PROBLEM ACTIVITY REPORT Situation # 94184887 BBB of Chicago & Northern Illinois
Buyer dаta: Alber, Company Information: Sears Holdings Company
800 762-3049
Area Included: (just like above)
Customer's Unique Criticism:
I bought a heat-pump plus maintenace contract from Sears and had it mounted in my own house on May 8. On June 10 I experimented with record an issue with-it and obtain something call planned.in the last two times I've voiced to some dozen or even more individuals including people in the home office who're billed with client relationships. All have now been not able to plan something call, not able to have somebody contact me who might plan something call. Some have provided me wrong info, several have already been rude.
I'd like my money-back and my heat pump fixed.
Customer's Preferred Quality:
I'd like my money-back and my heat pump fixed.
BBB Running
06/12 internet BBB Criticism Obtained by BBB
06/12 internet BBB Associate or MIP Criticism Confirmed by BBB Owner
06/12 otto E-MAIL Deliver Reputation to Customer
06/12 otto BBB Advise MIP Person In Criticism
06/17 WEB BBB OBTAIN COMPANY REPLY: 6/17/08. I obtained the complaint submitted by Mr. Alber. I've approached him and quit a note on his house #. I also delivered him a contact to help in solving any problems he might be having using the HVAC system. When you have any concerns please contact me straight at 407-551-5415.
Truly,
Michele Compston
VESSEL Regulatory Criticism Expert
06/17 nvv E-MAIL Forward Company reaction to Customer
06/18 WEB BBB OBTAINED CUSTOMER REBUTTAL: (the customer suggested he or she DIDN'T take the reaction in the company.)
Hi,
I named Michelle today for that third-time. Voice-mail again. I also directed her a contact.
No responses. She named me once, delivered me one email. This really is common of the support and reaction I've familiar with Sears within this issue. Our criticism is available and getting worse.
Please turn this above Michelle. I don't think she's the capability to tackle my problem.
Thanks
George
Ms Compston named and quit me a voice-mail. I've delivered her phone twice, departing speech emails both occasions. I've not yet spoked together with her.
06/18 nvv BBB Forward Customer Rebuttal to Company
06/23 BBB MORE INFORMATION RECEIVED FROM THE CUSTOMER: Hi modification to my last remark. It had been Friday, June 18 that Michelle explained she'd contact me back from the end-of your day.
By 5 35 PM EDST, Monday June 23 she's not named me back or answered in virtually any other method.
May/23 bbb more information received from the customer: hello michelle,
On Thursday, June 19, you explained you'd contact me back prior to the end-of your day by having an update from your own "senior administration". I'm still awaiting your phone.
Sincerely,
George
Original Concept
From:
To: Michelle Compston
Cc:
Sent: Friday, June 18-11:36: 52 AM
Topic: Re: VESSEL #7905445
Hello,
I've named you twice and remaining style communications.
Today I also got an email from BBB seeking that I shut my criticism centered on your mail. Obviously, I declined that recommendation as well as in reality the truth that you'd genuinely believe that you can shut my criticism simply by calling and delivering a contact has created my discontent with Sears greater.
Incidentally, are you aware the standing of my Heat-Pump?
Sincerely,
George
Original Concept
From: Michelle Compston
To:
Sent: Tuesday, June 17 2: July: 09 PM
Topic: VESSEL #7905445
Mr.
Hello. How are you? Our name is Michele and that I work with Sears within the appropriate office. I'm writing for you in reaction to the criticism you submitted using the Better Business Office. I'd prefer to help solve any problems perhaps you are having using the AC program. I will help organize a scheduled appointment for the company in the future available, examine the system and correct whatever problems there are. Our contact info is supplied for you personally under, and that I anticipate reading from you quickly.
Truly,
Michele Compston
Regulatory Criticism Expert
(b) 407-551-5415
(f) 407-551-7188
Email: [email protected]
06/23 BBB MORE INFORMATION RECEIVED FROM THE CUSTOMER: nowadays, June 23, at about 5 35 I noticed from Michelle Compston via telephone who explained that her senior mgt had determined that my criticism had no merits. She called me to Ms. Rachel Cheek at 407 551 5408 who's a "Authorized Case Mgr" in Michelle's terms a paralegal. I believe it shows their perspective toward clients they might advance me to some lawyer - effectively not necessarily a lawyer, but paralegal.
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