Sears Holdings Corporation

October 18, [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 shipping fee As clarification, the delivery fee is $and that was waived form the total of Ms [redacted] orderThe additional $fee she was charged is a fee for premium Saturday only delivery and it is an optional separate feeWe apologize for any misunderstandingIn the interest of resolving this issue, we have issued a credit for the $in question and it should reflect within 3-business daysSince we have granted Ms [redacted] request, we respectfully ask that this matter be considered closed Again, we apologize to MsKoepp 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]

October 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # - Rich K [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***' complaint regarding his allegation that we improperly installed the spark plugs and coil in his vehicle; as well as damaged a wire during the service that subsequently caused a problem with the anti-theft system Upon receipt of Mr***' complaint we reached out to Ryan [redacted] , Assistant Auto Center Manager for Store 6058, to assist with Mr***' concernsAfter multiple attempts to contact Mr***, Mr [redacted] made contact with him on October 6, Mr [redacted] offered to reimburse Mr [redacted] for the spark plugs and for the repair charges from the dealer; to repair the damaged wire, and the work on the spark plugs and coilMr [redacted] accepted the offerWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com

Initial Business Response / [redacted] (1000, 11, 2015/09/09) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX September 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms[redacted] We have completed the investigation of Ms [redacted] 's complaint regarding her online order experience We would first like to apologize for any inconvenience Ms [redacted] may have experiencedAfter researching further, we found that the Marketplace Vendor, [redacted] Shop advised that the item was currently out of stockAccording to the manufacturer the item is on backorder until Since Ms [redacted] requested to cancel the order, a refund of $was credited back to her Visa account ending in [redacted] on August 26, We hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer serviceIn the interim, since we have confirmed a refund has been provided, we respectfully ask to have this matter closed 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

May 4, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Carpet CleaningUpon receiving Ms [redacted] complaint, we contacted [redacted] with Sears Carpet Cleaning for assistance Ms [redacted] contacted Ms [redacted] to discuss her concerns and requested pictures of the damage to her drywall Ms [redacted] provided pictures and Ms [redacted] forwarded them to the local office After they reviewed the pictures, they determined that the hoses could not have caused the damage While the local office is denying Ms [redacted] claim, Ms [redacted] is willing to split the cost of the repair with MsNeal, as a one-time courtesy Ms [redacted] can send the completed repair invoice to Ms [redacted] via email at [redacted] [redacted] @searsfranchises.com In the interim, since a fair resolution has been proposed that is commensurate to the circumstances, we ask that this matter be closedWe apologize to Ms [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist

I have purchased a Sears Master Protection Agreement at a cost of $for the last yearsOn December 30, 2016, a technician was sent by Sears to my home to look at and repair my non-working front loading washing machine ( [redacted] ***) He removed the belt and promised to call me on January 3, and return on January 4, to fix the machine After weeks, and to this date, I have never heard from him again He never called me nor did he ever returnI called Sears, complained, and was rescheduledOn January 16, 2017, another technician came to my home and practically dismantled the machine He ordered many parts and rescheduled me for January 31, because I was due to be out of town the week of January 23rd Two huge tubs and other parts were delivered to my home by *** I even received a check from Sears for $for laundromat costs On January 31, I waited for my scheduled appointment between 8AM and 12PM but no one called and no one came, AGAIN!! I called Sears, complained, and was rescheduled for February 6, I have lost many personal hours waiting for repair technicians who never called and never showed up for scheduled appointments And, my washing machine is not yet fixed, regardless of the promises in my $Service Ageement and my personal expectationsI am angry and frustrated! I plan never to shop at Sears again and I will advise anyone else who asks me to do the same

"Top of the line" dishwasher has been inoperable off and on for monthsWe've called numerous times for resolution, only to have to wait two weeks for a service tech to come out and say that the appliance is fixedNext day it is inoperable againWe purchased the warranty on this product (as we always have)For what?! Filing a complaint with the company gets you no where and to only receive the run aroundAfter being a loyal customer for 40+ years, I would seriously suggest that no one should buy appliances thru this company, nor invest in a so called "warranty" that does little goodOf course, that's I if you actually like working appliances

Complaint: [redacted] I am rejecting this response because: I do not agree with there statement that they place bold print that you are not buying from SearsSears charged my CC and Sears refunded my money after they discovered their errorWhen I called they offered me a $ gift card for there mistakeWhile I do understand that there really is nothing more I can do I want to go on record as to not being satisfied with their handing of the issuesIn the fine print it state sold by and now the same blower is back on the site for over $like I stated in the first place BAIT and SWITCH Sincerely, [redacted]

[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have not completed the investigation of Mr [redacted] 's complaint regarding Sears Auto Center [redacted] ***r, Auto Center Manager from unit #*** provided the following response: We are unable to complete our investigation without gathering additional information from Mr [redacted] That said, we ask that Mr [redacted] contact me directly at [redacted] Once I have had the opportunity to speak with Mr [redacted] , we will provide an additional updateThat said, we ask this complaint be closed pending the aforementioned contact 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 Sears Holdings Corporation [redacted] @searshc.com

October 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #- Sanjay [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with our customer service and failure to delivery his dishwasher at the scheduled time It is unfortunate that we failed Mr***'s expectations when he recently purchased a dishwasher from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedOur records indicate that Mr [redacted] has been assisted by Strategic Member Support Case Manager Nancy Robinson and our delivery teamAs a customer satisfaction gesture, he was provided with a check for $as he requestedThe check was issued on September 20, 2015, and is expected to arrive at the address Mr [redacted] provided within fifteen business days from this dateIf Mr [redacted] has any further questions about this issue or his check, he is welcome to contact MsRobinson at (888)266-extension for assistanceAt this time, we can only reiterate that we truly regret any inconvenience he may have experiencedWe hope that in the future Mr [redacted] will allow us an opportunity to provide him with a more satisfying 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 Mr***'s comments and an equitable resolution 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 [redacted] 1-800-762-Ext

Contact Name and Title: MELISSA [redacted] September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Heena [redacted] - # Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her dissatisfaction with the customer service at her local Kmart after a transaction went through that should have been voided It is unfortunate that we failed Ms [redacted] 's expectations when her son recently visited his local Kmart to buy two beach chairsWe value Ms [redacted] 's patronage, but we can understand how the series of events noted in her complaint may have exacerbated her frustrationsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for reviewAssistant Manager Kirsti Kress spoke with Ms [redacted] in regard to her concerns and apologized for the problems she experiencedMs [redacted] will be returning to the store on October 1, 2015, to receive her refundIn the interim, we have noted Ms [redacted] 's candid feedback, and we would like to assure her that we have taken her concerns very seriouslyWith that said, since we are providing Ms [redacted] with her requested resolution, we ask to have this matter closed Again, we apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Complaint: [redacted] I am rejecting this response because: you did not include all dates the technician came out (there have now been visits), and yes it was purchased in September but NOT DELIVERED until Januarywe called the police, your store did not do that, there were no obscenities, but yes I did tell customers in the store that I would not purchase another thing from there because of the poor service I receivedAs one of your sales men told my husband he would take it to the parking lot to settle this(how professional was that? - he should be fired!) All I want at this point is for you to admit you did a crappy job at customer service and your products are not worth the price and the service warranty is a joke! The bottom line to this is: I paid for a refrigerator that every day when I go home from work I check to make sure it is still working because I don't want to loose all of my food again! Ultimately I do not know what this world is coming toWhat happened to the customer is always right!?! I work very hard for every penny I make and I chose to spend over 6,with your companyYour company should have showed some sort of respect for me and my family and made it right within days and not months Sincerely, [redacted]

[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her home air-conditioning system Sears Home Services records indicate that on October 14, 2015, a technician was dispatched to [redacted] home to diagnose and repair her home air-conditioning systemNotes from the service call indicate that the technician found the home air-conditioning system to be operating as expectedAdditionally, the notes state that the system had a temperature difference of degrees and the unit was to be moving air as expectedAt this time, since the unit was found to be operating as expected and no repairs were made, 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 Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Bought a washer from Sears, they said I would need to buy new hoses for the new machine, so I bought that tooyou have to add washer delivery and install of $to that tooThey delivered it but did not installI've been trying to reach sears at the Florida Mall off [redacted] ***, Orlando,FL but no one is answering the phones thereWho does business like this? Who? I wanted to talk to store manager but guess I am out of luck but I would like to speak to the President at Sears Corporate office Is there a number and address for them (in case they don't answer their phone either

12/15/To whom it may concern, I've been shopping with sears for a long time nowI recently purchased an item sometime in january or so, and the item had stopped workingI went in to do an exchange or even a return because it has a year warrantyIts impact wrenchNow this is the most frustrating part Ive ever delt withI waited almost hours for nothing You would think sears would have a "customer's are first" motto, but nopeDepartment manager of tools didnt do any help, store assistance manager didn't do much eitherAnd I tried and tried and TRIED to get in contact with the main store manager, AnahnMy store is here in Corpus Christi TexasI was given the run around to call customer service and to speak with the managerI even left my contact info to receive a call backAnd nothingLike wowNot even my own store does that to our customersSears is so quick to take my money but give no help what so everAnd yes I am a rewards member and no my info wasnt in the darn systemAnd who ever reviews this you can check my file and see how many times I shop with searsI was beyond upsetI drove almost minutes from where I was at to sears because its the only one hereAnd to drive back!? I couldnt get the dam job done with what I was doing thanks alot! What added more to the frustration I had was a women went in couple days before because I had a purchase to doAnd she simply got her money back faster than the service I was given and to add SHE HAD NO RECEIPT!!!!!! She was given back 60.?? Something dollars for a befld comfort Was so easy for her to get her cash back in and out of the store but me took almost dam hoursAll I wanted was either an exchange or my money backAnd not one care was given to me by any leading store associateAll I got was sorry you need your RECEIPTBut yet a lady was refunded her cash immediatelyAlso to add, my merchandise is in its original box with the manual and coverTHANKS ALOT TO THE MEMBERS OF SEARS IN CORPUS CHRISTI TEXASSTORE OWNER THANKS FOR THE NO CALL BACK

Complaint: [redacted] I am rejecting this response because: If the washer broke or stopped functioning, it is a warranty issueWe will agree with Sears to go through warranty path But for this case, we did buy a completed washer from SearsSears did not deliver a completed itemIt missed key part to keep the machine as a whole pieceSears must take care of it and send us a completed washer as the sales contract Sincerely, [redacted] **

April 27, size="3"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager for unit# [redacted] who states the following: At the time [redacted] came in for credit, I explained to him that I would have to see the vehicle to verify the work because of warranty purposes and would need the old part to return for creditI stated I was unable to go off what another shop was stating and that they may had reused the same axle but just replaced the seal [redacted] stated the shop would charge him a core charge to get the axle back and I explained if that was the case, I had a core he could take to get the new part we had just replace back for usHe stated that they would no longer have it because it had been days since he had the work performed and I answered that his invoice had presented to me stated it had been the day before he was in Sears asking for creditI again asked [redacted] for a chance to verify and if he would please try recovering the old part but he stated, "if that's how you want to play" and left Once again, talking to the customer over the phone today 04/22/2016, I went over the issue and asked if all other work performed was ok or if he was having any other issues [redacted] stated all other work is correct and he is not having any issuesAt this point I stated I would give him the benefit of the doubt and return him the credit he was asking for in the sum of $on what the other shop had concluded and stated they had replacedI asked [redacted] if he were to ever have any issues with work performed in our shop to give us the opportunity to correct it and to call us before having any work performed at another shop to come to a resolution priorThis would not create doubt or confusion going forward and would also continue his warranty buy not having it voided for work performed in another shop [redacted] *** accepted to first contact us on work perform by our shop if any issues were to arise in the futureI will be crediting [redacted] in the sum of $when he has a chance to come into the shop to pick up his creditThat 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] Regulatory Complaints Specialist [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/07/18) */ July 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have completed our investigation of Ms [redacted] 's complaint regarding the service on her refrigerator Our service technician was able to confirm that Ms [redacted] ' refrigerator has a small leak in the sealed system and we have moved forward with replacement under her Sealed System WarrantyAn authorization has been set up and Mr [redacted] was informed of the processThe [redacted] 's have been provided with my direct contact number if they should need further assistance or have additional questionsAt this time since we have authorized a replacement and this resolution met with The [redacted] 's approval we have closed our case We apologize to The [redacted] 's on behalf of Sears Holdings Corporation and 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] @searshc.com

December 29, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have not completed the investigation of [redacted] complaint regarding her tractor [redacted] is currently scheduled to have a technician re-examine her tractor on January 8, An earlier appointment was scheduled for December 21, 2105, but [redacted] requested that it be changed Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter We are confident that a fair and reasonable resolution will be reached, so we ask that this case remain open, pending the completion of [redacted] service call Thank you for your patienceAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist

August 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Sarah [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order and request for an exchange It is unfortunate that we failed Ms [redacted] ’s expectations as we value her patronageAdditionally, we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in her order, we show that Sears Online processed a return label for her to return the product for a refundAgain, once the incorrect item is returned, Sears would issue a full refundIf Ms [redacted] chose to then she could place a new order to receive the itemWe hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Ms [redacted] have any further questions or concerns, she may contact Sears OnlineIn the interim, we have noted Ms [redacted] ’s concerns and 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

October 4, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sean C [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his washer repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon researching Mr [redacted] ’s concerns, we found that he was authorized for a replacement on October 3, While he was originally authorized $towards a new washer from Sears, my office increased the amount to $1, Additionally, we have processed a $check to assist Mr [redacted] with any out-of-pocket laundry expenses he may have occurred during the attempted repair of his washer He can expect to receive the check in the next to days Additionally, my office will monitor the delivery of Mr [redacted] ’s new washer to ensure that the remaining MPA coverage transfers to the new unitWith that said, since an equitable resolution is being provided for Mr [redacted] , 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