Initial Business Response /* (1000, 10, 2015/01/30) */
January 30, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
recent prescription transfer.
On January 23, 2015, [redacted] was contacted and the gift card he was seeking was provided. Since it appears that the matter has been resolved, 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.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Did not receive a gift card as stated in attached letter.
Final Business Response /* (4000, 14, 2015/02/03) */
February 3, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal.
When [redacted] spoke with Pharmacist [redacted] on January 22, 2015, he visited the store, transferred a prescription and was given the $30.00 gift card in question. We will not be providing anything further. In light of the aforementioned information, we respectfully ask that this matter remain closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his part for a dishwasher and his...
inability to have that part replaced at no charge under his manufacturer’s warranty. There are some parts in [redacted] dishwasher that due to the cost of the part, the manufacturer specifies that a technician has to determine that the parts are defective and need to be replaced. It does state in [redacted] warranty that parts are no charge but that he would be responsible for any labor fees. It notes “any part of the upper or lower dish rack that rusts due to defective materials or workmanship will be replaced free of charge. After the first year from the purchase date, the customer assumes any labor costs associated with dish rack replacement.” The confusion seems to come from [redacted] interpretation that the labor is an optional request on his part. As a courtesy, we have sent one item of the part number he noted to his home address as a courtesy. The part should arrive within 2 weeks. This is a one-time accommodation for customer satisfaction. In light of the aforementioned information, we respectfully ask that this matter 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 Complaint Specialist Sears Holdings Corporation [redacted]
May 23, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
[redacted]
We have completed the investigation o[redacted] complaint regarding his allegation that damage was done to his home by...
his washer.
Due to the nature o[redacted] concerns, he needs to contact [redacted], our third-party claims adjuster with any concerns. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final. If [redacted] has any questions regarding his claim, he can contact [redacted], his claims examiner, at [redacted] and reference claim number [redacted]. As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. In the interim, since [redacted]’s issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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]
Regulatory Complaints Specialist
[redacted]
[redacted]
December 24, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint...
regarding the pricing of an item he wished it purchase. As clarification, it appears that item [redacted] mentioned is sold by a third party, [redacted] We have no control over pricing; it is merely listed on our site for sale. We apologize for any misinformation. We will make sure that the issue is addressed. While we cannot control the pricing of the item since [redacted] mentions that it has increased, we are willing to provide him with a credit equal to 10% of the current selling price as a gesture of goodwill. Should [redacted] wish to accept, he may email his new order number to the email address listed below and we will process a credit for the aforementioned amount. In light of the aforementioned information, we respectfully ask that this matter remain closed. Again, 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 [redacted] [redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]Dear [redacted]We have completed the
investigation of [redacted] complaint regarding her refrigerator repair.First, we would like to
apologize to...
[redacted] for failing her expectations in regard to his
refrigerator repair. Upon reviewing the
notes within our service system, we find that the repair to [redacted] refrigerator
was completed today. Also, it appears
that on November 5, 2015, Sears Home Warranty offered [redacted] offered
$500.00 toward a replacement, which is the maximum allowed under her
agreement. Since she proceeded with the
repair, it is our understanding that she will not be utilizing the
aforementioned authorization.As to [redacted]
request for a refund of the Sears Home Warranty (SHW), she will need to contact
SHW directly at [redacted] In the
interim, we have included the terms of her agreement pertaining to
cancellations. VI. CANCELLATION1. You may void this
Agreement within 30 days of the coverage effective date for a full refund of
the contract fees paid if no claim has been made. The right to void this
Agreement as provided in this paragraph is not transferable. A ten percent
penalty per month will be added to any refund required under this paragraph, including
any accrued penalties, that is not paid or credited within 30 days after
termination of this Agreement pursuant to this paragraph.2. You may cancel this
Agreement within 30 days of the coverage effective date if a claim has been
made, or at any time thereafter, at which time you may be entitled to a refund
of unearned contract fees paid based on the short rate schedule less a
processing fee of twenty-five dollars ($25) and less the cost of any services
performed pursuant to the Agreement, where permitted by law. If the refund
calculation results in you owing us payment for services provided, we may bill
you for the lesser of the net amount due to us or the unpaid annual term
contract fee. We will bill or charge you any balance owed to us through the
same mechanism as any previous installment billings, or we will direct bill you
if such a mechanism is not available.With that said, since the
repair to [redacted] refrigerator has been completed, we ask that this matter
be closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]Regulatory Complaints
Specialist
October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his dishwasher.
Although we have completed our...
investigation of [redacted] complaint we have not been able to contact [redacted] We have left messages on the number provided in his complaint but have received no call back. We will be happy to assist [redacted] in getting the parts he is requesting unfortunately we need to confirm which brackets are needed as there are two different types and we will need information from [redacted] to assure we send him the correct ones. [redacted] can contact me directly at [redacted] for further assistance. In the interim, we will consider [redacted] matter closed, pending his response.
We apologize to [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
December 29, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear [redacted] We have completed our investigation of Mrs. [redacted] complaint regarding their washer. After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washer. The exchange was processed and Delivery is set for December 30, 2015. We have also processed a $100.00 check for laundry reimbursement for the time the [redacted] did not have the use of their washer. The [redacted] have been provided with my direct contact information if they are still in need of assistance. Since it was our understanding that this resolution met with the [redacted] approval, we have closed our file. We apologize to Ms. [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]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one...
of our auto centers.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of store# [redacted] who states the following:
I have contacted Mr. [redacted] and explained how the measurements work on the snap shot. Mr. [redacted] explained to me that he was concerned that he just got an alignment and was told he needed another. I explained when we do the snap shot it is an estimate of the total toe left and right and not an exact individual angle. I also explained that if the snap shot says it was out and he approved an alignment to be performed, Sears would not charge him if the alignment is in specification. Mr. [redacted] said he understood and had no further questions but expressed we should have our machine calibrated. I told him I will have it looked at it to be safe. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Complaint: [redacted]
There is no information regarding this business on the site to contact them and when I called they did not tell me to contact anyone they said they would contact the seller and cancle. Also I have done a web search of this seller and it is nothing but complaint against them and sears because the do not deliver the items etc. And sears just gives them the run around as they did me luckily I did get a refund but most of the other have not got thier product or a refund. but this company has sold on sears under a different name before and they have not changed and sears continues to let them do business under their name and rip customers off. I believe the only reason I did get a refund is because I finally became aggressive on trying to get a refund and not only contacted the bank and started a fraud complaint against the charge I also contacted the media about what was going on and the way sears was treating their customers and yes it was aired
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/12/04) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding Sears Home...
Services and her request for plumbing reimbursement.
We ask that [redacted] provide a copy of the plumber's bill noting that she paid $237.00 for repairs. [redacted] can email me the aforementioned bill to [redacted] or she can fax it to my attention at [redacted]. Once we are able to review the requested information, we will provide our final response to [redacted] complaint.
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]
Initial Consumer Rebuttal /* (3000, 7, 2014/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be faxing a copy of the plumbing bill I paid today. I will be satisfied when I am reimbursed the full amount.
Final Business Response /* (4000, 9, 2014/12/08) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding Sears Home Services and her request for plumbing reimbursement.
We have received [redacted] bill in the amount of $237.00 for repairs to her jet pump. With that said, a bank check in the amount of $237.00 has been processed and should be received within 10-14 days. Since we have sent [redacted] a bank check as promised, we ask that 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]
December 18, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted]
Dear Ms. [redacted]We have completed the investigation of Mr. [redacted]
complaint regarding his recent online order and non-receipt of a refund.It is unfortunate...
that we failed Mr. [redacted] expectations
and we can understand how the series of events detailed in his complaint has
caused him to lose faith in Sears. We can assure that his concerns have been
forwarded to management for review so that future problems of this nature can
be averted. After researching the online order notes we found that the refund
was re-processed recently on December 15, 2015, since he did not receive the
initial refund that was processed in November. Accordingly, a gift card refund
of $54.93 was processed under return receipt number [redacted] Additionally,
the Shop Your Way Reward point of $1.77 has been restored. Mr. [redacted] can expect
to receive the gift card within 10 to 14 business days from the aforementioned
date. We hope that in the future Mr. [redacted] will allow us another opportunity to
provide him with a better example of customer service that we have built our
reputation upon. In the interim, since a refund has been provided, we
respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
Complaint: 10964446
I am rejecting this response because: The business is not telling the truth regarding providing me with a clearly worded warranty from their laptop refurbisher at the time of purchase. In fact, the warranty, as I've shown in the scanned documents, states that the period is 90 days OR 365 days. When I called Sears, their representatives stated to me not to worry and go by the 365 day warranty. It is despicable for this large corporation to fail standing up for the products their affiliated refurbishers sell on the Sears website. Needless to say I will never buy anything else ever from Sears due to their deceptive practices that they allow their laptop refurbishers to conduct.
Sincerely,
Edgar [redacted]
February 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal to our previous response. The technician maintains that Mr. [redacted] has an electrical problem causing the dishwasher to sputter. Electrical problems can manifest at any time and just because there was not a noticeable problem a year ago when the dishwasher was purchased, does not mean that a problem could not be present now. Furthermore, Mr. [redacted] home is over thirty years old, so it is not improbable that an electrical problem could occur due to the age of the wiring. Mr. [redacted] has been instructed to hire a licensed electrician. If the electrician does not find any problems with the power supply, and Mr. [redacted] provides written documentation (detailed invoice) from the electrician to that effect, we will reimburse him for the diagnosis and schedule another appointment with a senior technician. Mr. [redacted] can fax the invoice to ([redacted] to the attention of [redacted]. Otherwise, we will not be able to schedule further service. Since a fair resolution has been proposed, commensurate to the circumstances, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order and...
non-receipt for a refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order, we found that Sears Online processed a refund of $1933.93 back to her [redacted] account on January 4, 2016. For Ms. [redacted] records the [redacted] transaction number is [redacted] We truly regret any inconvenience she may have experienced. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the charges he incurred for the repair of his...
tractor. First, we would like to clarify that our diagnostic fee includes an inspection of [redacted] tractor. When 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 tax. We will also guarantee the repair and parts for 90 days. Should you decide not to complete the repair, you will only be responsible for $99. “ 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 out. He reinstalled the stud and the valve cap, then readjusted the valve and installed a plug. [redacted] was charged $5.40 for the plug, and $230 for the labor (the $99 diagnostic fee is incorporated into the labor fee). We reviewed the calls and apologize that he was misinformed when he called on April 29, 2016 to verify the charges on his repair. [redacted] asked if he schedules a repair, the cost is $99. The advisor confirmed that this information is correct. [redacted] asked if he agreed to have the item fixed, then what happens to the $99. The advisor informed him that the $99 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 $131 to fix the problem and he paid $99, then would the $99 be subtracted from the $131. This question is a bit misleading because [redacted] makes it seem as if he had paid the $99 diagnostic fee prior to the repair and somehow it was being charged again. However, the advisor told him, “That is correct, sir.” [redacted] told her that he had a problem then. He explained that the technician was out the day before, and the technician did not subtract the $99 but added it instead. The 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 him. We 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 averted. With that being said, we have issued [redacted] a $99 refund on the diagnostic fee. [redacted] should receive this refund within 10-14 business days. As for the repair estimate, on April 30, 2016 [redacted] spoke with our Customer Solutions team and stated that our technician over-charged him for the labor because the part was only $5.40. [redacted] stated that our technician did not provide him an estimate prior to the repair. On May 3, 2016 [redacted] was informed that the charges were correct and was offered a $30 refund for customer satisfaction. On May 5, 2015 [redacted] refused the $30 refund and we re-offered him a $50 reimbursement for customer satisfaction since he stated that the technician did not provide him an estimate prior to the repair. On May 9, 2016 [redacted] accepted the $50 refund and he should receive the refund within 10 – 14 business days. in the interim, since we addressed the issues brought forth in [redacted] complaint, we have closed our file. Again, 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 [redacted]
March 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience and...
request for a refund. It is unfortunate that we failed [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in her order we found that the order was cancelled and a refund was provided on February 24, 2016. For [redacted] records the return receipt number is [redacted] credit of $118.15 was issued back to her [redacted] account. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]
Regulatory Complaint Specialist Sears Holdings Corporation
May 23, 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 order. According to our records, the page for this item noted that it was sold in pieces as part of a two piece bundle. The page notes: “Must buy both boxes for complete table.” A copy of the screen shots has been sent to you as well as a copy of the order confirmation email sent to [redacted] The order confirmation emails states: “legs only (not complete table) box 2 of 2.” Furthermore, each component says: “table top only” and “table legs only.” We apologize if this was not clear to [redacted] That said, our records reflect that his account was credited in full as of May 20, 2016. Once the funds have been released, it can take up to 5 business days for [redacted] financial institution to post them. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. Padilla and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I do want to add that the first set of tires that you state were replaced as a good will gesture were the incorrect rating placed on the car by the Sears representative, the four tires wore evenly, the even measures relating to the first set of tires were not given in the response for the incorrect tire placed on the vehicle although service dates were mentioned for those tires. The car requires a * rated tire and per your representative at the time the * rated tire was not on the vehicle, the tires were measured to be at the mileage warranty guarantee and was not the customers fault at the time of replacement unless I was told incorrectly. Also, I was charged $123.20 initially for the error in the good will measure that you so state and then when I submitted a complaint several months later pointing out the language in the purchase agreement the money was returned. Please let me know if you research the first set of tires and I am not accurate or I am wrong that the incorrect rated tire was placed on the car and/or the measurements from the first set of tires show a considerable alignment problem, if so then I will consider withdrawing my complaint.The dates listed in the response before 8/19/2015 did not apply to the second set of tires which are in question, and if you go back to prior alignments (since old dates were mentioned in your response) that were paid to Sears, the car could rarely be aligned front nor back so the car was taken to a professional alignment shop. The date in August 19, 2015 when the second set of tires were placed on the vehicle, I was told that the control arms needed replaced which we took care of and then an alignment was performed. An alignment issue did not effect the low tread in the middle of the tire that had around 7,000 miles on the car. The two dates mentioned in your response for the second set of tires was 8/19/2015 which was the date that the new tires were placed on the car and the date in October when I brought the car in for a recommended 5,000 mile rotation and balance. The back tires are wore almost down to 50% evenly in 7,000 miles for a 50,000 mile tread warranted tire and the front tires were sliding in the rain, although the edges of the tires were worn to 2/32 in and 4/32, the middle of the tire in 7,000 miles wore to 5/32in for the left tire and the right tire at 4/32in. Also, I have read the purchase agreement and warranty information and I do not see that the tire mileage warranty is voided if all purchases related to the repair of the vehicle is not made at Sears, parts, alignment, control arm replacements, etc., if I would have know that Sears had to complete all car repairs to maintain the tire mileage warranty then I would have had Sears complete all repairs on the vehicle.
Sincerely,
[redacted]
March 30, 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 the...
pricing of an item he wished to purchase. [redacted] Store Manager, provided the following response: We have spoken with [redacted] and he was provided with a resolution that he found to be acceptable. Should [redacted] have any further concerns, I ([redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain 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
February 22, 2016 [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 her online order and non-receipt...
of a refund. [redacted], Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations when she requested a refund. We value Ms. [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience Ms. [redacted] may have experienced. Fortunately, our store was finally able to issue a refund on February 8, 2016. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Should Ms. [redacted] have any further questions or concerns, she may contact our store directly at ([redacted] Since a refund has been processed, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 10, 2015/01/30) */
January 30, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
recent prescription transfer.
On January 23, 2015, [redacted] was contacted and the gift card he was seeking was provided. Since it appears that the matter has been resolved, 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.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Did not receive a gift card as stated in attached letter.
Final Business Response /* (4000, 14, 2015/02/03) */
February 3, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal.
When [redacted] spoke with Pharmacist [redacted] on January 22, 2015, he visited the store, transferred a prescription and was given the $30.00 gift card in question. We will not be providing anything further. In light of the aforementioned information, we respectfully ask that this matter remain closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his part for a dishwasher and his...
inability to have that part replaced at no charge under his manufacturer’s warranty. There are some parts in [redacted] dishwasher that due to the cost of the part, the manufacturer specifies that a technician has to determine that the parts are defective and need to be replaced. It does state in [redacted] warranty that parts are no charge but that he would be responsible for any labor fees. It notes “any part of the upper or lower dish rack that rusts due to defective materials or workmanship will be replaced free of charge. After the first year from the purchase date, the customer assumes any labor costs associated with dish rack replacement.” The confusion seems to come from [redacted] interpretation that the labor is an optional request on his part. As a courtesy, we have sent one item of the part number he noted to his home address as a courtesy. The part should arrive within 2 weeks. This is a one-time accommodation for customer satisfaction. In light of the aforementioned information, we respectfully ask that this matter 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 Complaint Specialist Sears Holdings Corporation [redacted]
May 23, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
[redacted]
We have completed the investigation o[redacted] complaint regarding his allegation that damage was done to his home by...
his washer.
Due to the nature o[redacted] concerns, he needs to contact [redacted], our third-party claims adjuster with any concerns. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final. If [redacted] has any questions regarding his claim, he can contact [redacted], his claims examiner, at [redacted] and reference claim number [redacted]. As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. In the interim, since [redacted]’s issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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]
Regulatory Complaints Specialist
[redacted]
[redacted]
December 24, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint...
regarding the pricing of an item he wished it purchase. As clarification, it appears that item [redacted] mentioned is sold by a third party, [redacted] We have no control over pricing; it is merely listed on our site for sale. We apologize for any misinformation. We will make sure that the issue is addressed. While we cannot control the pricing of the item since [redacted] mentions that it has increased, we are willing to provide him with a credit equal to 10% of the current selling price as a gesture of goodwill. Should [redacted] wish to accept, he may email his new order number to the email address listed below and we will process a credit for the aforementioned amount. In light of the aforementioned information, we respectfully ask that this matter remain closed. Again, 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 [redacted] [redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]Dear [redacted]We have completed the
investigation of [redacted] complaint regarding her refrigerator repair.First, we would like to
apologize to...
[redacted] for failing her expectations in regard to his
refrigerator repair. Upon reviewing the
notes within our service system, we find that the repair to [redacted] refrigerator
was completed today. Also, it appears
that on November 5, 2015, Sears Home Warranty offered [redacted] offered
$500.00 toward a replacement, which is the maximum allowed under her
agreement. Since she proceeded with the
repair, it is our understanding that she will not be utilizing the
aforementioned authorization.As to [redacted]
request for a refund of the Sears Home Warranty (SHW), she will need to contact
SHW directly at [redacted] In the
interim, we have included the terms of her agreement pertaining to
cancellations. VI. CANCELLATION1. You may void this
Agreement within 30 days of the coverage effective date for a full refund of
the contract fees paid if no claim has been made. The right to void this
Agreement as provided in this paragraph is not transferable. A ten percent
penalty per month will be added to any refund required under this paragraph, including
any accrued penalties, that is not paid or credited within 30 days after
termination of this Agreement pursuant to this paragraph.2. You may cancel this
Agreement within 30 days of the coverage effective date if a claim has been
made, or at any time thereafter, at which time you may be entitled to a refund
of unearned contract fees paid based on the short rate schedule less a
processing fee of twenty-five dollars ($25) and less the cost of any services
performed pursuant to the Agreement, where permitted by law. If the refund
calculation results in you owing us payment for services provided, we may bill
you for the lesser of the net amount due to us or the unpaid annual term
contract fee. We will bill or charge you any balance owed to us through the
same mechanism as any previous installment billings, or we will direct bill you
if such a mechanism is not available.With that said, since the
repair to [redacted] refrigerator has been completed, we ask that this matter
be closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]Regulatory Complaints
Specialist
October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his dishwasher.
Although we have completed our...
investigation of [redacted] complaint we have not been able to contact [redacted] We have left messages on the number provided in his complaint but have received no call back. We will be happy to assist [redacted] in getting the parts he is requesting unfortunately we need to confirm which brackets are needed as there are two different types and we will need information from [redacted] to assure we send him the correct ones. [redacted] can contact me directly at [redacted] for further assistance. In the interim, we will consider [redacted] matter closed, pending his response.
We apologize to [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
December 29, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear [redacted] We have completed our investigation of Mrs. [redacted] complaint regarding their washer. After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washer. The exchange was processed and Delivery is set for December 30, 2015. We have also processed a $100.00 check for laundry reimbursement for the time the [redacted] did not have the use of their washer. The [redacted] have been provided with my direct contact information if they are still in need of assistance. Since it was our understanding that this resolution met with the [redacted] approval, we have closed our file. We apologize to Ms. [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]
January 13, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one...
of our auto centers.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of store# [redacted] who states the following:
I have contacted Mr. [redacted] and explained how the measurements work on the snap shot. Mr. [redacted] explained to me that he was concerned that he just got an alignment and was told he needed another. I explained when we do the snap shot it is an estimate of the total toe left and right and not an exact individual angle. I also explained that if the snap shot says it was out and he approved an alignment to be performed, Sears would not charge him if the alignment is in specification. Mr. [redacted] said he understood and had no further questions but expressed we should have our machine calibrated. I told him I will have it looked at it to be safe. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
Complaint: [redacted]
There is no information regarding this business on the site to contact them and when I called they did not tell me to contact anyone they said they would contact the seller and cancle. Also I have done a web search of this seller and it is nothing but complaint against them and sears because the do not deliver the items etc. And sears just gives them the run around as they did me luckily I did get a refund but most of the other have not got thier product or a refund. but this company has sold on sears under a different name before and they have not changed and sears continues to let them do business under their name and rip customers off. I believe the only reason I did get a refund is because I finally became aggressive on trying to get a refund and not only contacted the bank and started a fraud complaint against the charge I also contacted the media about what was going on and the way sears was treating their customers and yes it was aired
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/12/04) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding Sears Home...
Services and her request for plumbing reimbursement.
We ask that [redacted] provide a copy of the plumber's bill noting that she paid $237.00 for repairs. [redacted] can email me the aforementioned bill to [redacted] or she can fax it to my attention at [redacted]. Once we are able to review the requested information, we will provide our final response to [redacted] complaint.
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]
Initial Consumer Rebuttal /* (3000, 7, 2014/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be faxing a copy of the plumbing bill I paid today. I will be satisfied when I am reimbursed the full amount.
Final Business Response /* (4000, 9, 2014/12/08) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding Sears Home Services and her request for plumbing reimbursement.
We have received [redacted] bill in the amount of $237.00 for repairs to her jet pump. With that said, a bank check in the amount of $237.00 has been processed and should be received within 10-14 days. Since we have sent [redacted] a bank check as promised, we ask that 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]
December 18, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted]
Dear Ms. [redacted]We have completed the investigation of Mr. [redacted]
complaint regarding his recent online order and non-receipt of a refund.It is unfortunate...
that we failed Mr. [redacted] expectations
and we can understand how the series of events detailed in his complaint has
caused him to lose faith in Sears. We can assure that his concerns have been
forwarded to management for review so that future problems of this nature can
be averted. After researching the online order notes we found that the refund
was re-processed recently on December 15, 2015, since he did not receive the
initial refund that was processed in November. Accordingly, a gift card refund
of $54.93 was processed under return receipt number [redacted] Additionally,
the Shop Your Way Reward point of $1.77 has been restored. Mr. [redacted] can expect
to receive the gift card within 10 to 14 business days from the aforementioned
date. We hope that in the future Mr. [redacted] will allow us another opportunity to
provide him with a better example of customer service that we have built our
reputation upon. In the interim, since a refund has been provided, we
respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
Complaint: 10964446
I am rejecting this response because: The business is not telling the truth regarding providing me with a clearly worded warranty from their laptop refurbisher at the time of purchase. In fact, the warranty, as I've shown in the scanned documents, states that the period is 90 days OR 365 days. When I called Sears, their representatives stated to me not to worry and go by the 365 day warranty. It is despicable for this large corporation to fail standing up for the products their affiliated refurbishers sell on the Sears website. Needless to say I will never buy anything else ever from Sears due to their deceptive practices that they allow their laptop refurbishers to conduct.
Sincerely,
Edgar [redacted]
February 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal to our previous response. The technician maintains that Mr. [redacted] has an electrical problem causing the dishwasher to sputter. Electrical problems can manifest at any time and just because there was not a noticeable problem a year ago when the dishwasher was purchased, does not mean that a problem could not be present now. Furthermore, Mr. [redacted] home is over thirty years old, so it is not improbable that an electrical problem could occur due to the age of the wiring. Mr. [redacted] has been instructed to hire a licensed electrician. If the electrician does not find any problems with the power supply, and Mr. [redacted] provides written documentation (detailed invoice) from the electrician to that effect, we will reimburse him for the diagnosis and schedule another appointment with a senior technician. Mr. [redacted] can fax the invoice to ([redacted] to the attention of [redacted]. Otherwise, we will not be able to schedule further service. Since a fair resolution has been proposed, commensurate to the circumstances, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order and...
non-receipt for a refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order, we found that Sears Online processed a refund of $1933.93 back to her [redacted] account on January 4, 2016. For Ms. [redacted] records the [redacted] transaction number is [redacted] We truly regret any inconvenience she may have experienced. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the charges he incurred for the repair of his...
tractor. First, we would like to clarify that our diagnostic fee includes an inspection of [redacted] tractor. When 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 tax. We will also guarantee the repair and parts for 90 days. Should you decide not to complete the repair, you will only be responsible for $99. “ 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 out. He reinstalled the stud and the valve cap, then readjusted the valve and installed a plug. [redacted] was charged $5.40 for the plug, and $230 for the labor (the $99 diagnostic fee is incorporated into the labor fee). We reviewed the calls and apologize that he was misinformed when he called on April 29, 2016 to verify the charges on his repair. [redacted] asked if he schedules a repair, the cost is $99. The advisor confirmed that this information is correct. [redacted] asked if he agreed to have the item fixed, then what happens to the $99. The advisor informed him that the $99 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 $131 to fix the problem and he paid $99, then would the $99 be subtracted from the $131. This question is a bit misleading because [redacted] makes it seem as if he had paid the $99 diagnostic fee prior to the repair and somehow it was being charged again. However, the advisor told him, “That is correct, sir.” [redacted] told her that he had a problem then. He explained that the technician was out the day before, and the technician did not subtract the $99 but added it instead. The 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 him. We 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 averted. With that being said, we have issued [redacted] a $99 refund on the diagnostic fee. [redacted] should receive this refund within 10-14 business days. As for the repair estimate, on April 30, 2016 [redacted] spoke with our Customer Solutions team and stated that our technician over-charged him for the labor because the part was only $5.40. [redacted] stated that our technician did not provide him an estimate prior to the repair. On May 3, 2016 [redacted] was informed that the charges were correct and was offered a $30 refund for customer satisfaction. On May 5, 2015 [redacted] refused the $30 refund and we re-offered him a $50 reimbursement for customer satisfaction since he stated that the technician did not provide him an estimate prior to the repair. On May 9, 2016 [redacted] accepted the $50 refund and he should receive the refund within 10 – 14 business days. in the interim, since we addressed the issues brought forth in [redacted] complaint, we have closed our file. Again, 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 [redacted]
March 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience and...
request for a refund. It is unfortunate that we failed [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in her order we found that the order was cancelled and a refund was provided on February 24, 2016. For [redacted] records the return receipt number is [redacted] credit of $118.15 was issued back to her [redacted] account. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]
Regulatory Complaint Specialist Sears Holdings Corporation
May 23, 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 order. According to our records, the page for this item noted that it was sold in pieces as part of a two piece bundle. The page notes: “Must buy both boxes for complete table.” A copy of the screen shots has been sent to you as well as a copy of the order confirmation email sent to [redacted] The order confirmation emails states: “legs only (not complete table) box 2 of 2.” Furthermore, each component says: “table top only” and “table legs only.” We apologize if this was not clear to [redacted] That said, our records reflect that his account was credited in full as of May 20, 2016. Once the funds have been released, it can take up to 5 business days for [redacted] financial institution to post them. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. Padilla and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I do want to add that the first set of tires that you state were replaced as a good will gesture were the incorrect rating placed on the car by the Sears representative, the four tires wore evenly, the even measures relating to the first set of tires were not given in the response for the incorrect tire placed on the vehicle although service dates were mentioned for those tires. The car requires a * rated tire and per your representative at the time the * rated tire was not on the vehicle, the tires were measured to be at the mileage warranty guarantee and was not the customers fault at the time of replacement unless I was told incorrectly. Also, I was charged $123.20 initially for the error in the good will measure that you so state and then when I submitted a complaint several months later pointing out the language in the purchase agreement the money was returned. Please let me know if you research the first set of tires and I am not accurate or I am wrong that the incorrect rated tire was placed on the car and/or the measurements from the first set of tires show a considerable alignment problem, if so then I will consider withdrawing my complaint.The dates listed in the response before 8/19/2015 did not apply to the second set of tires which are in question, and if you go back to prior alignments (since old dates were mentioned in your response) that were paid to Sears, the car could rarely be aligned front nor back so the car was taken to a professional alignment shop. The date in August 19, 2015 when the second set of tires were placed on the vehicle, I was told that the control arms needed replaced which we took care of and then an alignment was performed. An alignment issue did not effect the low tread in the middle of the tire that had around 7,000 miles on the car. The two dates mentioned in your response for the second set of tires was 8/19/2015 which was the date that the new tires were placed on the car and the date in October when I brought the car in for a recommended 5,000 mile rotation and balance. The back tires are wore almost down to 50% evenly in 7,000 miles for a 50,000 mile tread warranted tire and the front tires were sliding in the rain, although the edges of the tires were worn to 2/32 in and 4/32, the middle of the tire in 7,000 miles wore to 5/32in for the left tire and the right tire at 4/32in. Also, I have read the purchase agreement and warranty information and I do not see that the tire mileage warranty is voided if all purchases related to the repair of the vehicle is not made at Sears, parts, alignment, control arm replacements, etc., if I would have know that Sears had to complete all car repairs to maintain the tire mileage warranty then I would have had Sears complete all repairs on the vehicle.
Sincerely,
[redacted]
March 30, 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 the...
pricing of an item he wished to purchase. [redacted] Store Manager, provided the following response: We have spoken with [redacted] and he was provided with a resolution that he found to be acceptable. Should [redacted] have any further concerns, I ([redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain 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
February 22, 2016 [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 her online order and non-receipt...
of a refund. [redacted], Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations when she requested a refund. We value Ms. [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience Ms. [redacted] may have experienced. Fortunately, our store was finally able to issue a refund on February 8, 2016. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Should Ms. [redacted] have any further questions or concerns, she may contact our store directly at ([redacted] Since a refund has been processed, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation