Complaint: [redacted] I am rejecting this response because: They have told me that I would be refunded before and it never happenedWhen I get confirmation that the refund has applied back to my credit card then I will accept the outcome Sincerely, William [redacted]
May 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our appointment availability in his area for the repair of his tractorIt is unfortunate that we failed [redacted] expectations when he recently scheduled a tractor repairWe understand his concern about the length of time to service, especially with an item that may be used quite often during this seasonWe want to assure [redacted] that his feedback regarding the service availability in his area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe contacted [redacted] and he confirmed that he would not be available for the May 13, appointmentAs a good-will gesture, we arranged a service appointment that would fit both our schedules [redacted] agreed to schedule service for May 20, With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this timeAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 11, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear M [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding multiple repairs for her new refrigeratorOn receipt of Ms [redacted] complaint we tried to contact Ms [redacted] at the number provided in her complaint, [redacted] We were able to reach an individual but she informed me that there was no one by [redacted] at this number even after confirming I had dialed the number correctlyWe also sent an email to the email address provided in the complaint: [redacted] but have received no replyAfter further research we were able to locate the sales check under [redacted] and called the number listed on thatWe again were able to get an individual on the line and he confirmed the number dialed and again stated no one by the name of [redacted] was at that locationIf the [redacted] are still in need of assistance they can call me directly at [redacted] and after confirming their correct contact information we will be happy to assistIn the mean time we have closed our case pending Ms [redacted] responseWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a food loss claim First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigerator Upon researching Mr [redacted] concerns with the denial of his second food loss claim, we find that it was denied because it was not verified by a technician However, since the refrigerator was exchanged, we feel that this confirms that the refrigerator had failed again Therefore, we contacted our Protection Agreements Department and submitted a food loss claim for $on Mr [redacted] behalf Accordingly, a check request has been processed, so Mr [redacted] can expect a $check in the next two weeks Additionally, the remaining Master Protection Agreement (MPA) coverage has been transferred to Mr [redacted] new refrigerator; the coverage expires on September 22, With that said, since we have documented Mr [redacted] concerns and issued the requested food loss check, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:I have a repair person coming out 11-04-between 3pm and 6pmOrder number [redacted] from my understanding each technician that has come outhave said they took the authority away from them to say whether the refrigerator is repairableIt is not a washer it is refrigerator The last time they came out they sent parts before the tech came out to even look at the refrigerator that does not even make since sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] * Michael R H [redacted] Dear [redacted] We have not fully completed our investigation MrH [redacted] complaint regarding his riding lawn mower We have been unable to locate a profile or purchase of a riding tractor for MrH [redacted] with the phone number and address provided in his complaintWe will be happy to assist with his complaint but will need MrH [redacted] to provide either a receipt of purchase of the Craftsman tractor from Sears or the phone number and address used at time of purchaseSince we are needing additional information from MrH [redacted] to be able to address his concerns wed have closed this case pending his response 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:Every person I have dealt with in this situation (both Sears employees and contracted employees) has been less than helpful The general attitude is that Sears is right and the customer is wrongEvery response I have received has been scripted telling me that Sears has no interest in taking care of the customer or keeping a customerI have worked in Customer Service in one form or another for over years and the biggest 4-letter word is "can't"That's just something you don't say to a customerIf a customer is inconvenienced because of your company, you bend over backwards to make it up to themSears consistently told me what they can't do and I was NEVER offered a solution from any of the people I spoke withI had to push and push just to get what I paid for and then I still didn't even receive the service I was promisedSears clearly does not value customers or their businessI will not accept the response to this complaintSears has lost me and everyone I know as customers Sincerely, [redacted]
April 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her missing refund As clarification, [redacted] refund check had been issued on March 18, by [redacted] Since there was an issue with the check, the store employee was going outside of procedure in an effort to expedite the refund by issuing it to [redacted] accountWe apologize if this made [redacted] uncomfortable and for any misunderstanding That said, [redacted] has informed us that they spoke with [redacted] and once they verified her address, a new check has been mailed todayWe ask that [redacted] allow 5-business days for the arrival of her checkIn closing, we respectfully ask that [redacted] contact [redacted] for any further concerns she may have with her lease Again, we apologize to [redacted] and 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 [redacted]
Complaint: [redacted] I am rejecting this response because: Sear is not being truthful and knows better than this I was asked by one of their tech to make added room around the service door for more convenient access and spent much time and money doing so The photo I sent was to show it was done so they could remove the no service on my plan on this particular unitThis unit has been in this location since it was new and sears serviced it before several times with no issues to access when they sent someone who was really trying to get the repair doneThe wall net to it was also always there and this unit was never movedIn fact sears serviced the old unit for over 20yrs in this exact same locationThis is just a vendetta drummed up my these service guys so they can stick up for each other not doing their jobI can also assure I have never spoken to any of these guys except on the phoneMy Contractor who asked one of these guys to leave and never come back was in his words in Spanish said the guy that was out there was just being lazy his wordsHe said he threatened him verbally and then said he would fix the owner of this property He told be he sat across the street of my property and was talking and doing something on his computerI suppose this was the fix he put in lie ing about his experienceI know this contractor and he is a mental sole and if he pissed him off he must have done something to earn it No matter it seems at this point sears would rather have an employee fight against it s customer that has paid for this serviceAnd how do they explain all the other service guys and gals that have worked her over the past yrs that never had a problem All I know is I have paid for a service and complied with their access request and that is not good enough for this rep and his band of workman and from the first call he was very argugmenative as well as condescending and mad statements like he was not sure what he was looking at and also said he was not a contractor and knew nothing about constructionOf course it very clear he does notHe also was not interested in solving the problemThis note he sent back to you is the real lie and this man is the lierI am not sure where we go from here but I intend to get what I paid forNone of this is my fault this is something that occurred between a sub contractors the time working on a different project at this property and in no longer in my employ so I have no understanding who these people are they speak of Thanks *** Sincerely, [redacted]
March 23, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attentionThis letter serves to provide a response to the customer’s rebuttal statement dated 03/17/SHIP is disheartened that [redacted] feels that his concerns were not resolved adequately by our company prior to seeking further action from youThe sash was reordered and will arrive this weekWe will complete all repairs once we have received the sashWe apologize for any frustrations or inconveniences [redacted] may have experienced as a result of this issueThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] ***
May 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his service experience It is important to note that per the terms and conditions of all Sears service agreements the covered appliance must be accessible to the service repair technician Our records show that [redacted] called in for service on his dishwasher on April 18, At that time he was offered and purchased a Service Smart Agreement (SSA) for the Dishwasher at $on to his [redacted] ending in [redacted] When our service technician returned on April 27, to install the parts ordered on April 20, he found that the existing water line to the dishwasher was too short to allow the dishwasher to be pulled from the cabinet so that our service technician had enough clearance to install the needed parts [redacted] was instructed that he would need to have a plumber install a longer water line so that we could complete the repairs [redacted] refused to have this doneOur service technician did take the Sears ordered parts back with him which is policy when we are unable to complete a repair based on the appliance set upSears did not deem [redacted] dishwasher unrepairable, we deemed it inaccessible for repairs Since we understood that [redacted] was not going to make the needed adjustments so that his dishwasher was accessible to our service technician we cancelled the Service Smart Agreement and refunded him in full the $We understand that [redacted] is not satisfied with this action but if he refuses to make the needed adjustments so that his dishwasher is accessible for repairs we have no choice but to refund him the full purchase of the (SSA)If [redacted] chooses to make the recommended changes to the dishwasher so that it is accessible for repairs he will be able to repurchase the SSA and we will continue with service at that timeSince we have explained why we refunded [redacted] and will not be able to continue with repairs at this time due to the inaccessibility of his dishwasher we have closed his complaint We apologize to [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 15, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding damage to his rangeSears has referred [redacted] damage claim to our third-party claims administrator [redacted] for further reviewOnce [redacted] opened the claim, [redacted] , it was assigned to Claims Examiner [redacted] for handling [redacted] can be reached at [redacted] during business hours or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] ’s actionsTheir decision is immutableSince we have provided [redacted] with the information needed to follow up on his claim, we respectfully request that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order and non-receipt of a refund [redacted] , Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms [redacted] expectations when she requested a refundWe value Ms [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted We truly regret any inconvenience Ms [redacted] may have experiencedFortunately, our store was finally able to issue a refund on February 8, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould Ms [redacted] have any further questions or concerns, she may contact our store directly at ( [redacted] Since a refund has been processed, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have completed our investigation of [redacted] complaint regarding the charge for a recent service call on snow thrower and his request for a refund of the diagnostic feeAt the time [redacted] called to schedule service through Sears Home Services, he was apprised that since his snow thrower was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ It was further explained to [redacted] that if he proceeded with the repair, he would not be charged separately for a diagnostic fee; rather, the cost would be incorporated into the labor charge [redacted] accepted the estimate and the cost to repair his snow thrower totaled $ The labor cost was $(discounted 20% from $196.00); the cost of the part was $ [redacted] is not due any refund as the labor cost included the diagnostic fee The only time the diagnostic fee is an independent charge is if the estimate is declined Below are screen shots of the monetary screen and job code screen showing the cost breakdown for the repair and the labor cost to replace the carburetorCustomer : [redacted] Coverage : CC Customer Charge Service order # : [redacted] Parts Service Ref No: [redacted] Subtotal Disc (% ) Coupon (% ) Associate (% ) Net Allowance: Tax Tax Exempt # Pre-paid amount Grand total Total Payment ** *** [redacted] Exp Auth [redacted] Amount Customer : [redacted] Mdse code: [redacted] Service order # : [redacted] Job Code Job Code Description Call Date Price *** *** [redacted] [redacted] Carb Replace ** [redacted] We apologize for any misunderstanding [redacted] may have experienced, but he was charged correctly; therefore, no refund will be provided As this decision is final and commensurate to the circumstances, we ask that this matter be closedWe appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: I'll accept their offer HOWEVER they haven't sent anything to me other than the response to this Revdex.com complaintOnce they send me the refund I will close the complaint Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her experience with Sears We have response from both Sears Home Delivery and from the Burnsville Sears store related to [redacted] complaint [redacted] , Assistant Operations Manager from the Burnsville Sears store provided the following response: On October 23, 2015, I was able to resolve [redacted] complaintThat said, sales check # [redacted] references a credit in the amount of $139.99, which was processed back [redacted] card ending in ***Typically a consumer can expect a credit to post to a credit card account within 3-business days [redacted] ***, Sears Delivery Solutions, Support Specialist provided the following response: After confirming [redacted] email address, Sears Delivery Solutions processed a $Sears gift card, which will be emailed to her [redacted] email addressTypically a consumer will receive an electronic gift card within business daysWe feel it is important to note that there are times when an electronic gift card will end up in a consumers spam/junk mail boxWe ask that [redacted] ensure she checks her spam/junk mail boxSince we have noted that we have processed the gift card and refund for the garage door opener installation, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] ( [redacted]
December 15, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #10977181– Regina [redacted] Dear Ms [redacted] :We have completed the investigation of Ms***’ rebuttalAuto Center Manager [redacted] provided the following response: We have reviewed both our response and Ms***’ rebuttal, and we do not find that she has brought any new information to her complaint We cannot understand why Ms [redacted] has continued to pursue this issueTo reiterate, we told her from the beginning that the tires she wanted initially were not in stock and that is why she came to put the deposit downWhen we put tires on her vehicle, she had to have known it would not be the ones she initially wanted, which had to be orderedAs we noted there was a special on the Road Handler tires, which were in stock While they were more expensive, the warranty was for a longer period of time and you got the fourth tire free if you bought the other threeWe offered this as an alternative so that Ms [redacted] could get her tires immediately without waiting and she agreedIn fact, when she indicated that she was not happy with the price of the tires to our dismay, we allowed her to drive her car on the Road Handler tires for free until the tires she had first expressed an interest in arrived We feel we made every effort to try and resolve this situation amicablyUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant Should Ms [redacted] wish to discuss the matter further, I (Shawn) may be reached during hours at [redacted] We 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
April 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the exchange of his mower We have received *** [redacted] complaint and apologize that his mower has failed sooner than expected Because of the issues with his mower, Sears is able to exchange the mower, however, the mower will need to be free from oil and gas We would like to note that our return policy for lawn and garden equipment is as follows: All cycle gas powered Lawn & Garden equipment that has had gas in the machine will not be returned to the store If the unit is defective the unit will need to be taken to our local repair facility for inspection and repair Unfortunately, we are not able to accept a mower with gas in it due and [redacted] will need to remove the gas prior to returning the unit That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [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]
December 16, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for an incorrect item she received from kmart.com.It is unfortunate that we failed [redacted] expectations when she recently placed an order with KmartWe 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, we have revealed that we issued a refund of $to [redacted] ending in [redacted] on December 2, We did not require [redacted] to return the item At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the 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 [redacted] comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
November 5, 2015RevDex.com [redacted] North Wabash Ave., Ste2006Chicago, IL [redacted] Via: Revdex.com Website [redacted] This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with [redacted] We made multiple attempts to reach her by phone and had not been able to reach her until todayWe are researching the customer’s claim and will be in contact once we have concluded our required researchWe have asked [redacted] to forward all of her relevant third-party correspondence and invoices to us so that we are fully informed of the background of her complaintWe will be in contact once we have reached a decisionThank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] cc: [redacted] *ia 1st class postageTell us why here
Complaint: [redacted] I am rejecting this response because: They have told me that I would be refunded before and it never happenedWhen I get confirmation that the refund has applied back to my credit card then I will accept the outcome Sincerely, William [redacted]
May 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our appointment availability in his area for the repair of his tractorIt is unfortunate that we failed [redacted] expectations when he recently scheduled a tractor repairWe understand his concern about the length of time to service, especially with an item that may be used quite often during this seasonWe want to assure [redacted] that his feedback regarding the service availability in his area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe contacted [redacted] and he confirmed that he would not be available for the May 13, appointmentAs a good-will gesture, we arranged a service appointment that would fit both our schedules [redacted] agreed to schedule service for May 20, With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this timeAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 11, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear M [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding multiple repairs for her new refrigeratorOn receipt of Ms [redacted] complaint we tried to contact Ms [redacted] at the number provided in her complaint, [redacted] We were able to reach an individual but she informed me that there was no one by [redacted] at this number even after confirming I had dialed the number correctlyWe also sent an email to the email address provided in the complaint: [redacted] but have received no replyAfter further research we were able to locate the sales check under [redacted] and called the number listed on thatWe again were able to get an individual on the line and he confirmed the number dialed and again stated no one by the name of [redacted] was at that locationIf the [redacted] are still in need of assistance they can call me directly at [redacted] and after confirming their correct contact information we will be happy to assistIn the mean time we have closed our case pending Ms [redacted] responseWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a food loss claim First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigerator Upon researching Mr [redacted] concerns with the denial of his second food loss claim, we find that it was denied because it was not verified by a technician However, since the refrigerator was exchanged, we feel that this confirms that the refrigerator had failed again Therefore, we contacted our Protection Agreements Department and submitted a food loss claim for $on Mr [redacted] behalf Accordingly, a check request has been processed, so Mr [redacted] can expect a $check in the next two weeks Additionally, the remaining Master Protection Agreement (MPA) coverage has been transferred to Mr [redacted] new refrigerator; the coverage expires on September 22, With that said, since we have documented Mr [redacted] concerns and issued the requested food loss check, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:I have a repair person coming out 11-04-between 3pm and 6pmOrder number [redacted] from my understanding each technician that has come outhave said they took the authority away from them to say whether the refrigerator is repairableIt is not a washer it is refrigerator The last time they came out they sent parts before the tech came out to even look at the refrigerator that does not even make since sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] * Michael R H [redacted] Dear [redacted] We have not fully completed our investigation MrH [redacted] complaint regarding his riding lawn mower We have been unable to locate a profile or purchase of a riding tractor for MrH [redacted] with the phone number and address provided in his complaintWe will be happy to assist with his complaint but will need MrH [redacted] to provide either a receipt of purchase of the Craftsman tractor from Sears or the phone number and address used at time of purchaseSince we are needing additional information from MrH [redacted] to be able to address his concerns wed have closed this case pending his response 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:Every person I have dealt with in this situation (both Sears employees and contracted employees) has been less than helpful The general attitude is that Sears is right and the customer is wrongEvery response I have received has been scripted telling me that Sears has no interest in taking care of the customer or keeping a customerI have worked in Customer Service in one form or another for over years and the biggest 4-letter word is "can't"That's just something you don't say to a customerIf a customer is inconvenienced because of your company, you bend over backwards to make it up to themSears consistently told me what they can't do and I was NEVER offered a solution from any of the people I spoke withI had to push and push just to get what I paid for and then I still didn't even receive the service I was promisedSears clearly does not value customers or their businessI will not accept the response to this complaintSears has lost me and everyone I know as customers Sincerely, [redacted]
April 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her missing refund As clarification, [redacted] refund check had been issued on March 18, by [redacted] Since there was an issue with the check, the store employee was going outside of procedure in an effort to expedite the refund by issuing it to [redacted] accountWe apologize if this made [redacted] uncomfortable and for any misunderstanding That said, [redacted] has informed us that they spoke with [redacted] and once they verified her address, a new check has been mailed todayWe ask that [redacted] allow 5-business days for the arrival of her checkIn closing, we respectfully ask that [redacted] contact [redacted] for any further concerns she may have with her lease Again, we apologize to [redacted] and 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 [redacted]
Complaint: [redacted] I am rejecting this response because: Sear is not being truthful and knows better than this I was asked by one of their tech to make added room around the service door for more convenient access and spent much time and money doing so The photo I sent was to show it was done so they could remove the no service on my plan on this particular unitThis unit has been in this location since it was new and sears serviced it before several times with no issues to access when they sent someone who was really trying to get the repair doneThe wall net to it was also always there and this unit was never movedIn fact sears serviced the old unit for over 20yrs in this exact same locationThis is just a vendetta drummed up my these service guys so they can stick up for each other not doing their jobI can also assure I have never spoken to any of these guys except on the phoneMy Contractor who asked one of these guys to leave and never come back was in his words in Spanish said the guy that was out there was just being lazy his wordsHe said he threatened him verbally and then said he would fix the owner of this property He told be he sat across the street of my property and was talking and doing something on his computerI suppose this was the fix he put in lie ing about his experienceI know this contractor and he is a mental sole and if he pissed him off he must have done something to earn it No matter it seems at this point sears would rather have an employee fight against it s customer that has paid for this serviceAnd how do they explain all the other service guys and gals that have worked her over the past yrs that never had a problem All I know is I have paid for a service and complied with their access request and that is not good enough for this rep and his band of workman and from the first call he was very argugmenative as well as condescending and mad statements like he was not sure what he was looking at and also said he was not a contractor and knew nothing about constructionOf course it very clear he does notHe also was not interested in solving the problemThis note he sent back to you is the real lie and this man is the lierI am not sure where we go from here but I intend to get what I paid forNone of this is my fault this is something that occurred between a sub contractors the time working on a different project at this property and in no longer in my employ so I have no understanding who these people are they speak of Thanks *** Sincerely, [redacted]
March 23, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attentionThis letter serves to provide a response to the customer’s rebuttal statement dated 03/17/SHIP is disheartened that [redacted] feels that his concerns were not resolved adequately by our company prior to seeking further action from youThe sash was reordered and will arrive this weekWe will complete all repairs once we have received the sashWe apologize for any frustrations or inconveniences [redacted] may have experienced as a result of this issueThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] ***
May 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his service experience It is important to note that per the terms and conditions of all Sears service agreements the covered appliance must be accessible to the service repair technician Our records show that [redacted] called in for service on his dishwasher on April 18, At that time he was offered and purchased a Service Smart Agreement (SSA) for the Dishwasher at $on to his [redacted] ending in [redacted] When our service technician returned on April 27, to install the parts ordered on April 20, he found that the existing water line to the dishwasher was too short to allow the dishwasher to be pulled from the cabinet so that our service technician had enough clearance to install the needed parts [redacted] was instructed that he would need to have a plumber install a longer water line so that we could complete the repairs [redacted] refused to have this doneOur service technician did take the Sears ordered parts back with him which is policy when we are unable to complete a repair based on the appliance set upSears did not deem [redacted] dishwasher unrepairable, we deemed it inaccessible for repairs Since we understood that [redacted] was not going to make the needed adjustments so that his dishwasher was accessible to our service technician we cancelled the Service Smart Agreement and refunded him in full the $We understand that [redacted] is not satisfied with this action but if he refuses to make the needed adjustments so that his dishwasher is accessible for repairs we have no choice but to refund him the full purchase of the (SSA)If [redacted] chooses to make the recommended changes to the dishwasher so that it is accessible for repairs he will be able to repurchase the SSA and we will continue with service at that timeSince we have explained why we refunded [redacted] and will not be able to continue with repairs at this time due to the inaccessibility of his dishwasher we have closed his complaint We apologize to [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 15, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding damage to his rangeSears has referred [redacted] damage claim to our third-party claims administrator [redacted] for further reviewOnce [redacted] opened the claim, [redacted] , it was assigned to Claims Examiner [redacted] for handling [redacted] can be reached at [redacted] during business hours or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] ’s actionsTheir decision is immutableSince we have provided [redacted] with the information needed to follow up on his claim, we respectfully request that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order and non-receipt of a refund [redacted] , Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms [redacted] expectations when she requested a refundWe value Ms [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted We truly regret any inconvenience Ms [redacted] may have experiencedFortunately, our store was finally able to issue a refund on February 8, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould Ms [redacted] have any further questions or concerns, she may contact our store directly at ( [redacted] Since a refund has been processed, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have completed our investigation of [redacted] complaint regarding the charge for a recent service call on snow thrower and his request for a refund of the diagnostic feeAt the time [redacted] called to schedule service through Sears Home Services, he was apprised that since his snow thrower was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ It was further explained to [redacted] that if he proceeded with the repair, he would not be charged separately for a diagnostic fee; rather, the cost would be incorporated into the labor charge [redacted] accepted the estimate and the cost to repair his snow thrower totaled $ The labor cost was $(discounted 20% from $196.00); the cost of the part was $ [redacted] is not due any refund as the labor cost included the diagnostic fee The only time the diagnostic fee is an independent charge is if the estimate is declined Below are screen shots of the monetary screen and job code screen showing the cost breakdown for the repair and the labor cost to replace the carburetorCustomer : [redacted] Coverage : CC Customer Charge Service order # : [redacted] Parts Service Ref No: [redacted] Subtotal Disc (% ) Coupon (% ) Associate (% ) Net Allowance: Tax Tax Exempt # Pre-paid amount Grand total Total Payment ** *** [redacted] Exp Auth [redacted] Amount Customer : [redacted] Mdse code: [redacted] Service order # : [redacted] Job Code Job Code Description Call Date Price *** *** [redacted] [redacted] Carb Replace ** [redacted] We apologize for any misunderstanding [redacted] may have experienced, but he was charged correctly; therefore, no refund will be provided As this decision is final and commensurate to the circumstances, we ask that this matter be closedWe appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: I'll accept their offer HOWEVER they haven't sent anything to me other than the response to this Revdex.com complaintOnce they send me the refund I will close the complaint Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her experience with Sears We have response from both Sears Home Delivery and from the Burnsville Sears store related to [redacted] complaint [redacted] , Assistant Operations Manager from the Burnsville Sears store provided the following response: On October 23, 2015, I was able to resolve [redacted] complaintThat said, sales check # [redacted] references a credit in the amount of $139.99, which was processed back [redacted] card ending in ***Typically a consumer can expect a credit to post to a credit card account within 3-business days [redacted] ***, Sears Delivery Solutions, Support Specialist provided the following response: After confirming [redacted] email address, Sears Delivery Solutions processed a $Sears gift card, which will be emailed to her [redacted] email addressTypically a consumer will receive an electronic gift card within business daysWe feel it is important to note that there are times when an electronic gift card will end up in a consumers spam/junk mail boxWe ask that [redacted] ensure she checks her spam/junk mail boxSince we have noted that we have processed the gift card and refund for the garage door opener installation, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] ( [redacted]
December 15, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #10977181– Regina [redacted] Dear Ms [redacted] :We have completed the investigation of Ms***’ rebuttalAuto Center Manager [redacted] provided the following response: We have reviewed both our response and Ms***’ rebuttal, and we do not find that she has brought any new information to her complaint We cannot understand why Ms [redacted] has continued to pursue this issueTo reiterate, we told her from the beginning that the tires she wanted initially were not in stock and that is why she came to put the deposit downWhen we put tires on her vehicle, she had to have known it would not be the ones she initially wanted, which had to be orderedAs we noted there was a special on the Road Handler tires, which were in stock While they were more expensive, the warranty was for a longer period of time and you got the fourth tire free if you bought the other threeWe offered this as an alternative so that Ms [redacted] could get her tires immediately without waiting and she agreedIn fact, when she indicated that she was not happy with the price of the tires to our dismay, we allowed her to drive her car on the Road Handler tires for free until the tires she had first expressed an interest in arrived We feel we made every effort to try and resolve this situation amicablyUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant Should Ms [redacted] wish to discuss the matter further, I (Shawn) may be reached during hours at [redacted] We 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
April 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the exchange of his mower We have received *** [redacted] complaint and apologize that his mower has failed sooner than expected Because of the issues with his mower, Sears is able to exchange the mower, however, the mower will need to be free from oil and gas We would like to note that our return policy for lawn and garden equipment is as follows: All cycle gas powered Lawn & Garden equipment that has had gas in the machine will not be returned to the store If the unit is defective the unit will need to be taken to our local repair facility for inspection and repair Unfortunately, we are not able to accept a mower with gas in it due and [redacted] will need to remove the gas prior to returning the unit That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [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]
December 16, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for an incorrect item she received from kmart.com.It is unfortunate that we failed [redacted] expectations when she recently placed an order with KmartWe 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, we have revealed that we issued a refund of $to [redacted] ending in [redacted] on December 2, We did not require [redacted] to return the item At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the 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 [redacted] comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
November 5, 2015RevDex.com [redacted] North Wabash Ave., Ste2006Chicago, IL [redacted] Via: Revdex.com Website [redacted] This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with [redacted] We made multiple attempts to reach her by phone and had not been able to reach her until todayWe are researching the customer’s claim and will be in contact once we have concluded our required researchWe have asked [redacted] to forward all of her relevant third-party correspondence and invoices to us so that we are fully informed of the background of her complaintWe will be in contact once we have reached a decisionThank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] cc: [redacted] *ia 1st class postageTell us why here