January 18, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *** [redacted] We have completed our investigation [redacted] complaint regarding her dissatisfaction with... Sears Home Services. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] ’s concerns to the District Service Manager for further review. On January 14, 2016, the technician returned to Ms. [redacted] ’s home and completed the repair to her refrigerator. Additionally, Customer Service Advocate Stephannie [redacted] submitted a check request for $250.00, which Ms. [redacted] should receive in the next two weeks. Again, we sincerely regret any inconvenience Ms. [redacted] may have experienced due to the delay in repairing her refrigerator. With that said, since we have completed the repair to Ms. [redacted] ’s refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for assembly We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in her order we found that she had previously been in contact with Social Media, Sears’ escalated complaint departmentSocial Media contacted Icon and arranged to have the merchandise assembled on June 23, With that said, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, 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, since assembly was arranged and we have noted Ms [redacted] concerns, 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
Complaint: [redacted] I am rejecting this response because: My issue was/is with the quality of the customer service provided to me by their agentsI chatted two times, called times, in the same day, trying to get the money IMMEDIATELY released that day back into my checking accountNot one of their agents knew what a merchant transaction ID code was in order for me to provide to my banking instituteI do customer service for a living and assist callers with this information all the timeThankfully, my banking institute was gracious enough to accept the email showing that Sears cancelled my order and that a refund was in processI was informed by my banking institute that according to Sears they were to hold my money out until the July 7th at midnight in order for the transaction to be processedMy banking institute completely understood my situation and extreme frustration and accepted the cancellation order and used that to release my money back into my accountSears never notified my banking facility at any point that they were not going to be taking the money out and to release it back into my accountThis is my issue with Sears and their customer service that they provide I was the one that was able to get my money backSears did not and was not willing to help with my refund Sincerely, Lawanda I***
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: James A [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a television purchased from SearsI spoke with Mr [redacted] on October 19, 2016, and informed him that he should ensure that his TV was connected to his cable box using an HDMI cableMr [redacted] informed me that he was using a component cable, which would not give him a true digital signal I confirmed that Mr [redacted] had received an email sent to him while we were on the phoneSince we spoke on the 19th, Mr [redacted] has not reached out to me, therefore I can only assume he has upgraded his source to a digital sourceIf I can be of any additional assistance to Mr [redacted] , he has my contact informationThat said we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] ***atory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
October 2, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] * Lula J***Dear [redacted] We have completed the investigation of MsJ [redacted] complaint regarding the mattress set that she purchased on July 9, 2017.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesWhen a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock feeAfter the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In MsJ [redacted] case, our records show that on August 10, she called customer service to report that the delivered mattress set was saggingCustomer service offered a comfort exchange and informed her of the 15% restock and delivery fee or MsJ [redacted] could submit a warranty exchange request to determine if the delivered mattress set was defective, she would not be liable for the restock fee of 15%Only the delivery feeMsJ [redacted] decided to submit a warranty exchange and provided the necessary documentation to determine if she qualifiedOnce customer service received the pictures from MsJ [redacted] customer service informed her that she did not qualifySince MsJ [redacted] was within the return window, she requested a piwith no feesCustomer service advised her the restock and delivery are fees that cannot be waivedWhile we understand that MsJ [redacted] would like us to waive Sears ‘return policy on her purchased mattress set, it is applicable nationwide to all of our customers that return a mattress or submit a warranty exchange requestTo waive this for MsJ [redacted] in the absence of extenuating circumstances that would warrant this, and not for others, would not only not be fair to all, but it could open us up to claims of discriminationSince MsJ [redacted] submitted her complaint within the return window, we would be willing to extend the period until October 06, 2017, any date after would void the offerShould MsJ [redacted] decide to change her mind before October 06, 2017, she may contact me directly at [redacted] and I would gladly process her pick upSince we have provided MsJ [redacted] a direct contact should she accept our offer, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
October 31, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Norma [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Carpet Cleaning First, we would like to apologize to Ms [redacted] for failing her expectations in regard to a recently scheduled cleaning appointmentWe sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted Rhonda [redacted] with Sears Carpet Cleaning for assistance Ms [redacted] subsequently forwarded the matter to the local office to address Accordingly, the local office spoke with Ms [redacted] and offered to schedule another appointment Ms [redacted] accepted and received service on October 28, It is our understanding that Ms [redacted] is satisfied with the results of the cleaning and as a conciliatory gesture for not keeping the initial appointment; the service was discounted 10% Since we have addressed Ms [redacted] concerns with Sears Carpet Cleaning, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Becky [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding Sears Home Services and repairs to her father's refrigerator Chris [redacted] , Sears Home Services, Support Specialist, provided the following response: We value Ms [redacted] 's patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home ServicesWe can assure Ms [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that we failed her service related expectations in regards to the repair of her father's refrigeratorSears has processed three checks for Mr [redacted] 's; the first is for $for food loss reimbursementThe next two checks total $949.32; this is to reimburse Mr [redacted] for the out of pocket monies spent when he had to have his refrigerator repairedThe aforementioned checks should be received by Mr [redacted] in the next 10/daysThat said we ask that this complaint be 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) The business resolved the manner in a timely mannerThe staff that contacted me were professional and effectiveWhile it is unfortunatle that I had to engage the Revdex.com, I am extremely grateful for your service as I think the probability of having this issue resolved otherwise was limited as local management was uninterested in engaging to understand the root issue
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his freezerMr [redacted] was contacted by [redacted] manager of the Hometown Sears store in [redacted] and offered a new freezer or a refundMr [redacted] returned the freezer to the store and received a full refundWe apologize to Mr [redacted] for the inconvenience he encountered during the repair processSince Mr [redacted] has returned the freezer and has received a refund, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
RevDex.com: I will accept the full refund of the extended warranty. ty. I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and receipt of a partial refund for her cancelled order It is unfortunate that we failed Mrs [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have sent an email directly to Mrs [redacted] to inform her that we issued a refund of $by check on May 18, Mrs [redacted] is expected to receive this amount in separate checks of $250.00, $250.00, and $76.44, at the address she provided with her order within fifteen business days from the issue date She is welcome to reply to our email if she has any further questions about this issue or her refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mrs [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Monica V [redacted]
August 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrT [redacted] complaint regarding his recent online order experience and request for a full refund It is unfortunate that we failed MrT [redacted] expectations as we value his patronageWe can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted We can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experienced After reviewing the notes in the order, we confirmed a full refund has been issuedMrThomas paid a total of $using his [redacted] account ending in [redacted] For MrT [redacted] records the following are the credits that were issued: 7/28/ [redacted] $50.00- 8/01/ [redacted] $9.53- 8/01/ [redacted] $18.11- 8/01/ [redacted] $14.30- 8/01/ [redacted] $28.61- 8/10/ [redacted] $250.00- 8/10/ [redacted] $132.98- 8/10/ [redacted] $250.00- 8/10/ [redacted] $250.00- 8/10/ [redacted] $250.00- 8/10/ [redacted] $250.00- Additionally, we hope that in the future MrThomas will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since we have noted MrT [redacted] concerns and 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
June 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] *** Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent order We have reviewed Ms [redacted] issue and found that there is an issue with the pages for the items she purchasedThe seller’s return policy was not visibleInstead, only the Sears return policy was notedWe want to assure Ms [redacted] that we are actively taking steps to resolve this issueAccording to our records, Ms [redacted] request was received within the timer period noted in our return policyAs a result, we have issued a refund for all of the items except the one Ms [redacted] wished to keepThe $shipping fee was not refunded on one of the dresses since it was not damaged or defectiveThese credits should reflect within 3-business daysMs [redacted] may dispose of the dresses as she sees fitIn closure, we apologize for the misunderstanding and since we have granted Ms [redacted] request, we respectfully ask that this matter be considered closed 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]
August 29, Jose G [redacted] Our File No: [redacted] Revdex.com File No: [redacted] / Jose G [redacted] Via 1st Class US Postage Via Email: [redacted] Via Email: Revdex.com Website Dear MrG***, This letter provides you a response to your rebuttal letterI apologized for any misunderstanding regarding the siding serviceOur project coordinator, Nenita M [redacted] is attempting to schedule the service with youPlease contact us at your earliest convenience As I stated previously, I have confirmed with ***Sears that your account has been adjusted to reflect the month interest accrues, promo and the account is in good standingPlease contact [redacted] at [redacted] to get any account updates regarding your [redacted] account at your convenienceWe will not address the [redacted] account concern again as it has been resolved If you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Revdex.com Website
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding the coverage of their Sears Appliance warranty It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to failThe second most common situation is when you have what is called “Boil Over”This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burnerThis is due to improper use and maintenance and occurs over time and not all at onceConsidering Ms [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurredBased on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section cRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature We would like to point out that Ms [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, and was refunded the appropriate amount based on the Terms and Conditions of the MPASince Ms [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA 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] March 14, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] ’s complaint regarding service coverage under her Master Protection AgreementIt is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to failThe second most common situation is when you have what is called “Boil Over”This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burnerThis is due to improper use and maintenance and occurs over time and not all at onceConsidering Ms [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurredBased on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section cRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature We would like to point out that Ms [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, and was refunded the appropriate amount based on the Terms and Conditions of the MPASince Ms [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA we have closed our caseWe 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 concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted]
[redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL Re: [redacted] Dear MsVirghes: We have completed the investigation of Mr [redacted] complaint regarding a Sears Auto Center Groupon[redacted] Manager of the Tucson Sears Auto Center provided the following response: We received Mr [redacted] complaint on Monday, January 16, and I contacted him later that morningDuring the conversation I invited Mr [redacted] into the Auto Center to receive the services he states he did not receive as well as receiving a refundMr [redacted] declined my offer to return to the auto centerIn his complaint Mr [redacted] notes that as a resolution he would like a refund of $23.75, we have processed a refund in the aforementioned amount and expect the back check to arrive at Mr [redacted] home in the next 7-daysSince we have noted our response and will be refunding Mr [redacted] we ask that this complaint be closedWe 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 Claims SpecialistSears Holdings Corporation [redacted] y here
Complaint: [redacted] I am rejecting this response because: I will accept the response about the refund I was forced to reach out to the CC company because of the delay in getting this feedback from Sears I am confident my CC company will support me on this.However, in terms of the burner, I do NOT accept the response Sears sold me a range that had faulty burner installed How can we avoid this in the future if we do not hold the company accountable for this? Moreover, when the repair came back to install the parts, the total time it took to install was mins I was charged $for the total repair (not including the $initial fee) Does SEARS charge over $232/hr for repairs? I have purchased Sears products for a long time This has left a stain on my impression of them Sincerely, Agnam M***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding multiple services on his [redacted] Refrigerator Upon receipt of Mr [redacted] complaint, we found that he had been authorized for a replacement of the refrigeratorThis was processed on July 8, and is set for delivery on July 20, If Mr [redacted] is still in need of assistance he need only contact Sears customer care and reference his case # [redacted] Since we have replaced Mr [redacted] refrigerator we have closed this complaint We apologize to Mr [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]
January 18, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *** [redacted] We have completed our investigation [redacted] complaint regarding her dissatisfaction with... Sears Home Services. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] ’s concerns to the District Service Manager for further review. On January 14, 2016, the technician returned to Ms. [redacted] ’s home and completed the repair to her refrigerator. Additionally, Customer Service Advocate Stephannie [redacted] submitted a check request for $250.00, which Ms. [redacted] should receive in the next two weeks. Again, we sincerely regret any inconvenience Ms. [redacted] may have experienced due to the delay in repairing her refrigerator. With that said, since we have completed the repair to Ms. [redacted] ’s refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for assembly We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in her order we found that she had previously been in contact with Social Media, Sears’ escalated complaint departmentSocial Media contacted Icon and arranged to have the merchandise assembled on June 23, With that said, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, 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, since assembly was arranged and we have noted Ms [redacted] concerns, 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
Complaint: [redacted] I am rejecting this response because: My issue was/is with the quality of the customer service provided to me by their agentsI chatted two times, called times, in the same day, trying to get the money IMMEDIATELY released that day back into my checking accountNot one of their agents knew what a merchant transaction ID code was in order for me to provide to my banking instituteI do customer service for a living and assist callers with this information all the timeThankfully, my banking institute was gracious enough to accept the email showing that Sears cancelled my order and that a refund was in processI was informed by my banking institute that according to Sears they were to hold my money out until the July 7th at midnight in order for the transaction to be processedMy banking institute completely understood my situation and extreme frustration and accepted the cancellation order and used that to release my money back into my accountSears never notified my banking facility at any point that they were not going to be taking the money out and to release it back into my accountThis is my issue with Sears and their customer service that they provide I was the one that was able to get my money backSears did not and was not willing to help with my refund Sincerely, Lawanda I***
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: James A [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a television purchased from SearsI spoke with Mr [redacted] on October 19, 2016, and informed him that he should ensure that his TV was connected to his cable box using an HDMI cableMr [redacted] informed me that he was using a component cable, which would not give him a true digital signal I confirmed that Mr [redacted] had received an email sent to him while we were on the phoneSince we spoke on the 19th, Mr [redacted] has not reached out to me, therefore I can only assume he has upgraded his source to a digital sourceIf I can be of any additional assistance to Mr [redacted] , he has my contact informationThat said we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] ***atory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
October 2, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] * Lula J***Dear [redacted] We have completed the investigation of MsJ [redacted] complaint regarding the mattress set that she purchased on July 9, 2017.We would like to clarify that there are two ways we can process a mattress exchange for our customersThe first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases days though some manufacturers offer an extended period for foam style mattressesWhen a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock feeAfter the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warrantyFor the latter, the only way to submit a claim is to comply with the claims processThis involves taking specific pictures that are required to support the claimWe feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In MsJ [redacted] case, our records show that on August 10, she called customer service to report that the delivered mattress set was saggingCustomer service offered a comfort exchange and informed her of the 15% restock and delivery fee or MsJ [redacted] could submit a warranty exchange request to determine if the delivered mattress set was defective, she would not be liable for the restock fee of 15%Only the delivery feeMsJ [redacted] decided to submit a warranty exchange and provided the necessary documentation to determine if she qualifiedOnce customer service received the pictures from MsJ [redacted] customer service informed her that she did not qualifySince MsJ [redacted] was within the return window, she requested a piwith no feesCustomer service advised her the restock and delivery are fees that cannot be waivedWhile we understand that MsJ [redacted] would like us to waive Sears ‘return policy on her purchased mattress set, it is applicable nationwide to all of our customers that return a mattress or submit a warranty exchange requestTo waive this for MsJ [redacted] in the absence of extenuating circumstances that would warrant this, and not for others, would not only not be fair to all, but it could open us up to claims of discriminationSince MsJ [redacted] submitted her complaint within the return window, we would be willing to extend the period until October 06, 2017, any date after would void the offerShould MsJ [redacted] decide to change her mind before October 06, 2017, she may contact me directly at [redacted] and I would gladly process her pick upSince we have provided MsJ [redacted] a direct contact should she accept our offer, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
October 31, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Norma [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Carpet Cleaning First, we would like to apologize to Ms [redacted] for failing her expectations in regard to a recently scheduled cleaning appointmentWe sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted Rhonda [redacted] with Sears Carpet Cleaning for assistance Ms [redacted] subsequently forwarded the matter to the local office to address Accordingly, the local office spoke with Ms [redacted] and offered to schedule another appointment Ms [redacted] accepted and received service on October 28, It is our understanding that Ms [redacted] is satisfied with the results of the cleaning and as a conciliatory gesture for not keeping the initial appointment; the service was discounted 10% Since we have addressed Ms [redacted] concerns with Sears Carpet Cleaning, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Becky [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding Sears Home Services and repairs to her father's refrigerator Chris [redacted] , Sears Home Services, Support Specialist, provided the following response: We value Ms [redacted] 's patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home ServicesWe can assure Ms [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that we failed her service related expectations in regards to the repair of her father's refrigeratorSears has processed three checks for Mr [redacted] 's; the first is for $for food loss reimbursementThe next two checks total $949.32; this is to reimburse Mr [redacted] for the out of pocket monies spent when he had to have his refrigerator repairedThe aforementioned checks should be received by Mr [redacted] in the next 10/daysThat said we ask that this complaint be 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
I resolved this issue with Sears on 9/11/It needs no further attentionThank you
(The consumer indicated he/she ACCEPTED the response from the business.) The business resolved the manner in a timely mannerThe staff that contacted me were professional and effectiveWhile it is unfortunatle that I had to engage the Revdex.com, I am extremely grateful for your service as I think the probability of having this issue resolved otherwise was limited as local management was uninterested in engaging to understand the root issue
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his freezerMr [redacted] was contacted by [redacted] manager of the Hometown Sears store in [redacted] and offered a new freezer or a refundMr [redacted] returned the freezer to the store and received a full refundWe apologize to Mr [redacted] for the inconvenience he encountered during the repair processSince Mr [redacted] has returned the freezer and has received a refund, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
RevDex.com: I will accept the full refund of the extended warranty. ty. I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and receipt of a partial refund for her cancelled order It is unfortunate that we failed Mrs [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have sent an email directly to Mrs [redacted] to inform her that we issued a refund of $by check on May 18, Mrs [redacted] is expected to receive this amount in separate checks of $250.00, $250.00, and $76.44, at the address she provided with her order within fifteen business days from the issue date She is welcome to reply to our email if she has any further questions about this issue or her refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mrs [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Monica V [redacted]
August 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrT [redacted] complaint regarding his recent online order experience and request for a full refund It is unfortunate that we failed MrT [redacted] expectations as we value his patronageWe can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted We can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experienced After reviewing the notes in the order, we confirmed a full refund has been issuedMrThomas paid a total of $using his [redacted] account ending in [redacted] For MrT [redacted] records the following are the credits that were issued: 7/28/ [redacted] $50.00- 8/01/ [redacted] $9.53- 8/01/ [redacted] $18.11- 8/01/ [redacted] $14.30- 8/01/ [redacted] $28.61- 8/10/ [redacted] $250.00- 8/10/ [redacted] $132.98- 8/10/ [redacted] $250.00- 8/10/ [redacted] $250.00- 8/10/ [redacted] $250.00- 8/10/ [redacted] $250.00- Additionally, we hope that in the future MrThomas will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since we have noted MrT [redacted] concerns and 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
June 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] *** Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent order We have reviewed Ms [redacted] issue and found that there is an issue with the pages for the items she purchasedThe seller’s return policy was not visibleInstead, only the Sears return policy was notedWe want to assure Ms [redacted] that we are actively taking steps to resolve this issueAccording to our records, Ms [redacted] request was received within the timer period noted in our return policyAs a result, we have issued a refund for all of the items except the one Ms [redacted] wished to keepThe $shipping fee was not refunded on one of the dresses since it was not damaged or defectiveThese credits should reflect within 3-business daysMs [redacted] may dispose of the dresses as she sees fitIn closure, we apologize for the misunderstanding and since we have granted Ms [redacted] request, we respectfully ask that this matter be considered closed 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]
August 29, Jose G [redacted] Our File No: [redacted] Revdex.com File No: [redacted] / Jose G [redacted] Via 1st Class US Postage Via Email: [redacted] Via Email: Revdex.com Website Dear MrG***, This letter provides you a response to your rebuttal letterI apologized for any misunderstanding regarding the siding serviceOur project coordinator, Nenita M [redacted] is attempting to schedule the service with youPlease contact us at your earliest convenience As I stated previously, I have confirmed with ***Sears that your account has been adjusted to reflect the month interest accrues, promo and the account is in good standingPlease contact [redacted] at [redacted] to get any account updates regarding your [redacted] account at your convenienceWe will not address the [redacted] account concern again as it has been resolved If you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Revdex.com Website
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding the coverage of their Sears Appliance warranty It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to failThe second most common situation is when you have what is called “Boil Over”This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burnerThis is due to improper use and maintenance and occurs over time and not all at onceConsidering Ms [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurredBased on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section cRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature We would like to point out that Ms [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, and was refunded the appropriate amount based on the Terms and Conditions of the MPASince Ms [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA 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] March 14, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] ’s complaint regarding service coverage under her Master Protection AgreementIt is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to failThe second most common situation is when you have what is called “Boil Over”This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burnerThis is due to improper use and maintenance and occurs over time and not all at onceConsidering Ms [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurredBased on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section cRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature We would like to point out that Ms [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, and was refunded the appropriate amount based on the Terms and Conditions of the MPASince Ms [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA we have closed our caseWe 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 concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted]
[redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL Re: [redacted] Dear MsVirghes: We have completed the investigation of Mr [redacted] complaint regarding a Sears Auto Center Groupon[redacted] Manager of the Tucson Sears Auto Center provided the following response: We received Mr [redacted] complaint on Monday, January 16, and I contacted him later that morningDuring the conversation I invited Mr [redacted] into the Auto Center to receive the services he states he did not receive as well as receiving a refundMr [redacted] declined my offer to return to the auto centerIn his complaint Mr [redacted] notes that as a resolution he would like a refund of $23.75, we have processed a refund in the aforementioned amount and expect the back check to arrive at Mr [redacted] home in the next 7-daysSince we have noted our response and will be refunding Mr [redacted] we ask that this complaint be closedWe 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 Claims SpecialistSears Holdings Corporation [redacted] y here
Complaint: [redacted] I am rejecting this response because: I will accept the response about the refund I was forced to reach out to the CC company because of the delay in getting this feedback from Sears I am confident my CC company will support me on this.However, in terms of the burner, I do NOT accept the response Sears sold me a range that had faulty burner installed How can we avoid this in the future if we do not hold the company accountable for this? Moreover, when the repair came back to install the parts, the total time it took to install was mins I was charged $for the total repair (not including the $initial fee) Does SEARS charge over $232/hr for repairs? I have purchased Sears products for a long time This has left a stain on my impression of them Sincerely, Agnam M***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding multiple services on his [redacted] Refrigerator Upon receipt of Mr [redacted] complaint, we found that he had been authorized for a replacement of the refrigeratorThis was processed on July 8, and is set for delivery on July 20, If Mr [redacted] is still in need of assistance he need only contact Sears customer care and reference his case # [redacted] Since we have replaced Mr [redacted] refrigerator we have closed this complaint We apologize to Mr [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]