Sears Holdings Corporation

January 29, 0pt" class="InsideAddress"> [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding his refrigerator that was delivered missing shelves Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] Member Experience Office Member Ms [redacted] attempted to reach Mr [redacted] via telephone and has left contact information on his voicemail; however, at this time he has not responded We are unable to resolve Mr [redacted] ***’s issue until we have the opportunity to discuss the matter with him Mr [redacted] may contact Ms [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue In the interim, we will consider Mr [redacted] matter closed, pending his response 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, [redacted] Regulatory Complaints Specialist [redacted]

Complaint: [redacted] I am rejecting this response because: We bought an appliance in good faith from SEARS, not [redacted] [redacted] has now handed our case off to someone else, who he says "will reach out to us soon" They have been stalling from the beginning We have had to authorize dry out and repairs, or we would still be living in a swamp...a month later! In no way is Sears or [redacted] tAking care of the damage they caused IN A TIMELY MANNEREveryone is trying to blame someone else [redacted] is hired by Sears, so they are naturally going to try to blame someone, ANYONE else, to save Sears money.....and leave Sears customers holding the bag...a dirty, wet, smelly bagThis is not your grandmother's Sears Sincerely, [redacted]

Recently purchased a craftsman riding lawn mower from Sears It stopped working after two months of use and I have a warranty protection plan with sears so I called them to repair the product The soonest they were able to get out to fix it was three weeks So I said I understand that but my lawn still needs to be mowed over a three week period a few times I received quotes from local lawn services and the cost is roughly $per time which is abou$cost total and the most sears was willing to cover was $to cover the cost In the process I was hung up on twice and not because I was using any vulgar language, they simply didn't have an answer for me and hung up on me After calling the third time I spoke with someone that didn't hang up and they simply said sorry that is all we can do for you Such a poor experience for something you think will help you has actually costs me more money just to maintain my lawnSuch bad service, product, and warranty All the way around negative experience from me

Initial Business Response / [redacted] (1000, 6, 2015/10/01) */ October 1, [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 tool chest As clarification, there are several different warranties associated with our Craftsman branded tool chests and the length of the warranty depends on the modelThere are models with and year warranties as well as models with lifetime warrantiesAs noted on the Craftsman website, if the item has a lifetime warranty, all that would be needed is for Mr[redacted] to visit his local store with proof of purchaseIf Mr[redacted] still requires assistance with this, we can certainly work with the local store to verify his warranty status and honor those termsI am usually most accessible via email if Mr[redacted] still needs assistance with this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (XXX) XXX-XXXX [redacted] @searshc.com

Revdex.com: The mower was picked up Friday I have reviewed the response made by the business in reference to complaint ID [redacted] *nd find that this resolution is satisfactory to me Sincerely, [redacted] ***

December 21, 0pt"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have been unable to complete the investigation of [redacted] complaint regarding the problems he encountered with the purchase of his television and dryer; and his request for reimbursement [redacted] ***, Assistant Store Manager for store ***, made multiple attempts to contact [redacted] and left voicemails with his contact information Since he has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her He may contact Assistant Store Manager [redacted] at ( [redacted] In the interim, we will consider this matter closed, pending his response Again, 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

December 1, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order.It is unfortunate that we failed [redacted] expectations and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in her order, we confirmed the incorrect amount of $was issued back to her in the form of a checkTherefore, we refunded the remaining balance of $today December 1, The refund was also issued in the form of a mail bank check only because there was no option to credit it back to the third party pin debit card that was used at the time of purchase Additionally, we reached out to our Shop Your Way Rewards team regarding the $in points that were usedOnce this team confirms the status of [redacted] account, we will provide her with an update via emailShould [redacted] have any questions, she may contact us via email at [redacted] With that said we hope that in the future [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, we have noted [redacted] concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation

September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Mariela [redacted] Dear Ms [redacted] , We have completed the investigation of [redacted] ’s complaint regarding her recent online order experience and request for a full refund for all items returned As clarification, our online website hosts 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 our consumers have more options onlineWe offer our own merchandise as well as 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 that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a two separate Third Party Marketplace vendors, not Sears Holdings CorporationIn Ms [redacted] ’s case, order (Cultivator for $164.99) was fulfilled by FactoryAuthorizedOutlet located at Ontario Mills Parkway Ontario CA 91764, Email: [email protected] and telephone 800-629-Additionally, the battery for $under order was also fulfilled by FactoryAuthorizedOutletFinally, Order SC for the Charger priced at $was purchased from a different vendor, CPO Outlets located at WBellevue DrPasadena CA 91105, Email: [email protected], and telephone (877) 728-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor MrBurt’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in each order, we found that Ms [redacted] returned all three items to the same vendor meaning two of the items were returned to CPO Outlets when they should have been returned to FactoryAuthorizedOutletMs [redacted] will need to contact CPO Outlets to see if they will return the merchandise back to her so she can return them to the correct vendor for a refundIn closure, since Ms [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor her requestAs this decision is in accordance to our posted terms and conditions, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

February 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the refund amount he received for the return of the battery he returnedFirstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced upon having problems with two new batteriesWe want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe contacted [redacted] and discussed his concerns regarding the refund amount [redacted] stated that when he purchased the initial new battery we provided him a $credit for his defective batteryWe explained that since the battery price was $74.99, we provided him with a $tradiscount for his used battery, so his out of pocket expense was $+ tax for a total of $When he returned the new battery, we issued him a credit of $64.19, which is the amount he paid [redacted] stated that he is requesting the $credit because we did not return his used batteryAs clarification, [redacted] non-working, used battery had already been hauled away and properly disposed ofWe explained to [redacted] that we cannot return his used battery since it had already been disposed of and he had been provided a discounted price as a trafor the batteryFor customer satisfaction, we have issued [redacted] a credit of $via a bank check [redacted] should receive the check within business daysWith that being said, since we did provide [redacted] with his desired resolution, 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]

September 27, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] – Virginia [redacted] Via: 1st Class US Postage Via email: n [redacted] @chicago.Revdex.com.org Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Mrs [redacted] Mrs [redacted] ’s repair was completed on September 21st, The installers replaced the compressor, capacitor, and installed a new filter drier in the unitThe installers also extensively tested the unit to ensure that it is working properlyThe final inspection has passedAs we have completed the repair per her original complaint, and have not heard otherwise from Mrs [redacted] , we are respectfully requesting for you to close your file Thank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at ***-***- [redacted] or via email at amanda[redacted] @searshomepro.com Sincerely, Amanda [redacted] SHIP/HI Regulatory Complaint Specialist cc: Virginia [redacted]

December 23, [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 his refrigerator It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [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 inconvenience Mr [redacted] may have experienced Upon receiving Mr [redacted] complaint, we forwarded the matter to the local service unit Unfortunately, the repair to Mr [redacted] refrigerator was delayed because the part did not arrive The repair to the refrigerator was finally completed on December 20, 2016, with the installation of a compressor and drier assembly Mr [redacted] does not carry extended coverage on the refrigerator, and his exceptional parts warranty does not provide any benefits other than a covered repairWith that said, as a courtesy, we have processed a check for $to off-set any food loss Mr [redacted] may have incurredThe check was requested on December 23, 2016, so Mr [redacted] should receive it in the next two weeksIn the interim, since the repair to Mr [redacted] refrigerator has been completed in accordance with the terms of his exceptional parts warranty, 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

December 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the customer service provide with the delivery of her freezer It is unfortunate that we failed [redacted] expectations when she recently scheduled the delivery of her freezerWe value [redacted] patronage, but can understand her frustration due to the series of events she noted during our discussion We would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further We contacted [redacted] and she provided additional details of the delivery experience For customer satisfaction, we offered to issue a reimbursement on the delivery fee and she accepted the offer We issued a refund of $to her credit card and it should post to her account within – business days With that being said, since it is our understanding that the delivery fee reimbursement is a resolution that has met with [redacted] approval, we have closed our file Again, 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted] I am rejecting this response because: my complaint is not alledged, it is an actual complaint I have been trying to get these cabinets repaired since July, I paid over $10,for refaced cabinets, that HS continually needed repair since their installation in The warranty should exist on the date of the last repair in order to be fair Now Mr [redacted] wants me to pay $for coming out and taking a picture of the cabinets plus $worth of labor for laminate wood doors to be installed.The estimate of cost is $to replace the two cabinet doorsI believe this to be excessive I took more than four hours off work in order to meet with the repair people, and they did not show up as indicated The response was, we had computer problemsAfterwords that was no attempt made to call me to rescheduleI had to call them to reschedule, and continue to wait on a responseThe quality of workmanship is substandard to say the leastI have no intentions of ever doing business with Sears company in this lifetime To date, I have received no satisfaction in the settlementI feel that the cabinet repair cost should be prorated according to the last repairs done on the cabinets, if the warranty is only for years from the last service date kindest regards [redacted] ***

November 7, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding a recliner he ordered recentlyWe have spoken with Assistant Manager [redacted] ***, and he assured us that this matter has been resolved [redacted] arranged for the correct recliner to be delivered as an exchange at no additional cost to [redacted] [redacted] is welcome to contact [redacted] during business hours at [redacted] if there are any further concernsHowever, [redacted] indicated that this resolution met with his approval; therefore, we respectfully ask that this matter be considered closedWe 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]

I ordered an item online on Nov 7, was charged on Nov 10, and it still has not shipped I contacted customer service yesterday to see what was happening and no one knew anything, I was told to give them hours to "work on it." I never heard back and contacted them today, still no one knows where my item is or why it has not been shipped I asked them to cancel my order and refund my order and they told me no, I had to give them another hours to "work on it." This is completely unacceptable Then they had the nerve to tell me I could have a 5% discount on my next order I still have no item, and no money

September 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and request for a full refund We would first like to apologize for any inconvenience Ms [redacted] may have experienced with her orderAfter sending an email correspondence to Ms [redacted] we found that the shoes were returned to the local store on August 29, Additionally, we confirmed that a full refund of $was credited on August 29, Ms [redacted] ’s credit should have posted to her account within to business days from that dateWe apologize for any inconvenience she may have experienced with receiving the wrong size and 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 the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] ’s concerns and 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

May 23, 0pt" class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding the repair of her mower Upon receiving Mr [redacted] ’s complaint, we escalated his concerns to [redacted] ***, CarCustomer Escalation Team Lead, who states the following: I have spoken with Mr [redacted] and explained I will not be refunding his money for the mower but we do owe him for the missing parts so I have ordered the parts and am having them shipped directly to him That being said, because we have come to an agreed upon resolution, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted] ***[redacted] @searshc.com

Initial Business Response / [redacted] (1000, 7, 2015/07/14) */ July 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms[redacted] We have completed the investigation of Mrs [redacted] 's complaint regarding her dissatisfaction with our customer service and an alleged overcharge for a payment made toward her sears.com layaway order It is unfortunate that we failed Mrs [redacted] 's expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that we may determine whether future changes are needed to avert future problems of this natureAdditionally, we have reviewed all of Mrs [redacted] 's recent layaway transactions and revealed that she had again added the shed she previously placed on layaway to her cart and did not remove it before making her layaway paymentTherefore, our system processed her layaway payment and a new order for the shedIt is for this reason that both charges were taken from her accountMrs [redacted] called on the date the order was placed, June 26, 2015, and at that time our agent explained how the problem occurred, cancelled the order and immediately issued a refund of $to Mrs [redacted] 's Visa account ending in [redacted] The proposed time frame of the refund was provided as a suggestion of how long it may take for her bank to post the amount, although the date that refunds are posted and visible to a customer is entirely up to the banking institutionWhile we empathize with Mrs [redacted] 's situation, the issue she experienced was not due to any error of our websiteIt may also be important to note that compensation is not a condition of use of the sears.com websiteAs such, we are unable to honor Mrs [redacted] 's requestAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us the opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed since we have noted Mrs [redacted] 's comments and confirmed that the appropriate refunds have been provided 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Facts of this case: -A shed was placed on Lay-away with Sears.com -There were apparent issues with the Sears.com site that require technical support when ordering items and when making a layaway payment -Sears.com did not cancel the order when I complained because the Sears.com website is not able to perform actions in current time which causes confusionI canceled the order because I saw it many hours later when it reached the system and finally realized what had happened My Reply: Ms[redacted] , your statement is that I purposely or mistakenly placed another shed in my cart on the Sears.com website and then proceeded to make a $layaway payment and then purchase an entire separate order of a shed knowingly charging my card $600.00? Even when you were typing that, did you laugh at yourself just a little? The more logical thought pathology would be, somehow another shed was placed in the cart, probably before the customer went to make a layaway payment and then the customer unknowingly paid for both due to the sites user-unfriendly set upHere is the interesting part, your customer service staff from the 1-number told me Sears has "been having many problems with the online site Sears.com." Wouldn't this be a great opportunity to manage the technical glitches by gathering all of this information and fixing the problem instead of flipping off a customer? Here is what happened; and this is after I had time to evaluate the site and all of the events, you were correct, some how there was a another shed in the cartI have no clue how it got there, but it was the same shed I was purchasing and was in the cart without my knowledgeI went to make a layaway payment on the shed I was purchasing and then the layaway page somehow added everything in the cart to the payment; HOWEVER, it does not total it, so you are seeing the shed and then under that item the the layaway paymentMs[redacted] , do you see the confusion? Because it was my first time making a layaway payment I was under the impression that what I was seeing was a recap of the shed price and then the layaway payment at the bottomAn easy mistake considering I was making a first time payment and at the bottom I only had the layaway total before paymentHad any other item been in my cart I would have made the connection and caught the problemBut why am I having to catch the fact that Sears.com processes a layaway payment by adding what is in their cart to the layaway payment without warning and then does not show them that they are getting ready to pay a total of $instead of $in my case? Again, when the layaway payment was made there was no attempt for the site to total the order, so there is only the layaway payment listed near the submit buttonThen, the confusion continues because all that showed up on the site and in your Sears.com system for the rest of the evening was the layaway payment? Finally, hours later that evening I just happened to go up on the Sears.com sight and see the separate second order of the shedThe only time I knew where the $dollar total was coming from was when an email was sent to me later and I could see that where the two charged had come from one for about $and $ Just a note for your technical support department, when I went to make a second payment on Sears.com it kept changing the dollar amount and not letting the payment go troughYou may want to add this to the list of issues with the siteI cancelled my order due to these on going issues and truly hope I do not have anymore issues getting my original payment back I have worked in customer service for years and never would I have chosen to use the tone and wording that you used in your response Ms[redacted] The fact that a customer walked away with a $charge and was inconvenienced in such away would make me feel horrible, even if the client was partly to blame in some wayTake some ownership to the fact that the Sears.com site has some serious issues and that there are many people who are losing faith in a company that has been a staple of American pride for over yearsThere are a ridiculous number of complaints listed on the Revdex.com site and on-line, and with that the ones who just walk away and shop else were without saying a word Next time a customer goes through such a traumatic experience, my suggestion is that you feel some sense of sympathy, apologize and figure out a way to solve the problem at the source instead of outsourcing with band-aid fixes Oh, and thank you for making me aware that you are content with me walking away from such pretentious and disappointing service and responses Good day madam

January 12, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [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 network We do not take these matters lightly and we have forwarded Ms [redacted] concerns to the District Service Manager and Routing Manager for further review On January 11, 2016, the technician returned to Ms [redacted] home to re-examine the refrigerator; he found that a connector in the control board was unplugged Once he plugged the connector in, the refrigerator started to coolAgain, we sincerely regret any inconvenience Ms [redacted] may have experienced due to the delay in repairing her refrigerator While the manufacturer’s warranty does not offer compensation for incidental damage, such as food loss, we are willing to offer Ms [redacted] $as a courtesy If she would like to accept this offer, she can send an email to [redacted] , so a check can be processed In the interim, 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

November 30, 2015Nita [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Charles J [redacted] # 10887445Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding the repair of his treadmillIt is unfortunate that we failed Mr [redacted] ’s expectations when he called Sears for service on his treadmill We value Mr [redacted] ’s patronage, and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted Our service records indicate that the repairs were completed on November 20, and is now working as designed That being said, because we have repaired Mr [redacted] ’s treadmill, we respectfully request this complaint be closed.We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com