Sears Holdings Corporation

July 26, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator Upon researching Ms [redacted] concerns, we found that she has had several service calls completed, but only one part replaced The notes from three service orders indicate that her drain was cleared and/or maintenance was performed on her coils; these service calls are not considered as qualifying calls under the terms of her Master Protection Agreement (MPA) Furthermore, our Protection Agreement Department has explained to Ms [redacted] on more than one occasion as to why her request for a replacement has been denied In regard toMs [redacted] allegation of water damage to her floor, she will need to contact our third-party claims administrator, [redacted] , to file a damage claim She can call ( [redacted] to open a claim and have a claims examined assigned to investigate the matter Per our protocol, once a consumer has been assigned a claim number through [redacted] , they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim At this point, Sears can no longer assist with Ms [redacted] issue, regardless of the decision made With that said, since we have completed the repair to Ms [redacted] refrigerator according to the terms of her MPA and provided her with the contact information to file a damage claim, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

November 3, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # 10887028–Cathy [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding her recent purchase We apologize that Ms [redacted] ’s dryer failed to meet her expectationsMs [redacted] seems to believe that her dryer is defective somehowHowever, there are no known defects or recalls reported by the manufacturer on her modelThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionSince Ms [redacted] did not purchase any extended coverage, and her manufacturer’s warranty expired in July, any repair or replacement costs would now be her responsibilityAccording to the return policy listed on Ms [redacted] ’s purchase receipt, she had ninety days to return or exchange the dryer if dissatisfiedIf there had been some sort of defect, we feel it would have been manifest much sooner, but we have no requests for service on file before nowAs we noted above, we will not be able to grant Ms [redacted] ’s request for a replacement or a refundHowever, we are willing to waive our fees for a technician to examine the dryer and determine what the cause of the problem isAfter that, we may be able to assist more, but cannot say without knowing what the cause of the issue isAs far as the allegedly damaged clothing is concerned, there were no provisions under her manufacturer’s warranty for compensation of any kind, including incidental or consequential damages Ms [redacted] may contact our third party claims administrator, Sedgwick, at (866) 352-if she wishes to pursue that matter thoughShould Ms [redacted] decide to accept our offer, I may be reached during business hours via email at Tammie[redacted] @searshc.comThis offer is only valid for days from the date of this letter; after that, it will be null and voidOtherwise, since we are unable to provide a replacement or refund due to the aforementioned reasons, but we have proposed an alternate resolution as a courtesy, we ask that this matter be closed Again, 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,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com

I have not had good customer service from Sears Home Service RepairThree different calls to finally get a supervisor/case mgnr to speak with about a faulty part that was installed in my applianceMy part was installed on 10/21/16, I tried using my self cleaning portion of my appliance on 3/31/only to find that it does not workI had a technician come out, tear my oven apart, check wires, and power to that portion of my appliance only for him to say they installed/ordered a faulty board Now after calling about this issue again, they are saying the part/Labor is only covered for 90days........How can the part only be covered for 90days! Its not every day you use the self cleaning portion of your appliance Now having to argue my case to different people I still have not resolve at this pointI spent $for parts and labor to have my oven fixed initially! I should not have to pay again for the same part that was faulty on installation The only good part out of this so far is that the service tech did not charge me for his visit! After talking with a supervisor the best they could do was offer me 15% off a new over if I bought it at Sears Poorest customer service I have ever dealt with This company sucks!

September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Amber [redacted] Dear Ms [redacted] , We have completed the investigation of Mrs [redacted] 's complaint regarding her dissatisfaction with our customer service and non-receipt of a grill she purchased from kmart.com It is unfortunate that we failed Mrs [redacted] 's expectations when she recently used Kmart layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that Ms [redacted] received assistance from Executive Member ServicesOur agent provided her with a refund, but afterward the order was released for delivery and shipped to her homeOur records indicate that Ms [redacted] stated she planned to return the grill to her local Kmart storeAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Mrs [redacted] will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Mrs [redacted] 's comments and the requested refund has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 512- [redacted] 1-[redacted] Ext***

August 31, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bernice [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her washer and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her washer After reviewing the notes in our service system, our office authorized a replacement under Ms [redacted] ’s Master Protection Agreement (MPA) Based upon the features of Ms [redacted] ’s current washer, it was determined that $would provide her with a comparable replacement under her MPA An email was sent to Ms [redacted] on August 29, 2016, explaining the replacement process Our records show that Ms [redacted] selected a new washer that same day from her local Sears Dealer Store The new washer will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on January 20, 2017, the manufacturer’s warranty will run for a full year from the date of delivery With that said, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

January 3, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his refrigerator repair It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance While a replacement was not an option, we asked that the service unit monitor the repair Our records show that the repair to Mr [redacted] refrigerator was completed on December 29, As a conciliatory gesture for the delay in completing the repair, we have submitted a refund request in the amount of $299.83; half of the total repair cost that Mr [redacted] paid Mr [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next week In the interim, since we have documented Mr [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

June 18, [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 billing discrepancy Unfortunately, it seems that there was a system error and Mr [redacted] account was not credited for the difference in price like it should have beenA credit for the missing amount, $426.28, was issued to Mr [redacted] account ending in [redacted] on June 4, We sincerely apologize for any inconvenience this may have caused Mr [redacted] and we want to assure him that steps have been taken to prevent further such occurrencesSince we have granted Mr [redacted] request, we respectfully ask that this matter be considered closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Called Sears today 11/17/and was told they only gave me a three year labor contract on my kitchen cabinet work which was done on 4/23/ If I need them to come out to make any repairs or replacements, I would have to pay $for them just coming to my home and pay additional work performed This was an approximate $14,job and should at least have lifetime warranty on either labor/replacement parts!

October 12, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] Dear Ms [redacted] s: We have not fully completed our investigation of Ms [redacted] 's complaint regarding the delivery delay of her washer and dryer We apologize for the delay in responding to this complaintWe forwarded this matter to the Delivery Innovation Solutions Team to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may contact me directly at [redacted] We apologize again 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] direct [redacted] @searshc.com

September 6, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Loria [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with her local Sears Optical location We are in receipt of Ms [redacted] complaint filed with your officeLuxottica Retail’s vision is to provide legendary serviceWe are sorry that Ms [redacted] feels that we fell short of our goal and is dissatisfied with the Sears Optical Windward Mall Clarice [redacted] , Customer Relations Consultant for Luxottica Retail, our business partner in operating the optical location referenced in Ms [redacted] complaint, has provided the following response, and we have included it in its entirety below: Ms [redacted] states that she feels that the Sears Optical Buy One, Get One Free promotion is misleading We apologize for any frustration that Ms [redacted] may have experienced with this situationFeedback from our customers is appreciated Optical Manager Howard [redacted] contacted Ms [redacted] to discuss her concerns and to apologize for any misunderstanding regarding the promotionIt is our understanding that Ms [redacted] is not seeking any compensation and is satisfied after speaking with Mr*** Thank you for contacting Luxottica Retail Sincerely, Clarice [redacted] Escalations Specialist Sears Optical Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

March 23, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attentionThis letter serves to provide a response to the customer’s rebuttal statement dated 03/17/SHIP is disheartened that [redacted] feels that his concerns were not resolved adequately by our company prior to seeking further action from youThe sash was reordered and will arrive this weekWe will complete all repairs once we have received the sash We apologize for any frustrations or inconveniences [redacted] may have experienced as a result of this issueThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Contact Name and Title: [redacted] August 26, [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 Sears Home Services First, we would like to apologize to Mr[redacted] for failing his expectations in regard to the repair of his tractorAdditionally, 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 networkWe do not take these matters lightly and we have forwarded Mr [redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr [redacted] complaint, so that future problems can be averted On the same day that we received Mr [redacted] complaint, our Routing Department was able to force a service call onto the technician's routeThe technician subsequently arrived at Mr [redacted] home around 6:45pm on August 25, After examining the tractor, he installed two new tiresAdditionally, on August 26, 2015, our office processed $in lawn care reimbursement (weeks), which Mr[redacted] s should receive within the next two weeksWith that said, since we have completed the repair to Mr [redacted] tractor, albeit later than expected, and 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

January 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Tina [redacted] Dear Mrs [redacted] : We have completed the investigation of Mrs [redacted] ’ complaint regarding her dissatisfaction with the delay of receiving her online order and the customer service provided It is unfortunate that we failed Mrs [redacted] ’ expectations when she recently ordered a Christmas present onlineWe value Mrs [redacted] ’ patronage, but can understand her frustration due to the series of events noted in her complaint We would like to apologize for the inconvenience and disappointment that Mrs [redacted] may have experiencedWe want to assure Mrs [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 According to our records, Mrs [redacted] ’ order was shipped on December 20, and was delivered on December 22, Additionally, we hope that Mrs [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon We respectfully ask that this matter be closed, since the requested resolution has been provided Again, we apologize to Mrs [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com

Complaint: [redacted] I am rejecting this response because: Finally, after months I think we can end this The final touch was on Monday around 4:pm At this point I don't think there is anything else to do I was very disappointed that Sears didn't offer me some simple compensation for my inconveniences, time and aggravation with calling people over and over again for monthsThe representative that sold me the job wrote on her envelope that days past completion of the job they would send me a Sears Gift Card in the amount of $ I mentioned this to Ms [redacted] and she said she didn't know anything about this So, here we go againAs far as the $Gift Card, that was promised the day of the contract which I believe was 5/23/ This is nothing extra - this was promised I just thought something maybe a little larger would at least make it worth my wild since this was a nightmare from hell If they would have did it correctly the first time, I wouldn't have even called the Revdex.com I really think they need to check out their sub-contractors before sending them on a job Finally, the last gentleman knew exactly what he was doing He had to rip everything out and start over Sincerely, Kimberly [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 meThank you so muchYour organization has always come through for me over the years, and I truly appreciate it Sincerely, [redacted]

December 10, 2015Nita [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: # – Gerald F [redacted] Dear Ms [redacted] :We have not fully completed our investigation of Mr [redacted] ‘s complaint regarding the his dissatisfaction with the quality of the dishwasher he purchased and the problems he encountered when he attempted to return the unit for a refund.We apologize for the delay in responding to this complaint We forwarded this matter to the Hometown Store Manager and District Manager to research and are currently awaiting their response We are committed to providing a fair and equitable resolution and ask that Mr [redacted] allow us ten business days to come to a decision In the interim, should Mr [redacted] have any questions, she may contact me directly at [redacted] .We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directMatilda[redacted] @searshc.com

June 13, class="InsideAddress"> [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding the replacement of her refrigerator I have attempted to reach Ms [redacted] via telephone as I needed additional information and I have left contact information on her voicemail; however, at this time she has not responded We are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with her She may contact me at [redacted] or [redacted] at her earliest convenience if she still requires assistance with her issue In the interim, we will consider Ms [redacted] matter closed, pending her response We apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

January 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to exchange a gift she received after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms [redacted] mother-in-law was provided clearly states the following: Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptionsHowever, for the Christmas season we extended the return policy to accommodate gift returnsItems purchased from November 1, through December 24, could be returned through January 31, With that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since the set of dishes were purchased on October 5, 2016, the purchase does not qualify for the Christmas extended return policy period; and Ms [redacted] attempted to exchange/return them on January 7, 2017, she was over the 30-day “hassle-free” return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms [redacted] , when no one else has received oneMs [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request We 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]

The customer service at Sears on Warm Springs Road Henderson, NV is bad I went in with my wife on 1/2/to purchase a new [redacted] washer and dryer with pedestals We were approached by Liz [redacted] and right from the get go it started off bad I am not sure if she was on drugs or but after about an hour of her walking back and forth to the washer and dryer on display we were finally making our way to the door as she could not figure out how to put in the discount that the store ad had in it We complied on having everything replaced like all hoses and gas lines and even paying extra for Saturday delivery We set up a delivery date on 1/9/During this delivery, our original washer and dryer was disconnected and brought downstairs into our garageThe dryer that was being delivered was severely damaged on arrival to our house and I refused all merchandise They called while in my home and they offered me a $shop your way rewards card and we declined as the dryer was damaged badly I go into the store and speak to Alex that I think is some kind of assistant manager and she was very sorry and said that she would get it taken care of and I told her that I would need a Saturday delivery as that is the only day I am off I get a call on Wednesday that I have a delivery on Thursday and tried getting it stopped because I was not going to be there They came to my house with no phone call except to ask me if I was home because they were at my house I told them no I was not home that it was not supposed to come until Saturday I then called customer service and wanted to hear from the store manager, Mike The store manager called me the following day and was very sorry that this was happening and acted like he was going to take care of it and called the local delivery department and made sure that my things were going to be on Saturdays schedule I had a time frame of 2:15pm to 4:15pm on 1/16/and get a phone call at 3:telling me that they are hours late They did not show up to our house until 7:30pm with a phone call at 7:00pm telling us they were on their way We received an email and a text around 6:45pm that same day saying that our items were delivered successfully when in reality we had not even had a phone call telling us they were on their way So when they finally showed up and started unboxing things the handle of one of the pedestals was completely brokenAfter the delivery driver stated that there was no way to fix the pedestal, I once again declined all merchandise and said that I was going to talk to the store to figure this outThis is leaving my wife and I without a washer and dryer for another week at leastI speak with Alex again and she said that she was going to take care of everything and order us all new stuff The third trip out we were going to accept anything that was brought because we were tired of having to do our laundry at other people’s homes The most recent delivery was brought to us on 1/23/and the washer has two big dents in the front and the dryer is making way to much noiseThis noise was recorded on my cellphone and was sent to Alex in an emailI never received a response to the email, so I then called the store and left three messages for Alex when the other employees stated that she was unavailableEach time explaining what the issues were and I never once received a phone call backI wanted to notify her that not only would we need a new washer because of the dents, but also a new dryer because of the odd noise The delivery for the new washer came with no dryer because I was unable to get ahold of anyoneThe next washer was once again damaged right out of the box and had a huge gash in the side and declined it I called customer service and they said they would have the store manager Mike call me on the issues that are still ongoing Mike called the next day and his response to me was I will order you a new set and that I needed to be dealing with delivery since I have the two units that are damaged in my home Mike also told me that it should be no problem to have them for the next Saturday 2/6/ On Wednesday I received an email form Alex stating that they would not be in and I will have to wait till 2/13/to get them On 2/13/they delivered another set that was very badly damaged I refused them and they scheduled it while they were in my house for the following Saturday I also told Mike that I wanted a morning delivery and he said he could not do that but I paid for one on sales check # [redacted] This is going to be two month and separate deliveries and still not sure if they will get to us damaged or not I also called delivery and they said now that the only thing they could give me for all my inconveniences was a $shop your way rewards card This has been an all-around bad experience for us from Sears and can not get a phone call back

October 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94569037- Arthur [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with the tractor he purchased We apologize that Mr***s' tractor failed to meet her expectationsMr [redacted] seems to believe that her tractor is defective somehowHowever, there are no known defects or recalls reported by the manufacturer on Mr***'s modelWe have no recalls reported from the manufacturer on this model and our technician only found that the engine needed to be replacedMr [redacted] has had his tractor for over years now and if there were a defect of some kind, we feel it would have been manifest much soonerEven if he has allegedly only operated the tractor for approximately, a years' worth of use, a major defect would have been apparent soonerHowever, even if there were some sort of issue, the reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe want to note too that failure to operate the machine according to the instructions noted in the owner's manual can cause premature failureWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptionsRegardless of what the salesperson may have said, it is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionMr***'s manufacturer's warranty expired in Accordingly, any repair or replacement costs would now be her responsibility According to the return policy listed on Mr***'s purchase receipt, he had ninety days to return or exchange the tractor if dissatisfiedAgain, we feel if there had been some sort of defect, we feel it would have been manifest much sooner, but the only request for service we have on file is this oneAdditionally, we have no record in our files of a free repair offer being made to Mr***A waiver of the diagnosis fee was all that was offeredWe will make sure that Mr [redacted] does not receive any further notices regarding the outstanding repair fee he notedWe apologize if there was any misunderstandingHowever, a free repair is not an option and as we noted before, according to our return policy, a free replacement is also not a possibilityMr [redacted] spoke with Sandra from our Executive Office and she offered to provide him with a 30% discount off of a new tractor purchase from SearsAs an alternative, she offered to waive the labor fees for repair, but Mr [redacted] declined to accept either offerAt this time, we are willing to extend both offers for days from the date of this letter; after that, it will be null and voidShould Mr [redacted] wish to accept, he may contact me via email at the address belowIn light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie S [redacted] Regulatory Complaint Specialist [redacted] [email protected]