Sears Holdings Corporation

January 25, [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 his refrigerator and his request to have the unit replaced under his Repair Protection Agreement (RPA) First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his refrigeratorAfter reviewing the notes in Mr [redacted] service orders, our office authorized a replacement for customer satisfaction Per the terms of Mr [redacted] repair agreement, he was authorized the maximum amount, $1, Mr [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist him Mr [redacted] will need to provide the telephone number on record, ( [redacted] , to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining RPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for one-year and then provide additional coverage until July 1, Additionally, our records show that a food loss check for $was processed on January 23, 2017, that Mr [redacted] should receive in the next two weeksWith that said, since we are providing Mr [redacted] with an equitable resolution, 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

May 24, [redacted] Revdex.com class="InsideAddress" North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding some chairs he purchased recently District Manager [redacted] provided the following response: I have spoken with Mr [redacted] in regard to this issueUnfortunately, it seems that the chairs Mr [redacted] has were assembled incorrectly when they were being put together on the assembly line at the factoryA set of chairs was sent via overnight freight to Mr [redacted] We sincerely apologize for any inconvenience Mr [redacted] may have experienced as a result of this issue and we want to assure him that we are taking steps to prevent any further such occurrencesShould Mr [redacted] have any further concerns, he may ask for [redacted] , the Store Manager, anytime he is in the store or he may be reached during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 17, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Jorge D [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding the service call he scheduled on his washer.After reviewing the service documents and alerts we have for Mr [redacted] ’s model washer, we have found that he was mistakenly led to believe that a repair to the impeller would correct the bouncing and shaking of his washerFurthermore, he was told the repair would be covered by the manufacturer even though the full warranty on the washer had long since expired, and the only exceptional parts warranties are on the basket and drum In actuality, the repair referenced by the call taker was for models that were manufactured later than Mr [redacted] ’s and where the consumer was having issues with the impeller bunching up clothes; it had nothing to do with bouncing and shakingAdditionally, the repair was just a suggestion by the manufacturer and was not something they were covering once the warranty had expiredOnce our technician arrived, it sounds like he diagnosed that the issue was with the suspension rods and the manufacturer recommends replacing all 4; none of which are covered under any exceptional parts warrantyWith that said, since Mr [redacted] was given a different expectation when he scheduled the call, our executive customer support team authorized to have the billing stopped and his account zeroed outThis was effective November 16, 2016, and if he receives any further correspondence regarding this debt dated after that, then he is welcome to contact me via email or phone so that I can provide further assistanceIn the interim, since it was our understanding that this resolution met with Mr [redacted] ’s approval, 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,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com

May 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – [redacted] J [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding a recent order Unfortunately, the griddle and accessory offer was not meant to be listed with this itemWe have spoken to the manufacturer, [redacted] , and we will be taking steps to ensure this is corrected on our siteThat said, [redacted] has agreed to send a gourmet kit to Ms [redacted] residence with a griddle kit as wellThese items should arrive within the next two to three weeksWe want to apologize to Ms [redacted] and assure her that we do value her patronageIn light of the aforementioned information, we respectfully ask that this matter be considered closedAgain, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ( [redacted] Tammie[redacted] @searshc.com

I purchased a Refridgerator from local sears store in AugustThe ice maker quit dispensing ice in September so called for service in OctoberThe part was ordered and was supposed to ship in a few days but, we never received itCalled back and was told it was on back order and would be sent in a couple of weeks but never received itCalled again and was told that it wouldn't be shipped for another monthNever received it so called againThey called and said the were sending repairman to replace it but when I talked to the repairman on the day of the service callHe said he didn't have the part but that it would be in in FebruaryReceived a call a week later saying the order was cancelled! They asked if I still need d the part! I said yes! They confirmed it should be available February 5thReceived a call on February 5th saying part was not available the would call me when it was available!!!!! I don't think I am ever getting the part and they say they won't replace fridge!!!!!!

March 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the quality of his refrigerator and that the ice maker failed sooner than he expectedWe apologize that the ice maker in [redacted] refrigerator failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the unit was recently purchasedSears does have a day Satisfaction Guarantee period where a customer can try an appliance and may request for an exchange or a return, if neededAfter the day period the product falls under the manufacturer’s warranty which requires the product to be repairedIf the unit cannot be repaired, then a replacement will be processedIn [redacted] case, he states that he reported the ice maker issue after the first week of use and was provided instructions on adjusting the thermostatIn [redacted] complaint he stated that he was to call back after a week if the ice maker continued to have issuesHowever, our records indicate that [redacted] did not call again for another two months to report the problem with the ice makerOn September 25, our technician order a new ice maker and it was installed on October 6, Regrettably, a couple of days later [redacted] reported again that ice maker was still not workingOur technician returned on October 9, and adjusted the ice maker armNo further issues with the ice maker have been reported since October 9, We recently returned on February 23, to tighten a loose handle on the refrigeratorWe would also like to clarify that [redacted] purchased his refrigerator at a Sears Home Appliance Showroom which sells new product direct from the manufacturerWe apologize if [redacted] was misinformed that he had purchased a refurbished refrigerator from an outlet store, as this was not the caseAs far as [redacted] request for an exchange is concern, we did not find this was warranted, particularly since the refrigerator is operationalWith that being said, since we have addressed the concern 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]

August 29, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsVirghes: 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 her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint we contacted the local service unit for assistance The appointment was moved to August 25, A Sears technician installed the control board that was previously ordered; completing the repair As a conciliatory gesture and to provide Ms [redacted] with a sense of security, as her one-year manufacturer’s warranty is expiring on September 5, 2016, we have purchased a six-month Master Protection Agreement (MPA) for Ms [redacted] refrigerator The extended coverage will run from September 5, 2016, until March 5, With that said, since we have completed the repair to Ms [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, 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

February 8, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: Aerin [redacted] - # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her washer and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her washer After reviewing the notes in our service system, our office authorized a replacement under Ms [redacted] ’s Master Protection Agreement (MPA) Based upon the features of Ms [redacted] ’s current washer, it was determined that $would provide her with a comparable replacement under her MPA An email was sent to Ms [redacted] on February 8, 2016, explaining the replacement process As stated in the email, Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her Ms [redacted] will need to provide the telephone number on record, (808) 388-6883, to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty 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

April 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding the replacement she was authorized to receive for her refrigerator We would first like to make it clear that the Master Protection Agreement (MPA) has always stipulated that if a replacement is authorized it is for a “comparable item”This has been the case for decades under this contract and there has never been a point that we have allowed a customer with a covered product under the MPA to use the authorization towards a different applianceDue to this, we have a hard time believing that various individuals in the company would have informed [redacted] she could do this, as it is not something that is ever doneIt is possible that they just did not understand that she was receiving an authorized replacement under her MPA versus some type of exchangeThe latter is only an option within about days of purchase and in that case, different merchandise can be selectedIf she referred to it as a “credit” they may have assumed that she was given a gift card for a previous refund and that also could have been used towards any merchandiseAn authorization though under a contract is, and has always been, good for only like merchandise With that said, when [redacted] was given authorization in December of 2015, she did not technically meet the terms for replacement under the criteria set forth in the MPA; in fact just the day before her request for a replacement under the “no lemon guarantee” clause had been deniedHowever, a decision was made to make an exception and on December 5th she was authorized for up to $to be used towards a comparable refrigeratorGenerally when this happens it then sends the particulars to the email address on fileRight now we show that to be [redacted] said she never received this and yet she apparently never called prior to April to find out this informationWhen she called in April, her day period to select a new item had expired, which meant that she would have had to start the authorization process all over from scratch However, since she advised she never received the authorization information, yet another substantial exception was made for her and they renewed her authorization on April 8, 2016, for days from that date Apparently the agent assisting her after this was unaware that the authorization was reopened, and informed [redacted] that she would need to start all overAgain, while this was technically correct to the terms of the MPA, it was rendered incorrect by the exception that was made as a one-time courtesyThis authorization is still in our system and any Sears store would be able to access this once [redacted] provides them with the phone number her records are under, which differs from the phone number she listed on this complaint We would recommend that [redacted] select her new refrigerator prior to the expiration of the courtesy renewal that was given to her, as after that time the authorization will be null and voidWe are unable to honor her request to either apply the authorization towards different merchandise or to keep extending it until she feels like using it somewhere down the roadAgain, if it is not used within days of April 8, 2016, it will no longer be valid and [redacted] would need to requalify for a replacement under the terms of her MPA (and as we mentioned she did not quite meet these terms in the first place when we issued her the authorization)In the interim, since we have actually made several exceptions for [redacted] within the parameters of those things where we can make exceptions, and her requested resolutions are too far outside options that would be available, 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]

Complaint: [redacted] I am rejecting this response because: Any new information? Sears sold me a TV with two small chips in the TV screenFurthermore, since the TV itself is WIFI enabled I could not have a steady WIFI connection without an [redacted] cable, thus making the TV useless without having it hardwired directly from the router to the TV itselfMost of the apps that were preinstalled on the TV could not hold a steady connection without it having a steady connectionAlso, the damage could not have been done by someone residing in my homeMy family works during the day and the only time the TV is used is during the evening hours when everyone is around the dinner table having dinnerYour conclusion has no basis’ nor does it have merit Sincerely, [redacted]

April 26, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL [redacted] Service order # [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website [redacted] This letter serves to provide a response to the customer’s rebuttal statement dated 04/22/The customer is not being truthfulHe has had remodeling done on the roof that has impacted the unitHis contractors informed our senior technician that they moved the unit to install the wall and that is when the unit stopped workingThere is concrete dust everywhere and it can be seen in the picturesThe following applies to all Protection Plans per the Sears Protection Agreement terms and conditions SAFETY AND ACCESSIBILITYIn the event that Sears Repair determines that it cannot service your Covered Product(s) due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product(s) to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable causeIn order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home, provide a safe/nonthreatening environment and clear access to the Covered ProductFailure to comply with these conditions may be cause for cancellation of this Agreement Thank you for your time, effort and patience during the investigation processSears regrets that we are not able to provide service for the unitIt is out of code due to the wall structures around itOur file is closed at this timeWe will not address this issue againIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted] ***

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL class="InsideAddress"> *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with her service experience It is unfortunate that we failed [redacted] expectations with her recent repairWe value [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in the Sears Home warrantyWe regret that this incident occurred, but we can assure [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 any inconvenienceWe respectfully ask that this matter be closed, since we have repaired [redacted] dryer and noted her candid feedback Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 11, 2015/08/20) */ August 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have completed our investigation of Mr[redacted] complaint regarding repairs for his Legend television Our research found that when the [redacted] ' purchased their TV with a MPA on March of the MPA was submitted incorrectly in our system therefore looking as if they did not have any service coverage for the LegendWhile the TV was in the service center our service technician did indicate which part was needed to repair but that this part was no longer availableUnder the MPA we would have replaced the TV at this point feature for featureSince this is not a deliverable item due to the TV being under 35in and with Ms[redacted] agreement we are proving her with a gift card in the amount of $to replace the TVWe apologize for any confusion and frustration this incident may have caused the [redacted] As we are replacing the TV and the [redacted] have been provided with my direct contact information we are closing 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 [redacted] Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We never received the agreed settlementdays and counting Final Business Response / [redacted] (4000, 16, 2015/09/02) */ September 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] rebuttal We contacted and confirmed with Ms[redacted] that they did receive the gift card and were able to pick up a new TVMs[redacted] stated that the Gift Card came in the day after they submitted their rebuttalAt this time we are waiting for a copy of the purchase receipt for the new TV so we can transfer the Master Protection agreement onto the correct TVSince the [redacted] ' have received the gift card and purchased a new TV we have closed this complaint 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 [redacted]

January 24, [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 the repair to her refrigerator It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance On January 19, 2017, a Sears technician re-examined Ms [redacted] refrigeratorDue to the ongoing issues, it was determined that the refrigerator should be replaced under the exceptional parts warranty Ms [redacted] was contacted and asked to select a new refrigerator She provided the new Sears item number on January 23, 2017, and the exchange was processed The new refrigerator was subsequently delivered on January 24, Additionally, we processed a refund in the amount of $380.08; the amount remaining of the fee she original paid to repair her refrigerator Previous refunds for $and $were processed by our escalated customer service group, Customer Solutions With that said, 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

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Andrene [redacted] # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding repairs to her washerSears Home Services records indicate that repairs to Ms***’s washer have been completed by one of our over flow contractorsThe contractor informed our office that was Ms [redacted] is using detergent that is causing the issues with her washerWhen the technician was at the home he called the Sears Technical Assistance Center (STAC) and the issues with the washer were discussedThe STAC technician advised Ms [redacted] to clean her washerThe steps were to run the wash cycle full times with no detergent and use water and bleachMs [redacted] was also advised to change her detergent because she was not using HE (High Efficiency) soap as directed in the Use and Care Guide provided to her when she took ownership of her washerIt is imperative to use HE soap in a high efficiency washerWithin her complaint Ms [redacted] asks to have her washer replacedWe feel it is important to refer Ms [redacted] to the terms and conditions of the Master Protection Agreement (MPA) covering the washer which state that a covered item is eligible for replacement once there have been service calls where functional parts have been replacedSince the washer does not meet the aforementioned criteria for replacement, we will not be replacing the washerSince we noted our response to Ms***’s concerns, 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

Also, just to follwith the lengthy message I sent in response to not being satisfied with the findings...Other than being lied to regarding the test drives thay repeatidly took place, and the customer service issues under the previous management at that location, I have taken all " Final invoices " and verified the dates, times, nature of work performed, and amount concluded for each time we took the truck in for repairs From your response, you had stated that the service depthad stated that we had only spent dollars and change at their store By careful recalculation, the amount they stated to you was about dollars shy of the actual amount Their dishonesty is disheartening, to say the least All receipts ( Final invoices only ) show a total of $ spent at their location I just wanted to clarify that with you since it did not reflect in my previous response from earlier this morning Thank you for your time SINCERELY; [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/08/17) */ August 17, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr [redacted] complaint regarding his service experience We apologize for the delay in responding to this complaintOur service technician ordered an ice maker, the ice maker was delivered on August 13, but at Mr [redacted] request the service appointment to install the ice maker is scheduled for August 18, 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 Mr [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time We apologize again 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] Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/09/18) */ I am shocked that Sears is pleased that their employee came into service my freezerI explained an issue and the technician poked around and broke my freezerHe said he would make an appointment for a specialist to come in and look at itI do agree that the technician did make an appointment for the next Saturday, but did not consult me and I cannot allow technicians in my building on the weekend (a point he knew because when he showed up I advised him he was not allowed to make any noise as he was there after the allowed work time of to Monday to FridayI had to reschedule and the whole point of this complaint is they were not responsive to a changed dateThen the technician finally came and had to order a part and come back Look the bottom line is the product has been fixed but it was sears who broke it in the first place and will not take any responsibility for itI expect at very least an apology from the company and an extension of one year to the service agreement I had in pace for the two products Final Business Response / [redacted] (4000, 16, 2015/09/24) */ September 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal We have reviewed both our response and Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied our reply to his complaint the fact remains that when Mr [redacted] called for his maintenance checkup he indicated that the ice maker was not working correctlyIt is important to note that our maintenance technicians are not repair technicians and when they find an issue while preforming the checkup they will reset service for a repair technicianAs Mr [redacted] indicates in his complaint the ice maker was already broken before the service dated July 16, We did try to get an earlier service set for Mr [redacted] but he declined stating he was not available for an earlier dateMr [redacted] confirmed with our service department on August 19, that the new ice maker was working well In Mr [redacted] original complaint he stated he wanted Sears to provide a three year Master Protection Agreement (MPA) for ten itemsThe cost of an MPA depends on the age and type of item but the average price is approximately$to $per item per yearThis would be a concession that could cost as much as $As such, we do not feel this is a fair or equitable requestIn Mr [redacted] rebuttal he revised his request to encompass a one year MPA for productsWe still feel this is unreasonable as we did not do anything wrong that would warrant any compensation being provided; particularly worth hundreds of dollarsThe issue existed simply because Mr [redacted] told the agent scheduling his appointment that he wanted to schedule a maintenance cherather than saying that he needed to schedule a repairWe apologize that he did not realize that we have different technicians for repair versus those that just provide regular maintenance and that this meant he had to schedule another appointmentWith that said, since we have explained why we will not be honoring Mr [redacted] request for a free service plan on any of his appliances we have closed our case 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 [redacted] Final Consumer Response / [redacted] (4200, 18, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sears being the big non customer friendly firm they have not read my complaint properly and have filed a typical big business responseOf course my reezer was brokena simple spring was missing from the lever that indicates the level of ice in the machineI asked [redacted] and he poked around which in turn broke the machine further causing it to produce a blue liquid in the ice cubesThe ice cubes were fine before this just the spring was brokenHe rendered my machine not usable not the little spring (that was an inconvenience)Also as stated he came to an appointment that is scheduled from to 5pm at ( please see previous as it has all been explained prior to this.) I agree with sears he did schedule me for an appointment but without checking with meMaking an appointment and me being available for it are two different thingsOnce again big corporate thinking that what works for them is customer service-perhaps its a training issue but my understanding of customer service is what works for the customer (me) not Sears ( Ms [redacted] and [redacted] etal.) What I don't understand is why it took so long to schedule another appointmentIt is rather strange that the choice was next day or weeksalso, to repeat, the to appointment the gentleman showed up after 5pm to tell me that I needed a new freezer an they would order onedays later he came and fixed it This does not even mention the horrible customer service I received on the toll free number where I was never allowed to speakThe supervisors were not in the office and never called back I am horrified that they will not acknowledge they made an error,provided no customer service, and generally did not provide any helpBig business cannot be allowed to do this to a customer and get away with itI contacted the Revdex.com for help and all I have gotten is the run around from sears which is what I wanted to avoid in the first placeSears wasted full days and weeks of no ice in the middle of the summer (I had to buy bags of ice ) My requests for compensation are justified

I purchased new appliances at sears and one of the items is defectiveI purchased the year warranty to cover all problems that I thought I may haveI have called and called sears and nobody seems to find my accountOnce they took hours to find my account they set an appointment to fix the issue and nobody ever showedI called back again and once again nobody wants to help meThis company is a joke they are happy to take your money but after they received the funds you are no longer important to them anymore

Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: [redacted] - Ryan J [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’ complaint regarding repairs for his window A/C unit We value Mr [redacted] ’ patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his 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 he was treated and that we truly regret that the incident caused him any inconvenienceWe found that due to an administration error Mr [redacted] ’ Window A/C unit had been sent to the wrong repair center therefore causing the problems with locating his A/C unitFor customer satisfaction issues we moved forward with a replacementMr [redacted] was informed of this resolution and the process for the replacementWe respectfully ask that this matter be closed, since we have replaced Mr [redacted] ’ window A/C unit and noted his candid feedback Again, we apologize to Mr [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, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa[redacted] @searshc.com

October 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMs [redacted] mentioned that she purchased the mixer onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the mixer on August 19, 2016, and then attempted to return them on September 25, 2016, she was clearly over the 30-day “hassle-free” return period In this case, because it was within the days since the item was picked up, we made an exception and as a good-will gesture, we allowed Ms [redacted] to return the mixer for a refundOn October 4, Store Manager [redacted] contacted Ms [redacted] and offered to process the returnWe issued Ms [redacted] a credit of $to her credit card ending in We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]