Sears Holdings Corporation

[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 Home Services and repairs to her refrigeratorMrand Mrs [redacted] received their new Kenmore refrigerator on Thursday, February 11, I spoke with Mr [redacted] while the team was delivering the refrigerator and he informed me that the delivery was close to being completedBoth Mrand Mrs [redacted] have my contact information and if needed, they can contact me if they have any additional concernsSince we have replaced Mrand Mrs [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]

October 2, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # - Deborah [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ' complaint regarding her dissatisfaction with the service appointment availability to repair her refrigerator in a timely basis.It is unfortunate that we failed Ms [redacted] ' expectations when she recently scheduled a refrigerator repairWe value Ms [redacted] ' patronage, but can understand her frustration since a refrigerator is a daily necessityWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherIn an effort to retain her business, we made accommodations to provide her with a sooner available dateThe initial service appointment was set for September 11, and our technician arrived on September 9, to diagnosis the problem and ordered the necessary partsOur technician rescheduled to return on October 13, to install the partWe contacted Ms [redacted] and arranged a sooner service date of October 6, With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms [redacted] ' issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time.Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] direct [redacted] @searshc.com

Complaint: I am rejecting this response because: Sincerely, Richard [redacted] Hello, From the letter that I just read, it was stated that I have been provided with hundreds of dollars of "adjustments" This is not true If this was true, I have never seen the "adjustments" for any of the mentioned concernsPlease provide detailed data of any said compensation or adjustments that were in my favor as previously statedOver the course of the past month or so, any attempt to resolute the majority of my concerns have resulted in representatives hanging up on me, or running me around in circles This has caused extreme frustration, and countless hours wasted trying to resolute most issues without success Yes, I was eventually able to utilize coupon codes on my account, but that issues was not addressed until x10+ times the time I was promised the issue would be resolved in I am just asking to be compensated for the time I have had to waste by being stuck in a loop with representatives frequently hanging up on me Whenever I would get hung up on/disconnected I would have to try and contact a representative again, which always ended up being someone new, and then I would have to waste hours again explaining my issues once again only to get hung up on and resulting in a never ending loop that only resulted in wasting my time

Complaint: [redacted] I am rejecting this response because: They have promised for months to fix this I have gotten this promise from multiple representatives of SEARS This is why I contacted the Revdex.com There is no excuse for how long this is taking Like I said, somehow they can change my return and exchange status of the order but not that I picked it up It makes no sense why I keep getting the same run around on a glitch that would be should be easy to fix I am always told that it will be fixed and yet it still is not If this supposedly has no effect on my account, then just make the order itself disappear or fix it Sincerely, [redacted]

November 14, Roman">Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Tiffany [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that her dishwasher failed sooner than she expected We apologize that Ms [redacted] dishwasher failed to meet her expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Ms [redacted] case, she purchased her dishwasher on November 30, 2013, and the manufacturer’s warranty expired a year after on November 12, We have researched Ms [redacted] model# 66512783Kand would like that there are no recalls or no known issues That being said, any repairs at this point would need to be done at Ms [redacted] expense That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

(The consumer indicated he/she DID NOT accept the response from the business.) In this response written from Sears I am told I will get an exchanged fridge on September 18, but I was told through a telephone call from Sears that they were not coming out until September 25, That is now almost eight weeks since my brand new fridge diedI can not say I am happy with this agreement as of this date because I am still having to wait for the fridge exchangeI have been lied to MANY times already and yet here I am again being told a different storySo how do I know now they will even come since the date keeps getting pushed further and further back! I did email mrs ema [redacted] to let her know they were not sending me the fridge on the 18th like she stated but instead they said there is another delay and I will get it on the 25th.....and she never replied to my complaint

Complaint: [redacted] I am rejecting this response because: It is not true that SEARS would have replaced my washer, if contacted in daysBecause I did complain in couple of weeks online SEARS protection websiteI was told to try different detergentsIt was their service personal from chat help But their suggestions did not helpThen a service appointment was also scheduledYou can find it in your recordBut with it was much after first days and for some conflict of time, I had to cancel the appointmentNever those time I was told about option to replace or return[ Note from the beginning I am using [redacted] detergent as suggested ] Immediately after cancelling protection plan, I wanted to reinstate itSEARs still denying itCan they explain why? Finally, I challenge there way of testing the productComputer diagnosis showing no error code means nothing about its performanceWasher is simply not doing its job, that is, clean the dirty clothingWhen I proved it is failing to do its job, SEARS must replace the product of fix itIf not I will have to take next steps, which could be a lot of things including legal action Sincerely, [redacted] ***

December 7, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Latres [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her pine chest Since Ms [redacted] purchased her item in May, we would not be able to provide an exchange or refundHowever, the item does appear to have a one year manufacturer’s warranty against defects in materials or workmanshipWe would suggest that M [redacted] contact the manufacturer, [redacted] at (***) [redacted] Since we have directed Ms [redacted] to the manufacturer, who may be able to assist, we respectfully ask that this complaint be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie[redacted] @searshc.com

Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Larry [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding a laundry center purchased from Sears Sears Home Services records indicate that the laundry center purchased by Mr [redacted] had a new front panel installed on September 16, Additionally, the Sears in Charlevoix has processed a sales adjustment totaling $51.94, which is expected to post to Mr [redacted] 's MasterCard ending in within the next 3-business daysSince we have replaced the front panel and noted the sales adjustment processed at the store, we have closed our file 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

[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 repairs to her window air conditioner It is unfortunate that we failed Ms [redacted] expectations when she called Sears for service on her window air conditionerWe value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home ServicesWe can assure Ms [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on July 23, During the service call the technician indicated that he cleaned the coil and filterUpon completion of the service the unit was blowing air out at degreesSince we have noted our response to Ms [redacted] complaint, noting the completion of the repairs, 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]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his home water filtration system Sears has approved the replacement of Mr [redacted] water filtration system per the terms and conditions of the Master Protection Agreement (MPA) covering the unitAll Mr [redacted] needs to do is advise his Sears sales associate that his water filter has been approved for replacementSears will cover the cost of installation per the terms of the MPASince we have noted the approval to replace Mr [redacted] water filtration system, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

I just moved to NC from MDI ordered a stove - had to get a manager involved to increase my credit line because every time I went to check out, the price would changeToday, I ordered a washer and dryer online using my bank cardI updated my address but somehow it wasn't saved, so I went to edit the address and I could not complete the taskminutes later, I spent hours with customer service reps and managers between the phone and chat trying to get my ship to address changed on my $orderThey said they had to cancel my order and reorder it, little did I know they had already taken the money out of my checking account so I cant reorder the items until my money is refunded in 3-business daysMy bank gave me instructions to give to Sears in order to get my money back but they refused to contact my bankBy the time I get my money back the sales will be overNEVER EVER USING THEM AGAIN!!!!

December 14, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Anthony ***Dear Ms [redacted] :We have completed the investigation of Mr***’s complaint regarding his inability to receive a quote for a price over the phone for a repair on his tractorWe apologize if Mr [redacted] found it frustrating, but we do not provide estimates over-the-phoneThis is because until we can have a trained technician assess the item, we really cannot make a diagnosis and without a diagnosis we cannot quote an approximate repair sumIt looks like Mr [redacted] scheduled a repair with us anyway, and ironically enough it appears that a new engine was not diagnosed as the problem and instead some exhaust valve/gaskets were loose and after these were replaced and/or tightened, the issue was resolvedSo if we had given Mr [redacted] an estimate over the phone it would have been incorrect, which is why we do not provide this serviceAgain, 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,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com

October 27, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] –Bryan [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding the pricing of a recent purchase We want to first note that there are exclusions to certain promotions that are offered and our Shop Your Way Rewards program also has terms that pertain to what items points may be used to purchaseThat said, we have issued a credit for $to Mr [redacted] ’s account as a gesture of goodwillIn 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

March 30, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her disappointment that the glass in her range’s oven door shattered and her request to receive a free repair even though she is outside any warranty coverageWe would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakableTempered glass is designed to be able to withstand changes in temperature, but it is possible to break itThe other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small piecesThese pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damagedWhen it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completelyIn the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glassAt first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail While all-over shattering happens infrequently, when it does it is dramatic enough that it can be disconcertingThis means that it is more apt to be talked about or even mentioned in online blogs and articlesConsumers also feel that there must be a defect as it seems to happen so spontaneouslyHowever, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter Our records indicate that [redacted] purchased her range November 23, In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchaseSo if [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty periodIn [redacted] case, the range in question is nearly ½ years old; as such we feel it is clear that any breakage would have to be attributable to usage rather than a defect If [redacted] would like to have this repaired, she is welcome to set up a service order by calling [redacted] For a minimum fee, we would send a technician out to assess the range and to provide her with an estimate as to how much it would cost to repair itIf she accepts the estimate then that is the amount she would owe and if she declines the estimate, then she would owe the minimum trip/diagnostic fee (this appears to be $in [redacted] area)In the interim, since we have explained that the glass breakage in her range is not a defect, and any repair necessary would be at her expense, 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] Team Manager, Regulatory Complaints [redacted]

April 12, class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding returning jewelry that she did not want Upon receiving [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of unit# *** [redacted] called [redacted] and discussed her concerns It was agreed that she could come into the store and she could either exchange or return the ring 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]

October 13, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: #- Mary [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding the refund she had not yet received for parts that were picked up by our technician We would like to clarify that when a technician sends in a CWO form, it goes to our billing department at the end of the week via regular mailOnce our billing department receives it, it can take several days to be sorted to the correct group, and then several more days once it gets to the right group, to be processedOur records indicate that the form was filled out on August 27, 2015, and a refund was processed on September 15, 2015, for the full amount of the service call of $340.91; this was credited back to the Visa ending [redacted] ***As for the repair itself, we do show that the washer was still repairable it was just that the cost to do so had apparently become prohibitive as the additional part needed would have increased the cost of the repair by a few hundred dollars more than we had already estimatedWith that said, since we did provide Ms [redacted] with the refund she was seeking, we have closed our file 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted] @searshc.com

February 7, [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 refrigerator repair It is regrettable that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe 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*** Our records show that several repair attempts have been made to Mr [redacted] refrigerator The last repair was completed on February 6, 2017, with the installation of an evaporator and drier While Mr [redacted] no longer carries a Master Protection Agreement (MPA) on his refrigerator, and his warranty does not provide for food loss reimbursement, we have submitted a $food loss request for customer satisfaction The request was processed on February 7, 2017, so Mr [redacted] should receive a check in the next two weeks With that said, since we have documented Mr [redacted] concerns with the repair process, and we have completed the repair to his refrigerator, albeit later than expected, 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

STAY AWAY, DO NOT USE SEARS HOME REPAIRWorst customer service I've ever experiencedSpent months trying to find a date where Sears could come into my apartment and repair my dishwasherFinally, a technician came weeks after I first called and told me I needed a new control panel for my dishwasher and it would cost me $+ laborI asked him when they could come back to install it, and was informed they could come a week and a half later (December 22nd 2015) between - pmAlthough I have a very hard time taking off time from work, I decided to take a half day since the issue had been dragging for way too longMy appointment was confirmed both by phone and email on the day before, Dec 21st, and around 9:am on my appointment day, a technician calls me saying he was on his way and would be at my house around pm, hours before the start of my appointment windowI informed him I could not leave work that early and he said he would call his dispatch and I would get a call back shortlyminutes later, without any sort of contact from Sears, they send me an email with my "rescheduled appointment" for January 9th between - pmI called the technician back 3x, with no answerI then try calling him from my work phone and he answers on the first ringHe tells me its not up to him but he would try to make it work and call me back shortlyminutes later, with no call, I try calling him back and once again, no answer from either of my phonesI then call customer service and they say there's nothing they can do because "my appointment was already rescheduled"I then cancelled the appointment and asked to return the control panel that came in the emailSears said they'd contact me to make arrangements to process the refund in 24-hoursIt's been 100+ and I'm still waiting

September 7, 2016Revdex.comAttn: Nita [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Service Orders: 40058859, 40060338, 40060382, 40060495Revdex.com Case # [redacted] Via: Revdex.com WebsiteDear Ms [redacted] ,Thank you for allowing our office to assist you with the concerns you recently brought to our attentionSears is disheartened that the customer felt that his concerns were not resolved adequately by our company prior to seeking further actions from youThis letter serves to confirm that we have completed our investigation in regards to the above-referenced file.SHIP is responding to the consumer complaint from [redacted] regarding his HVAC unitOur records indicate that he originally purchased his unit on 3/03/and has no Sears’ protection coverage for his unitThe warranty on exceptional parts only covers the partLabor would not be covered beyond the first year after the installMr [redacted] first contacted us about a problem with his unit on 6/25/and the service was scheduled for 6/27/The Sears’ technician checked the unit and replaced a partWe went back out a month later and repaired a loose wire under a recallThe 90-day service guarantee only covers the repair that was doneIf something else goes wrong and the problem is not related to the other repair, it is not coveredThe other appointments were cancelled due to the customer not wanting to pay anything elseThe customer always has to pay for a different issue found after the service call if it is not related to the original issue, which we did correct on trip #Sometimes one part failure brings on another, which is what happens when you put new parts on older equipmentAlso, many times other problems do not present themselves until one issue is fixed and the unit continues to runWe cannot control future breakdowns and the cost of those repairsWe repaired the original issue twice, and the second service call was done at no additional cost to the customerAccording to the tech manager, Mr [redacted] refused to pay anything Therefore, the other services had to be cancelledPer Sears’ policy, the matter was reviewed and addressed by the appropriate managementMr [redacted] will not be reimbursed for the original service.We appreciate the opportunity to address Mr [redacted] concernsAs the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at 1-800-222-extension [redacted] or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail