November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Marie [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that her oil was not replaced correctly which caused damage to her vehicle Due to the nature of Ms [redacted] concerns, we opened a claim with [redacted] our third-party claims adjusterIf Ms [redacted] has any questions regarding her claim, she can contact [redacted] ***, her claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] actions; their decision on any claim is final In the interim, since Ms [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 8, 2015/05/20) */ Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Daniel [redacted] # [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] 's complaint regarding Sears Home... Services and repairs to his dishwasher. Craig [redacted] , Sears Home Services, District Operations Manager, provided the following response: Repairs to Mr. [redacted] 's dishwasher were completed during a service call on Tuesday, May 19, 2015. Due to a system issue, we are not able to notate in detail what was done during the service call. If Mr. [redacted] has any outstanding concerns, I invite him to contact me at 603/642-0338. At this time, since we have completed the repairs to the dishwasher, we ask that 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response that was provided and I have left a voice mail for the name and number provided above. Although service has been provide the dishwasher and new parts put in still do not work! Since my original complaint, we have had another service call performed (on 5/19) where an additional three new parts were replaced. Since our service call yesterday, one of the replaced parts has already fallen off and one of the top drawers (that was service in the past) still does not work properly. So in conclusion, we have had numerous service calls with new part replacements totaling 5 and my dishwasher still does not run properly! We are still forced to bungee cord the main door closed which remains a safety issue. I would hope that Sears relook at their position based on the details and facts of this particular case. Final Business Response / [redacted] (4000, 12, 2015/05/21) */ Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Daniel [redacted] # [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] 's rebuttal regarding Sears Home Services and repairs to his dishwasher. We would like to offer Mr. [redacted] a store credit of $1227.99, the amount he paid for his dishwasher to be used towards a replacement dishwasher. All Mr. [redacted] would need to do is provide me with the 5 digit Sears item number of the dishwasher he would like and I will get the exchange processed as well as the installation of the new unit and removal of the old. Mr. [redacted] can email me his selection to [email protected] or he can call me at [redacted] We will provide an additional update once this issue has been resolved to Mr. [redacted] 's satisfaction. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Final Consumer Response / [redacted] (2000, 14, 2015/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I emailed Adam [redacted] with the specifics of the new dishwasher we want on 5/28. Thanks you for your help in resolving this matter. If it were not for the BBB we would still be "arguing" with Sears, so I genuinely appreciate your assistance. Dan [redacted]
[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 service experience We value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have repaired Ms [redacted] gas dryer and noted her candid feedback Again, we apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Dorothy [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding a range purchased from SearsWe feel it is first important to note that the range noted in Ms [redacted] complaint was purchased from Sears on December 28, and was covered by the manufacturers one year parts and labor warrantyWe would like to review the paperwork Ms [redacted] received from the local provider who came out to the home to service the range when Sears Home Services was not able to immediately dispatch a technician to the homeMs [redacted] can email the information to me at Adam[redacted] @searshc.com or via fax at 512-248-***At this time, since we have requested the aforementioned information, we ask that this complaint be closed pending further contactWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Kimberly S [redacted] Dear Ms [redacted] We have completed our investigation of MsS [redacted] complaint regarding the Sears Home Warranty We would first like to point out that [redacted] Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsS [redacted] contract We were informed by CCHS of the following: “We have reimbursed a partial refund of $to the customerThe balance of the premium is $and as a courtesy, we are in the process of reimbursing this as well.” If MsS [redacted] is still in need of assistance she can contact her case manager at CCHS; Kemisha [redacted] -B [redacted] at [redacted] In the mean time since CCHS is addressing the issue we have closed this case We apologize to MsS [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
June 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund of $ It is unfortunate that we failed Ms [redacted] expectations when she initially attempted to have this matter resolved with customer serviceWe value her patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in each order we found that a full refund of $had been processed on June 26, 2016, under return receipt number [redacted] Therefore, the remaining balance of $was processed today June 26, 2016, under return receipt number [redacted] The credit should post to Ms [redacted] account within to business days or dependent upon her financial institutions policy which can be up to daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn 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
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent order According to our records, a credit for $was issued on December 16, Accordingly, the account has been rectifiedWe apologize for the delaySince it seems the refund due to Mr [redacted] has been issued, we respectfully ask that this matter be considered closedAgain, 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 [redacted]
June 6, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com website Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (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 Ms [redacted] window concerns, we have agreed to cancel the window contract and process a full refund of the initial deposit as requested by our customer At this time, we respectfully request that you close your file as we have resolved the matter amicablyOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any frustrations or inconveniences this might have causedIf 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]
Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] 71-James [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his washer In the interest of customer satisfaction, we will allow Mr [redacted] to select another washer sold at Sears as an exchangeOur return policy is days from the date of purchase, but we will make an exception in this caseMr [redacted] paid $for the washer and he may select another washer for that priceDue to the amount of time that has elapsed since his purchase, we will not be able to return any money if he chooses a less expensive model and any cost above the $will be his responsibility if he selects an item priced above that amountOnce Mr [redacted] has made his selection, he will need to contact me and I will gladly make the necessary arrangements for deliveryIt is usually easiest to reach me via emailIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Lorraine [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's regarding Sears Home Services and a service call to repair a dishwasher Sears has approved the replacement of Ms [redacted] 's dishwasherIt is very important to note that Sears will cover the cost of installationWe have notes from the technician that indicate that the floor may prohibit the removal of the dishwasher, and the counter may be sitting on the dishwasherIf this is the case, any additional work that is needed to remove the dishwasher will be considered not a installation and any work that needs to be done will be Ms [redacted] 's financial responsibility All Ms [redacted] needs to do is go to her local Sears store and advise her sales associate that her dishwasher has been approved for replacementThe sales associate will process the exchangeSince we have approved the replacement of the dishwasher and have noted that any additional charges to remove tile or adjust the countertop would be Ms [redacted] financial responsibility, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of MrH [redacted] complaint regarding his microwave Based on the pictures that were provided by the service technician it is evident that the item being cooked in the microwave when it caught fire had been cooked longer than should have causing it to catch fire in the microwaveWe understand that the microwave is in working orderSince we have addressed MrH [redacted] complaint and found that there is no information to change our standing that the microwave will not be covered for replacement since the actions causing it to catch fire were due to the actions of the consumer, primarily cooking an item too longWe have closed this case We apologize to MrH [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]
Initial Business Response / [redacted] (1000, 6, 2015/07/31) */ July 31, [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 our customer service and failure to provide a timely exchange for his refrigerator It is unfortunate that we failed Mr[redacted] expectations when he recently requested assistance from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, [redacted] Customer Support Manager for Sears Home Delivery, spoke with Mr [redacted] in reference to his complaint on July 28, At that time, she offered Mr [redacted] an account credit of $as an apologyMr [redacted] accepted this offer and indicated that it met with his approvalHowever, we found we were unable to transmit the credit to his account and instead issued a check for $on July 29, Mr [redacted] may expect his check to arrive within fifteen business days, and he is welcome to contact Ms[redacted] with any further concerns he may have about this issue or his checkAt this time, we can only reiterate that we truly regret any inconvenience he may have experiencedWe respectfully ask to have this matter closed, since we have noted Mr[redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although refund not received yet, this is far more progress than me trying to resolve it professionally which means Sears has nobody at the delivery location or a member of management at our local Sears willing or able to speak to usIt's sad this is the only way to get resolveI accept the refund and should it not arrive or I find any erroneous charges on my Sears card unaware at this point ( because they showed up with refrigerators on final delivery) I will reopen the caseOtherwise, satisfied
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: We now have a Brand-New refrigerator and for now are extremely satisfied
May 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 problems he encountered with the return of the range he ordered online from our Sears Outlet Store As previously stated, Mr [redacted] confirmed that the range had failed again after the repair and arrangements were made with [redacted] Logistics to pick up the rangeSince the outlet store had closed, the unit was returned to our local warehouseMr [redacted] confirmed that [redacted] Logistics pickthe range and requested assistance with expediting his refund for the returnWe received confirmation that the range was returned and our attempts to process the refund to Mr [redacted] account failedTherefore, we issued the refund on two separate bank checks; $and $for a total of $Mr [redacted] should receive the bank checks via mail within – business daysIn the interim, 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]
April 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide a replacement tablet It is unfortunate that we failed Mrs [redacted] expectations when she recently visited KmartWe value Mrs [redacted] patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, [redacted] Manager for Kmart Store number ***, arranged an exchange for Mrs [redacted] at the store where she purchased her tablet and contacted her by telephone on April 13, 2015, to inform her that she would receive the next size up since her original purchase was no longer availableMrs [redacted] indicated that this met with her approval and agreed to return to our store to complete the exchangeAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Mrs [redacted] will allow us an opportunity to provide her with a more satisfactory example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Mrs [redacted] comments and an equitable resolution has been proposed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Mindy ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding a purchase made through [redacted] Our office has been advised that Ms***’s order has been cancelled and a refund was processed back to her Visa card ending in Typically a consumer can expect a credit to post to a credit card within 3-days of processingWe truly apologize to Ms [redacted] for the inconvenience noted in her complaintAt this time, since we have cancelled Ms***’s order and providing her with her desired resolution, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the refrigerator she purchased failed sooner than expected and her request for food loss reimbursementWe apologize that [redacted] refrigerator failed after within hours of deliveryThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how inconvenient this can be to a consumerWe would like to clarify that food loss is only reimbursed on refrigerators or freezer that are covered with a protection agreementWe reviewed [redacted] account and a protection agreement was not purchasedTherefore, [redacted] does not qualify for food loss reimbursementWe can also understand how frustrating [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and as a one-time courtesy, we offered [redacted] $for food loss reimbursement [redacted] accepted the offer and she should receive the reimbursement check within – business daysSince 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]
Complaint: [redacted] I am rejecting this response because: The purpose of filing the complaint with Revdex.com was so my concern would be addressed by the corporate office team not by the store manager of the locationI am 100% confused on why my information was given to him to address my issuesIf I wanted to speak with the store manager I would have contacted the storeAt no time did the manager offer to do anything to address the issue at all concerning the funds spent on the unusable groupon I had already purchased as well as the time wasted because he or anyone employed under him failed to contact meI have not visited a Sears location in a few years because their services seems be going down hill nowI tried again with the service centers but once again complete disappointmentThis will be the last time! Never again! And will be happy to give reviews everywhere I can Sincerely, Kynesha [redacted]
January 26, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have... completed our investigation regarding Ms. [redacted] complaint regarding her TV. Ms. [redacted] has been authorized to receive a comparable replacement TV and her local store has been trying to make the necessary arrangements. Ms. [redacted] may contact Store Manager [redacted] or Assistant Manager [redacted] during normal business hours if she wishes to discuss. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #945***- Angela [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the availability of service for a needed repair of a water heater In regard to the delay Ms [redacted] experienced receiving service, it seems there was some confusion regarding the serviceable addressThat has since been corrected and service was completed according to our recordsWe have spoken with Ms [redacted] and she has provided additional information that we have forwarded to the appropriate parties for consideration as there should not have been so much confusion as to the addressWe want to thank Ms [redacted] for her observations and we want to assure her that this matter will be reviewedThat said, we offered to provide Ms [redacted] with a $gift card or to purchase an additional year of coverage for the water heater in question on her behalf as a conciliatory gesture, but she declinedShould Ms [redacted] wish to reconsider, she may contact me at the email address listed below during business hours or she may respond to the email she was sent againIt is unfortunate that Ms [redacted] remains dissatisfied, but it is our hope that we can provide the type of customer service we strive for on her next service appointment should the need for one ariseIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie[redacted] @searshc.com (512) [redacted]
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Marie [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that her oil was not replaced correctly which caused damage to her vehicle Due to the nature of Ms [redacted] concerns, we opened a claim with [redacted] our third-party claims adjusterIf Ms [redacted] has any questions regarding her claim, she can contact [redacted] ***, her claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] actions; their decision on any claim is final In the interim, since Ms [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 8, 2015/05/20) */ Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Daniel [redacted] # [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] 's complaint regarding Sears Home... Services and repairs to his dishwasher. Craig [redacted] , Sears Home Services, District Operations Manager, provided the following response: Repairs to Mr. [redacted] 's dishwasher were completed during a service call on Tuesday, May 19, 2015. Due to a system issue, we are not able to notate in detail what was done during the service call. If Mr. [redacted] has any outstanding concerns, I invite him to contact me at 603/642-0338. At this time, since we have completed the repairs to the dishwasher, we ask that 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response that was provided and I have left a voice mail for the name and number provided above. Although service has been provide the dishwasher and new parts put in still do not work! Since my original complaint, we have had another service call performed (on 5/19) where an additional three new parts were replaced. Since our service call yesterday, one of the replaced parts has already fallen off and one of the top drawers (that was service in the past) still does not work properly. So in conclusion, we have had numerous service calls with new part replacements totaling 5 and my dishwasher still does not run properly! We are still forced to bungee cord the main door closed which remains a safety issue. I would hope that Sears relook at their position based on the details and facts of this particular case. Final Business Response / [redacted] (4000, 12, 2015/05/21) */ Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Daniel [redacted] # [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] 's rebuttal regarding Sears Home Services and repairs to his dishwasher. We would like to offer Mr. [redacted] a store credit of $1227.99, the amount he paid for his dishwasher to be used towards a replacement dishwasher. All Mr. [redacted] would need to do is provide me with the 5 digit Sears item number of the dishwasher he would like and I will get the exchange processed as well as the installation of the new unit and removal of the old. Mr. [redacted] can email me his selection to [email protected] or he can call me at [redacted] We will provide an additional update once this issue has been resolved to Mr. [redacted] 's satisfaction. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] Final Consumer Response / [redacted] (2000, 14, 2015/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I emailed Adam [redacted] with the specifics of the new dishwasher we want on 5/28. Thanks you for your help in resolving this matter. If it were not for the BBB we would still be "arguing" with Sears, so I genuinely appreciate your assistance. Dan [redacted]
[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 service experience We value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have repaired Ms [redacted] gas dryer and noted her candid feedback Again, we apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Dorothy [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding a range purchased from SearsWe feel it is first important to note that the range noted in Ms [redacted] complaint was purchased from Sears on December 28, and was covered by the manufacturers one year parts and labor warrantyWe would like to review the paperwork Ms [redacted] received from the local provider who came out to the home to service the range when Sears Home Services was not able to immediately dispatch a technician to the homeMs [redacted] can email the information to me at Adam[redacted] @searshc.com or via fax at 512-248-***At this time, since we have requested the aforementioned information, we ask that this complaint be closed pending further contactWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Kimberly S [redacted] Dear Ms [redacted] We have completed our investigation of MsS [redacted] complaint regarding the Sears Home Warranty We would first like to point out that [redacted] Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsS [redacted] contract We were informed by CCHS of the following: “We have reimbursed a partial refund of $to the customerThe balance of the premium is $and as a courtesy, we are in the process of reimbursing this as well.” If MsS [redacted] is still in need of assistance she can contact her case manager at CCHS; Kemisha [redacted] -B [redacted] at [redacted] In the mean time since CCHS is addressing the issue we have closed this case We apologize to MsS [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
June 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund of $ It is unfortunate that we failed Ms [redacted] expectations when she initially attempted to have this matter resolved with customer serviceWe value her patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in each order we found that a full refund of $had been processed on June 26, 2016, under return receipt number [redacted] Therefore, the remaining balance of $was processed today June 26, 2016, under return receipt number [redacted] The credit should post to Ms [redacted] account within to business days or dependent upon her financial institutions policy which can be up to daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn 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
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent order According to our records, a credit for $was issued on December 16, Accordingly, the account has been rectifiedWe apologize for the delaySince it seems the refund due to Mr [redacted] has been issued, we respectfully ask that this matter be considered closedAgain, 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 [redacted]
June 6, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com website Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (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 Ms [redacted] window concerns, we have agreed to cancel the window contract and process a full refund of the initial deposit as requested by our customer At this time, we respectfully request that you close your file as we have resolved the matter amicablyOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any frustrations or inconveniences this might have causedIf 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]
Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] 71-James [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his washer In the interest of customer satisfaction, we will allow Mr [redacted] to select another washer sold at Sears as an exchangeOur return policy is days from the date of purchase, but we will make an exception in this caseMr [redacted] paid $for the washer and he may select another washer for that priceDue to the amount of time that has elapsed since his purchase, we will not be able to return any money if he chooses a less expensive model and any cost above the $will be his responsibility if he selects an item priced above that amountOnce Mr [redacted] has made his selection, he will need to contact me and I will gladly make the necessary arrangements for deliveryIt is usually easiest to reach me via emailIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Lorraine [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's regarding Sears Home Services and a service call to repair a dishwasher Sears has approved the replacement of Ms [redacted] 's dishwasherIt is very important to note that Sears will cover the cost of installationWe have notes from the technician that indicate that the floor may prohibit the removal of the dishwasher, and the counter may be sitting on the dishwasherIf this is the case, any additional work that is needed to remove the dishwasher will be considered not a installation and any work that needs to be done will be Ms [redacted] 's financial responsibility All Ms [redacted] needs to do is go to her local Sears store and advise her sales associate that her dishwasher has been approved for replacementThe sales associate will process the exchangeSince we have approved the replacement of the dishwasher and have noted that any additional charges to remove tile or adjust the countertop would be Ms [redacted] financial responsibility, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of MrH [redacted] complaint regarding his microwave Based on the pictures that were provided by the service technician it is evident that the item being cooked in the microwave when it caught fire had been cooked longer than should have causing it to catch fire in the microwaveWe understand that the microwave is in working orderSince we have addressed MrH [redacted] complaint and found that there is no information to change our standing that the microwave will not be covered for replacement since the actions causing it to catch fire were due to the actions of the consumer, primarily cooking an item too longWe have closed this case We apologize to MrH [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]
Initial Business Response / [redacted] (1000, 6, 2015/07/31) */ July 31, [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 our customer service and failure to provide a timely exchange for his refrigerator It is unfortunate that we failed Mr[redacted] expectations when he recently requested assistance from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, [redacted] Customer Support Manager for Sears Home Delivery, spoke with Mr [redacted] in reference to his complaint on July 28, At that time, she offered Mr [redacted] an account credit of $as an apologyMr [redacted] accepted this offer and indicated that it met with his approvalHowever, we found we were unable to transmit the credit to his account and instead issued a check for $on July 29, Mr [redacted] may expect his check to arrive within fifteen business days, and he is welcome to contact Ms[redacted] with any further concerns he may have about this issue or his checkAt this time, we can only reiterate that we truly regret any inconvenience he may have experiencedWe respectfully ask to have this matter closed, since we have noted Mr[redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although refund not received yet, this is far more progress than me trying to resolve it professionally which means Sears has nobody at the delivery location or a member of management at our local Sears willing or able to speak to usIt's sad this is the only way to get resolveI accept the refund and should it not arrive or I find any erroneous charges on my Sears card unaware at this point ( because they showed up with refrigerators on final delivery) I will reopen the caseOtherwise, satisfied
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: We now have a Brand-New refrigerator and for now are extremely satisfied
May 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 problems he encountered with the return of the range he ordered online from our Sears Outlet Store As previously stated, Mr [redacted] confirmed that the range had failed again after the repair and arrangements were made with [redacted] Logistics to pick up the rangeSince the outlet store had closed, the unit was returned to our local warehouseMr [redacted] confirmed that [redacted] Logistics pickthe range and requested assistance with expediting his refund for the returnWe received confirmation that the range was returned and our attempts to process the refund to Mr [redacted] account failedTherefore, we issued the refund on two separate bank checks; $and $for a total of $Mr [redacted] should receive the bank checks via mail within – business daysIn the interim, 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]
April 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide a replacement tablet It is unfortunate that we failed Mrs [redacted] expectations when she recently visited KmartWe value Mrs [redacted] patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, [redacted] Manager for Kmart Store number ***, arranged an exchange for Mrs [redacted] at the store where she purchased her tablet and contacted her by telephone on April 13, 2015, to inform her that she would receive the next size up since her original purchase was no longer availableMrs [redacted] indicated that this met with her approval and agreed to return to our store to complete the exchangeAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Mrs [redacted] will allow us an opportunity to provide her with a more satisfactory example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Mrs [redacted] comments and an equitable resolution has been proposed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Mindy ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding a purchase made through [redacted] Our office has been advised that Ms***’s order has been cancelled and a refund was processed back to her Visa card ending in Typically a consumer can expect a credit to post to a credit card within 3-days of processingWe truly apologize to Ms [redacted] for the inconvenience noted in her complaintAt this time, since we have cancelled Ms***’s order and providing her with her desired resolution, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the refrigerator she purchased failed sooner than expected and her request for food loss reimbursementWe apologize that [redacted] refrigerator failed after within hours of deliveryThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how inconvenient this can be to a consumerWe would like to clarify that food loss is only reimbursed on refrigerators or freezer that are covered with a protection agreementWe reviewed [redacted] account and a protection agreement was not purchasedTherefore, [redacted] does not qualify for food loss reimbursementWe can also understand how frustrating [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and as a one-time courtesy, we offered [redacted] $for food loss reimbursement [redacted] accepted the offer and she should receive the reimbursement check within – business daysSince 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]
Complaint: [redacted] I am rejecting this response because: The purpose of filing the complaint with Revdex.com was so my concern would be addressed by the corporate office team not by the store manager of the locationI am 100% confused on why my information was given to him to address my issuesIf I wanted to speak with the store manager I would have contacted the storeAt no time did the manager offer to do anything to address the issue at all concerning the funds spent on the unusable groupon I had already purchased as well as the time wasted because he or anyone employed under him failed to contact meI have not visited a Sears location in a few years because their services seems be going down hill nowI tried again with the service centers but once again complete disappointmentThis will be the last time! Never again! And will be happy to give reviews everywhere I can Sincerely, Kynesha [redacted]
January 26, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have... completed our investigation regarding Ms. [redacted] complaint regarding her TV. Ms. [redacted] has been authorized to receive a comparable replacement TV and her local store has been trying to make the necessary arrangements. Ms. [redacted] may contact Store Manager [redacted] or Assistant Manager [redacted] during normal business hours if she wishes to discuss. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #945***- Angela [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the availability of service for a needed repair of a water heater In regard to the delay Ms [redacted] experienced receiving service, it seems there was some confusion regarding the serviceable addressThat has since been corrected and service was completed according to our recordsWe have spoken with Ms [redacted] and she has provided additional information that we have forwarded to the appropriate parties for consideration as there should not have been so much confusion as to the addressWe want to thank Ms [redacted] for her observations and we want to assure her that this matter will be reviewedThat said, we offered to provide Ms [redacted] with a $gift card or to purchase an additional year of coverage for the water heater in question on her behalf as a conciliatory gesture, but she declinedShould Ms [redacted] wish to reconsider, she may contact me at the email address listed below during business hours or she may respond to the email she was sent againIt is unfortunate that Ms [redacted] remains dissatisfied, but it is our hope that we can provide the type of customer service we strive for on her next service appointment should the need for one ariseIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie[redacted] @searshc.com (512) [redacted]