(The consumer indicated he/she ACCEPTED the response from the business.)
I thank Sears Holdings Corporation for understanding my perspective of the information I was provided, and for agreeing to provide me with the desired resolution
August 22, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: William L*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services First, we
would like to apologize to Mr*** for failing his expectations in regard to the service he recently scheduled for his cooktopWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we reviewed the service order for his cooktop. Due to issues with scheduling, we will refund Mr*** the $service fee he paidAccordingly, on August 22, 2016, a credit request was submitted; Mr*** should see the refund post to his Visa account ending in in the next five to seven business days. With that said, since we have documented Mr***’s concerns and provided the aforementioned remuneration, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
December 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ricky *** - # Dear Ms***: We have completed our investigation of Mr*** complaint regarding Sears Home
Services It is regrettable that we failed Mr*** expectations when he recently scheduled an oven repairWe value Mr*** patronage and we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe do not take these matters lightly and we sincerely apologize to Mr*** for any inconvenience we may have caused Upon receiving Mr*** complaint, we reviewed our service system to determine the status of the oven repair. Our records show that the repair to Mr*** oven was completed on December 20, 2017. Since the repair was completed, we are unable to issue a full refund; however, as a conciliatory gesture for the delay in repairing Mr*** oven, we have processed a partial refund in the amount of $75.27, which is 30% off of the original repair cost. Mr*** should receive a check in the next two weeks. With that said, since we have documented Mr*** concerns with the repair process and we have completed the repair to his oven, albeit later than expected, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her
microwave repair It is regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her microwaveWe would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon researching Ms*** complaint, we found that she was scheduled for service on February 14, 2017, between 10:00am and 2:00pmUnfortunately the technician was running late and he did not arrive at Ms*** home until 2:41pm. The notes indicate that the repair was completed by 4:05pm with the installation of a new magnetron and diodeAlthough we strive to arrive at our customer’s homes within the expected service window whenever possible, extenuating circumstances sometimes arise to prevent us from fulfilling these expectations. Occasionally a technician can arrive late, and on even rarer occasions, arrive early. Our Routing department should have notified Ms*** when it became apparent that the technician would not be arriving as scheduled; we sincerely apologize that we failed to uphold our service promise to Ms***. We would like to assure Ms*** 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. With that said, since we have completed the service to Ms*** microwave and we have documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
December 22, *** *** 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 alleged non-receipt of a refund for an item cancelled from her kmart.com order It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, although our records show that Ms* *** was not charged for the cancelled item, we honored her request and issued a refund of $to her on December 22, 2016. Ms* *** will see this refund as a credit of $to her *** ending *** and $in points returned to her Shop Your Way Rewards account. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: I stated that I would probably get a new unit, but I did not say that I DID get a new unit. I have no choice. I am not going to pay Sears to repair a unit that has never worked properly for me. As I have said times. IT CAME TO ME NOT WORKING! After each repair it did not continue to work. Why on earth would I have them come again and pay them to do it?! That is insane. I will probably be contacting small claims court in the near future if the unit is not fixed free of charge or I am no given a refund. I would gladly give them the lemon back if they want to refund me. What I stated was that I wanted it fixed so I could get rid of it.
Sincerely,
Gayle ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Rick
***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experiencedAfter researching his online order and the notes, we found the first refund gift card was initially processed on July 31, However, there was a system error which caused the gift card to not properly processTherefore, Sears Online Solutions re-processed a new gift card of $and it was mailed to Mr***'s address on September 3, The gift card will arrive within ten to fourteen business days from that dateIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
August 31, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Parul *** - # *** Dear MsVirghes: We have completed the investigation of MrGhai’s complaint regarding the Master Protection Agreement (MPA)
coverage on his television Upon receiving MrGhai’s complaint, we reviewed the notes in our service system regarding his television. Our records show that he purchased her MPA on July 11, 2016, and subsequently called for service on July 21, 2016. On August 4, 2016, the technician examined MrGhai’s television and after consulting with STAC it was determined that the failure is a pre-existing condition and that the television is not eligible for repair or replacement under his MPA. He subsequently advised MrGhai of the findings. We have included the portion of the MPA pertaining to eligibility - “ELIGIBILITY FOR COVERAGEIf you did not purchase this Agreement at the same time as the purchase of the Covered Product, this section applies to youPrior to the sale of this Agreement, we reserve the right to obtain product information from you in order to determine eligibility for coverageTo be eligible for coverage, the product must be in proper operating condition at the start of coverage and the information regarding the original purchase date of the covered product is correctInaccurate information regarding purchase date may result in the product being ineligible for coverageWe reserve the right to inspect the Covered Product to determine eligibility for coverageIf you are not current on your installment or monthly payments for this Agreement, you will not be eligible for coverage or benefits under this Agreement until payment is made current“ In accordance with the above-referenced disclaimer regarding eligibility, MrGhai’s television will not be repaired or replaced. MrGhai will need to call our Protection Agreement department at (800) 827-to cancel the agreement and receive a refundWith that said, since we have explained why we are within our rights to refuse to repair or replace MrGhai’s television under his MPA, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa Lando Regulatory Complaints Specialist
October 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sean J*** C*** - # *** Dear *** *** We have completed our investigation of MrC*** complaint regarding his refrigerator repair
It is regrettable that we failed MrC*** expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value MrC*** patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused MrC*** Upon receiving MrC*** complaint, we contacted the local service unit for assistance. After speaking with MrC*** and discussing the matter further with the District Service Manager, Brenda P*** processed a refund request for $200.00. MrC*** should see a credit post to his *** account ending in *** in the next seven to ten daysWith that said, since we have documented MrC*** concerns with the repair process and we have issued the aforementioned refund, we ask that this matter be closed Again, we apologize to MrC*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
December 19, *** *** 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 misinformation regarding the status of her washer and dryer orders It is unfortunate that we failed Ms*** expectations when she recently ordered from sears.comWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** 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, we revealed that Ms*** washer and dryer were not received by our store until December 9, 2016, and an email notification was sent to her on the same day. Our records show that she was able to pick the washer and dryer up on December 16, 2016. 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 she has received her order 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 *** *** *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I receive the response from the Revdex.com, and it indicated a dollar gift cardI will be in the area if the Kmart here in Dania FLand could pick the gift card up if possible. Thanks*** ***
Contact Name and Title: *** ***
Contact Email: ***.***@searshc.com
September 24,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***- *** R***
Dear Ms***:
We have completed the investigation of Mr
***'s complaint regarding his dissatisfaction with the multiple repair attempts on his tv
Upon receiving Mr***'s complaint and reviewing his service history, we can understand why he was frustrated with his experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has a situation like Mr***, and we are pursuing solutions that will provide better options for our customers when these issues occurWe would like to note that Mr*** had repair on September 12, and our technician states that there are no issues with the tv but rather with Mr***'s cable signalAt this point, we would suggest that Mr*** call his cable provider and seek assistance with the cable boxWe apologize for any inconveniences that Mr*** has experienced but at this time, it has been determined that the issue is not with the tvThat being said, because we have advised that Mr*** needs to contact his cable provider, we respectfully request 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,
*** ***
Regulatory Complaints Specialist
***
***.***@searshc.com
March 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to our previous response While Ms*** is dissatisfied with our response, it is in accordance with the terms of her Master Protection Agreement (MPA). She has had three qualifying repairs in the last twelve months and requires a fourth failure before a replacement will be granted. As stated in our original response, if the washer fails again before December 31, 2017, she can send an email to *** to initiate the replacement process. In the interim, Ms*** additional comments have been documented and we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:I am currently getting ready to send the documents that we have talked about in an emailBut I do not see this as a full resolution just yet but I hope that it soon will be
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Megan H***
Initial Business Response /* (1000, 12, 2015/06/15) */
Contact Name and Title: Dana Shoulders
Contact Phone: XXX-XXX-XXXX
June 15,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** C***
Dear Ms***
We
have completed the investigation of Ms***'s complaint regarding her inability to receive a refund stemming from a dryer repair, where parts were not needed
We reviewed the service order in question and found that it was not noted properly so that a refund would be processedHowever, upon closer inspection it is clear that the technician did not install the partsWe apologize that this fact was missed by our billing group and that instead, they thought the service order charges were correctWe have sent feedback to ensure both parties correctly notate the order and then investigate properly in the futureWith that said, we reached out to Ms*** and obtained her *** *** card number so that we could process the refund for $back to her accountShe quickly provided this and the refund was processed on June 15, 2015; it should post to her account in the next 3-business daysIn the interim, since we provided Ms*** with her requested resolution, we have closed our file
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,
Dana Shoulders
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has finally credited our credit card account with the $it owed usWe do not believe this would have happened without the assistance of the Revdex.comThank you for providing an important service for consumers
*** *** 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 dishwasherSears Home
Services will be servicing Ms*** today, September 28, We will provide an additional update once the issue has been resolvedWe 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 ***
April 30,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that his dishwasher failed sooner
than he expected
We apologize that Mr*** dishwasher failed to meet his expectations of longevityThe 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 after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision
In Mr*** case, he purchased his dishwasher on April 1, 2013, and the manufacturer's warranty expired a year after on April 1, Our records indicate that Mr*** called to schedule service on April 13, which is year after the manufacturer's warranty expirationWe contacted Mr*** and as a good-will gesture, we offered to reimburse him for the labor cost on the dishwasher repairWe also offered to add a six month protection agreement on the dishwasher after the repair is completedThis should provide ample time and ensure that the problem is resolvedMr*** accepted the offers and was pleased that we made an effort to assist himThe repair on the dishwasher was completed on April 27, On April 30, we issued a $credit to Mr*** *** ending in *** which should post to his account within - business daysWe also added the six month protection agreement on the dishwasher, and Mr*** should receive a copy of the certificate within - weeksWith that being said, since it is our understanding that the labor reimbursement and the protection agreement are resolutions that Mr*** approved, 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
*** *** 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 washerOn July 11, 2016, a
Sears Home Services laundry technician installed a new lid switch in Ms*** washerOnce the lid switch was installed the washer was tested and was found to be operating as designedMoving forward, if Ms*** has any additional service related concerns; she can contact Heather *** ** *** ***At this time, since we have noted the completion of the repairs to Ms*** washer, 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 ***
Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL Re: Persephone ***#*** Dear Ms***: We have not fully completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears
Home Services anticipates completing repairs to Ms***’s refrigerator during a service call that is scheduled for October 17, Once repairs have been completed we will provide a more detailed responseWe 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of MrR*** complaint regarding his online order experience and his request
to retrieve the shipping fee and to receive the order It is unfortunate that we failed MrR*** expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure that his 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 that the merchandise was delivered on November 16, Additionally, Sears issued a $credit that was promised in a previous order on November 14, Finally, Executive Member Support agent Ellie R*** issued $on November 21, 2017, for customer satisfactionWe hope that in the future MrR*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted MrR*** concerns and 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, Eligia C*** Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank Sears Holdings Corporation for understanding my perspective of the information I was provided, and for agreeing to provide me with the desired resolution
August 22, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: William L*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services First, we
would like to apologize to Mr*** for failing his expectations in regard to the service he recently scheduled for his cooktopWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we reviewed the service order for his cooktop. Due to issues with scheduling, we will refund Mr*** the $service fee he paidAccordingly, on August 22, 2016, a credit request was submitted; Mr*** should see the refund post to his Visa account ending in in the next five to seven business days. With that said, since we have documented Mr***’s concerns and provided the aforementioned remuneration, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
December 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ricky *** - # Dear Ms***: We have completed our investigation of Mr*** complaint regarding Sears Home
Services It is regrettable that we failed Mr*** expectations when he recently scheduled an oven repairWe value Mr*** patronage and we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe do not take these matters lightly and we sincerely apologize to Mr*** for any inconvenience we may have caused Upon receiving Mr*** complaint, we reviewed our service system to determine the status of the oven repair. Our records show that the repair to Mr*** oven was completed on December 20, 2017. Since the repair was completed, we are unable to issue a full refund; however, as a conciliatory gesture for the delay in repairing Mr*** oven, we have processed a partial refund in the amount of $75.27, which is 30% off of the original repair cost. Mr*** should receive a check in the next two weeks. With that said, since we have documented Mr*** concerns with the repair process and we have completed the repair to his oven, albeit later than expected, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her
microwave repair It is regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her microwaveWe would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon researching Ms*** complaint, we found that she was scheduled for service on February 14, 2017, between 10:00am and 2:00pmUnfortunately the technician was running late and he did not arrive at Ms*** home until 2:41pm. The notes indicate that the repair was completed by 4:05pm with the installation of a new magnetron and diodeAlthough we strive to arrive at our customer’s homes within the expected service window whenever possible, extenuating circumstances sometimes arise to prevent us from fulfilling these expectations. Occasionally a technician can arrive late, and on even rarer occasions, arrive early. Our Routing department should have notified Ms*** when it became apparent that the technician would not be arriving as scheduled; we sincerely apologize that we failed to uphold our service promise to Ms***. We would like to assure Ms*** 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. With that said, since we have completed the service to Ms*** microwave and we have documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
December 22, *** *** 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 alleged non-receipt of a refund for an item cancelled from her kmart.com order It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, although our records show that Ms* *** was not charged for the cancelled item, we honored her request and issued a refund of $to her on December 22, 2016. Ms* *** will see this refund as a credit of $to her *** ending *** and $in points returned to her Shop Your Way Rewards account. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: I stated that I would probably get a new unit, but I did not say that I DID get a new unit. I have no choice. I am not going to pay Sears to repair a unit that has never worked properly for me. As I have said times. IT CAME TO ME NOT WORKING! After each repair it did not continue to work. Why on earth would I have them come again and pay them to do it?! That is insane. I will probably be contacting small claims court in the near future if the unit is not fixed free of charge or I am no given a refund. I would gladly give them the lemon back if they want to refund me. What I stated was that I wanted it fixed so I could get rid of it.
Sincerely,
Gayle ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Rick
***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experiencedAfter researching his online order and the notes, we found the first refund gift card was initially processed on July 31, However, there was a system error which caused the gift card to not properly processTherefore, Sears Online Solutions re-processed a new gift card of $and it was mailed to Mr***'s address on September 3, The gift card will arrive within ten to fourteen business days from that dateIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
August 31, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Parul *** - # *** Dear MsVirghes: We have completed the investigation of MrGhai’s complaint regarding the Master Protection Agreement (MPA)
coverage on his television Upon receiving MrGhai’s complaint, we reviewed the notes in our service system regarding his television. Our records show that he purchased her MPA on July 11, 2016, and subsequently called for service on July 21, 2016. On August 4, 2016, the technician examined MrGhai’s television and after consulting with STAC it was determined that the failure is a pre-existing condition and that the television is not eligible for repair or replacement under his MPA. He subsequently advised MrGhai of the findings. We have included the portion of the MPA pertaining to eligibility - “ELIGIBILITY FOR COVERAGEIf you did not purchase this Agreement at the same time as the purchase of the Covered Product, this section applies to youPrior to the sale of this Agreement, we reserve the right to obtain product information from you in order to determine eligibility for coverageTo be eligible for coverage, the product must be in proper operating condition at the start of coverage and the information regarding the original purchase date of the covered product is correctInaccurate information regarding purchase date may result in the product being ineligible for coverageWe reserve the right to inspect the Covered Product to determine eligibility for coverageIf you are not current on your installment or monthly payments for this Agreement, you will not be eligible for coverage or benefits under this Agreement until payment is made current“ In accordance with the above-referenced disclaimer regarding eligibility, MrGhai’s television will not be repaired or replaced. MrGhai will need to call our Protection Agreement department at (800) 827-to cancel the agreement and receive a refundWith that said, since we have explained why we are within our rights to refuse to repair or replace MrGhai’s television under his MPA, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa Lando Regulatory Complaints Specialist
October 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sean J*** C*** - # *** Dear *** *** We have completed our investigation of MrC*** complaint regarding his refrigerator repair
It is regrettable that we failed MrC*** expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value MrC*** patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused MrC*** Upon receiving MrC*** complaint, we contacted the local service unit for assistance. After speaking with MrC*** and discussing the matter further with the District Service Manager, Brenda P*** processed a refund request for $200.00. MrC*** should see a credit post to his *** account ending in *** in the next seven to ten daysWith that said, since we have documented MrC*** concerns with the repair process and we have issued the aforementioned refund, we ask that this matter be closed Again, we apologize to MrC*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
December 19, *** *** 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 misinformation regarding the status of her washer and dryer orders It is unfortunate that we failed Ms*** expectations when she recently ordered from sears.comWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** 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, we revealed that Ms*** washer and dryer were not received by our store until December 9, 2016, and an email notification was sent to her on the same day. Our records show that she was able to pick the washer and dryer up on December 16, 2016. 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 she has received her order 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 *** *** *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I receive the response from the Revdex.com, and it indicated a dollar gift cardI will be in the area if the Kmart here in Dania FLand could pick the gift card up if possible. Thanks*** ***
Contact Name and Title: *** ***
Contact Email: ***.***@searshc.com
September 24,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***- *** R***
Dear Ms***:
We have completed the investigation of Mr
***'s complaint regarding his dissatisfaction with the multiple repair attempts on his tv
Upon receiving Mr***'s complaint and reviewing his service history, we can understand why he was frustrated with his experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has a situation like Mr***, and we are pursuing solutions that will provide better options for our customers when these issues occurWe would like to note that Mr*** had repair on September 12, and our technician states that there are no issues with the tv but rather with Mr***'s cable signalAt this point, we would suggest that Mr*** call his cable provider and seek assistance with the cable boxWe apologize for any inconveniences that Mr*** has experienced but at this time, it has been determined that the issue is not with the tvThat being said, because we have advised that Mr*** needs to contact his cable provider, we respectfully request 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,
*** ***
Regulatory Complaints Specialist
***
***.***@searshc.com
March 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to our previous response While Ms*** is dissatisfied with our response, it is in accordance with the terms of her Master Protection Agreement (MPA). She has had three qualifying repairs in the last twelve months and requires a fourth failure before a replacement will be granted. As stated in our original response, if the washer fails again before December 31, 2017, she can send an email to *** to initiate the replacement process. In the interim, Ms*** additional comments have been documented and we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:I am currently getting ready to send the documents that we have talked about in an emailBut I do not see this as a full resolution just yet but I hope that it soon will be
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Megan H***
Initial Business Response /* (1000, 12, 2015/06/15) */
Contact Name and Title: Dana Shoulders
Contact Phone: XXX-XXX-XXXX
June 15,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** C***
Dear Ms***
We
have completed the investigation of Ms***'s complaint regarding her inability to receive a refund stemming from a dryer repair, where parts were not needed
We reviewed the service order in question and found that it was not noted properly so that a refund would be processedHowever, upon closer inspection it is clear that the technician did not install the partsWe apologize that this fact was missed by our billing group and that instead, they thought the service order charges were correctWe have sent feedback to ensure both parties correctly notate the order and then investigate properly in the futureWith that said, we reached out to Ms*** and obtained her *** *** card number so that we could process the refund for $back to her accountShe quickly provided this and the refund was processed on June 15, 2015; it should post to her account in the next 3-business daysIn the interim, since we provided Ms*** with her requested resolution, we have closed our file
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,
Dana Shoulders
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has finally credited our credit card account with the $it owed usWe do not believe this would have happened without the assistance of the Revdex.comThank you for providing an important service for consumers
*** *** 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 dishwasherSears Home
Services will be servicing Ms*** today, September 28, We will provide an additional update once the issue has been resolvedWe 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 ***
April 30,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that his dishwasher failed sooner
than he expected
We apologize that Mr*** dishwasher failed to meet his expectations of longevityThe 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 after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision
In Mr*** case, he purchased his dishwasher on April 1, 2013, and the manufacturer's warranty expired a year after on April 1, Our records indicate that Mr*** called to schedule service on April 13, which is year after the manufacturer's warranty expirationWe contacted Mr*** and as a good-will gesture, we offered to reimburse him for the labor cost on the dishwasher repairWe also offered to add a six month protection agreement on the dishwasher after the repair is completedThis should provide ample time and ensure that the problem is resolvedMr*** accepted the offers and was pleased that we made an effort to assist himThe repair on the dishwasher was completed on April 27, On April 30, we issued a $credit to Mr*** *** ending in *** which should post to his account within - business daysWe also added the six month protection agreement on the dishwasher, and Mr*** should receive a copy of the certificate within - weeksWith that being said, since it is our understanding that the labor reimbursement and the protection agreement are resolutions that Mr*** approved, 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
*** *** 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 washerOn July 11, 2016, a
Sears Home Services laundry technician installed a new lid switch in Ms*** washerOnce the lid switch was installed the washer was tested and was found to be operating as designedMoving forward, if Ms*** has any additional service related concerns; she can contact Heather *** ** *** ***At this time, since we have noted the completion of the repairs to Ms*** washer, 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 ***
Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL Re: Persephone ***#*** Dear Ms***: We have not fully completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears
Home Services anticipates completing repairs to Ms***’s refrigerator during a service call that is scheduled for October 17, Once repairs have been completed we will provide a more detailed responseWe 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of MrR*** complaint regarding his online order experience and his request
to retrieve the shipping fee and to receive the order It is unfortunate that we failed MrR*** expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure that his 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 that the merchandise was delivered on November 16, Additionally, Sears issued a $credit that was promised in a previous order on November 14, Finally, Executive Member Support agent Ellie R*** issued $on November 21, 2017, for customer satisfactionWe hope that in the future MrR*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted MrR*** concerns and 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, Eligia C*** Regulatory Complaint Specialist Sears Holdings Corporation