February 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal. It is important to note that our original reply was that [redacted] never once returned any calls to our district service manager despite leaving several calls. That being said we had the Master Protection agreement transferred from the [redacted] to the new [redacted] TV and once the manufacture warranty is up if [redacted] will have service coverage under the MPA with Sears. Ms. [redacted] needs to understand that while she is under manufactures warranty any service needed will need to be with [redacted] directly as Sears is no longer contracted to do [redacted] warranty repair work. Since we have had the MPA transferred to the new [redacted] TV 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]
November 5, 2015[redacted]RevDex.com330
North Wabash Ave, Ste. #2006Chicago,
IL 60611[redacted]
[redacted]We
have completed the investigation of [redacted] complaint regarding damage
to his vehicle he alleges occurred at Sears Auto Center....
Sears
has referred [redacted] damage
claim to our third-party claims administrator [redacted] for further review. [redacted]
has opened the claim, [redacted] We expect the
claim to be assigned to a claims examiner
by early next week. The customer contact center at [redacted] can be reached by
calling [redacted]. For clarification, [redacted] has been entrusted by Sears
to represent our interest in assessing all liability claims; Sears has
empowered them to accept or deny a consumer’s claim. Regardless of
whether the decision they will render will be favorable or not, we are unable
to obtrude upon [redacted]’s actions. Their decision is immutable. Since we have provided [redacted] with the information needed to follow up on his claim, 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]
April 28, 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 that the service on her washer was not completed in a...
timely manner. It is unfortunate that we failed to meet [redacted] expectations when we recently scheduled a washer repair through her home warranty. We value [redacted] patronage and can understand her frustration when the repair of her washer took longer than she expected. In [redacted] case, our technician ordered parts on the first visit and had a family emergency on the scheduled return visit. There was more of a delay in returning to her home than we would have liked, but this was due to this job requiring 2 technicians to complete. Our records indicate that [redacted] was offered 50,000 Shop Your Way Reward points for the inconvenience and she accepted the offer; which is equivalent to $50.00. On April 27, 2016 our technicians installed the parts, and completed the repair on the washer. 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]
[redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted] rebuttal to our previous response. Since
receiving [redacted] follow-up complaint on November 4, 2015, several
attempts have been made to contact her to discuss her concerns and invite her
back to have her vehicle re-aligned. Assistant
Auto Center Manager [redacted] has left several messages asking for a call
back, but has not received a response to date. We value [redacted]
patronage and are very anxious to address the issues brought forth in her rebuttal
complaint; therefore, we ask that she call [redacted] at her
convenience if she requires further assistance.
In the interim, we ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address
this matter. Sincerely,[redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted] complaint regarding her dissatisfaction
with Sears Home...
Services.First,
we would like to apologize to [redacted] for failing her expectations in regard
to the repair of her range. Additionally,
we would like to assure [redacted] that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and appreciate the opportunity to address the
customer service/scheduling issues outlined within [redacted] complaint, so
that future problems can be averted. On November 6, 2015, the
technician returned to [redacted] home to install a new panel. The technician noted within the service order
that the old panel was scratched; apparently damaged while cleaning. [redacted] was advised that in the future
such damage would not be covered under her Master Protection Agreement
(MPA). After the panel was replaced, the
technician closed the service order; [redacted] was not charged.While we empathize with
[redacted] we are unable to compensate her for lost time. With that said, our records show that a
$50.00 check was processed on October 29, 2015, by our Protection Agreement
Department, as requested by [redacted] in lieu of the $50.00 gift card that
was previously offered. In summary, since
we have completed the repair to [redacted] range, albeit later than
expected, and documented her concerns with the repair process, we ask that this
matter be closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
Complaint: [redacted]
I am rejecting this response because: I the grounds that the garage is still working on the issue and I am being charged monthly for the interest on my sears card it is not as easy as to plug a read in to the [redacted] and read what happened most garages around this area are backup so it will take time for my [redacted] to be looked over and figured out all the problems. bottom line is I take a fully working vehicle to sears garage and I get a non working one back. it wont drive it barley starts and wont stay running at this time. once again I will pay for the parts and fluids that where used on my [redacted] but I refuse to pay them for the labor at this point and if future cost arise from this which im sure there will they be held accountable and pay the cost. this should never happen to anyone they need to be held accountable.
Sincerely,
[redacted]
Hello [redacted]The email address I provided you with is valid. Please supply the part number you need and I will verify if it is unavailable. If it is not available, we will issue a product credit that you may use to purchase another planer from Sears in accordance with the terms of your service contract. If the part is available, then you will need to have the item repaired; we can set this up. I will wait for your response with the part number.Sincerely, [redacted]
[redacted]
[redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Ellysa [redacted] #10942204 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding a
refund from a cancelled order placed through www.searsoutlet.com.It
is unfortunate...
that we failed Ms. [redacted] expectations when the order placed
through www.searsoutlet.com was
cancelled and her refund was not received in a timely manner. We value Ms. [redacted]
patronage, but can understand how the series of events noted in her complaint
has caused her to lose faith in Sears Outlet as company. We can assure Ms. [redacted]
that her concerns were forwarded to management 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 Ms. [redacted] will allow us another opportunity in
the future to provide her with the type of customer service that we have built
their reputation upon, but we would understand if this is not possible. When I
spoke with Ms. [redacted] on Monday, November 30th, she informed me
that she had been fully refunded for the aforementioned cancelled order. Since
we have been informed that Ms. [redacted] has received her refund, we ask that
this complaint be closed. We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
March 17, 2016 Revdex.com Attn: [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Complaint ID: [redacted] Via: Revdex.com Website [redacted]
* Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. This letter serves to provide a response to the customer’s rebuttal statement dated 03/10/2016. SHIP will be more than happy to provide the customer with the products that cannot be returned per her request, but will only agree to do so if she is willing to pay for them at retail cost. SHIP is unable to give [redacted] the products at our cost. The retail cost is $[redacted], and we’ll reduce that to $[redacted] We are not trying to enforce the contract, which we do have a right to do if that was the route we wanted to take. However, it is not the way SHIP wants to do business. Neither do we want to make it a practice of cancelling contracts and giving away products at wholesale prices. That is the reason we will provide the product at retail cost. SHIP retained a portion of [redacted] initial payment due to costs incurred and the amount to be returned to her account is $[redacted] If she wishes to purchase the products she can do so at retail costs. She will need to contact me and I’ll assist with this getting done. If you have any further questions or concerns, please contact me at [redacted] [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
April 7, 2016
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have been unable to complete the investigation of [redacted] complaint regarding his tool set missing pieces.
Upon...
receiving [redacted] complaint, we escalated his concerns to [redacted] Store General Manager for unit# [redacted]. [redacted] has attempted to reach [redacted] via telephone and has left contact information on his voicemail; however, at this time he has not responded. We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him. [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider [redacted] matter closed, pending his response.
We apologize to [redacted] for this issue 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, 2015/03/24) */
[redacted]
We have completed the investigation of [redacted] complaint regarding refund from Sears....
[redacted], General Manager of the Sears in Watertown provided the following response:
After receiving [redacted] complaint, I contacted him to personally address his concerns. We have processed a refund in the amount of $560.29, which is referenced back to sales check [redacted]. Additionally, a refund in the amount of $150.84 has been processed by our service contracts office to refund [redacted] for the protection agreement purchase. Since we have noted the actions taken to resolve [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.
[redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a
washer purchased from Sears.Our records
indicate that on October 27th [redacted]...
[redacted] was assisted by the [redacted] Sears store. A new Kenmore washer was order was delivered to her home on November
3, 2015. [redacted] was also refunded for the purchase of the washer hoses,
delivery and a $25.00 sales adjustment. On October 29th I emailed
[redacted] and offered to provide her with a 30% sales adjustment which would
be approximately $130.00. To date I have not heard from [redacted]. If she
would like to take advantage of my offer she can email me at [redacted] Since we have noted the results of our investigation, we
ask that this complaint be closed pending 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]
November 17, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]
We have completed the investigation of [redacted]
complaint regarding his request for a refund for a hose he purchased...
for a refrigerator
he returned to Sears Outlet Store. As clarification, our ''hassle-free returns and
exchanges'' are based upon returns and exchanges within the parameters of our
stated refund and exchange policy. That policy clearly states that a receipt is
required for any refund and that a refund can be requested within 30 days. There may be exclusions to the return or
return time frame for some items, but all are disclosed on postings in the
store and explained on the back of the receipt so that the purchaser is aware
of our policies. With that having been
said, it may be important to note that [redacted] purchased his refrigerator
on March 28, 2015, and returned it on March 30th, but his complaint indicates
that he attempted to return the hose on October 23, 2015, well past any stated
14 or 30 day return period that may be stated in Sears Outlet Store. While we understand that [redacted] found
it frustrating that his request was declined, the fact is that Sears Outlet
Store was unable to accept his return so far past the return period and they were
under no obligation to do so. While
Sears Member Services empathizes with [redacted] situation, we are unable
to honor his request to receive a refund outside of our stated return period
and can only apologize for any inconvenience he may have experienced due to this
decision. Since we have confirmed that Sears
Outlet Store was simply adhering to their posted return policy, we have
documented [redacted] complaint and closed our file regarding this matter.We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint Specialist[redacted]
April 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: William [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with Sears Home...
Services. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely apologize to Mr. [redacted] for any inconvenience this situation may have caused him. Upon researching Mr. [redacted]’s concerns, we found that the refund he is expecting was incorrectly processed. A review of the refund sales check, [redacted], shows that the refund was rung up as cash, so a check was never generated. A credit request was submitted today, April 7, 2016, for $124.00, which was the amount of the original refund request, even though, Mr. [redacted] was told he would receive $123.00. Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next five to seven business days. Additionally, as a conciliatory gesture, we have processed a $50.00 gift card, which should be received in the next two weeks. With that said, since we have processed the requested refund, albeit later than expected, and documented Mr. [redacted]’s concerns with the repair process, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
November 5, 2015Revdex.com[redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611[redacted]Via: Revdex.com website[redacted]Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the...
above-referenced file. SHIP is disheartened that [redacted] felt his concerns were not resolved adequately by our company prior to seeking further action from you. This letter serves to confirm that we have completed investigating his complaint regarding the gift card rebate and Shop Your Way Rewards (SYWR) points. On behalf of SHIP please know we value [redacted]i as a customer and apologize for any frustrations or inconveniences he may have experienced. According to our records, the incentive for his contract is $300 in SYWR points and not a $300 gift card. We have reached out to the SYWR dept. and they confirmed that the $300 SYWR points did post to [redacted]i’s SYWR account. Per the contract he agreed to $300 SYWR points, not a gift card. [redacted]i can contact the SYWR dept. at [redacted] to verify this information if he would like. His SYWR ID# is [redacted]i was sent a $200 Sears’ gift card, via UPS, on 09/22/15. All gift cards have $0.00 on them until the customer calls to activate them. We have no record of the card being cancelled or reported lost. It is possible this is all just a misunderstanding on the customer’s part. Maybe he did not realize the $300 was in SYWR points and he has to activate the gift card. I hear from a lot of customers who say their gift cards don’t work, when really they’ve never called to activate them. I did speak to [redacted]i on 10/28/15 and 11/03/15. I explained the whole situation/process to him regarding the gift card rebate/SYWR points, and he understood. To activate the gift card, he needs to call [redacted], option 1. We appreciate the opportunity to resolve his concerns.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please call me at [redacted]Sincerely,[redacted]
Complaint: 12492618
I am rejecting this response because:There are inaccuracies in the response:- I was not offered a satisfactory repair date after the missed repair date of the 21st. The technician didn’t show up for that repair, and only after Thanksgiving was I offered any other date than the 29th. At that point, it was a non issue since Thanksgiving had come and gone.- I only accepted the repair contingent that it remains functional. We had two repairs prior to this that failed, and I gave the rep permission to close the case, only because it was working at that time. I reserve the right to re open this issue if this repair fails.- This response fails to address my complaint on the technician that did the repair. He was very rude, tried to sell my mother an extended warranty even though she was not involved with the original purchase, and kept rudely insisting that he was “doing us a favor” by repairing for free, even though the repair was covered by the prior repair’s guarantee.
Sincerely,
Charles [redacted]
December 2, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the
investigation of [redacted] complaint regarding interest charged on his
dental bill.Upon receiving [redacted] complaint,...
we contacted [redacted] with Sears Dental. She responded
that [redacted] paid $3,400.00 on September 19, 2013, under a 0% interest
promotion. She further stated that Sears
Dental does not charge interest, and if he has accrued any interest, he will
need to contact Citibank directly, as they are the administrator of his Sears
account. Additionally, [redacted]
advised that the billing was explained to [redacted] on December 1, 2015, by
her insurance company and she stated that she understood. Again, if [redacted] has any further questions
regarding his 0% interest promotion, he will need to speak with Citibank. In the interim, we ask that this matter be closed.We appreciate the
opportunity to address this matter.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:I believe I am not the only have a hard time to get the refund. I don't see any refund processed in November other than you made it up.The order was canceled by Sears on 11/16/15 and stated that will be refunded in 5-7 business days, but Sears failed to do so.I spoke to [redacted] Sears case manager on 12/6/15 and was told should be refunded within 24 hours, but nothing happen.I spoke to [redacted] Sears case manager on 12/10/15 and he told me that refund was processed on 11/29/15 and should be received my refund by mail by the end of 12/11/15. I was waiting and nothing in the mail.I have been asking for a proof of refund and no one be able to provide it.I spoke to a case manager and a field manager at Sears on 12/15/15 to get my refund and was told to wait another 10 - 17 business days.Is this how Sears doing the business? Sears puts a lot of resources to fool around with customers rather than do the right job. Your process is broken and needs senior management's attention in order to stay in the business.I don't how many customers get up to ask for the refund, but the time I spent to get the refund it costs more than the amount of refund itself.Since Sears never processed the refund in November and not able to proof it. Please do not use the word "REPROCESS".
Sincerely,
[redacted]
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10977011 – Ivy [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding the installation of her dishwasher.We have received Ms. [redacted]’s...
complaint and would like to note that prior to contacting the Revdex.com, Ms. [redacted] reached out to our Executive Member Services team. Ms. [redacted]’s dishwasher is scheduled to be delivered on December 18, 2015 and the monies paid for installation are to be refunded in full. That being said, because we are in the process of rectifying Ms. [redacted]’s complaint, we respectfully request this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I HAVE the tag that was posted on the item only a handful of days prior. Also, I never "threw" items onto anything. As a very upstanding, educated woman, I resent your implications! This price adjustment tag of a lower price was made on the day I most recently made a purchase (check my rewards for the date). It was WELL AFTER your liquidation began. Also, comparable items (of better quality) are RETAILING for half the price in another store not 1 mile away... Kmart was always a bit high on price, but double the price for a liquidation item that can be found for far less at a neighboring store is VERY suspicious! Let me also add that it I'd gone to not ONE store, but SEVERAL, who have items for much less... RETAIL! Kmart should be ashamed as I certainly believe they are trying to maximize their profit and folks that are relying on that sale are paying a higher price than they should. Additionally, isn't it a BIT SUSPICIOUS that the price tags were REMOVED for the sets? I have plenty of pictures. I wasn't thrown out for being beligerent, I was thrown out for BEING RIGHT and VOCAL.. which is my FIRST AMMENDMENT RIGHT! (Doubt me, check with the [redacted]
Sincerely,
[redacted]
February 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal. It is important to note that our original reply was that [redacted] never once returned any calls to our district service manager despite leaving several calls. That being said we had the Master Protection agreement transferred from the [redacted] to the new [redacted] TV and once the manufacture warranty is up if [redacted] will have service coverage under the MPA with Sears. Ms. [redacted] needs to understand that while she is under manufactures warranty any service needed will need to be with [redacted] directly as Sears is no longer contracted to do [redacted] warranty repair work. Since we have had the MPA transferred to the new [redacted] TV 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]
November 5, 2015[redacted]RevDex.com330
North Wabash Ave, Ste. #2006Chicago,
IL 60611[redacted]
[redacted]We
have completed the investigation of [redacted] complaint regarding damage
to his vehicle he alleges occurred at Sears Auto Center....
Sears
has referred [redacted] damage
claim to our third-party claims administrator [redacted] for further review. [redacted]
has opened the claim, [redacted] We expect the
claim to be assigned to a claims examiner
by early next week. The customer contact center at [redacted] can be reached by
calling [redacted]. For clarification, [redacted] has been entrusted by Sears
to represent our interest in assessing all liability claims; Sears has
empowered them to accept or deny a consumer’s claim. Regardless of
whether the decision they will render will be favorable or not, we are unable
to obtrude upon [redacted]’s actions. Their decision is immutable. Since we have provided [redacted] with the information needed to follow up on his claim, 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]
April 28, 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 that the service on her washer was not completed in a...
timely manner. It is unfortunate that we failed to meet [redacted] expectations when we recently scheduled a washer repair through her home warranty. We value [redacted] patronage and can understand her frustration when the repair of her washer took longer than she expected. In [redacted] case, our technician ordered parts on the first visit and had a family emergency on the scheduled return visit. There was more of a delay in returning to her home than we would have liked, but this was due to this job requiring 2 technicians to complete. Our records indicate that [redacted] was offered 50,000 Shop Your Way Reward points for the inconvenience and she accepted the offer; which is equivalent to $50.00. On April 27, 2016 our technicians installed the parts, and completed the repair on the washer. 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]
[redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted] rebuttal to our previous response. Since
receiving [redacted] follow-up complaint on November 4, 2015, several
attempts have been made to contact her to discuss her concerns and invite her
back to have her vehicle re-aligned. Assistant
Auto Center Manager [redacted] has left several messages asking for a call
back, but has not received a response to date. We value [redacted]
patronage and are very anxious to address the issues brought forth in her rebuttal
complaint; therefore, we ask that she call [redacted] at her
convenience if she requires further assistance.
In the interim, we ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address
this matter. Sincerely,[redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted] complaint regarding her dissatisfaction
with Sears Home...
Services.First,
we would like to apologize to [redacted] for failing her expectations in regard
to the repair of her range. Additionally,
we would like to assure [redacted] that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and appreciate the opportunity to address the
customer service/scheduling issues outlined within [redacted] complaint, so
that future problems can be averted. On November 6, 2015, the
technician returned to [redacted] home to install a new panel. The technician noted within the service order
that the old panel was scratched; apparently damaged while cleaning. [redacted] was advised that in the future
such damage would not be covered under her Master Protection Agreement
(MPA). After the panel was replaced, the
technician closed the service order; [redacted] was not charged.While we empathize with
[redacted] we are unable to compensate her for lost time. With that said, our records show that a
$50.00 check was processed on October 29, 2015, by our Protection Agreement
Department, as requested by [redacted] in lieu of the $50.00 gift card that
was previously offered. In summary, since
we have completed the repair to [redacted] range, albeit later than
expected, and documented her concerns with the repair process, we ask that this
matter be closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
Complaint: [redacted]
I am rejecting this response because: I the grounds that the garage is still working on the issue and I am being charged monthly for the interest on my sears card it is not as easy as to plug a read in to the [redacted] and read what happened most garages around this area are backup so it will take time for my [redacted] to be looked over and figured out all the problems. bottom line is I take a fully working vehicle to sears garage and I get a non working one back. it wont drive it barley starts and wont stay running at this time. once again I will pay for the parts and fluids that where used on my [redacted] but I refuse to pay them for the labor at this point and if future cost arise from this which im sure there will they be held accountable and pay the cost. this should never happen to anyone they need to be held accountable.
Sincerely,
[redacted]
Hello [redacted]The email address I provided you with is valid. Please supply the part number you need and I will verify if it is unavailable. If it is not available, we will issue a product credit that you may use to purchase another planer from Sears in accordance with the terms of your service contract. If the part is available, then you will need to have the item repaired; we can set this up. I will wait for your response with the part number.Sincerely, [redacted]
[redacted]
[redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Ellysa [redacted] #10942204 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding a
refund from a cancelled order placed through www.searsoutlet.com.It
is unfortunate...
that we failed Ms. [redacted] expectations when the order placed
through www.searsoutlet.com was
cancelled and her refund was not received in a timely manner. We value Ms. [redacted]
patronage, but can understand how the series of events noted in her complaint
has caused her to lose faith in Sears Outlet as company. We can assure Ms. [redacted]
that her concerns were forwarded to management 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 Ms. [redacted] will allow us another opportunity in
the future to provide her with the type of customer service that we have built
their reputation upon, but we would understand if this is not possible. When I
spoke with Ms. [redacted] on Monday, November 30th, she informed me
that she had been fully refunded for the aforementioned cancelled order. Since
we have been informed that Ms. [redacted] has received her refund, we ask that
this complaint be closed. We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
March 17, 2016 Revdex.com Attn: [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Complaint ID: [redacted] Via: Revdex.com Website [redacted]
* Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. This letter serves to provide a response to the customer’s rebuttal statement dated 03/10/2016. SHIP will be more than happy to provide the customer with the products that cannot be returned per her request, but will only agree to do so if she is willing to pay for them at retail cost. SHIP is unable to give [redacted] the products at our cost. The retail cost is $[redacted], and we’ll reduce that to $[redacted] We are not trying to enforce the contract, which we do have a right to do if that was the route we wanted to take. However, it is not the way SHIP wants to do business. Neither do we want to make it a practice of cancelling contracts and giving away products at wholesale prices. That is the reason we will provide the product at retail cost. SHIP retained a portion of [redacted] initial payment due to costs incurred and the amount to be returned to her account is $[redacted] If she wishes to purchase the products she can do so at retail costs. She will need to contact me and I’ll assist with this getting done. If you have any further questions or concerns, please contact me at [redacted] [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
April 7, 2016
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have been unable to complete the investigation of [redacted] complaint regarding his tool set missing pieces.
Upon...
receiving [redacted] complaint, we escalated his concerns to [redacted] Store General Manager for unit# [redacted]. [redacted] has attempted to reach [redacted] via telephone and has left contact information on his voicemail; however, at this time he has not responded. We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him. [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider [redacted] matter closed, pending his response.
We apologize to [redacted] for this issue 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, 2015/03/24) */
[redacted]
We have completed the investigation of [redacted] complaint regarding refund from Sears....
[redacted], General Manager of the Sears in Watertown provided the following response:
After receiving [redacted] complaint, I contacted him to personally address his concerns. We have processed a refund in the amount of $560.29, which is referenced back to sales check [redacted]. Additionally, a refund in the amount of $150.84 has been processed by our service contracts office to refund [redacted] for the protection agreement purchase. Since we have noted the actions taken to resolve [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.
[redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a
washer purchased from Sears.Our records
indicate that on October 27th [redacted]...
[redacted] was assisted by the [redacted] Sears store. A new Kenmore washer was order was delivered to her home on November
3, 2015. [redacted] was also refunded for the purchase of the washer hoses,
delivery and a $25.00 sales adjustment. On October 29th I emailed
[redacted] and offered to provide her with a 30% sales adjustment which would
be approximately $130.00. To date I have not heard from [redacted]. If she
would like to take advantage of my offer she can email me at [redacted] Since we have noted the results of our investigation, we
ask that this complaint be closed pending 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]
November 17, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]
We have completed the investigation of [redacted]
complaint regarding his request for a refund for a hose he purchased...
for a refrigerator
he returned to Sears Outlet Store. As clarification, our ''hassle-free returns and
exchanges'' are based upon returns and exchanges within the parameters of our
stated refund and exchange policy. That policy clearly states that a receipt is
required for any refund and that a refund can be requested within 30 days. There may be exclusions to the return or
return time frame for some items, but all are disclosed on postings in the
store and explained on the back of the receipt so that the purchaser is aware
of our policies. With that having been
said, it may be important to note that [redacted] purchased his refrigerator
on March 28, 2015, and returned it on March 30th, but his complaint indicates
that he attempted to return the hose on October 23, 2015, well past any stated
14 or 30 day return period that may be stated in Sears Outlet Store. While we understand that [redacted] found
it frustrating that his request was declined, the fact is that Sears Outlet
Store was unable to accept his return so far past the return period and they were
under no obligation to do so. While
Sears Member Services empathizes with [redacted] situation, we are unable
to honor his request to receive a refund outside of our stated return period
and can only apologize for any inconvenience he may have experienced due to this
decision. Since we have confirmed that Sears
Outlet Store was simply adhering to their posted return policy, we have
documented [redacted] complaint and closed our file regarding this matter.We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint Specialist[redacted]
April 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: William [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with Sears Home...
Services. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely apologize to Mr. [redacted] for any inconvenience this situation may have caused him. Upon researching Mr. [redacted]’s concerns, we found that the refund he is expecting was incorrectly processed. A review of the refund sales check, [redacted], shows that the refund was rung up as cash, so a check was never generated. A credit request was submitted today, April 7, 2016, for $124.00, which was the amount of the original refund request, even though, Mr. [redacted] was told he would receive $123.00. Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next five to seven business days. Additionally, as a conciliatory gesture, we have processed a $50.00 gift card, which should be received in the next two weeks. With that said, since we have processed the requested refund, albeit later than expected, and documented Mr. [redacted]’s concerns with the repair process, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
November 5, 2015Revdex.com[redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611[redacted]Via: Revdex.com website[redacted]Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the...
above-referenced file. SHIP is disheartened that [redacted] felt his concerns were not resolved adequately by our company prior to seeking further action from you. This letter serves to confirm that we have completed investigating his complaint regarding the gift card rebate and Shop Your Way Rewards (SYWR) points. On behalf of SHIP please know we value [redacted]i as a customer and apologize for any frustrations or inconveniences he may have experienced. According to our records, the incentive for his contract is $300 in SYWR points and not a $300 gift card. We have reached out to the SYWR dept. and they confirmed that the $300 SYWR points did post to [redacted]i’s SYWR account. Per the contract he agreed to $300 SYWR points, not a gift card. [redacted]i can contact the SYWR dept. at [redacted] to verify this information if he would like. His SYWR ID# is [redacted]i was sent a $200 Sears’ gift card, via UPS, on 09/22/15. All gift cards have $0.00 on them until the customer calls to activate them. We have no record of the card being cancelled or reported lost. It is possible this is all just a misunderstanding on the customer’s part. Maybe he did not realize the $300 was in SYWR points and he has to activate the gift card. I hear from a lot of customers who say their gift cards don’t work, when really they’ve never called to activate them. I did speak to [redacted]i on 10/28/15 and 11/03/15. I explained the whole situation/process to him regarding the gift card rebate/SYWR points, and he understood. To activate the gift card, he needs to call [redacted], option 1. We appreciate the opportunity to resolve his concerns.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please call me at [redacted]Sincerely,[redacted]
Complaint: 12492618
I am rejecting this response because:There are inaccuracies in the response:- I was not offered a satisfactory repair date after the missed repair date of the 21st. The technician didn’t show up for that repair, and only after Thanksgiving was I offered any other date than the 29th. At that point, it was a non issue since Thanksgiving had come and gone.- I only accepted the repair contingent that it remains functional. We had two repairs prior to this that failed, and I gave the rep permission to close the case, only because it was working at that time. I reserve the right to re open this issue if this repair fails.- This response fails to address my complaint on the technician that did the repair. He was very rude, tried to sell my mother an extended warranty even though she was not involved with the original purchase, and kept rudely insisting that he was “doing us a favor” by repairing for free, even though the repair was covered by the prior repair’s guarantee.
Sincerely,
Charles [redacted]
December 2, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the
investigation of [redacted] complaint regarding interest charged on his
dental bill.Upon receiving [redacted] complaint,...
we contacted [redacted] with Sears Dental. She responded
that [redacted] paid $3,400.00 on September 19, 2013, under a 0% interest
promotion. She further stated that Sears
Dental does not charge interest, and if he has accrued any interest, he will
need to contact Citibank directly, as they are the administrator of his Sears
account. Additionally, [redacted]
advised that the billing was explained to [redacted] on December 1, 2015, by
her insurance company and she stated that she understood. Again, if [redacted] has any further questions
regarding his 0% interest promotion, he will need to speak with Citibank. In the interim, we ask that this matter be closed.We appreciate the
opportunity to address this matter.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:I believe I am not the only have a hard time to get the refund. I don't see any refund processed in November other than you made it up.The order was canceled by Sears on 11/16/15 and stated that will be refunded in 5-7 business days, but Sears failed to do so.I spoke to [redacted] Sears case manager on 12/6/15 and was told should be refunded within 24 hours, but nothing happen.I spoke to [redacted] Sears case manager on 12/10/15 and he told me that refund was processed on 11/29/15 and should be received my refund by mail by the end of 12/11/15. I was waiting and nothing in the mail.I have been asking for a proof of refund and no one be able to provide it.I spoke to a case manager and a field manager at Sears on 12/15/15 to get my refund and was told to wait another 10 - 17 business days.Is this how Sears doing the business? Sears puts a lot of resources to fool around with customers rather than do the right job. Your process is broken and needs senior management's attention in order to stay in the business.I don't how many customers get up to ask for the refund, but the time I spent to get the refund it costs more than the amount of refund itself.Since Sears never processed the refund in November and not able to proof it. Please do not use the word "REPROCESS".
Sincerely,
[redacted]
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10977011 – Ivy [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding the installation of her dishwasher.We have received Ms. [redacted]’s...
complaint and would like to note that prior to contacting the Revdex.com, Ms. [redacted] reached out to our Executive Member Services team. Ms. [redacted]’s dishwasher is scheduled to be delivered on December 18, 2015 and the monies paid for installation are to be refunded in full. That being said, because we are in the process of rectifying Ms. [redacted]’s complaint, we respectfully request this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I HAVE the tag that was posted on the item only a handful of days prior. Also, I never "threw" items onto anything. As a very upstanding, educated woman, I resent your implications! This price adjustment tag of a lower price was made on the day I most recently made a purchase (check my rewards for the date). It was WELL AFTER your liquidation began. Also, comparable items (of better quality) are RETAILING for half the price in another store not 1 mile away... Kmart was always a bit high on price, but double the price for a liquidation item that can be found for far less at a neighboring store is VERY suspicious! Let me also add that it I'd gone to not ONE store, but SEVERAL, who have items for much less... RETAIL! Kmart should be ashamed as I certainly believe they are trying to maximize their profit and folks that are relying on that sale are paying a higher price than they should. Additionally, isn't it a BIT SUSPICIOUS that the price tags were REMOVED for the sets? I have plenty of pictures. I wasn't thrown out for being beligerent, I was thrown out for BEING RIGHT and VOCAL.. which is my FIRST AMMENDMENT RIGHT! (Doubt me, check with the [redacted]
Sincerely,
[redacted]