Sears Holdings Corporation

December 7, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]      Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his water hose.      As clarification, the Craftsman Warranty says that we will supply a comparable replacement; it is not noted that the same model would be provided or that the replacement model would have the same warranty. Mr. [redacted] has requested that we provide him with a Craftsman branded water hose as his replacement, but that is not available in Puerto Rico any longer. In such an instance, we would offer the consumer the most comparable item we have available, but if that is not agreeable, then a gift card for the amount they paid can be issued if a purchase receipt is provided. If a receipt is not available, the lowest selling price on file for them item can be put on a gift card as well. Mr. [redacted] refused all of these options even though we carry a water hose that is not Craftsman branded with a lifetime warranty and the gift card he would have received would likely have allowed him to purchase that item outright. We apologize that none of these offers met with Mr. [redacted] satisfaction, but we feel that any of the aforementioned options would have fulfilled our obligations for the warranty his Craftsman water hose carries. Should Mr. [redacted] wish to reconsider, he may contact Store Manager Jose Santiago during normal business hours at [redacted]     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

November 3, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]We have completed our investigation of Ms. Porter’s complaint regarding installing the chains on...

her lawn tractor. On receiving [redacted] complaint we reached out to her local Sears store. Although Sears normally does not install chains onto a lawn tractor, [redacted]r the local Sears store manager did confirm the offer was made to [redacted] at the time of the purchase. The store manager has not been successful in contacting [redacted] so that she is not charged for this service. Several messages were left at her contact number of [redacted] with a call back number directly to the store manager’s phone of [redacted]. If [redacted] would still like to have the chains put on her tractor she will need to contact the store manager to have this completed. In the interim, we will consider [redacted] matter closed, pending her response.We apologize to [redacted]n 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,[redacted]

March 11, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]   [redacted] We have completed the investigation of [redacted] complaint regarding a recent order.     As clarification, the listing for this item is “split queen” and under the description on the page, it says: “must order 2.” Under “special offers”, it also notes: “Must add 2 Box Springs to cart for Split Queen, King & Cal King Mattresses for a complete set.” We apologize if this was not clear to [redacted] We also want to note that we do have policy of not allowing returns for mattresses and foundations as it takes a while for the body to acclimate to a new setup. However, that would not really apply in this situation and we want to apologize that it was misinterpreted by our employees. We will address that issue. That said, our records reflect that a pickup for the foundation is scheduled for March 16, 2016 and a refund minus the delivery fee, which is non-refundable, will be issued once the item has been confirmed as returned to our warehouse.  In light of the aforementioned information, we respectfully ask that this matter be considered closed.   Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]

I could spend hours telling you my multiple Sears.com and home warranty horror stories but I don't think it will help the average customer. Suffice it to say it boils down to this when dealing with sears customer service: 1)The left hand doesn't know what the right hand is doing, 2)They don't give extension numbers out so you can NEVER find the person you talked to, trying to speak to a manager or supervisor is even harder and they usually DON'T call back, 3) Sears people often lie to you to get you off the phone, 4) Some people you talk to are friendly others argue with you like the one today 12/21/16. 4) You can tell the sears customer service jobs have been shipped overseas-always an [redacted] or [redacted] to speak with. Those jobs should stay here!
One time I tried calling the corporate offices to speak to the President, vice president, manager of operations (after two months of a broken dryer), left messages - no calls or follow up.
I have a sear home warranty as this is the only company that comes out to fix stuff anyway under any warranty. The are poor at best having to call them out 2-3 times to fix the same problem over and over again.
Sears makes GREAT tools and many many years ago had good customer service, now they are a shell of a company with the animals running the zoo with NO OVER-SITE. YOU SHOULD BE EMBARRASSED SEARS! SHAME ON YOU.

Initial Business Response /* (1000, 5, 2015/07/15) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr.[redacted] complaint regarding damage to...

his home he stated was from his refrigerator.
Sears has referred Mr.[redacted] damage claim to our third-party claims administrator [redacted] for further review. Once [redacted] opened the claim, LXXXXXXXXXX-XXXX, it was assigned to Claims Examiner [redacted] for handling. Ms.[redacted] can be reached at (XXX) XXX-XXXX during normal business hours or via email at [redacted]@sedgwickcms.com. For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]'s actions. Their decision is immutable. Since we have provided Mr. [redacted] the information needed to follow up on his claim, we respectfully request that this complaint be closed.
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 Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

October 6, 2015
Revdex.com
[redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
[redacted]
[redacted]
[redacted]
[redacted]
Thank you for...

contacting Sears Home Improvement Products, Inc. (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We 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.
As a gesture of customer service we will be returning to her home on October 7th to complete the preventative maintenance check on [redacted] furnace, repeat the preventative maintenance check on her A/C and we will make a permanent note in the system to prevent any future complications with scheduling each unit separately for the yearly maintenance. [redacted] is aware that the regular maintenance of the drain line is the responsibility of the homeowner. We have informed [redacted] that the local district office will be in contact regarding the reimbursement of her out of pocket plumbing costs.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted].
Sincerely,
[redacted]
[redacted]
[redacted]

October 20, 2016   Nita [redacted]
class="InsideAddress">Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL  60611   Re: [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mrs. [redacted]’s complaint regarding her refrigerator and her request for a replacement.   First, we would like to apologize to Mrs. [redacted] for failing her expectations in regard to the repair of her refrigerator.  After reviewing the notes in our service system, our office authorized a replacement under Mrs. [redacted]’s Master Protection Agreement (MPA).  Based upon the features of Mrs. [redacted]’s current refrigerator, it was determined that $2,899.99 would provide her with a comparable replacement under her MPA.  Heather [redacted] with 6141 spoke with Mr. [redacted] on October 20, 2016, and provided him with the replacement instructions.   Mr. and Mrs. [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist them.   The [redacted]s will need to provide the telephone number on record, (412) [redacted], to verify the replacement authorization.  The new refrigerator will be delivered at no charge and the old unit removed.  The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 5, 2018.  With that said, since we are providing Mr. and Mrs. [redacted] with an equitable resolution, we ask that this matter be closed.   Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

Sears repair is a joke - I waited 10 days for parts to be delivered and my washer to be repaired - I was told it was repaired and it had nothing to do with the parts that were sent (the parts that were sent were never used) - 15 minutes after the repair man left I had the same problem with the machine - calling immediately I was promised the repair man would return my call, ha ha ha, he never did and now I'm waiting another 7 days to repair the same problem - But I have more of an issue with Sears so called customer service - THERE IS NONE - they put you on hold forever then hang up on you - they only know how to read from a script - but I guess you get what Sears pays for, outsourcing

January 25, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]     Dear [redacted]   We have completed the investigation of Ms[redacted] complaint regarding her inability to receive her recent order the billing involved.   As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers 24 hours a day, 7 days a week, 365 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 Ms. [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 SITE. FURTHER, 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 COMPONENTS. NO 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 items in question were not available in Ms[redacted] area and the “charge” she saw was merely a pending hold, not an actual charge. These usually fall off within several days. However, we have spoken with [redacted] and the transaction was voided altogether today. As far as the points Ms. [redacted] speaks of are concerned, she only used $6.71 worth of points on her order and they have been added back to her account. These points expire on January 27, 2016 so they need to be used before then. In light of the aforementioned information, we respectfully ask that this matter be considered closed.   In closure, 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, [redacted] Specialist, Regulatory Complaints [redacted]

July 31, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted] – Katrina Y. [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’ complaint regarding her dissatisfaction with the charges she was assessed for parts ordered by our technician and her request to receive a refund for perceived overcharges.
 
As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. In the case of electronic control boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part.
 
When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves.
 
In Ms. [redacted]’ case, she accepted an estimate for repair from our technician that included the correct prices for both parts and labor, and we completed the service under those terms. We do not advertise that we match part prices, whether at our online site or through other part providers, and it is not something we have ever done. The part prices on our website have always been lower as we explained above.
 
With that said, while we do not find she is entitled to receive a refund for the price difference between the cost she paid and the price on Sears PartsDirect, we are willing to provide Ms. [redacted] with a 20% discount on her services as a courtesy; particularly since no one seemed to explain to her why there was a difference and that we did not match prices. The refund would be $114.41 with the tax, and if Ms. [redacted] would like to accept this alternative resolution, we would just need her to provide the first 12 digits of her 16 digit Sears card ending in [redacted] I will be out of the office on vacation this next week, but Ms. [redacted] is welcome to call me at [redacted]-[redacted]-[redacted] or email me at Dana[redacted]@searshc.com, after I return August 8th if she would like to provide me with the information so that she can receive the offered refund. In the interim, since we are willing to issue a refund even though the charges for our repair were correct, we have closed our file pending Ms. [redacted]’ response and my return to the office.
 
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. As mentioned above, be aware that I will be out of the office starting today and not returning until August 8, 2016.
 
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]-[redacted]-[redacted]
Email: Dana[redacted]@searshc.com

March 17, 2016



Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611

Our File No: [redacted]
Complaint ID: [redacted]
Via: Revdex.com Website

[redacted]
*
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. This letter serves to provide a response to the customer’s rebuttal statement dated 03/10/2016. SHIP will be more than happy to provide the customer with the products that cannot be returned per her request, but will only agree to do so if she is willing to pay for them at retail cost.

SHIP is unable to give [redacted] the products at our cost. The retail cost is $[redacted], and we’ll reduce that to $[redacted] We are not trying to enforce the contract, which we do have a right to do if that was the route we wanted to take. However, it is not the way SHIP wants to do business. Neither do we want to make it a practice of cancelling contracts and giving away products at wholesale prices. That is the reason we will provide the product at retail cost.

SHIP retained a portion of [redacted] initial payment due to costs incurred and the amount to be returned to her account is $[redacted] If she wishes to purchase the products she can do so at retail costs. She will need to contact me and I’ll assist with this getting done. If you have any further questions or concerns, please contact me at [redacted], or via email at [redacted]

Sincerely,



[redacted]
SHIP/HI Regulatory Complaint Specialist

cc: [redacted]

Complaint: [redacted]
I am rejecting this response because: Most of what [redacted] said pertaining to this particular order and their mode of operation with vendors who use thier site are not completely true. When I placed my order, I received an acknowledgement from Sears with an order and tracking number, The vendors did not contact or deal with me in anyway or fashion. So, if Sears on line is not responsible, why did they send me an email with a tracking number. In any case, I did receive my order on 01/10/2016. This is an order I was supposed to have received on 12/18/2015. I just know it has not been a good experience for me and I will be careful in future dealing with Sears.
    I want to thank the Revdex.comChicago for the quick intervention and care in this incident. God bless.
Sincerely,
[redacted]

September 29, 2016Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted]Revdex.com Case # [redacted]Via: Revdex.com WebsiteDear Ms. [redacted],Thank you for allowing our office to assist you...

with the concerns you recently brought to our attention. We appreciate the opportunity to address the customer’s concerns. Sears Home Improvement Products (SHIP) is disheartened that the customer felt that his concerns were not resolved adequately by our company prior to seeking further actions from you. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file.SHIP is responding to the consumer complaint from [redacted] regarding his HVAC unit. SHIP will not agree to replace his HVAC unit. That decision is based on the following information. There have been two inspections done by the SHIP’s project coordinator with the installer and the distributor to address the consumer’s concerns. No issues were found during the first inspection. The second inspection was scheduled with Steve Boyer, the distributor technician for ICP products, the project coordinator and the original installer. They were unable to find any issues with his system during the second inspection. The only noise coming from the unit was the normal compressor noise. They also checked pressures and amperages after a 30 minute run to be sure all was good and found no issues with the unit at all. This was explained to the customers and their daughter.As far as air reaching to the upstairs, we did nothing to the ductwork. However, there was good airflow coming out of all vents. According to the project coordinator, the vent to the daughter’s bedroom (where the customer was complaining it was hot) was closed and we had to use a screw driver to get it opened. When we were there the thermostat downstairs was set on 72 degrees, it was 72 in the house. The upstairs was 74.5 in the mother’s bedroom and 76 in the hallway. It is only a 2.5 degree difference from downstairs to upstairs mother’s bedroom and a 4 degree difference in the hall way. They had most of the doors shut upstairs. It was 91 degrees that day. The project coordinator stated she advised them to leave the doors open to help the air circulate better.  We installed per the contract and the customer signed all completion paperwork acknowledging satisfactory completion of the installation. As far as fixing the unit, there is nothing wrong with the equipment we installed as no issues were found with the unit or installation during the inspections. The City of Reynoldsburg Building Inspector did also complete a final inspection to finalize the permit. The inspector did not find any issues with the product or installation. It has been confirmed with the City of Reynoldsburg Building Division that the permit was finalized and the job was found to be installed according to code guidelines and industry standards. We have fulfilled our obligation in regards to the contract and stand ready to complete any warranty repairs, as contracted, that may arise. As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns regarding this matter, please contact me at [redacted] extension [redacted], or via email at richard.[redacted]@searshomepro.com. Sincerely,Richard [redacted]SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail

Contact Name and Title: [redacted]
Contact Email: [redacted]
October 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal regarding her recent visit to one of our auto centers.
Upon receiving [redacted] rebuttal, we again escalated to [redacted], Auto Center Manager of Unit [redacted] who states that [redacted] came to the auto center to receive her $600.00 credit. Upon arrival, she refused to sign the release of all claims for the $600.00 that was previously agreed upon and instead left. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In [redacted] case we do apologize that we failed her expectations, but we feel that refunding $600.00 per our previous agreement is relative to the circumstances and our decision is final.
We apologize to Mr. Gallardo and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]

February 11, 2016     [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] [redacted]   Dear Ms. [redacted]   We have been unable to complete the investigation of Mr. [redacted] complaint regarding his request to cancel his order and receive a refund. [redacted] Manger for Sears Store number [redacted], has attempted to contact Mr. [redacted] by telephone, but has not been able to speak with him.  She left messages with her contact information on February 2nd and February 8, 2016, asking for a return call to discuss his issue further; however, Mr. [redacted] has not yet replied.  Unfortunately, because Mr. [redacted] order was shipped to our store, the cancellation needs to be processed by our store.  Therefore, until we have the opportunity to discuss this matter with him, we are unable to work toward a resolution.  If Mr. [redacted] still needs assistance, he is welcome to contact [redacted] at ([redacted].  We ask to have this matter closed in the interim, pending Mr. [redacted] response. We apologize to Mr. [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 Complaint Specialist [redacted]

November 3, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  # 94573954 / 10886447 – Rachael Nicole [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms....

[redacted]’s complaint regarding her dissatisfaction with the multiple repairs on her laundry center and her request for the repair to be completed in a timely manner.Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced.  On November 3, 2015 we made a final attempt to repair the dryer on Ms. [redacted]’s laundry center.  Regrettably, our technician encountered additional issues with the repair of the dryer.  We contacted Ms. [redacted] and offered to stop the repairs and to exchange the unit.  Ms. [redacted] appreciated the offer and stated that she had already contacted Christian at the outlet store.  Ms. [redacted] stated that Christian had received approval to process an exchange for a comparable model.  We contacted the outlet store manager and Ms. [redacted] will be contacted within 48 hours regarding the warranty exchange process.For customer satisfaction, we also issued Ms. [redacted] a $100.00 bank check for laundry reimbursement.  She should receive the reimbursement within 10 business days.  With that being said, since it is our understanding in speaking with Ms. [redacted] that the exchange and the laundry reimbursement are resolutions that met with Ms. [redacted]’s approval, we have closed our file.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,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]4 directMatilda.[redacted]@searshc.com

September 17, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 9456[redacted] - Alan [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted] complaint regarding his LG...

refrigerator.
Upon receipt of Mr. [redacted] complaint we reached out to offer service under his manufactures warranty through Sears's service but Mr. [redacted] informed me that LG had refunded them for the purchase of the refrigerator. Since LG has refunded Mr. [redacted] we have closed our case.
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
512[redacted] direct
Vanessa[redacted]@searshc.com

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted] [redacted] [redacted]
class="InsideAddress">  Dear Ms. [redacted]   We have completed our investigation of Mr[redacted] complaint regarding his service experience.   Mr. [redacted] was contacted by our service management and for customer satisfaction he was offered a reimbursement of $105.25 for laundry expense due to the incorrect information provided by our service technician caused a delay in the completion of his service. The request to process this reimbursement was sent on February 22, 2016 back on his [redacted] card ending in [redacted]. Mr. [redacted] should see this credit back on his card within 7 to 10 business days. Since it is our understanding that this resolution was acceptable to Mr. [redacted] we have closed our case.   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,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

October 11, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her online order experience and request for a full refund.   We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this matter. We value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. 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, we forwarded this matter to Sears Detail Control Center. DCC confirmed that a refund had not yet been processed. Accordingly, a full refund of $479.66 was issued today, October 11, 2016, on sales check number [redacted]. Ms. [redacted] credit should post to her account within 3 to 5 business days from today. Additionally, we 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 upon. In the interim, we have noted Ms. [redacted] 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 13, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  [redacted]     Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent purchase.      Store Manager Dan [redacted] provided the following response:   We have spoken with Ms. [redacted] regarding this issue. When we spoke, we apologized for what appears to have been a misunderstanding and we offered to provide her with a credit for $75.60, which she accepted. We also have arranged for service on her dishwasher and washer. Ms. [redacted] indicated that this resolution met with her satisfaction at that time. However, should she have any further questions or concerns, she may contact me (Dan) during normal business hours at [redacted] In light of the aforementioned information, we have closed our file.   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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation