[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his refrigerator. Our records indicate...
that on Saturday, May 7, 2016 a technician installed a new access valve, compressor and drier into [redacted] refrigerator. After the parts were installed the unit was tested and was found to be operating within the parameters set forth by the manufacturer. [redacted] Sears Home Services, Technical Manager spoke with [redacted] on Monday, May 9, 2016 and he confirmed that the refrigerator is operating as expected. If [redacted] has any other concerns, he has been invited to contact [redacted] at [redacted] That said 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. Sincerely, [redacted] Regulatory Claims 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 for Unit# [redacted], who states the following:
Mr. [redacted] purchased an Advanced Gold DieHard Battery from us on December the 29, 2015. He arrived at my store at 5:50 p.m. We installed his battery and he was invoiced out at 6:03 p.m. He paid $200.99 for the battery, $19.99 for DieHard service, a $3.00 State environment fee and sales taxes of $16.58, for a total of $240.56.
A few days later, Mrs. [redacted] called and was upset because as she said our battery was no good and her car would not start. She asked us to come to her home and fix it. I explained to her that I had no one who could do that. I suggested she get someone to jump it for her or remove the battery and bring it to us so we could test it and exchange it if it was bad. I also suggested that she could call her car insurance company to see if her policy covers towing. She explained to me that she had kids to transport and now she can not do that because our battery is no good. I told her I was sorry and understood why she was upset but there was nothing more I can do. She hung up.
Mr. [redacted] called me later and told me what had happened and said we needed to send someone to his work and replace the battery. I told him that I could not do that. He told me he works till 6p.m. how can he get to our store if we close at 6p.m. I told him that maybe he could leave work early. He hung up.
The next time I saw Mr. [redacted] was Wednesday morning the 6th of January. We checked his car in at 8:58 a.m. We tested his battery which took about between 24 and 48 minutes to declare the battery as bad. We then replaced the battery with another battery for free. The complete transaction totaled $o. He was not charged anything. I invoiced the ticket out, explained the warrantee was still three year free replacement and told him I was sorry for the inconvenience, gave him his keys and he left.
That being said, because we have addressed Mr. [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.
March 8, 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 online order. [redacted]...
[redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed [redacted] expectations as we value her patronage. We were able to speak with [redacted] on March 3, 2016, and agreed to ship the merchandise at no charge. As a gesture of goodwill, we are sending a gift card for the inconvenience she experienced. Additionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. 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. [redacted] has the contact information of one of our personal shoppers for future needs and update their contact information in our system. With that said we have noted [redacted] concerns and 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
November 24,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed the investigation of [redacted] complaint regarding a
recent order. The
seller of...
your merchandise, [redacted], has agreed to accept a return for
your item if it is received by December 4, 2015. As a courtesy, we will refund
any reasonable shipping fees [redacted] may incur returning the item.
We want to stress that the seller of each item is clearly listed and according
to the Terms of Service for our site, the consumer is subject to each seller’s
individual return policy. As noted above though, we are attempting to resolve
this issue amicably. We ask that [redacted] communicate with
[redacted] regarding the refund from this point except to forward us the
receipt for her return shipping cost. We have forwarded a copy of the email from
[redacted] noting this offer and a contact she may speak with there. In
light of the aforementioned information, we respectfully ask that this matter
be considered closed.We apologize to
[redacted]nd appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]
May 12, 2016 [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 dissatisfaction with our appointment availability in his area for the repair...
of his tractor. It is unfortunate that we failed [redacted] expectations when he recently scheduled a tractor repair. We understand his concern about the length of time to service, especially with an item that may be used quite often during this season. We want to assure [redacted] that his feedback regarding the service availability in his area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further. We contacted [redacted] and he confirmed that he would not be available for the May 13, 2016 appointment. As a good-will gesture, we arranged a service appointment that would fit both our schedules. [redacted] agreed to schedule service for May 20, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time. 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]
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Adam [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding her refrigerator...
that did not work properly and request for food loss.
We have received Mr. [redacted]’s complaint and would like to note that he has been in contact with our Strategic Member Support team and it was agreed that a food loss check of $300.00 would be processed. The bank check was processed on February 3, 2016 and will be received in 7-10 business days to the address listed on this complaint. That being said, because we have provided Mr. [redacted] with an agreed upon resolution, 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.
November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding the part he ordered that he had not received.From what we can...
gather, the order [redacted] placed never
bridged to our [redacted] business so they never shipped the part. When he
would call to check on the part, it looks like he was transferred over to our
[redacted] business but unfortunately no one corrected the order, or placed a
new one, so that the part would have shipped. This was finally addressed on
October 24, 2015. At that time [redacted] was transferred to [redacted] and they
direct shipped him the part in question. Our [redacted] team followed up with him
and he confirmed he had received the part. In addition we have sent him a
$25.00 gift card via mail as an apology for the delay he encountered; he should
receive this within 2-3 weeks. If he has not received the gift card within that
timeframe, he is welcome to contact me at [redacted] or via
phone at [redacted] In the interim, since we have been able to confirm that
[redacted] finally received the part and a gift card was sent to him that was
almost equal to the value of the order, 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]Team Manager, Regulatory Complaints[redacted]
May 9, 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 dissatisfaction with our customer...
service and failure to provide assistance with a Rockford Portable Power Source/Mini Jump Starter he purchased from sears.com. The reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any product. We understand how frustrating this can be to a consumer, and it is for this reason that Sears and most other retailers offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to abuse of these courtesies, most retailers, including Sears, had to abstain from this process and curtail the widespread practice of making these exceptions. With that having been said, it is our goal to provide quality merchandise to our customers and we are always concerned when something purchased from us fails. When [redacted] contacted us he, his purchase exceeded our stated 30 day return period and he did not have additional coverage that would offer him a replacement, but his item was still within the manufacturer’s warranty period. As such, we could only refer him to the manufacturer to request a repair or replacement through their warranty. While we do empathize with [redacted] situation, Sears does not manufacture his product, nor is it one that our service units repair, and sears.com associates do not have the ability to exchange any item after the return period has expired. For this reason, we can only suggest that he contact the manufacturer, [redacted] Products, [redacted] Telephone: [redacted] if he would like a repair or replacement. Alternatively, we would be willing to offer [redacted] a gift card for $66.06, which was his final purchase amount for the jump starter, as a good will gesture. If [redacted] would like to accept this offer, he is welcome to contact Regulatory Complaint Specialist [redacted], within 15 business days from the date of this letter. We apologize for any inconvenience [redacted] may have experienced and respectfully ask to have this matter closed pending his response. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
April 21, 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 missing refund. As...
clarification, [redacted] refund check had been issued on March 18, 2016 by [redacted] Since there was an issue with the check, the store employee was going outside of normal procedure in an effort to expedite the refund by issuing it to [redacted] account. We apologize if this made [redacted] uncomfortable and for any misunderstanding. That said, [redacted] has informed us that they spoke with [redacted] and once they verified her address, a new check has been mailed today. We ask that [redacted] allow 5-7 business days for the arrival of her check. In closing, we respectfully ask that [redacted] contact [redacted] for any further concerns she may have with her lease. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 27, 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 recent...
transaction. As clarification, when a consumer signs up for a credit application, it is noted that if they are declined for the primary account offered by [redacted], a secondary form of credit will be applied for throug[redacted] Bank. The consumer has to indicate that they agree to this on the signature pad before the application is submitted. We apologize if this was not clear to [redacted] and we cannot comment on why he was declined. Only the credit card company, [redacted] Bank can answer that question. Typically, a consumer is sent a notice in the mail indicating why their request was declined. That said, the offer for 15% was only being tendered to consumers who were approved for the [redacted] card. The [redacted] card was only offering a $15.00 statement credit on their first purchase. If [redacted] has not seen this credit on his statement, he would need to contact the number listed on the back of his card or on the statement itself for [redacted] Bank. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[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 recent visit to...
one of our stores which resulted in being dissatisfied with the customer service she received.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of store# [redacted], who states the following:
There was a discrepancy in pricing due to change in pricing from when Ms. [redacted] purchased the item and when she went to another store. I was personally involved in verifying the situation and apologized to Ms. [redacted] for the miscommunication from the sales associate at the Rancho Store reporting that the sales associate at Victorville charged them incorrectly.
I also apologized to Ms. [redacted] for having to come back to the store to explain the situation and personally called her the day the ordered cancelled to see if there was something we could do to save the sale. Ms. [redacted], at the time, accepted my explanation as I told them we could easily do an adjustment since they were within 7 day time period but the order was already cancelled.
Ms. [redacted] came back into the store last week disputing the claim on her credit statement regarding the gift card and I did give her another gift card replacing the one she was charged for as a customer service resolution. That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Complaint: [redacted]
I am rejecting this response because: I was told the item was in stock at the warehouse and not to be shipped from the manufacture. I was lied to from the start and then brushed off by all involved at the store.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her washer. Our records indicate...
that the [redacted] Sears Outlet has assisted [redacted] by exchanging her washer. On March 17, 2016, [redacted] took possession of her new [redacted] washer. There are parts that were shipped to [redacted] home that we would like to pick up so that we can return them to the manufacturer. We ask that [redacted] contact [redacted] so that we can make arrangement to pick up the parts. Since we have noted that [redacted] has had her washer exchanged and have noted our request to have the parts returned, 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. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: 11006485
I am rejecting this response because:i have ordered numerous times from this company and each and every time it's the same issue. I'm promised by agents my order will arrive on time and yet they have each arrived late.
Sincerely,
Joann [redacted]
January 8, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, 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 ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
December 17, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10944024 –
Jorge D. [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding the service call he scheduled on his washer.After...
reviewing the service documents and alerts we have
for Mr. [redacted]’s model washer, we have found that he was mistakenly led to
believe that a repair to the impeller would correct the bouncing and shaking of
his washer. Furthermore, he was told the repair would be covered by the
manufacturer even though the full warranty on the washer had long since
expired, and the only exceptional parts warranties are on the basket and drum.
In actuality, the repair referenced by the call taker was for models that were
manufactured later than Mr. [redacted]’s and where the consumer was having issues
with the impeller bunching up clothes; it had nothing to do with bouncing and
shaking. Additionally, the repair was just a suggestion by the manufacturer and
was not something they were covering once the warranty had expired. Once our
technician arrived, it sounds like he diagnosed that the issue was with the
suspension rods and the manufacturer recommends replacing all 4; none of which
are covered under any exceptional parts warranty. With that said, since Mr. [redacted] was given a different
expectation when he scheduled the call, our executive customer support team
authorized to have the billing stopped and his account zeroed out. This was
effective November 16, 2016, and if he receives any further correspondence
regarding this debt dated after that, then he is welcome to contact me via
email or phone so that I can provide further assistance. In the interim, since
it was our understanding that this resolution met with Mr. [redacted]’s approval,
we have closed our file.We apologize to Mr. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
November 5, 2015*** ***Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611*** *** * *** ** ***
*** *** ***We have completed the investigation of *** ***
complaint regarding the repair she had initially...
scheduled on her refrigerator
and her request for a refund since she ended up contracting another company to
get the services completed.Under normal circumstances if our customer cancels a service
call after we have ordered a part but before we have installed it, we have to
wait until the part is delivered and then we take steps to retrieve it. In some
instances this might be via a calltag, but in others, we have to dispatch a
team that is responsible for relocating parts. Once the parts are logged back
into our database, we would then issue a refund for any fees above our non-refundable
$95.00 trip/diagnostic minimum fee. In *** *** case though, there were
some extenuating circumstances involving a very long delay between the parts
being ordered and then the date we expected to return, so that we would be willing
to make an exception and issue her a refund in full. Our records indicate that
at the very least she should already have been refunded a partial difference of
$47.94, and yet it does not appear this has happened. If *** *** can call or
email me with her full 16 digit account number for the *** ending in
*** I can research to see what might have been refunded or not, and then
ensure she is refunded in full the entire $161.69 that she pre-paid when the
part was ordered. She can reach me via email at *** or via
phone at ***. I do not need the expiration date or the security code
from her card as this is not needed to research or to process a refund. In the
interim, since we are willing to issue a refund upon the receipt of the card information,
we have for now closed our file.We apologize to *** *** and appreciate the opportunity to
address this matter. Please feel free to
contact me if you have any further questions or concerns.Sincerely,*** *** *** *** *** *** *** ***
February 29, 2016
*** *** Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint on behalf of her grandfather, *** *** regarding her dissatisfaction with the...
delay in refund for return of the washer. Upon receipt of *** *** complaint we contacted her to confirm the name and address listed on the purchase and return of the washer. *** *** confirmed the receipts are listed under *** *** *** *** *** stated that she contacted Assistant Store Manager *** *** regarding *** *** refund, and it was discovered that due to a system glitch the refund did not process. *** *** issued a help ticket to resolve the issue and on February 17, 2016 we re-issued *** *** a credit of $649.19 to his credit card ending with *** *** *** also inquired about the late charges added to *** *** account due to the credit delay. We reached out to *** to research and assist with *** *** concern. *** *** with *** contacted *** *** and he was advised that *** had refunded all late fees and interest charges that were assessed related to this disputed transaction. *** *** was satisfied with the monetary adjustments. With that being said, since we have addressed the issues brought forth in *** *** complaint, we have closed our file. Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: 11004389
I am rejecting this response because:
Because it's a joke. My time and my money are worth more than their gift card offer which costs them pennies on the dollar. They need to compensate me for the time I spent trying to deal with the local store in person, over the phone, and several calls to their "customer disservice!" Reading the many forums and websites where reviews can be found, this is a KNOWN ISSUE for Sears and Kmart. They are apparently experts at getting payment immediately by promising availability of products that are not available and will not be available for weeks. Then when they can't deliver, they use their foreign "customer disservice" agents to put refunds off for days or weeks more. They take and use money they have not earned to keep them afloat. It's no wonder they are failing! By rights, there should be punitive actions filed and I would gladly join a class action lawsuit. I will never do business with Sears or Kmart again. Sincerely,
Tim [redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Home Services and repairs to her dryer.It
is unfortunate that we failed...
[redacted] expectations when she called Sears
for service on her dryer. We value [redacted] patronage, but can understand
how the series of events noted in her complaint has caused her to lose faith in
Sears. We can assure [redacted] that her concerns have been forwarded to
management for review, so future problems of this nature can be averted.
We can only reiterate that we do not condone how she was treated and that we
truly regret that we failed her expectations. We hope that [redacted] will
allow us another opportunity in the future to provide her with the type of
customer service that Sears has built their reputation upon, but we would
understand if this is not possible. Our service records indicate that the
repairs were completed on December 10, 2015 when a new idler pulley was
installed. After the dryer was reassembled the dryer was tested and was found
to be operating as expected. As a gesture of good customer service, [redacted]
was provided with a $50.00 sales adjustment which was processed in the form of
a bank check. That said, the check is expected to be received within the next 7-10
days. Since we have completed the dryer repairs and have provided [redacted]
with the aforementioned laundry reimbursement, 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.Sincerely,[redacted]Regulatory
Claims SpecialistSears
Holdings Corporation[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his refrigerator. Our records indicate...
that on Saturday, May 7, 2016 a technician installed a new access valve, compressor and drier into [redacted] refrigerator. After the parts were installed the unit was tested and was found to be operating within the parameters set forth by the manufacturer. [redacted] Sears Home Services, Technical Manager spoke with [redacted] on Monday, May 9, 2016 and he confirmed that the refrigerator is operating as expected. If [redacted] has any other concerns, he has been invited to contact [redacted] at [redacted] That said 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. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 21, 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 for Unit# [redacted], who states the following:
Mr. [redacted] purchased an Advanced Gold DieHard Battery from us on December the 29, 2015. He arrived at my store at 5:50 p.m. We installed his battery and he was invoiced out at 6:03 p.m. He paid $200.99 for the battery, $19.99 for DieHard service, a $3.00 State environment fee and sales taxes of $16.58, for a total of $240.56.
A few days later, Mrs. [redacted] called and was upset because as she said our battery was no good and her car would not start. She asked us to come to her home and fix it. I explained to her that I had no one who could do that. I suggested she get someone to jump it for her or remove the battery and bring it to us so we could test it and exchange it if it was bad. I also suggested that she could call her car insurance company to see if her policy covers towing. She explained to me that she had kids to transport and now she can not do that because our battery is no good. I told her I was sorry and understood why she was upset but there was nothing more I can do. She hung up.
Mr. [redacted] called me later and told me what had happened and said we needed to send someone to his work and replace the battery. I told him that I could not do that. He told me he works till 6p.m. how can he get to our store if we close at 6p.m. I told him that maybe he could leave work early. He hung up.
The next time I saw Mr. [redacted] was Wednesday morning the 6th of January. We checked his car in at 8:58 a.m. We tested his battery which took about between 24 and 48 minutes to declare the battery as bad. We then replaced the battery with another battery for free. The complete transaction totaled $o. He was not charged anything. I invoiced the ticket out, explained the warrantee was still three year free replacement and told him I was sorry for the inconvenience, gave him his keys and he left.
That being said, because we have addressed Mr. [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,
[redacted]
Regulatory Complaints Specialist
[redacted]
March 8, 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 online order. [redacted]...
[redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed [redacted] expectations as we value her patronage. We were able to speak with [redacted] on March 3, 2016, and agreed to ship the merchandise at no charge. As a gesture of goodwill, we are sending a gift card for the inconvenience she experienced. Additionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. 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. [redacted] has the contact information of one of our personal shoppers for future needs and update their contact information in our system. With that said we have noted [redacted] concerns and 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
November 24,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed the investigation of [redacted] complaint regarding a
recent order. The
seller of...
your merchandise, [redacted], has agreed to accept a return for
your item if it is received by December 4, 2015. As a courtesy, we will refund
any reasonable shipping fees [redacted] may incur returning the item.
We want to stress that the seller of each item is clearly listed and according
to the Terms of Service for our site, the consumer is subject to each seller’s
individual return policy. As noted above though, we are attempting to resolve
this issue amicably. We ask that [redacted] communicate with
[redacted] regarding the refund from this point except to forward us the
receipt for her return shipping cost. We have forwarded a copy of the email from
[redacted] noting this offer and a contact she may speak with there. In
light of the aforementioned information, we respectfully ask that this matter
be considered closed.We apologize to
[redacted]nd appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]
May 12, 2016 [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 dissatisfaction with our appointment availability in his area for the repair...
of his tractor. It is unfortunate that we failed [redacted] expectations when he recently scheduled a tractor repair. We understand his concern about the length of time to service, especially with an item that may be used quite often during this season. We want to assure [redacted] that his feedback regarding the service availability in his area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further. We contacted [redacted] and he confirmed that he would not be available for the May 13, 2016 appointment. As a good-will gesture, we arranged a service appointment that would fit both our schedules. [redacted] agreed to schedule service for May 20, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time. 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]
February 16, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Adam [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding her refrigerator...
that did not work properly and request for food loss.
We have received Mr. [redacted]’s complaint and would like to note that he has been in contact with our Strategic Member Support team and it was agreed that a food loss check of $300.00 would be processed. The bank check was processed on February 3, 2016 and will be received in 7-10 business days to the address listed on this complaint. That being said, because we have provided Mr. [redacted] with an agreed upon resolution, 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]@searshc.com
November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding the part he ordered that he had not received.From what we can...
gather, the order [redacted] placed never
bridged to our [redacted] business so they never shipped the part. When he
would call to check on the part, it looks like he was transferred over to our
[redacted] business but unfortunately no one corrected the order, or placed a
new one, so that the part would have shipped. This was finally addressed on
October 24, 2015. At that time [redacted] was transferred to [redacted] and they
direct shipped him the part in question. Our [redacted] team followed up with him
and he confirmed he had received the part. In addition we have sent him a
$25.00 gift card via mail as an apology for the delay he encountered; he should
receive this within 2-3 weeks. If he has not received the gift card within that
timeframe, he is welcome to contact me at [redacted] or via
phone at [redacted] In the interim, since we have been able to confirm that
[redacted] finally received the part and a gift card was sent to him that was
almost equal to the value of the order, 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]Team Manager, Regulatory Complaints[redacted]
May 9, 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 dissatisfaction with our customer...
service and failure to provide assistance with a Rockford Portable Power Source/Mini Jump Starter he purchased from sears.com. The reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any product. We understand how frustrating this can be to a consumer, and it is for this reason that Sears and most other retailers offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to abuse of these courtesies, most retailers, including Sears, had to abstain from this process and curtail the widespread practice of making these exceptions. With that having been said, it is our goal to provide quality merchandise to our customers and we are always concerned when something purchased from us fails. When [redacted] contacted us he, his purchase exceeded our stated 30 day return period and he did not have additional coverage that would offer him a replacement, but his item was still within the manufacturer’s warranty period. As such, we could only refer him to the manufacturer to request a repair or replacement through their warranty. While we do empathize with [redacted] situation, Sears does not manufacture his product, nor is it one that our service units repair, and sears.com associates do not have the ability to exchange any item after the return period has expired. For this reason, we can only suggest that he contact the manufacturer, [redacted] Products, [redacted] Telephone: [redacted] if he would like a repair or replacement. Alternatively, we would be willing to offer [redacted] a gift card for $66.06, which was his final purchase amount for the jump starter, as a good will gesture. If [redacted] would like to accept this offer, he is welcome to contact Regulatory Complaint Specialist [redacted], within 15 business days from the date of this letter. We apologize for any inconvenience [redacted] may have experienced and respectfully ask to have this matter closed pending his response. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
April 21, 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 missing refund. As...
clarification, [redacted] refund check had been issued on March 18, 2016 by [redacted] Since there was an issue with the check, the store employee was going outside of normal procedure in an effort to expedite the refund by issuing it to [redacted] account. We apologize if this made [redacted] uncomfortable and for any misunderstanding. That said, [redacted] has informed us that they spoke with [redacted] and once they verified her address, a new check has been mailed today. We ask that [redacted] allow 5-7 business days for the arrival of her check. In closing, we respectfully ask that [redacted] contact [redacted] for any further concerns she may have with her lease. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 27, 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 recent...
transaction. As clarification, when a consumer signs up for a credit application, it is noted that if they are declined for the primary account offered by [redacted], a secondary form of credit will be applied for throug[redacted] Bank. The consumer has to indicate that they agree to this on the signature pad before the application is submitted. We apologize if this was not clear to [redacted] and we cannot comment on why he was declined. Only the credit card company, [redacted] Bank can answer that question. Typically, a consumer is sent a notice in the mail indicating why their request was declined. That said, the offer for 15% was only being tendered to consumers who were approved for the [redacted] card. The [redacted] card was only offering a $15.00 statement credit on their first purchase. If [redacted] has not seen this credit on his statement, he would need to contact the number listed on the back of his card or on the statement itself for [redacted] Bank. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 19, 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 recent visit to...
one of our stores which resulted in being dissatisfied with the customer service she received.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of store# [redacted], who states the following:
There was a discrepancy in pricing due to change in pricing from when Ms. [redacted] purchased the item and when she went to another store. I was personally involved in verifying the situation and apologized to Ms. [redacted] for the miscommunication from the sales associate at the Rancho Store reporting that the sales associate at Victorville charged them incorrectly.
I also apologized to Ms. [redacted] for having to come back to the store to explain the situation and personally called her the day the ordered cancelled to see if there was something we could do to save the sale. Ms. [redacted], at the time, accepted my explanation as I told them we could easily do an adjustment since they were within 7 day time period but the order was already cancelled.
Ms. [redacted] came back into the store last week disputing the claim on her credit statement regarding the gift card and I did give her another gift card replacing the one she was charged for as a customer service resolution. That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was told the item was in stock at the warehouse and not to be shipped from the manufacture. I was lied to from the start and then brushed off by all involved at the store.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her washer. Our records indicate...
that the [redacted] Sears Outlet has assisted [redacted] by exchanging her washer. On March 17, 2016, [redacted] took possession of her new [redacted] washer. There are parts that were shipped to [redacted] home that we would like to pick up so that we can return them to the manufacturer. We ask that [redacted] contact [redacted] so that we can make arrangement to pick up the parts. Since we have noted that [redacted] has had her washer exchanged and have noted our request to have the parts returned, 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. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: 11006485
I am rejecting this response because:i have ordered numerous times from this company and each and every time it's the same issue. I'm promised by agents my order will arrive on time and yet they have each arrived late.
Sincerely,
Joann [redacted]
January 8, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, 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 ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
December 17, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10944024 –
Jorge D. [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding the service call he scheduled on his washer.After...
reviewing the service documents and alerts we have
for Mr. [redacted]’s model washer, we have found that he was mistakenly led to
believe that a repair to the impeller would correct the bouncing and shaking of
his washer. Furthermore, he was told the repair would be covered by the
manufacturer even though the full warranty on the washer had long since
expired, and the only exceptional parts warranties are on the basket and drum.
In actuality, the repair referenced by the call taker was for models that were
manufactured later than Mr. [redacted]’s and where the consumer was having issues
with the impeller bunching up clothes; it had nothing to do with bouncing and
shaking. Additionally, the repair was just a suggestion by the manufacturer and
was not something they were covering once the warranty had expired. Once our
technician arrived, it sounds like he diagnosed that the issue was with the
suspension rods and the manufacturer recommends replacing all 4; none of which
are covered under any exceptional parts warranty. With that said, since Mr. [redacted] was given a different
expectation when he scheduled the call, our executive customer support team
authorized to have the billing stopped and his account zeroed out. This was
effective November 16, 2016, and if he receives any further correspondence
regarding this debt dated after that, then he is welcome to contact me via
email or phone so that I can provide further assistance. In the interim, since
it was our understanding that this resolution met with Mr. [redacted]’s approval,
we have closed our file.We apologize to Mr. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
November 5, 2015*** ***Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611*** *** * *** ** ***
*** *** ***We have completed the investigation of *** ***
complaint regarding the repair she had initially...
scheduled on her refrigerator
and her request for a refund since she ended up contracting another company to
get the services completed.Under normal circumstances if our customer cancels a service
call after we have ordered a part but before we have installed it, we have to
wait until the part is delivered and then we take steps to retrieve it. In some
instances this might be via a calltag, but in others, we have to dispatch a
team that is responsible for relocating parts. Once the parts are logged back
into our database, we would then issue a refund for any fees above our non-refundable
$95.00 trip/diagnostic minimum fee. In *** *** case though, there were
some extenuating circumstances involving a very long delay between the parts
being ordered and then the date we expected to return, so that we would be willing
to make an exception and issue her a refund in full. Our records indicate that
at the very least she should already have been refunded a partial difference of
$47.94, and yet it does not appear this has happened. If *** *** can call or
email me with her full 16 digit account number for the *** ending in
*** I can research to see what might have been refunded or not, and then
ensure she is refunded in full the entire $161.69 that she pre-paid when the
part was ordered. She can reach me via email at *** or via
phone at ***. I do not need the expiration date or the security code
from her card as this is not needed to research or to process a refund. In the
interim, since we are willing to issue a refund upon the receipt of the card information,
we have for now closed our file.We apologize to *** *** and appreciate the opportunity to
address this matter. Please feel free to
contact me if you have any further questions or concerns.Sincerely,*** *** *** *** *** *** *** ***
February 29, 2016
*** *** Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint on behalf of her grandfather, *** *** regarding her dissatisfaction with the...
delay in refund for return of the washer. Upon receipt of *** *** complaint we contacted her to confirm the name and address listed on the purchase and return of the washer. *** *** confirmed the receipts are listed under *** *** *** *** *** stated that she contacted Assistant Store Manager *** *** regarding *** *** refund, and it was discovered that due to a system glitch the refund did not process. *** *** issued a help ticket to resolve the issue and on February 17, 2016 we re-issued *** *** a credit of $649.19 to his credit card ending with *** *** *** also inquired about the late charges added to *** *** account due to the credit delay. We reached out to *** to research and assist with *** *** concern. *** *** with *** contacted *** *** and he was advised that *** had refunded all late fees and interest charges that were assessed related to this disputed transaction. *** *** was satisfied with the monetary adjustments. With that being said, since we have addressed the issues brought forth in *** *** complaint, we have closed our file. Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: 11004389
I am rejecting this response because:
Because it's a joke. My time and my money are worth more than their gift card offer which costs them pennies on the dollar. They need to compensate me for the time I spent trying to deal with the local store in person, over the phone, and several calls to their "customer disservice!" Reading the many forums and websites where reviews can be found, this is a KNOWN ISSUE for Sears and Kmart. They are apparently experts at getting payment immediately by promising availability of products that are not available and will not be available for weeks. Then when they can't deliver, they use their foreign "customer disservice" agents to put refunds off for days or weeks more. They take and use money they have not earned to keep them afloat. It's no wonder they are failing! By rights, there should be punitive actions filed and I would gladly join a class action lawsuit. I will never do business with Sears or Kmart again. Sincerely,
Tim [redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Home Services and repairs to her dryer.It
is unfortunate that we failed...
[redacted] expectations when she called Sears
for service on her dryer. We value [redacted] patronage, but can understand
how the series of events noted in her complaint has caused her to lose faith in
Sears. We can assure [redacted] that her concerns have been forwarded to
management for review, so future problems of this nature can be averted.
We can only reiterate that we do not condone how she was treated and that we
truly regret that we failed her expectations. We hope that [redacted] will
allow us another opportunity in the future to provide her with the type of
customer service that Sears has built their reputation upon, but we would
understand if this is not possible. Our service records indicate that the
repairs were completed on December 10, 2015 when a new idler pulley was
installed. After the dryer was reassembled the dryer was tested and was found
to be operating as expected. As a gesture of good customer service, [redacted]
was provided with a $50.00 sales adjustment which was processed in the form of
a bank check. That said, the check is expected to be received within the next 7-10
days. Since we have completed the dryer repairs and have provided [redacted]
with the aforementioned laundry reimbursement, 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.Sincerely,[redacted]Regulatory
Claims SpecialistSears
Holdings Corporation[redacted]