Sears Holdings Corporation

[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his shopping experience at Sears Outlet [redacted] , Sears Outlet District Sales Manager, provided the following response: On Thursday, December 10, 2015, I had the pleasure of speaking with Mr [redacted] to discuss the concerns noted in his complaintThe root cause of Mr [redacted] ’s complaint was that sears outlet store associates were able to extend the black Friday/cyber Monday pricing and did not follow established guidelines to satisfy him Mr [redacted] was upset by the manner in which he was treated, I apologized for the store and clarified that we do not make our pricing contingent on a donation of any kind We discussed the year manufacturer’s warranty and what it does and does not cover I also provided Mr [redacted] with information about our year and year protection agreements that he discussed at the end of his correspondence to ensure he was clear on the differences between a manufacturer’s warranty and our protection agreement and then provided the pricing Additionally, I provided the phone number he would need to call should he need service on this dishwasher in the future I also left Mr [redacted] with my mobile number should he have any questions or problems in the future and invited him to call me at any timeSince it is my understanding that Mr [redacted] was satisfied after speaking with me, 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 concerns.Sincerely, [redacted] Regulatory Claims SpecialistSears Holdings Corporation***[redacted] @searshc.com

May 12, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding her cooktopUpon researching Ms [redacted] ’ complaint, we reviewed the notes in her service orders A review of the notes in her service orders shows that the technicians and Sears Technical Assistance Center (STAC) determined that the damage to her cooktop was a result of impact Due to these findings, Ms [redacted] was denied a replacement cooktop under her Master Protection Agreement (MPA) Below is an excerpt from the MPA pertaining to her situation: “LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANSTHIS AGREEMENT DOES NOT COVERcRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature such as hurricanes, tornadoes, floods, etc.” Furthermore, contrary to Ms [redacted] ’ statement that Sears blamed her to avoid having to replace the range because the cooktop is no longer available; the part, [redacted] , is readily available from the manufacturer and through Sears Parts DirectFurthermore, Sears would not fabricate their findings to avoid replacing a covered product Ms [redacted] is fortunate that her home warranty replaced the cooktop, as it did not fail due to a manufacturer’s defect, but rather sustained accidental damageAs to Ms [redacted] ’ request for a full refund; this request is denied Our records show that she canceled the MPA on January 18, 2016, and received a pro-rated refund of $148.74, only $was deducted from the refund The refund given was in accordance with the terms of the MPA; after a covered product’s manufacturer’s warranty expires or if more than days have lapsed since the agreement was purchased, a refund is issued based upon the remaining months of coverage See below: “If this Agreement is cancelled by you or us: During any time within the full manufacturer’s warranty period (parts & labor) you will receive a 100% refund of the total price paid for this AgreementDuring the first sixty (60) days of the term you will receive a 100% refund of the total price paid for this AgreementAfter the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.” With that said, since we have explained why we are unable to honor Ms [redacted] ’ request, we ask that this matter be closedWe appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist

May 11, [redacted] Revdex.com North Wabash Ave., Ste# [redacted] class="InsideAddress">Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the cancellation of his order and non-receipt of a refund It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that Mr [redacted] was assisted by Executive Member Services and a refund of $was issued to his [redacted] account ending in on April 20, 2016, instead of his [redacted] account Executive Member Services Case Manager [redacted] left a message asking Mr [redacted] to contact her at ( [redacted] extension [redacted] if this did not meet his approval or if had any further questions about the refund However, he did not reply As such, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us the 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 possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and an equitable resolution has been provided 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] ***

Initial Business Response / [redacted] (1000, 8, 2015/06/08) */ June 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] -Ronald [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dryer Bradley [redacted] , Store Manager, provided the following response: We would gladly provide Mr [redacted] with an exchange or refund if he would contact us or visit our locationI (Bradley) can be reached during business hours at [redacted] Accordingly, 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

September 29, 0in 0pt" class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair of her weed eater Upon receiving Ms [redacted] complaint, we escalated his concerns to [redacted] ***, Team Lead for Carry In Services who agreed to replace her weed eater per her request That being said, because we are in the process of replacing Ms [redacted] weed eater, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

September 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Linda K [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the multiple service attempts on her washer Upon receipt of Ms***’s complaint we reached out to our service unit to assist with Ms***’s concernThe service order dated August 18, was not updated due to a system failureThe technician confirmed that he was unable to repair the washerMs [redacted] was approved for a warranty replacement on the washerMs [redacted] confirmed that the she has received the replacement washerMs [redacted] also mentioned that the rug that was in her laundry room was missing after the last repairI offered her $worth of Shop Your Way Rewards points so that she can use towards the purchase of a new rugShe accepted the offer and the points were added on September 1, With that being said, since we have addressed the issue brought forth in Ms***’s complaint, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com

June 13, [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 her refrigerator repairAdditionally, we forwarded Ms [redacted] complaint to the District Service Manager for further review, as we do not take these matters lightly [redacted] with unit [redacted] spoke with Ms [redacted] on June 10, 2016, to discuss her concerns Ms [redacted] advised that she had purchased another refrigerator and no longer required a repair With that said, after going over the charges with Ms [redacted] , Mr [redacted] offered to refund her $313.89, which she accepted Accordingly, Mr [redacted] submitted a refund request that same day, so Ms [redacted] should receive a check in the next two weeks Since it is our understanding that Ms [redacted] is satisfied with the aforementioned resolution, 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

[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his Kenmore washer We have scheduled the piand return of [redacted] washerThe washer will be picked up October 29, 2015, and once it has been checked in to the warehouse a bank check will be processedI have contacted and advised [redacted] and he is satisfied with the aforementioned plan of actionSince we will be picking up the washer and refunding [redacted] we ask that this complaint be closed 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]

December 30, [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 dissatisfaction that his refund for the return of his online order was issued in the form of a gift card and not refunded to his credit card Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe contacted Mr [redacted] and he provided the gift card number that was issued by the storeWe cancelled the gift card and on December 30, we issued a manual refund of $to Mr [redacted] ending in ***The credit should post to Mr [redacted] account within – business daysIn the interim, since we have provided Mr [redacted] with his requested resolution, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding the delay in parts needed to repair his [redacted] Treadmill After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the treadmillMr [redacted] has been informed of this offer and has been provided with the necessary information to select a new treadmillHe understands that once he makes his selection we will process the replacement in my officeAt this time we are waiting for Mr [redacted] to make his selection and he has been provided with my direct contact informationSince it was our understanding that this resolution met with Mr [redacted] approval, we have closed our file We apologize to Mr [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"> [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her dishwasherOn May 3, a Sears Home Services technician was dispatched to [redacted] home and installed a new control panel and vent assembly into her dishwasherAfter the unit was reassembled it was tested and was found to be operating as designedIf [redacted] has any future concerns I have emailed her and asked that she reach out to meSince we have completed the repairs to [redacted] dishwasher, per the manufacturer’s recommendations, we ask 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 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 the installation of a dishwasher purchased from Sears [redacted] , Sears Installation Solutions, Customer Advocate provided the following response: Sears Installation Solutions records indicate that Mr [redacted] dishwasher was installed on September 30, After the installation occurred, Mr [redacted] was contacted by Ms [redacted] from our office and confirmed the installation of the new unitA $bank check has been requested and should be received by Mr [redacted] within the next 7-daysAt this time, since we have confirmed the installation of the dishwasher and have processed the aforementioned $check, we respectfully request 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]

Order place 11/15/Item to be in store for pickup 11/It has been delayed several times with no explainationEveryone I have spoken with has been rude and of no helpCustomer Service at Sears is non existingThis was also charged to my Sears card which I am now paying interest on merchandise that I do not haveIf anyone at Sears does actually read this my order# is [redacted]

August 31, 0pt" class="InsideAddressName">Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Alexandre [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the multiple repairs of his dishwasher We have reviewed Mr [redacted] service history and our records show that his dishwasher was purchased on July 15, and that repair attempts have been made to fix the unit Due to the age of the dishwasher, we have agreed to exchange Mr [redacted] dishwasher per his request We have rung exchange salescheck# with a delivery date of September 2, Installation will occur separately after that date and Mr [redacted] will receive a call from our installation department within hours after delivery to schedule a delivery date and time That being said, because we have provided Mr [redacted] with his requested resolution, we respectfully request this complaint be 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent purchase Store Manager [redacted] has spoken with [redacted] regarding this issueUnfortunately, it seems the signs were reversed and this was the source of the confusionWe apologize to ** [redacted] for any inconvenience she may have experienced as a result of this issueThat said, her request to receive a credit for the difference in price was granted as a courtesy; therefore, we respectfully ask that this matter be considered closed.Again, 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]

June 23, [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 his request for a refund of the restocking fee It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe 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 notes in his order we show that Sears Online advised him to return to the store with his receipt to receive the refundHowever, he was out of town at the timeTherefore, we have issued a refund of $back to his [redacted] account ending in [redacted] For Mr [redacted] records the return sales receipt number is [redacted] Additionally, we hope that in the future Mr [redacted] 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] concerns and 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

May 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding washer As clarification, [redacted] purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within days from the date of purchaseIf Samsung has determined that the unit is un-repairable, then [redacted] as the manufacturer and obligor of the warranty would need to replace the unit Since we are unable to assist in this matter further, 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

June 7, size="3"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] ***, Assistant Auto Center Manager of unit# ***, who states the following: I contacted Mr [redacted] regarding the recent issue today 96/01/16) Mr [redacted] has agreed to return to the auto center on Saturday to allow us to re-diagnose the vehicle Depending on the cost of the repair, Mr [redacted] may have his vehicle repaired If he feels as though the cost is too high, we have agreed to refund the recent visit That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be 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 Complaints Specialist [redacted]

January 26, [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 freezer It is unfortunate that we failed Ms [redacted] expectations in regard to her freezerWe would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms*** Upon receiving Ms [redacted] complaint, we reviewed the notes in our service systemMs [redacted] has had three service calls completed; however, parts were only replaced once During two of the service calls, the technician cleaned the drain, which is actually a maintenance issue and not a problem caused by a failed part While we understand that Ms [redacted] is dissatisfied with her freezer, she is not entitled to a refund The unit was purchased nearly a year ago and per Sears’ Return Policy, a refund or exchange can only be provided within days of purchase With that said, as a courtesy, we have processed a refund of the service fee Ms [redacted] was charged in September - $ Ms [redacted] should receive a check in the next two weeks Since we have completed the repair to Ms [redacted] freezer, 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, 6, 2015/09/21) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX September 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms[redacted] We have completed the investigation of Mr***'s complaint regarding his online order It is unfortunate that we failed Mr***'s expectations and we can understand his frustration with the series of 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 avertedAfter reviewing the complaint Store General Manager [redacted] stated that they contacted Mr [redacted] and processed a refund on September 15, For Mr***'s records the return receipt number is XXXXXXXXXXXXWe truly regret any inconvenience he may have experiencedAdditionally, we hope that in the future Mr [redacted] 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***'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