Sears Holdings Corporation

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 I have spoken to [redacted] and the Washer in question that will replace ours is not **, which fine Sears did a good job in resolving this complaint and I am grateful for this being resolved without further action I have attached washer we want to replace our with - should it require a small payment above the $credit I was offered - we will pay it [redacted] was very nice and professional and got to the bottom of this problem Sincerely, [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her washerOur records indicate that the [redacted] Sears Outlet has assisted [redacted] by exchanging her washerOn March 17, 2016, [redacted] took possession of her new [redacted] washerThere are parts that were shipped to [redacted] home that we would like to pick up so that we can return them to the manufacturerWe ask that [redacted] contact [redacted] so that we can make arrangement to pick up the partsSince we have noted that [redacted] has had her washer exchanged and have noted our request to have the parts returned, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 11, 2015/09/03) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have been unable to complete the investigation of Mr[redacted] complaint regarding an estimate to repair his vehicle's air conditioning We have not been successful in contacting Mr***We understand that Mr [redacted] was not happy with the estimate he received for his cars A/C systemIf Mr [redacted] has questions regarding the estimate he will need to go to the Auto Center to get the estimate and reason for the parts listed explained by an automotive technician since our customer service representatives are not trained automotive technicians and will not be able to answer any questions he may have on it Since it is our understanding that Sears has performed no work on his car and Mr [redacted] is not under any obligation to use Sears Automotive services if he is unhappy with the estimate he received we have closed our case We apologize to Mr [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 Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have in my possession a copy of the estimate that was made by your auto department and I can can also provide proof that all that was installed on my vehicle days later was a switch and my AC has been working every sinceSears sent an evaluation that they should be receiving shortly with the reference number on it that they can use to look up the esimate for repair Final Business Response / [redacted] (4000, 15, 2015/09/09) */ September 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] - [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] rebuttal We have reviewed both our response and Mr[redacted] rebuttal, and we do not find that he has brought any new information to his complaint and has as stated in his rebuttal that he has already had his vehicle repaired elsewhereSince Sears Auto has done no work for Mr [redacted] and has not received any monies from Mr [redacted] we have closed our case 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 XXX-XXX-XXXX direct [redacted] @searshc.com

Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] October 5, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: - Claire ***Dear Ms [redacted] ,We have completed the investigation of Ms***'s complaint regarding her recent online order.It is unfortunate that we failed Ms***'s expectations as we value her patronageWe can understand how the series of events detailed 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 contacting Sears' Detail Control Center, they were able to process a refund of $back to her account ending in on September 30, For Ms***'s records the refund receipt number is We truly regret any inconvenience Ms [redacted] may have experiencedMs [redacted] can expect to show the refund post to her account within to business days from that dateIn the interim, we have noted Ms***'s concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, Eligia [redacted] Regulatory Complaint SpecialistSears Holdings Corporation

Revdex.com:Best Home Furnishings was very proactive on the complaint I filed against them in Indiana Even though, the repair was supposed to be handled by Sears, [redacted] called immediately after the complaint was filedThey then emailed me instructions and sent me replacement parts It was as simple as unplugging the defective remote and plugging in the newThis happened August Sears sent me round and round to different phone numbers I was tired of waiting on them, so I took ***s recommendation This can be closed out, but not because I was satisfied with Sears response, but because the chair was fixed by me with ***s help Sincerely, Lanny [redacted]

June Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: - Vernon [redacted] Dear Ms [redacted] : We have completed investigation of Mr***'s rebuttal to the response we previously sent After reviewing Mr***'s response, our decision remains the samePer the manufacture, any stains automatically void the warranty on the mattressThe fact remains that we are not able to honor Mr***'s request for a warranty exchangeAs our decision remains the same, 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Direct Line [redacted] I [redacted] @searshc.com

This is a copy of the email we sent to Sears/ [redacted] When my husband and I decided to replace all of our major appliances seven months ago, we did our due diligence and opted for [redacted] Elite — the top rated appliance on Consumer ReportsWe spent almost $8,at Sears on a dishwasher, fridge, microwave and stove All four appliances were installed on May 6, Three weeks ago, our nightmare beganOur fridge began making intermittent loud noises on Nov3, almost like a generatorIt got progressively worse and so I recorded it on my phone and contacted Sears’ customer service on NovA technician came out on Novand was unable to view an error code because the noise did not occur while he was hereI played the recorded sound for him, but he was unable to determine if there was an issue and what the issue wasHe said, “All [redacted] do that.” He did suspect that it had to do with the cold air coming up from the freezer into the fridgeThe noise continued for another week until Novwhen the fridge stopped cooling altogetherI called Sears on Novto report it and they said they couldn’t get another technician to our house until DecShe put it in as an emergency and rescheduled to DecOn Nov23, the temperature in the fridge continued to plummet, so I called Sears again to see if we could get a technician out to our house before Decor replace the fridge altogether, given that it was only seven months oldIn all, my husband and I made six calls to Sears’ customer service, talked to nine different people and spent over an hour on the phoneIn addition to losing the contents of our fridge, we were also concerned that Thanksgiving was looming and we were hosting family and planning on prepping enough food for ten peopleWhere would all the food go? We were told if Sears couldn’t get a technician to our house by Nov24, they would send a replacement by NovHowever, on Nov—two days before Thanksgiving — we received an email that said we did not qualify for a replacementOn Nov23, I tweeted about our nightmare experience with the [redacted] appliance and Sears’ customer serviceI also posted on Sears and [redacted] ’s Facebook PagesSears responded to my comment with a private message; I never received a response from [redacted] Sears promised to have a technician out to our house on 11/27, the day after ThanksgivingMy daughter-in-law, who works in media, also tweetedWe were incredibly frustratedI messaged back that we expected a replacement and would not be shopping from Sears againI received the backhanded apology, “We regret to hear you feel that way, Brenda.” A technician arrived today (11/27) and said the fan switch wasn’t working, that the water/ice connection wasn’t working and that he would have to order parts WHICH WOULD TAKE A WEEK TO ARRIVEWe have been dealing with this issue since NovWe have not had a working fridge since Nov21, through the Thanksgiving holidayCan you imagine what that has been like? We plan on leaving reviews of your “top-of-the-line” appliances and lack of customer service on your sites, on Amazon, on Consumer Reports and anywhere else we see relevantTo say that we’ve been disappointed, upset and discouraged by this entire process and with your product, doesn’t really cover itIf this would have been a microwave or a dishwasher, we could understand the repair of these appliances are not crucial to the maintenance of a household and that the delay in receiving service could be toleratedThe repair or replacement of a refrigerator is an entirely different matter which should require IMMEDIATE ATTENTIONThe cavalier attitude and indifference with which we have been treated is not acceptableAt this point, we want our fridge replaced immediatelyDrTimothy L and Brenda [redacted] Link to tweets from [redacted] : https://twitter.com/ [redacted] Link to tweets from [redacted] Link to tweets from [redacted]

Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Joseph W [redacted] class="InsideAddress"> Dear Ms [redacted] : We have completed our investigation of Mr***’s complaint regarding the informaitn he received at the time of service as well as when he enrolled in the Sears Appliance warranty We value Mr***’s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his 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 he was treated and that we truly regret that the misinformation he received regarding the Sears Appliance warranty and his repair caused him any inconvenienceWe have canceled the Sears Appliance Warranty and refunded him in fullWe respectfully ask that this matter be closed, since we have refunded Mr [redacted] and noted his candid feedback We apologize to Mr [redacted] 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa[redacted] @searshc.com

August 15, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Patrick [redacted] -# [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his tractor and his request to be authorized $1,under his Repair Protection Agreement (RPA) towards a replacement First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his tractorAfter the technician examined Mr [redacted] ’s tractor on August 12, 2016, the District Service Manager authorized a replacement In accordance with the terms of the RPA that Mr [redacted] carries on his tractor, he was authorized $1,towards a new tractor from Sears Mr [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Lawn and Garden department can assist him Mr [redacted] will need to provide the telephone number on record, (808) 870-6284, to verify the replacement authorization The new tractor will be delivered at no charge and the old unit removed The remaining RPA coverage will transfer to the new tractor and run concurrently with the manufacturer’s warranty until it’s expiration on June 21, However, the manufacturer’s warranty will continue and run a full year from the date of delivery With that said, since we are providing Mr [redacted] with his requested resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 13, 2015/09/15) */ September 15, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Mr [redacted] complaint regarding the minimum fee he was charged once he ended up declining our estimate We would clarify that whenever our customers call to schedule a service call, they are informed that for $we will come out and give them a detailed estimate for part and labor to repair their applianceIf our estimate is accepted, then the customer is only charged the cost for the labor (which is based on job codes that incorporate our expenses to provide in-home services) and the cost for any parts that are neededIf our estimate is declined, then it is noted that the customer would be responsible for our minimum fee as that covers our expenses to provide an in-home diagnosisWhen Mr [redacted] son signed off on the estimate the receipt would also have shown that this minimum fee is not refundable Furthermore, we do not give estimates over the phoneHowever, sometimes when pushed our call agents will try to speculate on possible costsIn Mr [redacted] case, the retail price of the cook-top was $Unfortunately, depending upon the size of the cook-top and the complexity of the configuration, the price can vary widely particularly as we work with OEM sourced partsSince Mr [redacted] called in and canceled the repair before we installed the part, he was entitled to receive a refund of all monies that were pre-paid less the non-refundable trip feeAccordingly, once we verified that the part was intercepted and returned back to the warehouse, a refund was issued on August 13, 2015, for $back to the Visa ending in***As a conciliatory gesture only, and not as an obligation, we would be willing to meet Mr [redacted] half way and refund half of our normally non-refundable minimum feeTo do this, we would need him to call or email us his Visa card number again, as it is no longer accessible in our system (we do not need the security code or expiration date)Once received, we would process a refund for $back to that accountI can be reached via email at [redacted] @searshc.com or via phone at XXX-XXX-XXXXIn the interim, since we have explained that the fee was in fact agreed to, particularly by the person that accepted our estimate, and yet as a courtesy we are willing to provide a partial refund of that fee in order to provide Mr [redacted] with some closure on this issue, 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: XXX-XXX-XXXX Email: [redacted] @searshc.com

January 25, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his washer repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his washer repair Additionally, 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 Accordingly, we forwarded Mr [redacted] complaint to Territory Manager [redacted] for review While Mr [redacted] was responsible for the cost of repairing his washer, due to the confusion regarding what parts should have been installed, Mr [redacted] agreed to refund Mr [redacted] in full Accordingly, a refund request for $was submitted on January 25, Mr [redacted] should see a credit post to his [redacted] account ending in [redacted] within the next week In summary, since we have completed the repair to Mr [redacted] washer, 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

My experience with Sears Customer Service Department has been consistently horrible I have been a loyal customer for many years and sadly throughout those years and several [redacted] appliances I have experienced the worst customer service Most recently with the repair of my range and then the eventual purchase and delivery of a new range I have a inch rangeThe oven stopped working on separate occasions the repair person did not show as scheduled On every occasion I called Sears to report that the repair person did not show On three of the five occasions the repair person called after my husband and I stayed home to wait on them and said that they were behind and would not be able to come and asked could they reschedule When we protested that we have jobs that we took the day off from and would not be able to reschedule they basically responded that we had no other recourse Sadly, I had to call another repair company that did show up as scheduled The repair company said that the part we would need was no longer in production so we would need a new stove I stupidly purchased the same stove from Sears and it was to be delivered today 11/16/ I woke this morning and called Sears because they did not call to confirm delivery When I reached customer service the representative said that the stove was being delivered tomorrow I explained that the delivery was to be today She repeated several times that it was tomorrow I asked why was the date changed without notification, she again repeated that it was tomorrow I asked for her manager who after telling me several times it was tomorrow eventually explained that the stove was delivered late to distribution I explained that I could not take off tomorrow Again no satisfactory response I asked for her manager, again tomorrow I asked why wasn't I notified that the stove was not being delivered today, again no response Sears has numerous complaints all over the web for poor customer serviceIt is disheartening that they do not seem to care about their service to customers after the sale

February 2, [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 inability to receive a microwave he purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description In case Mr [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the microwave in question is not available and since it was being sold at a special closeout price, there are no substitutions That said, a check for the $Mr [redacted] was charged, was issued on January 30, We ask that he allow 10-business days for deliveryIn closing, in accordance then with our disclaimer and our posted policies, we are unable to honor Mr [redacted] request to receive the original microwave since the item is no longer available and are also unable to provide him with a substitution for the same price, but he has received a refund, making him whole 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] Specialist, Regulatory Complaints [redacted] Tell us why here

August 3, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Coskun [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Parts Direct First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the part order he recently placedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted Penny [redacted] with Parts Direct for assistance Ms [redacted] responded that she issued a full refund to Mr [redacted] Visa account on August 3, 2016, so he should see a credit in the amount of $post in the next five to seven days Additionally, Mr [redacted] can discard the part With that said, since we have documented Mr [redacted] concerns and issued the aforementioned refund, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a saw purchased from Sears An authorization to replace [redacted] saw, in warranty, was sent to the Washington Square Sears storeMike Phillips, the store general manager will have a member of his staff reach out to [redacted] to schedule a convenient time for him to come into the store to exchange his unitWe apologize to [redacted] for the inconvenience noted in his complaintAt this time, since we have noted the approval to exchange [redacted] saw, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

I have an issue with trying to cancel an online order with Sears I ordered the product online but made a mistake with the shipping address I IMMEDIATELY noticed my mistake after submitting the order and tried to cancel online but was unable to I contacted Sears via web chat and was told that I could not cancel the order or change the shipping address, and could not speak directly to the store warehouse that was shipping it because they had no phone (which I later found was a Sears Store located in Washington State-with working phones) The person I chatted with told me he could submit a request to cancel the order but it takes 5-days (for a package scheduled to arrive in days) He would not escalate the issue so I called the customer service line The first person I spoke with said there was nothing I could do and hung up on me after about minutes of going around in circles I called back, spoke to another rep, and got hung up on again under the same circumstances I was not able to get a clear answer from anyone in this company, and now the package is shipping to the wrong address I have to work this out with UPS now, if that is even an option, otherwise my business is out over $

I purchaswed a Kenmore Elite refrigerator in February (model # 795.72053.112), which is rarely used because it is in a vaction home Nevertheless, it has a series of problems, including: it leaks water from the water dispenser; it displays an error code "Er IF"; it does not dispense water; and the freezer door keeps falling off the hinge On 12/22/(at pm EST) I spoke to "Danielle" at Sears Home Services (1-800-424-2047) to schedule a service repair, only to discover that the refrigerator is out of warranty To add insult to injury, Danielle was RUDE She refused to forward me to a supervisor and actually told me "there is no point talking" and "I don't know why you don't seem to understand that I won't let you hold [for a supervisor]." I find it unacceptable that a $3,refrigerator has so many problems in such a short period of time! In addition, Sears will not serivce it for 1/weeks (1/8/2015)

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 mePlease note that Sear Holdings CorpHad already processed, packaged and shipped the gift card in question on 8/4/by 5:24pmHowever, Sears' customer service failed to communicate this action with me at that time, and this lack of communication is what lead to the filing of the report with the Revdex.com on 8/9/The gift card was received the following day (8/10/2016)I do not view Sears (or their affiliates) negatively in any way, however I do suggest changing the "Save On All" Promotion instruction to read "Please allow 60-days for processing" instead of the 30-days it currently readsThank you for your time and attentionSincerely, Joshua ***

December 22, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations and we can assure that his 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 contacted the Sears Corporate Gift Card department to research furtherWe have confirmed that Mr [redacted] has received a refund of $back to his Sears [redacted] and $back to his Shop Your Way Reward accountThe remaining refund of $was issued in the form of a gift card on December 3, However, since Mr [redacted] has indicated that he has not received it, the Sears Corporate Gift Card team has processed a new gift card as of December 22, The new gift card will be shipped via UPS within to business daysAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the new gift card 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

Complaint: [redacted] I am rejecting this response because: The lack of customer service by this company is appaullingThe company has not attempted to contact me to even try to make a resolutionDuring the time of the warranty, the company never resolved the issues with the fridge and never made the proper repairs to make it in full functioning orderFurthermore, Sears states that it records customer calls for customer service qualityIn the phone calls I am sure the company can review what was discussed on the numerous phone calls I placedI have contacted a [redacted] and it was made clear that a fridge should last more than sixteen days and has an intended usage life of seven to tenSears should be held accountable to repair the fridge since it was not properly fixed during the time it was coveredIf the fridge leaked, did not cool down, and caused food to perish within the first sixteen days and it is still doing it over an hour later, it is reasonable to conclude that the proper repairs were don't done by the service techniciansSears sold a malfunctioning unit and is now trying to get out of replacing itIt is bad business ethics and theft I also wanted to state that in my original email directly to Ms [redacted] , I made her aware that I preferred to be called Mrs [redacted] since I am marriedI also signed my last rebuttal with that Each time she has responded, she has made it her every intention to call me ms [redacted] It is rude and petty to be purposely undermined by this representativeI request that a different Sears rep handle this case from this point forward Thank you for your time, [redacted]