Sears Holdings Corporation

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet Stores [redacted] , manager of the Albuquerque Sears Outlet provided the following response: I contacted and spoke with [redacted] on Tuesday, May 10, During the conversation I apologized for the inconvenience and assured [redacted] we would be resolving his concernsThat said, a sales adjustment in the amount of $will be provided to [redacted] If [redacted] has any other questions or concerns, he can reach me at [redacted] That said we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ July 28, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX/ [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Mrand Mrs [redacted] We have made arrangements to have a third party inspection company visit the home and provide us with a full analysis of the problems with the showers as they are currently installedWe have coordinated with our local office to have a SHIP representative present for the inspection as wellMrs [redacted] is aware of and has agreed to this next step Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension [redacted] or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st Class Postage Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) We still do not accept the response from sears for the reasons expressed in our last response.The third party inspector came yesterday and the deficiencies with the showers were shown to him.Thank You[redacted] and [redacted] Final Consumer Response / [redacted] (4200, 20, 2015/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept sears' proposed resolution.It is just more of the same treatment we have received from the beginning.As I stated previously,Sears hiring and paying a third party inspector was a conflict of interest and biased on sears part.We were not at all surprised by the biased inspectors findings and sears refusal to allow us to have a copy of those said biased findings twice.Just because the inspector said everthing was as it should be does not make it so.Our showers still have the same issues as stated in our original complaint.There is no way we could accept sears offer to install any shower door and address the damage caused by the latest substandard installation until the issues are rectified.Mrs bard was incorrect about the original shower door,the wrong door was installed and sears blamed that on us??Instead of the custom door we recieved we were supposed to get a cheap run of the mill door you can buy at any discount shower door store.Its ironic that the shower door we received in error was the only thing we liked,and was done right on the original install.All that and the totallity of the entire miserable experience we have had with sears goes to show that sears doesn't care about our satisfaction and surely doesn't go the extra mile on anything they have done for us nor the selection of the substandard contractors that have performed the work at our home.If that's sears definition of going the extra mile or trying to satisfation us they are sorely mistaken.One must ask themself,How many times does it take for sears to come to our home and do this job correctly????We have found out the hard way it takes a minimum of three times for one shower and twice for the other and the showers still have issues that sears is still unwilling to rectify in a satisfactory manner.The only satifatory solution at this point as we have stated is the full refund and and removal of the substandard installed produts when we hire a reputable, competent contractor to do what sears has failed to do from the beginning of this nightmarish ordeal.The question people involved in this ordeal need to be asking themselves is, Would you want this quality of work performed in your home?????Sears never even came to look at the original install at all??Why is that????Because sears has no quality control at all!!!!!Why would sears offer me $for me to hire someone to fix their botched jobs???How patient would you have been If sears sent incompetent contractors to install inferior products in you home and repetedly had to come back and rip it out and redue it????We have been more patient with this whole circus like situation than anyone that I know of!Well our patientce wilth this matter is running out.Can you blame us???Mrs [redacted] and nobody at sears has any idea how taxing this process has been for us because they have not lived it as we have.We just want sears to do the right thing for us in this matter,which they have refused to do thus far in this process.Thank You [redacted] And [redacted] Final Business Response / [redacted] (4000, 25, 2015/09/23) */ September 23, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL XXXXX Our File No: XXXXXXXX Revdex.com File No: XXXXXXXX / [redacted] Via email: Revdex.com website Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concern As a gesture of customer service we extended an offer to the [redacted] to send a check for reimbursement of their shower doorThe shower door that was originally produced was a custom door which we are no longer able to obtainThe [redacted] were charged for a standard door and not for the custom doorOn September 16th, Mr [redacted] verbally declined this offerThe timeframe allotted for that offer has expiredThe offer to reimburse the cost of the shower door is now null and void and will not be reinstated While we do regret that Mr [redacted] is upset, the third-party inspection results are SHIP's product as we paid for the report to be completedMr [redacted] is welcome to hire another inspection company if he so choosesThe results of [redacted] report corroborate the findings of our own local officeThere were no deficiencies found in the installation At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value the [redacted] as customers and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me at XXX-XXX-XXXX x [redacted] or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st class postage

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a tool chest purchased from Sears [redacted] manager of the Amherst Sears provided the following response: I have been in contact with Ms [redacted] since her complaint was received in my officeThat being said, I have informed Ms [redacted] that Sears was working to secure a new tool box from another Sears storeIf we are not able to find another unit, we will provide Ms [redacted] with a comparable tool boxI will be speaking with Ms [redacted] later in the day on January 3, If I can be of any further assistance to Ms [redacted] she can reach me at [redacted] Since we have noted our intent to find a replacement tool box or upgrade Ms [redacted] 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]

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 the problem she encountered when she attempted to return the event party tent 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 policyOur return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Kmart 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...”Since Ms [redacted] purchased the event party tent on May 4, 2016, and attempted to return it on July 12, 2016, she was clearly over the 30-day “hassle-free” return period After the Kmart day return/exchange period has expired, Ms [redacted] would need to contact the manufacturer, [redacted] at ( [redacted] regarding the defective partsSince we have addressed the issue in Ms [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

October 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the order he she placed for a dining room set recently As clarification, [redacted] order was placed through one of our Marketplace vendors, [redacted] Some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destinationMuch like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersHowever, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendorsIn the case of this set, it seems that there may have been an error with the listingHowever, as we noted, [redacted] would need to work with the seller, [redacted] , to resolveThe phone number for [redacted] According to our records, [redacted] offered to provide [redacted] with something comparable for 50% offHe initially agreed, but then it seems that he refused to return the table and he filed a dispute with his credit card company As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to oursAn 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 substantially below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn 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 HEREIN Placing 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." In closure, since it seems that the price shown may not have been accurate, we are unable to honor his request to receive the rest of the dining set merchandise for the substantially incorrect priceWhile we may have been willing to try and work with the seller and [redacted] to resolve the issue as an exception and courtesy, we cannot issue any sort of refund or compensation while a credit card dispute is ongoingAs this decision is in accordance to our posted terms and conditions, we have closed our file 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]

[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 repairs to his dishwasher [redacted] , Sears Home Services, Contractor Services Manager provided the following response: On Wednesday, December 14, I was advised that repairs to Mr [redacted] dishwasher were completedAfter the installation of the diverter motor, the unit was reassembled, tested and found to be operating as designedIf Mr [redacted] has any further concerns, he can contact me at [redacted] As a gesture of good faith we have added a month extension to Mr [redacted] Master Protection Agreement which will now be in effect until December 19, That said we ask that this complaint be clsoedWe 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]

August 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the quality of the service provided by delivery and his request for a return visit to properly install the dryer vent It is unfortunate that we failed Mr [redacted] expectations when he recently scheduled the delivery of the dryerWe value Mr [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Upon receipt of Mr [redacted] complaint we reached out to our delivery business partners for assistance regarding Mr [redacted] concernsWe received confirmation that a manual work order had been created to return to Mr [redacted] residence to properly install the dryer ventOn August 26, 2016, the manual work order was completed with no further issuesWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 13, 2015/06/02) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX June 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint regarding Umbrella purchase The correspondence Ms [redacted] provided us with did not include enough identifying information to locate the order mentioned in her complaintWe searched our database using her name, the telephone number that was provided and the email address included in the complaintHowever, we found no orders with that information in our system for the past year and half for both Sears and Kmart.comWe ask that Ms [redacted] provide the order number or sales receipt number or the correct member information that was used at the time of placing her orderSince we do not have enough information to facilitate a resolution, we will need to close this issue pending the receipt of more identifying information for Ms [redacted] At that time, we would be pleased to re-open Ms [redacted] 's complaintIn the interim, we have noted Ms [redacted] 's concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

[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 Sears Home Services and repairs to his refrigerator We apologize that Mr [redacted] refrigerator failed to meet his expectations of longevityThe reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionMr [redacted] did not purchase additional coverage and his manufacturer’s warranty has expiredThe refrigerator was repaired under the terms of the exceptional parts warrantyAs such, we feel it is unreasonable to expect Sears to bear the cost of replacement, providing food loss or a refund and we are unable to grant his request We sincerely apologize for any inconvenience Mr [redacted] may have experienced and respectfully ask that this matter be closed as no concessions are forthcomingWe 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]

February 12, Nita [redacted] Revdex.com North Wabash Ave, Ste# class="InsideAddress">Chicago, IL Re: #– Michael [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mr***’s complaint regarding non-receipt of a partial credit for a lawn mower deck he ordered from Sears Parts DirectPenny Kennedy, Member Support Manager for Sears Parts Direct, has attempted to contact Mr [redacted] by telephone, but has not been able to speak with him On February 11, 2016, she left a message with her contact information and asked that Mr [redacted] call to discuss his issue further; however, he has not yet responded Until we have an opportunity to discuss this matter with Mr***, we are unable to work toward a resolution If Mr [redacted] still needs assistance with this issue, he may contact Penny Kennedy at (800) 795-within business days from the date of this letter We ask to have this matter closed in the interim, pending Mr***’s responseWe 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext

January 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation regarding Ms [redacted] complaint regarding her TV Ms [redacted] has been authorized to receive a comparable replacement TV and her local store has been trying to make the necessary arrangements Ms [redacted] may contact Store Manager [redacted] or Assistant Manager [redacted] during business hours if she wishes to discussIn 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

May 23, [redacted] class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding his refrigerator repairFirst, we would like to apologize to Mr [redacted] for failing his expectations and sincerely regret that this incident occurred Upon receiving Ms [redacted] complaint, we were able to move up his appointment and schedule a different technician to examine his refrigeratorOur records show that a technician examined Mr [redacted] refrigerator on May 21, The technician installed a screw on the water tank and explained to Mr [redacted] that the missing shelves in his refrigerator could not be replaced under his Repair Protection Agreement However, Mr [redacted] was provided with the part number so he could order them from a parts websiteAdditionally, we forwarded this matter to the service unit manager, so that he could address the customer service issues directly with the technician in question and provide the appropriate coaching It is our goal to ensure that future problems of this nature can be averted and we can only reiterate that we sincerely apologize for any inconvenience Mr [redacted] may have experienced during the repair of his refrigerator As a conciliatory gesture for any frustration Mr [redacted] may have experienced, [redacted] with unit [redacted] is sending him a $gift card, that should be received in the next two to three weeks Lastly, we have noted Mr [redacted] candid feedback, and we would like to assure him that we have taken his concerns very seriously With that said, we ask to have this matter closedAgain, we apologize to Mr [redacted] and appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist

Very Bad experienceCustomer service people dont handle problemsNeither the case mangerBought firm mattress, comes out to be soft Wanted to return, But customer service couldnt understand that one cannot repack(rolled) mattress like factory doesEverytime they say, it needs to be packed into box and nothing they could do

Complaint: [redacted] I am rejecting this response because: My TV was replaced already and I am still having issues with my protection plan being transferred This response was ridiculous since he didn't even know the TV was already replaced finally and the fact that I had cancelled the repair and they still sent someone out I am now looking for the protection agreement I paid for to be transferred to the new TV I also had many issues in obtaining my replacement from managers who were demanding payments of $and rude store personnel and driving to different stores Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/07/28) **(The consumer indicated he/she DID NOT accept the response from the business.)*This is totally untrue as the tank was full and had*never been used not 1/full as Jonathon suggests.*It was only after I attached the full tank to my*Bar BQ unit that I discovered the value was defective*which Lowes confirmed when they replaced the tank*indicating they had seen this problem beforeYes I*did get angry but as I indicated previously my*anger only matched [redacted] 's demeanor when he told*me never again visit HIS store.**

October 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 dishwasher Our records show that Ms [redacted] purchased her dishwasher on September 20, In accordance with Sears’ Return Policy, Ms [redacted] had days to return the dishwasher for a refund or an exchange Now that more than a year has lapsed since the dishwasher was purchased, neither a refund nor an exchange is an option While Ms [redacted] carries a Master Protection Agreement (MPA) on the dishwasher, certain criteria must be met for a replacement; Ms [redacted] has only had one qualifying repair completed to date, so a replacement cannot be considered With that said, the repair to Ms [redacted] dishwasher was completed on October 17, 2016, with the installation of a sensor and pump drain If Ms [redacted] still has concerns with the outer door cover, she can schedule another service call to address this cosmetic issue In the interim, since Ms [redacted] dishwasher has been repaired in accordance with the terms of her MPA, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

September 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#[redacted] Chicago, IL Re: #[redacted] Eric [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his recent transaction According to our records, Mr [redacted] filed a dispute with [redacted] and we accepted the chargeback on September 2, It seems there was some issue with that credit and a refund was issued on September 17, for $Since it appears that we have rectified Mr [redacted] account, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie [redacted] @searshc.com

[redacted] @ [redacted] .com 6/25/ Sears Consumer Complaint Division Dear Sears Re: Customer Service and Repair Department Complaint I bought [redacted] Freezer at the Laurel, MD Appliance Center unfortunately, your product and service has not performed adequately because the freezer door still does not close and there is ice buildupI am disappointed because I have called to have the freezer serviced several times as well as had several parts delivered to my home to fix the issueAs of today the service has not been performed correctly; I have made several attempts to contact your customer service department and speak with a supervisor, I have been hung up on, promised a call back from management and I have not received any type of resolutionIn an attempt to speak with upper management I called your corporate office and was quickly re-routed to the customer service department when I stated I had a complaintI then called back and spoke with a supervisor from the online dep

November 23, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Walter [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his washer Upon receipt of Mr [redacted] complaint, we reviewed the notes within our service system regarding the washer in question Our records show that Mr [redacted] renewed his Repair Protection Agreement (RPA) on September 7, 2013, and the coverage expired on September 14, While Mr [redacted] believes that he qualified for a replacement while the agreement was in effect, we would like to clarify that the RPA does not have a “No Lemon Guarantee”; there is no stipulation that a replacement will be provided after a certain number of repairsUnder the RPA, a replacement would only be authorized if the covered product is deemed un-repairable due to unavailability of functional parts or technical information; Mr [redacted] washer was never deemed as such and the last service call was completed on August 16, 2016, approximately three months ago Furthermore, the notes from that service order indicate that the washer was working properly when the technician examined it; no repair was neededDue to the fact that the extended coverage has expired, neither a covered repair nor a replacement will be provided As this decision is commensurate to the expired status of Mr [redacted] RPA, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 13, 2015/09/15) */ September 15, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] dissatisfaction at the response he received when he tried to pursue his own efforts at investigating fraudulent purchases made with his credit card While we can understand that Mr [redacted] found the purchases concerning, the proper way to dispute charges of this nature is to file a dispute with his credit card companyThey in turn would give him any direction on whether a police report needed to be filedThis is not advice that our stores can give and we are unable to assist when someone randomly calls about a chargeWhen the investigation goes through the proper channels we are able to work with the card provider and sometimes law enforcement to help them identify the perpetratorSo if Mr [redacted] has not yet done so, we recommend he contact the card issuer or issuers for any cards that were compromised and then let those institutions investigate the claim 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] Team Manager, Regulatory Complaints Direct Line: [redacted]