[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, the fact remains that Sears had no contact for a six month period that [redacted] was still having issues after our last repair. With that being said our decision remains the same and [redacted] will be responsible for any repairs needed on his out of warranty refrigerator. 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]
December 15, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding the amount she was
authorized for a replacement for her...
refrigerator. It is important to
note that [redacted] contacted Sears on July 10, 2015 for a repair on her 2010
refrigerator. As our records showed she had no service coverage she was offered
a Sears appliance warranty with the option of covered service for one
nonworking appliance in the first 30 days of coverage. This option includes a
$60.00 deductible with service coverage up to $500.00. If it is found that the
appliance cannot be repaired the replacement amount is $500.00. She agreed to
this coverage and a service was set up. Our service technician arrived on July
15, 2015 he found that she would need an ice maker with the corresponding hinge
connectors for the door. Our service technical group found that although the
ice maker was available the hinge connectors to complete the repairs were not available,
per our policy we did a part research with other part vendors and it was
confirmed on July 21, 2015 that the needed hinge connectors were not available.
[redacted] was informed of this and the
replacement amount of $500.00 per the terms and conditions of the appliance
warranty. [redacted] refused the replacement amount requesting the entire
freezer door be replaced. Unfortunately this was not an option both due to her
refrigerator model is no longer made and we can only get an entire door from
the manufacture if the item is still being produced. [redacted]
requested the replacement amount be raised by $200.00, bringing the replacement
amount to $700.00, for customer satisfaction reasons and due to [redacted]
stating this amount would be satisfactory and we felt it was not an
unreasonable request we did increase the replacement amount to $700.00 on
November 5, 2015. Our records show that on November 9, 2015 [redacted] called
in and demanded the replacement amount be increased again to $1699.00. This was
denied as we did not feel it was a reasonable request since [redacted]
accepted the requested $200.00 increase two days before. [redacted] did use
the authorized replacement amount of $700.00 on December 1, 2015 with delivery
on December 8, 2015. Since [redacted] has used the authorized replacement 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 SpecialistSears Holdings
Corporation[redacted]
November
17, 2015[redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear
[redacted]We have
completed our investigation of [redacted] complaint regarding the service on her
Pressure Washer.After
reviewing and investigation...
of the service history and discussing the issue
with our service department we have authorized a replacement of the pressure
washer in the amount of $379.99. [redacted] had been informed of this offer and has
been provided with the necessary information for the replacement. If [redacted]
is still in need of assistance she can contact the service unit directly at
[redacted] Since it was our understanding that this resolution met with [redacted] approval, we have closed our file.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 SpecialistSears
Holdings Corporation[redacted]
January 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with delay in receiving her refund for a...
cancelled item on her online order; and the customer service she received at the Kmart Store. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an online order. We value Ms. [redacted] 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 at her local Kmart store especially during the holiday season. 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. We would note that our systems take orders for store pick-up based on the amount of inventory showing as available in our systems. While we strive to have accurate information, it is possible for these numbers to not always be accurate. Some of the factors involved can be merchandise which is in a customer’s shopping cart at the store and not yet purchased, other purchases made before the store receives and processes the order, and various inaccuracies that are usually fixed by a manual count inventory that most retail stores do twice a year. The fact remains that when the store in question received Ms. [redacted] order, it appears that they no longer had any of the beard trimmers on hand to fulfill it. Typically, when an order is not accepted, the funds that are on hold are released, and usually there are no charges made to the consumer’s account for the cancelled item. It can take 3-5 business, depending on the consumer’s banking institute, for the funds to post back to their account. When Ms. [redacted] called to report that she had not received her refund for the cancelled item, we submitted a research on the refund. We discovered that due to a system error the refund for the cancelled item was not automatically issued. On December 25, 2015 we emailed Ms. [redacted] and informed her that we had issued her a credit of $19.99 and that the credit would post to her account within 3-5 business days. With that said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 14, 2015/04/20) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
April 20, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the coverage available under her warranty and Repair Protection Agreement (RPA) in relation to a tractor/riding mower purchase.
We were uncertain as to exactly what resolution [redacted] was requesting since the information we received from the Revdex.com was very brief. Accordingly, we reach out to her via email and ended up corresponding with [redacted] We then discovered the issue at hand was the fact that [redacted]had a service call in February for the wheel on his tractor and after he fixed the tire, he found the battery was dead. Unfortunately, there was some confusion as [redacted]still thought that the service order was open and that we had just not returned, when in fact the service order was closed out months ago. We were able to confirm with [redacted]that while the battery is not covered for failure after 90 days from the date of purchase under the terms of the manufacturer's warranty, it is covered under the terms for the RPA. To receive the part though, the consumer would normally have to set up a service call to have a technician make the determination that the battery needed to be replaced.
With that said, since [redacted]may have been given incorrect information at the store and was not aware that a technician would not be coming to assess the tractor, he ended up purchasing his battery directly at the store. As noted above, while this generally would not be covered under his RPA, we did make an exception due to the fact that he was not given the correct information on how to go about getting the battery replaced, or even how his coverage worked. Accordingly, a refund for $82.30 was processed on April 17, 2015, and the credit should post to his [redacted] within 1-5 business days of that date; the exact time for posting is dependent upon his card issuer's policies governing refunds. If for some reason he is unable to confirm the refund has posted by April 24, 2015, then he is welcome to contact me via email or phone. In the interim, since we have issued a full refund for the battery purchase, we have closed our file.
We apologize to[redacted] and [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] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet Stores. [redacted], manager of the Albuquerque...
Sears Outlet provided the following response: I contacted and spoke with [redacted] on Tuesday, May 10, 2016. During the conversation I apologized for the inconvenience and assured [redacted] we would be resolving his concerns. That said, a sales adjustment in the amount of $150.00 will be provided to [redacted]. If [redacted] has any other questions or concerns, he can reach me at [redacted] That said we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 10, 2015/04/02) */
April 2, 2015
[redacted]
This letter...
serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] Our General Sales Manager, [redacted] spoke to [redacted]s mom,[redacted], on Monday and sent out paperwork for her to review, sign and return in order that an 18 month no interest promotion can be added to her Sears [redacted] Card. Once the document has been signed and returned by[redacted] we will then ensure the promotion is applied and update your office accordingly.
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], or via email at [redacted]
[redacted]
Final Business Response /* (1000, 17, 2015/04/17) */
April 17, 2015
[redacted]
This letter serves to confirm that Sears Home Improvement Products (SHIP) has received[redacted]'s signed Contract Change Authorization. The 18 month no interest promotion has been applied to her [redacted] account. At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value[redacted] as a customer and appreciate her patronage. If you have any questions or concerns, please contact me directly at [redacted] or via [redacted]
[redacted]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order and delivery...
experience. We would first like to apologize for any inconvenience [redacted] experienced with this transaction. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the order we reached out to Sears Home Delivery and they have indicated that Sears processed an even exchange. According to their records the exchange was delivered on March 17, 2016. We have emailed [redacted] regarding the complaint she filed on March 15, 2016, and asked that she reply to us via email. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Leonard [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding fraudulent activities on gift cards he purchased. On...
receipt of Mr. [redacted]’s complaint we forwarded the information to our Loss Prevention management team and Mr. [redacted] was contacted by Craig Kisner our Director of [redacted]. It is against Sears’s policy to release any of the requested information to any non-law enforcement personnel. Therefore Mr. Kisner has requested Mr. [redacted] have the FBI agent assigned to his case contact our Law Enforcement department at [redacted]@searshc.com and we would be happy to assist further. Since we have addressed Mr. [redacted]’s issue and provided the appropriate contact information for the law enforcement agency to contact we have closed our case. We apologize to Mr. [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 Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
May 16, 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 online order experience and...
request for a full refund of the returned order. After researching this matter our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, [redacted]. This seller is located at [redacted] Alhambra [redacted] with an email address of [redacted] and telephone number [redacted]'s alternate address is [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. With that said, we sent two email correspondences to the seller giving them ample time to address this matter. However, we did not receive a response to date. Therefore, we made the decision to request a full refund on [redacted] behalf. The request has been submitted today May 16, 2016, and [redacted] can expect to receive a full refund within 3 to 5 business days. We apologize for the delay and any inconvenience he may have experienced. In closure, since [redacted] will be receiving his refund shortly, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order and...
non-receipt of a gift card. We would first like to apologize for any inconvenience [redacted] experienced as we value her patronage. We can understand her frustration with the series of events detailed in her complaint and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we found that Sears Online processed a refund on April 25, 2016. Therefore, [redacted] should see a credit of $300.00 post to her [redacted] account within 3 to 5 business days. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her ice maker. [redacted]...
[redacted], Sears Home Services, Support Specialist provided the following response: On January 13, 2016, a service technician was dispatched to Ms. [redacted] Marble Falls home to install a new sensor. The unit began to cycle and was operating as designed. If I can be of any further assistance to Ms. [redacted], she can reach me directly at [redacted]. At this time, since we have installed the part and will wait for any further contact from Ms. [redacted], we respectfully request that this complaint be closed pending contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: SEars is really good about side stepping the issue1) there was nothing mentioned of the 50.00 gift card.I will accept the offer once the mention of the 50.00 gift card is in there or they can bump up the offer from 425 to 475 this way we dont have to keep waiting on a gift card that will never come.... since the last time I was offered the gift card again it has never come yet again
Sincerely,
[redacted]
November 24, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have been unable to complete the investigation of [redacted] complaint regarding the problems he encountered when scheduling...
the repair of his television.It is unfortunate that we failed [redacted] expectations when he recently scheduled a television repair. 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. We made multiple attempts to contact [redacted] via email and also left voicemails. We provided our contact information and our offer to extend his protection agreement on the television for an additional 6 months at no charge to [redacted]. Since he has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him. If [redacted] would like to accept our offer, he may contact me on or before December 4, 2015 at [redacted] or via email at [redacted] In the interim, we will consider this matter closed, pending his response. 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 SpecialistSears Holdings Corporation[redacted]
November 6, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator. We have reviewed [redacted]...
complaint and would like to note [redacted] has been in contact with our Executive Member Support team where her concerns were discussed in detail. We apologize for any confusion with regards to the cancelled service. One of our technicians came to [redacted] home on October 21, 2015 and replaced her icemaker as well as advised her to change her filter. [redacted]s is still dissatisfied with her [redacted] agreement and has advised she will be speaking with them to cancel her contract. 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]
February 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. In accordance with Mr. [redacted] request, a credit for $25.50 was issued to his account. This credit should reflect within 3-5 business days. We want to take the time to apologize to Mr. [redacted] for any inconvenience this issue may have caused him and assure him that we appreciate his patronage. That said, given the aforementioned information, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 8, 2015/03/26) */
March 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding...
the delay in receiving her purchased recliner.
It is unfortunate that we failed [redacted] expectations when we did not meet the delivery date that was given to her on the day of her purchase. We value [redacted] patronage and understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. After reviewing [redacted] complaint and our records, we were able to determine that the root cause of the delay was due to the fact that the manufacture was not able to fill [redacted] order, and we apologize for this. Our records also show that the delivery was completed on 14 March 2015. For any inconvenience this may have caused, we issued a sales adjustment of $64.15. We hope that [redacted] adjustable recliner will provide her with long term satisfaction. Since the delivery of [redacted] purchased recliner has been completed and courtesy compensation was provided, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: the statement received from the business is inaccurate. Sears charged a haul away fee during time of payment I was informed by the sales associate that this charge included disconnecting the appliance and hauling the appliance away. The sales associate never stated that the appliance would need to be disconnected and placed to the side. Also, there was no water in the hot water heater; all of the water had been drained before Sears arrived at my home. The fact that this explanation was never explained to me helps reiterate the level of service I am complaining about. The Sears Executive I spoke with is well aware of the issue that generated this complaint; the fact that Sears is now denying knowledge reiterates the level of service not only in the store but also at the Corporate level. The basic business practice is being on time; Sears could not do that. I have had my last experience with Sears; at this point I will notify the lender and provide them this information so they can understand what their customers experience while shopping at Sears.
Sincerely,
[redacted]
November 5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding the service she received on her microwave...
and her request
to receive at least a partial refund.We would clarify that in instances where we put a different
part in, we charge the final price of the part installed and not necessarily
the part that was initially ordered. Additionally, the amount we collect for
the pre-payment is designed to cover the cost of our minimum trip/diagnostic
fee and the cost of the part. Once we return we would collect the balance of
the labor owed to install any part. In [redacted] case, she prepaid us
$186.94, and when we returned and found the other part was needed, we only
charged her $63.39 for the part and $142.00 for the labor. As this came to more
than what we had previously collected, she was charged an additional $18.45.
After this when [redacted] indicated that she installed the part herself, our
billing center refunded her $86.13 back to the [redacted] ending in [redacted] We would
always refund in the tender paid and in instances where an account has been
transferred over to another account number, the card issuer would then transfer
any applicable refunds sent to the old account to the new account. If the
account was subsequently closed and had been paid in full, then the card issuer
would have refunded any negative balance to the card holder.We do see notes after this occurred where [redacted] was
asking to be refunded in full and indicated that the appliance was still not
working. If that is the case, then we would need to send a technician back out
under her 90-day guarantee. At this point she would not be entitled to any further
refund until we assessed the previous repair. If [redacted] would like to
schedule this, she is welcome to call me at [redacted]. In the interim, since
we have only retained the cost of the part we sent her, and our non-refundable
minimum trip/diagnostic fee, we have closed our file.We apologize to [redacted] and appreciate the opportunity to
address this matter. Please feel free to
contact me if you have any further questions or concerns.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: It has been found that the dog hair present (which isn't excessive by any means) was not the cause of the leak. Additionally, a technician was sent out on the 12th first thing in the morning and left within five minutes of being there after being very rude to me. A secondary technician was sent out that afternoon, which caused me to wait for two entire days for this to be checked out.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, the fact remains that Sears had no contact for a six month period that [redacted] was still having issues after our last repair. With that being said our decision remains the same and [redacted] will be responsible for any repairs needed on his out of warranty refrigerator. 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]
December 15, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding the amount she was
authorized for a replacement for her...
refrigerator. It is important to
note that [redacted] contacted Sears on July 10, 2015 for a repair on her 2010
refrigerator. As our records showed she had no service coverage she was offered
a Sears appliance warranty with the option of covered service for one
nonworking appliance in the first 30 days of coverage. This option includes a
$60.00 deductible with service coverage up to $500.00. If it is found that the
appliance cannot be repaired the replacement amount is $500.00. She agreed to
this coverage and a service was set up. Our service technician arrived on July
15, 2015 he found that she would need an ice maker with the corresponding hinge
connectors for the door. Our service technical group found that although the
ice maker was available the hinge connectors to complete the repairs were not available,
per our policy we did a part research with other part vendors and it was
confirmed on July 21, 2015 that the needed hinge connectors were not available.
[redacted] was informed of this and the
replacement amount of $500.00 per the terms and conditions of the appliance
warranty. [redacted] refused the replacement amount requesting the entire
freezer door be replaced. Unfortunately this was not an option both due to her
refrigerator model is no longer made and we can only get an entire door from
the manufacture if the item is still being produced. [redacted]
requested the replacement amount be raised by $200.00, bringing the replacement
amount to $700.00, for customer satisfaction reasons and due to [redacted]
stating this amount would be satisfactory and we felt it was not an
unreasonable request we did increase the replacement amount to $700.00 on
November 5, 2015. Our records show that on November 9, 2015 [redacted] called
in and demanded the replacement amount be increased again to $1699.00. This was
denied as we did not feel it was a reasonable request since [redacted]
accepted the requested $200.00 increase two days before. [redacted] did use
the authorized replacement amount of $700.00 on December 1, 2015 with delivery
on December 8, 2015. Since [redacted] has used the authorized replacement 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 SpecialistSears Holdings
Corporation[redacted]
November
17, 2015[redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear
[redacted]We have
completed our investigation of [redacted] complaint regarding the service on her
Pressure Washer.After
reviewing and investigation...
of the service history and discussing the issue
with our service department we have authorized a replacement of the pressure
washer in the amount of $379.99. [redacted] had been informed of this offer and has
been provided with the necessary information for the replacement. If [redacted]
is still in need of assistance she can contact the service unit directly at
[redacted] Since it was our understanding that this resolution met with [redacted] approval, we have closed our file.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 SpecialistSears
Holdings Corporation[redacted]
January 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with delay in receiving her refund for a...
cancelled item on her online order; and the customer service she received at the Kmart Store. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an online order. We value Ms. [redacted] 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 at her local Kmart store especially during the holiday season. 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. We would note that our systems take orders for store pick-up based on the amount of inventory showing as available in our systems. While we strive to have accurate information, it is possible for these numbers to not always be accurate. Some of the factors involved can be merchandise which is in a customer’s shopping cart at the store and not yet purchased, other purchases made before the store receives and processes the order, and various inaccuracies that are usually fixed by a manual count inventory that most retail stores do twice a year. The fact remains that when the store in question received Ms. [redacted] order, it appears that they no longer had any of the beard trimmers on hand to fulfill it. Typically, when an order is not accepted, the funds that are on hold are released, and usually there are no charges made to the consumer’s account for the cancelled item. It can take 3-5 business, depending on the consumer’s banking institute, for the funds to post back to their account. When Ms. [redacted] called to report that she had not received her refund for the cancelled item, we submitted a research on the refund. We discovered that due to a system error the refund for the cancelled item was not automatically issued. On December 25, 2015 we emailed Ms. [redacted] and informed her that we had issued her a credit of $19.99 and that the credit would post to her account within 3-5 business days. With that said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 14, 2015/04/20) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
April 20, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the coverage available under her warranty and Repair Protection Agreement (RPA) in relation to a tractor/riding mower purchase.
We were uncertain as to exactly what resolution [redacted] was requesting since the information we received from the Revdex.com was very brief. Accordingly, we reach out to her via email and ended up corresponding with [redacted] We then discovered the issue at hand was the fact that [redacted]had a service call in February for the wheel on his tractor and after he fixed the tire, he found the battery was dead. Unfortunately, there was some confusion as [redacted]still thought that the service order was open and that we had just not returned, when in fact the service order was closed out months ago. We were able to confirm with [redacted]that while the battery is not covered for failure after 90 days from the date of purchase under the terms of the manufacturer's warranty, it is covered under the terms for the RPA. To receive the part though, the consumer would normally have to set up a service call to have a technician make the determination that the battery needed to be replaced.
With that said, since [redacted]may have been given incorrect information at the store and was not aware that a technician would not be coming to assess the tractor, he ended up purchasing his battery directly at the store. As noted above, while this generally would not be covered under his RPA, we did make an exception due to the fact that he was not given the correct information on how to go about getting the battery replaced, or even how his coverage worked. Accordingly, a refund for $82.30 was processed on April 17, 2015, and the credit should post to his [redacted] within 1-5 business days of that date; the exact time for posting is dependent upon his card issuer's policies governing refunds. If for some reason he is unable to confirm the refund has posted by April 24, 2015, then he is welcome to contact me via email or phone. In the interim, since we have issued a full refund for the battery purchase, we have closed our file.
We apologize to[redacted] and [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] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet Stores. [redacted], manager of the Albuquerque...
Sears Outlet provided the following response: I contacted and spoke with [redacted] on Tuesday, May 10, 2016. During the conversation I apologized for the inconvenience and assured [redacted] we would be resolving his concerns. That said, a sales adjustment in the amount of $150.00 will be provided to [redacted]. If [redacted] has any other questions or concerns, he can reach me at [redacted] That said we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 10, 2015/04/02) */
April 2, 2015
[redacted]
This letter...
serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] Our General Sales Manager, [redacted] spoke to [redacted]s mom,[redacted], on Monday and sent out paperwork for her to review, sign and return in order that an 18 month no interest promotion can be added to her Sears [redacted] Card. Once the document has been signed and returned by[redacted] we will then ensure the promotion is applied and update your office accordingly.
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], or via email at [redacted]
[redacted]
Final Business Response /* (1000, 17, 2015/04/17) */
April 17, 2015
[redacted]
This letter serves to confirm that Sears Home Improvement Products (SHIP) has received[redacted]'s signed Contract Change Authorization. The 18 month no interest promotion has been applied to her [redacted] account. At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value[redacted] as a customer and appreciate her patronage. If you have any questions or concerns, please contact me directly at [redacted] or via [redacted]
[redacted]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order and delivery...
experience. We would first like to apologize for any inconvenience [redacted] experienced with this transaction. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the order we reached out to Sears Home Delivery and they have indicated that Sears processed an even exchange. According to their records the exchange was delivered on March 17, 2016. We have emailed [redacted] regarding the complaint she filed on March 15, 2016, and asked that she reply to us via email. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Leonard [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding fraudulent activities on gift cards he purchased. On...
receipt of Mr. [redacted]’s complaint we forwarded the information to our Loss Prevention management team and Mr. [redacted] was contacted by Craig Kisner our Director of [redacted]. It is against Sears’s policy to release any of the requested information to any non-law enforcement personnel. Therefore Mr. Kisner has requested Mr. [redacted] have the FBI agent assigned to his case contact our Law Enforcement department at [redacted]@searshc.com and we would be happy to assist further. Since we have addressed Mr. [redacted]’s issue and provided the appropriate contact information for the law enforcement agency to contact we have closed our case. We apologize to Mr. [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 Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
May 16, 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 online order experience and...
request for a full refund of the returned order. After researching this matter our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, [redacted]. This seller is located at [redacted] Alhambra [redacted] with an email address of [redacted] and telephone number [redacted]'s alternate address is [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. With that said, we sent two email correspondences to the seller giving them ample time to address this matter. However, we did not receive a response to date. Therefore, we made the decision to request a full refund on [redacted] behalf. The request has been submitted today May 16, 2016, and [redacted] can expect to receive a full refund within 3 to 5 business days. We apologize for the delay and any inconvenience he may have experienced. In closure, since [redacted] will be receiving his refund shortly, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order and...
non-receipt of a gift card. We would first like to apologize for any inconvenience [redacted] experienced as we value her patronage. We can understand her frustration with the series of events detailed in her complaint and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we found that Sears Online processed a refund on April 25, 2016. Therefore, [redacted] should see a credit of $300.00 post to her [redacted] account within 3 to 5 business days. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her ice maker. [redacted]...
[redacted], Sears Home Services, Support Specialist provided the following response: On January 13, 2016, a service technician was dispatched to Ms. [redacted] Marble Falls home to install a new sensor. The unit began to cycle and was operating as designed. If I can be of any further assistance to Ms. [redacted], she can reach me directly at [redacted]. At this time, since we have installed the part and will wait for any further contact from Ms. [redacted], we respectfully request that this complaint be closed pending contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: SEars is really good about side stepping the issue1) there was nothing mentioned of the 50.00 gift card.I will accept the offer once the mention of the 50.00 gift card is in there or they can bump up the offer from 425 to 475 this way we dont have to keep waiting on a gift card that will never come.... since the last time I was offered the gift card again it has never come yet again
Sincerely,
[redacted]
November 24, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have been unable to complete the investigation of [redacted] complaint regarding the problems he encountered when scheduling...
the repair of his television.It is unfortunate that we failed [redacted] expectations when he recently scheduled a television repair. 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. We made multiple attempts to contact [redacted] via email and also left voicemails. We provided our contact information and our offer to extend his protection agreement on the television for an additional 6 months at no charge to [redacted]. Since he has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him. If [redacted] would like to accept our offer, he may contact me on or before December 4, 2015 at [redacted] or via email at [redacted] In the interim, we will consider this matter closed, pending his response. 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 SpecialistSears Holdings Corporation[redacted]
November 6, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator. We have reviewed [redacted]...
complaint and would like to note [redacted] has been in contact with our Executive Member Support team where her concerns were discussed in detail. We apologize for any confusion with regards to the cancelled service. One of our technicians came to [redacted] home on October 21, 2015 and replaced her icemaker as well as advised her to change her filter. [redacted]s is still dissatisfied with her [redacted] agreement and has advised she will be speaking with them to cancel her contract. 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]
February 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. In accordance with Mr. [redacted] request, a credit for $25.50 was issued to his account. This credit should reflect within 3-5 business days. We want to take the time to apologize to Mr. [redacted] for any inconvenience this issue may have caused him and assure him that we appreciate his patronage. That said, given the aforementioned information, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 8, 2015/03/26) */
March 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding...
the delay in receiving her purchased recliner.
It is unfortunate that we failed [redacted] expectations when we did not meet the delivery date that was given to her on the day of her purchase. We value [redacted] patronage and understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. After reviewing [redacted] complaint and our records, we were able to determine that the root cause of the delay was due to the fact that the manufacture was not able to fill [redacted] order, and we apologize for this. Our records also show that the delivery was completed on 14 March 2015. For any inconvenience this may have caused, we issued a sales adjustment of $64.15. We hope that [redacted] adjustable recliner will provide her with long term satisfaction. Since the delivery of [redacted] purchased recliner has been completed and courtesy compensation was provided, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: the statement received from the business is inaccurate. Sears charged a haul away fee during time of payment I was informed by the sales associate that this charge included disconnecting the appliance and hauling the appliance away. The sales associate never stated that the appliance would need to be disconnected and placed to the side. Also, there was no water in the hot water heater; all of the water had been drained before Sears arrived at my home. The fact that this explanation was never explained to me helps reiterate the level of service I am complaining about. The Sears Executive I spoke with is well aware of the issue that generated this complaint; the fact that Sears is now denying knowledge reiterates the level of service not only in the store but also at the Corporate level. The basic business practice is being on time; Sears could not do that. I have had my last experience with Sears; at this point I will notify the lender and provide them this information so they can understand what their customers experience while shopping at Sears.
Sincerely,
[redacted]
November 5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding the service she received on her microwave...
and her request
to receive at least a partial refund.We would clarify that in instances where we put a different
part in, we charge the final price of the part installed and not necessarily
the part that was initially ordered. Additionally, the amount we collect for
the pre-payment is designed to cover the cost of our minimum trip/diagnostic
fee and the cost of the part. Once we return we would collect the balance of
the labor owed to install any part. In [redacted] case, she prepaid us
$186.94, and when we returned and found the other part was needed, we only
charged her $63.39 for the part and $142.00 for the labor. As this came to more
than what we had previously collected, she was charged an additional $18.45.
After this when [redacted] indicated that she installed the part herself, our
billing center refunded her $86.13 back to the [redacted] ending in [redacted] We would
always refund in the tender paid and in instances where an account has been
transferred over to another account number, the card issuer would then transfer
any applicable refunds sent to the old account to the new account. If the
account was subsequently closed and had been paid in full, then the card issuer
would have refunded any negative balance to the card holder.We do see notes after this occurred where [redacted] was
asking to be refunded in full and indicated that the appliance was still not
working. If that is the case, then we would need to send a technician back out
under her 90-day guarantee. At this point she would not be entitled to any further
refund until we assessed the previous repair. If [redacted] would like to
schedule this, she is welcome to call me at [redacted]. In the interim, since
we have only retained the cost of the part we sent her, and our non-refundable
minimum trip/diagnostic fee, we have closed our file.We apologize to [redacted] and appreciate the opportunity to
address this matter. Please feel free to
contact me if you have any further questions or concerns.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: It has been found that the dog hair present (which isn't excessive by any means) was not the cause of the leak. Additionally, a technician was sent out on the 12th first thing in the morning and left within five minutes of being there after being very rude to me. A secondary technician was sent out that afternoon, which caused me to wait for two entire days for this to be checked out.
Sincerely,
[redacted]