February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her SYWR account
We have with Ms*** regarding her concernsAfter reviewing the transactions in question and the terms of the promotions she wished to apply, we found that she did not qualify for the points she was seekingHowever, we offered to provide her with $worth of points as a customer courtesy and she acceptedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We 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 Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
November 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Maria *** - # *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her microwave repair and her request
to have the unit replaced First, we would like to apologize to Ms*** for failing her expectations in regard to her microwave repairAlthough several repair attempts were made, the microwave remained inoperable. Therefore, Ms*** was authorized a replacement under her Master Protection Agreement (MPA). Ms*** selected a new microwave on November 18, 2016, and she is currently scheduled to have the new unit installed on November 23, 2016. Additionally, the remaining MPA coverage has transferred to the new unitThe coverage will run concurrently with the one-year manufacturer’s warranty and expire on November 22, 2016. Since we are providing Ms*** with her requested resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
September 12, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** *** Dear Ms*** We have completed the investigation of MrD*** complaint regarding the
retraction of information that he received after he had already disposed of his refrigerator. Upon receipt of MrD*** complaint in June, we reached out to him via emailWe provided him with a partial refund off of his replacement refrigerator that was equal to the amount he would have received from his contract and also gave him a 10% overall discountThis amount equaled to a refund of $back to his account along with the full refund of the Service Smart Agreement (SSA) that he had already received in lieu of replacementWhile we resolved the issue in June we neglected to send a response so we are sending nowAs it was our understanding this resolution met with MrD*** approval, we have closed our file. We apologize to MrD*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our repair service We value
Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repair caused him any inconvenienceWe have agreed to provide Mr*** with a check in the amount of $which is the amount he purchased his new refrigeratorWe respectfully ask that this matter be closed, since refunding Mr*** the purchase price of his refrigerator and noted his feedback Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: MELISSA ***
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: Johnniemae *** - # 9***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her washer
repair
First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled repairs for her washerOur records show two canceled appointments for Ms***On June 10, 2015, and on July 2, 2015, the technician arrived at Ms*** home, but no one was home, so the appointments were canceledOn July 10, 2015, the technician examined Ms*** washer and ran diagnostics to see if he could duplicate a noise complaint; he could notThe technician tightened the rotor but did not replace any partsThe service call was closed as completedWith that said, since we have documented Ms*** concerns with the repair process and completed service to her washer, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:
Shortly after I made this complaint and well before they could have found out about the complaint, the local store did reach out to us with a cash refundI am satisfied now that I have received my refundThis matter can be closed
Sincerely,
*** ***
December 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding his Shop Your Way Rewards (SYWR) account We have spoken with Mr*** in regard to this issue and he informed us that the matter had already been resolvedIn the future, we would encourage Mr*** to contact the SYWR care team at the phone he was given should any further issues ariseIn light of the aforementioned information, 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, 11, 2015/09/19) */
September 19,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms***
This letter will acknowledge receipt of the above referenced customer's
follow up complaint, which was referred to our office for response
This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint
Please feel free to contact me if you have any further questions or concerns
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
SHC Corporate Compliance
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 13, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint has been forwarded, but it has not been resolved
Final Business Response /* (4000, 17, 2015/10/20) */
October 20,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding her customer service experience upon the delivery and install of her purchased appliances
After reviewing Ms***'s complaint and our records, we were able to determine that on the day of delivering her appliances, our delivery driver called to inform that Ms*** needed an adapter to the gas line, so hook up was doneMs*** was informed once she purchased the needed parts; we would gladly schedule an appointment to have the install completedOur records also show that on the scheduled appointment, our drivers called in to inform customer service that Ms*** was not home, so the appointment had to rescheduled
We had the opportunity to speak with Ms*** on October 14, After discussing her delivery experience, we offered to reimburse her for the third party installation charge as a onetime courtesyWe ask Ms*** to allow 7-business days to arrive via USPSSince we were able to provide Ms*** with a resolution that to her satisfaction, we have closed our files
We 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/SHC
Direct -XXX-XXX-XXXX
***@searsch.com
Final Consumer Response /* (2000, 19, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
(The consumer indicated he/she ACCEPTED the response from the business.)
after a month of arguing my case submitting a Revdex.com complaint prompted the response I was looking forThank You for your service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** While the case is NOT ready to be closed, the local Sears rep is on itThey are currently waiting on information from the manufacturer, *** in KoreaAgain, the case isn't solvedBut, I understand why Sears needs more time.
Sincerely,
*** ***
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request for the store to ship the shoes We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found the order was shipped from store *** We have sent an email correspondence to the local store to address the matterShould Ms*** have any questions, she may contact the store directly at *** *** or email me at *** In the interim, we have closed our file, pending the store's response We 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
March 27,
Revdex.com
Attn: *** *** North Wabash Ave., Suite
Chicago, IL
Our File No: *** Revdex.com Case #: ***/ *** ***
Via: Revdex.com website
Dear Ms***
Thank you for contacting Sears Home Improvement Products, Inc(SHIP)
regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate
Pursuant to MrsH*** HVAC concerns, we have completed the serviceDuring my conversation with our customer I confirmed that the air blower was replaced that day and that it was done to her satisfaction and that it was left in working condition
In addition, Mrs*** asked for compensation, and I explained that compensation was not being offered by our departmentMoreover, if she would like to pursue the monetary compensation request or cancel the Master Protection Agreement, she would need to contact the MPA department at *** or to cancel ***
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs*** as a customer and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc* *** *** *** *** *** ***
October 26,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** ***
Via: 1st Class US Postage
Via email: ***
Dear Ms***
Thank you for contacting Sears
Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileThis letter is to confirm that we have been in contact with Mr*** Mr*** drain pan was installed on 9/30/We verified with Mr*** that the drain pan was installed to his satisfactionHe had questions regarding his energy rebate, and the rebate form was submitted on September 30th, I was able to make final phone contact with Mr*** on October 20th, 2016, after two prior attempts to reach him to confirm satisfactionHe stated he is happy with the work that was doneHe will be contacting the city regarding the energy rebate that was filed by SearsI advised Mr*** that I will close his file at this timeSears will continue to monitor the permit to ensure it passes the final inspection
At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator*** ***, Sears
Home Services, Support Specialist provided the following response: Sears Home Services records indicate that repairs to Ms*** refrigerator were completed on November 23, During the service call the technician assigned to the call noted that he installed a compressor, condenser, drier and an access valveOnce the unit was reassembled the system was pressurized and was found to be operating as designedAdditionally a food loss reimbursement check in the amount of $was processed and should be received by Ms*** within the next 10-daysIf I can be of any additional assistance to Ms*** she can reach me at *** At this time, since we have noted our response to Ms*** concerns, we ask that this complaint be closedWe apologize to Ms*** 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 ***
September 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9456*** - Alan *** ***
Dear Ms***:
We have completed our investigation of Mr*** complaint regarding his LG refrigerator
Upon receipt of Mr
*** complaint we reached out to offer service under his manufactures warranty through Sears's service but Mr*** informed me that LG had refunded them for the purchase of the refrigeratorSince LG has refunded Mr*** we have closed our case
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512*** direct
Vanessa***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have almost completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her air conditionersWe have
repaired some of air conditioners and there is one remaining service call set for July 26, to completeWe will provide a formal closure letter once the last service call has been completedWe apologize to Ms*** 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 ***
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
Sincerely,
Mandy ***Thank you Sears for your replyIt's a sad outcome for sure for everyone involved I have spent over $5,in the last year at Sears purchasing Craftsman hand tools, tool boxes, power tools including all our lawn and garden equipment, to which can all be verified using my Discover Card Statements, this outcome will be most detrimental for SearsI was informed by the Sears Representative who introduced herself as the Manager that I was not eligible for a refund until repairs had been madeAlso these statements can be corroborated on the Sears Service Tickets as each time I went in for a repair my request for a refund was written in on the ticketI requested and then ultimately demanded a refund each and every timeAnd considering I had to take the lawn mower in for repair within days of purchase and the length of time it took for the repair (took it in August and received it October 2016) this option as per your returns policy was not a viable option from the get goI feel this was an easy way for Sears to escape the responsibility of taking care of its customersAnd as stated before I have been a customer that spends a great deal of time and money with SearsThis will change todayAs it appears Sears is in the position that it is closing stores and losing revenue and cutting jobs across the country and to make such a frivolous decision to save $all supported by a policy that was never a viable option for my purchase will prove to be another nail in the coffinI replied to an email even willing to accept a 25% reduction off the original purchase price to account for the minimal usage and wear on the mower as I have used it less than times in the last months as it has been in your repair shop more than my garageI felt that was a fair offer, an exchange for another mower with potential problems is not a fair offerThe offer of an exchange not only forces me to accept the same mower again, it also forces me to deal with the same Sears representatives that would not allow me the refund due to their lack of compliance with company policies in the first placeIts clear to me that the employees of that repair center are clearly uneducated or otherwise uninformed of the policies of the very company they representIncidences like this could be a substantial factor in the overall profit loss Sears has experienced in combination with other factors I am sure, resulting in the ultimate decimation a company that has been around for over yearsIt is that mindset and uniformed thought process that has brought us here, not my inability to return a product before daysI did bring it backI was refused a refund without implementing a ridiculous repair process that was to be no less than repairsI am a loyal Craftsman tool user and fortunately for me I can also purchase these items at my local Ace Hardware and Atwoods storesOften times due to Craftsman's incredible warranty protection I can even purchase items at local pawn shops or online and still receive better protection than I did from SearsIt is no real loss to me, an inconvenience for sure in regards to the mower but a relief it has come to an end for us bothI can now spend my time and money elsewhere and can now purchase a new mower that actually works If you choose to reconsider your offer then I will gladly hear itOtherwise I will consider this matter resolved and no more of my time or money shall be wasted with Sears. Sincerely, Mandy ***
Complaint: ***
I am rejecting this response because: My five tenants who are college students did not have a stove to make meals for weeks because of Sears' negligence Due to Sears' negligence I have breached the landlord's duty to provide a habitable residence The students' parents are withholding $of rent as and for reimbursement from me of five weeks of meals eaten out I expect this compensation from Sears I also expect the installation charge to be refunded since they did not install I am not filing suit and would rather resolve the situation at this level
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** ** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding multiple services on his garden tractor After
reviewing the service history and discussing the issue with our product engineers, we have authorized Mr*** for a replacement of the garden tractor under the terms of his Repair Protection Agreement (RPA)Mr*** has been provided with the necessary information to select a new garden tractor, and he has my direct contact information in the event that he requires further assistanceAt this time, since it was our understanding that this resolution met with Mr*** approval, we have closed our file We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Tim *** #*** Dear Ms***: We have completed the investigation of Mr***’ rebuttal regarding service to his home air conditioner and the Sears Whole Home Warranty As we noted in our initial correspondence, Mr*** alleges that he was told that duct cleaning was a benefit of the Sears Whole Home WarrantyWe reiterate that duct cleaning is not a benefit of the Sears Whole Home WarrantyMr*** was provided with a copy of the Home Warranty Welcome Kit which notes the benefits of the warranty, duct cleaning is not includedIf Mr*** remains unsatisfied with the Sears Home Warranty, he can contact Cross Country Home Services, the administrator of warranty at ***-***-***Since we have clarified that duct cleaning is not a benefit of the Sears Whole Home Warranty, our file remains closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her SYWR account
We have with Ms*** regarding her concernsAfter reviewing the transactions in question and the terms of the promotions she wished to apply, we found that she did not qualify for the points she was seekingHowever, we offered to provide her with $worth of points as a customer courtesy and she acceptedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We 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 Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
November 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Maria *** - # *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her microwave repair and her request
to have the unit replaced First, we would like to apologize to Ms*** for failing her expectations in regard to her microwave repairAlthough several repair attempts were made, the microwave remained inoperable. Therefore, Ms*** was authorized a replacement under her Master Protection Agreement (MPA). Ms*** selected a new microwave on November 18, 2016, and she is currently scheduled to have the new unit installed on November 23, 2016. Additionally, the remaining MPA coverage has transferred to the new unitThe coverage will run concurrently with the one-year manufacturer’s warranty and expire on November 22, 2016. Since we are providing Ms*** with her requested resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
September 12, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** *** Dear Ms*** We have completed the investigation of MrD*** complaint regarding the
retraction of information that he received after he had already disposed of his refrigerator. Upon receipt of MrD*** complaint in June, we reached out to him via emailWe provided him with a partial refund off of his replacement refrigerator that was equal to the amount he would have received from his contract and also gave him a 10% overall discountThis amount equaled to a refund of $back to his account along with the full refund of the Service Smart Agreement (SSA) that he had already received in lieu of replacementWhile we resolved the issue in June we neglected to send a response so we are sending nowAs it was our understanding this resolution met with MrD*** approval, we have closed our file. We apologize to MrD*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our repair service We value
Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repair caused him any inconvenienceWe have agreed to provide Mr*** with a check in the amount of $which is the amount he purchased his new refrigeratorWe respectfully ask that this matter be closed, since refunding Mr*** the purchase price of his refrigerator and noted his feedback Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: MELISSA ***
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: Johnniemae *** - # 9***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her washer
repair
First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled repairs for her washerOur records show two canceled appointments for Ms***On June 10, 2015, and on July 2, 2015, the technician arrived at Ms*** home, but no one was home, so the appointments were canceledOn July 10, 2015, the technician examined Ms*** washer and ran diagnostics to see if he could duplicate a noise complaint; he could notThe technician tightened the rotor but did not replace any partsThe service call was closed as completedWith that said, since we have documented Ms*** concerns with the repair process and completed service to her washer, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:
Shortly after I made this complaint and well before they could have found out about the complaint, the local store did reach out to us with a cash refundI am satisfied now that I have received my refundThis matter can be closed
Sincerely,
*** ***
December 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding his Shop Your Way Rewards (SYWR) account We have spoken with Mr*** in regard to this issue and he informed us that the matter had already been resolvedIn the future, we would encourage Mr*** to contact the SYWR care team at the phone he was given should any further issues ariseIn light of the aforementioned information, 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, 11, 2015/09/19) */
September 19,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms***
This letter will acknowledge receipt of the above referenced customer's
follow up complaint, which was referred to our office for response
This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint
Please feel free to contact me if you have any further questions or concerns
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
SHC Corporate Compliance
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 13, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint has been forwarded, but it has not been resolved
Final Business Response /* (4000, 17, 2015/10/20) */
October 20,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding her customer service experience upon the delivery and install of her purchased appliances
After reviewing Ms***'s complaint and our records, we were able to determine that on the day of delivering her appliances, our delivery driver called to inform that Ms*** needed an adapter to the gas line, so hook up was doneMs*** was informed once she purchased the needed parts; we would gladly schedule an appointment to have the install completedOur records also show that on the scheduled appointment, our drivers called in to inform customer service that Ms*** was not home, so the appointment had to rescheduled
We had the opportunity to speak with Ms*** on October 14, After discussing her delivery experience, we offered to reimburse her for the third party installation charge as a onetime courtesyWe ask Ms*** to allow 7-business days to arrive via USPSSince we were able to provide Ms*** with a resolution that to her satisfaction, we have closed our files
We 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/SHC
Direct -XXX-XXX-XXXX
***@searsch.com
Final Consumer Response /* (2000, 19, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
(The consumer indicated he/she ACCEPTED the response from the business.)
after a month of arguing my case submitting a Revdex.com complaint prompted the response I was looking forThank You for your service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** While the case is NOT ready to be closed, the local Sears rep is on itThey are currently waiting on information from the manufacturer, *** in KoreaAgain, the case isn't solvedBut, I understand why Sears needs more time.
Sincerely,
*** ***
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request for the store to ship the shoes We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found the order was shipped from store *** We have sent an email correspondence to the local store to address the matterShould Ms*** have any questions, she may contact the store directly at *** *** or email me at *** In the interim, we have closed our file, pending the store's response We 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
March 27,
Revdex.com
Attn: *** *** North Wabash Ave., Suite
Chicago, IL
Our File No: *** Revdex.com Case #: ***/ *** ***
Via: Revdex.com website
Dear Ms***
Thank you for contacting Sears Home Improvement Products, Inc(SHIP)
regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate
Pursuant to MrsH*** HVAC concerns, we have completed the serviceDuring my conversation with our customer I confirmed that the air blower was replaced that day and that it was done to her satisfaction and that it was left in working condition
In addition, Mrs*** asked for compensation, and I explained that compensation was not being offered by our departmentMoreover, if she would like to pursue the monetary compensation request or cancel the Master Protection Agreement, she would need to contact the MPA department at *** or to cancel ***
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs*** as a customer and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc* *** *** *** *** *** ***
October 26,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** ***
Via: 1st Class US Postage
Via email: ***
Dear Ms***
Thank you for contacting Sears
Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileThis letter is to confirm that we have been in contact with Mr*** Mr*** drain pan was installed on 9/30/We verified with Mr*** that the drain pan was installed to his satisfactionHe had questions regarding his energy rebate, and the rebate form was submitted on September 30th, I was able to make final phone contact with Mr*** on October 20th, 2016, after two prior attempts to reach him to confirm satisfactionHe stated he is happy with the work that was doneHe will be contacting the city regarding the energy rebate that was filed by SearsI advised Mr*** that I will close his file at this timeSears will continue to monitor the permit to ensure it passes the final inspection
At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator*** ***, Sears
Home Services, Support Specialist provided the following response: Sears Home Services records indicate that repairs to Ms*** refrigerator were completed on November 23, During the service call the technician assigned to the call noted that he installed a compressor, condenser, drier and an access valveOnce the unit was reassembled the system was pressurized and was found to be operating as designedAdditionally a food loss reimbursement check in the amount of $was processed and should be received by Ms*** within the next 10-daysIf I can be of any additional assistance to Ms*** she can reach me at *** At this time, since we have noted our response to Ms*** concerns, we ask that this complaint be closedWe apologize to Ms*** 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 ***
September 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9456*** - Alan *** ***
Dear Ms***:
We have completed our investigation of Mr*** complaint regarding his LG refrigerator
Upon receipt of Mr
*** complaint we reached out to offer service under his manufactures warranty through Sears's service but Mr*** informed me that LG had refunded them for the purchase of the refrigeratorSince LG has refunded Mr*** we have closed our case
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512*** direct
Vanessa***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have almost completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her air conditionersWe have
repaired some of air conditioners and there is one remaining service call set for July 26, to completeWe will provide a formal closure letter once the last service call has been completedWe apologize to Ms*** 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 ***
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
Sincerely,
Mandy ***Thank you Sears for your replyIt's a sad outcome for sure for everyone involved I have spent over $5,in the last year at Sears purchasing Craftsman hand tools, tool boxes, power tools including all our lawn and garden equipment, to which can all be verified using my Discover Card Statements, this outcome will be most detrimental for SearsI was informed by the Sears Representative who introduced herself as the Manager that I was not eligible for a refund until repairs had been madeAlso these statements can be corroborated on the Sears Service Tickets as each time I went in for a repair my request for a refund was written in on the ticketI requested and then ultimately demanded a refund each and every timeAnd considering I had to take the lawn mower in for repair within days of purchase and the length of time it took for the repair (took it in August and received it October 2016) this option as per your returns policy was not a viable option from the get goI feel this was an easy way for Sears to escape the responsibility of taking care of its customersAnd as stated before I have been a customer that spends a great deal of time and money with SearsThis will change todayAs it appears Sears is in the position that it is closing stores and losing revenue and cutting jobs across the country and to make such a frivolous decision to save $all supported by a policy that was never a viable option for my purchase will prove to be another nail in the coffinI replied to an email even willing to accept a 25% reduction off the original purchase price to account for the minimal usage and wear on the mower as I have used it less than times in the last months as it has been in your repair shop more than my garageI felt that was a fair offer, an exchange for another mower with potential problems is not a fair offerThe offer of an exchange not only forces me to accept the same mower again, it also forces me to deal with the same Sears representatives that would not allow me the refund due to their lack of compliance with company policies in the first placeIts clear to me that the employees of that repair center are clearly uneducated or otherwise uninformed of the policies of the very company they representIncidences like this could be a substantial factor in the overall profit loss Sears has experienced in combination with other factors I am sure, resulting in the ultimate decimation a company that has been around for over yearsIt is that mindset and uniformed thought process that has brought us here, not my inability to return a product before daysI did bring it backI was refused a refund without implementing a ridiculous repair process that was to be no less than repairsI am a loyal Craftsman tool user and fortunately for me I can also purchase these items at my local Ace Hardware and Atwoods storesOften times due to Craftsman's incredible warranty protection I can even purchase items at local pawn shops or online and still receive better protection than I did from SearsIt is no real loss to me, an inconvenience for sure in regards to the mower but a relief it has come to an end for us bothI can now spend my time and money elsewhere and can now purchase a new mower that actually works If you choose to reconsider your offer then I will gladly hear itOtherwise I will consider this matter resolved and no more of my time or money shall be wasted with Sears. Sincerely, Mandy ***
Complaint: ***
I am rejecting this response because: My five tenants who are college students did not have a stove to make meals for weeks because of Sears' negligence Due to Sears' negligence I have breached the landlord's duty to provide a habitable residence The students' parents are withholding $of rent as and for reimbursement from me of five weeks of meals eaten out I expect this compensation from Sears I also expect the installation charge to be refunded since they did not install I am not filing suit and would rather resolve the situation at this level
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** ** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding multiple services on his garden tractor After
reviewing the service history and discussing the issue with our product engineers, we have authorized Mr*** for a replacement of the garden tractor under the terms of his Repair Protection Agreement (RPA)Mr*** has been provided with the necessary information to select a new garden tractor, and he has my direct contact information in the event that he requires further assistanceAt this time, since it was our understanding that this resolution met with Mr*** approval, we have closed our file We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Tim *** #*** Dear Ms***: We have completed the investigation of Mr***’ rebuttal regarding service to his home air conditioner and the Sears Whole Home Warranty As we noted in our initial correspondence, Mr*** alleges that he was told that duct cleaning was a benefit of the Sears Whole Home WarrantyWe reiterate that duct cleaning is not a benefit of the Sears Whole Home WarrantyMr*** was provided with a copy of the Home Warranty Welcome Kit which notes the benefits of the warranty, duct cleaning is not includedIf Mr*** remains unsatisfied with the Sears Home Warranty, he can contact Cross Country Home Services, the administrator of warranty at ***-***-***Since we have clarified that duct cleaning is not a benefit of the Sears Whole Home Warranty, our file remains closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com