March 9, 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 her sewing machine that was damaged during...
repair.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Team Lead for Carry In Repair who states the following:
I have researched this repair and as it turns out the unit was damaged in transit to the repair center. Unfortunately, the repair unit did not address this issue but they did note that the case was damaged upon receipt. The unit has been repaired after the fact. I have spoken with [redacted] and we are going to send a generic case to the store from the repair center and a $50.00 gift card for her inconvenience. The repair center will be providing me with the tracking number of the case and I will be giving that to [redacted] so she can pick up both items at the same time. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears
Auto Center.[redacted],
Manager of the San Rafael Sears Auto Center, provided...
the following response:Prior
to receiving [redacted] complaint, Sears Auto Center was contacted by [redacted] form the California Bureau of Automotive Repair regarding her complaint.
[redacted] concerns and her service records from Sears Auto Center were
reviewed. [redacted] concluded that [redacted] responsible for paying for one
diagnostic fee, not two. Therefore we deducted the cost of the second
diagnostic charge from her bill. Additionally, when the vehicle left the Auto
Center the distributor was on 180 degrees. We offered but were not permitted to
reinstall the distributor and the vehicle was towed to another repair facility.
That said, Sears Auto Center has agreed to the California Bureau of Automotive
Repair’s findings and are going to reimburse [redacted] $470.00. If [redacted]
has any questions or concerns about the aforementioned refund, she can contact
me at the auto center at [redacted] Since Sears Auto Center has agreed to
reimburse [redacted] $470.00, and we have provided our contact information so
she can contact us to collect her refund, 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]
December 10, 2015Nita [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: # 10963806 – Gerald F [redacted]Dear Ms. [redacted]:We have not fully completed our investigation of Mr. [redacted]‘s complaint regarding the his dissatisfaction with the quality of the...
dishwasher he purchased and the problems he encountered when he attempted to return the unit for a refund.We apologize for the delay in responding to this complaint. We forwarded this matter to the Hometown Store Manager and District Manager to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to come to a decision. In the interim, should Mr. [redacted] have any questions, she may contact me directly at [redacted].We apologize again 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
November 5, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted]’ complaint regarding her dissatisfaction
with Sears Home...
Services.First,
we would like to apologize to [redacted] for failing her expectations in regard
to the repair of her washer. Additionally,
we would like to assure [redacted] that we appreciate her valuable feedback, as
we do not take these matters lightly. While several repair attempts were made to
[redacted]’ washer, the unit was approved for replacement on November 2,
2015. Our records show that [redacted]
reselected on November 3, 2015, and received the new washer on November 4,
2015. In addition to replacing [redacted]
washer, we have processed a request for laundry reimbursement for customer
satisfaction. [redacted] should receive
a check for $100.00 within the next two weeks. With that said, since we have provided
[redacted] with an equitable resolution, and documented her concerns with the
repair process, we ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2014/12/16) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
December 16, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding receiving the incorrect item ordered via sears.com and not receiving her return label.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Senior Case Manager, who states the following:
I have received your [redacted] complaint, and have reviewed your concerns. Please accept my sincere apologies for any frustration and inconvenience you may have experienced with your online order[redacted]
After a full investigation of your order and the facts you provided, I have processed a full refund back to your account for the incorrect item. Please feel free to keep the wrong item, donate or re-gift. Please accept this as our apologies for the error and the lack of service in getting a return label sent to you.
Your SYWR points have been transferred back to your account for $8.48.
A credit was issued a refund of $ 54.73 to your Pay Pal account. Your sales check number for this transaction is: [redacted]. This credit should be viewable by your financial establishment within 3-5 business days. That being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: 11000914
I am rejecting this response because:I found that the Revdex.com can not protect me against the wrong and damage that was done by Sears. The year warranty was never an issue. I paid for service, damage was done. Following the 'chain of command' I have tried to resolve with Revdex.com and will proceed. Respectfully, Judith Ann [redacted]
March 20, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of Ms[redacted] rebuttal regarding her recent visit to one of our auto centers.
We have received Ms[redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for compensation. The fact remains that we have offered to replace the sensor at a neighboring store and requested Ms. [redacted] bring in the video she states she has to help further resolve her issues. 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 Ms[redacted] case we do apologize that we failed her expectations, but we feel that our above offer is relative to the circumstances and our decision is final.
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: 11009395
I am rejecting this response because: this does not change the fact of the inadequate customer service or the pain and suffering that this customer put me through. It also does not address the flat out lies that more than two representatives told me. I feel that this is how this company runs business and therefore do not feel that this matter should be closed. Sears needs to change the way they handle business. Yes I did receive my item 20 days later. This is unacceptable.
Sincerely,
Nichole [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] L Allen #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and a service call to repair her [redacted] laundry...
center. Within her complaint Ms. [redacted] alleges that the Sears laundry technician dispatched to her home to repair her laundry center damaged it. The complaint goes on to state that the technician suggested Ms. [redacted] turn off the power to the unit "for safety reasons" until the unit was repaired. She continues and says that the real reason is because they didn't want me to know about the damage they did. Ms. [redacted] alleges that the technician shorted out the wiring to the washer, this is not the case. It is important to advise Ms. [redacted] that it is a safe practice to remove power when servicing an electrical appliance. Unplugging the power cords is the normal way, but if there is no access or if it is hard to access the cords, then flipping the breaker to turn the power off should be done for safety reasons. These [redacted] units are unique with having separate cords for the washer and dryer; they have a 120v power cord for the washer and a 240v volt power cord for the dryer. When Ms. [redacted] called Sears for service, the dryer was not running. The technician diagnosed that the dryer needed a new belt, motor and blower wheel. Since the technician followed protocol by turning off the power to her appliance before servicing it, and Ms. [redacted] has no proof that he caused any damage to her washer, we will not be refunding the trip/diagnostic charge. Accordingly, we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]@searshc.com
January 29, 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 request to return...
items to Sears without a receipt. As clarification, our return policy clearly states that a receipt is required for any refund. This is disclosed on postings in the store and on our website so that the purchaser is aware of our policies. For those customers that do not want to worry about trying to retain receipts, we do have a benefit under our Shop Your Way Rewards program (SYWR) whereby members only have to give their membership information to have their receipt pulled up. This is because we are able to access and find it in our system quickly under their membership number. Our return policy does not state that any resolutions are possible without a receipt. It should be noted that frequent changes in our selection might mean that a product has been reduced to a very low clearance price. As such, although a clearance price might not have been the price the purchaser paid, our stores would be limited to offering a credit equivalent only to the lowered price if they were to consider offering a refund without a receipt. Using the information Ms. [redacted] provided, it is uncertain as to whether the original purchase still qualified for a refund with the receipt, but her narrative seems to indicate that the purchaser either is not a SYWR member, no longer has their receipt, or may have purchased the items from a party other than Sears. While we understand that she may have found this situation frustrating, the fact is that our stores cannot pick and choose to follow some policies for some customers, and then decline to make the same exceptions for others. Since we are unable to offer a refund without a receipt to all customers, it is not an option we offer. Most retail stores now require a receipt for any refund and Sears is no different. Since this decision is appropriate and relative to our posted store policies, we have closed our file regarding this matter. We appreciate the opportunity to address this matter and apologize to Ms. [redacted] for any inconvenience she may have experienced. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted]s’
rebuttal. According to our records, the gift cards were
re-issued on October 29, 2015 and [redacted]s was advised that it can take
7-10 business days to arrive. This notice was posted on November 1, 2015, which means
not enough time had elapsed for their arrival. In light of the aforementioned information,
we respectfully ask that this matter remain closed. Again, we apologize to [redacted]s 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] 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 a compressor purchased at Sears. [redacted], Manager of the [redacted]...
Sears store provided the following response: Mr. [redacted] was in the store on Saturday, January 30-th and departed the store with a Craftsman Professional 25 Gallon 1.0 RHP Oil-Lubricated Professional Air Compressor. If I can be of any additional assistance to Mr. [redacted], he can reach me at [redacted]. Since it is my understanding that Mr. [redacted] was satisfied with assistance provided at the store, 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]
December 15, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Melissa [redacted] - #
10982883Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’ rebuttal to our previous response.Ms. [redacted]’ Master
Protection Agreement (MPA) clearly states that we have the right to cancel the
agreement if the covered product’s model or serial number is altered, missing
or illegible. Although a cancelation was
not processed, we cannot guarantee that any further repairs can be completed. Only through a process of elimination, was the
technician able to determine under what range of model numbers Ms. [redacted]’
microwave fell under and complete a simple repair at her insistence; however,
if a major component was to fail, it would be difficult to order the correct
part without the specific model and serial number being available. Additionally, due to the lack of model and
serial number, Ms. [redacted]’ MPA is not entitled to renewal of her protection
agreement. With that said, since we are
under no obligation to service Ms. [redacted]’ microwave, as the unit is not in
compliance with the requirements of the MPA in regard to the model and serial
number, no guarantee of future repairs can be provided. Accordingly, we ask that this matter remain
closed.Again, we appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
November
25, 2015RevDex.com[redacted]330
North Wabash Ave. - Ste. 2006Chicago,
IL 60611Our
File No: [redacted]Revdex.com
File No: [redacted]Via: Revdex.com website[redacted]
This
letter serves to confirm that Sears Home Improvement Products (SHIP) has been
in...
contact with [redacted] In
corresponding with our Seattle office they advised me that our technicians have
attempted different remedies. The
technicians have replaced the thermostatic expansion valves (TXV), the indoor
coil and outdoor a/c unit and these services did not work. In
speaking to [redacted] he requested we pay for an alternate company to do air
flow testing. [redacted] had suggested [redacted] with whom his father-in-law is employed. In speaking to S[redacted], [redacted]
was advised they would charge $89 for a diagnostic check and will also give a
quote for any recommended repairs. I did
advise [redacted] SHIP would be willing to pay the $89 for the diagnostic
check. However, S[redacted] advised
they could not test the unit at this time as the outdoor temperature has to be
above 50 degrees. [redacted] and I agreed that I would close my file for now and reopen it in
March. At that time, SHIP will either
have expert [redacted] Inc. or S[redacted] inspect and test the unit. Once that is done we will go forward to make
necessary corrections.We
respectfully request that you close your file. 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]Sincerely,[redacted]SHIP/HI
Regulatory Complaint Specialist [redacted]
Complaint: [redacted]
I am rejecting this response because:It was not a call taker that quoted me the price. I called the local Sear Hhome Repair directly at [redacted]. They put me on hold and spoke with a repair tech/manager (or so they said) then quoted me the price and said I could book online. It was with that quote that I then booked online. I never spoke with a scheduler or call taker on the main [redacted] number, so the script referenced is irrelevant.And while the confirmation email referenced a trip charge, I only made the appointment based on the quote provided by Sears. This was either a mistake or an intentional mis-quote, but either way I should not be responsible for the action it led to - booking a repair appointment with an incorrect understanding of the price based upon information provided by Sears.
Sincerely,
[redacted]
December 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he...
encountered with the delivery and installation of his elliptical.
It is unfortunate that we failed [redacted] expectations when he recently scheduled the delivery and installation of his new elliptical. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
According to our records, the return was completed on December 7, 2015 and we confirmed that the credit was issued on December 20, 2015. The credit should post to his account within 5 business day. For [redacted] inconvenience and to assist with the interest charges that he incurred due to the delivery delays, we offered him a $50 gift card. [redacted] accepted the offer and he should receive the gift card via email within 3 business days. With that being said, since we have addressed the issues brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
April 22, 2016Revdex.com[redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611Our File No.: [redacted]Service order #: [redacted]Revdex.com Case # [redacted]Via: Revdex.com WebsiteDear [redacted]Thank you for allowing our office to assist you with the concern you...
recently brought to our attention. On behalf of Sears please know that we do value Mr. Hardas as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file.Sears is unable to assist [redacted] at this time due to the following. He has a whole house remodel going on at his home. He had a wall built that is seven inches from his a/c unit where all the electrical controls and the blower motor assembly would be accessed. Moreover, during the construction of the wall [redacted] contractor removed the HVAC unit in question. His contractor then reinstalled the unit within inches of the wall making it impossible to access the panel on the AC unit. He also built a cuddle hole in the wall. The cuddle hole is not safe and it is too dangerous for our tech to do service around that area. [redacted] has verbally attacked three different technicians with profanity and threats after he was told we need access to service his unit.The unit is not working due to a bad motor that would be covered under the Protection Agreement if the unit was accessible to service and was not subjected to customer abuse. This unit is also no longer in code, with its proximity to the wall, which includes this 7 inch curb that was built around it. In order for this part to be replaced, the tech would have to dismantle the panels to this unit and work from the top, but even then, we would be unable to take most of the panels out because you cannot unscrew them, due to the proximity to the wall and structure. One picture shows the tech in this access area, but it is impossible to remove the panel or work from that position. The unit needs to be made accessible for us to service it. According to the technical manager, the tech said this unit is out of code, due to the wall structures around the unit and because the unit does not have the minimum clearance of 36 inches. We cannot work on a unit that is out of code. [redacted] will have to supply us with a permit completion, stating that as the unit stands now, it is within code. The Product Repair Service (PRS) Department and Protection Agreement (PA) Department have been made aware of [redacted] complaint. They may cancel the PA as the unit is out code due to the wall structures.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]
Complaint: 10886312
I am rejecting this response because: I do not know what more can I had to this complaint. I only have the facts as I stated to them. Unfortunately Sears Outlet does stand behind their product. I will never purchase anything else that is affiliated with Sears Outlet. I would like to make it clear and noted that I am an dis-satisfied customer and I am just waiting for the ""Class Action Law Suit that I am sure will be forth coming; selling defected appliances. Thank you, Revdex.com for handling my request this far. Mys next step will be the Media.
Sincerely,
Patricia [redacted]
Initial Business Response /* (1000, 5, 2014/11/26) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
November 26, 2014
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding his non-receipt of a refund from an online order he returned to his local Sears.
We would first like to apologize for any inconvenience [redacted] may have experienced with his return. After researching his online order we found that a refund was processed on November 21, 2014. For [redacted]'s records the return sales receipt number is [redacted]. Accordingly, a refund of $83.14 should reflect in his account ending in [redacted] within three to five business days from the refund date. Finally, we found a previous case opened with Sears Blue Ribbon under a different telephone number than indicated on his Revdex.com complaint. Blue Ribbon also provided the refund information and has a reminder set to follow up with [redacted] on December 1, 2014, to ensure his credit posted to his account. In the interim, since a refund has been processed, we respectfully ask to have this matter closed, pending confirmation that he received his credit.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
January 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint her recent order and the refund she...
claims was missing after the order was canceled. According to our records, Ms. [redacted] credit card was not charged for this order. What she may have been seeing was a hold, which would drop off. The gift card was used, but a replacement was issued on December 31, 2015. This gift card may take 10-12 business days to arrive. Since we have provided the refund Ms. [redacted] was due, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
March 9, 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 her sewing machine that was damaged during...
repair.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Team Lead for Carry In Repair who states the following:
I have researched this repair and as it turns out the unit was damaged in transit to the repair center. Unfortunately, the repair unit did not address this issue but they did note that the case was damaged upon receipt. The unit has been repaired after the fact. I have spoken with [redacted] and we are going to send a generic case to the store from the repair center and a $50.00 gift card for her inconvenience. The repair center will be providing me with the tracking number of the case and I will be giving that to [redacted] so she can pick up both items at the same time. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears
Auto Center.[redacted],
Manager of the San Rafael Sears Auto Center, provided...
the following response:Prior
to receiving [redacted] complaint, Sears Auto Center was contacted by [redacted] form the California Bureau of Automotive Repair regarding her complaint.
[redacted] concerns and her service records from Sears Auto Center were
reviewed. [redacted] concluded that [redacted] responsible for paying for one
diagnostic fee, not two. Therefore we deducted the cost of the second
diagnostic charge from her bill. Additionally, when the vehicle left the Auto
Center the distributor was on 180 degrees. We offered but were not permitted to
reinstall the distributor and the vehicle was towed to another repair facility.
That said, Sears Auto Center has agreed to the California Bureau of Automotive
Repair’s findings and are going to reimburse [redacted] $470.00. If [redacted]
has any questions or concerns about the aforementioned refund, she can contact
me at the auto center at [redacted] Since Sears Auto Center has agreed to
reimburse [redacted] $470.00, and we have provided our contact information so
she can contact us to collect her refund, 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]
December 10, 2015Nita [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: # 10963806 – Gerald F [redacted]Dear Ms. [redacted]:We have not fully completed our investigation of Mr. [redacted]‘s complaint regarding the his dissatisfaction with the quality of the...
dishwasher he purchased and the problems he encountered when he attempted to return the unit for a refund.We apologize for the delay in responding to this complaint. We forwarded this matter to the Hometown Store Manager and District Manager to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to come to a decision. In the interim, should Mr. [redacted] have any questions, she may contact me directly at [redacted].We apologize again 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
November 5, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted]’ complaint regarding her dissatisfaction
with Sears Home...
Services.First,
we would like to apologize to [redacted] for failing her expectations in regard
to the repair of her washer. Additionally,
we would like to assure [redacted] that we appreciate her valuable feedback, as
we do not take these matters lightly. While several repair attempts were made to
[redacted]’ washer, the unit was approved for replacement on November 2,
2015. Our records show that [redacted]
reselected on November 3, 2015, and received the new washer on November 4,
2015. In addition to replacing [redacted]
washer, we have processed a request for laundry reimbursement for customer
satisfaction. [redacted] should receive
a check for $100.00 within the next two weeks. With that said, since we have provided
[redacted] with an equitable resolution, and documented her concerns with the
repair process, we ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2014/12/16) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
December 16, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding receiving the incorrect item ordered via sears.com and not receiving her return label.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Senior Case Manager, who states the following:
I have received your [redacted] complaint, and have reviewed your concerns. Please accept my sincere apologies for any frustration and inconvenience you may have experienced with your online order[redacted]
After a full investigation of your order and the facts you provided, I have processed a full refund back to your account for the incorrect item. Please feel free to keep the wrong item, donate or re-gift. Please accept this as our apologies for the error and the lack of service in getting a return label sent to you.
Your SYWR points have been transferred back to your account for $8.48.
A credit was issued a refund of $ 54.73 to your Pay Pal account. Your sales check number for this transaction is: [redacted]. This credit should be viewable by your financial establishment within 3-5 business days. That being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: 11000914
I am rejecting this response because:I found that the Revdex.com can not protect me against the wrong and damage that was done by Sears. The year warranty was never an issue. I paid for service, damage was done. Following the 'chain of command' I have tried to resolve with Revdex.com and will proceed. Respectfully, Judith Ann [redacted]
March 20, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of Ms[redacted] rebuttal regarding her recent visit to one of our auto centers.
We have received Ms[redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for compensation. The fact remains that we have offered to replace the sensor at a neighboring store and requested Ms. [redacted] bring in the video she states she has to help further resolve her issues. 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 Ms[redacted] case we do apologize that we failed her expectations, but we feel that our above offer is relative to the circumstances and our decision is final.
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: 11009395
I am rejecting this response because: this does not change the fact of the inadequate customer service or the pain and suffering that this customer put me through. It also does not address the flat out lies that more than two representatives told me. I feel that this is how this company runs business and therefore do not feel that this matter should be closed. Sears needs to change the way they handle business. Yes I did receive my item 20 days later. This is unacceptable.
Sincerely,
Nichole [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] L Allen #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and a service call to repair her [redacted] laundry...
center. Within her complaint Ms. [redacted] alleges that the Sears laundry technician dispatched to her home to repair her laundry center damaged it. The complaint goes on to state that the technician suggested Ms. [redacted] turn off the power to the unit "for safety reasons" until the unit was repaired. She continues and says that the real reason is because they didn't want me to know about the damage they did. Ms. [redacted] alleges that the technician shorted out the wiring to the washer, this is not the case. It is important to advise Ms. [redacted] that it is a safe practice to remove power when servicing an electrical appliance. Unplugging the power cords is the normal way, but if there is no access or if it is hard to access the cords, then flipping the breaker to turn the power off should be done for safety reasons. These [redacted] units are unique with having separate cords for the washer and dryer; they have a 120v power cord for the washer and a 240v volt power cord for the dryer. When Ms. [redacted] called Sears for service, the dryer was not running. The technician diagnosed that the dryer needed a new belt, motor and blower wheel. Since the technician followed protocol by turning off the power to her appliance before servicing it, and Ms. [redacted] has no proof that he caused any damage to her washer, we will not be refunding the trip/diagnostic charge. Accordingly, we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]@searshc.com
January 29, 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 request to return...
items to Sears without a receipt. As clarification, our return policy clearly states that a receipt is required for any refund. This is disclosed on postings in the store and on our website so that the purchaser is aware of our policies. For those customers that do not want to worry about trying to retain receipts, we do have a benefit under our Shop Your Way Rewards program (SYWR) whereby members only have to give their membership information to have their receipt pulled up. This is because we are able to access and find it in our system quickly under their membership number. Our return policy does not state that any resolutions are possible without a receipt. It should be noted that frequent changes in our selection might mean that a product has been reduced to a very low clearance price. As such, although a clearance price might not have been the price the purchaser paid, our stores would be limited to offering a credit equivalent only to the lowered price if they were to consider offering a refund without a receipt. Using the information Ms. [redacted] provided, it is uncertain as to whether the original purchase still qualified for a refund with the receipt, but her narrative seems to indicate that the purchaser either is not a SYWR member, no longer has their receipt, or may have purchased the items from a party other than Sears. While we understand that she may have found this situation frustrating, the fact is that our stores cannot pick and choose to follow some policies for some customers, and then decline to make the same exceptions for others. Since we are unable to offer a refund without a receipt to all customers, it is not an option we offer. Most retail stores now require a receipt for any refund and Sears is no different. Since this decision is appropriate and relative to our posted store policies, we have closed our file regarding this matter. We appreciate the opportunity to address this matter and apologize to Ms. [redacted] for any inconvenience she may have experienced. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted]s’
rebuttal. According to our records, the gift cards were
re-issued on October 29, 2015 and [redacted]s was advised that it can take
7-10 business days to arrive. This notice was posted on November 1, 2015, which means
not enough time had elapsed for their arrival. In light of the aforementioned information,
we respectfully ask that this matter remain closed. Again, we apologize to [redacted]s 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] 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 a compressor purchased at Sears. [redacted], Manager of the [redacted]...
Sears store provided the following response: Mr. [redacted] was in the store on Saturday, January 30-th and departed the store with a Craftsman Professional 25 Gallon 1.0 RHP Oil-Lubricated Professional Air Compressor. If I can be of any additional assistance to Mr. [redacted], he can reach me at [redacted]. Since it is my understanding that Mr. [redacted] was satisfied with assistance provided at the store, 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]
December 15, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Melissa [redacted] - #
10982883Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’ rebuttal to our previous response.Ms. [redacted]’ Master
Protection Agreement (MPA) clearly states that we have the right to cancel the
agreement if the covered product’s model or serial number is altered, missing
or illegible. Although a cancelation was
not processed, we cannot guarantee that any further repairs can be completed. Only through a process of elimination, was the
technician able to determine under what range of model numbers Ms. [redacted]’
microwave fell under and complete a simple repair at her insistence; however,
if a major component was to fail, it would be difficult to order the correct
part without the specific model and serial number being available. Additionally, due to the lack of model and
serial number, Ms. [redacted]’ MPA is not entitled to renewal of her protection
agreement. With that said, since we are
under no obligation to service Ms. [redacted]’ microwave, as the unit is not in
compliance with the requirements of the MPA in regard to the model and serial
number, no guarantee of future repairs can be provided. Accordingly, we ask that this matter remain
closed.Again, we appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
November
25, 2015RevDex.com[redacted]330
North Wabash Ave. - Ste. 2006Chicago,
IL 60611Our
File No: [redacted]Revdex.com
File No: [redacted]Via: Revdex.com website[redacted]
This
letter serves to confirm that Sears Home Improvement Products (SHIP) has been
in...
contact with [redacted] In
corresponding with our Seattle office they advised me that our technicians have
attempted different remedies. The
technicians have replaced the thermostatic expansion valves (TXV), the indoor
coil and outdoor a/c unit and these services did not work. In
speaking to [redacted] he requested we pay for an alternate company to do air
flow testing. [redacted] had suggested [redacted] with whom his father-in-law is employed. In speaking to S[redacted], [redacted]
was advised they would charge $89 for a diagnostic check and will also give a
quote for any recommended repairs. I did
advise [redacted] SHIP would be willing to pay the $89 for the diagnostic
check. However, S[redacted] advised
they could not test the unit at this time as the outdoor temperature has to be
above 50 degrees. [redacted] and I agreed that I would close my file for now and reopen it in
March. At that time, SHIP will either
have expert [redacted] Inc. or S[redacted] inspect and test the unit. Once that is done we will go forward to make
necessary corrections.We
respectfully request that you close your file. 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]Sincerely,[redacted]SHIP/HI
Regulatory Complaint Specialist [redacted]
Complaint: [redacted]
I am rejecting this response because:It was not a call taker that quoted me the price. I called the local Sear Hhome Repair directly at [redacted]. They put me on hold and spoke with a repair tech/manager (or so they said) then quoted me the price and said I could book online. It was with that quote that I then booked online. I never spoke with a scheduler or call taker on the main [redacted] number, so the script referenced is irrelevant.And while the confirmation email referenced a trip charge, I only made the appointment based on the quote provided by Sears. This was either a mistake or an intentional mis-quote, but either way I should not be responsible for the action it led to - booking a repair appointment with an incorrect understanding of the price based upon information provided by Sears.
Sincerely,
[redacted]
December 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he...
encountered with the delivery and installation of his elliptical.
It is unfortunate that we failed [redacted] expectations when he recently scheduled the delivery and installation of his new elliptical. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
According to our records, the return was completed on December 7, 2015 and we confirmed that the credit was issued on December 20, 2015. The credit should post to his account within 5 business day. For [redacted] inconvenience and to assist with the interest charges that he incurred due to the delivery delays, we offered him a $50 gift card. [redacted] accepted the offer and he should receive the gift card via email within 3 business days. With that being said, since we have addressed the issues brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
April 22, 2016Revdex.com[redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611Our File No.: [redacted]Service order #: [redacted]Revdex.com Case # [redacted]Via: Revdex.com WebsiteDear [redacted]Thank you for allowing our office to assist you with the concern you...
recently brought to our attention. On behalf of Sears please know that we do value Mr. Hardas as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file.Sears is unable to assist [redacted] at this time due to the following. He has a whole house remodel going on at his home. He had a wall built that is seven inches from his a/c unit where all the electrical controls and the blower motor assembly would be accessed. Moreover, during the construction of the wall [redacted] contractor removed the HVAC unit in question. His contractor then reinstalled the unit within inches of the wall making it impossible to access the panel on the AC unit. He also built a cuddle hole in the wall. The cuddle hole is not safe and it is too dangerous for our tech to do service around that area. [redacted] has verbally attacked three different technicians with profanity and threats after he was told we need access to service his unit.The unit is not working due to a bad motor that would be covered under the Protection Agreement if the unit was accessible to service and was not subjected to customer abuse. This unit is also no longer in code, with its proximity to the wall, which includes this 7 inch curb that was built around it. In order for this part to be replaced, the tech would have to dismantle the panels to this unit and work from the top, but even then, we would be unable to take most of the panels out because you cannot unscrew them, due to the proximity to the wall and structure. One picture shows the tech in this access area, but it is impossible to remove the panel or work from that position. The unit needs to be made accessible for us to service it. According to the technical manager, the tech said this unit is out of code, due to the wall structures around the unit and because the unit does not have the minimum clearance of 36 inches. We cannot work on a unit that is out of code. [redacted] will have to supply us with a permit completion, stating that as the unit stands now, it is within code. The Product Repair Service (PRS) Department and Protection Agreement (PA) Department have been made aware of [redacted] complaint. They may cancel the PA as the unit is out code due to the wall structures.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]
Complaint: 10886312
I am rejecting this response because: I do not know what more can I had to this complaint. I only have the facts as I stated to them. Unfortunately Sears Outlet does stand behind their product. I will never purchase anything else that is affiliated with Sears Outlet. I would like to make it clear and noted that I am an dis-satisfied customer and I am just waiting for the ""Class Action Law Suit that I am sure will be forth coming; selling defected appliances. Thank you, Revdex.com for handling my request this far. Mys next step will be the Media.
Sincerely,
Patricia [redacted]
Initial Business Response /* (1000, 5, 2014/11/26) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
November 26, 2014
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding his non-receipt of a refund from an online order he returned to his local Sears.
We would first like to apologize for any inconvenience [redacted] may have experienced with his return. After researching his online order we found that a refund was processed on November 21, 2014. For [redacted]'s records the return sales receipt number is [redacted]. Accordingly, a refund of $83.14 should reflect in his account ending in [redacted] within three to five business days from the refund date. Finally, we found a previous case opened with Sears Blue Ribbon under a different telephone number than indicated on his Revdex.com complaint. Blue Ribbon also provided the refund information and has a reminder set to follow up with [redacted] on December 1, 2014, to ensure his credit posted to his account. In the interim, since a refund has been processed, we respectfully ask to have this matter closed, pending confirmation that he received his credit.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
January 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint her recent order and the refund she...
claims was missing after the order was canceled. According to our records, Ms. [redacted] credit card was not charged for this order. What she may have been seeing was a hold, which would drop off. The gift card was used, but a replacement was issued on December 31, 2015. This gift card may take 10-12 business days to arrive. Since we have provided the refund Ms. [redacted] was due, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]