Initial Business Response /* (1000, 5, 2015/07/22) */
July 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***-Suzanne ***
Dear Ms***:
We have completed the investigation of Ms*** complaint
regarding her tractor
As clarification, we have reviewed our files and there is mention of providing Ms*** with a refund for her baggerAccording to our return policy, a refund could only be sought within days from the date of purchase; therefore, we are not obligated to honor her requestThat said, we appreciate Ms*** patronage and we are willing to offer to exchange the bagger she has for the one that fits her replacement tractor, item The difference in price is roughly $Although we are unable to provide a refund for that cost, we can send a $gift cardIf this offer is not feasible, we can provide a refund for the bagger once it has been returned, but a 15% restocking fee would applyShould Ms*** wish to accept one of our offers, I may be reached readily via email during business hours at the address listed belowSince we are not obligated to honor Ms*** request due to the aforementioned reasons, we respectfully ask that this matter be considered closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) 248-
Tammie.***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the response for the exchange of the bagger with the $gift card for the differencePlease advise how this bagger is to be returned as we have no box for itAlso please let us know what procedure will be followed do the return of the old one and deliver the new oneWe appreciate your time in resolving this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11598510, and find that this resolution is satisfactory to me
Sincerely,
Kelly ***
April 4,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return a ring within the day return period
As clarification, our return policy states, “Some items with open packaging or labels & tags that have been removed are not eligible for returnThese include folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry & watchesThey are not eligible for return, but may be eligible for exchange of an identical item or a substantially similar item of equal value.”
We contacted Ms*** and discussed her concernsWe apologize for any frustration that she may have experienced and advised her that the store was just adhering to the return policyShe confirmed that her husband contacted the store manager and they agreed on accepting the return and a refund was issued on March 19, However, she mentioned that the managers that she was working with were rude and unprofessionalWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms*** expectationsWe can assure Ms*** that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
It took a month and a half to resolve and without my complaint to the Revdex.com I am not sure it would have been taken care ofThank you for your help in resolving this matter
Sincerely,
*** ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Jason *** #9457***
Dear Ms
***:
We have completed the investigation of Mr*** complaint regarding Sears Home Service sand repairs to his refrigerator
We have processed an in warranty exchange and Mr*** new refrigerator has been ordered and is scheduled to be delivered to his home on September 25, There was no additional cost to Mr***Since it is our understanding that Mr*** was satisfied with having his refrigerator replaced, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
June 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent order According to our recordsMr*** request was granted and his tires were installed on June 22, As such, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear *** *** We have completed the investigation of Ms***’s complaint regarding her property damage claim with ***Due to the
nature of Ms*** concerns, a claim was opened with ***, our third-party claims adjusterIf Ms*** has any questions regarding her claim, she can contact *** ***, her claims examiner at *** and reference claim # ***As clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***’s actions; their decision on any claim is final. In the interim, since Ms*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our fileIt is our understanding that Ms*** is in communication with her claims examiner and they are moving forward with the investigationWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding the cancellation of his
dishwasher repair First, we would like to apologize to Mr*** for failing his expectations when he recently scheduled service for his dishwasher. Unfortunately, there are times when a repair will need to be rescheduled due to unforeseen circumstances, such a technician not being able to complete all the calls on his route because of an unexpected lengthy repair, because a technician’s route was inadvertently overbooked, or because a technician called in sick. In Mr*** case, it appears that the technician was overbooked. However, it appears that the agent who spoke with Mr*** misinformed him that the technician had come by his home and noted the call as “not home”. We have sent feedback on this agent so that the appropriate coaching can be provided to prevent further issues such as this from recurring Our records show that Mr*** has not rescheduled his appointment, but we hope he will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation upon. In an effort to retain Mr*** patronage and to express our sincerest apologies, we have submitted a request for a $gift card. Mr*** should receive it in the mail within the next two to three weeks and is welcome to use it at his local Sears or online. In the interim, since we have documented Mr*** concerns with the repair/scheduling process, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Tell us why here...August 23,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com Case #: ***/ Derek *** ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerMr*** ***’s refund check for his HVAC installation was mailed via 1st class mail on 08/09/I received an email form him on 08/16/stating he had received the check
At this time I am closing my filePlease know that we value Mr*** *** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x or via email at Jeanne.***@searshomepro.com
Jeanne ***
SHIP/HI Regulatory Complaint Specialist
cc: Derek *** ***/1st class US Postage
Tell us why here...November 4,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: 11782298/ Maria and Seth ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe made repairs to Mr*** hvac on 11/03/I spoke to Mrs*** on 11/03/16, who verified the unit is working and she is satisfied
If you have any questions or concerns, please contact me at 800-222-x *** or via email at Jeanne.***@searshomepro.com
Sincerely,
*** Freeman
SHIP/HI Regulatory Complaint Specialist
cc: Maria and Seth ***
June 16,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** 2nd rebuttal regarding his power washer that has failed
We have received Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the repair of his power washer, we are unable to grant his request for compensation to replace his power washer. The fact remains if the unit had been used less than hours, the oil would not have been dirty. The viscosity breakdown and darker color does not happen unless the unit is used for an extended period of time. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr*** case we do apologize that we failed his expectations, but we will not be replacing his power washer and our decision is final.
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
May 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home ServicesFirst, we would like to apologize to ***
*** for failing her expectations in regard to the repair of her laundry center. Additionally, we would like to assure *** *** 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 sincerely regret any inconvenience we may have caused *** ***In accordance with *** *** request, we scheduled a senior technician to examine her dryer. On May 4, 2016, the technician examined the dryer and found no mechanical problems with the unitHowever, he found that the lint trap was dirty, which he subsequently cleaned. Additionally, he found that *** *** was not drying the clothes properly; she was not using the correct setting and mixing clothes with towels. He instructed *** *** to dry the towels separately and what settings to use. Based upon the technician’s findings, a replacement laundry center is not warranted. As this decision is commensurate to the circumstances, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
I never gave your company my email so you weren't authorized to contact me in the first place so stop buying our email addresses I will never ever purchase anything from a sears owned company iCompweblaint: ***
I am rejecting this response because:
Sincerely,
Stephanie ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the efficiency of this service that has been able to get someone from Sears to reply and acknowledge the poor service they have provided to meThe apology is well written but I do not see a clear indication that
Sears is really taking actions to fix the communication channels with their CustomersI feel sorry for the future victimsAnyway, my problem is solvedNot by Sears of courseMy insurance company waived the payment of the deductible that I had already paid to Sears and gave me the option to have the repair done by another companyIn less than hours my garage door was fixed
thank you
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially because we DID NOT receive our mutually agreed upon compensation from Sears within the agreed upon time frame for our acceptance of a refrigerator that was damaged during delivery we were forced to filed a complaint with the Revdex.comThanks to the Revdex.com the compensation has finally occurredWe are very thankful that an organization such as the Revdex.com exists to help consumers, such as ourselves, in resolving issues with businessesThank You:-)
May 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the multiple repairs on her range and her safety
concern that the unit turned on by itself
We apologize that Ms*** range failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldAccording to our records, the range was purchased on December 27, and she requested service due to the switch problem with the range on January 13, Our technician ordered and installed the parts; the repair was completed on January 31, A few months later, on April 24, Ms*** requested service againRegrettably, it took our technician several attempts and parts to complete the repairOur records indicate that on May 16, our technician installed the final part and the repair was completed
We contacted Ms*** and she confirmed that the repair was completedHowever, she mentioned her concern that the oven is still over-heating and her concern that the oven had previously turned on by itself with the switch in the off positionDue to the continued issue and the multiple repair attempts, we offered to exchange the range; she accepted the offerMs*** stated that she will make a selection next week and will contact me to complete the exchangeWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
September 9,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #- Kenny ***
Dear Ms***:
We have completed the investigation of Mr***' complaint regarding our technician not making it to his home during the time window scheduled of 1:00-5:and then the subsequent cancelation of the call when it became apparent the technician would be unable to arrive on that date at all
We would first like to apologize for the delay in responding to Mr***' complaintThe Revdex.com recently changed the system through which we receive complaints and there were some that dropped out of site, while still needing to be answeredThis was fixed by the Revdex.com but then caused us to have a bit of a back-log that delayed our response
With that said, we have reviewed Mr***' concerns and apologize that we were unable to meet our scheduled commitmentAs with any business that deals with appointments there is always a chance that a call might have to be rescheduled due to another call that ran considerably over the time allotted and/or that everyone scheduled to work may not have made it inThe technician that called Mr*** in the evening is not necessarily the same technician that might have been assigned his call earlier in the dayThere is a point that even our technicians have to call it a day, and we cannot require them to continue working so far past their scheduled time
In Mr***' case, it is hard for us to piece together what might have happened earlier in the day that caused his appointment to have to be canceledWe do know though that as an expression of our apologies for not being able to provide service on the originally scheduled date, Mr*** was offered a discount of $He seems to dismiss this as a minor accommodation when in fact it is quite a substantial one from our perspectiveIn his complaint he says he will not do business with us no matter what is offered, so at this point we are unsure as to what resolution he may be seekingIf he would still like to have us complete a repair for him, we would be happy to expedite a repair date and have the service unit watch over it to ensure the call is completed without incidentWe would also be willing to increase the offer to cover our estimate fee of $In this way, if Mr*** were to decline our estimate and choose to not have the appliance repaired, he would not be out any monies as we would cover that fee and if he accepts then he would receive a $deduction off the price of our laborOther than this, we do not see that any other resolution is feasible but we are certainly open to suggestionsIn the interim, since we remain willing to provide service if Mr*** still requires assistance, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: Dana.***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a service call to repair her garage door openerWhen I spoke
with *** ***, it was agreed that we would have her garage door opener serviced on Friday, April 29th before 1pm. When the technician contacted *** *** to advise of his arrival time she stated that she was to be scheduled on Saturday the 30thThe local office was booked with appointments and informed *** *** that they were unable to service her on Saturday*** *** was not pleased with not being able to have service on Saturday and became agitated and used inappropriate languageSears Garage Solutions is no longer wants to send a technician to *** ***’s home due to the issues surrounding this service call and concerns noted in her complaint If *** *** would like to discuss this issue, she can reach out Garage Solutions Customer Service Department at *** That said we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear MsVirghes:
We have completed the investigation of Mr*** complaint that he filed on behalf of his daughter, Mandy ***, regarding the
multiple repairs on her refrigerator
It is unfortunate that we failed Ms*** expectations when she recently scheduled service for her refrigeratorWe reviewed the service orders related to Ms*** refrigeratorOur records indicate that Ms*** purchased the refrigerator on March 13, and the manufacturer’s one year warranty expired on March 20, There are no service orders or issues reported during the manufacturer’s warranty coverageOn April 13, Ms*** reported that the refrigerator was not making ice or coolingOur technician assessed the refrigerator and determined that the adaptive defrost was not workingOur technician installed the part on April 30, and informed Ms*** that it could take hours to start coolingMs*** paid $for the parts, diagnostic fee and labor
One month later, Ms*** called again to report that issue had returnedWe would like to note that Sears has a 90-day service guarantee on repairs because sometimes a unit may have an intermittent problem or may have another part failure related to the issueOn June 10, our tech returned and resealed the cabinet around the door; at no additional chargeOn June 17, Ms*** reported that the refrigerator was not cooling againOur technician returned and found the drain plug was cloggedHe cleared the drain plug at no additional charge for the serviceRegrettably, Ms*** continued to have a problem with the refrigerator not coolingUpon receipt of the complaint from your agency, on July 7, we contacted Ms*** to discuss her concernsWe explained that the refrigerator was no longer under the manufacturer’s warrantyWe informed her that the repair was still within our day service guarantee and offered to schedule serviceMs*** stated that she already had repairs and had already purchased another refrigerator that would be delivered on July 13, Ms*** agreed to schedule service to allow our technician another attempt to repair the refrigerator and service was set for July 9, Our technician returned and contacted our Strategic Technical Assistance Center (STAC) to report his findingsThe freezer was at degrees but the refrigerator would not go below degreesThey confirmed that the evaporator drain was cleared, that the door was sealed, and changed the control defrostOur technician checked behind the tower to check for ice formation, check the fan, and any restrictionsAfter reviewing the technician’s findings, it was determined that the thermostat would need to be replacedThe information was provided to Ms*** and the notes indicate that she refused to continue with the service because she did not trust another repairOur technician was instructed to return the parts for a refund
Due to the inconvenience and for customer satisfaction, Tech Manager *** *** has authorized for a full refund of the initial service orderAs clarification, the minimum diagnostic fee is non refundable and in Ms*** case the diagnostic fee was $Ms*** confirmed that we would refund the diagnostic fee as wellWe informed Ms*** that she would receive a refund of $As for Mr*** request for a refund of the refrigerator and food loss is concern, we did not find that this was warranted, particularly since the refrigerator is no longer under warranty and Ms*** was issued a full refund on the serviceAs this decision is commensurate to the circumstances, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We
have completed our investigation regarding Mr*** complaint regarding his screwdriver We have provided Mr*** with a replacement screwdriver and he indicated that he was satisfiedAccordingly, we respectfully ask that this matter be considered closed. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 5, 2015/07/22) */
July 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***-Suzanne ***
Dear Ms***:
We have completed the investigation of Ms*** complaint
regarding her tractor
As clarification, we have reviewed our files and there is mention of providing Ms*** with a refund for her baggerAccording to our return policy, a refund could only be sought within days from the date of purchase; therefore, we are not obligated to honor her requestThat said, we appreciate Ms*** patronage and we are willing to offer to exchange the bagger she has for the one that fits her replacement tractor, item The difference in price is roughly $Although we are unable to provide a refund for that cost, we can send a $gift cardIf this offer is not feasible, we can provide a refund for the bagger once it has been returned, but a 15% restocking fee would applyShould Ms*** wish to accept one of our offers, I may be reached readily via email during business hours at the address listed belowSince we are not obligated to honor Ms*** request due to the aforementioned reasons, we respectfully ask that this matter be considered closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) 248-
Tammie.***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the response for the exchange of the bagger with the $gift card for the differencePlease advise how this bagger is to be returned as we have no box for itAlso please let us know what procedure will be followed do the return of the old one and deliver the new oneWe appreciate your time in resolving this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11598510, and find that this resolution is satisfactory to me
Sincerely,
Kelly ***
April 4,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return a ring within the day return period
As clarification, our return policy states, “Some items with open packaging or labels & tags that have been removed are not eligible for returnThese include folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry & watchesThey are not eligible for return, but may be eligible for exchange of an identical item or a substantially similar item of equal value.”
We contacted Ms*** and discussed her concernsWe apologize for any frustration that she may have experienced and advised her that the store was just adhering to the return policyShe confirmed that her husband contacted the store manager and they agreed on accepting the return and a refund was issued on March 19, However, she mentioned that the managers that she was working with were rude and unprofessionalWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms*** expectationsWe can assure Ms*** that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
It took a month and a half to resolve and without my complaint to the Revdex.com I am not sure it would have been taken care ofThank you for your help in resolving this matter
Sincerely,
*** ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Jason *** #9457***
Dear Ms
***:
We have completed the investigation of Mr*** complaint regarding Sears Home Service sand repairs to his refrigerator
We have processed an in warranty exchange and Mr*** new refrigerator has been ordered and is scheduled to be delivered to his home on September 25, There was no additional cost to Mr***Since it is our understanding that Mr*** was satisfied with having his refrigerator replaced, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
June 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent order According to our recordsMr*** request was granted and his tires were installed on June 22, As such, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear *** *** We have completed the investigation of Ms***’s complaint regarding her property damage claim with ***Due to the
nature of Ms*** concerns, a claim was opened with ***, our third-party claims adjusterIf Ms*** has any questions regarding her claim, she can contact *** ***, her claims examiner at *** and reference claim # ***As clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***’s actions; their decision on any claim is final. In the interim, since Ms*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our fileIt is our understanding that Ms*** is in communication with her claims examiner and they are moving forward with the investigationWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding the cancellation of his
dishwasher repair First, we would like to apologize to Mr*** for failing his expectations when he recently scheduled service for his dishwasher. Unfortunately, there are times when a repair will need to be rescheduled due to unforeseen circumstances, such a technician not being able to complete all the calls on his route because of an unexpected lengthy repair, because a technician’s route was inadvertently overbooked, or because a technician called in sick. In Mr*** case, it appears that the technician was overbooked. However, it appears that the agent who spoke with Mr*** misinformed him that the technician had come by his home and noted the call as “not home”. We have sent feedback on this agent so that the appropriate coaching can be provided to prevent further issues such as this from recurring Our records show that Mr*** has not rescheduled his appointment, but we hope he will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation upon. In an effort to retain Mr*** patronage and to express our sincerest apologies, we have submitted a request for a $gift card. Mr*** should receive it in the mail within the next two to three weeks and is welcome to use it at his local Sears or online. In the interim, since we have documented Mr*** concerns with the repair/scheduling process, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Tell us why here...August 23,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com Case #: ***/ Derek *** ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerMr*** ***’s refund check for his HVAC installation was mailed via 1st class mail on 08/09/I received an email form him on 08/16/stating he had received the check
At this time I am closing my filePlease know that we value Mr*** *** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x or via email at Jeanne.***@searshomepro.com
Jeanne ***
SHIP/HI Regulatory Complaint Specialist
cc: Derek *** ***/1st class US Postage
Tell us why here...November 4,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: 11782298/ Maria and Seth ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe made repairs to Mr*** hvac on 11/03/I spoke to Mrs*** on 11/03/16, who verified the unit is working and she is satisfied
If you have any questions or concerns, please contact me at 800-222-x *** or via email at Jeanne.***@searshomepro.com
Sincerely,
*** Freeman
SHIP/HI Regulatory Complaint Specialist
cc: Maria and Seth ***
June 16,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** 2nd rebuttal regarding his power washer that has failed
We have received Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the repair of his power washer, we are unable to grant his request for compensation to replace his power washer. The fact remains if the unit had been used less than hours, the oil would not have been dirty. The viscosity breakdown and darker color does not happen unless the unit is used for an extended period of time. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr*** case we do apologize that we failed his expectations, but we will not be replacing his power washer and our decision is final.
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
May 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home ServicesFirst, we would like to apologize to ***
*** for failing her expectations in regard to the repair of her laundry center. Additionally, we would like to assure *** *** 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 sincerely regret any inconvenience we may have caused *** ***In accordance with *** *** request, we scheduled a senior technician to examine her dryer. On May 4, 2016, the technician examined the dryer and found no mechanical problems with the unitHowever, he found that the lint trap was dirty, which he subsequently cleaned. Additionally, he found that *** *** was not drying the clothes properly; she was not using the correct setting and mixing clothes with towels. He instructed *** *** to dry the towels separately and what settings to use. Based upon the technician’s findings, a replacement laundry center is not warranted. As this decision is commensurate to the circumstances, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
I never gave your company my email so you weren't authorized to contact me in the first place so stop buying our email addresses I will never ever purchase anything from a sears owned company iCompweblaint: ***
I am rejecting this response because:
Sincerely,
Stephanie ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the efficiency of this service that has been able to get someone from Sears to reply and acknowledge the poor service they have provided to meThe apology is well written but I do not see a clear indication that
Sears is really taking actions to fix the communication channels with their CustomersI feel sorry for the future victimsAnyway, my problem is solvedNot by Sears of courseMy insurance company waived the payment of the deductible that I had already paid to Sears and gave me the option to have the repair done by another companyIn less than hours my garage door was fixed
thank you
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially because we DID NOT receive our mutually agreed upon compensation from Sears within the agreed upon time frame for our acceptance of a refrigerator that was damaged during delivery we were forced to filed a complaint with the Revdex.comThanks to the Revdex.com the compensation has finally occurredWe are very thankful that an organization such as the Revdex.com exists to help consumers, such as ourselves, in resolving issues with businessesThank You:-)
May 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the multiple repairs on her range and her safety
concern that the unit turned on by itself
We apologize that Ms*** range failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldAccording to our records, the range was purchased on December 27, and she requested service due to the switch problem with the range on January 13, Our technician ordered and installed the parts; the repair was completed on January 31, A few months later, on April 24, Ms*** requested service againRegrettably, it took our technician several attempts and parts to complete the repairOur records indicate that on May 16, our technician installed the final part and the repair was completed
We contacted Ms*** and she confirmed that the repair was completedHowever, she mentioned her concern that the oven is still over-heating and her concern that the oven had previously turned on by itself with the switch in the off positionDue to the continued issue and the multiple repair attempts, we offered to exchange the range; she accepted the offerMs*** stated that she will make a selection next week and will contact me to complete the exchangeWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
September 9,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #- Kenny ***
Dear Ms***:
We have completed the investigation of Mr***' complaint regarding our technician not making it to his home during the time window scheduled of 1:00-5:and then the subsequent cancelation of the call when it became apparent the technician would be unable to arrive on that date at all
We would first like to apologize for the delay in responding to Mr***' complaintThe Revdex.com recently changed the system through which we receive complaints and there were some that dropped out of site, while still needing to be answeredThis was fixed by the Revdex.com but then caused us to have a bit of a back-log that delayed our response
With that said, we have reviewed Mr***' concerns and apologize that we were unable to meet our scheduled commitmentAs with any business that deals with appointments there is always a chance that a call might have to be rescheduled due to another call that ran considerably over the time allotted and/or that everyone scheduled to work may not have made it inThe technician that called Mr*** in the evening is not necessarily the same technician that might have been assigned his call earlier in the dayThere is a point that even our technicians have to call it a day, and we cannot require them to continue working so far past their scheduled time
In Mr***' case, it is hard for us to piece together what might have happened earlier in the day that caused his appointment to have to be canceledWe do know though that as an expression of our apologies for not being able to provide service on the originally scheduled date, Mr*** was offered a discount of $He seems to dismiss this as a minor accommodation when in fact it is quite a substantial one from our perspectiveIn his complaint he says he will not do business with us no matter what is offered, so at this point we are unsure as to what resolution he may be seekingIf he would still like to have us complete a repair for him, we would be happy to expedite a repair date and have the service unit watch over it to ensure the call is completed without incidentWe would also be willing to increase the offer to cover our estimate fee of $In this way, if Mr*** were to decline our estimate and choose to not have the appliance repaired, he would not be out any monies as we would cover that fee and if he accepts then he would receive a $deduction off the price of our laborOther than this, we do not see that any other resolution is feasible but we are certainly open to suggestionsIn the interim, since we remain willing to provide service if Mr*** still requires assistance, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: Dana.***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a service call to repair her garage door openerWhen I spoke
with *** ***, it was agreed that we would have her garage door opener serviced on Friday, April 29th before 1pm. When the technician contacted *** *** to advise of his arrival time she stated that she was to be scheduled on Saturday the 30thThe local office was booked with appointments and informed *** *** that they were unable to service her on Saturday*** *** was not pleased with not being able to have service on Saturday and became agitated and used inappropriate languageSears Garage Solutions is no longer wants to send a technician to *** ***’s home due to the issues surrounding this service call and concerns noted in her complaint If *** *** would like to discuss this issue, she can reach out Garage Solutions Customer Service Department at *** That said we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear MsVirghes:
We have completed the investigation of Mr*** complaint that he filed on behalf of his daughter, Mandy ***, regarding the
multiple repairs on her refrigerator
It is unfortunate that we failed Ms*** expectations when she recently scheduled service for her refrigeratorWe reviewed the service orders related to Ms*** refrigeratorOur records indicate that Ms*** purchased the refrigerator on March 13, and the manufacturer’s one year warranty expired on March 20, There are no service orders or issues reported during the manufacturer’s warranty coverageOn April 13, Ms*** reported that the refrigerator was not making ice or coolingOur technician assessed the refrigerator and determined that the adaptive defrost was not workingOur technician installed the part on April 30, and informed Ms*** that it could take hours to start coolingMs*** paid $for the parts, diagnostic fee and labor
One month later, Ms*** called again to report that issue had returnedWe would like to note that Sears has a 90-day service guarantee on repairs because sometimes a unit may have an intermittent problem or may have another part failure related to the issueOn June 10, our tech returned and resealed the cabinet around the door; at no additional chargeOn June 17, Ms*** reported that the refrigerator was not cooling againOur technician returned and found the drain plug was cloggedHe cleared the drain plug at no additional charge for the serviceRegrettably, Ms*** continued to have a problem with the refrigerator not coolingUpon receipt of the complaint from your agency, on July 7, we contacted Ms*** to discuss her concernsWe explained that the refrigerator was no longer under the manufacturer’s warrantyWe informed her that the repair was still within our day service guarantee and offered to schedule serviceMs*** stated that she already had repairs and had already purchased another refrigerator that would be delivered on July 13, Ms*** agreed to schedule service to allow our technician another attempt to repair the refrigerator and service was set for July 9, Our technician returned and contacted our Strategic Technical Assistance Center (STAC) to report his findingsThe freezer was at degrees but the refrigerator would not go below degreesThey confirmed that the evaporator drain was cleared, that the door was sealed, and changed the control defrostOur technician checked behind the tower to check for ice formation, check the fan, and any restrictionsAfter reviewing the technician’s findings, it was determined that the thermostat would need to be replacedThe information was provided to Ms*** and the notes indicate that she refused to continue with the service because she did not trust another repairOur technician was instructed to return the parts for a refund
Due to the inconvenience and for customer satisfaction, Tech Manager *** *** has authorized for a full refund of the initial service orderAs clarification, the minimum diagnostic fee is non refundable and in Ms*** case the diagnostic fee was $Ms*** confirmed that we would refund the diagnostic fee as wellWe informed Ms*** that she would receive a refund of $As for Mr*** request for a refund of the refrigerator and food loss is concern, we did not find that this was warranted, particularly since the refrigerator is no longer under warranty and Ms*** was issued a full refund on the serviceAs this decision is commensurate to the circumstances, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We
have completed our investigation regarding Mr*** complaint regarding his screwdriver We have provided Mr*** with a replacement screwdriver and he indicated that he was satisfiedAccordingly, we respectfully ask that this matter be considered closed. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***