January 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint regarding her missing table saw. Upon...
receipt of Ms. [redacted] complaint our carry-in management confirmed that her table saw could not be located at the store nor the repair center. We have moved forward with a replacement for Ms. [redacted]. Ms[redacted] was authorized with a store credit of $222.99 to replace her table saw. Since we have replaced Ms[redacted] lost table saw and this resolution was accepted by her we have closed our case. We apologize to Ms[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: We still have not received the $65.00 gift card in the mail. I spoke with [redacted] and she said she was going to look into it and call me back. I did not get a response from her so I called again and left her a voicemail. She has not responded.
Sincerely,
[redacted]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. As...
clarification, the listing for this item is “split queen” and under the description on the page, it says: “must order 2.” Under “special offers”, it also notes: “Must add 2 Box Springs to cart for Split Queen, King & Cal King Mattresses for a complete set.” We apologize if this was not clear to [redacted] We also want to note that we do have policy of not allowing returns for mattresses and foundations as it takes a while for the body to acclimate to a new setup. However, that would not really apply in this situation and we want to apologize that it was misinterpreted by our employees. We will address that issue. That said, our records reflect that a pickup for the foundation is scheduled for March 16, 2016 and a refund minus the delivery fee, which is non-refundable, will be issued once the item has been confirmed as returned to our warehouse. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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 1, 2015[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL
60611Re: [redacted] - # [redacted]Dear Ms. [redacted],We have completed the
investigation of Mr. [redacted] complaint regarding his dissatisfaction with the
availability of service for...
his television repair.Our records show that Mr.
[redacted] was originally scheduled for service on December 10, 2015. We
empathize with Mr. [redacted] and understand his frustration with having to wait
nearly three weeks for a television repair. We agree that optimally the repair
should have been scheduled sooner, but due to the high number of calls already
scheduled in our system, no sooner service was readily available. However, we were able to work with our
routing department and arrange for a technician to repair Mr. [redacted] television
on December 1, 2015. As clarification, while we
try to accommodate our customers with expedited service when possible when
their health or safety is endangered or if damage to or loss of property is
threatened by the failure of a product, a protection agreement does not
guarantee when a repair will be scheduled; we make every effort to reschedule
an appointment in a timely manner, but there are only a limited number of
appointments available and we must operate on a first come, first served
basis. We are always trying to find
better ways to address our customers’ needs, but there is no quick fix. At this time, since we have repaired Mr.
[redacted] television and noted his valuable feedback, we ask to have this
matter closed.We apologize to Mr.
[redacted] and we appreciate the opportunity to address this matter. If Mr.
[redacted] has any remaining concerns he can send an email to [redacted]@searshc.com.Sincerely, [redacted] Regulatory Complaints
Specialist
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online orders and request for a...
free return label. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced with this matter. We can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes we found Mr. [redacted] had two recent orders. The first order [redacted] was returned and a refund of $186.16 was processed on January 23, 2016, by the local store. For Mr. [redacted] records the return receipt number is [redacted] The second order [redacted] was returned and a refund of $40.52 was credited back to his [redacted] account ending in [redacted] and $117.47 was credited back to his Shop Your Way Rewards account. For Mr. [redacted] records the return receipt number is [redacted] We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Carpet Cleaning. Upon receiving Ms. [redacted] complaint, we contacted...
[redacted] with Sears Carpet Cleaning for assistance. Ms. [redacted] contacted Ms. [redacted] to discuss her concerns and requested pictures of the damage to her drywall. Ms. [redacted] provided pictures and Ms. [redacted] forwarded them to the local office. After they reviewed the pictures, they determined that the hoses could not have caused the damage. While the local office is denying Ms. [redacted] claim, Ms. [redacted] is willing to split the cost of the repair with Ms. Neal, as a one-time courtesy. Ms. [redacted] can send the completed repair invoice to Ms. [redacted] via email at [redacted].[redacted]@searsfranchises.com. In the interim, since a fair resolution has been proposed that is commensurate to the circumstances, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11090869 – Matthew [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent visit to...
one of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Robert Bogan, Auto Center Manager of store# 6055 who states the following:
Mr. [redacted] came in for an oil change which was completed. After picking up the vehicle that night, Mr. [redacted] drove the vehicle home and a couple days later, he returned stating he had no time to come in or call prior, but the oil light was on when he initially left the facility. When inspected, the technician did diagnose the concern as the oil pressure switch. There was a note that the oil was slightly over the full mark and a very minor amount was drained out to bring back to full level (overfilled oil cannot cause pressure sensor to go bad). After presenting the find to Mr. [redacted], he insisted it was due to workmanship. When inspected there was no sign of tampering, and the fact that the sensor was nowhere near where the components for the oil change were would indicate that is was just a sensor gone bad, which is common in vehicles to fail. As a good gesture, I offered to install the sensor, in which I would cover the cost labor associated and they cover the cost of the sensor, since it was a component on Mr. [redacted]’s vehicle that did in fact fail. At this point the offer still stands and has yet to be accepted by Mr. [redacted]. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Complaint: [redacted]
I am rejecting this response because: Yes they did come fix refrigerator. 2 months after the call in sept. I don't think waiting 2 months to have an appliance repair should be acceptable Therefore I am still asking that the service plan be cancelled WITHOUT penalties Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because my laundry expenses totaled $160 which is more than double the $75 check you referenced. The Customer Solutions Center brought up the $50 reimbursement well before I received an exchange of the machine during which time I continued to have laundry expenses each week since my machine was still not repaired.
[redacted]
Complaint: [redacted]
I am rejecting this response because: it does not solve my problem. Instead of going back and forth with this issue, just resolve it. We can keep going back and forth with this "do this or try that, too bad so sad Sears gave you an excellent working product and now it does not work" With this games, I am glad I bought your extended warranty, if I did not, wow, where would I be with a defective product. What would you do with the running around I'm getting? Putting yourself in my shoes, I would like to know if you would settle for less. At one point or another we are customers of a big investment, maybe to you, a refrigerator is no big deal. To me and my family is a way to keep food fresh and consume it while it still in good condition. Fine, you offer money to get us through, however, 50usd to barely get by, where is the sense of that, or is that another "get over it and go with the flow". Both customer service and the quality has gone downhill, not just appliances, everything else too. Please have some consideration, it's all we can ask for. Thank You very much for your time to help us. I have written or used Revdex.com for help and there had been a positive attitude about helping the customer.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to service her boiler. [redacted]...
[redacted] Sears Home Services, Authorized Service Provider Associate provided the following response: Sears Home Services contracted with [redacted], a local service provider to provide service to [redacted] boiler as we currently do not have a Sears technician in the area. That said, I called the home and spoke with [redacted] this morning. During the conversation she told me that the tech called them yesterday went over a few things over the phone on getting the boiler started. The technician wanted to go there yesterday but scheduling did not work out. When Mr. and [redacted] arrived home they tried the procedure laidout by the [redacted] technician and the unit started to operate. [redacted] informed me that she cancelled the appointment with [redacted] for this reason. [redacted] will call in and schedule a preventative maintenance check when her scheule allows. At this time, since we have noted our response to [redacted] complaint, 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 7, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Stephanie [redacted] -
# 10977464Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s complaint regarding her refrigerator and her request
to have the unit replaced under...
her Master Protection Agreement (MPA).Upon receipt of Ms.
[redacted]’s complaint, we reviewed her service history to determine whether she
qualifies for a replacement refrigerator. Our records show that Ms. [redacted] purchased
the Master Protection Agreement (MPA) on April 1, 2013. Within
the last year, Ms. [redacted] has had one qualifying service call completed under
service order 40761498 (completed August 4, 2015). There was a second repair under service order
40818420 (completed October 3, 2015), where parts were ordered but not
needed. The technician found that the
drain was clogged, causing water to freeze in the ducts. He cleared the drain and returned the parts. No further service has been requested in the
two months since the last service order was completed.While we understand that
Ms. [redacted] is frustrated and feels that her refrigerator has failed too soon,
the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined
within the MPA, a covered product will be considered for a replacement if there
have been “four (4) or more separate product failures due to defects in parts
or workmanship within any continuous twelve (12) month period that the
product(s) is covered by this Agreement. Product failure will be determined by
us. Product failures for this purpose must include repair or replacement of a
functional, non-expendable part and does not include preventive maintenance,
product diagnosis, customer instruction, accessory, cosmetic, or non-functional
repair or replacement, or any repair covered under a manufacturer’s product
recall. Your request for replacement of a Covered Product(s) must occur within
sixty (60) days from its fourth (4th) product failure…” As we stated previously, Ms. [redacted]’s
refrigerator has only had one qualifying repair to date. Since we have explained why a replacement is
currently not an option for Ms. [redacted], and documented her concerns with the
repair process, we ask that this matter be closed.We apologize to Ms.
[redacted] and we appreciate the opportunity to address this matter. Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
February 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order and...
non-receipt of a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] or alternate address of [redacted]. [redacted] email address is [redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [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. After researching the notes in his order, it was confirmed that the order was returned and received. Therefore, a refund was processed on January 21, 2016, for a total of $75.66. For Mr. [redacted] records the return receipt number is [redacted]. Since Sears has released this refund transaction to Mr. [redacted] financial institution it is their responsibility for processing this refund to his account. As this decision is in accordance to our posted terms and conditions, 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] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear M[redacted] We have completed the investigation of Mr. [redacted] complaint regarding the purchase of a gas grill purchased at the Sears in [redacted]...
[redacted], Manager of the [redacted] Sears store provided the following response: On Wednesday, January 6, 2016, I contacted and spoke with Ms. [redacted] regarding her complaint. During the conversation I offered and Ms. [redacted] accepted $100.00 for the inconvenience noted in the complaint. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]. Since it is my understanding that Ms. [redacted] was satisfied with the aforementioned resolution, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding appliances
purchased from the Sears in Sterling.[redacted]
Sears Hometown Stores...
District Sales Manager provided the following response:We
have resolved [redacted] complaint to her satisfaction. The stove has been
exchanged and we reprocessed the sale of the appliances and provided a 15%
sales adjustment per [redacted] request. [redacted] also purchased two pedestals
for her washer and dryer. An additional $75.00 sales adjustment was provided
due to an imperfection on the side of the stove. Moving forward, if I can be of
any additional assistance to [redacted] she 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]
Complaint: 10974392
I am rejecting this response because:SEARS needs to take responsibility for any vendor they have selling on their sit or stand behind the customer for issues. this is bad business practice by sears. as of today we have 2 wrong items and still do NOT have the correct one!!!!!!!!!!!! This should be SEARS issue to resolve
Sincerely,
Floyd [redacted]
Initial Business Response /* (1000, 11, 2014/12/29) */
December 29, 2014
[redacted]
In reference to...
[redacted] complaint, I have been in correspondence with him and am addressing his concerns. We have made the changes required by the City Inspector per the inspection. An alternate installer was assigned to address [redacted] additional concerns. On December 23rd, the installer went to [redacted] home and found the thermostat does in fact need to be replaced. An additional appointment has been made to change out the thermostat and assess the additional repairs needed. I will continue to provide you with updates as soon as I am able.
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]
Initial Consumer Rebuttal /* (3000, 13, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because the thermostat still no working correctly and assuming they need have to replace the thermostat again or verify if all the wires from the inside unit are hooked up correctly videos from the problem is attached to my case worked [redacted]
Final Business Response /* (4000, 15, 2015/01/15) */
January 15, 2015
[redacted]
In reference to [redacted] complaint, I have continued to stay in correspondence with [redacted]. An alternate installer, [redacted], was assigned to go to [redacted] home to address his concerns and make the necessary repairs. The thermostat has been changed out as well as repairs done to the ductwork. The PVC pipes were previously repaired by the original installer. [redacted] has confirmed that [redacted] made the required repairs except for the ceiling and attic door. [redacted] said it was just a spring on the attic door which he said he will take care of himself. I am currently working toward scheduling the ceiling repairs to be made where the PVC pipe had previously leaked. [redacted] has expressed continued concern that his unit is still not shutting off as it should. He has requested a Spanish speaker to assist with the explanation and translation of what he is experiencing. We were able to assign an additional installer who employs a Spanish speaking associate to go to [redacted] home on 1/17/2015. They will help translate and explain what the unit is doing and how it is supposed to work. If there are additional repairs we need to address in regards to our installation or product, we will be sure to schedule those repairs with [redacted]. I will continue to provide you with updates as soon as I am able.
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]
January 6, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 11004659 – Tina [redacted]
Dear Mrs. [redacted]:
We have completed the investigation of Mrs. [redacted]’ complaint regarding her dissatisfaction with the delay...
of receiving her online order and the customer service provided.
It is unfortunate that we failed Mrs. [redacted]’ expectations when she recently ordered a Christmas present online. We value Mrs. [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 Mrs. [redacted] may have experienced. We want to assure Mrs. [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.
According to our records, Mrs. [redacted]’ order was shipped on December 20, 2015 and was delivered on December 22, 2015. Additionally, we hope that Mrs. [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. We respectfully ask that this matter be closed, since the requested resolution has been provided.
Again, we apologize to Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one...
of our stores.
Upon receiving Mr. [redacted] complaint, we researched his concerns and found that the coat he purchased was from one of our Marketplace vendors online. With Marketplace vendors, all returns and exchanges have strict policies for returns as they go through the third party vendor themselves. Unfortunately, as Mr. [redacted] is outside of his return period and because the coat was purchased from a Marketplace vendor, we are unable to return the coat. It should be noted that Mr. [redacted] has a packing slip that specifically states not to return the item to the store. As for the employee cursing at Mr. [redacted], we apologize that this happened in one of our stores. Upon further investigation, it was reported that Mr. [redacted] became escalated in the store and a customer stepped in as he felt that Mr. [redacted] was being rude to our associate, [redacted]. That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Initial Business Response /* (1000, 5, 2015/02/24) */
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding a snow blower purchased at Sears.
[redacted] Sears Carry In Service Support Specialist provided the following response:
On Tuesday, February 24, 2015, I contacted [redacted] and advised that her snow blower has been approved for replacement. I will be providing a copy of the authorization to [redacted], the General Manager of the Sears in Saugus. [redacted] informed me that she would be going to the store to select a new snow blower. 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.
[redacted]
January 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint regarding her missing table saw. Upon...
receipt of Ms. [redacted] complaint our carry-in management confirmed that her table saw could not be located at the store nor the repair center. We have moved forward with a replacement for Ms. [redacted]. Ms[redacted] was authorized with a store credit of $222.99 to replace her table saw. Since we have replaced Ms[redacted] lost table saw and this resolution was accepted by her we have closed our case. We apologize to Ms[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: We still have not received the $65.00 gift card in the mail. I spoke with [redacted] and she said she was going to look into it and call me back. I did not get a response from her so I called again and left her a voicemail. She has not responded.
Sincerely,
[redacted]
March 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. As...
clarification, the listing for this item is “split queen” and under the description on the page, it says: “must order 2.” Under “special offers”, it also notes: “Must add 2 Box Springs to cart for Split Queen, King & Cal King Mattresses for a complete set.” We apologize if this was not clear to [redacted] We also want to note that we do have policy of not allowing returns for mattresses and foundations as it takes a while for the body to acclimate to a new setup. However, that would not really apply in this situation and we want to apologize that it was misinterpreted by our employees. We will address that issue. That said, our records reflect that a pickup for the foundation is scheduled for March 16, 2016 and a refund minus the delivery fee, which is non-refundable, will be issued once the item has been confirmed as returned to our warehouse. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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 1, 2015[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL
60611Re: [redacted] - # [redacted]Dear Ms. [redacted],We have completed the
investigation of Mr. [redacted] complaint regarding his dissatisfaction with the
availability of service for...
his television repair.Our records show that Mr.
[redacted] was originally scheduled for service on December 10, 2015. We
empathize with Mr. [redacted] and understand his frustration with having to wait
nearly three weeks for a television repair. We agree that optimally the repair
should have been scheduled sooner, but due to the high number of calls already
scheduled in our system, no sooner service was readily available. However, we were able to work with our
routing department and arrange for a technician to repair Mr. [redacted] television
on December 1, 2015. As clarification, while we
try to accommodate our customers with expedited service when possible when
their health or safety is endangered or if damage to or loss of property is
threatened by the failure of a product, a protection agreement does not
guarantee when a repair will be scheduled; we make every effort to reschedule
an appointment in a timely manner, but there are only a limited number of
appointments available and we must operate on a first come, first served
basis. We are always trying to find
better ways to address our customers’ needs, but there is no quick fix. At this time, since we have repaired Mr.
[redacted] television and noted his valuable feedback, we ask to have this
matter closed.We apologize to Mr.
[redacted] and we appreciate the opportunity to address this matter. If Mr.
[redacted] has any remaining concerns he can send an email to [redacted]@searshc.com.Sincerely, [redacted] Regulatory Complaints
Specialist
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online orders and request for a...
free return label. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced with this matter. We can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes we found Mr. [redacted] had two recent orders. The first order [redacted] was returned and a refund of $186.16 was processed on January 23, 2016, by the local store. For Mr. [redacted] records the return receipt number is [redacted] The second order [redacted] was returned and a refund of $40.52 was credited back to his [redacted] account ending in [redacted] and $117.47 was credited back to his Shop Your Way Rewards account. For Mr. [redacted] records the return receipt number is [redacted] We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Carpet Cleaning. Upon receiving Ms. [redacted] complaint, we contacted...
[redacted] with Sears Carpet Cleaning for assistance. Ms. [redacted] contacted Ms. [redacted] to discuss her concerns and requested pictures of the damage to her drywall. Ms. [redacted] provided pictures and Ms. [redacted] forwarded them to the local office. After they reviewed the pictures, they determined that the hoses could not have caused the damage. While the local office is denying Ms. [redacted] claim, Ms. [redacted] is willing to split the cost of the repair with Ms. Neal, as a one-time courtesy. Ms. [redacted] can send the completed repair invoice to Ms. [redacted] via email at [redacted].[redacted]@searsfranchises.com. In the interim, since a fair resolution has been proposed that is commensurate to the circumstances, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 1, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11090869 – Matthew [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent visit to...
one of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Robert Bogan, Auto Center Manager of store# 6055 who states the following:
Mr. [redacted] came in for an oil change which was completed. After picking up the vehicle that night, Mr. [redacted] drove the vehicle home and a couple days later, he returned stating he had no time to come in or call prior, but the oil light was on when he initially left the facility. When inspected, the technician did diagnose the concern as the oil pressure switch. There was a note that the oil was slightly over the full mark and a very minor amount was drained out to bring back to full level (overfilled oil cannot cause pressure sensor to go bad). After presenting the find to Mr. [redacted], he insisted it was due to workmanship. When inspected there was no sign of tampering, and the fact that the sensor was nowhere near where the components for the oil change were would indicate that is was just a sensor gone bad, which is common in vehicles to fail. As a good gesture, I offered to install the sensor, in which I would cover the cost labor associated and they cover the cost of the sensor, since it was a component on Mr. [redacted]’s vehicle that did in fact fail. At this point the offer still stands and has yet to be accepted by Mr. [redacted]. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: Yes they did come fix refrigerator. 2 months after the call in sept. I don't think waiting 2 months to have an appliance repair should be acceptable Therefore I am still asking that the service plan be cancelled WITHOUT penalties Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because my laundry expenses totaled $160 which is more than double the $75 check you referenced. The Customer Solutions Center brought up the $50 reimbursement well before I received an exchange of the machine during which time I continued to have laundry expenses each week since my machine was still not repaired.
[redacted]
Complaint: [redacted]
I am rejecting this response because: it does not solve my problem. Instead of going back and forth with this issue, just resolve it. We can keep going back and forth with this "do this or try that, too bad so sad Sears gave you an excellent working product and now it does not work" With this games, I am glad I bought your extended warranty, if I did not, wow, where would I be with a defective product. What would you do with the running around I'm getting? Putting yourself in my shoes, I would like to know if you would settle for less. At one point or another we are customers of a big investment, maybe to you, a refrigerator is no big deal. To me and my family is a way to keep food fresh and consume it while it still in good condition. Fine, you offer money to get us through, however, 50usd to barely get by, where is the sense of that, or is that another "get over it and go with the flow". Both customer service and the quality has gone downhill, not just appliances, everything else too. Please have some consideration, it's all we can ask for. Thank You very much for your time to help us. I have written or used Revdex.com for help and there had been a positive attitude about helping the customer.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to service her boiler. [redacted]...
[redacted] Sears Home Services, Authorized Service Provider Associate provided the following response: Sears Home Services contracted with [redacted], a local service provider to provide service to [redacted] boiler as we currently do not have a Sears technician in the area. That said, I called the home and spoke with [redacted] this morning. During the conversation she told me that the tech called them yesterday went over a few things over the phone on getting the boiler started. The technician wanted to go there yesterday but scheduling did not work out. When Mr. and [redacted] arrived home they tried the procedure laidout by the [redacted] technician and the unit started to operate. [redacted] informed me that she cancelled the appointment with [redacted] for this reason. [redacted] will call in and schedule a preventative maintenance check when her scheule allows. At this time, since we have noted our response to [redacted] complaint, 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 7, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Stephanie [redacted] -
# 10977464Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s complaint regarding her refrigerator and her request
to have the unit replaced under...
her Master Protection Agreement (MPA).Upon receipt of Ms.
[redacted]’s complaint, we reviewed her service history to determine whether she
qualifies for a replacement refrigerator. Our records show that Ms. [redacted] purchased
the Master Protection Agreement (MPA) on April 1, 2013. Within
the last year, Ms. [redacted] has had one qualifying service call completed under
service order 40761498 (completed August 4, 2015). There was a second repair under service order
40818420 (completed October 3, 2015), where parts were ordered but not
needed. The technician found that the
drain was clogged, causing water to freeze in the ducts. He cleared the drain and returned the parts. No further service has been requested in the
two months since the last service order was completed.While we understand that
Ms. [redacted] is frustrated and feels that her refrigerator has failed too soon,
the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined
within the MPA, a covered product will be considered for a replacement if there
have been “four (4) or more separate product failures due to defects in parts
or workmanship within any continuous twelve (12) month period that the
product(s) is covered by this Agreement. Product failure will be determined by
us. Product failures for this purpose must include repair or replacement of a
functional, non-expendable part and does not include preventive maintenance,
product diagnosis, customer instruction, accessory, cosmetic, or non-functional
repair or replacement, or any repair covered under a manufacturer’s product
recall. Your request for replacement of a Covered Product(s) must occur within
sixty (60) days from its fourth (4th) product failure…” As we stated previously, Ms. [redacted]’s
refrigerator has only had one qualifying repair to date. Since we have explained why a replacement is
currently not an option for Ms. [redacted], and documented her concerns with the
repair process, we ask that this matter be closed.We apologize to Ms.
[redacted] and we appreciate the opportunity to address this matter. Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
February 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order and...
non-receipt of a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] or alternate address of [redacted]. [redacted] email address is [redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [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. After researching the notes in his order, it was confirmed that the order was returned and received. Therefore, a refund was processed on January 21, 2016, for a total of $75.66. For Mr. [redacted] records the return receipt number is [redacted]. Since Sears has released this refund transaction to Mr. [redacted] financial institution it is their responsibility for processing this refund to his account. As this decision is in accordance to our posted terms and conditions, 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] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear M[redacted] We have completed the investigation of Mr. [redacted] complaint regarding the purchase of a gas grill purchased at the Sears in [redacted]...
[redacted], Manager of the [redacted] Sears store provided the following response: On Wednesday, January 6, 2016, I contacted and spoke with Ms. [redacted] regarding her complaint. During the conversation I offered and Ms. [redacted] accepted $100.00 for the inconvenience noted in the complaint. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]. Since it is my understanding that Ms. [redacted] was satisfied with the aforementioned resolution, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding appliances
purchased from the Sears in Sterling.[redacted]
Sears Hometown Stores...
District Sales Manager provided the following response:We
have resolved [redacted] complaint to her satisfaction. The stove has been
exchanged and we reprocessed the sale of the appliances and provided a 15%
sales adjustment per [redacted] request. [redacted] also purchased two pedestals
for her washer and dryer. An additional $75.00 sales adjustment was provided
due to an imperfection on the side of the stove. Moving forward, if I can be of
any additional assistance to [redacted] she 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]
Complaint: 10974392
I am rejecting this response because:SEARS needs to take responsibility for any vendor they have selling on their sit or stand behind the customer for issues. this is bad business practice by sears. as of today we have 2 wrong items and still do NOT have the correct one!!!!!!!!!!!! This should be SEARS issue to resolve
Sincerely,
Floyd [redacted]
Initial Business Response /* (1000, 11, 2014/12/29) */
December 29, 2014
[redacted]
In reference to...
[redacted] complaint, I have been in correspondence with him and am addressing his concerns. We have made the changes required by the City Inspector per the inspection. An alternate installer was assigned to address [redacted] additional concerns. On December 23rd, the installer went to [redacted] home and found the thermostat does in fact need to be replaced. An additional appointment has been made to change out the thermostat and assess the additional repairs needed. I will continue to provide you with updates as soon as I am able.
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]
Initial Consumer Rebuttal /* (3000, 13, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because the thermostat still no working correctly and assuming they need have to replace the thermostat again or verify if all the wires from the inside unit are hooked up correctly videos from the problem is attached to my case worked [redacted]
Final Business Response /* (4000, 15, 2015/01/15) */
January 15, 2015
[redacted]
In reference to [redacted] complaint, I have continued to stay in correspondence with [redacted]. An alternate installer, [redacted], was assigned to go to [redacted] home to address his concerns and make the necessary repairs. The thermostat has been changed out as well as repairs done to the ductwork. The PVC pipes were previously repaired by the original installer. [redacted] has confirmed that [redacted] made the required repairs except for the ceiling and attic door. [redacted] said it was just a spring on the attic door which he said he will take care of himself. I am currently working toward scheduling the ceiling repairs to be made where the PVC pipe had previously leaked. [redacted] has expressed continued concern that his unit is still not shutting off as it should. He has requested a Spanish speaker to assist with the explanation and translation of what he is experiencing. We were able to assign an additional installer who employs a Spanish speaking associate to go to [redacted] home on 1/17/2015. They will help translate and explain what the unit is doing and how it is supposed to work. If there are additional repairs we need to address in regards to our installation or product, we will be sure to schedule those repairs with [redacted]. I will continue to provide you with updates as soon as I am able.
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]
January 6, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 11004659 – Tina [redacted]
Dear Mrs. [redacted]:
We have completed the investigation of Mrs. [redacted]’ complaint regarding her dissatisfaction with the delay...
of receiving her online order and the customer service provided.
It is unfortunate that we failed Mrs. [redacted]’ expectations when she recently ordered a Christmas present online. We value Mrs. [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 Mrs. [redacted] may have experienced. We want to assure Mrs. [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.
According to our records, Mrs. [redacted]’ order was shipped on December 20, 2015 and was delivered on December 22, 2015. Additionally, we hope that Mrs. [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. We respectfully ask that this matter be closed, since the requested resolution has been provided.
Again, we apologize to Mrs. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
January 28, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one...
of our stores.
Upon receiving Mr. [redacted] complaint, we researched his concerns and found that the coat he purchased was from one of our Marketplace vendors online. With Marketplace vendors, all returns and exchanges have strict policies for returns as they go through the third party vendor themselves. Unfortunately, as Mr. [redacted] is outside of his return period and because the coat was purchased from a Marketplace vendor, we are unable to return the coat. It should be noted that Mr. [redacted] has a packing slip that specifically states not to return the item to the store. As for the employee cursing at Mr. [redacted], we apologize that this happened in one of our stores. Upon further investigation, it was reported that Mr. [redacted] became escalated in the store and a customer stepped in as he felt that Mr. [redacted] was being rude to our associate, [redacted]. That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/02/24) */
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding a snow blower purchased at Sears.
[redacted] Sears Carry In Service Support Specialist provided the following response:
On Tuesday, February 24, 2015, I contacted [redacted] and advised that her snow blower has been approved for replacement. I will be providing a copy of the authorization to [redacted], the General Manager of the Sears in Saugus. [redacted] informed me that she would be going to the store to select a new snow blower. 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.
[redacted]