November 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Shauna [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request to receive a full refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageAfter reviewing the notes in her order, we can understand her frustration with the series of events noted in her complaintWe regret that this incident occurred with delivery and customer service, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experiencedFortunately, our records with PayPal show that a full refund of $was credited back to the account on November 19, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we have confirmed that a 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
Complaint: [redacted] I am totally rejecting this response because:unilaterally Sears says the claim is closed as the say they sent it to their legal departmentThat closes it??? How?? I asked them to respond, or their legal department to do so, before this one week deadline, they did not,I heard absolutely nothingThis does not by any means close the claim satisfactorily!!!!! How/ why would it? I am also shocked, by the way, that when I address the Revdex.com, or what I think is the Revdex.com, it is actually an arm of Sears, manned by Sears employees Someone needs to look into that!!!! Sincerely, Luisella ***
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, Brad ***
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Nancy MF [redacted] Dear [redacted] We have completed the investigation of MsF [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled Sears layaway order It is unfortunate that we failed MsF [redacted] expectations when she recently used Sears layawayWe 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 As clarification, our records show that MsF [redacted] opened her layaway on September 20, 2016, and made payments of $and $on October 5th and October 19th respectively It appears that her was not voluntarily cancelled as she suggests, but rather that it cancelled due to non-payment on November 17, It was on this date that her refund was issued by check However, the address she used when opening her layaway was invalid or her address changed within the duration of her layaway, which caused her check to be misdirected Our records show that her check was finally reissued on September 28, We do empathize with MsF [redacted] situation and feel it is possible that both our store and MsF [redacted] were not aware of how these changes might have delayed her refund At this time, we can only reiterate that we truly regret any inconvenience MsF [redacted] may have experienced We hope that in the future she will allow us the opportunity to provide her with a more satisfying 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 MsF [redacted] comments and the appropriate refund has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am not satisfied this response because: I believe their is confusion on what has been done and the complaint I am posting I hope that by speaking with someone one-on-one as opposed to a third party, many things will be clarified I just left a message for MsDana [redacted] and hope to speak with her in the near future Thank you very much for your assistance and patience Sincerely, Laurie [redacted]
September 29, 2016Revdex.comAttn: [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Service Orders: [redacted] Revdex.com Case [redacted] Via: Revdex.com WebsiteDear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileOn behalf of SHIP please know that we do value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced.SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe 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 mannerThis letter serves to provide notice that Mr [redacted] has requested the service be moved to the 25th of October, due to his scheduling restrictionsThe service was originally scheduled for 09/15/The original installer will handle this service as the two (2) previous Sears’ technicians were unable to work on the units.We appreciate the opportunity to address Mr [redacted] concernThank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
Complaint: [redacted] I am rejecting this response because:I can't believe sears is so unethical to stand by this position that they offered a replacement and tried to contact meThis is unacceptable that the business is so unethical to continually lie to satisfy a complainThey did not make any calls to me at [redacted] which can be confirmed by call logs from the wireless providerThe last communication from any store was not the delivering store in NJ but where the item was purchased from in CA on 10/In this voicemail all that was stated was that the local store received the unit and the local store should have contacted me about delivery of the unitThis never occurred which can be proved through call logsThen on 10/I called the local store to schedule a deliveryThe employee I spoke to stated the item was in stock and scheduled a delivery for 11/All of the next communication was through emailAgain the call log on my phone can be checked to prove thisI hope Revdex.com reads this and the unethical business practices that Sears as a whole engages in in order to solve a complaint and lie about communication that never occurred and easily provableThe customer service representative that has responded to this issue continues to state facts that are so blatantly and stands behind the issuesI will not accept a response based upon unethical business practices and blatant lies in order for the company to try to solve issues and maintain their standing with the Revdex.com Sincerely, Kristoffer ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this is not a full resolution, rather an extension of time for them to address the issue As such, I agree to extend their response time but am waiting for a resolution that is satisfactory to me I have been in contact with the district manager in my area and have plans to address portions of my complaintOnce those are actually executed, then we can address satisfactory resolutionAs of this moment, resolution is not yet complete Sincerely, [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because: The statements from Ms [redacted] are falseThe reason why I was forced to file a complaint with the Revdex.com is because I have left Ms [redacted] voicemail messages asking to speak with her regarding this situation and she never respondedThe only time I have spoken with her was after filing this complaint.On the day of the carpet cleaning I reached out to the Sears Buffalo Grove office and left messages to speak with someone regarding this issueI called every day starting Monday 10/until 10/when finaly Steve returned my callHe said that because my mom had agreed on the services and signed the invoce the only thing he could do is give me a credit of $for carpet cleaning services which I could use up to one year from nowHe did not want to discount the price of the carpet cleaning that was done, the only option I had was to pay $and get these coupons to use on up to rooms of carpet cleaningI told him I did not want to pay the $because I had agreed on $He recommended I call Ms Rhonda [redacted] , which I did every day practically and left her voicemail messages asking her to call me to resolve this issueThe reason why I'm rejecting the offer of the credit is because it is first of all for services which, in all honesty I really don't want anyone from Sears in my home again, and the second reason is because they did not honor the contract/agreement they had with meMy name is on the invoice and so is my cell number which the service man called me on hour prior to coming to my homeWhy didn't he call me again and try to sell me $worth of carpet cleaning? Was it because it was easier to sell it to a year old vulnerable elderly person with a slight language barrier? Sincerely, Maria [redacted]
July 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Patti A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding the charges she was assessed for her tractor repair/maintenance We would first like to clarify that the $minimum trip/diagnostic fee is what we assess for every call to come out and provide an estimate for any repairs or maintenance that may be neededIf the estimate is accepted then it includes that fee and if it is not, then at least that minimum amount is dueIn Ms [redacted] 's case, she acknowledges that she was told labor alone would be $before the parts, so she had to know when the technician only collected $that there was still an amount remainingTypically, when we have to order parts and return on another date, we at least collect our minimum fee of $in addition to the cost of any parts along with any applicable taxesSince the parts came to $with the tax and the $did not have tax, this is why the technician initially collected $When we returned, we then collected the balance still owed of $Again, Ms [redacted] acknowledges in her complaint that she was aware that labor would be $so she was aware that she had not paid the full balance when she only paid $The $labor charge included not only the labor to install the deflector shield but also the labor for the tuand oil change that were performed With that said, while Ms [redacted] was not entitled to a refund, partial or otherwise, as a one-time customer courtesy our customer support group offered her a $refundMs [redacted] accepted this offer and the refund was processed on June 24, At this time, since we have explained that the charges were valid and yet we provided a partial refund as a courtesy, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
Tell us why here...December 21, M [redacted] /Sherman POB [redacted] Lilburn, GA Our File No: [redacted] Via: UPS Ground Via: 1st Class US Postage Dear M [redacted] , Thank you so much for your patience while I addressed your hvac issuesI have called the phone number that was supplied to the Revdex.comThat was [redacted] I was told by the person who answered that I had the wrong numberI called the two other phone numbers we have in our system linked to your address, [redacted] and [redacted] and was once again told I had the wrong number At this time I am closing my fileIt is impossible to reach you if you have failed to give the agency or us a valid phone number to reach youOn behalf of Sears Home Improvements (SHIP), please know we value you as a customer and appreciate your patronageIf you have any further questions or concerns, please contact me at 1-800-222-extension [redacted] or via email at Jeanne[redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Revdex.com
April 5, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order... experience and request for a full refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. We value Ms. [redacted] patronage and can assure that her concerns have been forwarded to management for review. After researching this matter, we were able to confirm that a full refund of $776.61 was credited back to her Sears Plus account on March 30, 2017. For Ms. [redacted] records the refund receipt numbers are: [redacted] for $26.61, [redacted] $250.00, [redacted] $250.00 and [redacted] for $250.00. The credit normally posts to the account within 3 to 5 business days from the date that it was processed or dependent upon each financial institution. If Ms. [redacted] has a zero balance on her account then a check can be requested. Ms. [redacted] may contact the number listed on the back of her card for assistance with her account. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [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
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her trimmer Our records show that Ms [redacted] trimmer was replaced on March 17, under sales check # [redacted] If she still needs assistance she may contact [redacted] directly at [redacted] Since we did replace Ms [redacted] trimmer as promised we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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 The only condition is that this gets resolved and we do get a satisfactory replacementI would prefer not to close the complaint untilit is 100% resolved and we have the replacement Sincerely, [redacted]
December 14, [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 delivery of a washer purchased from Sears It is unfortunate that we failed Ms [redacted] expectations when issues with our delivery contractor arose during the installation of her newly purchased washerWe value Ms [redacted] patronage, but can understand how the series of events noted in her and subsequent emails have caused her to lose faith in SearsWe can assure Ms [redacted] that her concerns were forwarded to the management team of our delivery contractor for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of quality service that Sears has built our reputation upon, but we would understand if this is not possibleMs [redacted] from our delivery department spoke with the manager of the delivery contractor who informed our office that there were no issues during the service provided on December 14, That said Ms [redacted] has informed myself and Ms [redacted] that the washer has been installed and tested to her satisfactionMs [redacted] has my contact info and can reach out if neededWe have provided Ms [redacted] with a $sales adjustment as requested in her complaintAt this time, since we have been advised that the issues have been addressed and resolved to Ms [redacted] satisfaction, we respectfully request that this complaint be 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 concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation
July Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Heide [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the delay in receiving her purchased appliance After reviewing Ms [redacted] complaint and our records, we were able to determine that on January 2015, Ms [redacted] purchased an elliptical machineThe delivery was scheduled for February On the day of delivery, our delivery drivers called to inform that the due to the product not fitting through the basement door, the machine was left in the living roomMs [redacted] was informed to call once the product was at its intended location and we would gladly assemble the product for herOur records do not show that Ms [redacted] called backAt this time, our records show that a piwas completed on July and the original amount charged of $was credited back to the original form of paymentSince the piof Ms [redacted] elliptical machine has been picked up and she's been refunded fully, 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 ***s Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -512- [redacted] i***[email protected]
November 11, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Lyle D [redacted] Dear [redacted] We have completed the investigation of Mr. D [redacted] complaint regarding his dissatisfaction that his [redacted] washer failed too soon... and his request for a refund. We apologize that Mr. D [redacted] washer failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the product is only a few weeks old. We would also like to clarify that the limited warranty on Mr. D [redacted] washer is held by [redacted] Inc. Sears is not an authorized warranty service provider for [redacted] Therefore, Mr. D [redacted] must continue to work with [redacted] regarding the repair or replacement of his washer. As Mr. D [redacted] mentioned in his complaint, his request for an exchange was denied because it was 2 days after our 30 day return/exchange period. We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. D***, when no one else has received one. Accordingly, as we were just adhering to our posted return policy, we are unable to honor his request. We apologize to Mr. D [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 S [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 meI mean, how hard was that? There is something wrong with your return system if I have to escalate the issue after failing through numerous attempts through the channels to receive my rightful refundIncidentally, I did not see the points in my account until a few days later than the date indicated by the business Sincerely, Robert [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, Sharon B [redacted]
Complaint: [redacted] I am rejecting this response because: I reluctantly agreed to their offer after months of responding to their process My issue was never money, but quality and customer satisfaction Yes, techs came out, 1st two said could not be fixed and both were advised I wanted a return I allowed them to come out the 1st time in attempt to be reasonable but Sears' customer satisfaction is non existent Their focus is cost avoidance, not fairness Sears service has degraded beyond repair After years as a customer, I know this will be my last purchase or dealing with Sears I know more complaints will be filed, but I am too old to deal with such companies, life is too short and at age of stress and precious time is not worth the health risks We waited and saved a long time to get what we thought was our first and last new refrigerator We are so disappointed, but do appreciate your support We want this over but want to also go on record that we are far from pleased Sincerely, Rosalie R***
November 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Shauna [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request to receive a full refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageAfter reviewing the notes in her order, we can understand her frustration with the series of events noted in her complaintWe regret that this incident occurred with delivery and customer service, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which she was treated and that we truly regret any inconvenience she may have experiencedFortunately, our records with PayPal show that a full refund of $was credited back to the account on November 19, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we have confirmed that a 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
Complaint: [redacted] I am totally rejecting this response because:unilaterally Sears says the claim is closed as the say they sent it to their legal departmentThat closes it??? How?? I asked them to respond, or their legal department to do so, before this one week deadline, they did not,I heard absolutely nothingThis does not by any means close the claim satisfactorily!!!!! How/ why would it? I am also shocked, by the way, that when I address the Revdex.com, or what I think is the Revdex.com, it is actually an arm of Sears, manned by Sears employees Someone needs to look into that!!!! Sincerely, Luisella ***
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, Brad ***
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Nancy MF [redacted] Dear [redacted] We have completed the investigation of MsF [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled Sears layaway order It is unfortunate that we failed MsF [redacted] expectations when she recently used Sears layawayWe 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 As clarification, our records show that MsF [redacted] opened her layaway on September 20, 2016, and made payments of $and $on October 5th and October 19th respectively It appears that her was not voluntarily cancelled as she suggests, but rather that it cancelled due to non-payment on November 17, It was on this date that her refund was issued by check However, the address she used when opening her layaway was invalid or her address changed within the duration of her layaway, which caused her check to be misdirected Our records show that her check was finally reissued on September 28, We do empathize with MsF [redacted] situation and feel it is possible that both our store and MsF [redacted] were not aware of how these changes might have delayed her refund At this time, we can only reiterate that we truly regret any inconvenience MsF [redacted] may have experienced We hope that in the future she will allow us the opportunity to provide her with a more satisfying 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 MsF [redacted] comments and the appropriate refund has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am not satisfied this response because: I believe their is confusion on what has been done and the complaint I am posting I hope that by speaking with someone one-on-one as opposed to a third party, many things will be clarified I just left a message for MsDana [redacted] and hope to speak with her in the near future Thank you very much for your assistance and patience Sincerely, Laurie [redacted]
September 29, 2016Revdex.comAttn: [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Service Orders: [redacted] Revdex.com Case [redacted] Via: Revdex.com WebsiteDear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileOn behalf of SHIP please know that we do value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced.SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe 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 mannerThis letter serves to provide notice that Mr [redacted] has requested the service be moved to the 25th of October, due to his scheduling restrictionsThe service was originally scheduled for 09/15/The original installer will handle this service as the two (2) previous Sears’ technicians were unable to work on the units.We appreciate the opportunity to address Mr [redacted] concernThank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
Complaint: [redacted] I am rejecting this response because:I can't believe sears is so unethical to stand by this position that they offered a replacement and tried to contact meThis is unacceptable that the business is so unethical to continually lie to satisfy a complainThey did not make any calls to me at [redacted] which can be confirmed by call logs from the wireless providerThe last communication from any store was not the delivering store in NJ but where the item was purchased from in CA on 10/In this voicemail all that was stated was that the local store received the unit and the local store should have contacted me about delivery of the unitThis never occurred which can be proved through call logsThen on 10/I called the local store to schedule a deliveryThe employee I spoke to stated the item was in stock and scheduled a delivery for 11/All of the next communication was through emailAgain the call log on my phone can be checked to prove thisI hope Revdex.com reads this and the unethical business practices that Sears as a whole engages in in order to solve a complaint and lie about communication that never occurred and easily provableThe customer service representative that has responded to this issue continues to state facts that are so blatantly and stands behind the issuesI will not accept a response based upon unethical business practices and blatant lies in order for the company to try to solve issues and maintain their standing with the Revdex.com Sincerely, Kristoffer ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this is not a full resolution, rather an extension of time for them to address the issue As such, I agree to extend their response time but am waiting for a resolution that is satisfactory to me I have been in contact with the district manager in my area and have plans to address portions of my complaintOnce those are actually executed, then we can address satisfactory resolutionAs of this moment, resolution is not yet complete Sincerely, [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because: The statements from Ms [redacted] are falseThe reason why I was forced to file a complaint with the Revdex.com is because I have left Ms [redacted] voicemail messages asking to speak with her regarding this situation and she never respondedThe only time I have spoken with her was after filing this complaint.On the day of the carpet cleaning I reached out to the Sears Buffalo Grove office and left messages to speak with someone regarding this issueI called every day starting Monday 10/until 10/when finaly Steve returned my callHe said that because my mom had agreed on the services and signed the invoce the only thing he could do is give me a credit of $for carpet cleaning services which I could use up to one year from nowHe did not want to discount the price of the carpet cleaning that was done, the only option I had was to pay $and get these coupons to use on up to rooms of carpet cleaningI told him I did not want to pay the $because I had agreed on $He recommended I call Ms Rhonda [redacted] , which I did every day practically and left her voicemail messages asking her to call me to resolve this issueThe reason why I'm rejecting the offer of the credit is because it is first of all for services which, in all honesty I really don't want anyone from Sears in my home again, and the second reason is because they did not honor the contract/agreement they had with meMy name is on the invoice and so is my cell number which the service man called me on hour prior to coming to my homeWhy didn't he call me again and try to sell me $worth of carpet cleaning? Was it because it was easier to sell it to a year old vulnerable elderly person with a slight language barrier? Sincerely, Maria [redacted]
July 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Patti A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding the charges she was assessed for her tractor repair/maintenance We would first like to clarify that the $minimum trip/diagnostic fee is what we assess for every call to come out and provide an estimate for any repairs or maintenance that may be neededIf the estimate is accepted then it includes that fee and if it is not, then at least that minimum amount is dueIn Ms [redacted] 's case, she acknowledges that she was told labor alone would be $before the parts, so she had to know when the technician only collected $that there was still an amount remainingTypically, when we have to order parts and return on another date, we at least collect our minimum fee of $in addition to the cost of any parts along with any applicable taxesSince the parts came to $with the tax and the $did not have tax, this is why the technician initially collected $When we returned, we then collected the balance still owed of $Again, Ms [redacted] acknowledges in her complaint that she was aware that labor would be $so she was aware that she had not paid the full balance when she only paid $The $labor charge included not only the labor to install the deflector shield but also the labor for the tuand oil change that were performed With that said, while Ms [redacted] was not entitled to a refund, partial or otherwise, as a one-time customer courtesy our customer support group offered her a $refundMs [redacted] accepted this offer and the refund was processed on June 24, At this time, since we have explained that the charges were valid and yet we provided a partial refund as a courtesy, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
Tell us why here...December 21, M [redacted] /Sherman POB [redacted] Lilburn, GA Our File No: [redacted] Via: UPS Ground Via: 1st Class US Postage Dear M [redacted] , Thank you so much for your patience while I addressed your hvac issuesI have called the phone number that was supplied to the Revdex.comThat was [redacted] I was told by the person who answered that I had the wrong numberI called the two other phone numbers we have in our system linked to your address, [redacted] and [redacted] and was once again told I had the wrong number At this time I am closing my fileIt is impossible to reach you if you have failed to give the agency or us a valid phone number to reach youOn behalf of Sears Home Improvements (SHIP), please know we value you as a customer and appreciate your patronageIf you have any further questions or concerns, please contact me at 1-800-222-extension [redacted] or via email at Jeanne[redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Revdex.com
April 5, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order... experience and request for a full refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. We value Ms. [redacted] patronage and can assure that her concerns have been forwarded to management for review. After researching this matter, we were able to confirm that a full refund of $776.61 was credited back to her Sears Plus account on March 30, 2017. For Ms. [redacted] records the refund receipt numbers are: [redacted] for $26.61, [redacted] $250.00, [redacted] $250.00 and [redacted] for $250.00. The credit normally posts to the account within 3 to 5 business days from the date that it was processed or dependent upon each financial institution. If Ms. [redacted] has a zero balance on her account then a check can be requested. Ms. [redacted] may contact the number listed on the back of her card for assistance with her account. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [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
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her trimmer Our records show that Ms [redacted] trimmer was replaced on March 17, under sales check # [redacted] If she still needs assistance she may contact [redacted] directly at [redacted] Since we did replace Ms [redacted] trimmer as promised we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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 The only condition is that this gets resolved and we do get a satisfactory replacementI would prefer not to close the complaint untilit is 100% resolved and we have the replacement Sincerely, [redacted]
December 14, [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 delivery of a washer purchased from Sears It is unfortunate that we failed Ms [redacted] expectations when issues with our delivery contractor arose during the installation of her newly purchased washerWe value Ms [redacted] patronage, but can understand how the series of events noted in her and subsequent emails have caused her to lose faith in SearsWe can assure Ms [redacted] that her concerns were forwarded to the management team of our delivery contractor for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of quality service that Sears has built our reputation upon, but we would understand if this is not possibleMs [redacted] from our delivery department spoke with the manager of the delivery contractor who informed our office that there were no issues during the service provided on December 14, That said Ms [redacted] has informed myself and Ms [redacted] that the washer has been installed and tested to her satisfactionMs [redacted] has my contact info and can reach out if neededWe have provided Ms [redacted] with a $sales adjustment as requested in her complaintAt this time, since we have been advised that the issues have been addressed and resolved to Ms [redacted] satisfaction, we respectfully request that this complaint be 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 concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation
July Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Heide [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the delay in receiving her purchased appliance After reviewing Ms [redacted] complaint and our records, we were able to determine that on January 2015, Ms [redacted] purchased an elliptical machineThe delivery was scheduled for February On the day of delivery, our delivery drivers called to inform that the due to the product not fitting through the basement door, the machine was left in the living roomMs [redacted] was informed to call once the product was at its intended location and we would gladly assemble the product for herOur records do not show that Ms [redacted] called backAt this time, our records show that a piwas completed on July and the original amount charged of $was credited back to the original form of paymentSince the piof Ms [redacted] elliptical machine has been picked up and she's been refunded fully, 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 ***s Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -512- [redacted] i***[email protected]
November 11, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Lyle D [redacted] Dear [redacted] We have completed the investigation of Mr. D [redacted] complaint regarding his dissatisfaction that his [redacted] washer failed too soon... and his request for a refund. We apologize that Mr. D [redacted] washer failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the product is only a few weeks old. We would also like to clarify that the limited warranty on Mr. D [redacted] washer is held by [redacted] Inc. Sears is not an authorized warranty service provider for [redacted] Therefore, Mr. D [redacted] must continue to work with [redacted] regarding the repair or replacement of his washer. As Mr. D [redacted] mentioned in his complaint, his request for an exchange was denied because it was 2 days after our 30 day return/exchange period. We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. D***, when no one else has received one. Accordingly, as we were just adhering to our posted return policy, we are unable to honor his request. We apologize to Mr. D [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 S [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 meI mean, how hard was that? There is something wrong with your return system if I have to escalate the issue after failing through numerous attempts through the channels to receive my rightful refundIncidentally, I did not see the points in my account until a few days later than the date indicated by the business Sincerely, Robert [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, Sharon B [redacted]
Complaint: [redacted] I am rejecting this response because: I reluctantly agreed to their offer after months of responding to their process My issue was never money, but quality and customer satisfaction Yes, techs came out, 1st two said could not be fixed and both were advised I wanted a return I allowed them to come out the 1st time in attempt to be reasonable but Sears' customer satisfaction is non existent Their focus is cost avoidance, not fairness Sears service has degraded beyond repair After years as a customer, I know this will be my last purchase or dealing with Sears I know more complaints will be filed, but I am too old to deal with such companies, life is too short and at age of stress and precious time is not worth the health risks We waited and saved a long time to get what we thought was our first and last new refrigerator We are so disappointed, but do appreciate your support We want this over but want to also go on record that we are far from pleased Sincerely, Rosalie R***