May 6, 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. ...
We would like to apologize to [redacted] for any misunderstanding. A gift card for $300.00 has been issued to his home address and it should arrive within 10-12 business days. Since we have provided [redacted] with what he was due, 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]
February 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dave [redacted] Dear Ms. [redacted], We have reviewed Mr. [redacted]’s rebuttal complaint regarding his non-receipt of the refund check. It is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and apologize again for any inconvenience he may have experienced. After reviewing Mr. [redacted]’s rebuttal we forwarded this matter to Sears accounting center and they are currently re-issuing a new check which will be overnighted to Mr. [redacted]. We left a voice message and sent an email correspondence to Mr. [redacted] to inform him of our findings. Additionally, 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 new check has been overnighted to Mr. [redacted], 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her dishwasher. While researching Ms. [redacted] concerns, we found that she was assisted by [redacted] in our Executive Member Support group. Ms. [redacted] accepted a $100.00 credit to her [redacted] account as compensation for the inconvenience she experienced when her repair was rescheduled. The refund request was submitted on January 25, 2016, so Ms. [redacted] can expect to see the credit post within the next five to seven business days. With that said, since Ms. [redacted] is no longer interested in having Sears Home Services repair her dishwasher and we have processed the aforementioned refund, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 1, 2016
Revdex.com
[redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via email: [redacted]
[redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
In regards to Mr. [redacted] rebuttal letter dated 2/18/2016 regarding the proposed reimbursement, the customer has agreed to our offer. We respectfully request that you close your file as we have fulfilled our contractual obligation to Mr. [redacted]
On behalf of SHIP please know that we value Mr. [redacted] as customer’s and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted].
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Mary [redacted]#10994165 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her complaint regarding the delivery and hook up of her new washer. ...
Prior to receiving Ms. [redacted]’s complaint, she was connected with Mr. [redacted], case manager from our Executive Member Services Department. I personally spoke with Mr. [redacted] who informed me that he has been in contact with Ms. [redacted] on December 14, 2015 and they discussed her concerns. Ms. [redacted] has agreed to send Mr. [redacted] a copy of the plumber’s bill and once received, a check will be processed to reimburse her for the plumber’s bill. Mr. [redacted] can be reached by calling 1-888-266-4043 ext. ** or via email at robert.[redacted]@searshc.com. Since Mr. [redacted] has agreed to reimburse Ms. [redacted] and he is waiting for her plumber’s bill, we see no reason to keep this complaint open and ask that it 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
December 7, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted]
rebuttal to the response we provided regarding her online order.We have reviewed [redacted] rebuttal, and we do not
find that she has brought any new information to her complaint. While we
understand that she remains dissatisfied with the service she received, we are
unable to grant her request to reimburse her the price difference she paid at
another retailer. As clarification, Sears made a one-time courtesy exception in
refunding [redacted] for two orders that [redacted] found were in fact delivered to
the shipping address. Unfortunately, we are not always able to arrive at a
resolution that would meet with a consumer’s complete satisfaction, since we do
not find that all requests are reasonable and therefore within our power to
grant. In [redacted] case we do
apologize if we failed her expectations, but we feel that a full refund for the
order she alleges to have not received is relative to the circumstances and our
decision is final. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]
April 29, 2016
Revdex.com
[redacted] 330 N. Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No.: [redacted] Revdex.com Case #: [redacted]
Via: Revdex.com Website
[redacted]
Thank you for allowing Sears Home Improvement Products (SHIP) to assist...
you with the concern you recently brought to our attention. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. SHIP will not agree to replace the drain pan for free and will not take responsibility for the issues [redacted] is experiencing with her unit. That decision is based on the following information.
The unit was installed correctly and has been operating for over 5 years. The drain pan was not part of the contract. Per the technician, the issue is due to lack of maintenance and modifications the customer made to the drain pan after the install. The primary drain line was completely plugged up, and water slowly drained into the secondary drain which dripped down the side of the house and dripped on the window. The damage was clearly caused by the customer’s own neglect and modifications they made. The rust proves it has been dripping for some time, probably several years. The drain pan was heavily rusted as well. The customer requested and agreed to pay for releveling the secondary drain pan, which was done. He told the tech that he had made modifications which caused the pan to lean towards the window after the AC was installed.
The customer said in the complaint that the tech gave her a handwritten document that is not on the Sears’ ticket stating acceptance of liability, and then the tech changed it after he was paid. The customer is not accurate. The document is a Sears’ document (pre-existing damage waiver), that the techs print from their computer. The tech wrote the following notes in the description: drain pan is rusted due to clogged drain causing bedroom window to stain with rust. After the customer signed, she demanded that the tech write the following statement: drain pan was not properly installed. She stated that she would not pay for the service if the tech did not. [redacted] then grabbed the pen from the tech and wrote it herself on top of the paper.
The unit requires proper maintenance and care once it is installed. Our records indicate that the customer has never called in for maintenance or a service until April 7, 2016. It is the customer’s responsibility to do maintenance on their unit and replace the filter on a monthly basis or as needed, or as per manufacturer’s specifications. If they do not, the warranty can be void. We recommend that they replace the filter regularly and have the yearly maintenance done to prevent damage to the unit. The customer has no extended warranties or protection plans with Sears. Any services we provide will result in a charge to the customer.
As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted], or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
[redacted]
December 2, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: # 10927548 –
Macee [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Ms. [redacted] complaint regarding the requested replacement
of her microwave.Upon receipt of Ms....
[redacted]
complaint, we found that the microwave was replaced under the terms and
conditions of the Master Protection Agreement by out Protection Agreement
Benefits Association (PABA). Our records show the replacement was processed on
November 22, 2015 with delivery on November 24, 2015. If Ms. [redacted] is still in
need of assistance she can contact PABA directly at 1-800-827-6655. Since we
have replaced Ms. [redacted] microwave as requested and it is our understanding
that this resolution was acceptable to Ms. [redacted] we have closed our case.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,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com
Initial Business Response /* (1000, 8, 2015/02/17) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@searshc.com
February 17, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms....
[redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding a replacement laptop.
Upon receiving Ms. [redacted]'s complaint, we escalated her concerns to [redacted] Senior Case Manager for Online Services, who states the following:
I am [redacted] a Senior Case Manager and I will be assisting you with your complaint filed with the Revdex.com for order XXXXXXXXXXX. I understand from your complaint that the laptop you purchase is defective. I have researched your order and would like to share my findings.
After receiving your complaint and reviewing order XXXXXXXXXXX our records show that the item purchased was sold by a third party vendor, Zoomusa advertising on the Sears.com website and not from Sears directly. For future reference we have enclosed a portion our disclaimer concerning Marketplace vendors for your review.
Disclaimer:
Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. If your order contains an item that is not sold by Sears or Kmart, please be advised that this item cannot be returned or exchanged at your local Sears or Kmart store. Your merchant's profile, which contains their specific return policy, is available via the product page. Please see your merchant's profile for additional details. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that Sears and Kmart does not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. Where applicable, all refunds will be issued in the same form as the original method of payment.
After reviewing all the documentation on this order and seeing that you have made every effort to get this matter resolved with the Seller and still no resolution Sears.com has resolved it. A full refund of $157.32 has been issued to your Visa account ending in 4421. The action we took is outside our policy and is only not normal practice; we do apologize for the inconveniences and frustration this matter has caused you. You are welcome to dispose of the item as well.
This credit should be viewable by your financial institution within 3-5 business days. Please contact your financial institution after that period to confirm that the credit has been applied to your account. Please note that your financial institution may have processing guidelines that may impact the time it takes for the credit to be reflected in your balance. That being said, because we have refunded Ms. [redacted] for her laptop, 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
XXX-XXX-XXXX
[redacted]@searshc.com
May 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to our previous response It is unfortunate that Ms. [redacted] remains dissatisfied and it is her prerogative to pursue this matter in [redacted] Ms. [redacted] can forward any legal documents to our corporate office at Sears Holdings Corporation, [redacted] In the interim, we ask that this matter be closed, as the Revdex.com is no longer the correct forum for resolution. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears a TV that was delivered damaged and purchased from Sears. Our...
office provided a copy of Mr. [redacted] complaint to Sears Home Delivery for resolution. Since the TV was not in stock locally, we had one ordered into our local Merchandise Distribution Unit (MDO), it arrived on January 28, 2016. [redacted] from [redacted] informed our office that her records indicated that Mr. [redacted] has requested to have the new delivery cancelled and to be refunded. We will be picking up the damaged unit on Friday, January 29, 2016 and once it’s returned to the MDO, a full refund will be processed. Typically a consumer can expect to receive a refund within 5-7 days of the item being picked up. If Mr. [redacted] has any questions or concerns, he can reach me at [redacted]. At this time, since we have noted that we will be picking up the refrigerator and refunding Mr. [redacted], we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]
May 9, 2016
Revdex.com
[redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No[redacted] Revdex.com File No: [redacted]
Via 1st Class US Postage
Via email: [redacted]
Dear [redacted]
This letter provides you with an update...
regarding [redacted] HVAC concerns. He has agreed, due to time restraints and our not having an installer readily available at this time, that he will provide us with estimates for the wiring of his [redacted] thermostat to the SHIP humidifier. We will reimburse him and the repairs can be done at his leisure.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] extension [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
[redacted]
December 8, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10962623 – Paige L [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple repairs on her washer.It...
is unfortunate that we failed Ms. [redacted]’s expectations when she recently scheduled a washer repair. We value Ms. [redacted]’s patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Our records indicate that on August 25, 2015 our technician diagnosed the washer issue and provided Ms. [redacted] with an estimate to repair the washer. However, the estimate was declined by Ms. [redacted] so the service was not completed. Ms. [redacted] called again on October 15, 2015 to schedule service again because the washer was not spinning out the water, and an appointment was set for October 19, 2015. Our technician replaced the water pump which fixed the drainage issue. When the repair was completed, Ms. [redacted] informed the technician that there was a slow fill issue as well. The technician informed her that it would need the water inlet replaced and since the repair order was closed she would have to set another service appointment and pay for the part as well. On December 2, 2015 our technician returned to install the water inlet valve and Ms. [redacted] was charged for the part, but there was no charge for the labor since it was covered under our 90-day service guarantee. Our technician noted that he tested the washer after the repair was completed and no problem was found. With that being said, since the washer has been repaired, we have closed our file.Again, 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,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com
I called Barbara Phyllips and left message at 215 393 4602 December 20, 2015.I told her that I am on vacation .I will be back January 4, 2016 and she can call me at [redacted] or e mail me at a[redacted]@gmail.com or I will try to contact HER after I come back.If she really wants to help me or if Revdex.com is willing to help please understand the circumsctances.
Complaint: 10997482
I am rejecting this response because:
Sincerely
Alicja [redacted]
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
We have completed the investigation of Mr. [redacted] complaint...
regarding his vacuum cleaner. The model vacuum in question has a one year manufacturer’s warranty. Due to the cost of the item, parts are not available for service. If Mr. [redacted] can product a receipt for his vacuum showing that he purchased it a year ago or less, then we will consider providing him with a gift card for the amount he paid. If not, we will provide a gift card for $25.00 as a customer courtesy. Mr. [redacted] may email me at [redacted] to let me know what he wishes to do. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
May 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the service experience for her range. ...
It is unfortunate that we failed [redacted] expectations with her recent repair experience. 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 regret that this incident occurred. Upon receipt of [redacted] complaint we found that her range had been repaired. [redacted] confirmed that it was in good working order. For customer satisfaction we offer to provide [redacted] with a one year Master Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $73.19. As this resolution was acceptable to [redacted] we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 25, 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 non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have sent an email directly to [redacted] to inform him that we issued a refund of $388.57 to his credit account ending in [redacted] on March 24, 2016. The remaining charges on his order entered pending status when his order was placed, but were released when his order was cancelled* [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided. 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]
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving the part he...
ordered online and his request for a refund.Upon receipt of [redacted] complaint we reached out to [redacted] Senior Customer Support Representative with Parts Direct, to assist with his concern. [redacted] researched and discovered that when [redacted] reported that he had not received the order, we placed another order for him. The replacement order was shipped to [redacted]n October 20, 2015. Our records indicate that the replacement order was returned by [redacted] On November 6, 2015 we issued the credits of $228.75 and $9.99 to [redacted] With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to Mr. De Quevedo and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am going to dispute that she conveniently did NOT list all of the service calls I had on this mower. In the fall of 2014, there was a service call for an OIL leak (which very well could have caused a fire). I waited at home from 8A to 5P for the technician to show. He did not come until after 5, when I was not home (due to daughter's ballgame). He had called and asked me to leave the mower in a location that he could get to it and work on it. I did as requested. He left word that he fixed the problem. As this was late in the mowing season, I only used the mower once or twice more until mowing season began in 2015. After a couple of times mowing, I noticed the oil leak again. At that time, I called for another service appointment to be scheduled. That is when they suckered me into purchasing the other contract mentioned, "because the service call itself would cost $97.00" and this would be covered under that contract. I'm not a genius, but based on the numerous service calls that had already been made for this mower, I figured that I would definitely get my money's worth. This call was made early to mid-May. The service appointment was not scheduled until mid-June 16. The fire occurred June 8. Perhaps if the service would have been more timely, this entire scenario would not have happened.Due to the numerous service calls, I feel the company should do more than simply try to push this under the rug. The mower should have lasted longer and is worth more than $500.00. NO business has never been held at fault for going ABOVE and beyond what is expected from any warranty or service contract. I am very disheartened that this company does not care to help its customers.
Sincerely,
Tena [redacted]
May 6, 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. ...
We would like to apologize to [redacted] for any misunderstanding. A gift card for $300.00 has been issued to his home address and it should arrive within 10-12 business days. Since we have provided [redacted] with what he was due, 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]
February 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dave [redacted] Dear Ms. [redacted], We have reviewed Mr. [redacted]’s rebuttal complaint regarding his non-receipt of the refund check. It is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and apologize again for any inconvenience he may have experienced. After reviewing Mr. [redacted]’s rebuttal we forwarded this matter to Sears accounting center and they are currently re-issuing a new check which will be overnighted to Mr. [redacted]. We left a voice message and sent an email correspondence to Mr. [redacted] to inform him of our findings. Additionally, 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 new check has been overnighted to Mr. [redacted], 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her dishwasher. While researching Ms. [redacted] concerns, we found that she was assisted by [redacted] in our Executive Member Support group. Ms. [redacted] accepted a $100.00 credit to her [redacted] account as compensation for the inconvenience she experienced when her repair was rescheduled. The refund request was submitted on January 25, 2016, so Ms. [redacted] can expect to see the credit post within the next five to seven business days. With that said, since Ms. [redacted] is no longer interested in having Sears Home Services repair her dishwasher and we have processed the aforementioned refund, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 1, 2016
Revdex.com
[redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via email: [redacted]
[redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
In regards to Mr. [redacted] rebuttal letter dated 2/18/2016 regarding the proposed reimbursement, the customer has agreed to our offer. We respectfully request that you close your file as we have fulfilled our contractual obligation to Mr. [redacted]
On behalf of SHIP please know that we value Mr. [redacted] as customer’s and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted].
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
Complaint: 10997482
I am rejecting this response because:
Sincerely,
Alicja [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Mary [redacted]#10994165 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her complaint regarding the delivery and hook up of her new washer. ...
Prior to receiving Ms. [redacted]’s complaint, she was connected with Mr. [redacted], case manager from our Executive Member Services Department. I personally spoke with Mr. [redacted] who informed me that he has been in contact with Ms. [redacted] on December 14, 2015 and they discussed her concerns. Ms. [redacted] has agreed to send Mr. [redacted] a copy of the plumber’s bill and once received, a check will be processed to reimburse her for the plumber’s bill. Mr. [redacted] can be reached by calling 1-888-266-4043 ext. ** or via email at robert.[redacted]@searshc.com. Since Mr. [redacted] has agreed to reimburse Ms. [redacted] and he is waiting for her plumber’s bill, we see no reason to keep this complaint open and ask that it 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
December 7, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted]
rebuttal to the response we provided regarding her online order.We have reviewed [redacted] rebuttal, and we do not
find that she has brought any new information to her complaint. While we
understand that she remains dissatisfied with the service she received, we are
unable to grant her request to reimburse her the price difference she paid at
another retailer. As clarification, Sears made a one-time courtesy exception in
refunding [redacted] for two orders that [redacted] found were in fact delivered to
the shipping address. Unfortunately, we are not always able to arrive at a
resolution that would meet with a consumer’s complete satisfaction, since we do
not find that all requests are reasonable and therefore within our power to
grant. In [redacted] case we do
apologize if we failed her expectations, but we feel that a full refund for the
order she alleges to have not received is relative to the circumstances and our
decision is final. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]
April 29, 2016
Revdex.com
[redacted] 330 N. Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No.: [redacted] Revdex.com Case #: [redacted]
Via: Revdex.com Website
[redacted]
Thank you for allowing Sears Home Improvement Products (SHIP) to assist...
you with the concern you recently brought to our attention. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. SHIP will not agree to replace the drain pan for free and will not take responsibility for the issues [redacted] is experiencing with her unit. That decision is based on the following information.
The unit was installed correctly and has been operating for over 5 years. The drain pan was not part of the contract. Per the technician, the issue is due to lack of maintenance and modifications the customer made to the drain pan after the install. The primary drain line was completely plugged up, and water slowly drained into the secondary drain which dripped down the side of the house and dripped on the window. The damage was clearly caused by the customer’s own neglect and modifications they made. The rust proves it has been dripping for some time, probably several years. The drain pan was heavily rusted as well. The customer requested and agreed to pay for releveling the secondary drain pan, which was done. He told the tech that he had made modifications which caused the pan to lean towards the window after the AC was installed.
The customer said in the complaint that the tech gave her a handwritten document that is not on the Sears’ ticket stating acceptance of liability, and then the tech changed it after he was paid. The customer is not accurate. The document is a Sears’ document (pre-existing damage waiver), that the techs print from their computer. The tech wrote the following notes in the description: drain pan is rusted due to clogged drain causing bedroom window to stain with rust. After the customer signed, she demanded that the tech write the following statement: drain pan was not properly installed. She stated that she would not pay for the service if the tech did not. [redacted] then grabbed the pen from the tech and wrote it herself on top of the paper.
The unit requires proper maintenance and care once it is installed. Our records indicate that the customer has never called in for maintenance or a service until April 7, 2016. It is the customer’s responsibility to do maintenance on their unit and replace the filter on a monthly basis or as needed, or as per manufacturer’s specifications. If they do not, the warranty can be void. We recommend that they replace the filter regularly and have the yearly maintenance done to prevent damage to the unit. The customer has no extended warranties or protection plans with Sears. Any services we provide will result in a charge to the customer.
As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted], or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
[redacted]
December 2, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: # 10927548 –
Macee [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Ms. [redacted] complaint regarding the requested replacement
of her microwave.Upon receipt of Ms....
[redacted]
complaint, we found that the microwave was replaced under the terms and
conditions of the Master Protection Agreement by out Protection Agreement
Benefits Association (PABA). Our records show the replacement was processed on
November 22, 2015 with delivery on November 24, 2015. If Ms. [redacted] is still in
need of assistance she can contact PABA directly at 1-800-827-6655. Since we
have replaced Ms. [redacted] microwave as requested and it is our understanding
that this resolution was acceptable to Ms. [redacted] we have closed our case.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,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com
Initial Business Response /* (1000, 8, 2015/02/17) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@searshc.com
February 17, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms....
[redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding a replacement laptop.
Upon receiving Ms. [redacted]'s complaint, we escalated her concerns to [redacted] Senior Case Manager for Online Services, who states the following:
I am [redacted] a Senior Case Manager and I will be assisting you with your complaint filed with the Revdex.com for order XXXXXXXXXXX. I understand from your complaint that the laptop you purchase is defective. I have researched your order and would like to share my findings.
After receiving your complaint and reviewing order XXXXXXXXXXX our records show that the item purchased was sold by a third party vendor, Zoomusa advertising on the Sears.com website and not from Sears directly. For future reference we have enclosed a portion our disclaimer concerning Marketplace vendors for your review.
Disclaimer:
Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. If your order contains an item that is not sold by Sears or Kmart, please be advised that this item cannot be returned or exchanged at your local Sears or Kmart store. Your merchant's profile, which contains their specific return policy, is available via the product page. Please see your merchant's profile for additional details. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that Sears and Kmart does not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. Where applicable, all refunds will be issued in the same form as the original method of payment.
After reviewing all the documentation on this order and seeing that you have made every effort to get this matter resolved with the Seller and still no resolution Sears.com has resolved it. A full refund of $157.32 has been issued to your Visa account ending in 4421. The action we took is outside our policy and is only not normal practice; we do apologize for the inconveniences and frustration this matter has caused you. You are welcome to dispose of the item as well.
This credit should be viewable by your financial institution within 3-5 business days. Please contact your financial institution after that period to confirm that the credit has been applied to your account. Please note that your financial institution may have processing guidelines that may impact the time it takes for the credit to be reflected in your balance. That being said, because we have refunded Ms. [redacted] for her laptop, 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
XXX-XXX-XXXX
[redacted]@searshc.com
May 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to our previous response It is unfortunate that Ms. [redacted] remains dissatisfied and it is her prerogative to pursue this matter in [redacted] Ms. [redacted] can forward any legal documents to our corporate office at Sears Holdings Corporation, [redacted] In the interim, we ask that this matter be closed, as the Revdex.com is no longer the correct forum for resolution. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears a TV that was delivered damaged and purchased from Sears. Our...
office provided a copy of Mr. [redacted] complaint to Sears Home Delivery for resolution. Since the TV was not in stock locally, we had one ordered into our local Merchandise Distribution Unit (MDO), it arrived on January 28, 2016. [redacted] from [redacted] informed our office that her records indicated that Mr. [redacted] has requested to have the new delivery cancelled and to be refunded. We will be picking up the damaged unit on Friday, January 29, 2016 and once it’s returned to the MDO, a full refund will be processed. Typically a consumer can expect to receive a refund within 5-7 days of the item being picked up. If Mr. [redacted] has any questions or concerns, he can reach me at [redacted]. At this time, since we have noted that we will be picking up the refrigerator and refunding Mr. [redacted], we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]
May 9, 2016
Revdex.com
[redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No[redacted] Revdex.com File No: [redacted]
Via 1st Class US Postage
Via email: [redacted]
Dear [redacted]
This letter provides you with an update...
regarding [redacted] HVAC concerns. He has agreed, due to time restraints and our not having an installer readily available at this time, that he will provide us with estimates for the wiring of his [redacted] thermostat to the SHIP humidifier. We will reimburse him and the repairs can be done at his leisure.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] extension [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
[redacted]
December 8, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10962623 – Paige L [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple repairs on her washer.It...
is unfortunate that we failed Ms. [redacted]’s expectations when she recently scheduled a washer repair. We value Ms. [redacted]’s patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Our records indicate that on August 25, 2015 our technician diagnosed the washer issue and provided Ms. [redacted] with an estimate to repair the washer. However, the estimate was declined by Ms. [redacted] so the service was not completed. Ms. [redacted] called again on October 15, 2015 to schedule service again because the washer was not spinning out the water, and an appointment was set for October 19, 2015. Our technician replaced the water pump which fixed the drainage issue. When the repair was completed, Ms. [redacted] informed the technician that there was a slow fill issue as well. The technician informed her that it would need the water inlet replaced and since the repair order was closed she would have to set another service appointment and pay for the part as well. On December 2, 2015 our technician returned to install the water inlet valve and Ms. [redacted] was charged for the part, but there was no charge for the labor since it was covered under our 90-day service guarantee. Our technician noted that he tested the washer after the repair was completed and no problem was found. With that being said, since the washer has been repaired, we have closed our file.Again, 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,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com
I called Barbara Phyllips and left message at 215 393 4602 December 20, 2015.I told her that I am on vacation .I will be back January 4, 2016 and she can call me at [redacted] or e mail me at a[redacted]@gmail.com or I will try to contact HER after I come back.If she really wants to help me or if Revdex.com is willing to help please understand the circumsctances.
Complaint: 10997482
I am rejecting this response because:
Sincerely
Alicja [redacted]
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
We have completed the investigation of Mr. [redacted] complaint...
regarding his vacuum cleaner. The model vacuum in question has a one year manufacturer’s warranty. Due to the cost of the item, parts are not available for service. If Mr. [redacted] can product a receipt for his vacuum showing that he purchased it a year ago or less, then we will consider providing him with a gift card for the amount he paid. If not, we will provide a gift card for $25.00 as a customer courtesy. Mr. [redacted] may email me at [redacted] to let me know what he wishes to do. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
May 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the service experience for her range. ...
It is unfortunate that we failed [redacted] expectations with her recent repair experience. 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 regret that this incident occurred. Upon receipt of [redacted] complaint we found that her range had been repaired. [redacted] confirmed that it was in good working order. For customer satisfaction we offer to provide [redacted] with a one year Master Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $73.19. As this resolution was acceptable to [redacted] we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 25, 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 non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have sent an email directly to [redacted] to inform him that we issued a refund of $388.57 to his credit account ending in [redacted] on March 24, 2016. The remaining charges on his order entered pending status when his order was placed, but were released when his order was cancelled* [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided. 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]
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving the part he...
ordered online and his request for a refund.Upon receipt of [redacted] complaint we reached out to [redacted] Senior Customer Support Representative with Parts Direct, to assist with his concern. [redacted] researched and discovered that when [redacted] reported that he had not received the order, we placed another order for him. The replacement order was shipped to [redacted]n October 20, 2015. Our records indicate that the replacement order was returned by [redacted] On November 6, 2015 we issued the credits of $228.75 and $9.99 to [redacted] With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to Mr. De Quevedo and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am going to dispute that she conveniently did NOT list all of the service calls I had on this mower. In the fall of 2014, there was a service call for an OIL leak (which very well could have caused a fire). I waited at home from 8A to 5P for the technician to show. He did not come until after 5, when I was not home (due to daughter's ballgame). He had called and asked me to leave the mower in a location that he could get to it and work on it. I did as requested. He left word that he fixed the problem. As this was late in the mowing season, I only used the mower once or twice more until mowing season began in 2015. After a couple of times mowing, I noticed the oil leak again. At that time, I called for another service appointment to be scheduled. That is when they suckered me into purchasing the other contract mentioned, "because the service call itself would cost $97.00" and this would be covered under that contract. I'm not a genius, but based on the numerous service calls that had already been made for this mower, I figured that I would definitely get my money's worth. This call was made early to mid-May. The service appointment was not scheduled until mid-June 16. The fire occurred June 8. Perhaps if the service would have been more timely, this entire scenario would not have happened.Due to the numerous service calls, I feel the company should do more than simply try to push this under the rug. The mower should have lasted longer and is worth more than $500.00. NO business has never been held at fault for going ABOVE and beyond what is expected from any warranty or service contract. I am very disheartened that this company does not care to help its customers.
Sincerely,
Tena [redacted]