March 7, 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 the pricing of a refrigerator he wished to purchase. Assistant Store Manager [redacted] provided the following response: We have spoken with [redacted] in regard to this issue. Arrangements have been made for him to visit our location during the next Friends and Family promotion, which takes place next week and we will endeavor to provide him with an agreeable price for a refrigerator. Should [redacted] have any further questions, he may contact me [redacted]) during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 15, 2015/04/24) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
April 24, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the service we provided on her washer and her request to receive a refund at least more than $65.00.
As clarification, all of our repairs come with a 90-day guarantee. Meaning, if our diagnosis or repair is in doubt we will return to the customer's home and if in fact we find that a failure is related to a previously provided repair or diagnosis, then we will cover all labor fees related to that visit. If the new diagnosis with part charges does not meet with a customer's approval, then at that time we can remove any previously installed parts and possibly provide a refund depending upon the individual situation; however, in all cases we would normally still retain our minimum trip fee that we advise customers is not refundable.
In [redacted] case, we originally collected $266.32 to replace the control board. She had a visit under her guarantee in December where we did not find a problem, and then a visit shortly after the warranty expired where we still did not really find a problem but they charged her $84.99 for coming out. Then in January the same board was replaced. At that point they did not charge for labor but the service unit did charge for the part. It is our opinion that the part was most likely not working properly during the calls within the first 90 days so it should have been covered. At that time they collected the last money we charged, which was $138.33. In all we charged [redacted] $489.64, only to discover that she had a deeper problem that was causing the boards to fail. Since we felt that this meant the dryer was not properly diagnosed in September, we have issued a refund for all monies collected above the $79.00 non-refundable trip/diagnostic fee. That means a total refund was issued for $410.64 in the form of a mailed bank check; in fact it might come in three separate checks since there were three separate payments. The check or checks should arrive in the next 2-3 weeks and if [redacted] has not received them by May 15, 2015, then she is welcome to call me at[redacted] or email me at [redacted] so that I can research further. In the interim, since we have refunded [redacted] for all charges above our non-refundable minimum fee, we have closed our file.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his [redacted] incumbent bike. On receipt of [redacted]...
complaint a complete history of the services was conducted and we found that Sears’s service did consult with the manufacture on multiple occasions. The manufacture did inform Sears’s service that per the owner’s manual the heart rate monitor at the handles might not have an accurate reading due to individual personal issues like dry or callused hands and the owner’s manual states that a chest strap maybe necessary to use for these individuals. With that information Sears Customer Solutions department ordered a chest strap for [redacted] at no cost to him and had this shipped to him in September 2015. This was a $100.38 value. The replacement processed in November 2015 was for customer satisfaction only as the item does not qualify for a replacement under the Master Protection agreement or the manufacture warranty. Since an equitable resolution has been provided that is commensurate to the circumstances, we ask to have this matter closed. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted]
complaint regarding her dissatisfaction with our customer service and...
the
authorization of funds for a failed kmart.com order.It is unfortunate that we failed [redacted]
expectations when she recently attempted to place an order with Kmart. We value
her patronage and can understand her frustration with the events detailed in her
letter. Her concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Upon receipt of this complaint, we did not find any past or current
orders for [redacted] Therefore, we do
not have the information necessary to contact her account provider directly. With that having been said, it may be
important to clarify that our system does place an authorization hold on our customer’s
credit card when they place an order, but this is done solely to secure the funds
and their account is not charged until processing of the order is complete. If the order is canceled for any reason, our
system automatically transmits an authorization reversal to the credit provider
or bank. Unfortunately, the exact amount
of time until the hold is removed from the account is determined by the bank or
credit card provider. As such, the release
of authorization is not controlled by Kmart and the time frame may vary. [redacted] is welcome to contact Regulatory
Complaint Specialist [redacted] for further
assistance if at this time her records show that the authorization still has
not been released.At this time, we can only reiterate that we truly regret
any inconvenience [redacted] may have experienced. We hope that in the future she will allow us
the opportunity to provide her with a better representation of the type of
customer service that we have built our reputation upon, but we would
understand if this is not possible. Since
we have documented her concerns, we respectfully ask to have this matter closed
pending the receipt of further information from [redacted]We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]
December 17, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding a tent purchased from a Kmart store that broke after its first...
use.Upon receiving [redacted] complaint, we apologize that her tent failed after only one use. Because of this, we have contacted [redacted] and advised that we will refund her the cost of the tent per her request to which she agreed. That being said, because we are in the process of providing [redacted] with her requested resolution, we respectfully request this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
Initial Business Response /* (1000, 10, 2015/03/05) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
March 5, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted], Auto Center Manager for Unit [redacted], provided the following response:
After researching this matter, we found [redacted] placed an ordered for six tires [redacted] online for their motor home. The six tires where delivered to our location as a cash and carry. As clarification, our location is not equipped to install these tires on a large motor home. Therefore, [redacted] had another company install the tires however they did not keep the old tires. When the [redacted] contacted our store they indicated that the tires are out of round after installation and they need replacements. Our tire buying team is currently working on acquiring the tires from ATD however it is taking time to have this built in both ATD's system and our system. Again, since the dealer he used to have the tires installed no longer have the old tires, we are unable to process an exchange. We attempted to explain the process that we are working on to resolve this matter for [redacted] which has been explained by our District Manager [redacted] as well. Should [redacted] have any further questions or concerns, we ask that she contact us directly at [redacted] or [redacted]. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed, pending the receipt of the tire exchange.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We received a call the day (March 6, 2015) after the complaint was filed telling us they were working on taking care of the issue but we have not heard anything from them since. There should be no reason why it takes this long to order new tires and get them in, it only took days to get the defective ones.
Final Business Response /* (4000, 14, 2015/03/18) */
March 18, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have reviewed [redacted] rebuttal complaint regarding her tire order for the motor home.
[redacted] Store General Manager for Unit [redacted], provided the following response:
The replacement tires have been ordered with a release on March 18, 2015. I have contacted [redacted] to advise that the tires should be at my location on Friday March 20, 2015. I have also contacted an RV sales and service concerning mounting the tires to a motor home and was advised that the owner must drive the motor home 200 miles so that the weights inside the tire explode to balance the tire. According to [redacted] he had not done so. As for the delay in ordering and receiving the tires, we explained in our previous response that our tire buying team had been working on acquiring the tires needed from ATD. Unfortunately, the company had to program this in the system in order for Sears to place the order. Should the [redacted] need any further explanation or have any other concerns, we encourage them to contact us directly at [redacted]. With that said, we respectfully ask to have this matter closed since we have noted [redacted] comments and no further resolution was requested.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Complaint: [redacted]
I am rejecting this response because: I did not purchase this product on line or from a web site. I purchased this product in a physical store. Sears may "close" this issue and, but I will actively denounce products and/or services offered by this business. I will also actively denounce [redacted]l as a Sears third party retailer. I do not trust any business model that works in the manner that [redacted]l has behaved.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because, this may satisfy the attempt to reimburse me for the loss of my ring, but by no means does this replace the letter of apology that I am entitled to:
Sincerely,
[redacted]
December 1, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886951 – Kevin
[redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding the service call he scheduled to have his control board
repaired or...
replaced.We would like to clarify that for many control boards
for ovens and ranges, the original OEM parts can sometimes no longer be
available in a relatively short amount of time. That means the only way to
replace one, is to have the board itself sent out for repair to a shop that
does this type of work. Unfortunately, we do not and we also would have to send
to a third-party company to have it repaired. It can be time consuming and it
also presents a large liability issue in that the board has to be removed from
the unit, shipped elsewhere, returned and then reinstalled. If the board goes
missing somewhere in shipment then it can mean the repair provider could be
responsible for replacing the entire appliance as it could render it
non-repairable due to the unavailability of that part and now not having one
that could be repaired. Due to this, Sears only provides this type of repair if
we are the obligor under a service contract. With that said, when scheduling a repair, our call
center agents are not technicians and they do not provide estimates or any information
regarding a repair. They would not have realized that the board was no longer
available and that it would need to be sent out to be repaired. We do try to
have our technicians call in advance of the service and in many cases the
technician realizes that the board might need to be replaced and can at least
set the expectation ahead of time that we do not provide that service if it is
no longer available. In this way the consumer still has the chance to cancel
the call ahead of time without penalty. We apologize that this did not occur in
Mr. [redacted]’s case and that it resulted in him being responsible for our minimum
diagnostic/trip fee. As a courtesy, we would be willing to refund this but we
no longer have access to the full Discover account number due to the length of
time that has elapsed since it was used for payment. We do have the last 4
digits of 7124 and if Mr. [redacted] could call or email me with the other 12, we
could process a refund for the full amount of $ 118.67. I can be reached via
email at [redacted]@searshc.com or via phone at [redacted]. In the interim, since we are willing to issue a
refund and just need the full account number so that we can process this, we
have closed our file pending Mr. [redacted]’s response.Again, 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,Dana ShouldersTeam Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]@searshc.com
December 2, 2015Nita [redacted] Revdex.com 330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Johanna [redacted] - # 10951255Dear Ms. [redacted],We have not completed the
investigation of Ms. [redacted]’ complaint regarding her range.Ms. [redacted] is currently
scheduled to have a...
technician examine her range on December 4, 2015. Due to the time constraints, we are submitting
this pending letter to advise you of our intentions and to request additional
time to address this matter. We are confident that the repair will resolve
the issues with Ms. [redacted]’ range, but we ask that this case remain open,
pending the completion of Ms. [redacted]’ repair.
Thank you for your patience.Again, we apologize to
Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints
Specialist
Complaint: [redacted]
I am rejecting this response because: Any new information? Sears sold me a TV with two small chips in the TV screen. Furthermore, since the TV itself is WIFI enabled I could not have a steady WIFI connection without an [redacted] cable, thus making the TV useless without having it hardwired directly from the router to the TV itself. Most of the apps that were preinstalled on the TV could not hold a steady connection without it having a steady connection. Also, the damage could not have been done by someone residing in my home. My family works during the day and the only time the TV is used is during the evening hours when everyone is around the dinner table having dinner. Your conclusion has no basis’ nor does it have merit.
Sincerely,
[redacted]
Initial Business Response /* (1000, 16, 2015/03/05) */
March 3, 2015
[redacted],
This letter serves as an update...
in reference to [redacted] complaint. After I reviewed the invoice [redacted] faxed over to me, I determined that we would have to send a senior technician out to verify the repairs made by the outside contractor were completed. An appointment has been scheduled for today, 3/03/2015. Once the repairs have been confirmed we will be able to determine the credit that is owed to the customer. I will be sure to update you with further information as necessary.
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]
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/03/05) */
on Tuesday march 3, 2015 a sears technician came to my home. he was there to check that the outside company actually made the repair, and he photographed the new part(s). Later,[redacted] from Sears called me to verify that he was at my home. I also gave him a copy of the invoice from the outside service company. I have not heard anything further from Sears towards settling this case. I expect that they will pay the entire cost, my furnace has been working perfectly, even in sub-zero temperatures, no thanks to Sears for that.
Final Business Response /* (4000, 21, 2015/03/16) */
March 16, 2015
[redacted]
This letter serves as an update in reference to [redacted] response on 3/05/2015. As previously mentioned, an appointment was scheduled for 3/03/2015. The repairs the outside contractor had completed have been confirmed. I prepared and send an agreement to [redacted] and [redacted] to review and sign for their credit to be processed. Once [redacted] and [redacted] review and sign the agreement we will process the credit. I will be sure to update you with further information as necessary.
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]
February 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Andrew [redacted] - # 11123028 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal to our previous response. As we stated previously, the dryer was not repaired in November of 2015; therefore, there is no 90-day service guarantee in effect. The notes from the service order indicate that the technician removed lint and inspected the vent connection; this would not cause the dryer to fail three months later. Again, if Mr. [redacted] chooses to keep his appointment tomorrow, he will be liable for the charges. However, since he claims he was offered a 20% service discount, we will honor this offer. Once the repair has been completed, a 20% refund will be processed. Since we have noted Mr. [redacted]’s additional comments, but find that he has not provided any new information to warrant a change in our original decision, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: 10997482
I am rejecting this response because:
Sincerely,
Alicja [redacted] Complaint ID # 10997482- Sears Holdings Corporation 3333 Beverly Road, Hoffman Estates, IL 60179 Dear Sir/Madam, I am writing this letter since I am shocked after I got your massage informing that my case is closed.A Sears technician came on January 15, he replaced the filter, water started flowing but no ice.Technician said that I need to wait 24 hrs .Next day - no ice .Today is January 19 and my refrigerator does not make ice and is freezing food in nonfreezing compartment.
November 11, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: [redacted] [redacted]Dear [redacted]We have not fully completed our investigation of Ms. [redacted]
complaint regarding her service experience.We apologize for the delay in...
responding to this complaint. We
are currently waiting for a report from our service unit regarding the services
on Ms. [redacted] washer. Once we have that report we will provide a full response
to Ms. [redacted] complaint. In the interim, should Ms. [redacted] have any
questions, she may contact me directly at [redacted]We apologize again and appreciate the opportunity to address
this matter. Please feel free to contact
me if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
November 27, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order and delivery delay.It is unfortunate if we failed...
[redacted] expectations
as we value his patronage. We can assure that his concerns have been forwarded
to management for review. However, after researching the notes in his order we
found that the order was placed on November 15, 2015, and delivered on November
23, 2015. Accordingly, the order was delivered within the [redacted] timeframe. We
apologize again for any inconvenience [redacted] may have experienced. Since the
order was delivered on time, 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 SpecialistSears Holdings Corporation
March 10, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], District Service Manager, who states the following:
After doing an investigation on this the claim that we put the part on without the [redacted] knowledge is unfounded. [redacted] came in for tires and an alignment. After looking at the vehicle, the store found that the front end had play in it and could not do the alignment without replacing an inner and outer tie rod. They also found that a hub assembly had play in it. After speaking to [redacted] he approved the work to be done, and signed the work order for us to do the work. It appears that after the work was performed, [redacted] looked into it and remembered that they had had a hub replaced at a different garage. The work was approved and preformed according to the customers wishes. I have attached a sign copy of both the work order approving the work, and the Invoice when it was paid for. That being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
May 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed our investigation of [redacted] complaint regarding the service on his washer. After reviewing the service history and...
discussing the issue with [redacted] we authorized him for a replacement of the washer under the terms of his Service Smart Agreement (SSA). Ms. [redacted] has been provided with the necessary information to select a new washer, and she has my direct contact information in the event that she requires further assistance. At this time, since it was our understanding that this resolution met with the [redacted] approval, we have closed our file. We apologize to the [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]
February 29, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
*
[redacted]
We have completed the investigation of [redacted] complaint regarding purchasing parts for the repair of his lawn...
mower.
We have received [redacted] complaint and apologize that he did not use the parts that he ordered from our Parts Direct department. We have therefore processed a gift card in the amount of $30.00 which will be received in 3-5 business days to the address listed on this complaint. That being said, because we have processed a gift card, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
March 7, 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 the pricing of a refrigerator he wished to purchase. Assistant Store Manager [redacted] provided the following response: We have spoken with [redacted] in regard to this issue. Arrangements have been made for him to visit our location during the next Friends and Family promotion, which takes place next week and we will endeavor to provide him with an agreeable price for a refrigerator. Should [redacted] have any further questions, he may contact me [redacted]) during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 15, 2015/04/24) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
April 24, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the service we provided on her washer and her request to receive a refund at least more than $65.00.
As clarification, all of our repairs come with a 90-day guarantee. Meaning, if our diagnosis or repair is in doubt we will return to the customer's home and if in fact we find that a failure is related to a previously provided repair or diagnosis, then we will cover all labor fees related to that visit. If the new diagnosis with part charges does not meet with a customer's approval, then at that time we can remove any previously installed parts and possibly provide a refund depending upon the individual situation; however, in all cases we would normally still retain our minimum trip fee that we advise customers is not refundable.
In [redacted] case, we originally collected $266.32 to replace the control board. She had a visit under her guarantee in December where we did not find a problem, and then a visit shortly after the warranty expired where we still did not really find a problem but they charged her $84.99 for coming out. Then in January the same board was replaced. At that point they did not charge for labor but the service unit did charge for the part. It is our opinion that the part was most likely not working properly during the calls within the first 90 days so it should have been covered. At that time they collected the last money we charged, which was $138.33. In all we charged [redacted] $489.64, only to discover that she had a deeper problem that was causing the boards to fail. Since we felt that this meant the dryer was not properly diagnosed in September, we have issued a refund for all monies collected above the $79.00 non-refundable trip/diagnostic fee. That means a total refund was issued for $410.64 in the form of a mailed bank check; in fact it might come in three separate checks since there were three separate payments. The check or checks should arrive in the next 2-3 weeks and if [redacted] has not received them by May 15, 2015, then she is welcome to call me at[redacted] or email me at [redacted] so that I can research further. In the interim, since we have refunded [redacted] for all charges above our non-refundable minimum fee, we have closed our file.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his [redacted] incumbent bike. On receipt of [redacted]...
complaint a complete history of the services was conducted and we found that Sears’s service did consult with the manufacture on multiple occasions. The manufacture did inform Sears’s service that per the owner’s manual the heart rate monitor at the handles might not have an accurate reading due to individual personal issues like dry or callused hands and the owner’s manual states that a chest strap maybe necessary to use for these individuals. With that information Sears Customer Solutions department ordered a chest strap for [redacted] at no cost to him and had this shipped to him in September 2015. This was a $100.38 value. The replacement processed in November 2015 was for customer satisfaction only as the item does not qualify for a replacement under the Master Protection agreement or the manufacture warranty. Since an equitable resolution has been provided that is commensurate to the circumstances, we ask to have this matter closed. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted]
complaint regarding her dissatisfaction with our customer service and...
the
authorization of funds for a failed kmart.com order.It is unfortunate that we failed [redacted]
expectations when she recently attempted to place an order with Kmart. We value
her patronage and can understand her frustration with the events detailed in her
letter. Her concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Upon receipt of this complaint, we did not find any past or current
orders for [redacted] Therefore, we do
not have the information necessary to contact her account provider directly. With that having been said, it may be
important to clarify that our system does place an authorization hold on our customer’s
credit card when they place an order, but this is done solely to secure the funds
and their account is not charged until processing of the order is complete. If the order is canceled for any reason, our
system automatically transmits an authorization reversal to the credit provider
or bank. Unfortunately, the exact amount
of time until the hold is removed from the account is determined by the bank or
credit card provider. As such, the release
of authorization is not controlled by Kmart and the time frame may vary. [redacted] is welcome to contact Regulatory
Complaint Specialist [redacted] for further
assistance if at this time her records show that the authorization still has
not been released.At this time, we can only reiterate that we truly regret
any inconvenience [redacted] may have experienced. We hope that in the future she will allow us
the opportunity to provide her with a better representation of the type of
customer service that we have built our reputation upon, but we would
understand if this is not possible. Since
we have documented her concerns, we respectfully ask to have this matter closed
pending the receipt of further information from [redacted]We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]
December 17, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding a tent purchased from a Kmart store that broke after its first...
use.Upon receiving [redacted] complaint, we apologize that her tent failed after only one use. Because of this, we have contacted [redacted] and advised that we will refund her the cost of the tent per her request to which she agreed. That being said, because we are in the process of providing [redacted] with her requested resolution, we respectfully request this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
Initial Business Response /* (1000, 10, 2015/03/05) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
March 5, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted], Auto Center Manager for Unit [redacted], provided the following response:
After researching this matter, we found [redacted] placed an ordered for six tires [redacted] online for their motor home. The six tires where delivered to our location as a cash and carry. As clarification, our location is not equipped to install these tires on a large motor home. Therefore, [redacted] had another company install the tires however they did not keep the old tires. When the [redacted] contacted our store they indicated that the tires are out of round after installation and they need replacements. Our tire buying team is currently working on acquiring the tires from ATD however it is taking time to have this built in both ATD's system and our system. Again, since the dealer he used to have the tires installed no longer have the old tires, we are unable to process an exchange. We attempted to explain the process that we are working on to resolve this matter for [redacted] which has been explained by our District Manager [redacted] as well. Should [redacted] have any further questions or concerns, we ask that she contact us directly at [redacted] or [redacted]. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed, pending the receipt of the tire exchange.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We received a call the day (March 6, 2015) after the complaint was filed telling us they were working on taking care of the issue but we have not heard anything from them since. There should be no reason why it takes this long to order new tires and get them in, it only took days to get the defective ones.
Final Business Response /* (4000, 14, 2015/03/18) */
March 18, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have reviewed [redacted] rebuttal complaint regarding her tire order for the motor home.
[redacted] Store General Manager for Unit [redacted], provided the following response:
The replacement tires have been ordered with a release on March 18, 2015. I have contacted [redacted] to advise that the tires should be at my location on Friday March 20, 2015. I have also contacted an RV sales and service concerning mounting the tires to a motor home and was advised that the owner must drive the motor home 200 miles so that the weights inside the tire explode to balance the tire. According to [redacted] he had not done so. As for the delay in ordering and receiving the tires, we explained in our previous response that our tire buying team had been working on acquiring the tires needed from ATD. Unfortunately, the company had to program this in the system in order for Sears to place the order. Should the [redacted] need any further explanation or have any other concerns, we encourage them to contact us directly at [redacted]. With that said, we respectfully ask to have this matter closed since we have noted [redacted] comments and no further resolution was requested.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Complaint: [redacted]
I am rejecting this response because: I did not purchase this product on line or from a web site. I purchased this product in a physical store. Sears may "close" this issue and, but I will actively denounce products and/or services offered by this business. I will also actively denounce [redacted]l as a Sears third party retailer. I do not trust any business model that works in the manner that [redacted]l has behaved.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because, this may satisfy the attempt to reimburse me for the loss of my ring, but by no means does this replace the letter of apology that I am entitled to:
Sincerely,
[redacted]
December 1, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886951 – Kevin
[redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding the service call he scheduled to have his control board
repaired or...
replaced.We would like to clarify that for many control boards
for ovens and ranges, the original OEM parts can sometimes no longer be
available in a relatively short amount of time. That means the only way to
replace one, is to have the board itself sent out for repair to a shop that
does this type of work. Unfortunately, we do not and we also would have to send
to a third-party company to have it repaired. It can be time consuming and it
also presents a large liability issue in that the board has to be removed from
the unit, shipped elsewhere, returned and then reinstalled. If the board goes
missing somewhere in shipment then it can mean the repair provider could be
responsible for replacing the entire appliance as it could render it
non-repairable due to the unavailability of that part and now not having one
that could be repaired. Due to this, Sears only provides this type of repair if
we are the obligor under a service contract. With that said, when scheduling a repair, our call
center agents are not technicians and they do not provide estimates or any information
regarding a repair. They would not have realized that the board was no longer
available and that it would need to be sent out to be repaired. We do try to
have our technicians call in advance of the service and in many cases the
technician realizes that the board might need to be replaced and can at least
set the expectation ahead of time that we do not provide that service if it is
no longer available. In this way the consumer still has the chance to cancel
the call ahead of time without penalty. We apologize that this did not occur in
Mr. [redacted]’s case and that it resulted in him being responsible for our minimum
diagnostic/trip fee. As a courtesy, we would be willing to refund this but we
no longer have access to the full Discover account number due to the length of
time that has elapsed since it was used for payment. We do have the last 4
digits of 7124 and if Mr. [redacted] could call or email me with the other 12, we
could process a refund for the full amount of $ 118.67. I can be reached via
email at [redacted]@searshc.com or via phone at [redacted]. In the interim, since we are willing to issue a
refund and just need the full account number so that we can process this, we
have closed our file pending Mr. [redacted]’s response.Again, 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,Dana ShouldersTeam Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]@searshc.com
December 2, 2015Nita [redacted] Revdex.com 330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Johanna [redacted] - # 10951255Dear Ms. [redacted],We have not completed the
investigation of Ms. [redacted]’ complaint regarding her range.Ms. [redacted] is currently
scheduled to have a...
technician examine her range on December 4, 2015. Due to the time constraints, we are submitting
this pending letter to advise you of our intentions and to request additional
time to address this matter. We are confident that the repair will resolve
the issues with Ms. [redacted]’ range, but we ask that this case remain open,
pending the completion of Ms. [redacted]’ repair.
Thank you for your patience.Again, we apologize to
Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints
Specialist
Complaint: [redacted]
I am rejecting this response because: Any new information? Sears sold me a TV with two small chips in the TV screen. Furthermore, since the TV itself is WIFI enabled I could not have a steady WIFI connection without an [redacted] cable, thus making the TV useless without having it hardwired directly from the router to the TV itself. Most of the apps that were preinstalled on the TV could not hold a steady connection without it having a steady connection. Also, the damage could not have been done by someone residing in my home. My family works during the day and the only time the TV is used is during the evening hours when everyone is around the dinner table having dinner. Your conclusion has no basis’ nor does it have merit.
Sincerely,
[redacted]
Initial Business Response /* (1000, 16, 2015/03/05) */
March 3, 2015
[redacted],
This letter serves as an update...
in reference to [redacted] complaint. After I reviewed the invoice [redacted] faxed over to me, I determined that we would have to send a senior technician out to verify the repairs made by the outside contractor were completed. An appointment has been scheduled for today, 3/03/2015. Once the repairs have been confirmed we will be able to determine the credit that is owed to the customer. I will be sure to update you with further information as necessary.
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]
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/03/05) */
on Tuesday march 3, 2015 a sears technician came to my home. he was there to check that the outside company actually made the repair, and he photographed the new part(s). Later,[redacted] from Sears called me to verify that he was at my home. I also gave him a copy of the invoice from the outside service company. I have not heard anything further from Sears towards settling this case. I expect that they will pay the entire cost, my furnace has been working perfectly, even in sub-zero temperatures, no thanks to Sears for that.
Final Business Response /* (4000, 21, 2015/03/16) */
March 16, 2015
[redacted]
This letter serves as an update in reference to [redacted] response on 3/05/2015. As previously mentioned, an appointment was scheduled for 3/03/2015. The repairs the outside contractor had completed have been confirmed. I prepared and send an agreement to [redacted] and [redacted] to review and sign for their credit to be processed. Once [redacted] and [redacted] review and sign the agreement we will process the credit. I will be sure to update you with further information as necessary.
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]
February 11, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Andrew [redacted] - # 11123028 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal to our previous response. As we stated previously, the dryer was not repaired in November of 2015; therefore, there is no 90-day service guarantee in effect. The notes from the service order indicate that the technician removed lint and inspected the vent connection; this would not cause the dryer to fail three months later. Again, if Mr. [redacted] chooses to keep his appointment tomorrow, he will be liable for the charges. However, since he claims he was offered a 20% service discount, we will honor this offer. Once the repair has been completed, a 20% refund will be processed. Since we have noted Mr. [redacted]’s additional comments, but find that he has not provided any new information to warrant a change in our original decision, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: 10997482
I am rejecting this response because:
Sincerely,
Alicja [redacted] Complaint ID # 10997482- Sears Holdings Corporation 3333 Beverly Road, Hoffman Estates, IL 60179 Dear Sir/Madam, I am writing this letter since I am shocked after I got your massage informing that my case is closed.A Sears technician came on January 15, he replaced the filter, water started flowing but no ice.Technician said that I need to wait 24 hrs .Next day - no ice .Today is January 19 and my refrigerator does not make ice and is freezing food in nonfreezing compartment.
November 11, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: [redacted] [redacted]Dear [redacted]We have not fully completed our investigation of Ms. [redacted]
complaint regarding her service experience.We apologize for the delay in...
responding to this complaint. We
are currently waiting for a report from our service unit regarding the services
on Ms. [redacted] washer. Once we have that report we will provide a full response
to Ms. [redacted] complaint. In the interim, should Ms. [redacted] have any
questions, she may contact me directly at [redacted]We apologize again and appreciate the opportunity to address
this matter. Please feel free to contact
me if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
Thank you for the quick response. I did not cash the check Sears sent me. [redacted]
November 27, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order and delivery delay.It is unfortunate if we failed...
[redacted] expectations
as we value his patronage. We can assure that his concerns have been forwarded
to management for review. However, after researching the notes in his order we
found that the order was placed on November 15, 2015, and delivered on November
23, 2015. Accordingly, the order was delivered within the [redacted] timeframe. We
apologize again for any inconvenience [redacted] may have experienced. Since the
order was delivered on time, 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 SpecialistSears Holdings Corporation
March 10, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], District Service Manager, who states the following:
After doing an investigation on this the claim that we put the part on without the [redacted] knowledge is unfounded. [redacted] came in for tires and an alignment. After looking at the vehicle, the store found that the front end had play in it and could not do the alignment without replacing an inner and outer tie rod. They also found that a hub assembly had play in it. After speaking to [redacted] he approved the work to be done, and signed the work order for us to do the work. It appears that after the work was performed, [redacted] looked into it and remembered that they had had a hub replaced at a different garage. The work was approved and preformed according to the customers wishes. I have attached a sign copy of both the work order approving the work, and the Invoice when it was paid for. That being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
May 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed our investigation of [redacted] complaint regarding the service on his washer. After reviewing the service history and...
discussing the issue with [redacted] we authorized him for a replacement of the washer under the terms of his Service Smart Agreement (SSA). Ms. [redacted] has been provided with the necessary information to select a new washer, and she has my direct contact information in the event that she requires further assistance. At this time, since it was our understanding that this resolution met with the [redacted] approval, we have closed our file. We apologize to the [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]
February 29, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
*
[redacted]
We have completed the investigation of [redacted] complaint regarding purchasing parts for the repair of his lawn...
mower.
We have received [redacted] complaint and apologize that he did not use the parts that he ordered from our Parts Direct department. We have therefore processed a gift card in the amount of $30.00 which will be received in 3-5 business days to the address listed on this complaint. That being said, because we have processed a gift card, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]