Sears Holdings Corporation

November 9, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms [redacted] ’s complaint regarding her recent order of appliances.We would first like to apologize for the delay in responding to this matterAfter receiving the complaint filed, we have been in direct contact with Ms [redacted] and have corrected the initial issue in ordering the appliancesWe honored the original purchase amount that was agreed upon with a previous online agentAdditionally, we issued a refund of the installation fees for the microwave and dishwasher We apologize again for the inconvenience Ms [redacted] has experienced and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted Finally, Ms [redacted] currently has service scheduled for a technician to evaluate the dishwasher on Tuesday November 10, We will follow the service until completionShould Ms [redacted] have any questions or concerns, she may contact me directly at [redacted] or via email at [redacted] [redacted] @searshc.comIn the interim, we respectfully ask to have this matter closed, pending service completionWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation

June 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her water heater As clarification, Ms [redacted] water heater was damaged due to a plumbing issueWe have pictures of the setup and it is clear that a leaking pipe caused water accumulation on the unit and an electrical short was the result Ms [redacted] manufacturer’s warranty only covers “defects in materials or workmanship.” It also says “we will not pay for service calls to correct appliance installation not performed by Sears authorized service agents or to repair problems with house fuses, circuit breakers, house wiring, and plumbing or gas supply systems resulting from installation.” Furthermore, the Repair Protection Agreement (RPA) Ms [redacted] purchased excludes installation or plumbing issues; the coverage applies to the unit itself and to any functional problems with the item Any plumbing issues related to the leaking pipe would be her responsibility to rectify and at her own expense Ms [redacted] says she was not advised of the full terms of the RPAHowever, consumers are mailed a copy of the full terms of the RPA and if the consumer finds the terms unacceptable after review, they may cancel their coverage within days to receive a full refundIf Ms [redacted] failed to receive a copy of those terms for some reason, it was her responsibility to call and ask for one At this point in time, Ms [redacted] options are this: If the water heater is repairable, we can provide her with an estimate and she will be given a 25% discount since she the RPA provides that benefit for uncovered repairs She may cancel her RPA, receive a full refund for that coverage and purchase a replacement water heater at her own expense We would be willing to provide her with a 10% discount off of a new water heater purchased from Sears Ms [redacted] may contact me during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 [redacted]

April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding an email he received recently While we try to prevent mistakes in our advertising, unfortunately, there are times wherein one is included inadvertently due to human errorNot being able to see the email [redacted] mentions, we can only assume that us what happened in this case since the item he noted was not on sale for that priceHowever, we would like to note that our emails do state that we “shall not be held liable for errors or omissions in pricing.” The correct price for this set was $and we are willing to provide him with a 15% discount off of that price as a courtesyShould [redacted] wish to accept, I may be reached during business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] * [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorAfter reviewing Mr [redacted] complaint, the service records were reviewed and our office provided his desired resolutionThat said, our office has processed a refund in the amount of $301.20, which we expect to post to Mr [redacted] card within the next 3-business daysSince we have provided Mr [redacted] with his desired resolution, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

October 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with the dryer he purchased First of all, we want to apologize to Mr [redacted] that the fee for diagnosis/examination was not brought to his attentionOur policy is that a script is to be read to each consumer advising them that there is a non-refundable diagnosis fee charged whether the repair is completed or notWe also want to let Mr [redacted] know that we have forwarded his concerns regarding the employees he mentioned to the appropriate parties as well as for employee that scheduled his appointment so that we may prevent further such occurrences In regard to the dryer itself, Mr [redacted] seems to believe that it is defective somehow and he feels we are not standing behind our product by failing to inspect his item for freeHowever, we have no recalls on file from the manufacturer for this modelWe have honored the manufacturer's warranty and it seems he has had reasonably good use of the dryer as we have no other request for service on file for the last yearsWe feel if there had been some sort of defect, we feel it would have been manifest much sooner, but the only request for service we have on file is this oneThe paper Mr [redacted] is speaking of could have been some sort of lintEven if it is not, the dryer is almost years old and the one year manufacturer's warranty expired long ago; therefore, any repair/diagnostic costs would now be his responsibilityWe are very concerned with the safety of our consumers and this incident has been reported to the Consumer Product Safety CommissionWe apologize if this does not meet with Mr [redacted] 's satisfaction, but he did have the choice of purchasing a service contract that would have covered instances such as this after the manufacturer's warrantyThe benefits of such a purchase have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionThat said, we appreciate Mr [redacted] 's patronage and we are willing to provide him with a refund for 25% of the diagnostic fee service if he uses a Sears technicianShould Mr [redacted] decide to accept, I may be contacted at the email address listed below during business hoursIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist ( [redacted] @searshc.com

March 14, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and the delay of her store piorder It is unfortunate that we failed [redacted] expectations when she recently placed an order with KmartWe 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 Our records indicate that some of the items [redacted] ordered were available February 29, 2016, and some were available March 2, 2016, and as such the order status was held until all items were ready for pick up At this time, we can only reiterate that we truly regret any inconvenience she may have experienced due to this issue We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted [redacted] comments and we have confirmed that her order was available for pick up within a reasonable time frame 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 [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meI am disappointed that I had to escalate the issue to the Revdex.com in order to get a more timely resolution to the issue; thank you very much for your assistance Sincerely, [redacted]

September 21, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: Revdex.com Case #: 94563834/ John [redacted] Via: Revdex.com Website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concerns SHIP did not contract to hire a licensed electrician or plumber unless the city required permitsIn this case, I confirmed with the Town of North Hampstead building department, we do not need permits for the kitchen remodel jobHowever, we did hire a license electrician as a gesture of customer service at the Customer's demandFurthermore, we did schedule our tech to make the plumbing repairsUnfortunately, the Customer rescheduled the appointment due to being out of townThe date the tech was scheduled to go out, he called to advise he was running lateThe Customer did not return our calls to reschedule and hired an outside vendorWe did request the invoice so we could review the bill and reimburse the customer for any repairs that were related to our contractTo date, we have not received that invoice At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x 5415, or via email at Melissa[redacted] @searshomepro.com Sincerely, Melissa [redacted] SHIP/HI Regulatory Complaint Specialist cc: John [redacted]

This review/complaint is regarding Sears, the [redacted] Vacuum Cleaner 21814, and the 5-YR Master Protection AgreementThis is the third [redacted] canister vac I've owned in yearsI purchased it in at Sears for $plus the 5YR warranty for $I've had the vacuum for yrs monthsTwo parts have broken and been replaced, and now one of the replaced parts has broken againHere's a timeline that explains why I'm so upset with Sears5/11/- Purchase Date 5/9/- We were told the 5-yr protection plan included coverage of yearly maintenance, so I called to find out where I could take the vacuum for this maintenanceTo my shock, I couldn't take it anywhereIf I wanted to take advantage of the maintenance, I would need to drop it off at Sears and then it would be shipped to Texas for the maintenance! Texas! (We're in WI.) I decided not to take it in because A) I wouldn't have had a vacuum for 3-weeks, and B) I worried that it would get damaged during shippingWhat I requested instead (and this took A LOT of phone calls) was for Sears to provide me with filters and bags that I could use over the next years, because those things are supposed to be changed out during the yearly maintenanceLuckily, they obliged7/16/- Part number of the [redacted] base unit (the furniture guard that wraps around the unit) fell offNow, without this part, you can't vacuum along woodwork or near furniture without fear of damaging these thingsThe part is basically a bumper to protect items in your home and the base unit itselfSince I have the 5-yr warranty, I called to see if a new furniture guard could be sent to meInstead of sending just a guard (which would have been difficult to attach to my existing base), the service rep sent an all new powermate base unitI was off the phone in minutes and received the new base within a week9/9/- Part number of the floor brush (the swivel pipe) broke, causing the wand to separate from the base whenever I was vacuumingThis made it impossible to vacuumAgain, I called to request a replacementThe call did not go as smoothly as when I called in July to request a replacement for the furniture guard, but when all was said and done, I was sent a new swivel pipeGreat, right? Wait for it1st person - I called the number (for PARTS) I'd called two times previously regarding replacement parts covered under warrantyThe person I got this time said I called the wrong numberShe gave me a different number for WARRANTY and then transferred me2nd person - Said I was transferred to the wrong department and transferred me to the PARTS PROTECTION DEPARTMENT3rd person - Said I was supposed to call the PARTS department, which I called in the first place! **I should note that each time I got on the phone with someone new, I had to re-explain what I was calling for[redacted] So I get transferred again--back to parts! 4th person - (At this point I start asking names.) Armin (said his supervisor's name is Spencer) with Parts Direct tells me the part I need cannot be shippedInstead I have to schedule for a service tech to come to my home to fix it or verify that it's broken at which point a replacement would be orderedBUT, if I need a new part, I will have to pay for it and will only get a 25% discount courtesy of my yr parts warrantyExcuse me? I've had to have this part replaced once before, and at that time, the service rep sent it to my homeSo why isn't it covered now? Armin tells me the two reps who'd previously sent me replacement parts should not have done so, that they did so erroneouslyThat made absolutely no sense to me (how could two separate employees make the same error a year apart?), so I asked to speak with someone elseArmin gladly transferred me5th person - Austin, a technical specialist, listens to my issueHe informs me that the actual reason why a replacement part cannot be sent out is because the price has increased since 2015, so it is no longer covered under the 5-yr master protection plan (warranty)! Seriously? He mentioned some prices while we were talking, and then I realized at one point that I should be writing everything downI remembered that he'd said the price for the part was $and asked him to repeat the price, which I know he stated was over $But then he told me he never said how much it was now and that he isn't even allowed to tell me the pricesWhat? Why? He'd already told me the prices previously but then when I asked him to repeat so I can jot them down, he says he can't? I was so confused at that point and probably should have let it go, but I needed answersSo I asked to talk to someone else6th person - Ana tells me that I should take the vacuum back to where I purchased it for an exchangeYes, to exchange the entire vacuumSince I'd already received two replacement parts and now need another, she says it qualifies as a lemonI tell her I don't want a new vacuum, just the replacement part, but she maintains that the part is no coveredSo, I ask her for the number of the original store and she gives it to meThen I request that she calls the store to explain my situation and verify that they will in fact exchange the vacuumAna hangs up on meI'm not making this up, folks7th person - I call back and get AngelaShe listens to my entire story and then proceeds to explain how/why the part I need may no longer be covered when it had been covered in the pastShe says it doesn't have anything to do with the price going up but that maybe it actually wasn't covered way back when a new one was sent to me in 2015, that the person I spoke with might not have checked the approved parts listWhen I asked her about the second replacement part I was sent "in error" she did agree that it seemed weird for two reps to make the same mistakeThen she then went off on a tangent explaining to me that since the two parts I'd previously received weren't actually covered under the protection plan that Sears would have had to pay the warranty company for the partsSorry, buy I couldn't care less about any of thatAnywaySince it sounded like there was no way I would be getting a new [redacted] base unit, I asked if she could just send me the cheap rubber furniture guardShe puts me on old and comes back to inform me that even that part isn't covered anymore! So then I asked her if she could tell me exactly which parts are still coveredShe put me on hold and then minutes later a DIFFERENT person asked how she could help meAngela had transferred me AGAIN! 8th person - Once again, I have to explain EVERYTHING to DawnWhen I get to the part when I ask Dawn to tell me exactly which parts are still covered, she puts me on holdI was relieved when she came back and started naming the covered partsSo since I can't get the part that I actually need and it seems that Sears will be going out of business soon, I ask her if she can just go ahead and send me all the parts that are coveredYeah, kind of a ridiculous request considering none of those parts are broken on my vacuum, but after the ridiculousness of the situation--the maze of people I've been transferred around to--I don't careSo she tells me to hold so she can transfer me to someone who can send me all the partsI wait, and wait, and wait9th person - I explain what I need to Kathy and she stops me and asks, "Wait, are you talking about a vacuum?" Yes"Oh, well, I don't deal with vacuum partsI work with large appliances and garage doorsWhere are you calling from?" Turns out, Kathy is located at an actual Sears location in Phoenix, AZ and she has no idea why Dawn transferred me to herOMGSo Kathy apologizes for the hassle and tells me my best bet would be to call the store manager of the Sears location where I purchased the vacShe assures me he will helpShe also gives me the direct number to the warranty department, so I try calling that number first10th person - I waited on hold for minutes before someone finally answeredI didn't even bother to write down her name because I had just had itBesides, will the names even matter anyway? Clearly, Sears doesn't care anymore because if they did, customers would not go through this type of situationAnywayI tell the girl how long I was on hold and that I now have very little time to explain my situation to her because I need to take my son to piano lessonsShe says, "Oh, I'm so sorry about that." Then, as I'm responding, the call disconnects11th person - (next day) Around a.m., I called the local Sears to speak with the manager as Kathy in Phoenix, AZ suggested I should doThe operator takes my name and number and assures me Jim [redacted] will return my callIt's now 1:and I still haven't heard from himDespite the broken parts, I still like the vacuumThe motor still runs fine, and I still like all of the features, such as the dirt sensor, the extendable wand, the swivel head, etcIt's just so frustrating when exterior parts break and when a company doesn't stand behind their product by honoring protection agreementsIt's also terrible the way I was transferred from person to person and none of them had a cohesive understanding of how to handle my situationI feel like most of the people I conversed with simply chose a number from a master company directory and transferred meSomething has happened to Sears, something badThe company is no longer customer friendly and will likely suffer terribly as a resultI remember going to Sears with my parents when I was a kidIt was always the place to buy appliances, tools, and lawn care itemsSadly, this experience has tarnished my feelings for the company and [redacted] products, and I will never purchase the brand again98% of the reviews on this site are NEGATIVE, so HOW IN THE WORLD DOES SEARS HAVE AN A+ RATING??????

December 1, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Beverly [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction at being informed that repairs needed for her mower would not be covered under her warranty due to our determination that the failure was due to the mower was operated with little or no oil.Ms [redacted] is correct that her owner’s manual states to change the engine oil every hours or seasonThis is listed on page MaintenanceThere are also several footnotes listed at that statement indicating the following; Change oil more often if operating under a heavy load or in high temperatures, Service more often if operating in dirty or dusty conditions and finally to read the entire Lubrication section of the owner’s manualWe would also like to point out that the Maintenance schedule chart also states to check the engine oil before each use It is important to note that a standard mower engine can easily last from three to four mowing seasons without excessive wear if the oil is changed every season, and routine maintenance actions are taken In diagnosing mowers that are brought in for repair, we utilize extensive yearly training that is provided to us by the manufacturer This training enables us to recognize and accurately diagnose internal engine damages The internal conditions of an engine leave tell-tale signs when proper operating procedures are not followed; we just report the facts as we find them since the evidence discovered is incontrovertible and can vary from what our customers might tell us For example, tracks from dirt ingestion occur from the failure to replace an air filter and this is evident regardless of whether a customer changes the filter before sending it in for maintenance In other words, we do not have to see a dirty filter in order to deduce that the mower was operated with oneIn the case of improper lubrication, metal transfers from the cylinder walls and pistons, and the overall condition of the crankshaft and piston bearings, can be an indicator that proper lubrication was not performed Additionally, oil splatter paddles on the crankshaft are examined to see if they show the black oily carbon deposits that would indicate that oils have been cooked because of excessive temperatures due to lack of lubrication When we see evidence of these conditions, we can conclude without a doubt that an engine has been operated under the conditions of little lubrication or improper maintenance and this is regardless of whether the mower had any remaining oil removed before it was brought in for service or if new oil was added after the fact The engine locked up due to low or no oil being used The warranty for the mower specifically notes that ''Repairs necessary because of accident or failure to operate or maintain the product according to all supplied instructions'' are not covered Additionally, the owner’s manual notes that the oil level should be checked frequently; particularly when operating the mower in temperatures above degrees In addition to checking the oil, the condition of the oil should also be checked at the same time There are many factors that can lead to excess oil consumption or for the oil to “breakdown” and cease providing the necessary lubrication and one should never assume that the oil or the oil level is okay without verifying this It is also important to note that operation of the mower in temperatures above degrees can result in increased oil consumption and the most of the summer according to the weather archives the temperatures in her area of Georgia averaged above the mid 80’s or higher Additionally oil consumption can increase dependent upon the condition of the mower and outside factors such as the presence of a dry or dusty environment The reason the manual advises to check oil levels frequently is because proper lubrication is so important and there is always a chance that the mower may have been tipped causing some of the oil to run out in between uses We would also note that the basic oil shipped with the mower operates best in temperatures under degrees; higher grade oil can be substituted if the customer chooses to make this decision and purchase a synthetic oil We are unsure as to whether Ms [redacted] used the oil that came with her mower or not, but we just wanted to make sure that she knew the quality of the oil could affect the consumption and performanceWith that said, we provided Ms [redacted] with an estimate to repair of $plus tax to replace the engine since we have provided an explanation for why Ms [redacted] ’s repairs are not covered and why we are unable to provide her with a free repair or exchange we have closed our file.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,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com

February 11, [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 a Parts Direct order First, we would like to apologize to Mr [redacted] for failing his expectations in regard to an order he recently placed with Parts DirectWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] concerns, we contacted Penny [redacted] with Parts Direct for assistanceMs [redacted] subsequently contacted Mr [redacted] and apologized for his poor customer experience Additionally, in accordance with Mr [redacted] request, Ms [redacted] issued a refund of $to Mr [redacted] account for the shipping on order [redacted] Also, a refund check of $is also being processed to reimburse Mr [redacted] for the shipping on order [redacted] which he placed at the store and paid cash; he should receive this check in the next two weeksWith that said, since it is our understanding that Mr [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and his request for a refundWithin Mr [redacted] complaint he requested a refund for services that he noted was completed while the unit was under warrantyWe feel it is important to remind Mr [redacted] that his one year parts and labor warranty expired on May 14, The request for service on the ice maker was called in on May 22, 2016, days after the warranty expiredThat said, as a one-time gesture of good customer service we have requested Mr [redacted] be refunded in full for the service callIt is important to note that the credit back to the [redacted] card ending in [redacted] should post to the account within 10-daysSince we have noted our response to Mr [redacted] complaint and have provided him with his desired resolution, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

January 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of the [redacted] rebuttal to our response regarding their allegation that the installation contractor installed the incorrect bottom trim kit during the installation of their oven and damaged the cabinets Upon receipt of Ms***’s rebuttal we reached out to the installation contractor regarding the damage claim that was filed on December 21, 2016; claim [redacted] The contractor confirmed that they, as well as, their carpenter have made multiple attempts to contact Ms***, but they have not been able to make contactOn December 30, the installation contractor made contact with Ms [redacted] and she stated that she does not pick up the phone unless she recognizes the numberShe was informed that the carpenter was trying to reach her, and she requested that he call her and leave his phone numberThat same day we made contact with Ms [redacted] and she stated that she already had her own handyman repair the cabinets and she was tired of waitingWe explained that the damage claim was just filed the previous weekShe stated that she was tired of dealing with the whole process and took it upon herself to pay for the repair without providing estimates to the installation contractorMs [redacted] stated that she was charged $We informed Ms [redacted] that the installation contractor already had a carpenter set up to perform the work and it is possible that they may not approve the amountShe stated that she understood and she would work with the contractor in regards to the damage claimWith that being said, since we have addressed the issue brought forth in Ms***’s complaint, we have closed our file We apologize to the ***s and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

March 1, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via email: [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP 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 In regards to Mr [redacted] rebuttal letter dated 2/18/regarding the proposed reimbursement, the customer has agreed to our offerWe respectfully request that you close your file as we have fulfilled our contractual obligation to Mr [redacted] On behalf of SHIP please know that we value Mr [redacted] as customer’s and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]

January 26, [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 television he purchased from one of our market place seller, [redacted] Computer Inc, on sears.com As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders 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 television in question is not available from that seller and neither they or we are obligated to provide a comparable or better TV for a lesser price according to the Terms of Use for our siteHe has been made whole with the issuance of his refund on January 3, Accordingly, we have closed our file We apologize to MrJimenez 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]

September 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Shala [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay in receiving the part to complete the repair on her refrigerator or a refund for the service Upon receipt of Ms [redacted] complaint we reached out to Marion [redacted] Customer Advocate for Unit 7194, to assist with Ms [redacted] concernsMarion contacted Ms [redacted] and they discussed the repair and the part orderedMs [redacted] stated that she would prefer to have the refrigerator repaired if the part was availableMs [redacted] researched and confirmed that the required part was no longer available and notified Ms [redacted] We offered to issue Ms [redacted] a refund for the service and she accepted the offerMs [redacted] should receive it within business daysIf Ms [redacted] has any questions regarding the refund, she can contact Marion [redacted] at (732) [redacted] With that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda [redacted] @searshc.com

November 4, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her washer We have reviewed [redacted] service history and apologize that it has taken longer than anticipated to repair the washer Unfortunately, the parts needed for repair are not available so it has been determined that [redacted] is to receive a replacement washer She will receive a call regarding replacement within 24-business hours Because [redacted] has been without her washer, we have also processed a bank check in the amount of $for laundry reimbursement That being said, because we are in the process of replacing [redacted] washer under its Master Protection Agreement and processed a check for laundry reimbursement, we respectfully request this complaint be closed.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]

December 21, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her washer and her request to be refunded for the productFirst, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her washer While a refund of her washer is not an option, as she is outside the 30-day return policy, she is entitled to a full refund of her Master Protection Agreement (MPA) while the one-year manufacturer’s warranty is in effect In other words, Ms [redacted] cancel her MPA without penalty until February 23, 2016, if she is still dissatisfied with Sears Home ServicesAs to the repair of her washer, it is our understanding that a Sears technician installed the parts that were previously ordered on December 17, 2015; completing the repair Furthermore, we would like to assure Ms [redacted] that we do not take her concerns lightly and we have documented her valuable feedback With that said, since we have completed the repair to Ms [redacted] ’s washer, albeit later than expected, and registered her concerns with the repair process, we ask that this matter be closedAgain, we apologize to Ms [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist

October 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #- Sanjay [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***'s rebuttal regarding his dissatisfaction with our response concerning a gift card he received from Sears and his request for additional compensation We have reviewed our records and find that Mr [redacted] is correct in stating that the $gift card mentioned in our previous response was issued to him for a washer, and not the dishwasher he refers to in complaint number As clarification, Mr [redacted] paid $for his dishwasher before tax and installation, and has received checks for $and $in relation to this purchaseAs such, we have credited him more than half of the purchase price for the dishwasher and he has confirmed that he received a $concession on his washer purchaseThese concessions are in excess of what Sears may typically offer in complaint resolution or customer satisfaction gestures and should, therefore, demonstrate our attempts to satisfy Mr***We do apologize for incorrectly naming which purchase the $gift card was related toHowever, this error does not justify an additional concession of $100.00, and this request will not be honored In reference to Mr***'s inclusion of a screenshot for the shopathome.com website, we can only again explain that this website is not owned or operated by Sears and any affiliation with Sears is suggested solely by the operator of said websiteMr [redacted] may refer to the Shop At Home FAQ page for further information on how the website operator, Belcaro Group Inc., attempts to gather current coupon and promo codes from many national retailers in hopes that consumers will search for these coupons and codes then visit the retailers' websites through links that may pay them for directing traffic to themWith that having been said, such coupon sites commonly display promotions that have expired and/or are available by simply visiting the retailers' websites directly 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 grantIn Mr***'s case we do apologize that we failed his expectations, but no further compensation will be offered to him for his dishwasher and washer purchase, and this decision is final We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext

October 28, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94573458- Alan [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding his water heater and his request for a replacement The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptionsIt is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionOur records indicate that Mr [redacted] chose not to purchase any extended warranty coverage; therefore, any cost not covered by his manufacturer' warranty would be his responsibility As clarification, Mr [redacted] 's owner's manual specifically states that any parts costs would be covered through the sixth year of ownership, but any labor costs would be at the consumer's expenseFurthermore, the only stipulation for replacement according to that warranty is if a tank leak was found, but that was not the case in this instanceIn fact, our technician merely noted that the inlet and outlet lines were leakingThe water lines are not a part of the unit itself; they are a part of Mr [redacted] 's plumbingFurthermore, our installation services are guaranteed for one year from the date of service and it has now been almost six years since the work was doneAlso, consumers are presented with a Certificate of Completion (COC) where they are asked to inspect the work done and indicate that they are satisfied prior to the contractor leaving their property and we have Mr [redacted] 's on file with his signature clearly visibleFinally, we want note that rust is not covered by the manufacturer's warrantyFor these reasons, we will be unable to grant Mr [redacted] 's requestAs a courtesy, we are willing to discount the purchase of a new water heater form Sears by 20% off if Mr [redacted] is interested in purchasing a new with the aforementioned discount attached, I may be reached via email at the address listed belowThis offer is only valid for days from the date of this letter; after that, it will be null and voidSince we are unable to grant Mr [redacted] 's request as we noted above, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] we and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Tammie[redacted] @searshc.com [redacted]