Sears Holdings Corporation

Warranty has been ridiculous Filed first request for service for washer on May As of June 11, and after visits, the most recent today for hours, the washer is still not fixed and they must receive another part I have missed days of work for this so far Supervisors will not talk to me Told my only recourse is to "write a letter" I have requested a copy of the warranty, which no-one has been able to provide It's ridiculous and unprofessional

We called Sears to come out on a service callThe repairman spent most of the time taking a personal phone call and gave an estimate of $to repair the washer which we declined to have doneSears double-charged us for the service call and we have spent weeks trying to get one of the charges refundedWe've spent hours on the phone with them and faxed them proof of the double charge but they usually tell us they have no record of previous calls and will investigate and call backWe wait the allotted time, call back and it starts all over again

November 28, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Joan [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her range and her request to have the unit replaced First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her range repairAfter reviewing the notes in our service system, our office authorized Ms [redacted] a new range under her Master Protection Agreement (MPA) Ms [redacted] was sent an email on November 15, 2016, and advised that she was authorized $towards a new range from Sears Our records show that Ms [redacted] selected a new range that same day and accepted delivery of the new unit on November 23, The remaining MPA coverage has transferred to the new range and will run concurrently with the one-year manufacturer’s warranty; expiring on November 24, With that said, since an equitable resolution has been provided for Ms [redacted] , 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

Contact Name and Title: [redacted] Contact Email: [redacted] October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] 's rebuttal regarding his recent visit to one of our auto centers We have received [redacted] 's rebuttal, and we do not find that he has brought any new information to his complaintSears stands behind the estimate that we gave to [redacted] 's girlfriendUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantIn [redacted] 's case we do apologize that we failed his expectations, but we feel that the work notated on the invoice was correct and relative to the circumstances and our decision is final 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] Regulatory Complaints Specialist [redacted]

May 5, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his dishwasher Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we sincerely regret any frustration we may have caused [redacted] Upon reviewing [redacted] service order, we find that on April 1, 2016, the technician arrived at [redacted] home at 10:am and left his residence at 10:38am The notes indicate that the technician dislodged a float The job code used was “to replace the float” While this is not completely accurate, it is the correct job code, as there is not one specifically for “dislodging a float” Although [redacted] was charged correctly, as a one-time courtesy, we have processed a $refund, which is half of what [redacted] requested A check request was submitted on May 5, 2016, so [redacted] should receive the check in the next two weeks We do not feel that [redacted] should only be charged a diagnostic fee as the technician did more than just diagnose his dishwasher; he provided a service and restored the dishwasher to proper working order With that said, since we have documented [redacted] concerns and processed the refund we feel is commensurate to the circumstances, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist

As of today 08/02/7:pm, I have only received gift card with balance of $43.02, I have not received a check of $yetSo Sears still owe $756.98, can someone please check how many more days will it take to receive a check? Thanks [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

I ordered a brand new [redacted] top loader washer and dryer and have had nothing but problems with the washing machine The washer constantly shows UE and I cant finish a complete load of laundry I purchased the protection plan the the warranty company has been awful to work with and has done nothing to resolve the issue other than send more people out to do nothing The techs have either now shown or will show up at 8pm when the scheduled time was from 3- Also when calling in to the Sears warrant company it takes on avg min to get someone on the phone and they are not willing to resolve my ongoing issue Worst experience ever and customer service by any big box store and will not refer or buy one more single item from Sears

January 18, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator 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 refrigerator Although several attempts were made to repair Ms [redacted] refrigerator, the repairs did not provide a long-term resolution Therefore, a replacement was authorized for Ms [redacted] under her Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current refrigerator, it was determined that $3,would provide her with a comparable replacement under her MPA 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, ( [redacted] 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 for the first year; then provide extended coverage until July 28, 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, [redacted] Regulatory Complaints Specialist

[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 compressor purchased at Sears [redacted] ***, Manager of the [redacted] Sears store provided the following response: Mr [redacted] was in the store on Saturday, January 30-th and departed the store with a Craftsman Professional Gallon RHP Oil-Lubricated Professional Air CompressorIf I can be of any additional assistance to Mr [redacted] , he can reach me at [redacted] Since it is my understanding that Mr [redacted] was satisfied with assistance provided at the store, 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]

June 23, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for assembly We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in her order we found that she had previously been in contact with Social Media, Sears’ escalated complaint departmentSocial Media contacted Icon and arranged to have the merchandise assembled on June 23, With that said, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since assembly was arranged and we have noted Ms [redacted] concerns, 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

November 9, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation [redacted] complaint regarding his dissatisfaction with Sears Home Services.First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we appreciate the opportunity to address the customer service issues outlined within [redacted] complaint, so that future problems can be averted On November 6, 2015, [redacted] was authorized an exchange under his exceptional parts warranty [redacted] reselected that same day and is expecting delivery on November 17, While we ae unable to compensate [redacted] for his frustrating experience, we have processed a $gift card as a conciliatory gestureThe request was submitted on November 9, 2015, so [redacted] should receive it in the mail within the next two to three weeksWith that said, since an exchange has been processed for [redacted] and we have documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/08/31) */ Contact Name and Title: [redacted] August 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed our investigation Ms [redacted] complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigeratorAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms [redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms [redacted] complaint, so that future problems can be avertedOn August 29, 2015, the technician returned to Ms [redacted] home and re-examined the refrigeratorHe subsequently replaced another control board; completing the repairAs a conciliatory gesture for any inconvenience Ms [redacted] may have experienced, our office processed a $gift card, which she can expect to receive within the next two weeksAgain, we sincerely regret any inconvenience Ms [redacted] may have experienced due to the delay in repairing her refrigeratorWith 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 to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

January 11, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding 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***’ Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current washer, it was determined that $would provide her with a comparable replacement under her MPA 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, ( [redacted] , 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 until August 25, 2017; the manufacturer’s warranty will remain in effect for one-year from the date of deliveryLastly, we have processed a $laundry reimbursement check for Ms [redacted] for customer satisfaction 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, [redacted] Regulatory Complaints Specialist

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re* [redacted] * [redacted] Dear [redacted] We have not fully completed our investigation of Mr [redacted] complaint regarding service experience We apologize for the delay in responding to this complaintWe are currently waiting the completion of service for Mr [redacted] air compressorWe requested Mr [redacted] return the air compressor for serviceAs of September 8, he had not done so yet but was planning to drop it off on Friday September 9, We will continue to monitor this situationWith 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 unwarranted If Mr [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time We apologize again 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]

December 21, [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 toolbox We would like to sincerely apologize to Mr [redacted] for this issueThere is a process in place to handle such instances expediently and with little inconvenience to the consumerSadly, it seems that process was not followed in this case we want to assure him that we will look into the matter furtherThat said, we have spoken with the manufacturer and a key has been sent to Mr [redacted] home addressAs a conciliatory gesture, we have also added $worth of Shop Your Way Rewards (SYWR) points to his accountThese points are valid for one year from today’s dateIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

December 10, 2015Nita [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # 10987435- David [redacted] Dear Ms [redacted] :We have completed our investigation of Mr [redacted] complaint regarding a recent order As clarification, the terms of this offer were clear when it was presented to consumers prior to placing their ordersThe consumer was given a choice of the $credit or $in SYWR pointsIn fact, when placing the order, the online sales system was set up to automatically default to the $ credit so the consumer would have to choose the $in points if that is what they wantedThe $credit was applied in their cart and it was visibleMr [redacted] didn’t change it to reflect the $in points so the $credit was applied to his orderThis is also shown on the email confirmation he was sentIt shows the promotions applied and it says: “Get $off OR Members Choose $back in points on Kenmore laundry front load pairs.” The issue seems to be that due to a system error, the screen that confirms your order when you finish, incorrectly stated that $in points had been earnedWe want to reiterate that this is after the terms were clearly noted at the beginningAt this time, we are willing to provide Mr [redacted] with $in SYWR points as a courtesy, but we will not be issuing anything furtherHe does not get both options; the offer was for one or the other$was the maximum value of this offer and that is what we are offering to provide Mr [redacted] withIf Mrhe is dissatisfied with that offer, we can pick up his merchandise and provide him with a refund, which would make him whole Should Mr [redacted] wish to accept either option, he may contact me via email at Tammie[redacted] @searshc.com during business hours and I will make the necessary arrangements In light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely,Tammie [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] Tammie[redacted] @searshc.com

October 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Eva-beth [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s rebuttal to the response we provided regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period We have Ms***’s rebuttal, and we do not find that she has brought any new information to her complaintAs previously stated, Ms [redacted] purchased the clothes online and a link to view the return policy online is listed below the description of the items we sellIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Ms [redacted] mentioned in her rebuttal that “Sears referenced that their return policy aligns with other department stores which is untrue at least for stores found in my area”We would like to clarify that we stated, “ most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different”Which is true, each retailer she listed has set their own parameters for their returnsWhile we understand that Ms [redacted] was dissatisfied with the time frame of our return policy, the fact remains that it was posted online for her review at the time of her purchaseAs far as Ms***’s request to return for a refund is concerned, we did not find that this was warranted, particularly since she is over our 30-day return periodAs this decision is commensurate to the circumstances, 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

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Outlet CenterSears Outlet Center has picked up Ms [redacted] refrigerator from her home and has processed a refundThat said, sales check [redacted] references a credit in the amount of $511.25, which should post to Ms [redacted] credit card used to complete the purchase within 3-business daysWe apologize for the inconvenience noted in Ms [redacted] complaintSince we have processed the aforementioned refund, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

April 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the delivery of the cooktop he ordered and the store customer serviceWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectationsWe want to assure [redacted] that his feedback is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe would like to clarify that we receive our availability and delivery information direct from the manufacturerBecause of the large selection of the merchandise we sell, we don’t stock appliances in our warehousesThe product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customerUnfortunately, sometimes we may not be notified by the manufacture of a delay until the day before or the day of the deliveryRegrettably, the manufacture rescheduled [redacted] cooktop order multiple times, which subsequently led to [redacted] cancelling his orderWhen [redacted] cancelled his order, the store manager informed him that the credit would be processed to the original form of paymentThis is standard procedure in order to comply with the agreement we have with our credit card merchantsIn [redacted] case, he paid with a credit card and was requesting that the store issue his $ [redacted] refund in the form of cashIn order to appease [redacted] , the credit was issued in the form of a bank check on April 5, and will be mailed to the address listed on [redacted] complaint [redacted] should receive the check within – business daysWith 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]

July 28, [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 dissatisfaction with the delay in receiving the part she ordered for her lawn mower Upon receipt of Ms [redacted] complaint we reached out to [redacted] SrCustomer Support Specialist for Sears Parts Direct, to assist with Ms [redacted] concernMs [redacted] researched and reported that she located Ms [redacted] order for the drive control which was on back orderHowever, the part has shipped and was delivered by the post office on July 22, We would like to note, that in the future, Ms [redacted] can drop off the lawn mower for warranty repair at [redacted] and she can contact them at [redacted] Ms [redacted] would need to provide a copy of the receipt for proof of purchaseWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]