A & E Factory Services

Initial Business Response / [redacted] (1000, 8, 2015/06/01) */ June 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] B [redacted] Dear Ms [redacted] We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with the delay of the repair of her washer due to multiple reschedules Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further [redacted] Higgins, District Operations Manager from service unit 8409, made multiple attempts to contact Ms [redacted] and left voicemails with his contact informationSince she has not responded, we are unable to discuss her concerns regarding the rescheduled appointments As clarification, the warranty to service the washer is not held by A&E Factory ServiceWe are contracted by Lowe's to provide warranty service and any questions regarding her request for a replacement or the terms of the manufacturer's warranty, would have to be directed to Lowe'sWith that being said, our records show that on May 15, our technician completed the repair and confirmed that it is working within specificationsSince we have no other responsibilities, other than to provide service and this has already been done, we ask to have this matter closed Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist A&E Factory Services XXX-XXX-XXXX direct

Initial Business Response / [redacted] (1000, 10, 2015/07/23) */ July 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have been unable to complete the investigation of [redacted] complaint regarding his dissatisfaction with the service provided by our technician on his washer and dryer; as well as, the problems he encountered with customer service [redacted] , District Operations Supervisor for Unit [redacted] made multiple attempts to contact Mr [redacted] and left voicemails with her contact informationSince he has not responded, we are unable to resolve Mr [redacted] issue until we have the opportunity to discuss the matter with himHe may contact [redacted] at (XXX) XXX-XXXX or via email at [redacted] @searshc.comIn the interim, we will consider this matter closed, pending his response Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist A&E Factory Services XXX-XXX-XXXX direct Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company continues to NOT ACKNOWLEGE thier RESPONSIBILITY, ACCOUNTABILITY, and CONTINUAL DISRESPECT THEY HAVE SHOWN IN THIER CALLOUS LACK OF RESPONSE TO ADDRESS THE SPECIFIC ISSUES OF THIER PATHETIC SERVICE RENDETED UNTO ME:-((( Final Business Response / [redacted] (4000, 18, 2015/08/18) */ August 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Mr [redacted] rebuttal to our response regarding his dissatisfaction with the service provided by our technician on his washer and dryer; as well as, the problems he encountered with customer service On August 12, 2015, [redacted] District Manager for Unit [redacted] reached out to Mr [redacted] to discuss his concernsIt is unfortunate that we failed Mr [redacted] expectations when he recently scheduled a washer repairWe value Mr [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe 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 furtherMr[redacted] provided Mr[redacted] his direct phone number and requested that he him in the future if he is willing to let us prove our expertise in appliance repair in the futureFor his inconvenience, we issued Mr [redacted] a $gift cardWith that being said, since have addressed the concerns brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist A&E Factory Service XXX-XXX-XXXX

Revdex.com:I had Day's Appliance Repair come to my house and they did NOT charge me because NO parts were needed The Sears Tech had no clue what he was doing and charged me for labor that was never performed and parts that were never used I would hope that Sears would refund my money since they did nothing and the tech was scamming me I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/09/30) */ Contact Name and Title: [redacted] Contact Email: [redacted] September 30, [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 dissatisfaction at having her service appointment rescheduled for her dishwasher We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledWhile there are various factors that can cause this to happen, most commonly it is due to a technician calling in sick or leaving early due to illness, truck problems including breakdowns, and a technician that ends up needing to spend a longer amount of time at one stopIn the event that something of this nature does happen, we do try to identify the possibility of a cancellation as soon as we are able so that we can notify the affected parties as quickly as possibleOur service records indicate that Ms[redacted] dishwasher was repaired on September 17, and is now working as designedAt this time, since we have noted Ms[redacted] concerns and we have explained why her issue may have occurred, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist Direct Line: [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/09/25) */ September 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the service quality and the multiple service attempts on her dishwasher and her request for a full refund It is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a dishwasher repairWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms[redacted] may have experiencedWe want to assure Ms[redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further As clarification, A&E Factory Service does have a 90-day Service Guarantee and would require a technician to return, diagnose and repair the unit at no additional cost for laborAs a good-will gesture, on September 24, we issued Ms[redacted] a credit of $on her credit card ending in***It should post to her account within business daysWith that being said, since we have provided Ms[redacted] with her desired resolution, we have close our file Again, we apologize to Ms[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist A&E Factory Service XXX-XXX-XXXX direct

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

March 31, [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 dissatisfaction with the problems he encountered with the parts delivery for the repair of his microwave and the char**s he incurred for the incomplete service It is unfortunate that we failed Mr [redacted] expectations when he recently scheduled a microwave repairWe value Mr [redacted] patrona**, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe 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 We contacted Mr [redacted] and he confirmed that he never received the part because [redacted] would not release the packa [redacted] to him since it was listed under someone else’s nameIt was discovered that the order was listed under the technician’s nameWe apologize that Mr [redacted] was not ordered another part when he called our customer service to report the delivery issueSince Mr [redacted] did not receive the part, he cancelled the service order and the system automatically issue an invoice for the part and the diagnosis performed by the technicianAccording to our records, Mr [redacted] paid the invoice; however, the microwave service was not completedWe offered to reorder the part and schedule service to install the part; Mr [redacted] agreedWe ordered the part and service is scheduled for April 4, for our technician to install the part at no additional char [redacted] to Mr***In the interim, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [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 bill she was sent for charges stemming from a service visit we scheduled on her refrigerator.We would note that when a consumer schedules a repair with us, they are informed there will be a $minimum, non-refundable fee to come out and assess their appliance and provide an estimate for repairThis fee helps cover our expenses for traveling to a home and the labor while there In [redacted] case, our technician went to her home and spent minutes attempting to discover what caused the ice blockageUnfortunately the blockage was so bad, that it needed to be defrosted, which takes more time than we have to just have our technician sit around and waitIn good faith the technician did not collect our standard fee at that time, because he thought [redacted] was going to allow us to come back out once it was defrosted, so that we could assess the situation furtherHe indicated that this second visit would not incur a second minimum fee as it would be covered under the originalWith that said, [redacted] did not have us come back out and we ended up not receiving any payment for our services even though we spent time traveling to her home, and being in her home to assess the refrigerator It was certainly not our technician’s fault that the refrigerator had so much ice that it could not be assessed properly and yet in good faith we were willing to make another trip out once it had defrostedSince we did not return, we had no other choice but to bill [redacted] for the minimum fee she was responsible to payOur records indicate that she paid this valid charge on November 3, 2015, and since it was valid, she would not be entitled to a refundHowever, we still remain willing to go back out to assess the refrigerator if just the act of defrosting it did not resolve her issueSince so much time has elapsed though, this offer cannot remain open indefinitely so we ask [redacted] to contact me directly at [redacted] by November 26, 2015, if she would like to have us schedule this call at no chargeIn the interim, since we have explained why we had to bill [redacted] and remain willing to provide further diagnostic services if the defrost did not resolve the issue, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Contact Name and Title: [redacted] September 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the failure of a part outside of warranty and his contention it failed because it was rebuilt We would like to clarify that the part was represented on the receipt as being rebuilt and our price brand new for the same part was $versus the rebuilt price of $before taxAdditionally, our technician only charged our minimum trip/diagnostic fee of $84.99, rather than the actual fee for replacing an icemaker which would have been almost $moreOn the receipt it also indicated that the warranty time for both parts and labor was 90-daysWhile we can understand that Mr[redacted] was upset that the part had issues after that time frame, he should be aware that we do not actually manufacture any parts and our parts are supplied by the manufacturerIn this case it sounds like Whirlpool made an accommodation for providing Mr[redacted] with a possibly defective part, by replacing it with no cost for labor and only charging him for the part, at their part costUnfortunately, there was no accommodation given to A&E Factory Service to reimburse us for any of our costs of the part or labor, so that means we still paid for the part in question and did not receive any refund, partial or otherwise, from the manufacturerWith that said, as a courtesy only as we are not trying to profit from the transaction and only trying to cover our expenses, we are willing to refund Mr[redacted] half the price of the part and labor we collectedThis amounts to $and has been issued as a mailed bank check being sent to the name and the address noted on this Revdex.com complaint; it typically takes approximately 2-weeks to arriveWhen coupling that refund with the fact that we never actually charged any labor to install the part and this saved Mr[redacted] almost $that he did not have to pay as Whirlpool covered the labor on the second part installation, and also the fact that we never got to inspect the part ourselves, we feel this was an equitable resolutionIf Mr[redacted] has not received his check by October 21, 2015, then he is welcome to call me so that I can investigate furtherIn the interim, since we have met him more than halfway by refunding him $139.20, we have closed our file We apologize to Mr[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/07/27) */ July 23, [redacted] Re: [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the service provided by our technician on the repair of her refrigerator Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedUpon receipt of [redacted] complaint we reviewed the information on the service order for the refrigeratorOur records indicate that on May 19, our technician contacted our STAC department (technical support) to assist with the diagnosis and it was determined that the control board was the issueThe board was removed and shipped out for repairOn June 26, our tech returned to install the partUnfortunately, we do have times that the parts ordered/repaired does not resolve the issue, and this is usually not discovered until the parts are installed and the unit testedRegrettably that is the case with this repairOur technician contacted STAC again with the findings and it was determined another board had to be replaced [redacted] was provided this information and she declined to continue with the serviceOn June 29, [redacted] called and requested a full refundShe was informed that we would issue a refund less the service trip feeAt that time, [redacted] agreed to a refund of $ We would like to clarify that when a consumer contacts us to schedule a repair, we inform them that for a minimum/trip diagnostic fee, we will give them a detailed estimateDistrict Operations Manager, [redacted] , confirmed that we offered [redacted] everything except the service trip fee, and she is not entitled to any other refundSince we have addressed the issue brought forth in [redacted] complaint, we have closed our file Again, 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 Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) They didn't have the expertise to repair my refrigerator & infact are not a Kitchenaide recommended repair companyA service call is $100, not the difference between $& $This company on another service didn't calculate the fee properly & my accountant husband had to correct them as wellThis company is representing themselves as qualified Kitchenaide repairmen & they are NOT! Again, I want a full refund of $& to clarify, I did NOT agree to the $This company needs to stop advertising they are a qualified repair company for Kitchenaide appliances[redacted] Final Consumer Response / [redacted] (2000, 16, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) They compromised with me & split the refund requested, [redacted] Final Business Response / [redacted] (4000, 14, 2015/08/18) */ August 18, [redacted] Re: [redacted] We have completed the investigation of [redacted] rebuttal to our response regarding her dissatisfaction with the service provided by our technician on the repair of her refrigerator On August 12, District Operations Supervisor [redacted] contacted [redacted] to discuss her concerns regarding the refund amountOur records indicate that she paid $and a credit of $was already issued, so she was charged $for the services we provided [redacted] had the refrigerator repaired by another servicer and no longer needed our service; therefore, we came to a mutual agreement that she would be responsible for a service fee of some sort [redacted] offered to issue an additional refund of $and [redacted] accepted the offerIf [redacted] has any questions regarding the refund, she can contact [redacted] at [redacted] Since the credit issued is a resolution approved by [redacted] , we have closed our file 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 Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/07/22) */ July 22, [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 dissatisfaction with the rescheduled repair appointments on the washer It is unfortunate that we failed to meet Ms [redacted] expectations when we recently scheduled a washer repairWe value Ms [redacted] patronage and can understand her frustration when the technician did not show for the scheduled appointmentI want to assure you, that Ms [redacted] complaint was sent to our management team for review and it will be handled internally Our records indicate that the washer repair was completed on July 17, As a courtesy, we offered Ms [redacted] $laundry reimbursement which she acceptedShe should receive the reimbursement via check within - weeksIf she does not receive the check, she can contact me at XXX-XXX-XXXXSince the washer has been repaired and we did provide Ms [redacted] with her desired resolution, we ask to have this matter closed Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist A&E Factory Service XXX-XXX-XXXX direct

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal We have reviewed both our response and Ms [redacted] rebuttal, and we do not find that she has brought any new information to the complaint As clarification, the item in question was never purchased at Sears and the [redacted] warranty contract to service it is not held by Sears or A&E Factory Service A&E Factory Service is one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service warranty and the application of the warranty, would have to be directed to **A&E Factory service will not be replacing her [redacted] Dryer and this case remains 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 [redacted]

February 10, Nita [redacted] Revdex.comNorth Wabash Ave., Ste***Chicago, IL Re: #– Chris [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding the charge he was assessed upon declining the estimate we provided to repair his refrigerator and his contention that the technician was not competent and that this entitles him to a refund for that chargeAs clarification, when any of our customers call to set up a service appointment and they do not have a warranty or service contract that provides them with coverage, they are advised that for a minimum fee we will come out and examine their item and provide them with an estimateIf they accept the estimate then no additional charges are assessed and if they decline they are responsible for the minimum fee Whoever set the appointment for Mr [redacted] agreed to this when we set up his service callWhile he says that the technician was not qualified to repair the refrigerator or that she was rude, he does not present any proof of how he came to this conclusion and has not presented any other findings that would contradict our estimate that the electronic control board needed to be replacedUnder our 90-day guarantee we offered to send another technician out to give a second opinion/estimate but even then this would not have qualified Mr [redacted] to receive a refund of the non-refundable minimum fee that he agreed to pay to have us come to his house to assess his refrigeratorIt turned out to be an irrelevant point anyway since he informed us he no longer even had the refrigeratorThe fact is that if we were to give back our non-refundable fee to every person that did not want to pay it and/or said our diagnosis was incorrect and yet presented no proof of this, then every customer that declined an estimate would say something like this to get a refundWith that said, since we have explained that we are unable to provide a refund in the absence of any verifiable proof that our assessment was incorrect, and it is our understanding that Mr [redacted] no longer even has the refrigerator so that it can be reassessed, we have closed our file 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com

Initial Business Response / [redacted] (1000, 6, 2015/09/03) */ September 3, [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 dissatisfaction with the service experience she received from A&E Factory Service on her Samsung washer As clarification, the item in question was never purchased at Sears and the warranty to service it is not held by Sears or A&E Factory ServiceA&E Factory Service is one of several service companies contracted by Samsung to provide warranty service and any questions regarding the terms of the warranty coverage would have to be directed to SamsungWith that said when our service department contacted Ms [redacted] they were informed that service was not needed and requested that we cancel the serviceSince Ms [redacted] has canceled service we have closed our case We apologize to Ms [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] Regulatory Complaint Specialist A&E Factory Service XXX-XXX-XXXX

June 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation Mr [redacted] complaint regarding his dissatisfaction with A&E Factory Service First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his freestanding ice makerAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded Mr [redacted] concerns to the appropriate management team for further review After reviewing the notes in Mr [redacted] service order, we decided to accommodate Mr [redacted] request for a refund of the remaining monies he paid for his ice maker repair Accordingly on June 15, 2016, we submitted a credit request for $ Mr [redacted] should see a refund post to his [redacted] account ending in [redacted] in the five to seven business daysWith that said, since we are providing Mr [redacted] with his requested resolution and we have documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 13, 2015/05/28) */ May 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] K [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding dissatisfaction with our customer service and the problems encountered when scheduling a repair for his washer It is unfortunate that we failed to meet Mr [redacted] 's expectations when we recently scheduled a washer repairWe value Mr [redacted] patronage and can understand his frustration when the technician did not show for the scheduled appointmentI want to assure you, that Mr [redacted] 's complaint was sent to our management team for review and it will be handled internally We have spoken to Mr [redacted] in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experienceAt this time, Mr [redacted] 's washer has been repaired and it appears to be working to specificationsAs clarification, the contract to service the washer is not held by A&E Factory ServiceWe are contracted Home Depot USA to provide warranty service and any questions regarding his request for a replacement or the terms of the service contract and the application of the contract, would have to be directed to Home Depot USA With that being said, our records show that on May 23, our technician tested the washer and found that it is working as designed and within specificationsSince we have no other responsibilities, other than to provide service and this has already been done, we ask to have this matter closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist A&E Factory Service [redacted] direct Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I marked my response No because I take exception to some of the responseA & E did come on Saturday, May 23, 2015, and based on the information provided to me by the repairman the machine is working according to specificationsI still have instances where the machine does not weigh the load properly and I have to add water manuallyMy two main complaints are the self-diagnosis on the machine identified the broken part, which was relayed when I made the first appointmentI passed [redacted] information along at the time I made the first appointment and asked that the appropriate part be brought when the repairman cameThis was important to me because the first available appointment was days laterWhen the repairman arrived, he confirmed the broken part, but said it was operating procedure not to order any parts until he inspected the machineIt was then another week before the part arrived and another service call could be scheduledWhen that part arrived, it turned out to be a reconditioned part and only worked for one and one half weeksAt that point A & E made no effort to schedule future repairs more timelyIt was another week to order a new part and that was the appointment that was missed with no explanationEvery time I called customer service, I received another person who simply said " I'm sorry"I finally got a supervisor who said she would determine why my appointment was missed and that a new appointment was scheduled for the following weekWhen I inquired as to why they could not come sooner, I was told the company made no accommodations for missed appointments and I had to wait for the next openingWhen the supervisor did not call me back as promised, I phoned the number she gave me and asked for her extensionI was told that information was invalid (i.e., extension) and there was no way to transfer me to herFollowing the receipt from you (Revdex.com) of my complaint is when I received a call from A & E and another appointment was scheduled within days and on a SaturdayPreviously I was told no appointments were available on Saturday Final Business Response / [redacted] (4000, 17, 2015/06/08) */ June 8, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # - [redacted] K [redacted] Dear MsVirghes: We have completed the investigation of Mr [redacted] 's rebuttal to our response regarding his dissatisfaction that the part was not pre-ordered prior to the tech visit and the quality of part received that subsequently delayed the repair; as well as the customer service provided We apologize to Mr [redacted] if it was not better communicated to him that even though he relayed the diagnosis, the part cannot be pre-orderedWe can understand why he might have been frustrated that his technician did not have the part with himWe have over million different parts in our inventory and our trucks only carry the basic and most common expendable partsWarehousing our parts enables Sears to provide more parts for more repairs since we do not have unused or unneeded inventory being lost or misplaced at individual service unitsWe feel that this benefits our customers by finding and shipping a part that might otherwise have been hard to locateThis is why parts are not ordered on speculation, but rather after the problem has been diagnosed by a Sears' technicianRegrettably, the part that the technician ordered and received did not work; subsequently delaying the repair even furtherWe reviewed the part history on the washer and there were no reconditioned parts ordered or used to repair the washerUnfortunately, electronics can be sensitive and there is always the possibility that it was damaged during handling As previously stated, we value Mr [redacted] patronage and can understand his frustration when the technician did not show for the scheduled appointmentMr [redacted] 's complaints regarding the technician not arriving for the scheduled appointment and the supervisor that did not follow up with Mr [redacted] as promised were sent to our management team for review and will be handled internally With that being said, our records show that on May 23, our technician tested the washer and found that it is working as designed and within specificationsIf Mr [redacted] has any questions regarding his request for a replacement or the terms of the service contract and the application of the contract, would have to be directed to Home Depot USASince we have no other responsibilities, other than to provide service and this has already been done, we ask to have this matter closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda Seelig Regulatory Claims Specialist A&E Factory Services XXX-XXX-XXXX

Initial Business Response / [redacted] (1000, 8, 2015/06/03) */ Contact Name and Title: Erica [redacted] Contact Email: [redacted] @searshc.com June 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Ms***'s complaint regarding the repair of her refrigerator Upon receiving Ms***'s complaint, we escalated her concerns to [redacted] Customer Advocate for Unit [redacted] who states the following: I had left a message for Mrs [redacted] and she called me backShe explained to me her dissatisfaction with A&E Factory ServicesIt took attemptsEach technician tells her something different and she is upsetThe 1st technician told her it was the drain that was too small The 2nd technician said it was the sensor and he ordered parts, gave a return date, and no one showed up3rd technician said it was a board that houses the fans inside the refrigerator and the parts that the previous tech ordered, he took with himThen then 4th technician out told her two fans needs to be replacedMs [redacted] refused repair and declined the estimate as she have had enoughI apologized Ms [redacted] her for all inconveniences she agreed to give her a full refund of the repair services that was paidI will be processing a refund in the amount of $which will be put back onto her Visa cardThat being said, because we are in the process of refunding Ms [redacted] for her refrigerator, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist XXX-XXX-XXXX [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response because now I can take that refund and apply it towards the costs of a new refrigirator

April 18, 2016 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges she paid for several repair... visits on her washer. We would first like to clarify that the only monies we have ever collected from [redacted] would be our minimum fee of $84.99, which covers the trip to the home and the assessment of the appliance. All of our repairs, and even estimates, come with a 90-day guarantee, and when [redacted] felt the assessment was incorrect, we dispatched a technician on a second call. During that service call the technician found that a belt had stretched and was slipping. The technician replaced the belt and did not charge [redacted] for the part or any charge for labor even though she had not previously paid any labor charges and had only paid our minimum fee of $84.99. When [redacted] remained unsatisfied we returned a third time and the tech found that the rear bearings had went out and determined that we would need to replace the front and rear bearings along with a basket assembly and new gasket; there is no mention made of a bracket. With that said, it sounds like the other company may have just been speculating, which does not make their speculation a fact. Generally when the bearings are going they are going and once they have gone, the only repair is to replace them. So whether we told [redacted] on the first visit that we felt her bearings were going and were going to need replacing, or told her on the third, which is what happened, she would still have owed our minimum fee. If [redacted] could submit the receipt from the other repair provider, and if that receipt is contrary to the findings on our last service visit, then we would be willing to reimburse her the amount of the minimum fee of $84.99. As for her contention that we would be responsible for her having to buy a new washer, we do not feel this is at all credible. If something broke off, then the noise level would have been enough of a change to alert [redacted] to discontinue use so that she did not damage something further. To cause that kind of damage to basket and bearings she would have had to run the washer with very unbalanced loads. To reiterate, we would at least be willing to consider a refund of the normally non-refundable fee of $84.99 if [redacted] sends the BBB or us a copy of the invoice from the other provider, and that invoice details repairs that are different from the estimate she was given on our third visit. If she would like to send this to us directly she can fax it to me at [redacted] , or email it to me at [redacted] In the interim, since we have proposed an equitable resolution upon the submission of support documents and we are just awaiting [redacted] convenience, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]