Sears Holdings Corporation

September 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding automotive services Upon receipt of [redacted] complaint, the auto center manager, [redacted] contacted [redacted] and although while replacing the brake pads does not involve anything with the cylinder for customer satisfaction the auto center manager did offer to refund the labor cost of the brake pads of $This was processed on to his debt card on August 28, If [redacted] is still in need of assistance he can contact [redacted] Since the resolution offered was acceptable to [redacted] we have closed our case We apologize to [redacted] on behalf of Sears Holdings Corporation and 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 [redacted]

October 26, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have been unable to complete the investigation of [redacted] complaint regarding her refrigerator Our service department has left several messages on the number we have listed in our Sears system since M [redacted] did not provide a contact number in her complaint without successWe would be happy to address [redacted] complaint but will need to have a senior service technician out to have a full and complete diagnosis of the refrigerator doneIf [redacted] ***r is still in need of assistance she can contact the service unit directly at [redacted] and we will be happy to get a senior serviceman out to diagnose the unitIn the interim, we will consider [redacted] matter closed, pending her response We apologize to M [redacted] for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

February 15, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order that was cancelled by the store and request for a refund It is unfortunate that we failed Ms [redacted] expectations when she recently placed her order online for store pick upWe value Ms [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted We truly regret any inconvenience she may have experiencedAfter researching the notes in her online order we found that a refund was re-issued on January 30, The replacement refund gift card was generated to be mailed to Ms [redacted] by February 18, For Ms [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] s concerns and respectfully ask to have this matter closed, pending her receipt of the gift card We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

October 19, [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 delay in receiving her purchased appliances We would first like to apologize that many factors resulted in Ms [redacted] 's delay in completing her delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand MsMs [redacted] 's concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come After reviewing Ms [redacted] 's complaint and our records, we were able to determine due to needing a small delivery truck, Ms [redacted] 's delivery was rescheduled on several occasionsOur records also show that as of October 11, 2015, all of Ms [redacted] 's appliances have been deliveredWe hope that Ms [redacted] 's purchased appliance will provide her with long term satisfactionAs far as the request for compensation, we would gladly provide Ms [redacted] with a $gift cardIf Ms [redacted] would like to accept our offer, she may contact me directly at [redacted] This offer is available until October 23, Since the delivery of MsMs [redacted] 's purchased product has been completed, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation Direct [redacted] @searshc.com

August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Errol [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his water heater We have spoken with Mr [redacted] Arrangements were for the installation of his replacement water heaterWhen we followed up, Mr [redacted] indicated that the issue had been resolved to his satisfaction; therefore, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.comTell us why here

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Garage Solutions [redacted] , Support Specialist from Sears Garage Solutions provided the following response: Our records reflect that on Ms [redacted] cancelled her order on December 17, Ms [redacted] from our support center informed Ms [redacted] that a refund would be processed and would take 3-business days before it would post to her credit cardIf Ms [redacted] has any additional concerns she can reach me at [redacted] Since we have noted the processing of Ms [redacted] refund, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

March 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent orderWe would like to apologize to [redacted] as it appears that there was an issue with the link to the return policy for this particular itemAs such, we are sending [redacted] a check for $to cover shipping both waysThis [redacted] should arrive within 10-business daysIn the meantime, we are taking steps to repair the issue with the return policyIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the Sears Home Warranty and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] refrigerator were completed on July 14, During the service call the technician installed a new evaporator fan motorAfter the unit was reassembled it was tested and was found to be operating as expectedAt this time, since we have completed the repairs to Ms [redacted] refrigerator, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Nita [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Brittney [redacted] #94569399Dear Ms [redacted] :We have completed the investigation of Ms [redacted] 's complaint regarding a refrigerator purchased from Sears Miguel [redacted] , General Manager of the Sears Distribution Center, provided the following response:After receiving Ms [redacted] 's complaint, I worked with John [redacted] and we were able to find her a new unit, which was delivered to her home on Saturday, September 26, After the delivery was completed I was informed that there were no issues and that Ms [redacted] was satisfied with the new refrigeratorSince we have delivered a new refrigerator to Ms [redacted] , we ask that this complaint be closedWe 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,Adam [redacted] Regulatory Claims SpecialistSears Holdings Corporation [redacted] searshc.com

July 29, [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 schedule a repair with Sears We would note that Mr [redacted] refrigerator is not covered under any warranty or service contract so Sears is not under any obligation to provide him with serviceWhile we would certainly like to provide him with a repair on a cash call basis, we do have to give service priority to our customers that have coverage either under a warranty or service contractFor instance, Mr [redacted] still has coverage on a washer and dryer and we have contracted with a local repair provider to provide service to fulfill our warranty obligations With that said, if he still needs a repair on his refrigerator, it does appear that he might now be able to schedule this as we are just getting past the busiest time of year for refrigeration repairIt looks like we might be providing cash call service one day a week on Thursdays, though we cannot make any guaranteeIn the interim, since we have explained that there might be areas where Sears does not have either a high enough demand to provide service on a cash call basis, or a supply of enough technicians to provide this service if there is a demand, and we are not required to provide service where we have no warranty obligation, 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 concernsBe aware that I will be out of the office starting today and not returning until August 8, Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line [redacted] Email: [redacted]

November 9, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of *** [redacted] complaint regarding her dissatisfaction with her replacement dishwasher not being installed.Upon receiving [redacted] complaint, we have researched her original salescheck# [redacted] It should be noted that [redacted] dishwasher that was purchased on December 30, and did not include installation Because she was having issues with her dishwasher, we agreed to exchange it in warranty When we process an in warranty exchange, the replacement is rung exactly as the original was rung In [redacted] case, because she did not initially pay for installation, installation of the exchange dishwasher would also not be provided Our delivery team would therefore unbox the unit but would not install it as this would be done by a licensed installer We apologize for any confusion this may have caused [redacted] 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]

December 6, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a return and refund It is unfortunate that we failed Mr [redacted] expectations when he attempted to have the damaged item returnedWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the order, we have submitted a request to send him a return label via emailMr [redacted] will receive this email shortly and he can return the package immediately for a refundAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since a return label has been sent to Mr [redacted] and a refund will be issued once the item is returned, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meThank you to Sears for making this right, and I appreciate their professionalism and willingness to offer a solutions that, in essence, meets us halfway Sincerely, [redacted]

January 25, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services First, we would like to apologize to Mr [redacted] for failing his expectations when he recently scheduled a repair for his washerUpon receiving Mr [redacted] complaint on January 25, 2016, we forwarded the matter to the District Service Manager and Routing Manager for further review, as we do not take these issues lightly Customer Service Advocate [redacted] with unit [redacted] spoke with Mr [redacted] shortly after receiving his complaint, to inquire whether he still required service, as she was able to get a technician to his home today Mr [redacted] advised that no longer wished to do business with Sears and had purchased a new washer from a competitorWith that said, since we have documented Mr [redacted] concerns with the scheduling/repair process and confirmed that he wished to cancel his upcoming repair; 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

March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for a dishwasher service call [redacted] is correct that all consumers should only owe $for service unless they have accepted our estimate to charge above thatIn [redacted] case, we thought it was unlikely that he had agreed to pay $more to have our technician flip the switch to turn the power on to the dishwasherDue to this we have processed a refund for $and this is being sent to [redacted] as a mailed bank check going to the same address listed on this complaint; he should receive it within the next 2-weeksIf he has not received the check by April 19, 2016, then he is welcome to contact me for further assistanceIn the interim, since we have provided [redacted] with his requested resolution, we have closed our file 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] Team Manager, Regulatory Complaints [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/10/01) */ October 1, [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 SYWR account As clarification, we do have support for members of the SYWR program and in fact someone from that office has tried to reach Mr[redacted] to discuss this issueMr[redacted] may call (XXX) XXX-XXXX during business hours and they will be happy to assist himThat said, we did see that Mr[redacted] has had points added to his account recently and they have been used so any qualifying purchases should be linked to his accountIt is possible that Mr[redacted] has made purchases form some of our partners and there could be an issue with thatHowever, we can assist him with those as well if he will contact the number noted aboveIn 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 Sears Holdings Corporation (XXX) XXX-XXXX [redacted] @searshc.com

December 4, [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his recent order We want to first stress that the seller of [redacted] merchandise was [redacted] .com, not SearsWe merely listed the merchandise on our site The seller of each item is clearly listed on each product page and if desired, a consumer can filter out all sellers but Sears or Kmart According to our Terms of Service, [redacted] would be subject to his seller’s individual return policy and any disputes would be addressed with themThat said, we attempt to make sure that consumers shopping on our site are treated fairlyAs such, we contacted the seller and they assured us that as of November 24, 2015, they had shipped the parts [redacted] neededSince this is what [redacted] was seeking, we respectfully ask that this matter be considered closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

November 5, [redacted] Better Business Bureau North Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding damage to his vehicle he alleges occurred at Sears Auto CenterSears has referred [redacted] damage claim to our third-party claims administrator [redacted] for further review [redacted] has opened the claim, [redacted] We expect the claim to be assigned to a claims examiner by early next weekThe customer contact center at [redacted] can be reached by calling [redacted] 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 actionsTheir decision is immutableSince we have provided [redacted] with the information needed to follow up on his claim, we respectfully request that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]

Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Sally [redacted] class="InsideAddress"> Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’ complaint regarding service on her washer It is important to know that Sears did not deem Ms [redacted] dryer as un-repairableWhen our service technician had to order a second part Ms [redacted] stated she wanted a replacement under the service agreement she purchasedAs required our service technician forwarded her request for a replacement to our benefits department but also ordered the needed gas valve since he knew the dryer could be repairedSection under the Master Protection Agreement states: COVERAGE FOR REPLACEMENTWe have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information we will replace the Covered Product with a comparable productWe will determine and authorize the replacement amount but you will select your replacement product from a Sears Retail Store or items “sold by” Sears on Sears.comIn some cases replacement will be arranged through the manufacturerYou will have up to ninety (90) days from the date of authorization to complete the replacement processThe original Covered Product must be returned in order to receive your replacement productAny coverage remaining under the term of this Agreement will be transferred to the new replacement productReplacement products may be new or refurbished to meet the manufacturer’s specifications of the original productIf you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverageWe will not be responsible for reconfiguring space to accommodate a replacement product when a product of identical dimensions is not available Since Ms [redacted] ’s dryer was repairable then as stated in the terms and conditions we would have proceeded with repairsWe understand that Ms [redacted] has purchased a new dryerIf she wishes to have her MPA transferred to this new dryer or if she wishes to cancel the MPA she need only contact our benefits department at 1- [redacted] and they will be happy to assist with either action As for the calls Ms [redacted] is receiving from SearsThese calls are in an attempt to recover the technician ordered gas valve sent to her on August 23, under UPS tracking # 1ZA356XSince Ms [redacted] has cancelled her service appointment we will continue to attempt to contact her to recover our propertyWe request Ms [redacted] return these calls so we can set up and easy part pick up with UPSOnce we have recovered the part we will no longer contact Ms [redacted] Since we have addressed Ms [redacted] complaint and explained why she is receiving these calls we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa [redacted] @searshc.com

November 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding her inability to cancel an order once she placed it.We would like to clarify that our website indicates that once an order is placed it might not be possible to cancel it depending upon the type of orderThis is because many of our systems are automated and once the order enters that automated process, it is not possible to stop itIn [redacted] case, when the order was placed it placed a hold against the funds and then when it shipped the charge actually postedUnfortunately, she then had to wait for it to be delivered before it could be returned and refundedWe would also note that even if she could have cancelled the order, she did not seem to realize that a refund credit would not have posted instantaneously and can sometimes the credit card issuer can take up to business days to post a refund; so either way [redacted] would have most likely owed a bank fee if she overdrew her accountIn the end, once it was delivered a refund was processed, so this issue should now be resolved for her; therefore, we have closed our file.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]