Sears Holdings Corporation

Contact Name and Title: [redacted] Contact Email: [redacted] October 15, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her tractor In reading [redacted] complaint, we can understand why she might have been frustrated that her technician did not have the part needed to repair her tractor with him; however, this is a long-standing nationwide policyWe have over million different parts in our inventory and our trucks only carry the basic and most common expendable partsWarehousing our parts enables Sears to provide more parts for more repairs since we do not have unused or unneeded inventory being lost or misplaced at individual service unitsWe feel that this benefits our customers by finding and shipping a part that might otherwise have been hard to locateThis is why parts are not ordered on speculation, but rather after the problem has been diagnosed by a Sears technician As for [redacted] concern that we do not have enough technicians in her area, we are currently working to hire additional staff to reduce the wait time in her area so that future issues like this can be avertedWhile we understand that [redacted] is requesting a refund, she unfortunately is well outside the day return period as her tractor was purchased on May 4, We would like to note that we were able to get [redacted] same day service on October 5, and the tractor is now working as designed While we understand that [redacted] has spent $on people mowing her lawn, her Repair Protection Agreement (RPA) covers a maximum of $in lawn care reimbursementWe have therefore processed $in the form of a bank check will be received in 7-business days to the address listed on this complaintThat being said, because we have addressed [redacted] complaint and processed the maximum amount of lawn care reimbursement, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

I could not have had a worse shopping experienceI was ecstatic to pick up what I thought would be darling chairs for my kids only to have the most detestable experience in your Herald Square store on Wednesday, August 17thNot only did I wait beyond the min guarantee for my pick up (actually twice the time) I was handed a flimsy bag that was awkwardly stuffed with my orderWhen I asked to inspect the bag the associate cowardly walked awayUpon removing the items from the bag to my surprise it appeared as if the merchandise was dragged across the floor and covered in some type of animal fecesI was floored! These items belonged in a dumpster not posted online for a bargain shopper like me to waste time adding to cart and hiking to pick it up in person since delivery was unavailable When I waited what felt like another min for the associate to verify additional inventory I asked to return fearing the worst and already furious with the passive attitude of the associates only to be told that I would have to go to another register to process a returnI left the items with the associates at the register, I refused to waste anymore of my time over this ridiculous situationFor someone to offer a clearly filthy KIDS item to anyone is beyond me, and furthermore to not even offer an apology or suggest a solution doesn't deserve to represent your company

Initial Business Response / [redacted] (1000, 10, 2015/08/20) */ August 19, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: XXXXXXXX Revdex.com Case #: XXXXXXXX/ [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to update you in regards to Mr***'s concerns regarding his HVAC serviceOn August 18, 2015, the Customer provided the home warranty informationAt this time, we are researching the connection between the Customer's home warranty and SearsI will update you accordingly If you have any questions or concerns, please contact me at XXX-XXX-XXXX x ***, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] ***

(The consumer indicated he/she ACCEPTED the response from the business.) The facts stated by Ms [redacted] are accurateI now have a replacement mower and we're satisfied with itIt's unfortunate that it took me taking matters into my own hands and contacting the Revdex.com to appropriately resolve this matterI expected more from a company that has been in business as long as SearsI also expected better treatment from the managersI was treated poorly and the delays were unreasonable (and I was paying for all of this)Thanks for assisting me in getting this issue resolvedSometimes the system does work in favor of the consumer

February 16, Roman"> Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Luis [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his allegation that damage was done to his vehicle during his recent visit to one of our auto centers Due to the nature of Mr [redacted] ’s concerns, we opened a claim with Sedgwick, our third-party claims adjusterIf Mr [redacted] has any questions regarding his claim, he can contact his claims examiner, at [redacted] As clarification, once the claimant has been assigned a claim number through Sedgwick, they provide an official response representing Sears Sedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick’s actions; their decision on any claim is final In the interim, since Mr [redacted] ’s issue is being handled through a standardized claim process with Sedgwick and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

I ordered new tires for my pickup on 6/7/They came in and I scheduledI received a call from Mark, the manager at foothills Sears, and he told me that he did not have anyone he could trust to remove dually tiresI removed the tires and brought them to the storeThe tech removed three tires and I noticed he was putting them to the sideBecause the tires had 3/tread left I wanted to keep themThe tech tore the side wall out of the other threeI complained about it and Mark told me that this was normalHe lied, but paid me $to go awayI noticed the truck was hopping on the way homeI ordered new front end parts and stealing shocksDid not helpI drove the truck to a reputable tire shop and they showed me that one front tire was way out of balance and the other tire was egg shapedI called Sears and they told me that they could not look at it because the manager had to make that decision.I called Mark on Monday and told him that I had only driven the truck miles and told him what the tire shop had foundHe went into a screaming fit and told me that the truck should not have been taken anywhere and that there was nothing wrong with the tiresI fell that I was lied to, deceived, and bad tires were intentionally put on my vehicle to make moneyweeks and no one at Sears has helped me or gives a damn bout my problemI saved $by going to Sears and I have spent $since then trying to resolve this hopping problemThis is by far the worst experience I have had with any business and I have been in the Industrial service business for years

February 6, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his dryer repair It is regrettable that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his dryerWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Betty [redacted] with unit [redacted] responded that she submitted a refund request as a courtesy On February 6, 2017, a refund request for $was processed; Mr [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next five to seven business days 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, [redacted] Regulatory Complaints Specialist

November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation [redacted] complaint regarding her dissatisfaction with Sears Home Services.First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager and Routing Manager for further review We appreciate the opportunity to address the customer service/scheduling issues outlined within [redacted] complaint, so that future problems can be averted On November 9, 2015, the technician returned to [redacted] home to install a new outer tub Once the outer tub was installed, the washer was tested and found to be operating properlyAgain, we sincerely regret any inconvenience [redacted] may have experienced due to the delay in repairing her refrigerator Unfortunately, the tub that was originally ordered on October 27, 2015, had to be reordered on November 4, 2015, when it arrived damaged [redacted] was issued a $gift card on October 25, 2015, for customer satisfaction and as a final conciliatory gesture, our office processed a second $gift card that she should receive within the next two weeksWith that said, since we have completed the repair to [redacted] washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted]

I am very unhappy with Sears Three years ago I had Sears install central AC in my home at the cost of 13,Every since it was installed it has been problems every year including the year it was installed I have called Sears many times The first time they replaced the coil, which I had to pay for the labor, the AC was only months old at the time Next it stopped working because the drain pan fills up Had to have someone come empty the pan and get it running again This happens every year This year I have had different contractors , including Sears, they were no help and charged What we found out is that it was installed wrong Cost 1,to fix that Sears takes no responsibility for this mess My husband is a disabled veteran needs the AC, but has cost us 2,on top of the initial cost Not right! I will never shop with Sears again Paulette ***

JUST TO RECAP, I WAITED BUSINESS DAYS ALREADY (WHICH COULD HAVE BEEN LESS BUT WAS ACTUALLY 14+ DAYS) AND NOW I HAVE TO WAIT AN ADDITIONAL DAYS FOR A CHECK TO ARRIVE IN THE MAIL AS I HAD NOTED I BOUGHT A RANGE AND MICROWAVE FOR $A DAY AFTER I CANCELLED THE REFRIGERATOR ON 17th, [redacted] PAID YOU ON THE 18th ONE DAY!! YOU GOT PAID IN ONE DAY AND I HAVE TO WAIT 24+ DAYS TO GET MONEY BACK FOR SOMETHING I NEVER RECEIVED ...RIGHT? IS SEARS HAVING MONEY PROBLEMS OR IS THIS THE END OF A BILLING/SALES PERIOD OR WHAT IS REALLY HAPPENING? NEEDLESS TO SAY I'M VERY DISAPPOINTED FRANCIS [redacted] ORDER# [redacted] ***, [redacted] , NY [redacted] **SSN**

Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ Contact Name and Title: [redacted] September 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] 's complaint regarding his recent online order [redacted] , [redacted] Assistant Store Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience Mr [redacted] may have experiencedAfter receiving the complaint filed and speaking with Mr [redacted] , he explained that he simply wanted a credit back to his account for the item he did not receive which we honoredAccordingly a refund of $was issued back to his [redacted] card on September 17, For Mr [redacted] 's records the return receipt number for this transaction is: XXXXXXXXXXXXShould Mr [redacted] have any questions, he may contact our store directly at (XXX) XXX-XXXXAdditionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] 's concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

July 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding her request for a [redacted] BTU Portable Air Conditioner she purchased from a Marketplace seller, [redacted] hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destinationMuch like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller directly if there is a problem with their order However, we also contact the seller on the behalf our customers to notify them of an issue and ask them to work with the customer In reference to Ms [redacted] suggestion that the item was expected to be unboxed and installed upon delivery, it may be important to note that the [redacted] is a portable air conditioner is a wheeled unit that can be moved from room to room and does not require venting Additionally, a description of the item, stating dimensions of inches by inches by inches and pounds, was provided in the listing so that this information could be reviewed by Ms [redacted] to assist her in determining if the item would fit her needs before placing her order Our records indicate that Ms [redacted] called to cancel her order within the same hour that [redacted] documented delivery to her home She then reported that she was not home, unable to return until the next day and worried that the item may be stolen because she could not bring it inside Regardless, [redacted] has advised us that they have filed an investigation with the shipper, [redacted] and will continue to follow up with Ms [redacted] directlyMs [redacted] is welcome to contact sears.com with her concerns about this issue, but should direct any further questions about this investigation directly to [redacted] at [redacted] or by email at [redacted] Since we have documented Ms [redacted] comments and assisted her with the seller’s investigation process, we have closed our file regarding this matter 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] ***

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 complaint regarding the mattress that he purchased on January As clarification, Sears' return policy for mattresses when this purchase was made was 30-days and within that time a consumer would have had the option to request a one-time comfort exchange or a refundOnce that time frame has passed a refund is no longer an option and in order to receive an exchange a mattress must qualify under the terms of the manufacturer's warranty for a replacementThere is a specific method in making a determination of warranty coverage and the consumer is responsible for presenting documentation (photographs and measuring methods) that supports any claimWhen our customers contact us for a warranty exchange, we present instructions regarding photographing the mattress and bedframe, in writing, via email or regular mail Based off the pictures that were provided by Mr***, unfortunately he does not meet the warranty exchange criteria due to the stains on the mattressPer the mattress warranty, stains automatically voids the warranty on the mattressAt this time, we have closed our files Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Direct Line [redacted] I [redacted] @searshc.com

***Document Attached [redacted] October 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] s complaint regarding non-receipt of part of her refund for her layaway order It is unfortunate that we failed Ms [redacted] s expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterOur records indicate that Ms [redacted] was provided with a refund as a customer satisfaction gesture but she informed us that part of her original charge was not refundedWe have reviewed our records and confirmed that the full amount of her order has been refunded [redacted] records confirm that one of the refunds for Ms [redacted] s payments was successfully refunded to her [redacted] account by SearsHowever, Ms [redacted] notified [redacted] of a delay on the other half of her refund, and [redacted] reversed the original paymentWe are unable to issue a refund for a transaction amount that has been reversed by a credit provider, since this would result in an unjustified payment by Sears and a duplicate refund to our customerAt this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experiencedWe have attached a copy of our [redacted] view, which shows all of the refunded and reversed charges for Ms [redacted] s layaway in support of our statementsWe respectfully ask to have this matter closed since we have noted Ms [redacted] s comments and no further resolution can be offered considering the aforementioned circumstances We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki Goldberg Regulatory Complaint Specialist 512-248- 1-800-762-Ext ( [redacted] Detail.docx)

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ September 22, [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 dissatisfaction with our customer service and non-receipt of a refund for a dishwasher she ordered from sears.com It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have revealed that Ms[redacted] was assisted by sears.com and Executive Member ServicesShe received three separate refunds: $August 26, 2015, $August 3, 2015, and $on September 10, Therefore, the final total of $was issued back to Ms [redacted] MasterCard account ending in Ms[redacted] is welcome to reply if she has any further questions about this issue or her refundAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe 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 possibleWe respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept that Sears did finally refund my moneyHowever, it was only through my constant complaints, phone calls and messages that anything was doneI wonder if I had not been so diligent would my money have ever been refunded? One need only read the comments on the Sears FB page to see that my complaint was only a drop in the bucket of many, many unhappy customersIt is a given that I will never deal with Sears again but how a company can be allowed to treat it customers so poorly again and again is beyond me

February 15, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] class="InsideAddress">Chicago, IL Re: - Kevin [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’ complaint regarding his recent online order and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr***’ case, the order was fulfilled by ErgodE located at [redacted] **., Richmond TX 77406, email: [redacted] @supportingbuyers.com and telephone number of [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr***’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reaching out to ErgodE on February 2, 2016, it appears that they issued a refund of $on February 9, For Mr***’ records the return receipt number is Since the MP Vendor shorted Mr***’ refund, we have issued the remaining balance of $on return receipt number In closure, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

April 18, size="3"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding a battery that did not work properly Upon receiving [redacted] complaint, we escalated his concerns to [redacted] ***, Auto Center Manager for Unit# ***, who states the following: I was informed by my management team that they had asked for the member to bring the vehicle in so that we could ensure everything else was working properly and that there was not any other factors contributing to the premature failure (no charge for this service), but [redacted] had declinedI am willing to warranty his battery as a customer satisfaction gesture, but I do not feel this will result in a permanent fix to the premature failureWe typically do not compensate for loss of time, but I would be happy to provide the installation of the battery and a comprehensive diagnostic of the charging system for [redacted] if he would like to do so- Both services would be free of charge for him I spoke [redacted] and he has accepted our offerHe will be calling back to schedule an appointment for battery replacement and diagnostic That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

September 11, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #- Hazen [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with Sears delivery and non-receipt of a full refund for his return It is unfortunate that we failed Mr [redacted] expectations when he recently purchased a washer and dryer with delivery service from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe have reviewed our records and revealed that that the remaining amount of $was refunded to Mr [redacted] on August 24, Therefore, at this time, we can only reiterate that we truly regret any inconvenience he may have experiencedWe hope that in the future Mr [redacted] will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and the requested refund has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 512- [redacted] 1-800- [redacted] Ext***

Initial Business Response / [redacted] (1000, 7, 2015/08/26) */ August 26, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX / [redacted] Via: Revdex.com website Dear Ms [redacted] I have been in correspondence with Mrs [redacted] to address the boiler concernsMrs [redacted] states their concern is with a furnace that was installedThe contract does not reflect a furnace installation but it does indicate a boiler was installedI have requested that Mrs [redacted] verify what is on the contractI also requested that she send me any pictures or documentation pertaining to the damages to the granite floor and her correspondence with the district membersI have also informed Mrs [redacted] that we may need to open a claim with our 3rd party claims administrator, [redacted] , in regards to the oil spill concernsIn the meantime, I will continue to review the documentation I currently have on file in order to verify what the next steps are to provide a resolution for the [redacted] 'sI will continue to update you as necessary Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension ***, or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]

Complaint: [redacted] I am rejecting this response because: I still do not feel I should have to keep a mower that I mowed with twice and then did not work but I understand based on all the other complaints I have read that Sears could care less about their customers I have owned this mower for months now and thanks to Sears poor service have managed to mow my grass three times Also in response to their statement that they so kindly replaced my battery - had their technicians that repaired the mower not left my key in the on position the battery would not have needed to be replaced And their statement that the cut our grass leads you to believe they cut our lawn for us as a courtesy - I can assure you they did not I understand that my rejecting this response will do absolutely nothing as I said previously Sears could care less about their customers but you can rest assured they will never receive my business again and I will continue to make sure everyone I know and come in contact with is aware of their horrible business practices I would like to thank the Revdex.com for providing me with the means to make this complaint and had I went on your website when I was researching mowers I would have read all the complaints submitted against Sears and would never have purchased the mower Sincerely, William [redacted]