Sears Holdings Corporation

December 19, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and request to have the items shipped to her It is unfortunate that we failed Ms*** expectations as we value her patronageWe 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 avertedAfter reviewing the notes in the order we found that a full refund had been issued on November 28, Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

June 21, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ***
Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her recent online order experience and request for a refund of the restocking fee and shipping charge she incurred As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** *** *** ** *** * *** *** *** ** *** *** *** *** *** *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in Ms*** complaint we show that she was charged $on her *** *ccount ending in *** and $in Shop Your Way Reward pointsWhile she made a purchase with a Third Party Marketplace Vendor and we are not obligated to honor her request, we have decided to issue a refund of the restocking fee she was chargedWe show that Ms*** was refunded $on June 15, Therefore, we will issue a refund of $back to her *** *ccount ending in *** and $back to her Shop Your Way Rewards accountAs for the shipping fee she incurred, Ms*** may send a copy of the shipping return receipt t* *** Once the receipt is verified a full refund of $will be issuedAs this decision is in accordance to our posted terms and conditions, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kathryn H ***
class="InsideAddress"> Dear Ms***: We have completed our investigation of Ms*** complaint regarding her Samsung refrigerator Upon receipt of Ms*** complaint, we found that she had been approved for a replacement under the terms and conditions of her Master Protection agreementOur records show that Kitchen Aid refrigerator Model # 106KRMF706ESS was delivered on November 5, We also show that Ms*** received the allotted food loss benefit under the terms and conditions of the Master Protection agreementSince Ms*** refrigerator has been replaced and we have processed the allotted food loss benefit we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com

Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: Steven Lee *** #
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding Sears Auto Center
*** ***, Auto Center Manager from the Fort Lauderdale Sears Auto Center, provided the following response:
Mr*** had his car towed to Sears Auto Center and advised that the car would not start
The technician diagnosed a malfunctioning distributor as the reason the car would not startOn 08/16/Mr*** was advised that the distributor was the problem and he gave his permission to do the workThe distributor was replaced and the car was tested and was found to be in good working orderMr*** called and advised that he was not satisfied with the way the car was running and brought the car back to the auto centerHe then had the vehicle towed to another repair facility for repairShortly after that Mr*** called and said that obviously the distributor was the problem as the car didn't start before it was replaced but he was not satisfied with the way the car was running; he felt that refunding the labor would be fair and that would satisfy himIt was his offer to Sears to refund the labor; which was done on 08/22/Since the distributor was working as directed when the vehicle left the auto center, we see no reason to reimburse Mr*** for itAdditionally, I have escalated Mr*** request for reimbursement to our upper management to reviewMy office has been advised that we will not be reimbursing any additional funds to Mr***That said, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** ** *** ***
class="InsideAddress"> Dear Ms*** We have completed our investigation of the *** complaint regarding the refund for the Pol coverage of their Home Warranty We would first like to point out that *** *** *** *** (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of the *** contract That being said we confirmed with CCHS that Ms*** confirmed with an associate at CCHS on December 12, that she did indeed receive the promised refund back on her *** ending in ***Since the *** confirmed that they did receive the promised refund of $we have closed this complaint We apologize to the *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Christine M ***#*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and a preventative maintenance check on her air conditioner It is unfortunate that we failed Ms*** expectations when she called Sears for a preventative maintenance check on her air conditioner. We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on August 12, Since we have completed the aforementioned preventative maintance check, we respectfully request that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

July 11, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr***. According to our records, the technician was running late on July 6, 2016, and unfortunately, could not reach Mr***; therefore, the call was rescheduled Upon receiving Mr*** complaint on July 7, 2016, we contacted *** *** with *** for assistance Ms*** immediately contacted our Routing department to confirm that Mr*** was on the route for July 8, 2016. On the day of service, a Sears technician arrived at Mr*** home around 4:30pm and examined the washer. He found that the water inlet filter was clogged with water softener resin. He was able to clear the blockage and complete the repair With that said, since we have documented Mr*** concerns with the repair process and completed the service to his washer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Complaint: ***
I am rejecting this response because:
Sincerely,
Christopher ***
It's just not acceptable to have to wait that long for a service I have already paid for. And they didn't mention anything about customer service reps hanging up on me. Nice

(The consumer indicated he/she DID NOT accept the response from the business.)
Why would I purchase and pay for a three year as my receipt states that actually was only good for years? Majority of Sears appliance and electronic comes with at least a year manufacturer warrantyIt is the customer choice to purchase additional coverage after the year warranty has ended and the is exact what I have doneThe *** television at the time of purchase comes with a year warrantyI purchased a year warranty additional to the one yearThe one year warranty would of ended In March The three warranty would of began March and ended March At the time of my last two service calls that I was denied service due to no warranty I actually had a warranty that was not honored

*** ***
Revdex.com
North Wabash Ave, Ste#Chicago, IL
align="left">
*** *** ** *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services
Upon receiving *** *** complaint, it was provided to the local service unit in *** Heights*** *** contacted *** *** on Monday, December 21, *** *** stated that she is not having any issues with the range at this timeShe states that the tech's that came out didn't know what they were doingI let *** *** know that we will look into the service orders and we will use her feedback as a coaching opportunity*** *** was provided with *** *** office number and has been invited to contact her in the event she requires any assistance from SearsThe range in question was purchased from Sears on November 9, and per our policy, *** *** had days in which to request a refundSince we have noted our response to *** *** complaint, we ask that this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
***
Tell us why here

Five years ago I ordered my refrigerator from Sears on a Black Friday and when it came time to deliver it, the appointment was continuously pushed outAfter further investigation they had sold the fridge I already purchased and delivered it to someone elseMy fridge never arrived and it took a lot of effort on my part to obtain my refundApproximately two years later, I gave them another shot with our outdoor patio furniture and their billing department charged me for two sets instead of oneIt took several months before they finally agreed to refund me for the second setThis past week, they cancelled my online order without explanation and refused to provide and explanationI've had terrible experiences with Sears every single time I've tried to give them my business, but I won't make that mistake again

Contact Name and Title: *** ***
October 15,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** * * ***
*** *** ***
We have completed our investigation *** ***
complaint regarding her dissatisfaction with Sears Home Services
First, we would like to apologize to *** *** for failing her expectations in regard to the repair of her dishwasherAdditionally, we would like to assure *** *** that we appreciate her 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 *** *** concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within *** complaint, so that future problems can be averted
Our records show that *** *** dishwasher was approved for an in-warranty exchange and the store of purchase processed the transaction on October 14, *** *** selected the same model of dishwasher and is currently awaiting installationIt is our understanding that the installation should be completed within the next few daysWith that said, since we have provided *** *** with an equitable resolution and documented her concerns with the repair process, we ask to have this matter closed
Again, we apologize to *** *** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist

Initial Business Response /* (1000, 10, 2015/06/25) */
Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: Kimberly ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding Sears
Home Services appointment availability
We have a centralized scheduling process that streamlines our repair scheduling and makes it more efficientOur service visits are arranged in a circuit, with a predetermined starting and ending pointWe are glad to provide our customers with an estimated window of arrival on the date of serviceWe have documented that our process did not meet Ms***' needs; we do compile this information to determine whether changes are warranted to best meet both our customers' needs and our own business objectivesWe understand that this experience may cause a subsequent loss of future sales for Sears and we do not take this lightlyWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms*** expectationsOur records indicate that a new heating element was installed into Ms*** range on June 23, between 2:and 3:00pmSince we have noted Ms*** complaint and have forwarded it on to local management for review, we ask that this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***

Complaint: ***
I am rejecting this response because:
These items were received as Christmas gifts , are goods purchased from Sears, and they are in the original unopened Sears packaging I believe there should be some way for me to exchange them for store credit since these were gift items received by me Please appeal Sears' decision and respectfully request that they offer some type of compensation in this extenuating circumstance Thank you for your helpI look forward to your response
Sincerely,
*** ***

October 2,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: ***- Tashana ***
Dear Ms***:
We have completed the investigation of Ms***'s rebuttal to the response we previously sent
After reviewing Ms***'s response, our show that the delivery of her purchased appliance was completed on September 25, Although we were not able to locate any notes indicating we offered Ms*** any concession, we processed a $check for the delay in receiving her exchangeWe ask Ms*** to allow 7-business days to arrive via USPSSince the delivery of Ms***'s appliance has been completed and courtesy compensation was provided, we respectfully request this case remain closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -5***
i***@searsch.com

Initial Business Response /* (1000, 5, 2015/09/29) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of Ms.*** complaint regarding
her refrigerator
After reviewing the complaint filed by Ms.***, I reached out to her via email and offered to process an in warranty replacement of her refrigeratorThat said, a new Kenmore refrigerator has been ordered and is scheduled to be delivered to Ms.*** home on Wednesday, September 30, Moving forward, if Ms.*** has any additional concerns, she can email me as she has my email addressSince it is my understanding that Ms.*** was satisfied with the actions taken to resolve her complaint, we ask that this complaint be closed
We apologize to Ms.*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from SearsThey offered me a new refrigerator and had it delivered the next dayI was very pleased with the outcome

January 26, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her canceled sears.com layaway order It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $was issued to her *** account ending in *** on December 23, 2016. We would like to offer Ms*** a $gift card as an apology for this issue. Ms*** may contact call *** within thirty days of the date of this letter and speak directly with Regulatory Complaint Specialist *** *** or by leave a message for her indicating that she would like to accept the gift card. In the interim, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of our layaway process and the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and an equitable resolution has been proposed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***

My wife and I bought an LG # LSCXXXXXST, which is a side by side refrigerator, in We also have American Home Shield (AHS) for appliance coverage Back in August the refrigerator showed code Ef FF on the display and we noticed it wasn't cooling the way it should So, AHS sent a local repairman out to fix the problem He replaced the evaporator fan and motherboard, which fixed the problem Approximately two weeks later, the same thing happened again so AHS sent another technician He unplugged the refrigerator, plugged it back in, which reset the refrigerator and said a Sears repairman would have to look at it since they could better troubleshoot the problem The problem is we had to wait three weeks because that's the soonest they could send a repairman When he showed up, he said there was nothing he could do because the refrigerator was working and there was no error code He said to call back when the error happens again This past week the error code showed on the fridge and yes, the refrigerator went out again Luckily we only had to wait three days For the repairman to come out, unplug the refrigerator, plug it back in to reset the code, and said he would order a new motherboard and evaporator fan That same day we received the motherboard, which tells me he ordered the parts before coming out to look at our refrigerator We have all the parts sitting on top of that fine magnet holder but the soonest Sears can send a repairman is October weeks from now
Our problem with this is the fact not everyone has a spare fridge sitting around when your cubic inch refrigerator/freezer goes out We have two small dorm size refrigerators and an apartment size refrigerator, AND that fine magnet holder running up the electric bill in our house and the best they can do is come out to install the parts, they ordered before they even looked at the refrigerator, three weeks from now We had to throw food away twice now and all they want to do is try to salvage an appliance that has the potential to fail again Totally unacceptable and I will never buy another appliance from Sears, nor will I shop there again

May 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** ** *** *** *** *** We have completed our investigation of *** *** complaint regarding the service experience for her range It is unfortunate that we failed *** *** expectations with her recent repair experienceWe value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurredUpon receipt of *** *** complaint we found that her range had been repaired*** *** confirmed that it was in good working orderFor customer satisfaction we offer to provide *** *** with a one year Master Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $As this resolution was acceptable to *** *** we have closed our case We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

January 25,
Revdex.com
*** *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** *** *** Via: Revdex.com Website
Dear Ms***
Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileThis letter is to confirm that we have been in contact with Ms*** *** SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
Ms*** *** began calling SHIP on 12/1/in regards to a storm door which was pulling away from the wood around her entry doorPer our service records, Ms*** *** refused to pay the $service fee for an inspection on 12/1/16, so the service was not openedMs*** *** was outside of her labor warranty at this time, which expired 6/23/She continued to call for our assistance, and SHIP decided to waive the service fee as a goodwill gesture so we could inspect her concernsA service was opened, and our technician went out to the home on 1/12/Our technician found a broken chain on the storm door, as well as a bracket for the closer which was pulled out of the door jambIt was determined that the storm door was ripped out of the door frame, which appears to be caused either by wind or excessive forceOur district production manager, *** *** offered to replace the wood around the frame at a discounted price for Ms*** *** as a courtesyMs*** *** was unhappy with that offer, because she claimed the storm door was broken because of our installation and felt that she didn’t need to pay for this repairPlease be advised that SHIP installed the storm door over her existing door and door frameThe wood appeared to be in good condition at the time of installation and able to support the storm doorThe storm door in question was installed 6/23/A permit was also pulled for the installation, which passed the final inspection with the Village of *** ***
Ms*** *** also alleged that her storm door slammed shut on a neighbor’s child, resulting in an unknown injuryDue to these allegations, I have contacted ***, our third-party claims company, for further handling of the personal injury claimI have notified Ms*** *** that we have contacted *** to assist her with this matter, as we take those allegations very seriouslyMs*** *** responded “not to bother at this point” and that she will take this as far as she can go, and she will have her attorney contact usI advised her to have the attorney send a letter of representation, and we would be more than happy to speak with the attorneyFor further assistance with the personal injury claim, a *** claims examiner will be in contact with her to move forward
Since Ms*** *** expressed her disinterest in moving forward at this present time, we are closing our fileWe will also notify *** that she has advised us not to bother with the claimShe may contact her homeowner’s insurance company in regards to the damages to her storm door and wood frameAt this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Ms*** *** as a customer and apologize for any alleged frustrations she may have experiencedIf you have any questions or concerns, please contact me at *** * ***, or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** *** via 1st Class Regular Mail