Initial Business Response / [redacted] (1000, 10, 2015/07/29) */ July 29, Revdex.com Attn [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX/ [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr [redacted] It was found that the shower wall is unable to be repairedThe shower wall replacement has been ordered and will take approximately two weeks to be delivered to the local Sears officeOnce the material has been received we will schedule the replacementI will provide you with an update once all service issues have been addressed Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension [redacted] or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st Class Postage Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
July 13, [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 washer needing repair that is not in our system We have received Ms [redacted] complaint and apologize for the issues she is having with her washerWe looked in our system and were able to find Ms [redacted] washer and add it into our system We also scheduled her for repair on July 19, from 8:00am-5:00pm That being said, because we have addressed Ms [redacted] complaint, we respectfully request 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 Complaints Specialist [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Alissa [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding the plumbing service under her Sears Home Warranty We apologize for the delay in responding to this complaint We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response We are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to complete our research In the interim, should Ms [redacted] have any questions, she may contact me directly at 512-248- 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
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 though a Gift Card is useless as I will no longer shop at this business I'll instead take the option of trying to sell the gift card (if it's actually received) at a loss to myself Sincerely, [redacted]
March 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Lana [redacted] Dear MsVirghes: We have completed the investigation of MsWalker’s complaint regarding her refrigerator It seems that MsWalker had a cubic foot freezer less refrigerator as well as a refrigerator with no freezer of the same size covered under her Master Protection Agreement (MPA.) These units are sold separately and, have separate contracts, and they can function independently from one another despite the fact that they are usually installed next to each other Only the refrigerator was authorized for replacementHad MsWalker wanted something comparable to her old unit, we sell Electrolux branded model number EI32AR80QS availableWe apologize if this was not offered as an optionAccording to our records, MsWalker selected a French door style refrigerator and freezer choosing to pay the $difference in cost since it was more expensive than the amount she was authorized to use for her refrigerator replacementIt appears that the first item did not and now her exchange is scheduled for delivery on March 22, MsWalker mentions lost foodAccording to the terms of her MPA, she is allowed up to $reimbursement per consecutive month periodShe was given $on December 15, 2016; therefore, she has $left for use this yearWe are willing to send her a check for the remaining $if she wishes, but ask that she bear in mind that there will be no further food loss allowance remaining until January should a further issue ariseMsWalker has noted that she wants reimbursement for the value of each of her items so that she may purchase replacements elsewhereFirst of all, only her refrigerator was found to need replacementAlso, there are no provisions made under the terms of her MPA to provide reimbursement for the value of the item so that a purchase may be made from a third partyAt this time, MsWalker’s options according to the terms of her MPA are that she can cancel the exchange she has scheduled, we can then refund the $she paid out of pocket and issue a refund for the last renewal of coverage, which was $and her coverage will no longer be in effectAs an alternative, she can also cancel the exchange she has scheduled, receive a refund of the $she paid and we can provide her with the Electrolux unit mentioned at the onset of our letter at no additional cost to herOf course, she may choose whatever unit it is we sell that she wants at no additional cost to her as long as the price does not exceed the $she was authorized forMsWalker may contact me via email during business hours within the days for the date of this letter at the address listed below if she wishes to accept one of the other options notedIn light of the aforementioned information, we have closed our fileAgain, we apologize to MsWalker and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie Shurbet Regulatory Complaint Specialist [email protected]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is unsatisfactory to me but there is nothing that can be done Sincerely, [redacted] ***
June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent order According to our recordsMr [redacted] request was granted and his tires were installed on June 22, As such, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I realize that they will not change their plan to accommodate the customerThey wish to put as many barriers in front of customer as possible so they will make more moneyI did everything asked of me and, if fact, received a refundMy only point was that they make it so difficult to exchange something as simple as a coffee makerI just will not, in the future, purchase one of their warranty plans
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, Glenn [redacted]
Tell us why here...January 3, 2018 RevDex.com Attn: Nita Virghes 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 Our File No: [redacted] BBB Case #: [redacted] /Doris [redacted] Via: BBB Website 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. We have reached an amicable agreement with Ms. Kirk. At this time we respectfully request you close your file. On behalf of SHIP, please know we value Ms. [redacted] as a customer and apologize for any inconveniences she 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 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Kelly D R*** Dear [redacted] We have completed the investigation of MsR [redacted] complaint regarding the mattress set she purchased on September 09, 2017.We would first like to apologize that many factors resulted in the day of delivering MsR [redacted] purchased mattress setWe have already taken steps to improve delivery 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 possible So while we understand MsD [redacted] 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 MsR [redacted] complaint, we were able to determine that since MsR [redacted] refused the mattress at the time of delivery, her order was canceledOur records also show that a new order was processed and completedFor any inconvenience this may have caused, 100,in SYWR points were issuedAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
September 1, [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 dissatisfaction with the multiple repair attempts on his refrigerator Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experienced with the service on his refrigeratorWe would like to note that the manufacturer’s standard one-year warranty had expired; however, the recent repairs were covered under the manufacturer’s Seal System WarrantyThe warranty provides for the sealed system and/ or compressor to be repaired free of chargeWe reviewed the service orders and the notes related to the refrigeratorThe service orders indicate that the compressor had been replaced times; yet Mr [redacted] continued to have cooling problems with the refrigerator We can understand how frustrating Mr [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceDue to the multiple repair attempts, we deemed the unit non repairable and offered Mr [redacted] a warranty exchange on the refrigeratorMr [redacted] stated that he had already purchased a new refrigerator from another retailer and he no longer had the Sears refrigeratorWe apologized and explained that without the refrigerator we could no longer assist with an exchangeWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 16, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Jason [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding being unable to pick up steel cleaner that was purchased online.Upon receiving Mr [redacted] ’s complaint, we escalated his concerns to Chris [redacted] , District Manager Mr [redacted] contacted Mr [redacted] and discussed his complaint and apologized for the service he received He was offered and accepted a $gift card for his product and time That being said, because we have addressed Mr [redacted] ’s complaint, we respectfully request this complaint be closed.We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
July 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem she/he encountered when he attempted to return his air mattress purchase within 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 policyThe Kmart return policy states, “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.” Since Mr [redacted] attempted to return the air mattress for a refund, the associate denied his request Our records indicate that on June 20, Mr [redacted] contacted customer service regarding the return denial and the store manager was notifiedStore Manager Michael M [redacted] confirmed that he contacted Mr [redacted] and discussed the return policyAs a one-time offer, MrM [redacted] offered to issue Mr [redacted] a refundWe contacted Mr [redacted] and he confirmed that the issue has been resolved by the store managerWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 27, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Earl [redacted] Dear Ms [redacted] : We have completed our investigation of Mr***'s complaint regarding his repair experience at his local store The store General Manager, Reginald [redacted] contacted Mr [redacted] and addressed the issues in his complaintIt was found that our in store associate misread the service contract dates on Mr***'s vacuum cleaner therefore setting expectations that the service would be coveredMr [redacted] informed Mr [redacted] that he had reveres the service charges for the repair of their vacuum cleaner as well as processed a $Gift card for their inconvenienceSince we have provided the services at no cost as well as the $Gift card and it is our understanding that this was acceptable to Mr [redacted] 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 L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa.L[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal We have reviewed both our response and Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaint Sears was contacted for service on June 30, at 8:am EST and a service order was opened with technician scheduled for July 8, on arrival the service technician found a part needed to be ordered and this was done on July 8, at approximately 4:ESTPer [redacted] tracking the part arrived on Wednesday July at approximately 12:CST and left on the porchOur service technician arrived the same day, July 13, at 3:pm EST and left after installing the part at 3:pm ESTWe understand that Mr [redacted] is unhappy with the time to complete this service but this is well within our service guarantee That being said if Mr [redacted] wants to have his Sears Appliance Warranty he most certainly can do this and will only need to contact the Sears Warranty department directly at [redacted] and they will be happy to assistIt is important to note that Mr [redacted] will be held responsible for the full retail cost of the refrigerator repair as was stated when he enrolled into the Sears Home Warranty program: Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage With that being said this case remains 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]
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding her dissatisfaction with the quality of the brake work performed on her vehicle; and the poor customer serviceFirstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherManager [redacted] made multiple attempts to contact [redacted] and left voicemails with his contact informationFor customer satisfaction, we feel that a fair agreement would be to issue [redacted] a refund of $ for the brake workIf [redacted] would like to accept our offer, she can contact Auto Center Manager [redacted] at ( [redacted] on or before April 25, With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 9, [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 washer repair It is regrettable that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his washerWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr [redacted] complaint, we contacted the local service unit to confirm the upcoming March 8th service date They acknowledged that the appointment was firm and our records show that the repair to Mr [redacted] washer was completed on March 8, 2017, with the installation of a tub and cover assembly Additionally, we show that our escalated customer service group, Customer Solutions, processed a $check as compensation for the rescheduling of his repair Furthermore, my office submitted a check request for another $to assist Mr [redacted] with any out-of-pocket repair expenses he may have incurred while his washer was under repair The request was submitted on March 9, 2017, so Mr [redacted] should receive the check in the next two weeks With that said, since we have documented Mr [redacted] concerns with the repair process and we have completed the repair to his washer, albeit later than expected, 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
December 19, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case No: [redacted] Via: Revdex.com website Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate Pursuant to Mr [redacted] HVAC, refrigerator and boiler water lines concerns, we have completed the water line repairI have spoken with the customer and he is satisfied with the service in addition, provided a gift card for inconveniences and delays At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he might have experiencedIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] Enclosures (3)
October 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Eric MF [redacted] Dear Ms [redacted] We have completed the investigation of MrF [redacted] complaint regarding his recent return request, which was denied We apologize for any misunderstandingIn this instance, MrF [redacted] is correct an exception could have been made based on the circumstances and we appreciate him taking the time to bring the matter to our attentionThat said, it was our understanding that MrF [redacted] was contacted and a refund as well as $worth of Shop Your Way Rewards points were offered, which he accepted We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints Email: [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/07/29) */ July 29, Revdex.com Attn [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX/ [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr [redacted] It was found that the shower wall is unable to be repairedThe shower wall replacement has been ordered and will take approximately two weeks to be delivered to the local Sears officeOnce the material has been received we will schedule the replacementI will provide you with an update once all service issues have been addressed Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension [redacted] or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st Class Postage Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
July 13, [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 washer needing repair that is not in our system We have received Ms [redacted] complaint and apologize for the issues she is having with her washerWe looked in our system and were able to find Ms [redacted] washer and add it into our system We also scheduled her for repair on July 19, from 8:00am-5:00pm That being said, because we have addressed Ms [redacted] complaint, we respectfully request 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 Complaints Specialist [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Alissa [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding the plumbing service under her Sears Home Warranty We apologize for the delay in responding to this complaint We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response We are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to complete our research In the interim, should Ms [redacted] have any questions, she may contact me directly at 512-248- 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
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 though a Gift Card is useless as I will no longer shop at this business I'll instead take the option of trying to sell the gift card (if it's actually received) at a loss to myself Sincerely, [redacted]
March 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Lana [redacted] Dear MsVirghes: We have completed the investigation of MsWalker’s complaint regarding her refrigerator It seems that MsWalker had a cubic foot freezer less refrigerator as well as a refrigerator with no freezer of the same size covered under her Master Protection Agreement (MPA.) These units are sold separately and, have separate contracts, and they can function independently from one another despite the fact that they are usually installed next to each other Only the refrigerator was authorized for replacementHad MsWalker wanted something comparable to her old unit, we sell Electrolux branded model number EI32AR80QS availableWe apologize if this was not offered as an optionAccording to our records, MsWalker selected a French door style refrigerator and freezer choosing to pay the $difference in cost since it was more expensive than the amount she was authorized to use for her refrigerator replacementIt appears that the first item did not and now her exchange is scheduled for delivery on March 22, MsWalker mentions lost foodAccording to the terms of her MPA, she is allowed up to $reimbursement per consecutive month periodShe was given $on December 15, 2016; therefore, she has $left for use this yearWe are willing to send her a check for the remaining $if she wishes, but ask that she bear in mind that there will be no further food loss allowance remaining until January should a further issue ariseMsWalker has noted that she wants reimbursement for the value of each of her items so that she may purchase replacements elsewhereFirst of all, only her refrigerator was found to need replacementAlso, there are no provisions made under the terms of her MPA to provide reimbursement for the value of the item so that a purchase may be made from a third partyAt this time, MsWalker’s options according to the terms of her MPA are that she can cancel the exchange she has scheduled, we can then refund the $she paid out of pocket and issue a refund for the last renewal of coverage, which was $and her coverage will no longer be in effectAs an alternative, she can also cancel the exchange she has scheduled, receive a refund of the $she paid and we can provide her with the Electrolux unit mentioned at the onset of our letter at no additional cost to herOf course, she may choose whatever unit it is we sell that she wants at no additional cost to her as long as the price does not exceed the $she was authorized forMsWalker may contact me via email during business hours within the days for the date of this letter at the address listed below if she wishes to accept one of the other options notedIn light of the aforementioned information, we have closed our fileAgain, we apologize to MsWalker and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie Shurbet Regulatory Complaint Specialist [email protected]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is unsatisfactory to me but there is nothing that can be done Sincerely, [redacted] ***
June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent order According to our recordsMr [redacted] request was granted and his tires were installed on June 22, As such, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I realize that they will not change their plan to accommodate the customerThey wish to put as many barriers in front of customer as possible so they will make more moneyI did everything asked of me and, if fact, received a refundMy only point was that they make it so difficult to exchange something as simple as a coffee makerI just will not, in the future, purchase one of their warranty plans
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, Glenn [redacted]
Tell us why here...January 3, 2018 RevDex.com Attn: Nita Virghes 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 Our File No: [redacted] BBB Case #: [redacted] /Doris [redacted] Via: BBB Website 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. We have reached an amicable agreement with Ms. Kirk. At this time we respectfully request you close your file. On behalf of SHIP, please know we value Ms. [redacted] as a customer and apologize for any inconveniences she 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 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Kelly D R*** Dear [redacted] We have completed the investigation of MsR [redacted] complaint regarding the mattress set she purchased on September 09, 2017.We would first like to apologize that many factors resulted in the day of delivering MsR [redacted] purchased mattress setWe have already taken steps to improve delivery 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 possible So while we understand MsD [redacted] 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 MsR [redacted] complaint, we were able to determine that since MsR [redacted] refused the mattress at the time of delivery, her order was canceledOur records also show that a new order was processed and completedFor any inconvenience this may have caused, 100,in SYWR points were issuedAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
September 1, [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 dissatisfaction with the multiple repair attempts on his refrigerator Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experienced with the service on his refrigeratorWe would like to note that the manufacturer’s standard one-year warranty had expired; however, the recent repairs were covered under the manufacturer’s Seal System WarrantyThe warranty provides for the sealed system and/ or compressor to be repaired free of chargeWe reviewed the service orders and the notes related to the refrigeratorThe service orders indicate that the compressor had been replaced times; yet Mr [redacted] continued to have cooling problems with the refrigerator We can understand how frustrating Mr [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceDue to the multiple repair attempts, we deemed the unit non repairable and offered Mr [redacted] a warranty exchange on the refrigeratorMr [redacted] stated that he had already purchased a new refrigerator from another retailer and he no longer had the Sears refrigeratorWe apologized and explained that without the refrigerator we could no longer assist with an exchangeWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 16, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Jason [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding being unable to pick up steel cleaner that was purchased online.Upon receiving Mr [redacted] ’s complaint, we escalated his concerns to Chris [redacted] , District Manager Mr [redacted] contacted Mr [redacted] and discussed his complaint and apologized for the service he received He was offered and accepted a $gift card for his product and time That being said, because we have addressed Mr [redacted] ’s complaint, we respectfully request this complaint be closed.We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
July 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem she/he encountered when he attempted to return his air mattress purchase within 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 policyThe Kmart return policy states, “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.” Since Mr [redacted] attempted to return the air mattress for a refund, the associate denied his request Our records indicate that on June 20, Mr [redacted] contacted customer service regarding the return denial and the store manager was notifiedStore Manager Michael M [redacted] confirmed that he contacted Mr [redacted] and discussed the return policyAs a one-time offer, MrM [redacted] offered to issue Mr [redacted] a refundWe contacted Mr [redacted] and he confirmed that the issue has been resolved by the store managerWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 27, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Earl [redacted] Dear Ms [redacted] : We have completed our investigation of Mr***'s complaint regarding his repair experience at his local store The store General Manager, Reginald [redacted] contacted Mr [redacted] and addressed the issues in his complaintIt was found that our in store associate misread the service contract dates on Mr***'s vacuum cleaner therefore setting expectations that the service would be coveredMr [redacted] informed Mr [redacted] that he had reveres the service charges for the repair of their vacuum cleaner as well as processed a $Gift card for their inconvenienceSince we have provided the services at no cost as well as the $Gift card and it is our understanding that this was acceptable to Mr [redacted] 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 L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa.L[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal We have reviewed both our response and Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaint Sears was contacted for service on June 30, at 8:am EST and a service order was opened with technician scheduled for July 8, on arrival the service technician found a part needed to be ordered and this was done on July 8, at approximately 4:ESTPer [redacted] tracking the part arrived on Wednesday July at approximately 12:CST and left on the porchOur service technician arrived the same day, July 13, at 3:pm EST and left after installing the part at 3:pm ESTWe understand that Mr [redacted] is unhappy with the time to complete this service but this is well within our service guarantee That being said if Mr [redacted] wants to have his Sears Appliance Warranty he most certainly can do this and will only need to contact the Sears Warranty department directly at [redacted] and they will be happy to assistIt is important to note that Mr [redacted] will be held responsible for the full retail cost of the refrigerator repair as was stated when he enrolled into the Sears Home Warranty program: Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage With that being said this case remains 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]
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding her dissatisfaction with the quality of the brake work performed on her vehicle; and the poor customer serviceFirstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherManager [redacted] made multiple attempts to contact [redacted] and left voicemails with his contact informationFor customer satisfaction, we feel that a fair agreement would be to issue [redacted] a refund of $ for the brake workIf [redacted] would like to accept our offer, she can contact Auto Center Manager [redacted] at ( [redacted] on or before April 25, With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 9, [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 washer repair It is regrettable that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his washerWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr [redacted] complaint, we contacted the local service unit to confirm the upcoming March 8th service date They acknowledged that the appointment was firm and our records show that the repair to Mr [redacted] washer was completed on March 8, 2017, with the installation of a tub and cover assembly Additionally, we show that our escalated customer service group, Customer Solutions, processed a $check as compensation for the rescheduling of his repair Furthermore, my office submitted a check request for another $to assist Mr [redacted] with any out-of-pocket repair expenses he may have incurred while his washer was under repair The request was submitted on March 9, 2017, so Mr [redacted] should receive the check in the next two weeks With that said, since we have documented Mr [redacted] concerns with the repair process and we have completed the repair to his washer, albeit later than expected, 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
December 19, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case No: [redacted] Via: Revdex.com website Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate Pursuant to Mr [redacted] HVAC, refrigerator and boiler water lines concerns, we have completed the water line repairI have spoken with the customer and he is satisfied with the service in addition, provided a gift card for inconveniences and delays At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he might have experiencedIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] Enclosures (3)
October 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Eric MF [redacted] Dear Ms [redacted] We have completed the investigation of MrF [redacted] complaint regarding his recent return request, which was denied We apologize for any misunderstandingIn this instance, MrF [redacted] is correct an exception could have been made based on the circumstances and we appreciate him taking the time to bring the matter to our attentionThat said, it was our understanding that MrF [redacted] was contacted and a refund as well as $worth of Shop Your Way Rewards points were offered, which he accepted We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints Email: [redacted]