November 18,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the charges she was assessed for an in-home visit to service her
dryer.As clarification, all of our customers should receive an estimate prior to repair informing them of our findings and the projected charges so that they have a chance to either accept those charges so the technician can proceed with the repair, or decline them and only be responsible for the trip/diagnostic feeIn *** ***’ case, we were unable to unequivocally determine whether she did in fact sign an estimate prior to resetting the dryerWe have sent feedback to ensure that this technician understands that estimates should be provided 100% of the time even if the estimate just involves giving instruction on the operation or resetting the unitOur records indicate that *** *** paid $for the repair of the dryer and on October 28, we issued a $credit for customer satisfaction. We have also processed an additional refund of $25.00, which is all of the remaining charges above the previously agreed to trip/diagnostic fee of $plus taxThe credit should post to her account within 3-business daysIn the interim, since we have provided *** *** with her requested resolution, we have closed our file.Again, we apologize to *** *** 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 SpecialistSears Holdings Corporation*** ***
February 21, *** *** 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 a replacement or refund Upon receipt of this complaint, we researched the order that was purchased a year agoWe found that the store that shipped the product was in Tennessee and Ms*** is located in North CarolinaThe nearest stores are small hometown stores that may not have the product available in storeTherefore, we have decided to issue a $gift card which she can use towards the purchase of a new Kenmore coffee maker onlineThe same item is currently available online for $and the gift card should cover the tax plus shipping feeMs*** can expect to receive the gift card in the mail within to business daysWith that said, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Ms*** have any questions, she may contact me via email at *** In the interim, since we have provided an equitable resolution, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 7,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: 8***
Service Order #:
Revdex.com Case #: *** Vernier P ***
Via: Revdex.com Website
Dear Ms***
Thank you for allowing our office to assist you
with the concern you recently brought to our attentionOn behalf of Sears please know that we valued Ms*** as a customer and apologize for any frustrations or inconveniences she may have experiencedThis letter serves to confirm that we have completed investigating the complaint
According to our records the Sears' Product Repair Service (PRS) Department replaced the evaporator coil for the customer on 06/24/Moreover, the Sears' technician also tested everything and the unit is working the way it shouldI spoke to Ms*** on 07/01/and she confirmed that the service is completed and the unit is working
As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at 800-*** extension *** or via email at richard.***@searshomepro.com
Sincerely,
Richard ***
SHIP/HI Regulatory Complaint Specialist
cc: Vernier P *** via First Class Mail
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** rebuttal We have reviewed both our response and Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the reply she received, we are unable to grant her request to replace her mower that needed repairs due to being run without sufficient oilAs stated in our reply letter dated June 27, 2016, when an engine is run with little or no oil it leave physical evidence by damage to the crankshaft, cylinder walls, piston and piston bearings as well as other parts with in the engineTherefore our decision remains the same and we will not be replacing Ms*** mower 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 *** *** ***
February 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and non-receipt of a refund for her canceled layaway order It is unfortunate that we failed Ms*** expectations when she recently used Sears layawayWe value Ms*** patronage and can understand her frustration with the events detailed in her complaintWe can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Scott *** Operations Manager for Sears Store number *** contacted Ms*** on January 24, 2017, in reference to her concerns and informed her that her refund check was waiting for her at our store. Ms*** indicated that she would return to the store to get it later in the week. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed our review of Mr*** rebuttal complaint regarding the previous response provided *** *** Store General Manager for Unit *** provided the following response: After reviewing the rebuttal complaint filed, we would first like to apologize again for Mr*** experienceThis letter is to confirm that Mr*** has accepted delivery of his refrigerator and I have processed his additional $offShould Mr*** have any further questions or concerns, we encourage him to contact our store directly at *** so that we may address his concernsWith that said, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** 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
Although I accept the replacement of for snow blower but I don't know how Sears will respond to the deposit of $+tax which they charged at the repair shopI definitely would like to express my gratitude at this time to you(Revdex.com) without you involved in the matter Sears holding gave me enough run around that I don't even want to mention at this time Once again thank you for your help
Sincerely,
*** ***
October 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear *** ***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that her refrigerator
has been repaired multiple times
According to our records, the refrigerator repair was completed on October 19, *** Customer Advocate with Service Unit *** made multiple attempts to contact Ms*** and left voicemails with her contact informationSince she has not responded, we are unable to resolve Ms*** issue until we have the opportunity to discuss the matter with herIf Ms*** continues to have problems with the refrigerator, she may contact *** at *** In the interim, we will consider this matter closed, pending her response
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
*** *** ***
Initial Business Response /* (1000, 10, 2015/07/08) */
July 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding
her customer experience upon delivery of her appliances
It is unfortunate that we failed Ms***'s expectations when she did not meet the delivery date that was provided to her at the time of purchaseWe value Ms***'s patronage and understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be averted
Our records show that due to not having the correct address, it caused a delay in receiving her purchased merchandiseOur records also show that the delivery was completed on June We called Ms*** to discuss the concerns brought forth in her complaintFor any inconvenience this may have caused, we offered Ms*** a sales adjustment of 20% off her entire, which was satisfactory to herWe hope that Ms*** purchased appliance will provide her with long term satisfactionAt this time, since the delivery of Ms***'s purchased appliances has been completed and courtesy compensation was provided, 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
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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,
*** ***
July 12, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the confusion he encountered when he initially
scheduled a repair last November when he intended to buy one of our Service Smart Agreements (SSA) only to find he did not, and his request to have the bill from that first trip waived since the issue was later fixed by selling him the SSA he wanted in the first place. We apologize for the delay in responding but we were hoping to resolve an unrelated issue that appears to have started after Mr*** filed his complaintHe has currently had a separate issue involving multiple service calls to fix the icemaker in his refrigeratorWe thought we could maybe resolve that before sending a response on the billing issue; however, he is scheduled for another service callWe decided instead of waiting further to go ahead and at least send our response regarding the bill. With that said, we were able to find notes from the issue last November and it does appear that our Customer Solutions team offered to reimburse Mr*** if he paid the bill in fullThe reason they offer that versus waiving the fee is so that the right group is reimbursed and then any courtesy accommodation is billed out of a different accountThis offer was refused as Mr*** may not have understood why they were asking him to pay something they were only going to turn around and give back to himAt this time, we have contacted our billing department and asked to have a one-time exception made by waiving the bill altogetherThis means that Mr*** account has now been cleared and if he receives any further correspondence regarding this debt dated after today, he is welcome to contact me for further assistanceAs for credit reporting, our collection efforts are not reported to any of the three major credit reporting agencies so it would not have had any impact on Mr*** credit historyAt this time, since we have provided Mr*** with his requested resolution regarding the bill he was receiving, and we are working with his local service unit to resolve his service needs, we have closed our file. 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer
service and the cancellation of her layaway order It is unfortunate that we failed Ms*** expectations when she recently used Kmart layawayWe value her patronage and can assure her that her concerns have been forwarded to management for review Ms*** indicates that her layaway order may have been cancelled due to non-payment. In case Ms*** is not already aware, our layaway service allows customers to make payments every weeks, for to weeks from the date the account is opened. Our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened. Layaway progression or cancellation for non-payment is an automatic process that our store personnel is unable to delay or change even at our customers’ request. With that having been said, a manager from Kmart Store number *** contacted Ms*** on Monday, February 15, 2016, and offered to issue her refund in the store. Ms*** accepted this offer and returned to our store to receive her refund. Therefore, at this time we can only reiterate that we regret any misinformation Ms*** may have been provided about the cancellation of her layaway order. We hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. If she needs any further assistance she may contact *** ***, Manager for Kmart Store ***, directly at *** *** We respectfully ask to have this matter closed, since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
August 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of MsD*** complaint regarding her dissatisfaction with the delay in
receiving her refund for the cancellation of the protection agreement for her refrigerator
We apologize for the delay in responding to this complaintWe contacted MsD*** and she reiterated that her bank has ran an audit and the credit has not posted to her accountWe advised MsD*** that our records indicate that the refund was issued and provided MsD*** a copy of the receipt indicating that our contract department processed the refund on May 30, However, since MsD*** confirmed that she has not received the refund, we offered to submit a researchWe forwarded this matter to our Detail Control Center to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that MsD*** allow us ten business days to come to complete the researchIn the interim, should MsD*** have any questions, she may contact me directly at ***
We apologize to MsD*** 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 North Wabash Ave., Ste#Chicago, IL Re: # *** - Travis S*** Dear *** *** We have completed our investigation of MrS*** complaint regarding service under his Sears Appliance Warranty Our records
show that MrS*** contacted Sears on May 1, at approximately 10:EST and set service scheduled for May 3, under service order *** We also show that MrS*** contacted Sears on May 2, at approximately 1:EST and enrolled in the Sears Appliance warranty (SAW), service order * *** was updated to include the service coverage and the service was rescheduled for May 4, On May 4, our records show that the service appointment was cancelled before the Sears service technician arrivedWe also have documentation that MsS*** called in to request service refund before the Sears service appointmentDuring that research MsS*** states that a Sears’s service tech sold her the SAWWe found this to not be true as we have phone records showing the S*s calling Sears directly to set service, as stated above Sears did not service MrS***’s refrigerator nor did we contact ** to service his refrigeratorWe show the Sears Appliance warranty still intact and if the S***’s feel the warranty has no value to them they can cancel the warranty per the terms and conditions as listed in their welcome kitThey can contact Sears benefits department at *** Since Sears did not service MrS***’s refrigerator and in fact cancelled the Sears service he is not entitled to a refund and have closed our case We apologize to MrS*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
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,
Troy J***
October 26, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Michael Q*** - # *** Dear Ms***, We have completed the investigation of Mr*** complaint regarding his dissatisfaction with
Sears Home Services First, we would like to apologize to Mr*** for failing his expectations in regard to the service he received. A review of Mr*** service record shows that he recently scheduled three maintenance checks; one for his refrigerator, one for his range and one for his dishwasher. Our records show that the technician arrived within the estimated 8:00am to 5:00pm service window for the refrigerator maintenance check that was completed on October 8, 2016. The technician scheduled to examine the range and dishwasher on October 17, 2016, did arrive outside the estimated service window. The technician found an issue with the dishwasher and had to order some parts. A different technician returned on October 17, 2016, to complete the repair; he arrived at 11:57am, which was well within the 8:00am to 5:00pm service window scheduled. While our goal is to provide service to our customers within the service window provided, there are times when these expectations cannot be met. An earlier lengthy repair, traffic or overbooking a route can cause a technician to run late. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback and that we do not take his concerns lightly, as his information helps us identify any negative trends and gives us the opportunity to work towards rectifying any shortcomings within our customer service network Although Mr*** has indicated that he will no longer use Sears Home Services in the future, we hope that he reconsiders. With that said, since we have completed the service to Mr*** appliances, albeit later than expected, and documented his comments accordingly, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
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 But I still wonder about the online pricing The website said I was getting a % off from my purchase but the exact savings were never displayed on the checkout screen I recommend that Sears Outlet website have the "original" price and then the "percent off" price on the product or on the checkout page so that we can see that the price change was made to the product and that the new cost was as advertised
Sincerely,
*** ***
September 11, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***We have completed the investigation of MsC***s complaint regarding non receipt of credit on her canceled order.After reviewing Ms
C*** complaint and our records, we contacted our credit department to conduct an audit on the order in questionOnce completed, we were able to confirm that a credit in the amount of $3,was issued back to the original form of payment on September 08, Since we were able to confirm that MsC*** was credited accordingly, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: *** imx integrated member experience
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,
Ashley B***
August 31, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bernice *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms***’s Master Protection Agreement (MPA). Based upon the features of Ms***’s current washer, it was determined that $would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on August 29, 2016, explaining the replacement process. Our records show that Ms*** selected a new washer that same day from her local Sears Dealer Store. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on January 20, 2017, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Ms*** with an equitable 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
November 18,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the charges she was assessed for an in-home visit to service her
dryer.As clarification, all of our customers should receive an estimate prior to repair informing them of our findings and the projected charges so that they have a chance to either accept those charges so the technician can proceed with the repair, or decline them and only be responsible for the trip/diagnostic feeIn *** ***’ case, we were unable to unequivocally determine whether she did in fact sign an estimate prior to resetting the dryerWe have sent feedback to ensure that this technician understands that estimates should be provided 100% of the time even if the estimate just involves giving instruction on the operation or resetting the unitOur records indicate that *** *** paid $for the repair of the dryer and on October 28, we issued a $credit for customer satisfaction. We have also processed an additional refund of $25.00, which is all of the remaining charges above the previously agreed to trip/diagnostic fee of $plus taxThe credit should post to her account within 3-business daysIn the interim, since we have provided *** *** with her requested resolution, we have closed our file.Again, we apologize to *** *** 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 SpecialistSears Holdings Corporation*** ***
February 21, *** *** 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 a replacement or refund Upon receipt of this complaint, we researched the order that was purchased a year agoWe found that the store that shipped the product was in Tennessee and Ms*** is located in North CarolinaThe nearest stores are small hometown stores that may not have the product available in storeTherefore, we have decided to issue a $gift card which she can use towards the purchase of a new Kenmore coffee maker onlineThe same item is currently available online for $and the gift card should cover the tax plus shipping feeMs*** can expect to receive the gift card in the mail within to business daysWith that said, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Ms*** have any questions, she may contact me via email at *** In the interim, since we have provided an equitable resolution, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 7,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: 8***
Service Order #:
Revdex.com Case #: *** Vernier P ***
Via: Revdex.com Website
Dear Ms***
Thank you for allowing our office to assist you
with the concern you recently brought to our attentionOn behalf of Sears please know that we valued Ms*** as a customer and apologize for any frustrations or inconveniences she may have experiencedThis letter serves to confirm that we have completed investigating the complaint
According to our records the Sears' Product Repair Service (PRS) Department replaced the evaporator coil for the customer on 06/24/Moreover, the Sears' technician also tested everything and the unit is working the way it shouldI spoke to Ms*** on 07/01/and she confirmed that the service is completed and the unit is working
As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at 800-*** extension *** or via email at richard.***@searshomepro.com
Sincerely,
Richard ***
SHIP/HI Regulatory Complaint Specialist
cc: Vernier P *** via First Class Mail
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** rebuttal We have reviewed both our response and Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the reply she received, we are unable to grant her request to replace her mower that needed repairs due to being run without sufficient oilAs stated in our reply letter dated June 27, 2016, when an engine is run with little or no oil it leave physical evidence by damage to the crankshaft, cylinder walls, piston and piston bearings as well as other parts with in the engineTherefore our decision remains the same and we will not be replacing Ms*** mower 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 *** *** ***
February 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and non-receipt of a refund for her canceled layaway order It is unfortunate that we failed Ms*** expectations when she recently used Sears layawayWe value Ms*** patronage and can understand her frustration with the events detailed in her complaintWe can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Scott *** Operations Manager for Sears Store number *** contacted Ms*** on January 24, 2017, in reference to her concerns and informed her that her refund check was waiting for her at our store. Ms*** indicated that she would return to the store to get it later in the week. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed our review of Mr*** rebuttal complaint regarding the previous response provided *** *** Store General Manager for Unit *** provided the following response: After reviewing the rebuttal complaint filed, we would first like to apologize again for Mr*** experienceThis letter is to confirm that Mr*** has accepted delivery of his refrigerator and I have processed his additional $offShould Mr*** have any further questions or concerns, we encourage him to contact our store directly at *** so that we may address his concernsWith that said, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** 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
Although I accept the replacement of for snow blower but I don't know how Sears will respond to the deposit of $+tax which they charged at the repair shopI definitely would like to express my gratitude at this time to you(Revdex.com) without you involved in the matter Sears holding gave me enough run around that I don't even want to mention at this time Once again thank you for your help
Sincerely,
*** ***
October 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear *** ***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that her refrigerator
has been repaired multiple times
According to our records, the refrigerator repair was completed on October 19, *** Customer Advocate with Service Unit *** made multiple attempts to contact Ms*** and left voicemails with her contact informationSince she has not responded, we are unable to resolve Ms*** issue until we have the opportunity to discuss the matter with herIf Ms*** continues to have problems with the refrigerator, she may contact *** at *** In the interim, we will consider this matter closed, pending her response
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
*** *** ***
Initial Business Response /* (1000, 10, 2015/07/08) */
July 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding
her customer experience upon delivery of her appliances
It is unfortunate that we failed Ms***'s expectations when she did not meet the delivery date that was provided to her at the time of purchaseWe value Ms***'s patronage and understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be averted
Our records show that due to not having the correct address, it caused a delay in receiving her purchased merchandiseOur records also show that the delivery was completed on June We called Ms*** to discuss the concerns brought forth in her complaintFor any inconvenience this may have caused, we offered Ms*** a sales adjustment of 20% off her entire, which was satisfactory to herWe hope that Ms*** purchased appliance will provide her with long term satisfactionAt this time, since the delivery of Ms***'s purchased appliances has been completed and courtesy compensation was provided, 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
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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,
*** ***
July 12, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the confusion he encountered when he initially
scheduled a repair last November when he intended to buy one of our Service Smart Agreements (SSA) only to find he did not, and his request to have the bill from that first trip waived since the issue was later fixed by selling him the SSA he wanted in the first place. We apologize for the delay in responding but we were hoping to resolve an unrelated issue that appears to have started after Mr*** filed his complaintHe has currently had a separate issue involving multiple service calls to fix the icemaker in his refrigeratorWe thought we could maybe resolve that before sending a response on the billing issue; however, he is scheduled for another service callWe decided instead of waiting further to go ahead and at least send our response regarding the bill. With that said, we were able to find notes from the issue last November and it does appear that our Customer Solutions team offered to reimburse Mr*** if he paid the bill in fullThe reason they offer that versus waiving the fee is so that the right group is reimbursed and then any courtesy accommodation is billed out of a different accountThis offer was refused as Mr*** may not have understood why they were asking him to pay something they were only going to turn around and give back to himAt this time, we have contacted our billing department and asked to have a one-time exception made by waiving the bill altogetherThis means that Mr*** account has now been cleared and if he receives any further correspondence regarding this debt dated after today, he is welcome to contact me for further assistanceAs for credit reporting, our collection efforts are not reported to any of the three major credit reporting agencies so it would not have had any impact on Mr*** credit historyAt this time, since we have provided Mr*** with his requested resolution regarding the bill he was receiving, and we are working with his local service unit to resolve his service needs, we have closed our file. 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer
service and the cancellation of her layaway order It is unfortunate that we failed Ms*** expectations when she recently used Kmart layawayWe value her patronage and can assure her that her concerns have been forwarded to management for review Ms*** indicates that her layaway order may have been cancelled due to non-payment. In case Ms*** is not already aware, our layaway service allows customers to make payments every weeks, for to weeks from the date the account is opened. Our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened. Layaway progression or cancellation for non-payment is an automatic process that our store personnel is unable to delay or change even at our customers’ request. With that having been said, a manager from Kmart Store number *** contacted Ms*** on Monday, February 15, 2016, and offered to issue her refund in the store. Ms*** accepted this offer and returned to our store to receive her refund. Therefore, at this time we can only reiterate that we regret any misinformation Ms*** may have been provided about the cancellation of her layaway order. We hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. If she needs any further assistance she may contact *** ***, Manager for Kmart Store ***, directly at *** *** We respectfully ask to have this matter closed, since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
August 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of MsD*** complaint regarding her dissatisfaction with the delay in
receiving her refund for the cancellation of the protection agreement for her refrigerator
We apologize for the delay in responding to this complaintWe contacted MsD*** and she reiterated that her bank has ran an audit and the credit has not posted to her accountWe advised MsD*** that our records indicate that the refund was issued and provided MsD*** a copy of the receipt indicating that our contract department processed the refund on May 30, However, since MsD*** confirmed that she has not received the refund, we offered to submit a researchWe forwarded this matter to our Detail Control Center to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that MsD*** allow us ten business days to come to complete the researchIn the interim, should MsD*** have any questions, she may contact me directly at ***
We apologize to MsD*** 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 North Wabash Ave., Ste#Chicago, IL Re: # *** - Travis S*** Dear *** *** We have completed our investigation of MrS*** complaint regarding service under his Sears Appliance Warranty Our records
*s calling Sears directly to set service, as stated above Sears did not service MrS***’s refrigerator nor did we contact ** to service his refrigeratorWe show the Sears Appliance warranty still intact and if the S***’s feel the warranty has no value to them they can cancel the warranty per the terms and conditions as listed in their welcome kitThey can contact Sears benefits department at *** Since Sears did not service MrS***’s refrigerator and in fact cancelled the Sears service he is not entitled to a refund and have closed our case We apologize to MrS*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
show that MrS*** contacted Sears on May 1, at approximately 10:EST and set service scheduled for May 3, under service order *** We also show that MrS*** contacted Sears on May 2, at approximately 1:EST and enrolled in the Sears Appliance warranty (SAW), service order * *** was updated to include the service coverage and the service was rescheduled for May 4, On May 4, our records show that the service appointment was cancelled before the Sears service technician arrivedWe also have documentation that MsS*** called in to request service refund before the Sears service appointmentDuring that research MsS*** states that a Sears’s service tech sold her the SAWWe found this to not be true as we have phone records showing the S
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,
Troy J***
October 26, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Michael Q*** - # *** Dear Ms***, We have completed the investigation of Mr*** complaint regarding his dissatisfaction with
Sears Home Services First, we would like to apologize to Mr*** for failing his expectations in regard to the service he received. A review of Mr*** service record shows that he recently scheduled three maintenance checks; one for his refrigerator, one for his range and one for his dishwasher. Our records show that the technician arrived within the estimated 8:00am to 5:00pm service window for the refrigerator maintenance check that was completed on October 8, 2016. The technician scheduled to examine the range and dishwasher on October 17, 2016, did arrive outside the estimated service window. The technician found an issue with the dishwasher and had to order some parts. A different technician returned on October 17, 2016, to complete the repair; he arrived at 11:57am, which was well within the 8:00am to 5:00pm service window scheduled. While our goal is to provide service to our customers within the service window provided, there are times when these expectations cannot be met. An earlier lengthy repair, traffic or overbooking a route can cause a technician to run late. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback and that we do not take his concerns lightly, as his information helps us identify any negative trends and gives us the opportunity to work towards rectifying any shortcomings within our customer service network Although Mr*** has indicated that he will no longer use Sears Home Services in the future, we hope that he reconsiders. With that said, since we have completed the service to Mr*** appliances, albeit later than expected, and documented his comments accordingly, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
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 But I still wonder about the online pricing The website said I was getting a % off from my purchase but the exact savings were never displayed on the checkout screen I recommend that Sears Outlet website have the "original" price and then the "percent off" price on the product or on the checkout page so that we can see that the price change was made to the product and that the new cost was as advertised
Sincerely,
*** ***
September 11, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***We have completed the investigation of MsC***s complaint regarding non receipt of credit on her canceled order.After reviewing Ms
C*** complaint and our records, we contacted our credit department to conduct an audit on the order in questionOnce completed, we were able to confirm that a credit in the amount of $3,was issued back to the original form of payment on September 08, Since we were able to confirm that MsC*** was credited accordingly, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: *** imx integrated member experience
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,
Ashley B***
August 31, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bernice *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms***’s Master Protection Agreement (MPA). Based upon the features of Ms***’s current washer, it was determined that $would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on August 29, 2016, explaining the replacement process. Our records show that Ms*** selected a new washer that same day from her local Sears Dealer Store. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on January 20, 2017, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Ms*** with an equitable 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