February 11, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding her dissatisfaction with both our...
delivery service and our online product review standards. Our records show that we had already waived our delivery charges under a promotion for Ms[redacted] service; otherwise, we would certainly have refunded her any delivery charges. The fact is though that we have no control over whether a consumer somehow receives a defective appliance as there is always a chance for this to happen and we are not the manufacturers of the product in question. As for not being able to wait, our delivery trucks are loaded in such a way to run a route in the most efficient circuit we can devise. They do not have any unscheduled time to use to wait for a consumer to show up, and if someone is not present, then they have to proceed to the next call on the route. Depending upon how many deliveries are scheduled and the time it takes on each one, sometimes the route is not completed until very late at night so it is hard to know if the delivery team would be able to return or not. With that said, Ms. [redacted] does acknowledge that she received the replacement dryer on the next visit, albeit sooner than the time she says she was quoted, and we would not generally offer compensation for this type of situation, beyond possibly refunding a delivery fee and as we noted, we did not charge this to begin with. As far as the reviews are concerned, if Ms. [redacted] wants to review Sears’ customer service or service in general, there are review sites out there that are set up to take these type of complaints. However, the reviews she mentions are specifically product reviews and they are designed to help our customers compare between products. As such, the review is required to be product related only and that is common on most sites that offer product reviews. At this time, since Ms. [redacted] received the dryer she purchased and we have explained how our product reviews work, 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]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
November 11, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding services for his washer.On receipt of [redacted]r we reached out...
to see if he was still in need of assistance as there
was a recent completed repair. He confirmed with me that the service had been
completed and the washer was working well. Since we have repaired the washer
and [redacted] is no longer in need of assistance 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]
April 7, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she encountered when scheduling a...
repair of her washer. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer repair. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen, in [redacted] case the technician needed to spend an unexpected longer amount of time at more than one stop. On March 25, 2016, our technician made every attempt to complete his route on that day. Regrettably, he was unable to and he requested a rescheduled appointment. As clarification, the appointment is automatically rescheduled for the first available date and time frame. Unfortunately, the first available date was March 31, 2016. On March 26, 2016 [redacted] spoke with our routing supervisor regarding the rescheduled appointment. In an effort to appease [redacted], we made accommodations to provide a sooner service date of March 29, 2016. Our technician assessed her washer and ordered the necessary parts to complete the repair. Our technician returned on April 5, 2016 to install the parts and completed the repair. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed [redacted] rebuttal and our response, but we find that she has brought no new information forward. As we noted previously, a computer glitch caused [redacted] to receive points she had not actually won and she did not have any sweepstakes winnings once the error was rectified. The terms of the SYWR program note: “Company reserves the right in its sole discretion to determine the terms and conditions of any Additional Point offer and to modify or terminate any Additional Point offer for any reason.” “Company may adjust your Points account status or Points balance, at any time and without notice, due to any (A) computer error, (B) technical issues experienced by Company, (C) machine malfunction, (D) employee, customer, or other error, (E) fraud or other misuse of Points or the Program or (F) other reason which Company deems appropriate. All transactions involving Points are subject to review and verification by Company.” Clearly, according to the Terms of Service for SYWR membership, we were within our rights to remove the points that had been erroneously awarded to [redacted] While we realize that [redacted] will likely not be satisfied with our response, we do find some requests to be unreasonable and we are therefore unable to grant them as such. In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 22, 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 refrigerator. Upon...
receiving Ms. [redacted] complaint, we reviewed our Point-of-Sale system and the service history for the refrigerator in question. Our records show that Ms. [redacted] purchased the refrigerator on January 1, 2014. While the refrigerator came with a one-year warranty covering parts and labor, this coverage expired on January 1, 2015, over 13 months ago. Prior to the expiration to the warranty, Ms. [redacted] refrigerator was repaired twice. On July 31, 2014, the icemaker was replaced. A second repair was completed on December 23, 2014; a motor fan and thermostat were replaced. While Ms. [redacted] is dissatisfied with the refrigerator, she is outside the warranty period; therefore, neither a covered repair nor a replacement is an option. If Ms. [redacted] is in need of service, she is welcome to call Sears Home Services at [redacted] and schedule a repair, but she will be solely responsible for any cost incurred. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted] rebuttal to the response we provided regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item.We have [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 our return policy, we are unable to grant her request to return the television for a refund. The fact remains that the serial number on the box and the serial number on the television do not match. The store manager confirmed that the store does not sell previously opened boxes at full price. [redacted] was not sold a discounted television. Therefore, the box was sealed when sold. As this decision is commensurate to the circumstances, 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]
Initial Business Response /* (1000, 8, 2014/12/03) */
December 3, 2014
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding his exercise bike.
We have reviewed [redacted] information and even though the service contract he has is with Nordic Track or [redacted], not Sears, we have issued a check for the $89.50 he was seeking. This check should arrive within 7-10 business days. Since we have granted [redacted] request, we respectfully ask that this matter be considered closed.
We apologize to[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
April 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the problems with service provided on her washer and her request for sooner...
service for additional service. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer repair. We value [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 [redacted] may have experienced. We want to assure [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. Upon receipt of [redacted] complaint we reached out to [redacted] Territory Member Advocate Supervisor, to assist with [redacted] concern. [redacted] reviewed the service order and confirmed that service for the washer was set for April 26, 2016. She discovered that due to a system glitch, the order was indicating the service date as April 23, 2016. We apologize that this led to misinformation when [redacted] called to confirm her appointment. We would like to clarify that a manual service order was submitted to our routing department and a technician was in fact scheduled for April 26, 2016. Unfortunately, customer service is unable to view manual service orders and the note regarding the manual order was over-looked when [redacted] called in. On April 25, 2016, [redacted] contacted [redacted] and informed him that service was set for April 26, 2016 and was set as the technician’s first stop of the day. According to the technician’s notes, the washer repair has been completed. We attempted to follow up after the service was completed but we were unable to make contact. As for [redacted] request for reimbursement of the remainder of her protection agreement, she can call [redacted] to cancel the protection agreement on the washer. Our contract department will provide [redacted] cancellation details and the qualified prorated amount refund. With that being said, since the washer has been repaired, 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]
December 15, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Lashonda N. [redacted]
- # 10953363Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s complaint regarding Sears Home Services.Upon researching Ms.
[redacted]’s...
concerns, we found several notes in her most recent service orders
indicating that the technicians were being subjected to profanity and harassment
from her husband. One service order was
actually closed by the Technical Manager and noted to not permit further service. As clarification, while Ms. [redacted] carries
a Master Protection Agreement (MPA) on her refrigerator, there are certain
limitations noted within the coverage.
Below is an excerpt that pertains to the current situation:10. SAFETY AND
ACCESSIBILITY. In the event that Sears Repair determines that it cannot service
your Covered Product due to poor accessibility or unsafe working conditions ….Sears
Repair will not be required to proceed until you remedy the applicable cause.
In order for us to provide the quality service you expect, you should cooperate
fully with the service technician while in your home; provide a safe,
non-threatening environment and clear access to the Covered Product. Failure to
comply with these conditions may be cause for cancellation of this Agreement.If Ms. [redacted]’s
husband persists in his behavior and continues to subject the technicians to a
threatening and hostile environment, we will be left with no choice but to
cancel the MPA and issue a full refund.
However, if Ms. [redacted] feels that she can ensure that there will be
no further incidents, she can schedule another appointment. In the interim, since we have explained our
position on this matter, we ask that this complaint be closed.We appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL
60611[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Home Services and repairs to her dishwasher.It
is unfortunate that we failed [redacted]...
[redacted] expectations when she called Sears
for service on her dishwasher. We value [redacted] patronage, but can understand how the series of events noted in her
complaint has caused her to lose faith in Sears. We can assure [redacted] that
her concerns have been forwarded to management of the local service unit for
review, so future problems of this nature can be averted. We can only
reiterate that we do not condone how she was treated and that we truly regret
that we failed her expectations. We hope that [redacted] will allow us another
opportunity in the future to provide her with the type of customer service that
Sears has built their reputation upon, but we would understand if this is not
possible. Our service records indicate that the repairs were completed on November
20, 2015 when a new door vent was installed. After the vent was installed the
dishwasher was tested and it was found to be operating as expected. At this time,
since we have completed the service on [redacted] dishwasher, we respectfully
request 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]
March 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted]’ rebuttal. We confirmed with [redacted] that the new ** washer was delivered in good working order on March 10, 2016. [redacted] confirmed she was able to use the washer and that it is in working order as of March 14, 2016. With that said, since we have confirmed the delivery of the ** washer with the [redacted] we have closed our case. 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]
Complaint: [redacted]
I am rejecting this response because:
How many times will I hear check is in the mail before it finally arrives? We have been down this road many times since December! I have no reason to believe that this, is the time it will get done! !!! Get it done and this will be resolved! But not before!
Sincerely,
Dave [redacted]
December 7, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: [redacted] - # [redacted]Dear Ms. [redacted]:We have completed the
investigation of Mr. [redacted] rebuttal to our previous response.In accordance with Mr.
[redacted] follow-up concerns, we have processed a one-year extension to his
Master Protection Agreement (MPA). The
coverage for his television now expires on May 17, 2017. See below:[redacted] ⇄ />
([redacted] Mdse code: [redacted] Mdse desc: [redacted] Model #
: [redacted]
Serial # : [redacted] Agrmt # .
: [redacted] SP . . . : PA FF Purch date : 12/07/2015 Type . .
: SGL Start date : 05/17/2016 Plan . .
: STANDARD Expir date : 05 17 2017 Ded amount: #Cvg Month :
12 Serv loc : O Adj Reason : Resp time : Mr. [redacted] should
receive a new certificate in the next four to six weeks. If he has any questions or concerns in the
interim, he can call our Protection Agreement department at (800)
[redacted]. With that said, since we have
honored Mr. [redacted] request for additional MPA coverage, we ask that this
matter be closed.Again, we apologize to
Mr. [redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]Regulatory Complaints
Specialist
Complaint: [redacted]
I am rejecting this response because:I only spoke with the SYWR representatives (of which they state the sweeps are not part of Sears). The only correspondence I had with the sweeps dept was by email. No other representatives would ever speak on the sweeps dept behalf. I feel like this again is another way to subside my concern. I personally know other members that were able to spend points they received from that sweeps but yet mine were taken away and I feel unjustly too. Even if it was a malfunction the company is not taking any of the consequences but instead the consumer is. Points were taken away and not even anything done as an apology/token of their mistake.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a refund he is waiting for from Sears. [redacted], manager of the...
[redacted] Sears Outlet provided the following response: I have been in contact with [redacted] regarding his complaint and have resolved it. That said, sales check #[redacted] refers to a $503.44. If I can be of any further assistance to [redacted], I invite him to contact me at [redacted]. Since it is my understanding that [redacted] was satisfied with the actions taken to resolve his concerns, 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]
December 26, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10990131 – Rami [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding being double charged for his order.
Upon...
receiving Mr. [redacted]’s complaint we escalated his concerns to Lucas [redacted], Store General Manager of Store# 2008. Mr. [redacted] advised that Mr. [redacted] was contacted and the refund was done under salescheck# [redacted] on December 26, 2015. We apologize for any inconveniences that this may have caused Mr. [redacted]. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a dishwasher purchased from Sears. We apologize that [redacted]...
dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. The dishwasher was rated very high and has excellent reviews. If there are any additional concerns with the dishwasher, I ask that [redacted] contact me directly at [redacted] or at the email address below. Sears Home Services records indicate that a new control panel was installed on March 12, 2016. After the board was installed the unit was tested and was found to be operating as expected. At this time, since we have completed the repairs to the dishwasher, we ask that this complaint be closed pending further contact. 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]
May 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] rebuttal to our response regarding his dissatisfaction that his dishwasher failed sooner than he expected and his allegation that he should be reimbursed under his state’s implied warranty law. We have [redacted] rebuttal and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the dishwasher sooner than he expected, the fact remains that [redacted] did not report any issues with the dishwasher for three years after the purchase date. Since we sold him a dishwasher that he used for over three years without any issues, then he does not qualify for any concession under his state’s Warranty of Merchantability and Fitness. We also informed him that his request for a refund on the service was denied since the leak issue he reported was repaired with the pump replacement. As previously stated, in order to appease [redacted], we offered him a $100.00 reimbursement on the service and he declined the offer. As for [redacted] request for our corporate identity to file in [redacted], it is Sears, Roebuck and Co., a wholly owned subsidiary of Sears Holdings Corporation; [redacted] Since we have addressed the issues in [redacted] rebuttal, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding his allegation that his vehicle sustained damage after going to a local...
auto center.Due to the nature of [redacted] concerns, we opened a claim with [redacted], our third-party claims adjuster. If [redacted] has any questions regarding his claim, she can contact [redacted], his claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final. In the interim, since [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
March 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and request for an...
exchange. We would first like to apologize for any inconvenience [redacted] experienced when he attempted to have an exchange processed. When an item is purchased online for store pickup, it is the store’s responsibility to assist with the exchange or return. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we found that Customer Solutions was able to assist with processing an exchange. The transaction was processed on March 4, 2016, and delivery was completed on March 6, 2016. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since an exchange has been provided, 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
February 11, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding her dissatisfaction with both our...
delivery service and our online product review standards. Our records show that we had already waived our delivery charges under a promotion for Ms[redacted] service; otherwise, we would certainly have refunded her any delivery charges. The fact is though that we have no control over whether a consumer somehow receives a defective appliance as there is always a chance for this to happen and we are not the manufacturers of the product in question. As for not being able to wait, our delivery trucks are loaded in such a way to run a route in the most efficient circuit we can devise. They do not have any unscheduled time to use to wait for a consumer to show up, and if someone is not present, then they have to proceed to the next call on the route. Depending upon how many deliveries are scheduled and the time it takes on each one, sometimes the route is not completed until very late at night so it is hard to know if the delivery team would be able to return or not. With that said, Ms. [redacted] does acknowledge that she received the replacement dryer on the next visit, albeit sooner than the time she says she was quoted, and we would not generally offer compensation for this type of situation, beyond possibly refunding a delivery fee and as we noted, we did not charge this to begin with. As far as the reviews are concerned, if Ms. [redacted] wants to review Sears’ customer service or service in general, there are review sites out there that are set up to take these type of complaints. However, the reviews she mentions are specifically product reviews and they are designed to help our customers compare between products. As such, the review is required to be product related only and that is common on most sites that offer product reviews. At this time, since Ms. [redacted] received the dryer she purchased and we have explained how our product reviews work, 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]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
November 11, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding services for his washer.On receipt of [redacted]r we reached out...
to see if he was still in need of assistance as there
was a recent completed repair. He confirmed with me that the service had been
completed and the washer was working well. Since we have repaired the washer
and [redacted] is no longer in need of assistance 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]
April 7, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she encountered when scheduling a...
repair of her washer. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer repair. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen, in [redacted] case the technician needed to spend an unexpected longer amount of time at more than one stop. On March 25, 2016, our technician made every attempt to complete his route on that day. Regrettably, he was unable to and he requested a rescheduled appointment. As clarification, the appointment is automatically rescheduled for the first available date and time frame. Unfortunately, the first available date was March 31, 2016. On March 26, 2016 [redacted] spoke with our routing supervisor regarding the rescheduled appointment. In an effort to appease [redacted], we made accommodations to provide a sooner service date of March 29, 2016. Our technician assessed her washer and ordered the necessary parts to complete the repair. Our technician returned on April 5, 2016 to install the parts and completed the repair. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed [redacted] rebuttal and our response, but we find that she has brought no new information forward. As we noted previously, a computer glitch caused [redacted] to receive points she had not actually won and she did not have any sweepstakes winnings once the error was rectified. The terms of the SYWR program note: “Company reserves the right in its sole discretion to determine the terms and conditions of any Additional Point offer and to modify or terminate any Additional Point offer for any reason.” “Company may adjust your Points account status or Points balance, at any time and without notice, due to any (A) computer error, (B) technical issues experienced by Company, (C) machine malfunction, (D) employee, customer, or other error, (E) fraud or other misuse of Points or the Program or (F) other reason which Company deems appropriate. All transactions involving Points are subject to review and verification by Company.” Clearly, according to the Terms of Service for SYWR membership, we were within our rights to remove the points that had been erroneously awarded to [redacted] While we realize that [redacted] will likely not be satisfied with our response, we do find some requests to be unreasonable and we are therefore unable to grant them as such. In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 22, 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 refrigerator. Upon...
receiving Ms. [redacted] complaint, we reviewed our Point-of-Sale system and the service history for the refrigerator in question. Our records show that Ms. [redacted] purchased the refrigerator on January 1, 2014. While the refrigerator came with a one-year warranty covering parts and labor, this coverage expired on January 1, 2015, over 13 months ago. Prior to the expiration to the warranty, Ms. [redacted] refrigerator was repaired twice. On July 31, 2014, the icemaker was replaced. A second repair was completed on December 23, 2014; a motor fan and thermostat were replaced. While Ms. [redacted] is dissatisfied with the refrigerator, she is outside the warranty period; therefore, neither a covered repair nor a replacement is an option. If Ms. [redacted] is in need of service, she is welcome to call Sears Home Services at [redacted] and schedule a repair, but she will be solely responsible for any cost incurred. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted] rebuttal to the response we provided regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item.We have [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 our return policy, we are unable to grant her request to return the television for a refund. The fact remains that the serial number on the box and the serial number on the television do not match. The store manager confirmed that the store does not sell previously opened boxes at full price. [redacted] was not sold a discounted television. Therefore, the box was sealed when sold. As this decision is commensurate to the circumstances, 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]
Initial Business Response /* (1000, 8, 2014/12/03) */
December 3, 2014
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding his exercise bike.
We have reviewed [redacted] information and even though the service contract he has is with Nordic Track or [redacted], not Sears, we have issued a check for the $89.50 he was seeking. This check should arrive within 7-10 business days. Since we have granted [redacted] request, we respectfully ask that this matter be considered closed.
We apologize to[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
April 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the problems with service provided on her washer and her request for sooner...
service for additional service. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer repair. We value [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 [redacted] may have experienced. We want to assure [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. Upon receipt of [redacted] complaint we reached out to [redacted] Territory Member Advocate Supervisor, to assist with [redacted] concern. [redacted] reviewed the service order and confirmed that service for the washer was set for April 26, 2016. She discovered that due to a system glitch, the order was indicating the service date as April 23, 2016. We apologize that this led to misinformation when [redacted] called to confirm her appointment. We would like to clarify that a manual service order was submitted to our routing department and a technician was in fact scheduled for April 26, 2016. Unfortunately, customer service is unable to view manual service orders and the note regarding the manual order was over-looked when [redacted] called in. On April 25, 2016, [redacted] contacted [redacted] and informed him that service was set for April 26, 2016 and was set as the technician’s first stop of the day. According to the technician’s notes, the washer repair has been completed. We attempted to follow up after the service was completed but we were unable to make contact. As for [redacted] request for reimbursement of the remainder of her protection agreement, she can call [redacted] to cancel the protection agreement on the washer. Our contract department will provide [redacted] cancellation details and the qualified prorated amount refund. With that being said, since the washer has been repaired, 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]
December 15, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Lashonda N. [redacted]
- # 10953363Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s complaint regarding Sears Home Services.Upon researching Ms.
[redacted]’s...
concerns, we found several notes in her most recent service orders
indicating that the technicians were being subjected to profanity and harassment
from her husband. One service order was
actually closed by the Technical Manager and noted to not permit further service. As clarification, while Ms. [redacted] carries
a Master Protection Agreement (MPA) on her refrigerator, there are certain
limitations noted within the coverage.
Below is an excerpt that pertains to the current situation:10. SAFETY AND
ACCESSIBILITY. In the event that Sears Repair determines that it cannot service
your Covered Product due to poor accessibility or unsafe working conditions ….Sears
Repair will not be required to proceed until you remedy the applicable cause.
In order for us to provide the quality service you expect, you should cooperate
fully with the service technician while in your home; provide a safe,
non-threatening environment and clear access to the Covered Product. Failure to
comply with these conditions may be cause for cancellation of this Agreement.If Ms. [redacted]’s
husband persists in his behavior and continues to subject the technicians to a
threatening and hostile environment, we will be left with no choice but to
cancel the MPA and issue a full refund.
However, if Ms. [redacted] feels that she can ensure that there will be
no further incidents, she can schedule another appointment. In the interim, since we have explained our
position on this matter, we ask that this complaint be closed.We appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL
60611[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Home Services and repairs to her dishwasher.It
is unfortunate that we failed [redacted]...
[redacted] expectations when she called Sears
for service on her dishwasher. We value [redacted] patronage, but can understand how the series of events noted in her
complaint has caused her to lose faith in Sears. We can assure [redacted] that
her concerns have been forwarded to management of the local service unit for
review, so future problems of this nature can be averted. We can only
reiterate that we do not condone how she was treated and that we truly regret
that we failed her expectations. We hope that [redacted] will allow us another
opportunity in the future to provide her with the type of customer service that
Sears has built their reputation upon, but we would understand if this is not
possible. Our service records indicate that the repairs were completed on November
20, 2015 when a new door vent was installed. After the vent was installed the
dishwasher was tested and it was found to be operating as expected. At this time,
since we have completed the service on [redacted] dishwasher, we respectfully
request 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]
March 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted]’ rebuttal. We confirmed with [redacted] that the new ** washer was delivered in good working order on March 10, 2016. [redacted] confirmed she was able to use the washer and that it is in working order as of March 14, 2016. With that said, since we have confirmed the delivery of the ** washer with the [redacted] we have closed our case. 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]
Complaint: [redacted]
I am rejecting this response because:
How many times will I hear check is in the mail before it finally arrives? We have been down this road many times since December! I have no reason to believe that this, is the time it will get done! !!! Get it done and this will be resolved! But not before!
Sincerely,
Dave [redacted]
December 7, 2015[redacted]Revdex.com330 North Wabash Ave.,⇄ />
([redacted] Mdse code: [redacted] Mdse desc: [redacted] Model #
Ste. #2006Chicago, IL 60611Re: [redacted] - # [redacted]Dear Ms. [redacted]:We have completed the
investigation of Mr. [redacted] rebuttal to our previous response.In accordance with Mr.
[redacted] follow-up concerns, we have processed a one-year extension to his
Master Protection Agreement (MPA). The
coverage for his television now expires on May 17, 2017. See below:[redacted]
: [redacted]
Serial # : [redacted] Agrmt # .
: [redacted] SP . . . : PA FF Purch date : 12/07/2015 Type . .
: SGL Start date : 05/17/2016 Plan . .
: STANDARD Expir date : 05 17 2017 Ded amount: #Cvg Month :
12 Serv loc : O Adj Reason : Resp time : Mr. [redacted] should
receive a new certificate in the next four to six weeks. If he has any questions or concerns in the
interim, he can call our Protection Agreement department at (800)
[redacted]. With that said, since we have
honored Mr. [redacted] request for additional MPA coverage, we ask that this
matter be closed.Again, we apologize to
Mr. [redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]Regulatory Complaints
Specialist
Complaint: [redacted]
I am rejecting this response because:I only spoke with the SYWR representatives (of which they state the sweeps are not part of Sears). The only correspondence I had with the sweeps dept was by email. No other representatives would ever speak on the sweeps dept behalf. I feel like this again is another way to subside my concern. I personally know other members that were able to spend points they received from that sweeps but yet mine were taken away and I feel unjustly too. Even if it was a malfunction the company is not taking any of the consequences but instead the consumer is. Points were taken away and not even anything done as an apology/token of their mistake.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a refund he is waiting for from Sears. [redacted], manager of the...
[redacted] Sears Outlet provided the following response: I have been in contact with [redacted] regarding his complaint and have resolved it. That said, sales check #[redacted] refers to a $503.44. If I can be of any further assistance to [redacted], I invite him to contact me at [redacted]. Since it is my understanding that [redacted] was satisfied with the actions taken to resolve his concerns, 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]
December 26, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10990131 – Rami [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding being double charged for his order.
Upon...
receiving Mr. [redacted]’s complaint we escalated his concerns to Lucas [redacted], Store General Manager of Store# 2008. Mr. [redacted] advised that Mr. [redacted] was contacted and the refund was done under salescheck# [redacted] on December 26, 2015. We apologize for any inconveniences that this may have caused Mr. [redacted]. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a dishwasher purchased from Sears. We apologize that [redacted]...
dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. The dishwasher was rated very high and has excellent reviews. If there are any additional concerns with the dishwasher, I ask that [redacted] contact me directly at [redacted] or at the email address below. Sears Home Services records indicate that a new control panel was installed on March 12, 2016. After the board was installed the unit was tested and was found to be operating as expected. At this time, since we have completed the repairs to the dishwasher, we ask that this complaint be closed pending further contact. 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]
May 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] rebuttal to our response regarding his dissatisfaction that his dishwasher failed sooner than he expected and his allegation that he should be reimbursed under his state’s implied warranty law. We have [redacted] rebuttal and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the dishwasher sooner than he expected, the fact remains that [redacted] did not report any issues with the dishwasher for three years after the purchase date. Since we sold him a dishwasher that he used for over three years without any issues, then he does not qualify for any concession under his state’s Warranty of Merchantability and Fitness. We also informed him that his request for a refund on the service was denied since the leak issue he reported was repaired with the pump replacement. As previously stated, in order to appease [redacted], we offered him a $100.00 reimbursement on the service and he declined the offer. As for [redacted] request for our corporate identity to file in [redacted], it is Sears, Roebuck and Co., a wholly owned subsidiary of Sears Holdings Corporation; [redacted] Since we have addressed the issues in [redacted] rebuttal, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding his allegation that his vehicle sustained damage after going to a local...
auto center.Due to the nature of [redacted] concerns, we opened a claim with [redacted], our third-party claims adjuster. If [redacted] has any questions regarding his claim, she can contact [redacted], his claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final. In the interim, since [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
March 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and request for an...
exchange. We would first like to apologize for any inconvenience [redacted] experienced when he attempted to have an exchange processed. When an item is purchased online for store pickup, it is the store’s responsibility to assist with the exchange or return. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we found that Customer Solutions was able to assist with processing an exchange. The transaction was processed on March 4, 2016, and delivery was completed on March 6, 2016. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since an exchange has been provided, 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