November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the charge he was billed to receive an in-home estimate for a repair of his washer.We would first note that for all customers scheduling a repair, they are advised in advance that we will give an estimate for the service needed and if our estimate is accepted then no further monies would be due and if it is declined, then a minimum fee of $would be due at the time of serviceWe are actually not set up to bill customers as all charges are due during our visitWith that said, in instances where a consumer absolutely refuses to pay us, instead of contacting law enforcement and/or filing charges for theft of services, we attempt to collect via the mailHowever, we do not report our collection efforts to any credit reporting agency, so it would have no impact on a person’s credit report.In [redacted] case he agreed to these terms when he scheduled the service call, and yet since the technician did not diagnose the washer in a way that [redacted] felt was accurate, even though he is not a technician and could not diagnose the problem himself, he refused to pay for the estimate providedThe truth is that our laundry technicians see hundreds of broken washers a month and they do not always need a long time and/or to take the washer apart to know what the problem isIn the case of the bearings or tub going out, it requires the replacement of the inner shell, the outer shell, the drum and shocks and the parts alone are generally more than the cost of the washerWhen labor is figured in, it does not usually make fiscal sense to pursue a repair, again depending upon the cost and age of the productTo help ease the sting of buying a new appliance rather than a repair that might have been considerably less, we do provide coupons towards a new purchase that can mitigate the expense of the in-home visitThese are just offered as a courtesy.With that said, while [redacted] was responsible to pay the minimum fee of $79.00, our customer support group agreed to waive the fee entirelyThis was done as an accommodation because the washer itself was a Kenmore brand and it was less than years oldThe billing was stopped on September 24, 2015, and the record was clearedIf [redacted] receives any further correspondence related to this debt that is dated after that day, then he is welcome to contact me directly so that I can assist furtherIn the interim, since we did agree to waive the fee for the estimate provided, we have closed our file.We apologize to MrMullally and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online orders and request for a free return label We would first like to apologize for any inconvenience Mr [redacted] may have experienced with this matterWe can understand his frustration with the series of events detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes we found Mr [redacted] had two recent ordersThe first order [redacted] was returned and a refund of $was processed on January 23, 2016, by the local storeFor Mr [redacted] records the return receipt number is [redacted] The second order [redacted] was returned and a refund of $was credited back to his [redacted] account ending in [redacted] and $was credited back to his Shop Your Way Rewards accountFor Mr [redacted] records the return receipt number is [redacted] We hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s rebuttal to our previous responses.We apologize if we were not clear before, but the button in question is not a reset buttonIt is just a button that forces the unit to go into an ice making cycle and it is used for diagnostic purposes only Sometimes it is referred to as the “fill” button or the “test” buttonThat is why the manufacturer, which is not Sears by the way, does not mention the functionIt does however mention the on/off switchMany times turning something off and on, generally referred to as “rebooting”, works as a reset; so if the ice maker was already in the on position, and Ms [redacted] states the technician turned it off and on, then that would be what reset itAgain, he would only have pushed the unseen button to test out the ice makerIf there was something more wrong with the ice maker, such as a bad valve, etc then either the test function would not have produced a cycle, or it might have cycled once when pushed but would not have continued cyclingRegardless though, Ms [redacted] contracted our services to diagnose what was wrong with the ice maker in her refrigerator, and we did this as it is now workingWe also understand that Ms [redacted] has filed a credit card disputeShe should be aware that the card issuer will usually provide a conditional credit but if we supply a copy of a signed receipt where she agreed to the charges, then generally the chargeback will be declined and the charge will go back on the accountWe just want her to be aware of this in the event that the refund from her card issuer turns out to not be official and the refund is removedWith that said, we remain willing to provide the offered $refund and if Ms [redacted] reconsiders she can contact me via email or phone to provide her credit card information so that we can issue a credit of $in the event her chargeback is not upheldThis offer will be open for the next days after which time it will become null and voidIn the interim, since we remain willing to provide the partial refund that was already offered and declined by Ms [redacted] , we have closed our file.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: ***[redacted] @searshc.com
January 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order It is unfortunate that we failed Mr [redacted] expectations as we value his patronage We can understand his frustration with the series of events detailed in his complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in his online order, we found that Sears Online processed a refund of $in the form of a gift card which shipped out on January 4, Additionally, a gift card of $shipped out on January 12, Mr [redacted] should allow up to business days to receive them in the mailWith that said, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund 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
Complaint: [redacted] I am rejecting this response because: The statement that this is second failure is incorrectThe diverted motor failed again in July of 2015, six month after the first repair in December and there is a Revdex.com complaint against SEARS to that effectAt that time, SEARS service department found the motor leaking again and replaced itThey attempted to charge me for the repair but after the complaint they refunded the service chargeExactly days later the motor locks up again and the dishwasher failed and SEARS again needed almost two weeks to send a service man to address the situation and attempted to collect a service feeThis dishwasher in little over a year of ownership has failed three timesEvery single time the issue was related to the diverter motorI will not buy extended service from SEARS because of my experience with their service thus far in terms of extremely delayed response times and poor customer serviceI think this dishwasher is a lemon and I wonder how many service calls it will take before SEARS acknowledge that this is caseI have records of all service calls and failuresI ask the Revdex.com to not close this issue Sincerely, [redacted]
Complaint: I am rejecting this response because: The business is not telling the truth regarding providing me with a clearly worded warranty from their laptop refurbisher at the time of purchaseIn fact, the warranty, as I've shown in the scanned documents, states that the period is days OR daysWhen I called Sears, their representatives stated to me not to worry and go by the day warrantyIt is despicable for this large corporation to fail standing up for the products their affiliated refurbishers sell on the Sears websiteNeedless to say I will never buy anything else ever from Sears due to their deceptive practices that they allow their laptop refurbishers to conduct Sincerely, Edgar [redacted]
May 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to our previous response It is unfortunate that Ms [redacted] remains dissatisfied and it is her prerogative to pursue this matter in [redacted] Ms [redacted] can forward any legal documents to our corporate office at Sears Holdings Corporation, [redacted] In the interim, we ask that this matter be closed, as the Revdex.com is no longer the correct forum for resolution Sincerely, [redacted] Regulatory Complaints Specialist
December 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] ***Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the purchase of her tires that do not hold air.Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] District Service Manager Mr [redacted] called Ms [redacted] and apologized for her tires and offered to replace her tires to which she accepted That being said, because we have provided Ms [redacted] with her requested resolution, 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]
December 10, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Kelly [redacted] Dear Ms [redacted] ,We have completed the investigation of Mrs [redacted] ’s complaint regarding her dissatisfaction with our customer service and non-receipt of a $discount she was offered as compensation for a scratch on the door of her new refrigeratorIt is unfortunate that we failed Mrs [redacted] ’s expectations when she recently purchased a refrigerator from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that the Customer Solutions associate Mrs [redacted] spoke with offered the discount but failed to gather the account information needed to issue the credit Therefore, they attempted to reach her the following day, October 18, 2016, and left a message asking her to call back with her account information, but the case manager’s notes indicate that Mrs [redacted] did not reply Our records show that Mrs [redacted] spoke with sears.com instead on December 7, 2015, and at that time the credit was issued to her Sears account However, Mrs [redacted] asked, and continues to ask in her Revdex.com (Revdex.com) correspondence, to return her refrigerator for a full refund Unfortunately, this is no longer an option available to her since her purchase date exceeds our stated day return policy With that having been said, we would be willing to offer Mrs [redacted] a $Sears/Kmart gift card solely as a good will gesture and apology for the delay she experienced Mrs [redacted] may reply via the Revdex.com or contact Regulatory Complaint Specialist Nicki [redacted] at [redacted] within days from the date of this letter if she would like to accept our offer Until we receive Mrs [redacted] response, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Mrs [redacted] comments and an equitable resolution has been proposedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
Complaint: [redacted] I am rejecting this response because:The [redacted] Washer was damage when it arrived to me on the day of Jan.29,.And I refused to accept it due to the damages of the washer Sincerely, [redacted] ***
November 30, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Madonna [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with our customer service and failure to return the power cord for her sewing machine.It is unfortunate that we failed Ms [redacted] ’s expectations when she recently requested a repair from Sears We value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that on November 5, 2015, we ordered a new power cord and foot pedal to be shipped directly to Ms [redacted] ’s home at no cost to her Therefore, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms [redacted] will allow us an opportunity to provide her with 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] ’s comments and and an equitable resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
December 2, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding interest charged on his dental bill.Upon receiving [redacted] complaint, we contacted [redacted] with Sears DentalShe responded that [redacted] paid $3,on September 19, 2013, under a 0% interest promotion She further stated that Sears Dental does not charge interest, and if he has accrued any interest, he will need to contact Citibank directly, as they are the administrator of his Sears account Additionally, [redacted] advised that the billing was explained to [redacted] on December 1, 2015, by her insurance company and she stated that she understood Again, if [redacted] has any further questions regarding his 0% interest promotion, he will need to speak with Citibank In the interim, we ask that this matter be closed.We appreciate the opportunity to address this matter.Sincerely, [redacted]
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from the Sears Outlet in Livonia [redacted] , Manager of the Livonia Sears Outlet provided the following response:I would first like to apologize to [redacted] for the issues she is encountering with her [redacted] refrigeratorThat said, I have a replacement refrigerator for [redacted] that we can deliver to her homeI would like [redacted] to contact me at [redacted] at her convenience so I can discuss the exchange process with herSince we have noted our intent to replace [redacted] refrigerator, we ask that this complaint be closed pending further contactWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Complaint: [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 storeI can accept the service charge and repair feeBut its an unfair practice to inflate the cost of the part, just because it was an in home service repairI would like to be refunded for the overcharge Sincerely, [redacted]
December 14, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Jason [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] complaint regarding the problems he encountered when he attempted to redeem his Shop Your Way Rewards (SYWR) points and our online customer service.Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experienced with our online customer serviceWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.According to our records, on November 30, Mr [redacted] provided us with a copy of the email he received with our surprise point offer We notified Mr [redacted] that we were unable to determine why the surprise points did not work on his online order However, we did inform him that a common possibility could be that surprise points cannot be combined with any other SYWR points offer, discounts or coupons For customer satisfaction, on November 30, we applied 25,SYWR points to Mr [redacted] ’s account; which is equivalent to $ With that being said, since we have addressed the issues brought forth in Mr [redacted] ’s complaint we have closed our file.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,Matilda [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directMatilda[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: I the grounds that the garage is still working on the issue and I am being charged monthly for the interest on my sears card it is not as easy as to plug a read in to the [redacted] and read what happened most garages around this area are backup so it will take time for my [redacted] to be looked over and figured out all the problemsbottom line is I take a fully working vehicle to sears garage and I get a non working one backit wont drive it barley starts and wont stay running at this timeonce again I will pay for the parts and fluids that where used on my [redacted] but I refuse to pay them for the labor at this point and if future cost arise from this which im sure there will they be held accountable and pay the cost this should never happen to anyone they need to be held accountable Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions [redacted] Sears Garage Solutions, Quality Control Manager provided the following response: The [redacted] service has been rescheduled for the 21stth If Ms [redacted] has any additional concerns, she can contact my office at [redacted] or via email at [redacted] Since we have noted that [redacted] appointment has been rescheduled, we ask that this complaint be closed pending further contactWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 9, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for a repair to his washerWe would first like to apologize that [redacted] somehow misinterpreted our pricing policies to mean that our minimum fee would be deducted from his repair costWhat we explain is that for a minimum fee of $we will travel to the home and provide an estimate of the prospective repairs neededIf the estimate is accepted then only that amount is due but if it is declined, then the minimum fee would be owedWe do not say it will be deducted from the estimateIn [redacted] case that means that the charges he was assessed for service were correct and he would not have been owed any refundWith that said, since the time that [redacted] filed, he had another service order under his 90-day repair guaranteeDuring that call it was determined that the washer needed a new electronic control board, and while he would not have had to pay any further labor costs, the cost of the new part would have been considered a new estimateSince [redacted] declined to proceed with the further estimate for repairs, he would have been entitled at that point to receive a refund for everything except the $non-refundable minimum trip/diagnostic chargeAt this point though, we are unsure as to whether [redacted] actually ever received this refund for $If he has not, we would ask him to contact us and provide the first digits of his digit [redacted] card ending in [redacted] we would then be able to research our systems to see if any credits were issued and if not, issue a refund totaling $He is welcome to email me at [redacted] or call me at [redacted] to provide that informationIn the interim, since we have explained the further developments with [redacted] repair and the fact that we are willing to refund him for all charges above the non-refundable minimum fee of $79.00, we have closed our case pending his response Again, we apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
February 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that her new oven did not exactly match the same cut-out that was needed for the oven she was replacingAs clarification, the installation order that Ms [redacted] signed indicated that we are not responsible for any modifications that might be neededThere is no “standard” cut-out when it comes to buiovens and the cut-out needed can change depending upon the size of the oven, and whether the newer version has more or less of a the area around the controls along with any trim around the edgesIf Ms [redacted] was not happy that the new oven was going to require modifications to her cabinetry, she could have refused the installation and returned the ovenInstead she had the oven installed and agreed to the charges they assessed to minimize the gap as much as they were able with a trim kitHowever, our installers are not carpenters and if further modification was needed in excess of what a trim kit could cover, then this would be something they would financially be responsible for providing on their ownSince Sears would not be responsible for the existing cabinetry or prior cut-out, we have closed our fileWe apologize to MsSenechal for the delay in answering her concernsWe have been using a new system with the Revdex.com and have had several issues that have caused us delay, but we believe these are all corrected nowWe appreciate the opportunity to address this matter and please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] *** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding appliances purchased from the Sears in Sterling[redacted] Sears Hometown Stores District Sales Manager provided the following response:We have resolved [redacted] complaint to her satisfactionThe stove has been exchanged and we reprocessed the sale of the appliances and provided a 15% sales adjustment per [redacted] request [redacted] also purchased two pedestals for her washer and dryerAn additional $sales adjustment was provided due to an imperfection on the side of the stoveMoving forward, if I can be of any additional assistance to [redacted] she can reach me at [redacted] That said, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the charge he was billed to receive an in-home estimate for a repair of his washer.We would first note that for all customers scheduling a repair, they are advised in advance that we will give an estimate for the service needed and if our estimate is accepted then no further monies would be due and if it is declined, then a minimum fee of $would be due at the time of serviceWe are actually not set up to bill customers as all charges are due during our visitWith that said, in instances where a consumer absolutely refuses to pay us, instead of contacting law enforcement and/or filing charges for theft of services, we attempt to collect via the mailHowever, we do not report our collection efforts to any credit reporting agency, so it would have no impact on a person’s credit report.In [redacted] case he agreed to these terms when he scheduled the service call, and yet since the technician did not diagnose the washer in a way that [redacted] felt was accurate, even though he is not a technician and could not diagnose the problem himself, he refused to pay for the estimate providedThe truth is that our laundry technicians see hundreds of broken washers a month and they do not always need a long time and/or to take the washer apart to know what the problem isIn the case of the bearings or tub going out, it requires the replacement of the inner shell, the outer shell, the drum and shocks and the parts alone are generally more than the cost of the washerWhen labor is figured in, it does not usually make fiscal sense to pursue a repair, again depending upon the cost and age of the productTo help ease the sting of buying a new appliance rather than a repair that might have been considerably less, we do provide coupons towards a new purchase that can mitigate the expense of the in-home visitThese are just offered as a courtesy.With that said, while [redacted] was responsible to pay the minimum fee of $79.00, our customer support group agreed to waive the fee entirelyThis was done as an accommodation because the washer itself was a Kenmore brand and it was less than years oldThe billing was stopped on September 24, 2015, and the record was clearedIf [redacted] receives any further correspondence related to this debt that is dated after that day, then he is welcome to contact me directly so that I can assist furtherIn the interim, since we did agree to waive the fee for the estimate provided, we have closed our file.We apologize to MrMullally and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online orders and request for a free return label We would first like to apologize for any inconvenience Mr [redacted] may have experienced with this matterWe can understand his frustration with the series of events detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes we found Mr [redacted] had two recent ordersThe first order [redacted] was returned and a refund of $was processed on January 23, 2016, by the local storeFor Mr [redacted] records the return receipt number is [redacted] The second order [redacted] was returned and a refund of $was credited back to his [redacted] account ending in [redacted] and $was credited back to his Shop Your Way Rewards accountFor Mr [redacted] records the return receipt number is [redacted] We hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s rebuttal to our previous responses.We apologize if we were not clear before, but the button in question is not a reset buttonIt is just a button that forces the unit to go into an ice making cycle and it is used for diagnostic purposes only Sometimes it is referred to as the “fill” button or the “test” buttonThat is why the manufacturer, which is not Sears by the way, does not mention the functionIt does however mention the on/off switchMany times turning something off and on, generally referred to as “rebooting”, works as a reset; so if the ice maker was already in the on position, and Ms [redacted] states the technician turned it off and on, then that would be what reset itAgain, he would only have pushed the unseen button to test out the ice makerIf there was something more wrong with the ice maker, such as a bad valve, etc then either the test function would not have produced a cycle, or it might have cycled once when pushed but would not have continued cyclingRegardless though, Ms [redacted] contracted our services to diagnose what was wrong with the ice maker in her refrigerator, and we did this as it is now workingWe also understand that Ms [redacted] has filed a credit card disputeShe should be aware that the card issuer will usually provide a conditional credit but if we supply a copy of a signed receipt where she agreed to the charges, then generally the chargeback will be declined and the charge will go back on the accountWe just want her to be aware of this in the event that the refund from her card issuer turns out to not be official and the refund is removedWith that said, we remain willing to provide the offered $refund and if Ms [redacted] reconsiders she can contact me via email or phone to provide her credit card information so that we can issue a credit of $in the event her chargeback is not upheldThis offer will be open for the next days after which time it will become null and voidIn the interim, since we remain willing to provide the partial refund that was already offered and declined by Ms [redacted] , we have closed our file.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: ***[redacted] @searshc.com
January 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order It is unfortunate that we failed Mr [redacted] expectations as we value his patronage We can understand his frustration with the series of events detailed in his complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in his online order, we found that Sears Online processed a refund of $in the form of a gift card which shipped out on January 4, Additionally, a gift card of $shipped out on January 12, Mr [redacted] should allow up to business days to receive them in the mailWith that said, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund 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
Complaint: [redacted] I am rejecting this response because: The statement that this is second failure is incorrectThe diverted motor failed again in July of 2015, six month after the first repair in December and there is a Revdex.com complaint against SEARS to that effectAt that time, SEARS service department found the motor leaking again and replaced itThey attempted to charge me for the repair but after the complaint they refunded the service chargeExactly days later the motor locks up again and the dishwasher failed and SEARS again needed almost two weeks to send a service man to address the situation and attempted to collect a service feeThis dishwasher in little over a year of ownership has failed three timesEvery single time the issue was related to the diverter motorI will not buy extended service from SEARS because of my experience with their service thus far in terms of extremely delayed response times and poor customer serviceI think this dishwasher is a lemon and I wonder how many service calls it will take before SEARS acknowledge that this is caseI have records of all service calls and failuresI ask the Revdex.com to not close this issue Sincerely, [redacted]
Complaint: I am rejecting this response because: The business is not telling the truth regarding providing me with a clearly worded warranty from their laptop refurbisher at the time of purchaseIn fact, the warranty, as I've shown in the scanned documents, states that the period is days OR daysWhen I called Sears, their representatives stated to me not to worry and go by the day warrantyIt is despicable for this large corporation to fail standing up for the products their affiliated refurbishers sell on the Sears websiteNeedless to say I will never buy anything else ever from Sears due to their deceptive practices that they allow their laptop refurbishers to conduct Sincerely, Edgar [redacted]
May 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to our previous response It is unfortunate that Ms [redacted] remains dissatisfied and it is her prerogative to pursue this matter in [redacted] Ms [redacted] can forward any legal documents to our corporate office at Sears Holdings Corporation, [redacted] In the interim, we ask that this matter be closed, as the Revdex.com is no longer the correct forum for resolution Sincerely, [redacted] Regulatory Complaints Specialist
December 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] ***Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the purchase of her tires that do not hold air.Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] District Service Manager Mr [redacted] called Ms [redacted] and apologized for her tires and offered to replace her tires to which she accepted That being said, because we have provided Ms [redacted] with her requested resolution, 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]
December 10, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Kelly [redacted] Dear Ms [redacted] ,We have completed the investigation of Mrs [redacted] ’s complaint regarding her dissatisfaction with our customer service and non-receipt of a $discount she was offered as compensation for a scratch on the door of her new refrigeratorIt is unfortunate that we failed Mrs [redacted] ’s expectations when she recently purchased a refrigerator from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that the Customer Solutions associate Mrs [redacted] spoke with offered the discount but failed to gather the account information needed to issue the credit Therefore, they attempted to reach her the following day, October 18, 2016, and left a message asking her to call back with her account information, but the case manager’s notes indicate that Mrs [redacted] did not reply Our records show that Mrs [redacted] spoke with sears.com instead on December 7, 2015, and at that time the credit was issued to her Sears account However, Mrs [redacted] asked, and continues to ask in her Revdex.com (Revdex.com) correspondence, to return her refrigerator for a full refund Unfortunately, this is no longer an option available to her since her purchase date exceeds our stated day return policy With that having been said, we would be willing to offer Mrs [redacted] a $Sears/Kmart gift card solely as a good will gesture and apology for the delay she experienced Mrs [redacted] may reply via the Revdex.com or contact Regulatory Complaint Specialist Nicki [redacted] at [redacted] within days from the date of this letter if she would like to accept our offer Until we receive Mrs [redacted] response, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Mrs [redacted] comments and an equitable resolution has been proposedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
Complaint: [redacted] I am rejecting this response because:The [redacted] Washer was damage when it arrived to me on the day of Jan.29,.And I refused to accept it due to the damages of the washer Sincerely, [redacted] ***
November 30, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Madonna [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with our customer service and failure to return the power cord for her sewing machine.It is unfortunate that we failed Ms [redacted] ’s expectations when she recently requested a repair from Sears We value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that on November 5, 2015, we ordered a new power cord and foot pedal to be shipped directly to Ms [redacted] ’s home at no cost to her Therefore, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms [redacted] will allow us an opportunity to provide her with 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] ’s comments and and an equitable resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
December 2, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding interest charged on his dental bill.Upon receiving [redacted] complaint, we contacted [redacted] with Sears DentalShe responded that [redacted] paid $3,on September 19, 2013, under a 0% interest promotion She further stated that Sears Dental does not charge interest, and if he has accrued any interest, he will need to contact Citibank directly, as they are the administrator of his Sears account Additionally, [redacted] advised that the billing was explained to [redacted] on December 1, 2015, by her insurance company and she stated that she understood Again, if [redacted] has any further questions regarding his 0% interest promotion, he will need to speak with Citibank In the interim, we ask that this matter be closed.We appreciate the opportunity to address this matter.Sincerely, [redacted]
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from the Sears Outlet in Livonia [redacted] , Manager of the Livonia Sears Outlet provided the following response:I would first like to apologize to [redacted] for the issues she is encountering with her [redacted] refrigeratorThat said, I have a replacement refrigerator for [redacted] that we can deliver to her homeI would like [redacted] to contact me at [redacted] at her convenience so I can discuss the exchange process with herSince we have noted our intent to replace [redacted] refrigerator, we ask that this complaint be closed pending further contactWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Complaint: [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 storeI can accept the service charge and repair feeBut its an unfair practice to inflate the cost of the part, just because it was an in home service repairI would like to be refunded for the overcharge Sincerely, [redacted]
December 14, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Jason [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] complaint regarding the problems he encountered when he attempted to redeem his Shop Your Way Rewards (SYWR) points and our online customer service.Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experienced with our online customer serviceWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.According to our records, on November 30, Mr [redacted] provided us with a copy of the email he received with our surprise point offer We notified Mr [redacted] that we were unable to determine why the surprise points did not work on his online order However, we did inform him that a common possibility could be that surprise points cannot be combined with any other SYWR points offer, discounts or coupons For customer satisfaction, on November 30, we applied 25,SYWR points to Mr [redacted] ’s account; which is equivalent to $ With that being said, since we have addressed the issues brought forth in Mr [redacted] ’s complaint we have closed our file.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,Matilda [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directMatilda[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: I the grounds that the garage is still working on the issue and I am being charged monthly for the interest on my sears card it is not as easy as to plug a read in to the [redacted] and read what happened most garages around this area are backup so it will take time for my [redacted] to be looked over and figured out all the problemsbottom line is I take a fully working vehicle to sears garage and I get a non working one backit wont drive it barley starts and wont stay running at this timeonce again I will pay for the parts and fluids that where used on my [redacted] but I refuse to pay them for the labor at this point and if future cost arise from this which im sure there will they be held accountable and pay the cost this should never happen to anyone they need to be held accountable Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions [redacted] Sears Garage Solutions, Quality Control Manager provided the following response: The [redacted] service has been rescheduled for the 21stth If Ms [redacted] has any additional concerns, she can contact my office at [redacted] or via email at [redacted] Since we have noted that [redacted] appointment has been rescheduled, we ask that this complaint be closed pending further contactWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 9, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for a repair to his washerWe would first like to apologize that [redacted] somehow misinterpreted our pricing policies to mean that our minimum fee would be deducted from his repair costWhat we explain is that for a minimum fee of $we will travel to the home and provide an estimate of the prospective repairs neededIf the estimate is accepted then only that amount is due but if it is declined, then the minimum fee would be owedWe do not say it will be deducted from the estimateIn [redacted] case that means that the charges he was assessed for service were correct and he would not have been owed any refundWith that said, since the time that [redacted] filed, he had another service order under his 90-day repair guaranteeDuring that call it was determined that the washer needed a new electronic control board, and while he would not have had to pay any further labor costs, the cost of the new part would have been considered a new estimateSince [redacted] declined to proceed with the further estimate for repairs, he would have been entitled at that point to receive a refund for everything except the $non-refundable minimum trip/diagnostic chargeAt this point though, we are unsure as to whether [redacted] actually ever received this refund for $If he has not, we would ask him to contact us and provide the first digits of his digit [redacted] card ending in [redacted] we would then be able to research our systems to see if any credits were issued and if not, issue a refund totaling $He is welcome to email me at [redacted] or call me at [redacted] to provide that informationIn the interim, since we have explained the further developments with [redacted] repair and the fact that we are willing to refund him for all charges above the non-refundable minimum fee of $79.00, we have closed our case pending his response Again, we apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
February 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that her new oven did not exactly match the same cut-out that was needed for the oven she was replacingAs clarification, the installation order that Ms [redacted] signed indicated that we are not responsible for any modifications that might be neededThere is no “standard” cut-out when it comes to buiovens and the cut-out needed can change depending upon the size of the oven, and whether the newer version has more or less of a the area around the controls along with any trim around the edgesIf Ms [redacted] was not happy that the new oven was going to require modifications to her cabinetry, she could have refused the installation and returned the ovenInstead she had the oven installed and agreed to the charges they assessed to minimize the gap as much as they were able with a trim kitHowever, our installers are not carpenters and if further modification was needed in excess of what a trim kit could cover, then this would be something they would financially be responsible for providing on their ownSince Sears would not be responsible for the existing cabinetry or prior cut-out, we have closed our fileWe apologize to MsSenechal for the delay in answering her concernsWe have been using a new system with the Revdex.com and have had several issues that have caused us delay, but we believe these are all corrected nowWe appreciate the opportunity to address this matter and please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] *** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding appliances purchased from the Sears in Sterling[redacted] Sears Hometown Stores District Sales Manager provided the following response:We have resolved [redacted] complaint to her satisfactionThe stove has been exchanged and we reprocessed the sale of the appliances and provided a 15% sales adjustment per [redacted] request [redacted] also purchased two pedestals for her washer and dryerAn additional $sales adjustment was provided due to an imperfection on the side of the stoveMoving forward, if I can be of any additional assistance to [redacted] she can reach me at [redacted] That said, we ask that this complaint be closedWe 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]