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 Mr [redacted] complaint regarding a TV purchased from www.sears.comWe have no records of a member of management advising Mr [redacted] to lie to [redacted] , the manufacturer of the television purchased from www.sears.com to get free partsAdditionally, all Mr [redacted] needs to do is contact [redacted] and adivse them that he purchased an open box television and needs to purchase partsIt is important to add that any universal remote control will operate the televisionIf the television is going to be hung on a wall, the stand would not be necessaryBelow are two websites that sell [redacted] partshttp://www[redacted] parts.com/Default.aspx http://www [redacted] Since we have noted our response to Mr [redacted] concerns and have referred him to two places to purchase the needed items, 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]

September 25, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: #- Christopher [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] 's rebuttal regarding his dissatisfaction with our response to his request to have surprise points returned to his Shop Your Way Rewards (SYWR) account We feel it is important to clarify that while our sears.com agents are able to answer general questions about the SYWR program, it is a member's responsibility to become familiar with the terms of their membership and the status of their points accountAlthough, it does not appear that the return of Mr [redacted] 's order was the result of any Sears error, we have honored his request to have $in surprise SYWR points added back to his accountThe points were added solely as a customer satisfaction gesture on September 22, 2015, leaving a final balance equivalent to $on that dateWe can again assure Mr [redacted] that we have forwarded his concerns to management so that we may determine whether future changes are needed to improve our servicesWe respectfully ask to have this matter closed, since Mr [redacted] 's preferred resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800- [redacted] ***

June 13, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a washer/dryer exchange First, we would like to apologize to Mr [redacted] for failing his expectations when he recently purchased a new washer and dryer from SearsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted him to clarify the amount of refund he believed he is due Mr [redacted] advised that he is still owed $534.04, as well as the returned check fee of $ After speaking with Mr [redacted] we immediately contacted Store Manager [redacted] for assistance After she researched Mr [redacted] transactions, she confirmed that Mr [redacted] was still owed $ Therefore, on June 7, 2016, she processed a refund for $to his [redacted] account, which should post in the next few days Additionally, a refund check for $has been processed and should be received by Mr [redacted] in the next two weeks In summary, since we have corrected our oversight and issued the monies Mr [redacted] is due, 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

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Eunice [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorSears has approved the replacement of Ms [redacted] ’s refrigerator per the terms of the Master Protection Agreement (MPA) covering the refrigeratorAll Ms [redacted] needs to do is go to her local Sears store and advise her sales associate that her refrigerator has been approved for replacementThe sales associate will process the transaction for Ms [redacted] Since we have provided Ms [redacted] with her desired resolution, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

Purchased a washer and dryer 1/years with a protective warrantyDrain pump broke on the washing machineSears would not replace the machine since different parts must break down before replacement [redacted] Electric, who is their contractor for parts and service, ordered the partIt came brokenWe are still waiting for a new partOne month without a washing machine!!! I would strongly not recommend Sears for any appliances in the future They certainly do not go out of their way to help their customers

August 10, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kylie [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator After the technician examined Ms [redacted] refrigerator on August 6, 2016, District Service Manager Lorenzo Savage decided to authorize a replacementBased upon the features of Ms [redacted] current refrigerator and because the model is still available, it was determined that $2,would provide her with a comparable replacement under her MPA Ms [redacted] was contacted by Maria Llamas with unit on August 10, 2016, and advised to go to her local Sears to reselect Once at the store, any Sears Blue Crew associate in the Appliance department can assist her Ms [redacted] will need to provide the telephone number on record, (850) 866-5013, to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the manufacturer’s warranty will expire one year from the date of delivery, the MPA will provide extended coverage until March 18, With that said, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

I purchased Microwave Model #months and days agoYesterday when microwaving a bag of popcorn the unit caught fire and if we were not in the kitchen it would have been worseIt scorched the inside of the microwaveWe have photosWe called Sears and they wanted $for service call and the machine only cost $We have photos of the damage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am still waiting on my credit card statement to show up refund / credit issuedI feel that there is no need to keep open this case for more than days as I am waiting for statement to be issued by my credit card company showing credit issuedA very special thanks to Revdex.com team and [redacted] from Sears who cancelled gift card and tried to issue refund back to my card Sincerely, [redacted] ***

Tell us why here...July 27, Revdex.com Attn: [redacted] North Wabash Ave Suite Chicago, IL Our File No: [redacted] Revdex.com Case No.: [redacted] Via: [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 We have been unable to resolve Mrs [redacted] complaint and have turned it over to our claims management firm, [redacted] They will work with the customer to resolve the matter If you have any questions, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist

December 4, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of Ms [redacted] complaint regarding the service on her washer and her request to be refunded in full.We would first like to clarify that any time in the repair process if our customer decides they would rather not proceed with a repair, then we would charge them as we would for any declined estimateThat means that they would at least be responsible for the non-refundable minimum charge of $With that said, our customer support group assisted Ms [redacted] in October, and as a one-time courtesy they agreed to refund her in fullThe last notes in their case indicate that they got Ms [redacted] over to [redacted] in our billing department so that [redacted] could provide this refundAs there are no calls after that, our customer support group assumed that Ms [redacted] received the promised refundIf that is not the case, or she only received a partial refund, then if she would like to provide us with all digits of her [redacted] account ending in [redacted] we would be willing to research our database and if a full refund was not reflected in our system we would process thisIf she still needs assistance of this nature, she can contact me at D [redacted] or via phone at [redacted] In the interim, since it is our understanding that Ms [redacted] was refunded in full just shortly after she filed her Revdex.com complaint, and we remain willing to process the refund pending Ms [redacted] response if this is not the case, 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] Team Manager, Regulatory Complaints [redacted]

[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] ' complaint regarding a dryer purchased from Sears Our records indicate that the name on the account is [redacted] we have found two previous complaints, one regarding the washer and one regarding the dryerThe calls came in within days of each otherIn both cases, a complimentary one year protection agreement was provided on each applianceThe last time Sears Home Services dispatched a technician to the home was on September 19, 2013, over years agoThere are no notations within our complaint management program that indicate that Sears is denying any responsibility to anythingThat said, since both items are no longer covered by any warranty or protection agreement, we will not be taking any actions as [redacted] is not entitled to any concessionsThat said 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]

Complaint: [redacted] I am rejecting this response because: I don't want to close the case until the check is received I will notify the Revdex.com once the check is received and will close the case at that time Yes, we have decided to accept the monetary proposal but until that is received, please keep the claim open since we have not had a good experience with Sears keeping their word to us.Sincerely, [redacted]

November 2, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Eric Andrew [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and the problems encountered when scheduling a repair for his washer It is unfortunate that we failed Mr [redacted] expectations when he recently scheduled a washer repairWe value Mr [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledWhile there are various factors that can cause this to happen, in Mr [redacted] case the technician needed to spend a longer amount of time at more than one stopWe apologize that Mr [redacted] service appointment had to be rescheduledWe reviewed the service order and our records indicate that Mr [redacted] chose not to reschedule his appointment and the service order was cancelled We 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 furtherWith 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] for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com

November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the part he ordered that he had not received.From what we can gather, the order [redacted] placed never bridged to our [redacted] business so they never shipped the partWhen he would call to check on the part, it looks like he was transferred over to our [redacted] business but unfortunately no one corrected the order, or placed a new one, so that the part would have shippedThis was finally addressed on October 24, At that time [redacted] was transferred to [redacted] and they direct shipped him the part in questionOur [redacted] team followed up with him and he confirmed he had received the partIn addition we have sent him a $gift card via mail as an apology for the delay he encountered; he should receive this within 2-weeksIf he has not received the gift card within that timeframe, he is welcome to contact me at [redacted] or via phone at [redacted] In the interim, since we have been able to confirm that [redacted] finally received the part and a gift card was sent to him that was almost equal to the value of the order, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]

May 11, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience and request for a refund or substitute It is unfortunate that we failed [redacted] expectations as we value his patronageAfter reviewing the complaint we found that [redacted] had previously been in contact with Executive Member Services, Sears’ escalated complaint departmentEMS processed a full refund of $back to his Shop Your Way Reward account on April 6, 2016, without a return of the merchandiseFor [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future [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, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 1, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Shaun M [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his washer We have spoken with Mr [redacted] in regard to this issue and we offered to provide him with a 30% discount off of a new washer as a courtesy, which he acceptedThat offer apply in addition to current sale prices, but not to clearance, close out, door buster, floor model, previously used, hot buy, or outlet merchandiseWe have yet to receive any further response from Mr [redacted] as to which unit he would like to purchaseThis offer will be valid for ninety days form the date of this letter; after that, it will be null and voidMr [redacted] simply needs to email me at Tammie[redacted] @searshc.com when he has made his selection and within that time periodIn 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 ***) [redacted] Tammie[redacted] @searshc.com

March 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving the gift card she was offered due to the problems she encountered with the exchange of her treadmillUpon receipt of [redacted] complaint we researched and discovered that the $gift card was processed on March 8, However, due to a system glitch it was listed in pending status and it had not been releasedOn March 23, we manually processed the gift card and [redacted] should receive it via email within hoursWith that being said, since we have addressed the issue brought forth in [redacted] complaint, 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]

Contact Name and Title: [redacted] Contact Email: [redacted] October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager for Unit [redacted] who states the following: We did inspect and service [redacted] car last year and it did not fail for rustIf the car was unsafe due to rust it would have failed at that timeSince rust does get worse over time, I have no way to validate if it actually should have failed last year or notMileage is not a factor when rust is involved but through time it will get worse, especially if it was sitting idleSomething that may have looked ok one year could be drastically different the next, that is why PA inspection is required annuallyI have had some experience with rust during my years as a technician and I do know that it can spread quickly but I cannot tell the status from a year agoBased upon this, no concessions are dueThat 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 matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]

April 7, class="InsideAddress"> [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] We have been unable to complete the investigation of [redacted] complaint regarding his tool set missing pieces Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Store General Manager for unit# *** [redacted] has attempted to reach [redacted] via telephone and has left contact information on his voicemail; however, at this time he has not responded We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue In the interim, we will consider [redacted] matter closed, pending his response We apologize to [redacted] for this issue 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]

May 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent order As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedIn this case, it seems that the word aluminum was added inadvertently to the descriptionOnce the error was reported, it was removed We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar 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 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 price can be corrected Most online retailers post similar 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.” As illustrated above, we do not guarantee that our site will be free from error [redacted] purchase was made in September, but the first contact we have on file regarding this issue was dated May 3, 2016, which is almost months laterOur return policy is only valid for days from the date of purchase so [redacted] would not be eligible to receive a refundHowever, as a courtesy, we have offered to provide [redacted] with a credit for half the cost of the bike if he will keep it as is and he acceptedAccordingly, a credit for $was processed to [redacted] account and it should reflect within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] 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]