processedWe will await Ms [redacted] response and in the interim, will close this file, pending her response 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
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***They have given me the run around and won't answer phoneWhen refund is in my hand then this complaint will be be resolvedTen weeks to write a check? come on now!
March 15, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Christopher [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a Craftsman ratchet According to our records, Mr [redacted] wife spoke with Belen from our home office and $worth of points were added to her Shop Your Way Rewards account on March 8, This amount would cover any replacement fees for the toolAs such, we have closed our fileWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Tammie[redacted] @searshc.com
December 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 washer and his request for a replacement First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washer After reviewing Mr [redacted] complaint and the notes in our service system, District Manager Michael [redacted] authorized a replacement under Mr [redacted] Master Protection Agreement (MPA) Based upon the features of Mr [redacted] current washer, it was determined that $would provide him with a comparable replacement under his MPA Mr [redacted] was contacted and advised to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him Mr [redacted] will need to provide the telephone number on record, [redacted] to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until August 8, With that said, since we are providing Mr [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
June 20, [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 non-receipt of a refund for her cancelled 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 sent an email directly to Mrs [redacted] to inform her that we issued separate refunds of $and $199.23, for a total refund of $449.23, to her [redacted] account ending in [redacted] on June 17, Mrs [redacted] may reply to our email if she has any further questions about this issue or her refund 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 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, [redacted] Regulatory Complaint Specialist [redacted] ***
August 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Lillie [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the window AC failed sooner than expected and her request for a sooner service date Upon receipt of Ms [redacted] complaint, we reached out to Julia [redacted] , Customer Advocate for Unit 8066, to assist with Ms [redacted] concernsMs [redacted] researched the service order and the notes indicate that the unit failed weeks after the initial repairMs [redacted] called in for service on July 14, and was service was scheduled for August 12, Since Ms [redacted] is elderly, an emergency request to provide sooner service was submittedRegrettably, we were not able to provide service within a timely basisConsidering the high temperatures in the area, Ms [redacted] processed the authorization for a replacement unit under the protection agreementWe contacted Ms [redacted] and provided her the authorization information and replacement instructionsWith that being said, since the replacement window AC unit is a resolution that met with Ms [redacted] approval, 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 512- [redacted] direct Matilda[redacted] @searshc.com
September 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – DrJustin [redacted] Dear Ms [redacted] , We have completed the investigation of Dr [redacted] complaint regarding his recent online order experience and his request for a refund It is unfortunate that we failed Dr [redacted] expectations as we value his patronage We can assure that his 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 he merchandise was returned and a full refund was processed on September 8, For Dr [redacted] records the refund receipt number is A credit of $was issued back to the American Express account ending in ***Additionally, we hope that in the future Dr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding the delay of his Sears Parts Direct Order, and his subsequent request for a refund It is unfortunate that we failed MrP [redacted] expectations when he recently placed an order with Sears Parts Direct We value his patronage and can understand his frustration with the events detailed in his complaint We can assure MrP [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted With that having been said, our records indicate that a refund of $was issued to MrP [redacted] account on July 9, This credit was expected to post, or become visible within his online account records, within business days from the issue dateAt this time, we can only reiterate that we truly regret any inconvenience MrP [redacted] may have experienced We respectfully ask to have this matter closed, since we have noted MrP [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
June 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr*** complaint regarding a previous purchase In the interest of resolving this matter, we have issued a credit for $to Mr [redacted] accountThis credit should reflect within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the generator after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptionsRefunds and exchanges will not be given without a receipt • Some items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.” Ms [redacted] stated that she attempted to return the generator twice, but she did not have her receiptWe would also like to note that the generator is categorized under gas powered lawn equipment and would not have been eligible for a return We reached out to [redacted] Store Manager for Store [redacted] and also reviewed the notes on order related to the generatorMr [redacted] stated Ms [redacted] was away on camping trip and came in one time after the return periodThis was a special order that she purchased online and he had offered to have the generator sent out for warranty service; Ms [redacted] declined and requested a refundOn July 19, Ms [redacted] contacted our online customer service and requested to return the generator and her requested was denied as well As clarification, after the Sears 30-day exchange period has expired, the generator is covered by the manufacturer’s warranty for parts and labor to service the generatorSince Ms [redacted] stated that the generator was not working, then she can dropped off the generator at our store so we can send it off for a warranty repair or she can contact the manufacturer, [redacted] , for assistanceWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Jaime [redacted]
February 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent billing discrepancy We apologize for any inconvenience Ms [redacted] may have experienced as a result of this errorThat said, we have taken the following steps as of January 16, 2017: Issued a credit for [redacted] to the [redacted] Issued a credit for $to the [redacted] card ending [redacted] A bank check for $was sent to Ms [redacted] since Pin debit transactions are refunded as a check This should remedy the billing inaccuracy and again we apologize for the errorIn light of the aforementioned information, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
Contact Name and Title: MELISSA [redacted] October 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Richelle [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation Ms [redacted] complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigeratorAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms [redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms [redacted] complaint, so that future problems can be averted On October 2, 2015, the technician returned to Ms [redacted] home to install the parts that were previously orderedOnce the parts were installed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Ms [redacted] may have experienced due to the delay in repairing her refrigeratorAs a conciliatory gesture, our office processed a six-month extension to Ms [redacted] Master Protection Agreement (MPA); the coverage now expires on September 4, Lastly, our records show that Ms [redacted] filed a food loss claim for $on September 29, 2015, so she should receive a check within the next daysWith that said, since we have completed the repair to Mr [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: The repairman did switch out a computer chip on the 4th of August H***ver two weeks later, the refrigerator is now doing the exact same thing it was doing before the repair I'm now having to schedule yet another repair on the exact same issue Having said that it is clear that the refrigerator has a defect within the unit that is not repairable Sincerely, Mary Ann R***