Sears Holdings Corporation

April 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems with service provided on her washer and her request for sooner service for additional serviceIt is unfortunate that we failed [redacted] expectations when she recently scheduled a washer repairWe value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of [redacted] complaint we reached out to [redacted] Territory Member Advocate Supervisor, to assist with [redacted] concern [redacted] reviewed the service order and confirmed that service for the washer was set for April 26, She discovered that due to a system glitch, the order was indicating the service date as April 23, We apologize that this led to misinformation when [redacted] called to confirm her appointmentWe would like to clarify that a manual service order was submitted to our routing department and a technician was in fact scheduled for April 26, Unfortunately, customer service is unable to view manual service orders and the note regarding the manual order was over-looked when [redacted] called inOn April 25, 2016, [redacted] contacted [redacted] and informed him that service was set for April 26, and was set as the technician’s first stop of the dayAccording to the technician’s notes, the washer repair has been completedWe attempted to follow up after the service was completed but we were unable to make contactAs for [redacted] request for reimbursement of the remainder of her protection agreement, she can call [redacted] to cancel the protection agreement on the washerOur contract department will provide [redacted] cancellation details and the qualified prorated amount refundWith that being said, since the washer has been repaired, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

April 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order As clarification, [redacted] placed through one of our Marketplace vendors, [redacted] Supply IncSome 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 ordersFurthermore, each seller posts their own return policies and the disclaimer on our website covers any errors due to pricing or description errors also encompass any merchandise shown from our vendors In the case of this sectional, it seems likely that the listing was only for one container and not for a setRegardless though, the merchant clearly did not have any intent to sell that many at such a substantially reduced priceWe would it assume it was an error and do not find that it is currently listed for that amount As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are ***ilar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected Most online retailers post ***ilar terms of use, and we stand by our disclaimer In case [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: “ Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN 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 HEREINPlacing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and our records reflect that [redacted] has received refunds amounting to the price she paid for her entire purchase, we are unable to honor her request to receive the merchandise for the substantially incorrect price As this decision is in accordance to our posted terms and conditions, 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] Specialist, Regulatory Complaints [redacted]

Revdex.com: Complaint # [redacted] Dear [redacted] I am writing to thank you for mediating my complaint with the business, and for the timely and professional correspondenceAs an individual consumer, I am very appreciative of advocacy organizations, like the Revdex.com, which provide assistance with matters of business oversight, fairness, and accountabilityAfter reading the detailed response from the business representative, [redacted] t, I am now aware of the disclaimer and accepted terms of useI appreciate this being brought to my attention, though such disclaimers are often difficult for the consumer to decipherI do appreciate the gesture of the courtesy offer, and thank the representative accordinglyI would like to briefly respond to the claims addressed in the business letter, as I found this to have a disconnect from the consumer perspectiveAs stipulated in the letter, the company disclaimer is justified as the means to protect monetary interests; concerns of potential loses are cited, due to a possible mistake in an advertisement posted onlineBut, this citing does not address the issue of my complaint: it was solely based on a falsely advertised product description, and not on priceThis kind of mistake, protected by a disclaimer, could absolve a business from all malfeasance, such as defective merchandise that could result in accidents or injuryIn addition, this falsely advertised product that was posted on Kmart.com has an existing customer review that addresses my claim: the bicycle frame is constructed of steel, and not aluminumThis review has a post date of Dec 2015, and I would hope that this business would make it a common practice to read customer reviews/concerns and have quality assurance over their advertisingIn addition, when I originally contacted the supervisor division at Kmart.com, I was told that the advertised mistake was with the manufacturerFor several days afterwards, I replied to the Kmart supervisor with the manufacturers response: it was Kmart's mistake in describing the itemI never received a response back, and decided at that point to contact the Revdex.com for assistanceThe decision to change the description of the bike resulted from my own investigation, and this could have been resolved without further intervention from the Revdex.comIn the overall scope, my complaint serves as an example of how much work and determination it takes to resolve a minor dispute with business practiceI understand that mistakes can happen, and I appreciate that the courtesy offer was voluntaryBut, while the company disclosure may be a valid claim in terms of business interests and profit, I believe it is inconsiderate in terms of fairness, as well as treating customers as valuable as merchandiseI would hope that a business, such as this one, would adhere to these principles in the growing disconnect with consumers like myselfSincerely [redacted] ***

I placed on order on the 16th of March for a computerA few hours later I received an email stating my order was on the wayI have been tracking my package everyday because I live in NYC and I need to be homeOn the 22nd I called Sears because my order has not been shippedIt was a third party seller who was shipping my package so I requested Sears to contact them and I asked for their numberThe number was a fake google voice number and the company vvaluestore can not be found on any websiteI called Sears to inform them something sounds wrongSears first told me they could do nothing until the 28th when my package was gauranteed for deliveryThey reached out to the seller and the seller did not respondI asked for my package to be canceled and they told me they could only cancel my order only after they heard back from the seller with the fake numberdays later they have not heard from the seller and now it's Friday the 25th and my package is suppose to be delivered ground from the Las Vegas area by MondaySears has yet to cancel my order and give me my refund that I asked for several days agoIt's very concening they have over $of my money and I keep getting a script read to me of the same thing over and over againThe company they have used to outsource their calls are horribleSeveral managers got attititudes with me but how can I expect someone in the Phillipines to feel sorry for the "rich" American when they make less than 5k a yearSince my complaint Sears has removed this seller from their website and Sears refuses to cancel my orderAccording to the phone agents my request has been submitted but no word from Sears on when that will really happenI have been a faithful customer for years and I am very disappointed at how bad the service has become

December 22, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her dryer and her request to have the unit replaced It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon reviewing Ms [redacted] service history, we found that prior to the repair that was completed on December 21, 2016, she has had two other service calls in the last year; however, parts were only replaced during one of the repairs Per Ms [redacted] Master Protection Agreement (MPA), she will need two more failures with functional parts replaced before November of in order to qualify for a replacement With that said, Ms [redacted] has my assurance that the dryer will be replaced if it requires another repair in the next year If another failure occurs, she can reach me directly at [redacted] for assistance with the replacement process In the interim, since the repair to Ms [redacted] dryer has been completed, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

October 11, Revdex.com Attn [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Via: [redacted] Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Ms [redacted] On 9/21/a service was completed to address the punch list items that were compiled with the assistance of our MemberHowever, it was discovered that a couple of additional items are still needed and we had to order some additional partsOnce the items arrive we will be able to complete Ms [redacted] punch listWe will schedule a service upon receipt of the product and will notify you at that time Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/07/15) */ July 14, [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 recent purchase As clarification, the page for this item says: "does not include mattresses or bedding" under full specificationsWe apologize if this was not clear to Ms[redacted] That said, our records reflect that Ms[redacted] spoke with our online service department and they offered her $to keep the order, which she acceptedThat credit was issued on June 27, In light of the aforementioned information, we respectfully ask that this matter be considered closed 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (XXX) XXX-XXXX [redacted] @searshc.com

[redacted] I am rejecting this response because: This issue isn't about fixing the boardThe issue is the ridiculously poor customer service.All Sears agents were advised about the age of the range, that it was discontinued, that we could not get the board and that it was NOT under warrantyDespite this, they said it could be done but we had to pay $for a service visit first - to remove rthe board and have it sent out.ONLY AFTER the serviceman came and we had to pay the $were we told it could not be fixed/removed and sent out.That is a deceptive practiceThen I was told by customer service that because of this my $would be refunded - to call back after the servicer entered the visitWhen I called, as instructed, the woman was nasty, rude and told me I was out of luckRefused to send me to a superisor and even hung up on meWhen I called again I finally got someone who would help and issued a refund.At this point I received a refund for the service visitI also, on my own remvoed the board and had it repaired, but the response to my claim is the typical non sense Sears gives it's customers - "it's your fault" Sincerely, Louis [redacted]

October 21, [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 water heater Unfortunately, we had an issue with a sick technician in Mr [redacted] area and we sincerely apologize for the delayWe were able to arrange for his repair to be done on October 19, As a conciliatory gesture, we are sending Mr [redacted] a $gift card, which should arrive within 10-business daysWe want to assure Mr [redacted] that we are currently examining the cause of the delay in order to prevent further such occurrences as wellIn 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 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 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Jack M [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’ complaint regarding the problem he encountered when he attempted to return his purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Mr [redacted] mentioned that he purchased the drill in February and attempted to exchange it on November 1, 2016, he was clearly over the day return period However, after the Sears hassle-free 30-day return/exchange period has expired, most Craftsman drills are covered by the manufacturer’s one-year warranty for parts and labor to service the drillSince Mr***’ stated in his complaint that the drill was defective, we contacted him and requested a copy of the receipt for proof of purchase and to determine the warranty statusMr [redacted] stated that he was unable to provide a copy of the receiptWe advised Mr***’ that without a receipt we would not be able to assist and requested that he contact us if he locates the receipt within the warranty periodWith that being said, since we have addressed the issue brought forth in Mr***’ complaint, we have closed our file Again, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda [redacted] @searshc.com

Sears Home Repair is the biggest ripoff I've ever seen$for an expensive diagnosis when the technician literally didn't even test the things he wants to replaceHe applied a meter to one terminal of my freezer's compressor, told me the voltage was too low, and recommended replacing the compressor, evaporator, and ALL tubing and wiring "in case of leaks" (which he had NOT tested for)Feeling taken advantage of, I called an appliance repair technician I knew from the old city where I used to liveTurns out there are connections that should have been tested on the compressor, the extension cord and outlet also should have been tested before being able to determine if the compressor is faultyAnd he didn't test anything else before recommending to replace itHe kept pointing to things that weren't wrong, when I asked if he was going to test for leaksHe would ignore my question and say "see, sometimes there is oil coming out here, but there isn't," and "if I touch this and it's cold, then I know the refrigerant is stuck, but this isn't cold." The estimate was way more than the cost of a new freezer, but conveniently the technician provided me with a coupon for 10% off a new applianceWhen I looked at the Sears Parts Direct website, I found that the parts prices I was quoted through Sears Home Repair are much higher than if I just bought the same exact parts directly from the website If this is a scam to get people to buy new Sears appliances, I wouldn't feel so stupid getting scammed for free, but paying $for the privilege of getting a 10% off Sears coupon is a raging insult

[redacted] 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 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 fact that the mower was operated with little or no oil 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 one In 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 Our records show that when we examined Ms [redacted] mower, we found that the mower had clearly been run on little or no oil, and that this is what caused the engine to seize upThe 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 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 performance With that said, we provided Ms [redacted] with an estimate to repair of $plus tax When she indicated that she would not pay for the repair, we sent the unrepaired mower back to the drop-off point and it is our understanding it is still there waiting to be picked up Ms [redacted] current options are to pick up the mower unrepaired and pay for the diagnostic fee that was not covered under her manufactures warranty, accept our estimate and pay for the repairs, or abandon the mower by not picking it up, in which case it would eventually be destroyed and she would receive no remunerationIn the interim, since we have provided an explanation for why Ms [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

I purchased a refrigerator on 12/8/Delivery was set for Monday, 12/12/in the morning The delivery truck never showed up, and they eventually called in the late afternoon to tell me that I wouldn't be getting my item until the next day They promised the item on Tuesday, 12/13/in the mid to late afternoon At 6:pm I was told my delivery was once again cancelled Now I won't be able to get it delivered until Monday 12/19/ I will be a week and a half without any type of refrigeration I paid $for a refrigerator that I have yet to see The Sears company is obviously not concerned about the customer after the initial sale No effort has been made to make this better for me No one from Sears has contacted me regarding my dissatisfaction

November 4, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction our refund process for the mattress set order that he cancelled due to delivery delays.Upon receipt of Mr [redacted] ’s complaint we researched receipt salescheck and the notes on the delivery order As Mr [redacted] stated, the receipt and the order is listed under MsHeather *** The mattress set was purchased on September 6, and was scheduled for delivery on September 14, At the time of purchase, Ms [redacted] was issued a promotional $gift card and 110, Shop Your Way Reward Points (equivalent to $110.00) for the purchase of the mattress setAs clarification, the Return Policy listed on the receipt does state that in the event of a return of the original qualifying merchandise, reward card(s) will be deducted from any refund amount According to our records, when the mattress was received from the manufacturer on September 14, we discovered that the mattress had a hole in it We ordered another mattress set and the manufacturer provided the first delivery date of September 19, When Mr [redacted] called to check the status of the delivery, he was informed of the damage and the rescheduled date Mr [redacted] requested to cancel the order due to the delay In order to Save the Sale, our delivery associate offered Mr [redacted] 300,Shop Your Way Reward Points (equivalent to $300) Mr [redacted] agreed to wait for the delivery and accepted the offer The delivery associate processed 100,Shop Your Way Reward Points and issued the remaining amount in the form of a $gift card On the morning of September 19, Mr [redacted] called to check the status of the $gift card Since Mr [redacted] stated that he had not received it, the delivery associated researched and discovered that the gift card had not processed Mr [redacted] threatened to cancel the entire order again if he could not receive the gift card that same day In order to Save the Sale again, the delivery associate offered to issue a $gift card instead Mr [redacted] accepted the offer and the gift card was sent via email to Ms***’s email address Regrettably, the delivery carrier was unable to complete the deliveries on September 19, and Mr [redacted] was informed that delivery had to be rescheduled Mr [redacted] agreed to accept delivery on September 20, and requested a morning delivery On September 20, Mr [redacted] cancelled the entire order and a refund, less the $promotional gift card received at the time of purchase, was issued on September 23, The 110,Shop Your Way Reward points issued at the time of purchase were also deducted from Ms***’s account.As far as Mr [redacted] ’s request that we credit the $and the reimbursement of the 110,reward points are concerned, we did not find that this was warranted, particularly since we did not even retain his saleMs [redacted] was issued the $promotional gift card and $worth of Shop Your Way Reward Points at the time of purchase; which she used to purchase a freezer on September 16, As well as an additional $gift card and $worth of Shop Your Way Reward Points from delivery to save the sale; however, Mr [redacted] cancelled the order anyway As this decision is commensurate to the circumstances, we have closed our file.Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directMatilda[redacted] @searshc.com

June 30, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms [redacted] complaint, we contacted [redacted] with [redacted] for assistance Ms [redacted] worked with our Routing Department to move up Ms [redacted] appointment to June 28, On the 28th, the technician examined Ms [redacted] refrigerator and found a blockage Once the blockage was cleared, the unit began to cool properly Ms [redacted] spoke with Ms [redacted] the following day and she confirmed that the unit is workingWith that said, as it is our understanding that Ms [redacted] no longer requires any assistance, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 10, 2015/09/23) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr [redacted] 's complaint regarding Sears Home Services and a preventative maintenance check on his television Sears Home Services records indicate that a preventative maintenance check was completed on Mr [redacted] 's Sony television on April 22, Per the Master Protection Agreement that covered the television until August 13, 2015, a covered item is eligible for one preventative maintenance check per calendar yearSince Mr [redacted] had a preventative maintenance check in April 2015, he is not entitled to anotherIf Mr [redacted] would like to renew his now expired maintenance agreement, he can reach our service contracts office at XXX-XXX-XXXXThat said, we ask that this complaint be 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 Claims Specialist Sears Holdings Corporation [redacted] @searshc.com

June 15, sans-serif;"> [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our investigation of Ms [redacted] complaint regarding the service on her refrigerator After reviewing the service history and discussing the issue with Ms [redacted] , we authorized her for a replacement of the refrigerator under the terms of her Service Smart Agreement (SSA)She has been provided with the necessary information to select a new refrigerator with the $replacement store voucher, and she has my direct contact information in the event that she requires further assistanceWe have also processed the food loss up to the $limit that is allowed under the terms and conditions of the SSAAt this time, since it was our understanding that this resolution met with Ms [redacted] approval, we have closed our file 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, [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 almost completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her air conditionersWe have repaired some of air conditioners and there is one remaining service call set for July 26, to completeWe will provide a formal closure letter once the last service call has been completedWe 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] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the charges he assessed for the repair of his dishwasherUpon receipt of Mr [redacted] complaint, we reviewed the service order regarding the dishwasher and the notes indicated that the labor charge was to be waivedRegrettably, our technician processed the order charging for both labor and parts; however, he noted that Mr [redacted] paid $for the parts onlyWe apologize that the labor fee was not waived as promisedWe have confirmed that his record has been updated to reflect that no payment is due and if he receives any further correspondence in reference to this debt dated after today then he can contact his case manager [redacted] In the interim, since we have cleared his record and he should not receive any further bills from us, we have closed our fileAgain, 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

September 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding non receipt of credit on her canceled box spring After reviewing [redacted] complaint and our records, we conducted an audit on her orderOur records show that on August 14, [redacted] received a credit in the amount of $for her canceled box springSince we were able to confirm that [redacted] have been credited accordingly, we have closed our files We apologize to [redacted] on behalf of Sears Holding Corporation 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/SHC [redacted]