April 21, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding a recent oil change at one of our auto...
centers.
We have received [redacted] complaint and apologize that upon completion of her oil change, she found that the sticker was not placed on her windshield. We reached out to the local auto center who stated they contacted [redacted] She came into the auto center on Monday, April 18, 2016 and the undercar and underhood were checked and the oil sticker was placed on her window. [redacted] was also given copies of all services that were done. 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]
[redacted]
Tell us why here...[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 Re: [redacted] #[redacted] Dear Ms. Vi[redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding Sears Home Services and repairs to his refrigerator.Sears provided Mr. [redacted] with his desired resolution noted in his complaint which was to have his repair expedited and to receive a refund of his protection agreement. In our initial correspondence we noted that we repaired the refrigerator and we also referred Mr. [redacted] to our service contracts office to discuss a refund of his protection agreement. Per our service contracts office, Mr. [redacted] filed a claim for food loss in the amount of $241.00. The claim was approved and Mr. [redacted] should be receiving his food loss reimbursement check in the next 10-14 days. Our service contracts office approves small item/rental reimbursement funds once it has been approved from their office. We have no record of Mr. [redacted] being approved for small item/rental reimbursement. Additionally, when small item/rental reimbursement is approved, it is for a college size mini refrigerator purchased from Sears or Kmart. We will not be reimbursing Mr. [redacted] for a $190.00 freezer from [redacted]. Sears does not reimburse for lost time, we will not be providing Mr. [redacted] with $500.00. If Mr. [redacted] would have contacted Sears for small item reimbursement, per his contract, he could have been approved for small item/rental reimbursement for an item purchased from Sears. Since we have noted our response to Mr. [redacted] rebuttal, we ask that this complaint remain 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 Claims SpecialistSears Holdings Corporation[redacted]
December 11, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10960831 – Male [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding his missing gift card.Upon receipt of Mr. [redacted]’s complaint, we...
escalated his concerns to Sanita [redacted], General Store Manager of Unit# 1544. Ms. [redacted] called Mr. [redacted] and stated the following:I spoke to Mr. [redacted] and he told us that he received a $400.00 giftcard as a gift. He wanted to purchase a bike at the Rego Park store. Mr. [redacted] came to the store and the bike was out of stock. He stated that an associate offered to order the bike and sell him another one, to which he declined. Mr. [redacted] then went home and wrote a letter to corporate and put the $400.00 giftcard inside. Mr. [redacted] did not hear anything but has since had a call from the corporate offices and was told that his giftcard is being send back to him to which he is satisfied. That being said, because we have addressed Mr. [redacted]’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,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searhs.com
Complaint: [redacted]
I am rejecting this response because: First of all, I never expressed that I was pleased with the work. I was pleased to pick my car up because I was carless. When I got the car back, yes it ran as it did before taking it into sears, but THE CAR WAS NOT ALIGNED! It still pulls to the same side, so they did NOT align the car and all of that was for nothing.
Sincerely,[redacted]
January 12, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10960831 – Male [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided.
While Mr. [redacted] informed the store that someone at corporate was sending him back his gift card, when we looked into this after he did not receive it, we did not find that anyone had contacted Mr. [redacted] and told him this. As a matter of fact, we found the letter he sent in, and there was a cover sheet indicating that a gift card had been sent with the letter and that it had been cut up and disposed of since this is our process for credit cards. The person that cut up the gift card used the same process as for credit cards because she had never had a situation where a customer sent back a gift card unless the gift card was one issued by us as compensation for a complaint.
In Mr. [redacted]’s letter that included the gift card he specifically says: “In fact I am so upset that I am sending you the gift card I have, and you can do with it whatever you want”. He then requests that we send him the bike as “restitution” implying that we should send it to him at no cost, which could easily make someone assume that the gift card in question would certainly not cover the price of the bike. Nowhere in the letter does Mr. [redacted] reference the dollar amount of the gift card or lead anyone to think it is for anything more than a negligible amount. He also does not state that the gift card is enclosed to pay for the bike sale. Again, the only reference to the gift card is where he tell us to do whatever we want with it.
With that said, we would still have been willing to reissue it if we could verify what amount was on it, whether it had been used, and then deactivate it. The problem is that Mr. [redacted] did not record the gift card number, and he refuses to provide any proof, such as a receipt, because he says it was a gift. We have suggested that he might ask the gift giver to provide a receipt, but he declined to do so. If the gift giver does not have a receipt, but used a credit card for the transaction, then we can also look up the sale with the credit card number. Mr. [redacted] would just need to call Erica [redacted] at [redacted] to provide the 16 digit card number of the credit card used.
In the interim, we are at an impasse. We are willing to assist Mr. [redacted] in acquiring proof of the gift card purchase/amount and after verification, we are even willing to deactivate the old card and activate a new one with whatever balance was on it when it was mailed in. We cannot do this though without some type of cooperation from Mr. [redacted] and/or whoever purchased the card. Without any type of proof beyond Mr. [redacted]’s assertion that the gift card was for $400.00 and still had that balance remaining on it when he mailed it in, we are unable to provide him with that amount of compensation in a replacement gift card. We would also note that the bike in question is no longer available for sale so we cannot provide that either. At this time, in the continued absence of any proof of purchase, we have reclosed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions. [redacted] Sears Garage Solutions, Quality Control Manager provided the following response: The [redacted] service has been rescheduled for the 21stth. If Ms. [redacted] has any additional concerns, she can contact my office at [redacted] or via email at [redacted] Since we have noted that [redacted] appointment has been rescheduled, we ask that this complaint be closed pending further contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
April 19, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding a comforter that she would like to return.
We...
have received [redacted] complaint and would like to note that our return policy is 30 days from the date of purchase. The return policy is located at every register in the store which was verified by [redacted], Store General Manager of Unit# [redacted]. While we understand that [redacted] would like to exchange her comforter, the fact remains that she is beyond her 30 day return period and we are unable to exchange or return the comforter per her request. 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]
Initial Business Response /* (1000, 5, 2015/02/05) */
February 5, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her...
dissatisfaction with our customer service and non-receipt of a refund for 2 turtleneck shirts purchased from sears.com.
It is unfortunate that we failed [redacted] expectations when she recently placed an order on sears.com. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we revealed that two refunds were issued to [redacted] account ending in[redacted], one for $21.64 on December 27, 2014, and another for $32.45 on November 19, 2014. However, the latter refund did not successfully transfer to her credit provider. Therefore, we reissued the credit of $32.45 to her on February 5, 2015. [redacted] should be able to view the credit within three business days. In the interim, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future [redacted] will allow us another opportunity to provide her with 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 provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding the charges he was assessed when we installed a...
dishwasher
replacement in his home.As clarification, the coverage under the Master
Protection Agreement (MPA) specifically notes that it will cover basic or
standard installation but that if any code upgrades or site modifications are
needed that these would not be covered. We do not find records that we
installed the original dishwasher so it would not be unusual for there to be requirements
currently that were not previously required. On [redacted] receipt (which we
attached) you can see where it notes that only basic or standard installation is
covered and if upgrades are required, he would be given an estimate that he
could choose to pay or refuse; if refused though then we would have not
installed it at all as our licensed plumbers are not legally allowed to install
dishwashers that are not up to government codes. When we reviewed the charges that were assessed by the
plumber we found that the water line and valve were required in the plumbing
but [redacted] did not have this already set up in his home. As for the cord,
generally some wiring is part of the dishwasher, so apparently additional
length was needed to get to the outlet, or a plug was required instead of hard
wiring the unit. Regardless though, the work required was not covered under the
MPA and [redacted] signed the form acknowledging he was aware of the charges
and he agreed to pay the amount not covered. As a courtesy he was given a
$50.00 gift card but we do not find he is entitled to any refund since these
were charges required because his home did not have the plumbing up-to-code so
that a basic installation could have taken place; therefore, 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]
January 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
recent order. We believe if Ms. [redacted] looks closely at the coupon she speaks of, she will see that it mentions that the purchase requirement is before taxes and other discounts. Our coupons also typically state that they may not be used during the Friends and Family sale period. Ms. [redacted]’s purchase only equaled to $42.96 after the discounts she received including the Friends and Family credit; therefore, she did not qualify for the credit she mentions. We were unable to find any record of the alleged promise made to issue Ms. [redacted] a credit for $22.00. However, we have added $20.00 worth of points to her SYWR account as a courtesy. Since we have provided what we feel is a reasonable resolution given the circumstances, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
As I stated in my original complaint, the only way for [redacted] to exchange the model is t o do it through Sears, this is what [redacted] does with all businesses who sell their products. I have given Sears the information to contact [redacted] and they have not made any attempts to resolve the matter. [redacted] is a manufacturer, they sell their products through retailers so they have to do the exchanges through the retailers where the product was originally purchased. All Sears has to do is let [redacted] exchange through them and they have refused to participate in [redacted]'s exchange process. I do not understand why they will not let the machine be exchanged, they have nothing to loose by letting [redacted] replace the machine with a new one. I would like to know why they will not allow this exchange please. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
February 8, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her demand to be refunded...
for a laptop purchased through one of our third-party market place vendors. As clarification, when an order is placed for an online item, our policy states that it cannot be canceled. However, whenever possible, we do make every attempt to cancel if our customer requests this. In Ms. [redacted] case, since we were not the vendor she purchased from, all we were able to do is to reach out to the vendor to see if a cancelation was still possible. Unfortunately, they stated that the item had already shipped and could not be canceled. This particular vendor also does not accept returns for buyer’s remorse. When Ms. [redacted] contacted us wanting to cancel her order the reason she gave was that the agent entering it messed up her billing address, but if that was the only problem then it could have easily been corrected without canceling the order. Since she is so negative in her Revdex.com complaint, we can only assume that she did in fact have buyer’s remorse after placing the order, and again, the merchant does not accept refunds for that reason. In fact, they only provide repairs or replacement. If Ms. [redacted] requires either, she would need to contact the vendor is she is still within the timeframe that a repair or exchange is still available. Otherwise, since the item was not eligible for cancelation nor was it returnable from the moment she placed the order, we have closed our file. 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 Complaints[redacted]
Complaint: 11112375
I am rejecting this response because: Another service appointment has been set but still appears they have no idea what is causing this problem. They are ordering a part that may fix it but it is not indicated to fix my particular machine. past service appointments have resulted in very unsatisfactory results. I am willing to give it another try and am hoping for better results but am not satisfied that this will work. They did not indicate that a senior technician or anyone with knowledge about this machine would visit. It appears the same technicians that came before will come again. At this time I cannot consider this matter resolved and do not want to close the complaint.
Sincerely,
Joan [redacted]
November 11, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint
regarding the charge he was billed to receive an in-home estimate...
for a repair
of his washer.We would first note that for all customers scheduling a
repair, they are advised in advance that we will give an estimate for the
service needed and if our estimate is accepted then no further monies would be
due and if it is declined, then a minimum fee of $79.00 would be due at the
time of service. We are actually not set up to bill customers as all charges
are due during our visit. With that said, in instances where a consumer
absolutely refuses to pay us, instead of contacting law enforcement and/or
filing charges for theft of services, we attempt to collect via the mail. However,
we do not report our collection efforts to any credit reporting agency, so it would
have no impact on a person’s credit report.In [redacted] case he agreed to these terms when he
scheduled the service call, and yet since the technician did not diagnose the
washer in a way that [redacted] felt was accurate, even though he is not a
technician and could not diagnose the problem himself, he refused to pay for
the estimate provided. The truth is that our laundry technicians see hundreds
of broken washers a month and they do not always need a long time and/or to
take the washer apart to know what the problem is. In the case of the bearings
or tub going out, it requires the replacement of the inner shell, the outer shell,
the drum and shocks and the parts alone are generally more than the cost of the
washer. When labor is figured in, it does not usually make fiscal sense to
pursue a repair, again depending upon the cost and age of the product. To help
ease the sting of buying a new appliance rather than a repair that might have
been considerably less, we do provide coupons towards a new purchase that can
mitigate the expense of the in-home visit. These are just offered as a
courtesy.With that said, while [redacted] was responsible to
pay the minimum fee of $79.00, our customer support group agreed to waive the
fee entirely. This was done as an accommodation because the washer itself was a
Kenmore brand and it was less than 5 years old. The billing was stopped on September
24, 2015, and the record was cleared. If [redacted] receives any further
correspondence related to this debt that is dated after that day, then he is
welcome to contact me directly so that I can assist further. In the interim,
since we did agree to waive the fee for the estimate provided, we have closed
our file.We apologize to Mr. Mullally 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 /* (1000, 10, 2015/01/29) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
January 29, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the replacement of his refrigerator.
We have reviewed [redacted] service history and do see where he was authorized for a replacement refrigerator on January 27, 2015. We apologize for the delay and have gone ahead and authorized him $1,499.99 to use towards the replacement of his refrigerator. I have emailed [redacted] with the replacement details to the email address listed on this complaint and should he have any additional questions, he is welcome to email me at [redacted] or call me at [redacted] and I am happy to assist. Because we have provided [redacted] with his requested resolution, 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.
[redacted]
[redacted]
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. On January 12,...
2016, a Sears Home Services refrigeration technician identified a Freon leak in the back of the refrigerator. Once the area was cleaned, the leak was soldered and the system was then pressurized to ensure the leak was addressed. After the leak was repaired, the unit was tested and was found to be operating as designed. Moving 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 contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: The [redacted] Office did not accept Sear's explanation. I have talked with the ** several times. The ** office informed me that Sears refuses to resolve my complaint and they cannot enforce Sears' actions. The ** referred me to an attorney. Virtually every statement in the Sears response is false.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I just want to clarify a few points. I rejected Sears first offer for payment for our inconvenience and told the Sears representative I just wanted the issues resolved. We did not want any money, just fix the problem. I told the representative the same thing the second time it was offered, but she insisted. The second time they offered compensation It was a little over a week until the scheduled service call so it was obvious Sears was not going to make any effort to have our situation serviced any sooner so we accepted the gift card, which although it comes no where close to making up for the inconvenience we have endured over the past month, we felt it was better than nothing.In terms of the flushing of the tank, that is impossible for my wife or I to accomplish. When Sears replaced the Tank in 2007, the tank was put in backwards with the drain up against the wall. The previous tank had the drain facing the doorway and was accessible. Neither my wife or I can now fit behind the tank to have access to the drain. We have made numerous efforts to drain the tank however we are elderly and I am handicapped. Why the tank was put in backwards, I have no clue. We have tried to have our sons help us when they visit from out of state to drain the tank and none of the three can fit behind the tank either. We have had one of our neighbors who is very petite squeeze behind the tank and hook up a drain hose, but we should not have to do that when Sears had the responsibility of installing it correctly in the first place.
Sincerely,
[redacted]
November 7, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted] complaint regarding his dissatisfaction
with Sears Home...
Services.First,
we would like to apologize to [redacted] for failing his expectations in regard
to the repair of his refrigerator. Additionally,
we would like to assure [redacted] that we appreciate his valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and we have forwarded [redacted] concerns to
the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the
customer service/scheduling issues outlined within [redacted] complaint, so
that future problems can be averted. On November 5, 2015, the
technician returned to [redacted] home to install a new motor for the icemaker. Once the motor was installed, the
refrigerator was tested and found to be operating properly. Again, we sincerely
regret any inconvenience [redacted] may have experienced due to the delay in
repairing his refrigerator. As a conciliatory
gesture, [redacted] with unit [redacted] offered a six-month extension to the protection
agreement carried on the refrigerator, which [redacted] accepted. With that
said, since we have completed the repair to [redacted] refrigerator, albeit
later than expected, and documented his concerns with the repair process, we
ask to have this matter closed.Again,
we apologize to Mr. and [redacted] and we appreciate the opportunity to address
this matter. Sincerely,[redacted]Regulatory Complaints
Specialist
April 21, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding a recent oil change at one of our auto...
centers.
We have received [redacted] complaint and apologize that upon completion of her oil change, she found that the sticker was not placed on her windshield. We reached out to the local auto center who stated they contacted [redacted] She came into the auto center on Monday, April 18, 2016 and the undercar and underhood were checked and the oil sticker was placed on her window. [redacted] was also given copies of all services that were done. 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]
[redacted]
Tell us why here...[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 Re: [redacted] #[redacted] Dear Ms. Vi[redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding Sears Home Services and repairs to his refrigerator.Sears provided Mr. [redacted] with his desired resolution noted in his complaint which was to have his repair expedited and to receive a refund of his protection agreement. In our initial correspondence we noted that we repaired the refrigerator and we also referred Mr. [redacted] to our service contracts office to discuss a refund of his protection agreement. Per our service contracts office, Mr. [redacted] filed a claim for food loss in the amount of $241.00. The claim was approved and Mr. [redacted] should be receiving his food loss reimbursement check in the next 10-14 days. Our service contracts office approves small item/rental reimbursement funds once it has been approved from their office. We have no record of Mr. [redacted] being approved for small item/rental reimbursement. Additionally, when small item/rental reimbursement is approved, it is for a college size mini refrigerator purchased from Sears or Kmart. We will not be reimbursing Mr. [redacted] for a $190.00 freezer from [redacted]. Sears does not reimburse for lost time, we will not be providing Mr. [redacted] with $500.00. If Mr. [redacted] would have contacted Sears for small item reimbursement, per his contract, he could have been approved for small item/rental reimbursement for an item purchased from Sears. Since we have noted our response to Mr. [redacted] rebuttal, we ask that this complaint remain 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 Claims SpecialistSears Holdings Corporation[redacted]
December 11, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10960831 – Male [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding his missing gift card.Upon receipt of Mr. [redacted]’s complaint, we...
escalated his concerns to Sanita [redacted], General Store Manager of Unit# 1544. Ms. [redacted] called Mr. [redacted] and stated the following:I spoke to Mr. [redacted] and he told us that he received a $400.00 giftcard as a gift. He wanted to purchase a bike at the Rego Park store. Mr. [redacted] came to the store and the bike was out of stock. He stated that an associate offered to order the bike and sell him another one, to which he declined. Mr. [redacted] then went home and wrote a letter to corporate and put the $400.00 giftcard inside. Mr. [redacted] did not hear anything but has since had a call from the corporate offices and was told that his giftcard is being send back to him to which he is satisfied. That being said, because we have addressed Mr. [redacted]’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,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searhs.com
Complaint: [redacted]
I am rejecting this response because: First of all, I never expressed that I was pleased with the work. I was pleased to pick my car up because I was carless. When I got the car back, yes it ran as it did before taking it into sears, but THE CAR WAS NOT ALIGNED! It still pulls to the same side, so they did NOT align the car and all of that was for nothing.
Sincerely,[redacted]
January 12, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10960831 – Male [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided.
While Mr. [redacted] informed the store that someone at corporate was sending him back his gift card, when we looked into this after he did not receive it, we did not find that anyone had contacted Mr. [redacted] and told him this. As a matter of fact, we found the letter he sent in, and there was a cover sheet indicating that a gift card had been sent with the letter and that it had been cut up and disposed of since this is our process for credit cards. The person that cut up the gift card used the same process as for credit cards because she had never had a situation where a customer sent back a gift card unless the gift card was one issued by us as compensation for a complaint.
In Mr. [redacted]’s letter that included the gift card he specifically says: “In fact I am so upset that I am sending you the gift card I have, and you can do with it whatever you want”. He then requests that we send him the bike as “restitution” implying that we should send it to him at no cost, which could easily make someone assume that the gift card in question would certainly not cover the price of the bike. Nowhere in the letter does Mr. [redacted] reference the dollar amount of the gift card or lead anyone to think it is for anything more than a negligible amount. He also does not state that the gift card is enclosed to pay for the bike sale. Again, the only reference to the gift card is where he tell us to do whatever we want with it.
With that said, we would still have been willing to reissue it if we could verify what amount was on it, whether it had been used, and then deactivate it. The problem is that Mr. [redacted] did not record the gift card number, and he refuses to provide any proof, such as a receipt, because he says it was a gift. We have suggested that he might ask the gift giver to provide a receipt, but he declined to do so. If the gift giver does not have a receipt, but used a credit card for the transaction, then we can also look up the sale with the credit card number. Mr. [redacted] would just need to call Erica [redacted] at [redacted] to provide the 16 digit card number of the credit card used.
In the interim, we are at an impasse. We are willing to assist Mr. [redacted] in acquiring proof of the gift card purchase/amount and after verification, we are even willing to deactivate the old card and activate a new one with whatever balance was on it when it was mailed in. We cannot do this though without some type of cooperation from Mr. [redacted] and/or whoever purchased the card. Without any type of proof beyond Mr. [redacted]’s assertion that the gift card was for $400.00 and still had that balance remaining on it when he mailed it in, we are unable to provide him with that amount of compensation in a replacement gift card. We would also note that the bike in question is no longer available for sale so we cannot provide that either. At this time, in the continued absence of any proof of purchase, we have reclosed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions. [redacted] Sears Garage Solutions, Quality Control Manager provided the following response: The [redacted] service has been rescheduled for the 21stth. If Ms. [redacted] has any additional concerns, she can contact my office at [redacted] or via email at [redacted] Since we have noted that [redacted] appointment has been rescheduled, we ask that this complaint be closed pending further contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
April 19, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding a comforter that she would like to return.
We...
have received [redacted] complaint and would like to note that our return policy is 30 days from the date of purchase. The return policy is located at every register in the store which was verified by [redacted], Store General Manager of Unit# [redacted]. While we understand that [redacted] would like to exchange her comforter, the fact remains that she is beyond her 30 day return period and we are unable to exchange or return the comforter per her request. 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]
Initial Business Response /* (1000, 5, 2015/02/05) */
February 5, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her...
dissatisfaction with our customer service and non-receipt of a refund for 2 turtleneck shirts purchased from sears.com.
It is unfortunate that we failed [redacted] expectations when she recently placed an order on sears.com. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we revealed that two refunds were issued to [redacted] account ending in[redacted], one for $21.64 on December 27, 2014, and another for $32.45 on November 19, 2014. However, the latter refund did not successfully transfer to her credit provider. Therefore, we reissued the credit of $32.45 to her on February 5, 2015. [redacted] should be able to view the credit within three business days. In the interim, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future [redacted] will allow us another opportunity to provide her with 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 provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding the charges he was assessed when we installed a...
dishwasher
replacement in his home.As clarification, the coverage under the Master
Protection Agreement (MPA) specifically notes that it will cover basic or
standard installation but that if any code upgrades or site modifications are
needed that these would not be covered. We do not find records that we
installed the original dishwasher so it would not be unusual for there to be requirements
currently that were not previously required. On [redacted] receipt (which we
attached) you can see where it notes that only basic or standard installation is
covered and if upgrades are required, he would be given an estimate that he
could choose to pay or refuse; if refused though then we would have not
installed it at all as our licensed plumbers are not legally allowed to install
dishwashers that are not up to government codes. When we reviewed the charges that were assessed by the
plumber we found that the water line and valve were required in the plumbing
but [redacted] did not have this already set up in his home. As for the cord,
generally some wiring is part of the dishwasher, so apparently additional
length was needed to get to the outlet, or a plug was required instead of hard
wiring the unit. Regardless though, the work required was not covered under the
MPA and [redacted] signed the form acknowledging he was aware of the charges
and he agreed to pay the amount not covered. As a courtesy he was given a
$50.00 gift card but we do not find he is entitled to any refund since these
were charges required because his home did not have the plumbing up-to-code so
that a basic installation could have taken place; therefore, 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]
January 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...
recent order. We believe if Ms. [redacted] looks closely at the coupon she speaks of, she will see that it mentions that the purchase requirement is before taxes and other discounts. Our coupons also typically state that they may not be used during the Friends and Family sale period. Ms. [redacted]’s purchase only equaled to $42.96 after the discounts she received including the Friends and Family credit; therefore, she did not qualify for the credit she mentions. We were unable to find any record of the alleged promise made to issue Ms. [redacted] a credit for $22.00. However, we have added $20.00 worth of points to her SYWR account as a courtesy. Since we have provided what we feel is a reasonable resolution given the circumstances, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
As I stated in my original complaint, the only way for [redacted] to exchange the model is t o do it through Sears, this is what [redacted] does with all businesses who sell their products. I have given Sears the information to contact [redacted] and they have not made any attempts to resolve the matter. [redacted] is a manufacturer, they sell their products through retailers so they have to do the exchanges through the retailers where the product was originally purchased. All Sears has to do is let [redacted] exchange through them and they have refused to participate in [redacted]'s exchange process. I do not understand why they will not let the machine be exchanged, they have nothing to loose by letting [redacted] replace the machine with a new one. I would like to know why they will not allow this exchange please. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
February 8, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her demand to be refunded...
for a laptop purchased through one of our third-party market place vendors. As clarification, when an order is placed for an online item, our policy states that it cannot be canceled. However, whenever possible, we do make every attempt to cancel if our customer requests this. In Ms. [redacted] case, since we were not the vendor she purchased from, all we were able to do is to reach out to the vendor to see if a cancelation was still possible. Unfortunately, they stated that the item had already shipped and could not be canceled. This particular vendor also does not accept returns for buyer’s remorse. When Ms. [redacted] contacted us wanting to cancel her order the reason she gave was that the agent entering it messed up her billing address, but if that was the only problem then it could have easily been corrected without canceling the order. Since she is so negative in her Revdex.com complaint, we can only assume that she did in fact have buyer’s remorse after placing the order, and again, the merchant does not accept refunds for that reason. In fact, they only provide repairs or replacement. If Ms. [redacted] requires either, she would need to contact the vendor is she is still within the timeframe that a repair or exchange is still available. Otherwise, since the item was not eligible for cancelation nor was it returnable from the moment she placed the order, we have closed our file. 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 Complaints[redacted]
Complaint: 11112375
I am rejecting this response because: Another service appointment has been set but still appears they have no idea what is causing this problem. They are ordering a part that may fix it but it is not indicated to fix my particular machine. past service appointments have resulted in very unsatisfactory results. I am willing to give it another try and am hoping for better results but am not satisfied that this will work. They did not indicate that a senior technician or anyone with knowledge about this machine would visit. It appears the same technicians that came before will come again. At this time I cannot consider this matter resolved and do not want to close the complaint.
Sincerely,
Joan [redacted]
November 11, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint
regarding the charge he was billed to receive an in-home estimate...
for a repair
of his washer.We would first note that for all customers scheduling a
repair, they are advised in advance that we will give an estimate for the
service needed and if our estimate is accepted then no further monies would be
due and if it is declined, then a minimum fee of $79.00 would be due at the
time of service. We are actually not set up to bill customers as all charges
are due during our visit. With that said, in instances where a consumer
absolutely refuses to pay us, instead of contacting law enforcement and/or
filing charges for theft of services, we attempt to collect via the mail. However,
we do not report our collection efforts to any credit reporting agency, so it would
have no impact on a person’s credit report.In [redacted] case he agreed to these terms when he
scheduled the service call, and yet since the technician did not diagnose the
washer in a way that [redacted] felt was accurate, even though he is not a
technician and could not diagnose the problem himself, he refused to pay for
the estimate provided. The truth is that our laundry technicians see hundreds
of broken washers a month and they do not always need a long time and/or to
take the washer apart to know what the problem is. In the case of the bearings
or tub going out, it requires the replacement of the inner shell, the outer shell,
the drum and shocks and the parts alone are generally more than the cost of the
washer. When labor is figured in, it does not usually make fiscal sense to
pursue a repair, again depending upon the cost and age of the product. To help
ease the sting of buying a new appliance rather than a repair that might have
been considerably less, we do provide coupons towards a new purchase that can
mitigate the expense of the in-home visit. These are just offered as a
courtesy.With that said, while [redacted] was responsible to
pay the minimum fee of $79.00, our customer support group agreed to waive the
fee entirely. This was done as an accommodation because the washer itself was a
Kenmore brand and it was less than 5 years old. The billing was stopped on September
24, 2015, and the record was cleared. If [redacted] receives any further
correspondence related to this debt that is dated after that day, then he is
welcome to contact me directly so that I can assist further. In the interim,
since we did agree to waive the fee for the estimate provided, we have closed
our file.We apologize to Mr. Mullally 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 /* (1000, 10, 2015/01/29) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
January 29, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the replacement of his refrigerator.
We have reviewed [redacted] service history and do see where he was authorized for a replacement refrigerator on January 27, 2015. We apologize for the delay and have gone ahead and authorized him $1,499.99 to use towards the replacement of his refrigerator. I have emailed [redacted] with the replacement details to the email address listed on this complaint and should he have any additional questions, he is welcome to email me at [redacted] or call me at [redacted] and I am happy to assist. Because we have provided [redacted] with his requested resolution, 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.
[redacted]
[redacted]
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. On January 12,...
2016, a Sears Home Services refrigeration technician identified a Freon leak in the back of the refrigerator. Once the area was cleaned, the leak was soldered and the system was then pressurized to ensure the leak was addressed. After the leak was repaired, the unit was tested and was found to be operating as designed. Moving 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 contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: The [redacted] Office did not accept Sear's explanation. I have talked with the ** several times. The ** office informed me that Sears refuses to resolve my complaint and they cannot enforce Sears' actions. The ** referred me to an attorney. Virtually every statement in the Sears response is false.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I just want to clarify a few points. I rejected Sears first offer for payment for our inconvenience and told the Sears representative I just wanted the issues resolved. We did not want any money, just fix the problem. I told the representative the same thing the second time it was offered, but she insisted. The second time they offered compensation It was a little over a week until the scheduled service call so it was obvious Sears was not going to make any effort to have our situation serviced any sooner so we accepted the gift card, which although it comes no where close to making up for the inconvenience we have endured over the past month, we felt it was better than nothing.In terms of the flushing of the tank, that is impossible for my wife or I to accomplish. When Sears replaced the Tank in 2007, the tank was put in backwards with the drain up against the wall. The previous tank had the drain facing the doorway and was accessible. Neither my wife or I can now fit behind the tank to have access to the drain. We have made numerous efforts to drain the tank however we are elderly and I am handicapped. Why the tank was put in backwards, I have no clue. We have tried to have our sons help us when they visit from out of state to drain the tank and none of the three can fit behind the tank either. We have had one of our neighbors who is very petite squeeze behind the tank and hook up a drain hose, but we should not have to do that when Sears had the responsibility of installing it correctly in the first place.
Sincerely,
[redacted]
November 7, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted] complaint regarding his dissatisfaction
with Sears Home...
Services.First,
we would like to apologize to [redacted] for failing his expectations in regard
to the repair of his refrigerator. Additionally,
we would like to assure [redacted] that we appreciate his valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and we have forwarded [redacted] concerns to
the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the
customer service/scheduling issues outlined within [redacted] complaint, so
that future problems can be averted. On November 5, 2015, the
technician returned to [redacted] home to install a new motor for the icemaker. Once the motor was installed, the
refrigerator was tested and found to be operating properly. Again, we sincerely
regret any inconvenience [redacted] may have experienced due to the delay in
repairing his refrigerator. As a conciliatory
gesture, [redacted] with unit [redacted] offered a six-month extension to the protection
agreement carried on the refrigerator, which [redacted] accepted. With that
said, since we have completed the repair to [redacted] refrigerator, albeit
later than expected, and documented his concerns with the repair process, we
ask to have this matter closed.Again,
we apologize to Mr. and [redacted] and we appreciate the opportunity to address
this matter. Sincerely,[redacted]Regulatory Complaints
Specialist