May 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding the service on his washerAfter reviewing the service history and discussing the issue with [redacted] we authorized him for a replacement of the washer under the terms of his Service Smart Agreement (SSA)Ms [redacted] has been provided with the necessary information to select a new washer, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with the [redacted] approval, we have closed our fileWe apologize to the [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 27, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dishwasher Although we have completed our investigation of [redacted] complaint we have not been able to contact [redacted] We have left messages on the number provided in his complaint but have received no call backWe will be happy to assist [redacted] in getting the parts he is requesting unfortunately we need to confirm which brackets are needed as there are two different types and we will need information from [redacted] to assure we send him the correct ones [redacted] can contact me directly at [redacted] for further assistanceIn the interim, we will consider [redacted] matter closed, pending his response We apologize to [redacted] for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
November 21, [redacted] Better Business Bureau North Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent order According to our records [redacted] spoke with [redacted] from our Executive Office and he was able to resolve this matter to her satisfactionAccordingly, we respectfully ask that this matter be considered closedWe apologize to MsSzczesniak 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] Tell us why here
December 7, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to our previous response.As we stated in our original response, [redacted] will need to contact [redacted] directly, as they administer his credit card account, not Sears Optical [redacted] is the only party that can address his concerns with the amount of interest that has been charged to his account and make any adjustments if they determine that an error has been made in regard to the amount of interest that has been charged to [redacted] account With that said, since [redacted] has been directed to the correct party to explain and/or remedy his concerns with his interest rate on his credit card account, we ask that this matter remain closed.Again, we appreciate the opportunity to address this matter.Sincerely, [redacted]
January 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our stores which resulted in being dissatisfied with the customer service she received Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of store# ***, who states the following: There was a discrepancy in pricing due to change in pricing from when Ms [redacted] purchased the item and when she went to another storeI was personally involved in verifying the situation and apologized to Ms [redacted] for the miscommunication from the sales associate at the Rancho Store reporting that the sales associate at Victorville charged them incorrectly I also apologized to Ms [redacted] for having to come back to the store to explain the situation and personally called her the day the ordered cancelled to see if there was something we could do to save the saleMs***, at the time, accepted my explanation as I told them we could easily do an adjustment since they were within day time period but the order was already cancelled Ms [redacted] came back into the store last week disputing the claim on her credit statement regarding the gift card and I did give her another gift card replacing the one she was charged for as a customer service resolution 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]
March 15, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the fee we billed him for after visiting his home to assess his refrigerator.We first want to note that while [redacted] filed his complaint with the Revdex.com the end of October, it was not forwarded to us until the beginning of MarchHowever, while we did not receive his concerns via the Revdex.com we did receive the same complaint via the [redacted] We explained to them that when a consumer calls for a repair, all our call center agents can do is schedule an appointmentThese agents are not technicians and we do not provide estimates for repair over the phoneInstead, our agents read a script detailing that for a minimum fee, in this case $95.00, we will assess the appliance and provide a detailed diagnosis with the cost of any parts needed along with the labor costs to install themIf the estimate is accepted then that would be the only money due, and if it is not accepted, then the minimum fee would be dueWe also make it clear that all charges are payable at the time of our visitWhen our technician went to [redacted] home on April 7, 2015, he spent almost an hour thereHe found that the refrigerator needed a handle, motor, and switchboardHe gave a verbal estimate of what these parts would cost along with the labor to install them, and not only was our estimate declined, but the person present in the home did not even have the ability to pay the minimum, non-refundable diagnostic/trip fee of $plus tax since there was not a driver’s license to verify the information on the checkThe reason that [redacted] was not left a receipt was because no payment was given so the technician did not have any way to print out the receipt showing the estimate that was declinedIn those instances, we do bill our customers even though we are not set up to bill for our services, as it is the only way to try to recoup the monies that are owedWhen [redacted] filed his complaint with the other agency, he had already paid this bill in November so his account is now clearedWith that said, we used our resources to travel to [redacted] home and stay there an hour, and as such, feel he should be responsible for the minimum fee he agreed to pay when scheduling the repairThere is never an instance where the actual repair would be the same as the minimum fee because if a repair is needed, then there would be some type of cost involved for parts and laborBecause of this, we strongly doubt that our call center agent would have told [redacted] that the entire cost to repair his refrigerator, no matter what the problem was, would be only $We also would have liked to be able to provide proof of this by being able to listen to the call, but not only do we not record 100% of our calls, as this is only done for training purposes, but they are not retained for more than days and substantially more days than that have elapsed since the conversation took placeAt this time, since [redacted] has not presented any verifiable proof that he was given incorrect information, and his recollection of what he was told does not seem to correlate to information that is provided by our call schedulers, we do not find that he was given inaccurate information that would justify a refund; therefore we have closed our fileAgain, 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 concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
April 22, 2016Revdex.com [redacted] North Wabash Ave., Ste2006Chicago, IL 60611Our File No.: [redacted] Service order #: [redacted] Revdex.com Case # [redacted] Via: Revdex.com WebsiteDear [redacted] Thank you for allowing our office to assist you with the concern you recently brought to our attentionOn behalf of Sears please know that we do value MrHardas as a customer and apologize for any frustrations or inconveniences he may have experiencedThis letter serves to confirm that we have completed our investigation in regards to the above-referenced file.Sears is unable to assist [redacted] at this time due to the followingHe has a whole house remodel going on at his homeHe had a wall built that is seven inches from his a/c unit where all the electrical controls and the blower motor assembly would be accessedMoreover, during the construction of the wall [redacted] contractor removed the HVAC unit in questionHis contractor then reinstalled the unit within inches of the wall making it impossible to access the panel on the AC unitHe also built a cuddle hole in the wallThe cuddle hole is not safe and it is too dangerous for our tech to do service around that area [redacted] has verbally attacked three different technicians with profanity and threats after he was told we need access to service his unit.The unit is not working due to a bad motor that would be covered under the Protection Agreement if the unit was accessible to service and was not subjected to customer abuseThis unit is also no longer in code, with its proximity to the wall, which includes this inch curb that was built around itIn order for this part to be replaced, the tech would have to dismantle the panels to this unit and work from the top, but even then, we would be unable to take most of the panels out because you cannot unscrew them, due to the proximity to the wall and structureOne picture shows the tech in this access area, but it is impossible to remove the panel or work from that positionThe unit needs to be made accessible for us to service itAccording to the technical manager, the tech said this unit is out of code, due to the wall structures around the unit and because the unit does not have the minimum clearance of inchesWe cannot work on a unit that is out of code [redacted] will have to supply us with a permit completion, stating that as the unit stands now, it is within codeThe Product Repair Service (PRS) Department and Protection Agreement (PA) Department have been made aware of [redacted] complaintThey may cancel the PA as the unit is out code due to the wall structures.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist [redacted] ***
January 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint her recent order and the refund she claims was missing after the order was canceled According to our records, Ms [redacted] credit card was not charged for this orderWhat she may have been seeing was a hold, which would drop offThe gift card was used, but a replacement was issued on December 31, This gift card may take 10-business days to arrive Since we have provided the refund Ms [redacted] was due, we have closed our file 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] Specialist, Regulatory Complaints [redacted]
December 2, 2015Nita [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Macee [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] complaint regarding the requested replacement of her microwave.Upon receipt of Ms [redacted] complaint, we found that the microwave was replaced under the terms and conditions of the Master Protection Agreement by out Protection Agreement Benefits Association (PABA)Our records show the replacement was processed on November 22, with delivery on November 24, If Ms [redacted] is still in need of assistance she can contact PABA directly at 1-800-827-Since we have replaced Ms [redacted] microwave as requested and it is our understanding that this resolution was acceptable to Ms [redacted] we have closed our case.We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com
November 11, [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL [redacted] Dear [redacted] We have completed our investigation of [redacted] complaint regarding sooner service for her refrigerator.When we contacted *** [redacted] to set her next day service she informed the service unit that she was cancelling the service due to the costSince [redacted] has decided not to pursue service with A&E we have closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the multiple repairs of his washer.Upon receiving *** [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 $gift card which will be received in 7-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]
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order and his request for a full refund It is unfortunate that we failed Mr [redacted] expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted After researching the notes in his order, we found that Sears Online advised that the item was no longer availableHowever the warehouse indicated that they would contact Mr [redacted] to find out what parts were needed as they could simply ship the necessary parts at no cost to himWe apologize again for any inconvenience Mr [redacted] experienced with his order and hope that he will allow us an opportunity to provide him with a more seamless example of the type of customer service that we have built our reputation uponSince it is our understanding that Mr [redacted] is in direct contact with the warehouse, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she attempted to return her online orderOn May 16, we contacted [redacted] and honored her request to return her online order [redacted] confirmed that she had ordered items and wanted to return itemsWe agreed to honor her request and informed her that she would receive a refund upon receipt of the itemsAs clarification, credit is issued in the same form of payment, and in [redacted] case, she paid with a gift cardWe processed and emailed [redacted] return labels; however, due to a system issue we were unable to process return labels for of the itemsTherefore, we issued [redacted] a refund of $via separate gift cards for a total $She should receive the gift cards via email within 3-business daysWe also informed [redacted] that she can keep or donate the itemsAs previously stated, the refund for the remaining items will be issued upon receipt of the returnsIn the interim, since we have honored [redacted] request, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the numerous repairs on her refrigerator Upon receiving [redacted] *** complaint, we have reviewed her service history can understand why she was frustrated with her 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] refrigerator has been deemed as non-repairable and sent to Samsung for their review [redacted] should be hearing from Samsung, the manufacturer soon with regards to next steps That being said, because we have addressed [redacted] complaint, 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]
Initial Business Response / [redacted] (1000, 5, 2014/11/17) */ [redacted] We have completed the investigation of [redacted] complaint regarding her allegation that a tire fell off of her vehicle after having her oil changed at Sears Auto Center [redacted] Manager of the Sears Auto Center in the Crystal Mall, provided the following response: Sears Auto Center records indicate that the only service performed on [redacted] vehicle while in the Auto Center was an oil changeWhen a vehicle is in for an oil change, the tires are not removed from the vehicleA courtesy inspection is done on the vehicle, as with all inspections, if our technicians find an issue, they will note it on the paperwork and advise the consumer, as was done in this caseSince we have noted our response to [redacted] complaint, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [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 a recent order As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping chargesThe seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listingsOur Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual retune policies, which are accessible via a link on the page for the itemAs such, we would not be required to honor Mr [redacted] requestHowever, we are willing to consider granting it as a courtesyAt this time, we must verify the status of the dispute he allegedly claimed with his credit card company first, prior to issuing any sort of adjustmentOnce this is done, we will contact Mr [redacted] In the meantime, I may be reached via email at [redacted] during business hours if he has any other concerns In closure, 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] Specialist, Regulatory Complaints [redacted]
February 8, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that she was not provided with a copy of our return policyWe would first clarify that it is the consumer’s responsibility to make themselves familiar with a retailer’s return policy prior to making a purchaseBecause return policies can change and leave register tape that is outdated and can no longer be used, we no longer print our return policy on our register receipts and have not done so for some timeInstead, we have it posted online and it is accessible in our stores, and if asked, our associates can provide consumers with all the details applicable to their purchases With that said, our records indicate that while Ms [redacted] had passed the day timeline in which a refund was an option, since she was only a short time outside that when she first requested a refund, a courtesy exception was made for her and a refund was processed on December 13, 2015, as a mailed bank checkShe should have received that check within approximately 7-business days and we would assume she received it since we do not show she called back to indicate she did notWith that said, since Ms [redacted] was provided with her requested resolution, we have closed our fileWe 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] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because: my decision is final as wellI have disputed this with my financial institution once again and Sears will receive a chargeback and the account in question has been closed.Sincerely, [redacted] Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:These items were received as Christmas gifts , are goods purchased from Sears, and they are in the original unopened Sears packaging I believe there should be some way for me to exchange them for store credit since these were gift items received by me Please appeal Sears' decision and respectfully request that they offer some type of compensation in this extenuating circumstance Thank you for your help.I look forward to your response Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears Outlet [redacted] ***, Sears Delivery Solutions, Support Specialist provided the following response: After receiving [redacted] complaint I reviewed the sales checks associated with the purchase and have processed a refundThat said, [redacted] has been provided with her requested refund of $will post to her Sears [redacted] account ending in [redacted] in the next 3-business daysWe apologize that this issue was not resolved soonerSince we have provided [redacted] with her requested resolution, 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
May 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding the service on his washerAfter reviewing the service history and discussing the issue with [redacted] we authorized him for a replacement of the washer under the terms of his Service Smart Agreement (SSA)Ms [redacted] has been provided with the necessary information to select a new washer, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with the [redacted] approval, we have closed our fileWe apologize to the [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 27, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dishwasher Although we have completed our investigation of [redacted] complaint we have not been able to contact [redacted] We have left messages on the number provided in his complaint but have received no call backWe will be happy to assist [redacted] in getting the parts he is requesting unfortunately we need to confirm which brackets are needed as there are two different types and we will need information from [redacted] to assure we send him the correct ones [redacted] can contact me directly at [redacted] for further assistanceIn the interim, we will consider [redacted] matter closed, pending his response We apologize to [redacted] for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
November 21, [redacted] Better Business Bureau North Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent order According to our records [redacted] spoke with [redacted] from our Executive Office and he was able to resolve this matter to her satisfactionAccordingly, we respectfully ask that this matter be considered closedWe apologize to MsSzczesniak 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] Tell us why here
December 7, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to our previous response.As we stated in our original response, [redacted] will need to contact [redacted] directly, as they administer his credit card account, not Sears Optical [redacted] is the only party that can address his concerns with the amount of interest that has been charged to his account and make any adjustments if they determine that an error has been made in regard to the amount of interest that has been charged to [redacted] account With that said, since [redacted] has been directed to the correct party to explain and/or remedy his concerns with his interest rate on his credit card account, we ask that this matter remain closed.Again, we appreciate the opportunity to address this matter.Sincerely, [redacted]
January 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our stores which resulted in being dissatisfied with the customer service she received Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of store# ***, who states the following: There was a discrepancy in pricing due to change in pricing from when Ms [redacted] purchased the item and when she went to another storeI was personally involved in verifying the situation and apologized to Ms [redacted] for the miscommunication from the sales associate at the Rancho Store reporting that the sales associate at Victorville charged them incorrectly I also apologized to Ms [redacted] for having to come back to the store to explain the situation and personally called her the day the ordered cancelled to see if there was something we could do to save the saleMs***, at the time, accepted my explanation as I told them we could easily do an adjustment since they were within day time period but the order was already cancelled Ms [redacted] came back into the store last week disputing the claim on her credit statement regarding the gift card and I did give her another gift card replacing the one she was charged for as a customer service resolution 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]
March 15, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the fee we billed him for after visiting his home to assess his refrigerator.We first want to note that while [redacted] filed his complaint with the Revdex.com the end of October, it was not forwarded to us until the beginning of MarchHowever, while we did not receive his concerns via the Revdex.com we did receive the same complaint via the [redacted] We explained to them that when a consumer calls for a repair, all our call center agents can do is schedule an appointmentThese agents are not technicians and we do not provide estimates for repair over the phoneInstead, our agents read a script detailing that for a minimum fee, in this case $95.00, we will assess the appliance and provide a detailed diagnosis with the cost of any parts needed along with the labor costs to install themIf the estimate is accepted then that would be the only money due, and if it is not accepted, then the minimum fee would be dueWe also make it clear that all charges are payable at the time of our visitWhen our technician went to [redacted] home on April 7, 2015, he spent almost an hour thereHe found that the refrigerator needed a handle, motor, and switchboardHe gave a verbal estimate of what these parts would cost along with the labor to install them, and not only was our estimate declined, but the person present in the home did not even have the ability to pay the minimum, non-refundable diagnostic/trip fee of $plus tax since there was not a driver’s license to verify the information on the checkThe reason that [redacted] was not left a receipt was because no payment was given so the technician did not have any way to print out the receipt showing the estimate that was declinedIn those instances, we do bill our customers even though we are not set up to bill for our services, as it is the only way to try to recoup the monies that are owedWhen [redacted] filed his complaint with the other agency, he had already paid this bill in November so his account is now clearedWith that said, we used our resources to travel to [redacted] home and stay there an hour, and as such, feel he should be responsible for the minimum fee he agreed to pay when scheduling the repairThere is never an instance where the actual repair would be the same as the minimum fee because if a repair is needed, then there would be some type of cost involved for parts and laborBecause of this, we strongly doubt that our call center agent would have told [redacted] that the entire cost to repair his refrigerator, no matter what the problem was, would be only $We also would have liked to be able to provide proof of this by being able to listen to the call, but not only do we not record 100% of our calls, as this is only done for training purposes, but they are not retained for more than days and substantially more days than that have elapsed since the conversation took placeAt this time, since [redacted] has not presented any verifiable proof that he was given incorrect information, and his recollection of what he was told does not seem to correlate to information that is provided by our call schedulers, we do not find that he was given inaccurate information that would justify a refund; therefore we have closed our fileAgain, 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 concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
April 22, 2016Revdex.com [redacted] North Wabash Ave., Ste2006Chicago, IL 60611Our File No.: [redacted] Service order #: [redacted] Revdex.com Case # [redacted] Via: Revdex.com WebsiteDear [redacted] Thank you for allowing our office to assist you with the concern you recently brought to our attentionOn behalf of Sears please know that we do value MrHardas as a customer and apologize for any frustrations or inconveniences he may have experiencedThis letter serves to confirm that we have completed our investigation in regards to the above-referenced file.Sears is unable to assist [redacted] at this time due to the followingHe has a whole house remodel going on at his homeHe had a wall built that is seven inches from his a/c unit where all the electrical controls and the blower motor assembly would be accessedMoreover, during the construction of the wall [redacted] contractor removed the HVAC unit in questionHis contractor then reinstalled the unit within inches of the wall making it impossible to access the panel on the AC unitHe also built a cuddle hole in the wallThe cuddle hole is not safe and it is too dangerous for our tech to do service around that area [redacted] has verbally attacked three different technicians with profanity and threats after he was told we need access to service his unit.The unit is not working due to a bad motor that would be covered under the Protection Agreement if the unit was accessible to service and was not subjected to customer abuseThis unit is also no longer in code, with its proximity to the wall, which includes this inch curb that was built around itIn order for this part to be replaced, the tech would have to dismantle the panels to this unit and work from the top, but even then, we would be unable to take most of the panels out because you cannot unscrew them, due to the proximity to the wall and structureOne picture shows the tech in this access area, but it is impossible to remove the panel or work from that positionThe unit needs to be made accessible for us to service itAccording to the technical manager, the tech said this unit is out of code, due to the wall structures around the unit and because the unit does not have the minimum clearance of inchesWe cannot work on a unit that is out of code [redacted] will have to supply us with a permit completion, stating that as the unit stands now, it is within codeThe Product Repair Service (PRS) Department and Protection Agreement (PA) Department have been made aware of [redacted] complaintThey may cancel the PA as the unit is out code due to the wall structures.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist [redacted] ***
January 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint her recent order and the refund she claims was missing after the order was canceled According to our records, Ms [redacted] credit card was not charged for this orderWhat she may have been seeing was a hold, which would drop offThe gift card was used, but a replacement was issued on December 31, This gift card may take 10-business days to arrive Since we have provided the refund Ms [redacted] was due, we have closed our file 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] Specialist, Regulatory Complaints [redacted]
December 2, 2015Nita [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Macee [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] complaint regarding the requested replacement of her microwave.Upon receipt of Ms [redacted] complaint, we found that the microwave was replaced under the terms and conditions of the Master Protection Agreement by out Protection Agreement Benefits Association (PABA)Our records show the replacement was processed on November 22, with delivery on November 24, If Ms [redacted] is still in need of assistance she can contact PABA directly at 1-800-827-Since we have replaced Ms [redacted] microwave as requested and it is our understanding that this resolution was acceptable to Ms [redacted] we have closed our case.We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com
November 11, [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL [redacted] Dear [redacted] We have completed our investigation of [redacted] complaint regarding sooner service for her refrigerator.When we contacted *** [redacted] to set her next day service she informed the service unit that she was cancelling the service due to the costSince [redacted] has decided not to pursue service with A&E we have closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the multiple repairs of his washer.Upon receiving *** [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 $gift card which will be received in 7-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]
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order and his request for a full refund It is unfortunate that we failed Mr [redacted] expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted After researching the notes in his order, we found that Sears Online advised that the item was no longer availableHowever the warehouse indicated that they would contact Mr [redacted] to find out what parts were needed as they could simply ship the necessary parts at no cost to himWe apologize again for any inconvenience Mr [redacted] experienced with his order and hope that he will allow us an opportunity to provide him with a more seamless example of the type of customer service that we have built our reputation uponSince it is our understanding that Mr [redacted] is in direct contact with the warehouse, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she attempted to return her online orderOn May 16, we contacted [redacted] and honored her request to return her online order [redacted] confirmed that she had ordered items and wanted to return itemsWe agreed to honor her request and informed her that she would receive a refund upon receipt of the itemsAs clarification, credit is issued in the same form of payment, and in [redacted] case, she paid with a gift cardWe processed and emailed [redacted] return labels; however, due to a system issue we were unable to process return labels for of the itemsTherefore, we issued [redacted] a refund of $via separate gift cards for a total $She should receive the gift cards via email within 3-business daysWe also informed [redacted] that she can keep or donate the itemsAs previously stated, the refund for the remaining items will be issued upon receipt of the returnsIn the interim, since we have honored [redacted] request, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the numerous repairs on her refrigerator Upon receiving [redacted] *** complaint, we have reviewed her service history can understand why she was frustrated with her 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] refrigerator has been deemed as non-repairable and sent to Samsung for their review [redacted] should be hearing from Samsung, the manufacturer soon with regards to next steps That being said, because we have addressed [redacted] complaint, 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]
Initial Business Response / [redacted] (1000, 5, 2014/11/17) */ [redacted] We have completed the investigation of [redacted] complaint regarding her allegation that a tire fell off of her vehicle after having her oil changed at Sears Auto Center [redacted] Manager of the Sears Auto Center in the Crystal Mall, provided the following response: Sears Auto Center records indicate that the only service performed on [redacted] vehicle while in the Auto Center was an oil changeWhen a vehicle is in for an oil change, the tires are not removed from the vehicleA courtesy inspection is done on the vehicle, as with all inspections, if our technicians find an issue, they will note it on the paperwork and advise the consumer, as was done in this caseSince we have noted our response to [redacted] complaint, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [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 a recent order As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping chargesThe seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listingsOur Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual retune policies, which are accessible via a link on the page for the itemAs such, we would not be required to honor Mr [redacted] requestHowever, we are willing to consider granting it as a courtesyAt this time, we must verify the status of the dispute he allegedly claimed with his credit card company first, prior to issuing any sort of adjustmentOnce this is done, we will contact Mr [redacted] In the meantime, I may be reached via email at [redacted] during business hours if he has any other concerns In closure, 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] Specialist, Regulatory Complaints [redacted]
February 8, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that she was not provided with a copy of our return policyWe would first clarify that it is the consumer’s responsibility to make themselves familiar with a retailer’s return policy prior to making a purchaseBecause return policies can change and leave register tape that is outdated and can no longer be used, we no longer print our return policy on our register receipts and have not done so for some timeInstead, we have it posted online and it is accessible in our stores, and if asked, our associates can provide consumers with all the details applicable to their purchases With that said, our records indicate that while Ms [redacted] had passed the day timeline in which a refund was an option, since she was only a short time outside that when she first requested a refund, a courtesy exception was made for her and a refund was processed on December 13, 2015, as a mailed bank checkShe should have received that check within approximately 7-business days and we would assume she received it since we do not show she called back to indicate she did notWith that said, since Ms [redacted] was provided with her requested resolution, we have closed our fileWe 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] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because: my decision is final as wellI have disputed this with my financial institution once again and Sears will receive a chargeback and the account in question has been closed.Sincerely, [redacted] Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:These items were received as Christmas gifts , are goods purchased from Sears, and they are in the original unopened Sears packaging I believe there should be some way for me to exchange them for store credit since these were gift items received by me Please appeal Sears' decision and respectfully request that they offer some type of compensation in this extenuating circumstance Thank you for your help.I look forward to your response Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears Outlet [redacted] ***, Sears Delivery Solutions, Support Specialist provided the following response: After receiving [redacted] complaint I reviewed the sales checks associated with the purchase and have processed a refundThat said, [redacted] has been provided with her requested refund of $will post to her Sears [redacted] account ending in [redacted] in the next 3-business daysWe apologize that this issue was not resolved soonerSince we have provided [redacted] with her requested resolution, 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]