Sears Holdings Corporation

Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: #[redacted]71-James [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his washer.
In the...

interest of customer satisfaction, we will allow Mr. [redacted] to select another washer sold at Sears as an exchange. Our return policy is 30 days from the date of purchase, but we will make an exception in this case. Mr. [redacted] paid $649.99 for the washer and he may select another washer for that price. Due to the amount of time that has elapsed since his purchase, we will not be able to return any money if he chooses a less expensive model and any cost above the $649.99 will be his responsibility if he selects an item priced above that amount. Once Mr. [redacted] has made his selection, he will need to contact me and I will gladly make the necessary arrangements for delivery. It is usually easiest to reach me via email. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Tammie.[redacted]@searshc.com

December 1, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  [redacted]            Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his Shop Your Way Rewards (SYWR) account.         We have spoken with Mr. [redacted] in regard to this issue and he informed us that the matter had already been resolved. In the future, we would encourage Mr. [redacted] to contact the SYWR care team at the phone he was given should any further issues arise. In light of the aforementioned information, we respectfully ask that this matter be considered closed.   We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

January 3, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  [redacted]       Dear Ms[redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his recent purchases.   We apologize for the delay. Mr. [redacted] used Shop Your Way Rewards (SYWR) points for almost the whole cost of both orders and as of December 22, 2016, his account was credited for the remaining amount or $27.30, making him whole. Our online Terms of Use, which each member agrees to simply by viewing the site, note that we do not  guarantee our site to be free from error in regard to pricing and or availability and any order containing an inaccuracy may be canceled at our discretion. As such, we are not obligated to grant Mr. [redacted] request and we have closed our file.   We apologize to Mr. [redacted] for the delay and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

September 26, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]–Anthony [redacted]        Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’ complaint regarding his screwdriver.     District Manager Jerry [redacted] provided the following response:   We have attempted to reach Mr. [redacted] on several occasions, but have been unsuccessful. However, we were able to leave a message. In the message, we let him know that we were willing to exchange the one screwdriver for the closest thing we have available or we can exchange the entire set of screwdrivers so we will still leave him having a “matching set”. We are willing to do this, but we need for Mr. [redacted] to contact the Aurora store at ([redacted]-[redacted] or stop by. The store manager and owner are aware, and they are ready to assist. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

November 16, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611
[redacted]       [redacted]We have
completed our investigation of [redacted] complaint...

regarding the charge
for a recent service call on her dishwasher and her request for a refund.At
the time [redacted] called to schedule service through Sears Home Services, she
was apprised that since her dishwasher was no longer under warranty, she would
be scheduled as a cash call and responsible for a minimum non-refundable trip
charge of $69.00.The
call taker explained that regardless of whether the repair estimate is
accepted, a fee is due. Although we are within our rights to decline [redacted] request for a refund, we have processed a credit in the amount of
$69.0, as a one-time customer courtesy. 
The credit was requested on November 16, 2015, so [redacted] can
expect to see it post to her [redacted] account ending in [redacted] in approximately five
to seven days from this date.  With that
said, since we are providing [redacted] with her requested resolution, we
ask to have this matter closed.We apologize to [redacted] and appreciate the
opportunity to address this matter. Sincerely,[redacted]

July 5, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and request for a refund.   As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.   It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.   With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] located at [redacted] email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below:   Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.   After reviewing the notes in the order we show that Ms. [redacted] made several attempts to work with the seller with no success. Therefore, to resolve this matter we processed a refund request today July 5, 2016. Ms. [redacted] should see the refund post to her original form of payment within 7 to 10 business days. Additionally, she may either keep or dispose of the item to her discretion. In closure, since a refund has been provided, we have closed our file.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

February 18, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding his recent online order and request for a refund back to his [redacted] account. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that [redacted]t placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted]t’s case, the order was fulfilled by [redacted] located at [redacted] with a telephone number of [redacted] and email address: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted]t’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After researching the notes in the order we found that Sears Online contacted the seller [redacted] on [redacted]t’s behalf. [redacted] indicated that they had system issues with their orders which were recently corrected. The order was shipped via [redacted] and we verified that delivery was completed on February 16, 2016. In closure, since delivery has been received, we have closed our file. We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Complaint: [redacted]
I am rejecting this response because:
First it was a Sears coupon that I had and it was also hanging by the register. I still have it on my phone. Get extra 10% off if you spend $599 (for mattress and or foundation) That is the one I qualifed for. The checker wouldn't even try to scan it. So then I showed a third party coupon. That one did have restrictions. So then I said there was one (but the page I had on my phone disappeared ) it did NOT have restrictions and it said take an additional $30 off any in-store bed purchase $499 or higher at Sears. I asked if they wouldn't mind helping me find it. I was there for the entire afternoon they were understaffed and so I had to wait a long time. I was very patient. And when finally making a big purchase I asked if I could get help with a coupon I was ignored. No other customers there by that time. Really??? That's how you treat customers -by not helping!! I worked in customer service and have NEVER treated a customer like that ever! I would have helped find a coupon, especially if a customer asked. I was ignored by the checker and supervisor when I asked. They couldn't be bothered. Ridiculous and unbelievable! Sears has proven they do not care about their customers at all anymore. All about greed. And too lazy to help customers. Another department store I just went in recently helped with a coupon also, when I told her about what Sears did she said; oh wow that's horrible. Rude and unprofessional. We would be in big trouble if we treated customers like that. We are always, always helping customers with coupons, we want happy customers. I can't believe they didn't help you with a coupon that's crazy! Especially all the money you spent there. Because of the coupon situation she said she won't shop at Sears again. Like she told me, customers should come first and should always be treated right. I made a huge purchase at Sears and you care that little about your customers to not honor a legitimate 10% off in-store coupon. Or if it wasn't (that one was) then to help find a coupon I could use!!! Totally ridiculous that no one wanted to bother with that!!  Dishonest, or trying to trick people? Terrible customer service. I already stopped one couple from buying their bed from Sears- so they bought theirs in a different store instead. A friend said she will hang a flyer in her shop about boycotting Sears (perfect time for the holidays) so customers will see it and know why. I will probably take her up on that offer. So people will make their Christmas purchases at better stores (likes the ones I mentioned) where they are appreciated. Stores that will be honest and honor coupons or find one a customer can use instead. There were legitimate coupons where I would have had $30-$60 dollars off my $600 Sears purchase but you guys apparently don't care about keeping customers or making new ones.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Sincerely,
[redacted]

September 15, 2016
 
0in 0pt" class="InsideAddressName">Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Zoya [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’s complaint regarding the repair of her refrigerator.
 
We have reviewed Ms. [redacted]’s service history and our records show that her refrigerator was repaired on September 6, 2016.  Per our technician, our technician states that lights were installed and the unit now works as designed.  Because we value Ms. [redacted]’s patronage, we have processed a $50.00 gift card as a one-time customer courtesy for any inconveniences that she may have experienced.  The gift card will be processed in 7-10 business days to the repair address listed on file.  That being said, because we have addressed Ms. [redacted]’s complaint, we respectfully request this complaint be closed.
 
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

October 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94574507 - Luis [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s...

complaint regarding his dissatisfaction with the multiple repairs on his refrigerator and his request for a replacement.
Before going further, we would like to note that Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Mr. [redacted]'s service history, and under the aforementioned terms, he did not meet the criteria for replacement.
Our records indicate that Mr. [redacted] contacted us on April 10, 2015 that the ice maker was getting warm. On April 21, 2015 our technician replaced the compressor and the repair was completed. We also issued Mr. [redacted] a $250 check for food loss reimbursement, which is the max allowable amount per his MPA; the check was cashed on April 24, 2015. Mr. [redacted] contacted us again on September 9, 2015 that the ice maker was malfunctioning. Our technician replaced the ice maker and completed the repair on September 14, 2015. Mr. [redacted] called again on September 27, 2015 to report that the refrigerator was not cooling. Our technician replaced the compressor, drier assembly and the condenser; the repair was completed on October 9, 2015 Regrettably, Mr. [redacted] did not qualify for any additional food loss reimbursement since he had reached the max allowable amount per his MPA. Since we have addressed the issue brought forth in Mr. [redacted]'s complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

Initial Business Response /* (1000, 14, 2015/09/29) */
Re: [redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding a service call provided by Sears Garage Solutions at her home.
[redacted], Customer Service Manager from...

Sears Garage Solutions provided the following response:
Ms. [redacted] home had two 8 ft doors and so 8 ft extensions were necessary. Since they were 8 ft doors, the extensions would have been required to properly install the garage door openers in order to allow the door to open all the way. Sears Garage Solutions charges $50.00 per 8 ft extension so the total charge was $100.00., the amount paid to the technician. If Ms. [redacted] has any further concerns, she can reach me at [redacted] or via email at [redacted]@searsfranchises.com. Since we have noted the reason Ms. [redacted] was charged an additional $100.00, we ask that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

Complaint: [redacted]
I am rejecting this response because: If I'm placing an order on sears.com, then regardless of who the vendor , it's Sears responsible to ensure the order is completed & processed correctly. Sears sent an email confirming my order, so where was the...

transmission lost? It seems as though they are just passing the blame along. if it was a transmission error then why did I get an confirmation? If an error happened, then it was between vendor & Sears. I just want to know why my order was canceled rather then fixed.
Sincerely,
Sofia [redacted]

November 15, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]–Benjamin [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding his Shop Your Way Rewards (SYWR) account.   According to our records, Mr. [redacted] used all points to pay for the initial or[redacted] for the pruner. $5.00 of those points were surprise points, which are not earned or credited back if an or[redacted] is canceled. However, the $5.00 in points was credited to Mr. [redacted]’s account as a courtesy on November 1, 2016. Those points were then used on an or[redacted] for a bit driver set. A full refund has also been issued for the second or[redacted] he placed for the pruner or[redacted] in the interest of consumer satisfaction.  We want to apologize for any misun[redacted]standing and assure Mr. [redacted] that we appreciate his patronage. In light of the aforementioned information, we have closed our file.   We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, Tammie [redacted] Specialist, Regulatory Complaints Tammie[redacted]@searshc.com [redacted]

November 7, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted]       [redacted]We have
completed our investigation [redacted] complaint regarding...

his dissatisfaction
with Sears Home Services.First,
we would like to apologize to [redacted] for failing his expectations in regard
to the repair of his refrigerator. Additionally,
we would like to assure [redacted] that we appreciate his valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network.   We do
not take these matters lightly and we have forwarded [redacted] concerns to
the District Service Manager and Routing Manager for further review.  We appreciate the opportunity to address the
customer service/scheduling issues outlined within [redacted] complaint, so
that future problems can be averted.  On November 5, 2015, the
technician returned to [redacted] home to install a new motor for the icemaker.  Once the motor was installed, the
refrigerator was tested and found to be operating properly. Again, we sincerely
regret any inconvenience [redacted] may have experienced due to the delay in
repairing his refrigerator.  As a conciliatory
gesture, [redacted] with unit [redacted] offered a six-month extension to the protection
agreement carried on the refrigerator, which [redacted] accepted. With that
said, since we have completed the repair to [redacted] refrigerator, albeit
later than expected, and documented his concerns with the repair process, we
ask to have this matter closed.Again,
we apologize to Mr. and [redacted] and we appreciate the opportunity to address
this matter. Sincerely,[redacted]Regulatory Complaints
Specialist

June 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]...

complaint regarding the problem she encountered when she attempted to return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy, which is listed online and posted in our stores, was changed over one year ago on June 14, 2015. Ms. [redacted] mentioned that she purchased the shoes online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the shoes on May 2, 2016, and then attempted to return them on June 18, 2016, she was clearly over the 30-day “hassle-free” return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted]’s request
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]

September 14, 2015Revdex.comAttn: Nita [redacted]330 North Wabash Ave. - Ste. 2006Chicago, IL 60611Our File No: 16434845Revdex.com File No: 945683617/Patricia [redacted]Via: Revdex.com websiteDear Ms. [redacted],This letter serves to...

confirm that Sears Home Improvement Products (SHIP) has been in contact with Mrs. [redacted] and her daughter, Ms. [redacted], who resides in the home where the roof was installed. At this point, we are having one of our project coordinators, Mr. Stephen [redacted], visit Ms. [redacted] in order to attempt to ascertain where the leak is coming from so that we may prepare for a resolution. Once we have a better idea of what is causing the leak we will update your office accordingly.Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-222-5030 extension 5496, or via email at [redacted]@searshomepro.com.Sincerely,Liz [redacted]SHIP/HI Regulatory Complaint Specialist cc: Mr. and Mrs. John [redacted]Ms. Amy [redacted]

Nita [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 
60611Re: Laila N [redacted] #10957447 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears
Garage Solutions.
Rhonda...

[redacted], Sears Garage Solutions, Support Specialist
provided the following response:We would like to
refund Ms. [redacted] $49.99 but need to speak with her to process the refund. That said,
I would ask that Ms. [redacted] contact me directly at [redacted] or via email at rhonda.[redacted]@searsfranchises.com, so I could
gather the needed info to process the refund. Since we have noted our intent to
refund Ms. [redacted], we ask that this complaint be closed pending contact.
We apologize to Ms.
[redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have
any further questions or concerns.Sincerely,Adam [redacted]Regulatory Claims SpecialistSears Holdings CorporationAdam.[redacted]@searshc.com

November 29, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Adolphe [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator repair. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance.  Ethel [redacted] with [redacted] responded that she has spoken with Mr. [redacted] regarding his concerns.  While there is no evidence that the technician damaged Mr. [redacted] refrigerator, as a courtesy, he has been offered a full refund of his Service Smart Agreement (SSA) and $100.00 in food loss.  Mr. [redacted] has also been advised that he can contact Sedgwick if he would like to file a damage claim.  To date, Mr. [redacted] has not responded to the aforementioned offer.  With that said, since Mr. [redacted] has not provided any proof to substantiate his allegation that the technician damaged his refrigerator and since a fair resolution has been proposed, we ask that this matter be closed.   We appreciate the opportunity to address this matter.    Sincerely, Melissa [redacted] Regulatory Complaints Specialist

October 5, 2016
 
0pt" class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear Ms[redacted]
 
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple repair attempts on her tractor.
 
We have received Ms. [redacted] complaint and after reviewing her service history, we can understand why she was frustrated with her experience.  Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present.  This is usually not discovered until the customer has a chance to let the item run for awhile.  Regrettably, 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 location.  We understand that this can be frustrating when a customer has a situation like Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur.  We would like to note that Ms. [redacted] has been in contact with our Protection Agreement Benefits Administration (PABA) office where she was offered a complimentary 6 month protection agreement or a $100 gift card.  She has also been scheduled for repair on October 7, 2016.  That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
 
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]

June 7, 2016
size="3"> 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one of our auto centers.
 
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Assistant Auto Center Manager of unit# [redacted], who states the following:
 
I contacted Mr. [redacted] regarding the recent issue today 96/01/16).  Mr. [redacted] has agreed to return to the auto center on Saturday to allow us to re-diagnose the vehicle.  Depending on the cost of the repair, Mr. [redacted] may have his vehicle repaired.  If he feels as though the cost is too high, we have agreed to refund the recent visit.  That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
 
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]