Sears Holdings Corporation

Nita [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Wendi K [redacted] #Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning systemDelores [redacted] , Sears Home Services Territory Operations Manager, provided the following response:I had the pleasure of speaking with Ms [redacted] and discussed her concerns with her over a few phone calls since her complaint was received in our officeWe value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms [redacted] that her concerns were forwarded to my office for review, so future problems of this nature can be avertedWe 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 their reputation upon, but we would understand if this is not possibleIf I can be of any further assistance to MsBrisendine, she can reach me at [redacted] That said, 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, [redacted] Regulatory Claims SpecialistSears Holdings Corporation***[redacted] @searshc.com

December 14, 2015Nita V [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Ravi ***Dear MsV [redacted] :We have completed the investigation of Mr***’s complaint regarding the replacement of his battery.Upon receiving Mr***’s complaint, we have escalated his concerns to David ***n, District Service Manager Mr***n contacted Mr [redacted] and discussed his complaint in detail Mr***n has agreed to look further into the situation with the Assistant Manager, Anthony In the meantime, it was agreed that Mr [redacted] will bring his battery in for replacement today, December 14, That being said, because we have addressed Mr***’s 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,Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

December 12, [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 grill We have shipped the necessary parts to Mr [redacted] residence free of charge as he requestedWe want to apologize to Mr [redacted] and assure him that we now have a process in place that should prevent any further such occurrencesIn light of the aforementioned information, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

February 24, Nita [redacted] justify;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Donnie W [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’ complaint regarding damage he claims was caused to his vehicle by Sears Auto Center Sears has referred Mr [redacted] to our third-party claims administrator, Sedgwick Samuel [redacted] has been assigned as Mr [redacted] ’ caseworker and his claim number is [redacted] If Mr [redacted] has any questions regarding his claim, we ask that he contact Mr [redacted] at (847) 645- [redacted] during business hours or via email at Samuel[redacted] @sedgwickcms.com Per our protocol, once a consumer has been assigned a claim number through Sedgwick, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim At this point, Sears can no longer assist with Mr [redacted] ’ issue, regardless of the decision made; however, as a courtesy, we sent Sedgwick an email advising that Mr [redacted] has escalated his issue to the Revdex.com Again, if Mr [redacted] has any concerns or questions regarding his claim, we ask that he speak with Mr [redacted] With that said, since Sedgwick is the party responsible for addressing Mr [redacted] ’ damage claim, not Sears, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

January 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to exchange/return the lawn mower 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 exceptionsSome items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.” Since Mr [redacted] purchased the mower on September 20, 2016, and attempted to return it on January 14, 2017, he was clearly over the 30-day “hassle-free” exchange period However, after the Sears hassle-free 30-day exchange period has expired, the lawn mower is covered by the manufacturer’s two-year warranty for parts and labor to service the mowerAccording to our records, the manufacturer’s warranty will expire on September 20, Since Mr [redacted] stated that the mower would not start, then he must dropped off the mower at our authorized service center for a warranty repairIf our technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warranty; not a returnWe recommend that Mr [redacted] review the owner’s manual to become familiar with what is covered and not covered by the manufacturer’s warrantyMr [redacted] can drop off the mower for warranty repair, along with a copy of his purchase receipt, at [redacted] located at [redacted] NE [redacted] phone number ( [redacted] With that being said, since we have addressed the issue brought forth in Mr [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Jim ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding a garden tractor purchased from SearsThe tractor noted in Mr***’s complaint was purchased from Sears on January 2, It is important to add that Sears’ return policy is for a period of daysThe first time Sears serviced the tractor was on July 27th, some months after its purchase, when an alternator was replacedOn August 2, 2016, the unit would not state due to a ground wire that was not properly connected, this was related to the replacement of the alternatorWe replaced a belt and pulleySince we have clarified that Sears’ return policy is for days and have noted the completed service, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

March 7, *** [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent purchaseDistrict Manager [redacted] provided the following response: We have agreed to process a full refundShould [redacted] need to speak with me ( [redacted] I may be reached at [redacted] during business hoursIn light of the aforementioned information, we respectfully ask that this matter remain closedWe 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

I feel like I am working with robots and no one has reply to simple issue I am havingI purchased sears repair agrement for my washer and tech came to fix it but its way to expensive to fix it and I was issued $store credit for thisSo another issue with this credit is it can't be used online or over the phoneI had to go to store where it can't be used as buying special bundle it took and half hour to place this order with sears sales repWhere she confirmed everything is included in my ordered what we need to get this installed fully stacked and opreationalI asked for time slot for installtion and I was told some one will give me call to schdule this which no one did calledI ended up calling day before to confirm time slotDay of delivery person who came to deliver told our order missing stacking kit and I told him we ordered everything and he installed with some stacking kit he found in his truckAnd he left un finisihed job with shaking dryer and told my tenant that some one will call me to explain this issue on 01/04/and till date no call was receivedI have reported this issue 01/06/17and I was told someone will call and schdule this install again with correct parts with in daysI also asked my sales rep who sold this bundle and I was told to she will call me back before she leaves on 01/07/and no one called back till today 01/13/left serveal messages and sent couple of emails but no replyToday I called installation team and they told me my order didn't included stacking kit where I have receipt showing in notes that stacking kit is included and I confirmed with my sales rep times on 12/12/Each time I called to store no one pickup phones for hour or so , after long holds don't get any result, when I asked for manager doesn't get transfereredAnd friend of mine paid $less for same parts from [redacted] and got same exact set installed with year warrantyI would never recommend to deal with sears teamI have learned my lesson very hard way

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ June 23, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] #XXXXXXXX Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint regarding damage allegedly occurring at Sears Auto Center Sears has referred Ms [redacted] damage claim to our third-party claims administrator [redacted] for further reviewOnce [redacted] opened the claim, LXXXXXXXXXX-XXXX, it was assigned to Claims Examiner [redacted] for handlingMs [redacted] can be reached at (XXX) XXX-XXXX during business hours or via email at [redacted] @sedgwickcms.comFor 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 claimRegardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon Sedgwick's actionsTheir decision is immutableSince we have provided Ms [redacted] with the information needed to follow up on her claim, we respectfully request that this complaint be closed 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 Claims Specialist Sears Holdings Corporation XXX-XXX-XXXX ext #XXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel believe that my claim was just sweep under the rug because I was unfamiliar about the process of filing a claim and they took advantage of that by not explaining the process in full me Final Business Response / [redacted] (4000, 9, 2015/07/01) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL XXXXX Re: [redacted] #XXXXXXXX Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's rebuttal regarding damage allegedly occurring at Sears Auto Center As we stated in our initial correspondence, [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 claimRegardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] actionsTheir decision is immutableThat said, we have forwarded Ms [redacted] 's comments to [redacted] for reviewSince the issue will be addressed by [redacted] our file remains closed 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 Claims Specialist Sears Holdings Corporation [redacted] @searshc.com

January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of his recent order We have spoken with [redacted] in regard to this issueAlthough the coupon did not apply in the way he wished to use it, we offered to provide him with a $gift card and $in points as a gesture of appreciation for his patronage and he acceptedAccordingly, 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]

I purchased a [redacted] Refrigerator and the master protection agreement back in January Today my refrigerator completely stopped working all my food has spoiledI called sears to get a technician to come out they can't get anyone out until Wednesday which is five days awayI explained to them I have small children what am I supposed to do until thenThey told me to file a claimI paid $for this master protection agreement

December 9, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: – Taylor [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding her allegation that damage was done to her vehicle at one of our auto centers.Due to the nature of Ms [redacted] concerns, we opened a claim with Sedgwick, our third-party claims adjusterIf Ms [redacted] has any questions regarding her claim, she can contact Janet [redacted] , her claims examiner, at 847-645-and reference claim number L1511185060- As clarification, once the claimant has been assigned a claim number through Sedgwick, they provide an official response representing Sears Sedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick’s actions; their decision on any claim is final In the interim, since Ms [redacted] issue is being handled through a standardized claim process with Sedgwick and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.We apologize to 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,Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

October 27, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website [redacted] The reimbursement check has been issued for the out of pocket plumbing costsThe check was mailed to [redacted] last weekI have contacted her by phone to inform her of this update and estimate that she should receive this check within business days At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/07/28) */ July 27, [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 request to receive copies of the contract renewals After receiving the complaint filed, we corresponded with Ms [redacted] via email to clarify her requestWe forwarded this matter to Sears' Service Contracts department to process her requestOn July 21, 2015, Protection Agreement Specialist [redacted] with High Point Escalations indicated that she emailed the agreements directlyMs [redacted] confirmed that she did receive the copies the same dayShould Ms [redacted] have any further questions or concerns regarding her contracts, she may contact Service Contracts directly at XXX-XXX-XXXXIn the interim, since Ms [redacted] has confirmed she has received the agreements and we have noted her concerns, we 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

Initial Business Response / [redacted] (1000, 8, 2015/08/13) */ August 13, [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 delivery experience We would first like to apologize for the delay in completing Ms[redacted] delivery of her purchased appliancesWe 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 Ms[redacted] 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] complaint and our files, we were able to confirm that Ms[redacted] exchange was completed on July We contacted her on July to ensure that the delivered appliances were to her satisfaction, which she did agreeIn addition, we provided Ms [redacted] a copy of the requested sales check for record keepingAt this time, since the delivery of Ms[redacted] purchased appliances have 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]

October 5, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] - Ronit [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her dissatisfaction with the additional charges quoted by the installation contractor to install her dishwasher and her allegation that she was being scammed As clarification, Ms [redacted] paid for a standard installation for her dishwasherOur installation agreement specifically states the following: Customer Agrees: Sears assumes the customer's existing facilities are up to code and can accommodate a standard installation (Standard Installation is limited to plugging in or hooking up the merchandise to your electrical outlets or gas or plumbing connectionsNo repairing, plastering, painting or decorating is included unless specifically notedIt does not include any changes to your electrical, gas or plumbing systems unless specifically notedIt does not include removing or disposing of your old appliance or fixture unless specifically noted.) If additional work is required to meet this criteria, it will be the customer's responsibilityAny additional charges will be quoted and approved prior to start of the job Our records indicate that the dishwasher was returned and a refund was issued to Ms [redacted] On September 29, Ms [redacted] contacted our Customer Solutions department stating that she had only received $and she had paid $We apologized for the error and immediately processed an additional refund of $to Ms [redacted] 's credit card ending in 2145; for a total refund of $With that being said, since we have addressed Ms [redacted] 's concerns, we have closed our file 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 Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com

November 23, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No [redacted] Via: 1st Class US Postage Via email: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner In regards to Mrs [redacted] complaint, the inspection results confirmed that the leak came from the bathroom plumbing being loosenedThe bathroom tub piping is an open area with easy accessHowever, we are unsure how the piping became looseThe service tech successfully tightened the lose pipe and there is no more leak The damages have been denied because the job was completed on 1/2/per the completion certificate form signed by the customerThat being said, we would have been aware of any leaks right away if the installation was an issueOn page of the contract under Sears’ limited warranty on installation if proven faulty within one year after completion of installation Sears will correct by repair at no additional cost to the customerAt this time, the original workmanship warranty is expired It was suggested that the member may want to hire a local carpenter or plumberThe pictures the service tech took show pre-existing damagesThese damages are not from the original installationAdditionally, the customer may want to contact their homeowners insurance as this may be wear and tear At this time, we respectfully request that you close your file as we have fulfilled our contractual obligation to the customerOn behalf of SHIP please know that we value Mrs [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]

Initial Business Response / [redacted] (1000, 11, 2015/07/27) */ July 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr[redacted] complaint regarding service coverage of his refrigerator We would like to take a moment to mention that our research of Mr [redacted] service history did show one service for his ice maker in November that was done at no charge to himThis service order was created incorrectly showing that his refrigerator was purchased in January of therefore showing that it was still covered under a manufacture warranty in November of causing the service to be done at no charge to himThat being said this is the only service that we show was ever preformed on his refrigeratorIt is possible that Mr [redacted] may have an extended warranty with his builder as he states in his complaint, unfortunately Sears will not have this information and he should consult with his builder That being said, since we show only one service for his refrigerator on November 6, and no other contact until July 16, This is eight months after the November serviceSince we show no issues from to and then again no issues from November to July we do not feel this is a manufacture defect as this would have shown up with the first few months of ownershipWe show no issues with this make and model refrigeratorAny services for Mr[redacted] refrigerator will be his responsibility It is important to note that in the warm months of summer it may be needed to lower the temperature in the freezer to assist the ice maker in functioning properlyMr[redacted] owner's manual goes over this in the troubleshooting sectionSince we have explained why we will not be offering a free service for Mr[redacted] refrigerator we have closed our case We apologize to Mr [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 XXX-XXX-XXXX direct [redacted] @searshc.com

We buy many sears products...garage door openers, appliances, footwear, vacumns The warranty experience a true night mare!!, they out source the vacumn repair I took it in nov 20th, today is feb20, ive called [redacted] repair and they are annoyed me calling so often Noone cares! Ive called sears 6x but noone can answer whats going on Its sick! My neighbour thinks im nuts borrowing her vacumn for three monthsIts not only embarrassing its truly disgusting noone answers If they couldnt get parts after 2-wks they should have stood up and replaced the darn vacumn! Its under$200! Threee months! Hang your head in shame searsI wont purchase anything from sears again, ive told all our family & friends not to purchase because warranty is a joke! Ive contacted my local newspaper & hope to hear back from them to put an article in [redacted] record on a saturday as its purchased the most on weekend This is unbelievable!

June 15, 0pt" class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the expedited shipping costs for his part We have received Mr [redacted] complaint and apologize that his part ordered is taking longer than anticipated We absolutely understand his frustration and agree that his expedited shipping fee should be refunded We therefore refunded Mr [redacted] $per his request 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, [redacted] Regulatory Complaints Specialist [redacted]