(The consumer indicated he/she ACCEPTED the response from the business.) I accept the conditions as stated above and appreciate the swift response for assistance from both the Revdex.com and SearsSince my request for assistance from Sears had been mishandled and sidelined since July with no end in sight, I am certain that had I not contacted the Revdex.com, this case would not have come to such a quick and successful conclusionThank you again, Revdex.com, for working on behalf of all consumers to access dependable and timely service
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Cheryl [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorMarion [redacted] , Sears Home Services, Customer Advocate provided the following response: On August 9, 2016, I had the pleasure of speaking with Ms [redacted] regarding her concernsWhile the technician was at the home he removed the control board and defrosted all of the ice that has accumulatedMs [redacted] was happy because the other technician did not defrost the unitIf the aforementioned repair does not resolve Ms [redacted] ’s concerns, we will escalate to Cross Country Home Services, the administrator of the Sears Home WarrantyMs [redacted] has my contact information and has agreed to contact me if any additional concerns existSince we have noted our response to Ms [redacted] ’s concerns, 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 [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding extended warranty service for her Kenmore refrigerator It is important to note that we have no service history for Ms [redacted] refrigeratorWe do show that Ms [redacted] contacted Sears on December 7, with questions regarding repair service but no service order was set up at that time Ms [redacted] does indeed have a rive (5) year extended warranty on the sealed system of her refrigerator which will expire on October 22, and a ten (10) year warranty on the compressor which will expire on October This information is listed on page of her owner’s manualIt also states to arrange for warranty service to call [redacted] ( [redacted] Ms [redacted] will need to have a Sears service technician out to confirm the parts she states are needed by her third party technician The service order will be set up as a cash call until our service tech has confirmed the needed repairs are covered under the extended warranty as indicated in her owner’s manual, once done he will proceed with part orders and completion of the serviceIf it is found that any of the parts needed to repair the refrigerator are not covered under the extended parts warranties Ms [redacted] will be provided with an estimate to complete the repairs Since we have explained that Ms [redacted] will need to set service with a Sears service technician to receive the warranty service she indicates she needs we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Thank you for doing the right thingI accept the response and further internal review of customer serviceI appreciate the follow up and apology
April 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response While Ms [redacted] food loss was not confirmed, as a one-time courtesy, we have processed a food loss request for $The maximum food loss reimbursement under Ms [redacted] MPA during a calendar year is $and since Ms [redacted] was sent a food loss check in January for $80.17, the maximum she could be issued was $The request was processed on April 29, 2015, so Ms [redacted] should receive a check within the next two weeksSince we have addressed Ms [redacted] remaining concerns, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolves the issueI hope sears improves their return process and I don't have to involve Revdex.com for small issues like these Sincerely, [redacted]
January 31, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed our review of Ms [redacted] rebuttal complaint regarding her online order experience We provided Ms [redacted] with a prepaid return label to use on the merchandise she returnedWe confirmed that the product was received at Sears’ warehouse on January 27, Therefore, we issued a refund accordingly for the full amount she paid which was $The credit will post to Ms [redacted] account ending in [redacted] within to business daysFor Ms [redacted] records the return receipt number is [redacted] Should Ms [redacted] have any further questions or concerns, she may contact me via emailIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed since a full refund has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 12, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – [redacted] Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction with the performance of her washer and the problem she encountered when she attempted to exchange the washer after the 30-day return period. We have Ms. [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, the policy is for any refund or exchange it must be requested within 30 days. After that there are no options available. Ms. [redacted] states that our technician mentioned that her model washer will not be made any more because it did not hold up to our standard. We apologize if she was misinformed, since most manufacturers discontinue their models on a yearly basis to introduce newer designed models. While we understand that she was dissatisfied with the performance and design of her washer, the fact remains that the washer is operational. As this decision is commensurate to the circumstances, we have closed our file. Again, 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 ***-***- [redacted] direct [redacted] @searshc.com
December 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 recent purchase Store Manager Dan [redacted] provided the following response: We have spoken with Ms [redacted] regarding this issueWhen we spoke, we apologized for what appears to have been a misunderstanding and we offered to provide her with a credit for $75.60, which she acceptedWe also have arranged for service on her dishwasher and washerMs [redacted] indicated that this resolution met with her satisfaction at that timeHowever, should she have any further questions or concerns, she may contact me (Dan) during business hours at [redacted] In light of the aforementioned information, we have closed our file Again, 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
January 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] s complaint regarding her dissatisfaction with the delivery delay of her gas grill and her request for a refund of her delivery fee Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further We researched and the grill arrived at the warehouse from the manufacturer on January 9, 2017, but it was not assembledSince the unit had to be assembled prior to the delivery, the delivery date was rescheduled for January 10, According to Ms [redacted] s order, the delivery fee was $and she was provided a $discount on the delivery fee; therefore, she was charged $for the deliveryWe would like to note that the delivery fee is nonrefundableHowever, for customer satisfaction, we offered to reimburse Ms [redacted] the $and she accepted the offerOn January 30, we issued the $credit to her credit card ending in The credit should post to her account within – business days depending on her banking instituteWith that being said, since we have addressed the issue brought forth in Ms [redacted] s complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ September 24, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have not completed the investigation of Mr[redacted] complaint regarding the alleged damage that was done to his residence upon the delivery of his purchased appliance After receiving Mr[redacted] complaint, we forwarded his complaint to the District Operations ManagerOur investigation continues in this matter and we are awaiting a response and kindly request an additional 7- days to finish the investigation and resolve this complaint 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/SHC Direct - [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not been able to find someone who can match the tilesI do not know what else to do with the issue Thank You [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 Sears Home Services and repairs to her home air conditioning system [redacted] Sears Home Services Support Specialist provided the following response: On September 28, 2016, a Sears Home Services technician was dispatched to Ms [redacted] home to install a previously ordered compressor, condenser motor and a capacitorAfter the repairs were completed the unit was tested and was cooling and was no longer making noiseIf I can be of any further assistance to Ms [redacted] I invite her to contact me directly at [redacted] That said 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Marianne [redacted] # [redacted] Dear MsVirghes: We have completed the investigation of Ms [redacted] ’s complaint regarding repairs to her dishwasherSears Home Services dispatched two technicians to Ms [redacted] ’s home this morning, February 15, 2017, to repair her dishwasherIt is the contention of our technicians that they cannot remove the dishwasher to repair and reinstall without causing damage to Ms [redacted] ’s countertopAlmost years ago, in June of 2008, Sears did have the dishwasher installed by one of our installation contractorsFrom looking at a picture of the countertop where the dishwasher attaches, it looks as though the countertop is failingIt is the Sears technicians contention that we cannot uninstall the dishwasher without possibly causing damage to the countertopWe feel it is important to add that per the terms and conditions of the Repair Protection Agreement (RPA) that covers the dishwasher, it states verbatim: SAFETY AND ACCESSIBILITYIn the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable causeIn order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered ProductFailure to comply with these conditions may be cause for cancellation of this AgreementWe would like to add that the technician’s did ask and Ms [redacted] declined to sign a release, which states verbatim: “In order to repair your appliance, it must be movedThere is a possibility of damage of which you should be made awareAlthough we are careful, many floor covering materials in use today are soft, and appliances tend to depress the floor covering and sometimes will adhere to itMovement can sometimes cause a tear or deep scratches on the flooringIn addition, some buiappliances become wedged too tightly and are difficult, if not impossible to move without marring the surrounding areaIn order to avoid a possible misunderstanding later, please sign this release form below, acknowledging that I discussed this potential with you before moving the appliance” That said we now find ourselves at an impasse with Ms [redacted] We are ready and willing to repair the dishwasher but cannot be responsible to damage to her home due to the aforementioned concernsIf Ms [redacted] would like to cancel her RPA and request a refund, she can contact our Protection Agreement Office at 800-927-Since we cannot move forward, 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 Churchin Regulatory Claims Specialist Sears Holdings Corporation [email protected]
August 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MsF [redacted] complaint regarding her recent online order experience request for a refund We would first like to apologize for any inconvenience MsF [redacted] experienced with this orderAfter researching further we found that the order was from a Third Party Marketplace sellerThe seller, [redacted] processed a full refund of $on August 3, The credit posted to MsF [redacted] account within to business daysSince a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the installation of a range at a rental property Ms [redacted] was advised that due to the electrical wiring at the rental property not being up to code, our contractor was unable to install the range Sears contractor is not an electrician and was contracted by Sears to install the oven, not to make electrical changes or coded upgradesWe have informed Ms [redacted] that it would be best for her to have an electrician out to the property to address the aforementioned concernsWe have offered to reimburse Ms [redacted] the charges to have the oven installed, an offer Ms [redacted] has declined and she has stated that she will be filing suit against SearsMs [redacted] was provided with the contact information for our corporate officeSince Ms [redacted] is counsel and will be moving forward by filing suit against Sears, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 11, Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: - Sydney [redacted] Dear Ms [redacted] : We have not fully completed our investigation of Ms [redacted] 's complaint regarding her online experience We apologize for the delay in responding to this complaintWe forwarded this matter to the Store and District Manager of Sears Outlet Unit to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may contact the unit directly at (480) [redacted] We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Contact Name and Title: [redacted] October 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation [redacted] complaint regarding his dissatisfaction with Sears Dental First, we would like to apologize to [redacted] for failing her expectations when she recently tried to schedule a follorthodontia appointment for her son, [redacted] [redacted] , [redacted] Orthodontics Manager, spoke with [redacted] today, October 20, 2015, in regard to her concernsAdditionally, [redacted] confirmed that [redacted] ' son is currently scheduled for an appointment at Oak Brook on October 28, Lastly, [redacted] provided [redacted] with her cell number in the event she has any further questionsSince it is our understanding that [redacted] is satisfied with the outcome of her complaint, we ask that this matter be closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.comUnfortunately, we cannot accept this response because from day one we have use the correct laundry detergent, which was recommended to us at the time we purchased the washerFurthermore,, we changed to liquid detergent when we advised by the technicianWe also use the once a month cleaner for the washAs a result of all this not working for us we now use less than the recommended amount of liquid detergentOn the last visit by Kim (tech and repair person) he actually ran a load of clothes without detergent and when the wash was finished the clothes came out with the white residue we have been complaining about all alongWhen we brought it up to his attention he advised us to wash again with detergentAs far as their claim that we overload the washer; that is not true We do not overload the washer, we are very careful and try to even out everything All we want is to be able to use our washer again, not to have to wear clothes with white residue which we find disgustingWhile is true the technician pointed out to us that there was soap build up but that is exactly the problem no matter what soap we use even if we use none the clothes come out with the reside We strongly believe that our washer does not work correctlyand sears should allow us to return it All sears has done is bounce the problem back to us and fault us about using the wrong detergent and overloading the machine, which we have not done.Our washer is a lemon, I wish I could just bring it over to the cross county store where we bought and just leave it there for them because it does no good to keep it home I hope you can sense our frustrationI just cannot understand why they donot accept responsibility Complaint: [redacted] I am rejecting this response because: Sincerely, George [redacted]
October 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of M [redacted] complaint regarding her recent order We have spoken with Ms [redacted] regarding this issueWhen we spoke, we offered to provide her with an exchange and since she chose a cheaper item, the difference will be refunded once the old merchandise is taken awayIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept the conditions as stated above and appreciate the swift response for assistance from both the Revdex.com and SearsSince my request for assistance from Sears had been mishandled and sidelined since July with no end in sight, I am certain that had I not contacted the Revdex.com, this case would not have come to such a quick and successful conclusionThank you again, Revdex.com, for working on behalf of all consumers to access dependable and timely service
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Cheryl [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorMarion [redacted] , Sears Home Services, Customer Advocate provided the following response: On August 9, 2016, I had the pleasure of speaking with Ms [redacted] regarding her concernsWhile the technician was at the home he removed the control board and defrosted all of the ice that has accumulatedMs [redacted] was happy because the other technician did not defrost the unitIf the aforementioned repair does not resolve Ms [redacted] ’s concerns, we will escalate to Cross Country Home Services, the administrator of the Sears Home WarrantyMs [redacted] has my contact information and has agreed to contact me if any additional concerns existSince we have noted our response to Ms [redacted] ’s concerns, 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 [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding extended warranty service for her Kenmore refrigerator It is important to note that we have no service history for Ms [redacted] refrigeratorWe do show that Ms [redacted] contacted Sears on December 7, with questions regarding repair service but no service order was set up at that time Ms [redacted] does indeed have a rive (5) year extended warranty on the sealed system of her refrigerator which will expire on October 22, and a ten (10) year warranty on the compressor which will expire on October This information is listed on page of her owner’s manualIt also states to arrange for warranty service to call [redacted] ( [redacted] Ms [redacted] will need to have a Sears service technician out to confirm the parts she states are needed by her third party technician The service order will be set up as a cash call until our service tech has confirmed the needed repairs are covered under the extended warranty as indicated in her owner’s manual, once done he will proceed with part orders and completion of the serviceIf it is found that any of the parts needed to repair the refrigerator are not covered under the extended parts warranties Ms [redacted] will be provided with an estimate to complete the repairs Since we have explained that Ms [redacted] will need to set service with a Sears service technician to receive the warranty service she indicates she needs we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Thank you for doing the right thingI accept the response and further internal review of customer serviceI appreciate the follow up and apology
April 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response While Ms [redacted] food loss was not confirmed, as a one-time courtesy, we have processed a food loss request for $The maximum food loss reimbursement under Ms [redacted] MPA during a calendar year is $and since Ms [redacted] was sent a food loss check in January for $80.17, the maximum she could be issued was $The request was processed on April 29, 2015, so Ms [redacted] should receive a check within the next two weeksSince we have addressed Ms [redacted] remaining concerns, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolves the issueI hope sears improves their return process and I don't have to involve Revdex.com for small issues like these Sincerely, [redacted]
January 31, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed our review of Ms [redacted] rebuttal complaint regarding her online order experience We provided Ms [redacted] with a prepaid return label to use on the merchandise she returnedWe confirmed that the product was received at Sears’ warehouse on January 27, Therefore, we issued a refund accordingly for the full amount she paid which was $The credit will post to Ms [redacted] account ending in [redacted] within to business daysFor Ms [redacted] records the return receipt number is [redacted] Should Ms [redacted] have any further questions or concerns, she may contact me via emailIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed since a full refund has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 12, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – [redacted] Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction with the performance of her washer and the problem she encountered when she attempted to exchange the washer after the 30-day return period. We have Ms. [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, the policy is for any refund or exchange it must be requested within 30 days. After that there are no options available. Ms. [redacted] states that our technician mentioned that her model washer will not be made any more because it did not hold up to our standard. We apologize if she was misinformed, since most manufacturers discontinue their models on a yearly basis to introduce newer designed models. While we understand that she was dissatisfied with the performance and design of her washer, the fact remains that the washer is operational. As this decision is commensurate to the circumstances, we have closed our file. Again, 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 ***-***- [redacted] direct [redacted] @searshc.com
December 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 recent purchase Store Manager Dan [redacted] provided the following response: We have spoken with Ms [redacted] regarding this issueWhen we spoke, we apologized for what appears to have been a misunderstanding and we offered to provide her with a credit for $75.60, which she acceptedWe also have arranged for service on her dishwasher and washerMs [redacted] indicated that this resolution met with her satisfaction at that timeHowever, should she have any further questions or concerns, she may contact me (Dan) during business hours at [redacted] In light of the aforementioned information, we have closed our file Again, 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
January 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] s complaint regarding her dissatisfaction with the delivery delay of her gas grill and her request for a refund of her delivery fee Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further We researched and the grill arrived at the warehouse from the manufacturer on January 9, 2017, but it was not assembledSince the unit had to be assembled prior to the delivery, the delivery date was rescheduled for January 10, According to Ms [redacted] s order, the delivery fee was $and she was provided a $discount on the delivery fee; therefore, she was charged $for the deliveryWe would like to note that the delivery fee is nonrefundableHowever, for customer satisfaction, we offered to reimburse Ms [redacted] the $and she accepted the offerOn January 30, we issued the $credit to her credit card ending in The credit should post to her account within – business days depending on her banking instituteWith that being said, since we have addressed the issue brought forth in Ms [redacted] s complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ September 24, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have not completed the investigation of Mr[redacted] complaint regarding the alleged damage that was done to his residence upon the delivery of his purchased appliance After receiving Mr[redacted] complaint, we forwarded his complaint to the District Operations ManagerOur investigation continues in this matter and we are awaiting a response and kindly request an additional 7- days to finish the investigation and resolve this complaint 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/SHC Direct - [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not been able to find someone who can match the tilesI do not know what else to do with the issue Thank You [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 Sears Home Services and repairs to her home air conditioning system [redacted] Sears Home Services Support Specialist provided the following response: On September 28, 2016, a Sears Home Services technician was dispatched to Ms [redacted] home to install a previously ordered compressor, condenser motor and a capacitorAfter the repairs were completed the unit was tested and was cooling and was no longer making noiseIf I can be of any further assistance to Ms [redacted] I invite her to contact me directly at [redacted] That said 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Marianne [redacted] # [redacted] Dear MsVirghes: We have completed the investigation of Ms [redacted] ’s complaint regarding repairs to her dishwasherSears Home Services dispatched two technicians to Ms [redacted] ’s home this morning, February 15, 2017, to repair her dishwasherIt is the contention of our technicians that they cannot remove the dishwasher to repair and reinstall without causing damage to Ms [redacted] ’s countertopAlmost years ago, in June of 2008, Sears did have the dishwasher installed by one of our installation contractorsFrom looking at a picture of the countertop where the dishwasher attaches, it looks as though the countertop is failingIt is the Sears technicians contention that we cannot uninstall the dishwasher without possibly causing damage to the countertopWe feel it is important to add that per the terms and conditions of the Repair Protection Agreement (RPA) that covers the dishwasher, it states verbatim: SAFETY AND ACCESSIBILITYIn the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable causeIn order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered ProductFailure to comply with these conditions may be cause for cancellation of this AgreementWe would like to add that the technician’s did ask and Ms [redacted] declined to sign a release, which states verbatim: “In order to repair your appliance, it must be movedThere is a possibility of damage of which you should be made awareAlthough we are careful, many floor covering materials in use today are soft, and appliances tend to depress the floor covering and sometimes will adhere to itMovement can sometimes cause a tear or deep scratches on the flooringIn addition, some buiappliances become wedged too tightly and are difficult, if not impossible to move without marring the surrounding areaIn order to avoid a possible misunderstanding later, please sign this release form below, acknowledging that I discussed this potential with you before moving the appliance” That said we now find ourselves at an impasse with Ms [redacted] We are ready and willing to repair the dishwasher but cannot be responsible to damage to her home due to the aforementioned concernsIf Ms [redacted] would like to cancel her RPA and request a refund, she can contact our Protection Agreement Office at 800-927-Since we cannot move forward, 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 Churchin Regulatory Claims Specialist Sears Holdings Corporation [email protected]
August 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of MsF [redacted] complaint regarding her recent online order experience request for a refund We would first like to apologize for any inconvenience MsF [redacted] experienced with this orderAfter researching further we found that the order was from a Third Party Marketplace sellerThe seller, [redacted] processed a full refund of $on August 3, The credit posted to MsF [redacted] account within to business daysSince a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the installation of a range at a rental property Ms [redacted] was advised that due to the electrical wiring at the rental property not being up to code, our contractor was unable to install the range Sears contractor is not an electrician and was contracted by Sears to install the oven, not to make electrical changes or coded upgradesWe have informed Ms [redacted] that it would be best for her to have an electrician out to the property to address the aforementioned concernsWe have offered to reimburse Ms [redacted] the charges to have the oven installed, an offer Ms [redacted] has declined and she has stated that she will be filing suit against SearsMs [redacted] was provided with the contact information for our corporate officeSince Ms [redacted] is counsel and will be moving forward by filing suit against Sears, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 11, Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: - Sydney [redacted] Dear Ms [redacted] : We have not fully completed our investigation of Ms [redacted] 's complaint regarding her online experience We apologize for the delay in responding to this complaintWe forwarded this matter to the Store and District Manager of Sears Outlet Unit to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may contact the unit directly at (480) [redacted] We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Contact Name and Title: [redacted] October 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation [redacted] complaint regarding his dissatisfaction with Sears Dental First, we would like to apologize to [redacted] for failing her expectations when she recently tried to schedule a follorthodontia appointment for her son, [redacted] [redacted] , [redacted] Orthodontics Manager, spoke with [redacted] today, October 20, 2015, in regard to her concernsAdditionally, [redacted] confirmed that [redacted] ' son is currently scheduled for an appointment at Oak Brook on October 28, Lastly, [redacted] provided [redacted] with her cell number in the event she has any further questionsSince it is our understanding that [redacted] is satisfied with the outcome of her complaint, we ask that this matter be closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) I have been refunded
Revdex.comUnfortunately, we cannot accept this response because from day one we have use the correct laundry detergent, which was recommended to us at the time we purchased the washerFurthermore,, we changed to liquid detergent when we advised by the technicianWe also use the once a month cleaner for the washAs a result of all this not working for us we now use less than the recommended amount of liquid detergentOn the last visit by Kim (tech and repair person) he actually ran a load of clothes without detergent and when the wash was finished the clothes came out with the white residue we have been complaining about all alongWhen we brought it up to his attention he advised us to wash again with detergentAs far as their claim that we overload the washer; that is not true We do not overload the washer, we are very careful and try to even out everything All we want is to be able to use our washer again, not to have to wear clothes with white residue which we find disgustingWhile is true the technician pointed out to us that there was soap build up but that is exactly the problem no matter what soap we use even if we use none the clothes come out with the reside We strongly believe that our washer does not work correctlyand sears should allow us to return it All sears has done is bounce the problem back to us and fault us about using the wrong detergent and overloading the machine, which we have not done.Our washer is a lemon, I wish I could just bring it over to the cross county store where we bought and just leave it there for them because it does no good to keep it home I hope you can sense our frustrationI just cannot understand why they donot accept responsibility Complaint: [redacted] I am rejecting this response because: Sincerely, George [redacted]
October 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of M [redacted] complaint regarding her recent order We have spoken with Ms [redacted] regarding this issueWhen we spoke, we offered to provide her with an exchange and since she chose a cheaper item, the difference will be refunded once the old merchandise is taken awayIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]