Initial Business Response /* (1000, 8, 2014/11/25) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
November 25, 2014
[redacted]...
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We researched [redacted] order [redacted] that was placed with a third-party merchant, Mystore[redacted]. After the UPS label was created, Mystore[redacted] discovered that the item was actually out of stock. Since the label and shipping information had already been submitted to our systems, it appeared in the system as if it had shipped. Accordingly, [redacted] was refunded on November 13, 2014, in full for the amount of $227.81. We appreciate [redacted] feedback and forward to our upper management for review. Should [redacted] have any further questions or concerns, he may contact us via email at [redacted]. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
February 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding her shovel. ...
We apologize to Mr. [redacted]. There is a process in place for issues such as this, but it does not appear that was followed. We will be addressing that issue in order to prevent further such occurrences. That said, it was our understanding that the buyer for our shovel lien contacted Mr. [redacted] and arranged for him to receive a comparable replacement shovel. Additionally, we are sending Mr. [redacted] a $50.00 gift card as a courtesy. Mr. [redacted] may expect his gift card within 10-12 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding a purchase made at the Sears Outlet. [redacted], manager of the Sears...
Outlet in Wichita, provided the following
response:After
receiving and reviewing [redacted]
complaint, I left him a voice mail requesting a return call. When [redacted] returned my call he informed me that when he
returned his washer/dryer he had lost some Shop Your Way Reward (SYWR) points. I then partnered with [redacted] from our
member services office who restored [redacted]
points to his account. It is important to note that those points are good for
one year. If I can be of any further assistance to [redacted] I invite him to
contact me at [redacted] Since we have restored [redacted] SYWR points, we ask that this complaint
be closed. We apologize to [redacted]
and appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]Regulatory
Claims SpecialistSears
Holdings Corporation[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her washer. On January 9, 2016,...
Sears Home Services dispatched a laundry technician to Ms. [redacted] home to diagnose her concerns about her washer. The technician installed a previously ordered wash tub assembly. Once the washer was reassembled it was tested and was found to be operating as designed. Additionally, the washer did not show any signs of leaking. If Ms. [redacted] has any additional concerns that need to be addressed, we ask that she contact [redacted], Sears Home Services, Support Specialist at [redacted]. At this time, since we have completed the repairs to Ms. [redacted] washer, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of her sears.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. 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. We issued a full refund in 3 separate credits of $10.80, $89.19, and $8.00 to her MasterCard ending in 2623 on December 25, 2015, January 2, 2016, and January 3, 2016. In addition, we placed a new order for Ms. [redacted] to purchase the tool chest at the same price with an extra 10% off. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable resolution has been provided. 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]
November 18, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed the investigation of M[redacted] complaint regarding her dissatisfaction with the problems she encountered with the...
delivery of her refrigerator and washer.It is unfortunate that we failed M[redacted] expectations when she recently scheduled the delivery of her new refrigerator and washer. We value M[redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of M[redacted] complaint, we reached out to [redacted] Store Manager for Store [redacted] to assist with M[redacted] complaint. [redacted] research and confirmed that the refunds for the refrigerator, the washer and the hose have been issued. Our records indicate that on September 18, 2015 [redacted] paid $1373.60 on her order for a refrigerator, a washer and a 4 foot hose for the washer. A sales adjustment (credit) of $69.06 was issued on the washer on the date of the sale. [redacted] cancelled the refrigerator order due to the reverse door issue and a credit of $639.12 was issued for the refrigerator on September 26, 2015. The washer and the 4ft hose were delivered; regrettably, the 4 foot hose that was ordered for the washer was not long enough. Unfortunately, Sears was not able to provide [redacted] a longer hose and was informed that she could purchase a universal hose at any hardware store. Due to the hose issue and the customer service provided, [redacted] decided to return the washer and hose for a full refund. The credits of $552.38 and $18.05 for the return of the washer and the hose were issued on October 6, 2015. As clarification, the delivery/haul away fees of $79.99 and $15 are non-refundable. The credits totaling $1278.61 were all issued to M[redacted] credit card ending in [redacted] [redacted] made several attempts to contact [redacted] and left voicemails with her contact information. Since [redacted] did not respond she did not have the opportunity to discuss her concerns. She may contact Store Manager [redacted] or via email at [redacted] With that being said, since we have addressed the issue brought forth in M[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 SpecialistSears Holdings Corporation[redacted]
November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed the investigation of [redacted] complaint regarding the multiple repairs of his washer.Upon receiving [redacted]...
[redacted] complaint, we have reviewed his service history and can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, [redacted] washer has been repaired and it appears to be working to specifications. As an apology for any inconvenience that [redacted] may have incurred, we have processed a $50.00 gift card which will be received in 7-10 business days to the address listed on this complaint. As for [redacted] request for reimbursement for time off from work, Sears does not compensate for lost wages so we are unable to accommodate. Since [redacted] washer has been repaired in accordance to the terms of his service contract and an equitable resolution was provided, we ask to have this matter 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]
Complaint: [redacted]
I am rejecting this response because:The refunds they explained that would be sent have not arrived. When and if they do I will respond accordingly and accept their solution
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because:I have a repair person coming out 11-04-15 between 3pm and 6pm. Order number [redacted] from my understanding each technician that has come out. have said they took the authority away from them to say whether the refrigerator is repairable. It is not a washer it is refrigerator. The last time they came out they sent parts before the tech came out to even look at the refrigerator that does not even make since.
sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: I strongly believe it is wrong for a company to charge you double the amount they charge for the part in their store. I can accept the service charge and repair fee. But its an unfair practice to inflate the cost of the part, just because it was an in home service repair. I would like to be refunded for the overcharge.
Sincerely,
[redacted]
March 23, 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 repair of her washer/dryer.
We have...
received [redacted] complaint and apologize that she has had issues getting her washer/dryer repaired. Our offices reached out to [redacted] and she verified that the unit was repaired and is now working. She was, however, dissatisfied that it took 11 hours of waiting before the technician arrived. For this, we apologize and have escalated to the service manager so that future instances such as this can be averted. Because we value [redacted] patronage, we have processed a $50.00 gift card for any inconveniences that she may be experienced. The gift card will be received in 7-10 business days to the address listed on this complaint. That being said, because [redacted] washer/dryer has been repaired, 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]
[redacted]
February 11, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mr. [redacted] complaint regarding his request to cancel his...
order and receive a refund. [redacted] Manger for Sears Store number [redacted], has attempted to contact Mr. [redacted] by telephone, but has not been able to speak with him. She left messages with her contact information on February 2nd and February 8, 2016, asking for a return call to discuss his issue further; however, Mr. [redacted] has not yet replied. Unfortunately, because Mr. [redacted] order was shipped to our store, the cancellation needs to be processed by our store. Therefore, until we have the opportunity to discuss this matter with him, we are unable to work toward a resolution. If Mr. [redacted] still needs assistance, he is welcome to contact [redacted] at ([redacted]. We ask to have this matter closed in the interim, pending Mr. [redacted] response. We apologize to Mr. [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 Complaint Specialist [redacted]
December 28, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint...
regarding her food processor. We have sent Ms. [redacted] a gift card for $200.00 since we could not find a suitable replacement item for her. $200.00 was equal to the price of comparable item so we feel this was a reasonable resolution; therefore, we respectfully ask that this matter be considered 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her recent visit to...
one of our auto centers.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager of Unit# [redacted], who states the following:
Ms. [redacted] works here in our Full Line store. She brought her van over to us complaining of a weak brake pedal and little stopping ability. We brought her van into the garage and did an evaluation. We found that she had a bad master cylinder so we put an estimate for repair together and she accepted the job. We install the new MC and took her vehicle for a test drive. The vehicle stopped as it should with a firm pedal. Ms. [redacted] came and picked up her vehicle. A couple of weeks later she came to me again and said she was experiencing a similar problem with the van. I sent over an associate to get her keys and bring her van to the garage to see what was going on. The technician came to me and said one of her rear wheel cylinders had blown and was leaking fluid, and it had contaminated the rear shoes. I called Ms. [redacted] and explained what was going on, and that we couldn’t fix it that night as it was almost closing time. She told me she didn’t want to leave it here with me overnight for repair in the morning. I did explain that it was unsafe to drive as it was leaking brake fluid. She told me she drove it here so she can drive it home so I had my associate bring her van back around and give her the key. That was the last I heard from Ms. [redacted] with this issue until she sent me an email asking for her money back. In the same email she stated that she decided not to fix the vehicle and traded it in for a new one. Her service was done over 5 months ago and we do not find that any refunds are due. That being said, because we have addressed Ms. [redacted] 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.
Initial Business Response /* (1000, 5, 2014/12/26) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
December 26, 2014
[redacted]...
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
It is unfortunate that we failed [redacted] expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Accordingly, we issued a refund of $196.19 on December 23, 2014. The credit went back to her[redacted] account ending in [redacted]. For [redacted] records the refund receipt number is [redacted]. This credit should be viewable by her financial establishment within 3-5 business days. [redacted] may contact her financial establishment after that period to confirm that the credit has been applied to her account. Should [redacted] have any further questions or concerns, she may contact us via email at [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
February 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his washer and his request for a...
replacement. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted] Master Protection Agreement (MPA). Based upon the features of Mr. [redacted] current washer, it was determined that $1,049.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on February 22, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on April 23, 2016, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. First, we would like to apologize to [redacted]...
[redacted] for failing her expectations in regard to the repair of her washer. 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 we sincerely regret any inconvenience we may have caused [redacted]. After receiving [redacted] complaint on May 11, 2016, the local service unit arranged for her to be the first appointment for May 12th. Additionally, a more experienced technician was scheduled to re-examine her washer. The technician found the unit to be working properly, but found excessive dog hair present. He subsequently instructed [redacted] in how to clean the washer, so that the dog hair would not accumulate and cause potential problems, such as leaking. With that said, since we have documented [redacted] concerns with the repair process and completed her scheduled service call, 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
March 23, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attention. This letter serves to provide a response to the customer’s rebuttal statement dated 03/17/2016. SHIP is disheartened that [redacted] feels that his concerns were not resolved adequately by our company prior to seeking further action from you. The sash was reordered and will arrive this week. We will complete all repairs once we have received the sash. We apologize for any frustrations or inconveniences [redacted] may have experienced as a result of this issue. Thank you for your time, effort and patience during the investigation. If you have any questions or concerns, please contact me at [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
[redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] [redacted] We have completed the investigation of Mr.
[redacted] rebuttal regarding his refrigerator.Sears
will be processing an in warranty exchange for M[redacted]. That said, the refrigerator
he has selected, Sears item #89000, has been ordered and is scheduled to be
delivered to his home on December 22, 2015. I will be working directly with our
refrigeration buyer to see if I can get the delivery date moved up to a sooner
date. M[redacted] has been advised of this. Moving forward, M[redacted] has
my email address and office number and can reach out to me if he has any
additional concerns. That said, we ask that this complaint be closed pending
future contact. We apologize to M[redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:My TV was replaced already and I am still having issues with my protection plan being transferred. This response was ridiculous since he didn't even know the TV was already replaced finally and the fact that I had cancelled the repair and they still sent someone out. I am now looking for the protection agreement I paid for to be transferred to the new TV. I also had many issues in obtaining my replacement from managers who were demanding payments of $150.00 and rude store personnel and driving to 2 different stores.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2014/11/25) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
November 25, 2014
[redacted]...
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We researched [redacted] order [redacted] that was placed with a third-party merchant, Mystore[redacted]. After the UPS label was created, Mystore[redacted] discovered that the item was actually out of stock. Since the label and shipping information had already been submitted to our systems, it appeared in the system as if it had shipped. Accordingly, [redacted] was refunded on November 13, 2014, in full for the amount of $227.81. We appreciate [redacted] feedback and forward to our upper management for review. Should [redacted] have any further questions or concerns, he may contact us via email at [redacted]. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
February 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding her shovel. ...
We apologize to Mr. [redacted]. There is a process in place for issues such as this, but it does not appear that was followed. We will be addressing that issue in order to prevent further such occurrences. That said, it was our understanding that the buyer for our shovel lien contacted Mr. [redacted] and arranged for him to receive a comparable replacement shovel. Additionally, we are sending Mr. [redacted] a $50.00 gift card as a courtesy. Mr. [redacted] may expect his gift card within 10-12 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding a purchase made at the Sears Outlet. [redacted], manager of the Sears...
Outlet in Wichita, provided the following
response:After
receiving and reviewing [redacted]
complaint, I left him a voice mail requesting a return call. When [redacted] returned my call he informed me that when he
returned his washer/dryer he had lost some Shop Your Way Reward (SYWR) points. I then partnered with [redacted] from our
member services office who restored [redacted]
points to his account. It is important to note that those points are good for
one year. If I can be of any further assistance to [redacted] I invite him to
contact me at [redacted] Since we have restored [redacted] SYWR points, we ask that this complaint
be closed. We apologize to [redacted]
and appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]Regulatory
Claims SpecialistSears
Holdings Corporation[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her washer. On January 9, 2016,...
Sears Home Services dispatched a laundry technician to Ms. [redacted] home to diagnose her concerns about her washer. The technician installed a previously ordered wash tub assembly. Once the washer was reassembled it was tested and was found to be operating as designed. Additionally, the washer did not show any signs of leaking. If Ms. [redacted] has any additional concerns that need to be addressed, we ask that she contact [redacted], Sears Home Services, Support Specialist at [redacted]. At this time, since we have completed the repairs to Ms. [redacted] washer, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of her sears.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. 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. We issued a full refund in 3 separate credits of $10.80, $89.19, and $8.00 to her MasterCard ending in 2623 on December 25, 2015, January 2, 2016, and January 3, 2016. In addition, we placed a new order for Ms. [redacted] to purchase the tool chest at the same price with an extra 10% off. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable resolution has been provided. 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]
November 18, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed the investigation of M[redacted] complaint regarding her dissatisfaction with the problems she encountered with the...
delivery of her refrigerator and washer.It is unfortunate that we failed M[redacted] expectations when she recently scheduled the delivery of her new refrigerator and washer. We value M[redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of M[redacted] complaint, we reached out to [redacted] Store Manager for Store [redacted] to assist with M[redacted] complaint. [redacted] research and confirmed that the refunds for the refrigerator, the washer and the hose have been issued. Our records indicate that on September 18, 2015 [redacted] paid $1373.60 on her order for a refrigerator, a washer and a 4 foot hose for the washer. A sales adjustment (credit) of $69.06 was issued on the washer on the date of the sale. [redacted] cancelled the refrigerator order due to the reverse door issue and a credit of $639.12 was issued for the refrigerator on September 26, 2015. The washer and the 4ft hose were delivered; regrettably, the 4 foot hose that was ordered for the washer was not long enough. Unfortunately, Sears was not able to provide [redacted] a longer hose and was informed that she could purchase a universal hose at any hardware store. Due to the hose issue and the customer service provided, [redacted] decided to return the washer and hose for a full refund. The credits of $552.38 and $18.05 for the return of the washer and the hose were issued on October 6, 2015. As clarification, the delivery/haul away fees of $79.99 and $15 are non-refundable. The credits totaling $1278.61 were all issued to M[redacted] credit card ending in [redacted] [redacted] made several attempts to contact [redacted] and left voicemails with her contact information. Since [redacted] did not respond she did not have the opportunity to discuss her concerns. She may contact Store Manager [redacted] or via email at [redacted] With that being said, since we have addressed the issue brought forth in M[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 SpecialistSears Holdings Corporation[redacted]
November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed the investigation of [redacted] complaint regarding the multiple repairs of his washer.Upon receiving [redacted]...
[redacted] complaint, we have reviewed his service history and can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, [redacted] washer has been repaired and it appears to be working to specifications. As an apology for any inconvenience that [redacted] may have incurred, we have processed a $50.00 gift card which will be received in 7-10 business days to the address listed on this complaint. As for [redacted] request for reimbursement for time off from work, Sears does not compensate for lost wages so we are unable to accommodate. Since [redacted] washer has been repaired in accordance to the terms of his service contract and an equitable resolution was provided, we ask to have this matter 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]
Complaint: [redacted]
I am rejecting this response because:The refunds they explained that would be sent have not arrived. When and if they do I will respond accordingly and accept their solution
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because:I have a repair person coming out 11-04-15 between 3pm and 6pm. Order number [redacted] from my understanding each technician that has come out. have said they took the authority away from them to say whether the refrigerator is repairable. It is not a washer it is refrigerator. The last time they came out they sent parts before the tech came out to even look at the refrigerator that does not even make since.
sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: I strongly believe it is wrong for a company to charge you double the amount they charge for the part in their store. I can accept the service charge and repair fee. But its an unfair practice to inflate the cost of the part, just because it was an in home service repair. I would like to be refunded for the overcharge.
Sincerely,
[redacted]
March 23, 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 repair of her washer/dryer.
We have...
received [redacted] complaint and apologize that she has had issues getting her washer/dryer repaired. Our offices reached out to [redacted] and she verified that the unit was repaired and is now working. She was, however, dissatisfied that it took 11 hours of waiting before the technician arrived. For this, we apologize and have escalated to the service manager so that future instances such as this can be averted. Because we value [redacted] patronage, we have processed a $50.00 gift card for any inconveniences that she may be experienced. The gift card will be received in 7-10 business days to the address listed on this complaint. That being said, because [redacted] washer/dryer has been repaired, 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]
[redacted]
February 11, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mr. [redacted] complaint regarding his request to cancel his...
order and receive a refund. [redacted] Manger for Sears Store number [redacted], has attempted to contact Mr. [redacted] by telephone, but has not been able to speak with him. She left messages with her contact information on February 2nd and February 8, 2016, asking for a return call to discuss his issue further; however, Mr. [redacted] has not yet replied. Unfortunately, because Mr. [redacted] order was shipped to our store, the cancellation needs to be processed by our store. Therefore, until we have the opportunity to discuss this matter with him, we are unable to work toward a resolution. If Mr. [redacted] still needs assistance, he is welcome to contact [redacted] at ([redacted]. We ask to have this matter closed in the interim, pending Mr. [redacted] response. We apologize to Mr. [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 Complaint Specialist [redacted]
December 28, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint...
regarding her food processor. We have sent Ms. [redacted] a gift card for $200.00 since we could not find a suitable replacement item for her. $200.00 was equal to the price of comparable item so we feel this was a reasonable resolution; therefore, we respectfully ask that this matter be considered 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]
January 20, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her recent visit to...
one of our auto centers.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager of Unit# [redacted], who states the following:
Ms. [redacted] works here in our Full Line store. She brought her van over to us complaining of a weak brake pedal and little stopping ability. We brought her van into the garage and did an evaluation. We found that she had a bad master cylinder so we put an estimate for repair together and she accepted the job. We install the new MC and took her vehicle for a test drive. The vehicle stopped as it should with a firm pedal. Ms. [redacted] came and picked up her vehicle. A couple of weeks later she came to me again and said she was experiencing a similar problem with the van. I sent over an associate to get her keys and bring her van to the garage to see what was going on. The technician came to me and said one of her rear wheel cylinders had blown and was leaking fluid, and it had contaminated the rear shoes. I called Ms. [redacted] and explained what was going on, and that we couldn’t fix it that night as it was almost closing time. She told me she didn’t want to leave it here with me overnight for repair in the morning. I did explain that it was unsafe to drive as it was leaking brake fluid. She told me she drove it here so she can drive it home so I had my associate bring her van back around and give her the key. That was the last I heard from Ms. [redacted] with this issue until she sent me an email asking for her money back. In the same email she stated that she decided not to fix the vehicle and traded it in for a new one. Her service was done over 5 months ago and we do not find that any refunds are due. That being said, because we have addressed Ms. [redacted] 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,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2014/12/26) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
December 26, 2014
[redacted]...
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
It is unfortunate that we failed [redacted] expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Accordingly, we issued a refund of $196.19 on December 23, 2014. The credit went back to her[redacted] account ending in [redacted]. For [redacted] records the refund receipt number is [redacted]. This credit should be viewable by her financial establishment within 3-5 business days. [redacted] may contact her financial establishment after that period to confirm that the credit has been applied to her account. Should [redacted] have any further questions or concerns, she may contact us via email at [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
February 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his washer and his request for a...
replacement. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted] Master Protection Agreement (MPA). Based upon the features of Mr. [redacted] current washer, it was determined that $1,049.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on February 22, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on April 23, 2016, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. First, we would like to apologize to [redacted]...
[redacted] for failing her expectations in regard to the repair of her washer. 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 we sincerely regret any inconvenience we may have caused [redacted]. After receiving [redacted] complaint on May 11, 2016, the local service unit arranged for her to be the first appointment for May 12th. Additionally, a more experienced technician was scheduled to re-examine her washer. The technician found the unit to be working properly, but found excessive dog hair present. He subsequently instructed [redacted] in how to clean the washer, so that the dog hair would not accumulate and cause potential problems, such as leaking. With that said, since we have documented [redacted] concerns with the repair process and completed her scheduled service call, 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
March 23, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attention. This letter serves to provide a response to the customer’s rebuttal statement dated 03/17/2016. SHIP is disheartened that [redacted] feels that his concerns were not resolved adequately by our company prior to seeking further action from you. The sash was reordered and will arrive this week. We will complete all repairs once we have received the sash. We apologize for any frustrations or inconveniences [redacted] may have experienced as a result of this issue. Thank you for your time, effort and patience during the investigation. If you have any questions or concerns, please contact me at [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
[redacted]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] [redacted] We have completed the investigation of Mr.
[redacted] rebuttal regarding his refrigerator.Sears
will be processing an in warranty exchange for M[redacted]. That said, the refrigerator
he has selected, Sears item #89000, has been ordered and is scheduled to be
delivered to his home on December 22, 2015. I will be working directly with our
refrigeration buyer to see if I can get the delivery date moved up to a sooner
date. M[redacted] has been advised of this. Moving forward, M[redacted] has
my email address and office number and can reach out to me if he has any
additional concerns. That said, we ask that this complaint be closed pending
future contact. We apologize to M[redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:My TV was replaced already and I am still having issues with my protection plan being transferred. This response was ridiculous since he didn't even know the TV was already replaced finally and the fact that I had cancelled the repair and they still sent someone out. I am now looking for the protection agreement I paid for to be transferred to the new TV. I also had many issues in obtaining my replacement from managers who were demanding payments of $150.00 and rude store personnel and driving to 2 different stores.
Sincerely,
[redacted]