November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the service she received on her microwave and her request to receive at least a partial refund.We would clarify that in instances where we put a different part in, we charge the final price of the part installed and not necessarily the part that was initially orderedAdditionally, the amount we collect for the pre-payment is designed to cover the cost of our minimum trip/diagnostic fee and the cost of the partOnce we return we would collect the balance of the labor owed to install any partIn [redacted] case, she prepaid us $186.94, and when we returned and found the other part was needed, we only charged her $for the part and $for the laborAs this came to more than what we had previously collected, she was charged an additional $ After this when [redacted] indicated that she installed the part herself, our billing center refunded her $back to the [redacted] ending in [redacted] We would always refund in the tender paid and in instances where an account has been transferred over to another account number, the card issuer would then transfer any applicable refunds sent to the old account to the new accountIf the account was subsequently closed and had been paid in full, then the card issuer would have refunded any negative balance to the card holder.We do see notes after this occurred where [redacted] was asking to be refunded in full and indicated that the appliance was still not workingIf that is the case, then we would need to send a technician back out under her 90-day guaranteeAt this point she would not be entitled to any further refund until we assessed the previous repairIf [redacted] would like to schedule this, she is welcome to call me at [redacted] In the interim, since we have only retained the cost of the part we sent her, and our non-refundable minimum trip/diagnostic fee, we have closed our file.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]
Initial Business Response / [redacted] (1000, 13, 2015/03/24) */ Contact Name and Title: [redacted] March 24, [redacted] We have completed the investigation of [redacted] complaint regarding his refrigerator repair First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, 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 networkAccordingly, we forwarded [redacted] complaint to the District Service Manager for review and are confident that his concerns will be thoroughly addressedOn March 23, 2015, the technician returned to [redacted] home to install the parts that were previously ordered; completing the repairWhile we are unable to refund [redacted] for his Service Smart Agreement (SSA), as he has utilized the contract for two repairs valued at $583.95, our office has processed a $gift card as a conciliatory gesture, which should be received by [redacted] within the next two weeksIn summary, 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 [redacted] and we appreciate the opportunity to address this matter [redacted]
January 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the [redacted] Washer To clarify, like many retail stores Sears sells many different Brands, but unlike other retailers Sears is contracted by some of these manufactures to provide service for their warrantied itemsAlthough at one time Sears was contracted with [redacted] for any manufacture warranty service we no longer hold a contact with [redacted] for their warranty service coverage It is unfortunate that [redacted] washer did not live up to their expectations but since [redacted] is outside the day return period we are unable to refund the purchase or exchange the [redacted] washer [redacted] will need to follow the manufactures warranty regarding service with [redacted] at this time as Sears is not the manufacture of [redacted] productsSince we have explained why we are not able to refund or exchange [redacted] washer as request we have closed our case 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]
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her portable air conditioner [redacted] ***, District Service Manager from Sears Home Services informed our office that [redacted] from his office did process a $for [redacted] Additionally on Friday, November 13, 2015, [redacted] spoke to [redacted] and informed her that it typically takes 10-days for a consumer to receive a gift cardThe authorization for $provides the funds necessary to replace [redacted] ’s unit with the new model, Sears item [redacted] , which sells for $We reiterate that the authorization is noted in our repair/replace system and is referenced under her phone number ending in [redacted] All [redacted] needs to do is go to her local Sears and advise her sales associate that her unit has been approved for replacementThe sales associate will assist with processing the replacementSince we have noted the authorization to replace [redacted] ’s portable air conditioner, we ask 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 concerns.Sincerely, [redacted]
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of M [redacted] complaint regarding a Why Not Lease It (WNLI) agreement [redacted] Store Manager, provided the following response: Each step of the WNLI process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline [redacted] accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX.” WNLI has confirmed that consumers are also provided with a copy of this agreement via emailWe want to make it clear that WNLI is a separate entity and M [redacted] agreement is with themWe cannot interfere; he will need to contact WNLI with any further questions regarding his leaseShould [redacted] have any other questions, I ( [redacted] may be reached during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his request for a refund for a declined estimateAt the time *** [redacted] called to schedule service through Sears Home Services, he was apprised that since his washer was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairsThere will be no charge for this estimate if you proceed with the repair If you choose not to have your repaired, you will be charged a non-refundable fee of $89.00.” As illustrated above, the call taker explained that when the repair estimate is declined, the minimum diagnostic fee is due; however, there is no mention of the potential repair costThe call taker is not empowered to quote a repair cost for several reasons First, they do not have the technical expertise to diagnose a product, secondly, even if they were knowledgeable, they could not diagnose a product sight unseen over the phone and lastly, they do not have access to part and labor pricing We apologize if [redacted] misunderstood what the trip charge entailed, but the verbiage is fairly straight forward Therefore, since the technician completed the diagnosis, and provided [redacted] with a repair estimate that he subsequently declined, no refund is due As this decision is final and commensurate to the circumstances, we ask that this matter be closedWe appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
November 11, [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding service for her refrigerator.It is unfortunate that we failed *** [redacted] expectations when she scheduled service for her refrigeratorWe value [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceUpon receipt of [redacted] ’ complaint, we found that service was completed on October 21, 2015; our service technician replaced the fan motor of the refrigeratorWe also found that her request for food loss reimbursement was approved in the amount of $and a check was processed on October 22, as well as a gift card in the amount of $that was processed on November 2, Since we have repaired [redacted] refrigerator, provided her with the requested food loss reimbursement as well as a $gift card for her inconvenience, we have closed our case.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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorOn January 12, 2016, a Sears Home Services refrigeration technician identified a Freon leak in the back of the refrigeratorOnce the area was cleaned, the leak was soldered and the system was then pressurized to ensure the leak was addressedAfter the leak was repaired, the unit was tested and was found to be operating as designedMoving forward, if there is another issue with the refrigerator, I ask that Ms [redacted] contact me directly at [redacted] or via email at [redacted] Since we have notes today’s repair to Ms [redacted] refrigerator and have asked her to contact me if any further concerns arise, we ask that this complaint be closed pending further contactWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 1, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via email: [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner In regards to Mr [redacted] rebuttal letter dated 2/18/regarding the proposed reimbursement, the customer has agreed to our offerWe respectfully request that you close your file as we have fulfilled our contractual obligation to Mr [redacted] On behalf of SHIP please know that we value Mr [redacted] as customer’s and apologize for any frustrations or inconveniences he may have experiencedIf 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]
November 5, 2015Revdex.com [redacted] North Wabash Ave., Ste 2006Chicago, IL [redacted] Via: Revdex.com website [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileSHIP is disheartened that [redacted] felt his concerns were not resolved adequately by our company prior to seeking further action from youThis letter serves to confirm that we have completed investigating his complaint regarding the gift card rebate and Shop Your Way Rewards (SYWR) pointsOn behalf of SHIP please know we value [redacted] I as a customer and apologize for any frustrations or inconveniences he may have experiencedAccording to our records, the incentive for his contract is $in SYWR points and not a $gift cardWe have reached out to the SYWR deptand they confirmed that the $SYWR points did post to [redacted] i’s SYWR accountPer the contract he agreed to $SYWR points, not a gift card [redacted] I can contact the SYWR deptat [redacted] to verify this information if he would likeHis SYWR ID# is [redacted] I was sent a $Sears’ gift card, via UPS, on 09/22/All gift cards have $on them until the customer calls to activate themWe have no record of the card being cancelled or reported lostIt is possible this is all just a misunderstanding on the customer’s partMaybe he did not realize the $was in SYWR points and he has to activate the gift cardI hear from a lot of customers who say their gift cards don’t work, when really they’ve never called to activate themI did speak to [redacted] I on 10/28/and 11/03/I explained the whole situation/process to him regarding the gift card rebate/SYWR points, and he understoodTo activate the gift card, he needs to call [redacted] , option We appreciate the opportunity to resolve his concerns.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please call me at [redacted] Sincerely, [redacted] ***
Complaint: I am rejecting this response because:Although the tv set was eventually repaired it should never had been sold in the first place due to age and our family has suffered loss over the length of repair time plus had to acquire another tv setWe are now stuck with two things sets and having difficulty easily returning one tv to the leasing program recommend by SearsThis was misrepresentation of Sears on easy of returning a leased item bought from their store and leased through the company they recommend and setupOur losses include tv location paid for cable and unable to use, time off of work and length to repair and now cost of now having two leases Sincerely, Douglas [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a saw purchased from Sears An authorization to replace [redacted] saw, in warranty, was sent to the Washington Square Sears storeMike Phillips, the store general manager will have a member of his staff reach out to [redacted] to schedule a convenient time for him to come into the store to exchange his unitWe apologize to [redacted] for the inconvenience noted in his complaintAt this time, since we have noted the approval to exchange [redacted] saw, we ask 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]
May 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the charges he incurred for the repair of his tractorFirst, we would like to clarify that our diagnostic fee includes an inspection of [redacted] tractorWhen a customer calls in to schedule service they are informed of the following, “Your technician will then provide you with the total cost to repair the “tractor” to include the diagnosis, parts, labor, and any applicable sales taxWe will also guarantee the repair and parts for daysShould you decide not to complete the repair, you will only be responsible for $“ Upon receipt of [redacted] complaint we reviewed the service order and the technician’s notes indicate that he found the intake valve stud was backed outHe reinstalled the stud and the valve cap, then readjusted the valve and installed a plug [redacted] was charged $for the plug, and $for the labor (the $diagnostic fee is incorporated into the labor fee)We reviewed the calls and apologize that he was misinformed when he called on April 29, to verify the charges on his repair [redacted] asked if he schedules a repair, the cost is $The advisor confirmed that this information is correct [redacted] asked if he agreed to have the item fixed, then what happens to the $The advisor informed him that the $goes towards the repair of the appliance; which is correct as stated above [redacted] then asked the advisor if a technician went out there and it costs $to fix the problem and he paid $99, then would the $be subtracted from the $This question is a bit misleading because [redacted] makes it seem as if he had paid the $diagnostic fee prior to the repair and somehow it was being charged againHowever, the advisor told him, “That is correct, sir.” [redacted] told her that he had a problem thenHe explained that the technician was out the day before, and the technician did not subtract the $but added it insteadThe advisor went on to tell him that a refund was processed already for him and that she sent a message to Customer Solutions to call himWe regret that this incident occurred, but we can assure [redacted] that his concerns have been forwarded to management for review so that the advisor can be coached and future problems of this nature can be avertedWith that being said, we have issued [redacted] a $refund on the diagnostic fee [redacted] should receive this refund within 10-business daysAs for the repair estimate, on April 30, [redacted] spoke with our Customer Solutions team and stated that our technician over-charged him for the labor because the part was only $ [redacted] stated that our technician did not provide him an estimate prior to the repairOn May 3, [redacted] was informed that the charges were correct and was offered a $refund for customer satisfactionOn May 5, [redacted] refused the $refund and we re-offered him a $reimbursement for customer satisfaction since he stated that the technician did not provide him an estimate prior to the repairOn May 9, [redacted] accepted the $refund and he should receive the refund within – business daysin the interim, since we addressed the issues brought forth in [redacted] complaint, we have closed our fileAgain, 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]
Initial Business Response / [redacted] (1000, 8, 2015/03/16) */ March 16, [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the [redacted] PU Office Chair she purchased from kmart.com We would like to clarify that our return policy clearly states that a refund can be requested within days, days for certain itemsThis is disclosed on postings in our stores, on our receipts, and on our website so that the purchaser is aware of our policiesAs such, our associates were simply adhering to our policies when they advised [redacted] that they would be unable to offer her a refundUnfortunately, a return is no longer an option available to her after the day period has expiredWhile we empathize with [redacted] situation, we can only suggest that she pursue any remedies available through the manufacturer if she feels the item she received is defectiveSince we have provided a response appropriate to our stated return policies, we have closed our file regarding this matter We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
January 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [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] ***, Auto Center Manager for Unit# ***, who states the following: Mr [redacted] purchased an Advanced Gold DieHard Battery from us on December the 29, He arrived at my store at 5:p.m We installed his battery and he was invoiced out at 6:p.mHe paid $for the battery, $for DieHard service, a $State environment fee and sales taxes of $16.58, for a total of $ A few days later, Mrs [redacted] called and was upset because as she said our battery was no good and her car would not start She asked us to come to her home and fix it I explained to her that I had no one who could do that I suggested she get someone to jump it for her or remove the battery and bring it to us so we could test it and exchange it if it was bad I also suggested that she could call her car insurance company to see if her policy covers towing She explained to me that she had kids to transport and now she can not do that because our battery is no good I told her I was sorry and understood why she was upset but there was nothing more I can do She hung up Mr [redacted] called me later and told me what had happened and said we needed to send someone to his work and replace the battery I told him that I could not do that He told me he works till 6p.mhow can he get to our store if we close at 6p.m I told him that maybe he could leave work early He hung up The next time I saw Mr [redacted] was Wednesday morning the 6th of January We checked his car in at 8:a.m We tested his battery which took about between and minutes to declare the battery as bad We then replaced the battery with another battery for free The complete transaction totaled $o He was not charged anythingI invoiced the ticket out, explained the warrantee was still three year free replacement and told him I was sorry for the inconvenience, gave him his keys and he left That being said, because we have addressed Mr***’s 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]
I called Barbara Phyllips and left message at December 20, 2015.I told her that I am on vacation .I will be back January 4, and she can call me at [redacted] or e mail me at a [redacted] @gmail.com or I will try to contact HER after I come back.If she really wants to help me or if Revdex.com is willing to help please understand the circumsctances Complaint: I am rejecting this response because: Sincerely Alic [redacted]
Complaint: [redacted] I am rejecting this response because:It is not the complete truth The range connection still leaked gas and was red flagged by [redacted] ***, who also said the previous connection leaked gas bad I had to go to the doctor from so much gas fume inhalation [redacted] was supposed to get back with me but never did for an additional $credit for the damaged range, which I was reluctant to take in the first place but was threatened that they would just take the stove away That was before I found out the leg was missing from the range and the bottom was also bent up and before I found out the pedestal didn't work due to a bent leg bolt.The washer pedestal isn't usable due to a bent leg bolt, the range is missing a leg and not only bent on the side it is bent on the bottom I have reported all this to [redacted] at the store and [redacted] and have received no response.I have knowingly been exposed to toxic gas fumes by faulty installation twice, been threatened to take damaged appliances or buy somewhere else and after mos still do not have a usable undamaged range and washer pedestal that is usable, and my refrigerator wheels don't roll as they should and drag on one side Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:After 15+ hours of dealing with Sears, Sears did nothing to correct these problems It was only after disputing the charges with my credit card company that they found in my favor and the charges were corrected The matter has been settled at this point but I wanted you to be aware it wasn't because Sears corrected it, it was because my credit card company corrected it after being disputed Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: the statement received from the business is inaccurateSears charged a haul away fee during time of payment I was informed by the sales associate that this charge included disconnecting the appliance and hauling the appliance awayThe sales associate never stated that the appliance would need to be disconnected and placed to the sideAlso, there was no water in the hot water heater; all of the water had been drained before Sears arrived at my homeThe fact that this explanation was never explained to me helps reiterate the level of service I am complaining aboutThe Sears Executive I spoke with is well aware of the issue that generated this complaint; the fact that Sears is now denying knowledge reiterates the level of service not only in the store but also at the Corporate levelThe basic business practice is being on time; Sears could not do thatI have had my last experience with Sears; at this point I will notify the lender and provide them this information so they can understand what their customers experience while shopping at Sears Sincerely, [redacted]
December 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding the repair completed on her washer that did not correct the issue and her request for a refund.We would note that all of our collect call repairs come with a 90-day guaranteeIf for some reason further repairs are needed, then we would only charge any part costs for parts not yet installedIn the event that the additional estimate is declined, then the technician present in the home would make the decision on whether to remove any previously installed parts and fill out a form to issue a refund for any charges above our declined estimate feeIn Ms [redacted] ’s case, the technician does not appear to have done this and instead noted in the comments that she wanted a callback from a managerAt this point we are more than willing to issue Ms [redacted] the refund that should have been submitted by the technician, which would have been $and also refund half of the normally non-refundable $ minimum charge that covers our fee for the trip and diagnosisThat would bring the refund amount to $In order to process this refund we would need Ms [redacted] to contact us to provide the full digit account number for the Visa card ending in Once we have those other digits, we will be able to credit her account $Ms [redacted] can contact me at Dana[redacted] @searshc.com or at 512-248-7740; we would note that we do not need the security code on the back nor the expiration date for the card since this is not needed to place a refund rather than a charge against the accountIn the interim, since we are willing to provide a refund to Ms [redacted] we have closed our file pending her response.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] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the service she received on her microwave and her request to receive at least a partial refund.We would clarify that in instances where we put a different part in, we charge the final price of the part installed and not necessarily the part that was initially orderedAdditionally, the amount we collect for the pre-payment is designed to cover the cost of our minimum trip/diagnostic fee and the cost of the partOnce we return we would collect the balance of the labor owed to install any partIn [redacted] case, she prepaid us $186.94, and when we returned and found the other part was needed, we only charged her $for the part and $for the laborAs this came to more than what we had previously collected, she was charged an additional $ After this when [redacted] indicated that she installed the part herself, our billing center refunded her $back to the [redacted] ending in [redacted] We would always refund in the tender paid and in instances where an account has been transferred over to another account number, the card issuer would then transfer any applicable refunds sent to the old account to the new accountIf the account was subsequently closed and had been paid in full, then the card issuer would have refunded any negative balance to the card holder.We do see notes after this occurred where [redacted] was asking to be refunded in full and indicated that the appliance was still not workingIf that is the case, then we would need to send a technician back out under her 90-day guaranteeAt this point she would not be entitled to any further refund until we assessed the previous repairIf [redacted] would like to schedule this, she is welcome to call me at [redacted] In the interim, since we have only retained the cost of the part we sent her, and our non-refundable minimum trip/diagnostic fee, we have closed our file.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]
Initial Business Response / [redacted] (1000, 13, 2015/03/24) */ Contact Name and Title: [redacted] March 24, [redacted] We have completed the investigation of [redacted] complaint regarding his refrigerator repair First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, 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 networkAccordingly, we forwarded [redacted] complaint to the District Service Manager for review and are confident that his concerns will be thoroughly addressedOn March 23, 2015, the technician returned to [redacted] home to install the parts that were previously ordered; completing the repairWhile we are unable to refund [redacted] for his Service Smart Agreement (SSA), as he has utilized the contract for two repairs valued at $583.95, our office has processed a $gift card as a conciliatory gesture, which should be received by [redacted] within the next two weeksIn summary, 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 [redacted] and we appreciate the opportunity to address this matter [redacted]
January 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the [redacted] Washer To clarify, like many retail stores Sears sells many different Brands, but unlike other retailers Sears is contracted by some of these manufactures to provide service for their warrantied itemsAlthough at one time Sears was contracted with [redacted] for any manufacture warranty service we no longer hold a contact with [redacted] for their warranty service coverage It is unfortunate that [redacted] washer did not live up to their expectations but since [redacted] is outside the day return period we are unable to refund the purchase or exchange the [redacted] washer [redacted] will need to follow the manufactures warranty regarding service with [redacted] at this time as Sears is not the manufacture of [redacted] productsSince we have explained why we are not able to refund or exchange [redacted] washer as request we have closed our case 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]
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her portable air conditioner [redacted] ***, District Service Manager from Sears Home Services informed our office that [redacted] from his office did process a $for [redacted] Additionally on Friday, November 13, 2015, [redacted] spoke to [redacted] and informed her that it typically takes 10-days for a consumer to receive a gift cardThe authorization for $provides the funds necessary to replace [redacted] ’s unit with the new model, Sears item [redacted] , which sells for $We reiterate that the authorization is noted in our repair/replace system and is referenced under her phone number ending in [redacted] All [redacted] needs to do is go to her local Sears and advise her sales associate that her unit has been approved for replacementThe sales associate will assist with processing the replacementSince we have noted the authorization to replace [redacted] ’s portable air conditioner, we ask 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 concerns.Sincerely, [redacted]
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of M [redacted] complaint regarding a Why Not Lease It (WNLI) agreement [redacted] Store Manager, provided the following response: Each step of the WNLI process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline [redacted] accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX.” WNLI has confirmed that consumers are also provided with a copy of this agreement via emailWe want to make it clear that WNLI is a separate entity and M [redacted] agreement is with themWe cannot interfere; he will need to contact WNLI with any further questions regarding his leaseShould [redacted] have any other questions, I ( [redacted] may be reached during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his request for a refund for a declined estimateAt the time *** [redacted] called to schedule service through Sears Home Services, he was apprised that since his washer was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairsThere will be no charge for this estimate if you proceed with the repair If you choose not to have your repaired, you will be charged a non-refundable fee of $89.00.” As illustrated above, the call taker explained that when the repair estimate is declined, the minimum diagnostic fee is due; however, there is no mention of the potential repair costThe call taker is not empowered to quote a repair cost for several reasons First, they do not have the technical expertise to diagnose a product, secondly, even if they were knowledgeable, they could not diagnose a product sight unseen over the phone and lastly, they do not have access to part and labor pricing We apologize if [redacted] misunderstood what the trip charge entailed, but the verbiage is fairly straight forward Therefore, since the technician completed the diagnosis, and provided [redacted] with a repair estimate that he subsequently declined, no refund is due As this decision is final and commensurate to the circumstances, we ask that this matter be closedWe appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
November 11, [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding service for her refrigerator.It is unfortunate that we failed *** [redacted] expectations when she scheduled service for her refrigeratorWe value [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceUpon receipt of [redacted] ’ complaint, we found that service was completed on October 21, 2015; our service technician replaced the fan motor of the refrigeratorWe also found that her request for food loss reimbursement was approved in the amount of $and a check was processed on October 22, as well as a gift card in the amount of $that was processed on November 2, Since we have repaired [redacted] refrigerator, provided her with the requested food loss reimbursement as well as a $gift card for her inconvenience, we have closed our case.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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorOn January 12, 2016, a Sears Home Services refrigeration technician identified a Freon leak in the back of the refrigeratorOnce the area was cleaned, the leak was soldered and the system was then pressurized to ensure the leak was addressedAfter the leak was repaired, the unit was tested and was found to be operating as designedMoving forward, if there is another issue with the refrigerator, I ask that Ms [redacted] contact me directly at [redacted] or via email at [redacted] Since we have notes today’s repair to Ms [redacted] refrigerator and have asked her to contact me if any further concerns arise, we ask that this complaint be closed pending further contactWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 1, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via email: [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner In regards to Mr [redacted] rebuttal letter dated 2/18/regarding the proposed reimbursement, the customer has agreed to our offerWe respectfully request that you close your file as we have fulfilled our contractual obligation to Mr [redacted] On behalf of SHIP please know that we value Mr [redacted] as customer’s and apologize for any frustrations or inconveniences he may have experiencedIf 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]
November 5, 2015Revdex.com [redacted] North Wabash Ave., Ste 2006Chicago, IL [redacted] Via: Revdex.com website [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileSHIP is disheartened that [redacted] felt his concerns were not resolved adequately by our company prior to seeking further action from youThis letter serves to confirm that we have completed investigating his complaint regarding the gift card rebate and Shop Your Way Rewards (SYWR) pointsOn behalf of SHIP please know we value [redacted] I as a customer and apologize for any frustrations or inconveniences he may have experiencedAccording to our records, the incentive for his contract is $in SYWR points and not a $gift cardWe have reached out to the SYWR deptand they confirmed that the $SYWR points did post to [redacted] i’s SYWR accountPer the contract he agreed to $SYWR points, not a gift card [redacted] I can contact the SYWR deptat [redacted] to verify this information if he would likeHis SYWR ID# is [redacted] I was sent a $Sears’ gift card, via UPS, on 09/22/All gift cards have $on them until the customer calls to activate themWe have no record of the card being cancelled or reported lostIt is possible this is all just a misunderstanding on the customer’s partMaybe he did not realize the $was in SYWR points and he has to activate the gift cardI hear from a lot of customers who say their gift cards don’t work, when really they’ve never called to activate themI did speak to [redacted] I on 10/28/and 11/03/I explained the whole situation/process to him regarding the gift card rebate/SYWR points, and he understoodTo activate the gift card, he needs to call [redacted] , option We appreciate the opportunity to resolve his concerns.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please call me at [redacted] Sincerely, [redacted] ***
Complaint: I am rejecting this response because:Although the tv set was eventually repaired it should never had been sold in the first place due to age and our family has suffered loss over the length of repair time plus had to acquire another tv setWe are now stuck with two things sets and having difficulty easily returning one tv to the leasing program recommend by SearsThis was misrepresentation of Sears on easy of returning a leased item bought from their store and leased through the company they recommend and setupOur losses include tv location paid for cable and unable to use, time off of work and length to repair and now cost of now having two leases Sincerely, Douglas [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a saw purchased from Sears An authorization to replace [redacted] saw, in warranty, was sent to the Washington Square Sears storeMike Phillips, the store general manager will have a member of his staff reach out to [redacted] to schedule a convenient time for him to come into the store to exchange his unitWe apologize to [redacted] for the inconvenience noted in his complaintAt this time, since we have noted the approval to exchange [redacted] saw, we ask 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]
May 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the charges he incurred for the repair of his tractorFirst, we would like to clarify that our diagnostic fee includes an inspection of [redacted] tractorWhen a customer calls in to schedule service they are informed of the following, “Your technician will then provide you with the total cost to repair the “tractor” to include the diagnosis, parts, labor, and any applicable sales taxWe will also guarantee the repair and parts for daysShould you decide not to complete the repair, you will only be responsible for $“ Upon receipt of [redacted] complaint we reviewed the service order and the technician’s notes indicate that he found the intake valve stud was backed outHe reinstalled the stud and the valve cap, then readjusted the valve and installed a plug [redacted] was charged $for the plug, and $for the labor (the $diagnostic fee is incorporated into the labor fee)We reviewed the calls and apologize that he was misinformed when he called on April 29, to verify the charges on his repair [redacted] asked if he schedules a repair, the cost is $The advisor confirmed that this information is correct [redacted] asked if he agreed to have the item fixed, then what happens to the $The advisor informed him that the $goes towards the repair of the appliance; which is correct as stated above [redacted] then asked the advisor if a technician went out there and it costs $to fix the problem and he paid $99, then would the $be subtracted from the $This question is a bit misleading because [redacted] makes it seem as if he had paid the $diagnostic fee prior to the repair and somehow it was being charged againHowever, the advisor told him, “That is correct, sir.” [redacted] told her that he had a problem thenHe explained that the technician was out the day before, and the technician did not subtract the $but added it insteadThe advisor went on to tell him that a refund was processed already for him and that she sent a message to Customer Solutions to call himWe regret that this incident occurred, but we can assure [redacted] that his concerns have been forwarded to management for review so that the advisor can be coached and future problems of this nature can be avertedWith that being said, we have issued [redacted] a $refund on the diagnostic fee [redacted] should receive this refund within 10-business daysAs for the repair estimate, on April 30, [redacted] spoke with our Customer Solutions team and stated that our technician over-charged him for the labor because the part was only $ [redacted] stated that our technician did not provide him an estimate prior to the repairOn May 3, [redacted] was informed that the charges were correct and was offered a $refund for customer satisfactionOn May 5, [redacted] refused the $refund and we re-offered him a $reimbursement for customer satisfaction since he stated that the technician did not provide him an estimate prior to the repairOn May 9, [redacted] accepted the $refund and he should receive the refund within – business daysin the interim, since we addressed the issues brought forth in [redacted] complaint, we have closed our fileAgain, 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]
Initial Business Response / [redacted] (1000, 8, 2015/03/16) */ March 16, [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the [redacted] PU Office Chair she purchased from kmart.com We would like to clarify that our return policy clearly states that a refund can be requested within days, days for certain itemsThis is disclosed on postings in our stores, on our receipts, and on our website so that the purchaser is aware of our policiesAs such, our associates were simply adhering to our policies when they advised [redacted] that they would be unable to offer her a refundUnfortunately, a return is no longer an option available to her after the day period has expiredWhile we empathize with [redacted] situation, we can only suggest that she pursue any remedies available through the manufacturer if she feels the item she received is defectiveSince we have provided a response appropriate to our stated return policies, we have closed our file regarding this matter We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
January 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [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] ***, Auto Center Manager for Unit# ***, who states the following: Mr [redacted] purchased an Advanced Gold DieHard Battery from us on December the 29, He arrived at my store at 5:p.m We installed his battery and he was invoiced out at 6:p.mHe paid $for the battery, $for DieHard service, a $State environment fee and sales taxes of $16.58, for a total of $ A few days later, Mrs [redacted] called and was upset because as she said our battery was no good and her car would not start She asked us to come to her home and fix it I explained to her that I had no one who could do that I suggested she get someone to jump it for her or remove the battery and bring it to us so we could test it and exchange it if it was bad I also suggested that she could call her car insurance company to see if her policy covers towing She explained to me that she had kids to transport and now she can not do that because our battery is no good I told her I was sorry and understood why she was upset but there was nothing more I can do She hung up Mr [redacted] called me later and told me what had happened and said we needed to send someone to his work and replace the battery I told him that I could not do that He told me he works till 6p.mhow can he get to our store if we close at 6p.m I told him that maybe he could leave work early He hung up The next time I saw Mr [redacted] was Wednesday morning the 6th of January We checked his car in at 8:a.m We tested his battery which took about between and minutes to declare the battery as bad We then replaced the battery with another battery for free The complete transaction totaled $o He was not charged anythingI invoiced the ticket out, explained the warrantee was still three year free replacement and told him I was sorry for the inconvenience, gave him his keys and he left That being said, because we have addressed Mr***’s 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]
I called Barbara Phyllips and left message at December 20, 2015.I told her that I am on vacation .I will be back January 4, and she can call me at [redacted] or e mail me at a [redacted] @gmail.com or I will try to contact HER after I come back.If she really wants to help me or if Revdex.com is willing to help please understand the circumsctances Complaint: I am rejecting this response because: Sincerely Alic [redacted]
Complaint: [redacted] I am rejecting this response because:It is not the complete truth The range connection still leaked gas and was red flagged by [redacted] ***, who also said the previous connection leaked gas bad I had to go to the doctor from so much gas fume inhalation [redacted] was supposed to get back with me but never did for an additional $credit for the damaged range, which I was reluctant to take in the first place but was threatened that they would just take the stove away That was before I found out the leg was missing from the range and the bottom was also bent up and before I found out the pedestal didn't work due to a bent leg bolt.The washer pedestal isn't usable due to a bent leg bolt, the range is missing a leg and not only bent on the side it is bent on the bottom I have reported all this to [redacted] at the store and [redacted] and have received no response.I have knowingly been exposed to toxic gas fumes by faulty installation twice, been threatened to take damaged appliances or buy somewhere else and after mos still do not have a usable undamaged range and washer pedestal that is usable, and my refrigerator wheels don't roll as they should and drag on one side Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:After 15+ hours of dealing with Sears, Sears did nothing to correct these problems It was only after disputing the charges with my credit card company that they found in my favor and the charges were corrected The matter has been settled at this point but I wanted you to be aware it wasn't because Sears corrected it, it was because my credit card company corrected it after being disputed Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: the statement received from the business is inaccurateSears charged a haul away fee during time of payment I was informed by the sales associate that this charge included disconnecting the appliance and hauling the appliance awayThe sales associate never stated that the appliance would need to be disconnected and placed to the sideAlso, there was no water in the hot water heater; all of the water had been drained before Sears arrived at my homeThe fact that this explanation was never explained to me helps reiterate the level of service I am complaining aboutThe Sears Executive I spoke with is well aware of the issue that generated this complaint; the fact that Sears is now denying knowledge reiterates the level of service not only in the store but also at the Corporate levelThe basic business practice is being on time; Sears could not do thatI have had my last experience with Sears; at this point I will notify the lender and provide them this information so they can understand what their customers experience while shopping at Sears Sincerely, [redacted]
December 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding the repair completed on her washer that did not correct the issue and her request for a refund.We would note that all of our collect call repairs come with a 90-day guaranteeIf for some reason further repairs are needed, then we would only charge any part costs for parts not yet installedIn the event that the additional estimate is declined, then the technician present in the home would make the decision on whether to remove any previously installed parts and fill out a form to issue a refund for any charges above our declined estimate feeIn Ms [redacted] ’s case, the technician does not appear to have done this and instead noted in the comments that she wanted a callback from a managerAt this point we are more than willing to issue Ms [redacted] the refund that should have been submitted by the technician, which would have been $and also refund half of the normally non-refundable $ minimum charge that covers our fee for the trip and diagnosisThat would bring the refund amount to $In order to process this refund we would need Ms [redacted] to contact us to provide the full digit account number for the Visa card ending in Once we have those other digits, we will be able to credit her account $Ms [redacted] can contact me at Dana[redacted] @searshc.com or at 512-248-7740; we would note that we do not need the security code on the back nor the expiration date for the card since this is not needed to place a refund rather than a charge against the accountIn the interim, since we are willing to provide a refund to Ms [redacted] we have closed our file pending her response.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] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com