Sears Holdings Corporation

To Whom It May Concern: On July 6, 2016, my husband and I came to your Livonia store located on mile to purchase a mattressMy mother informed us that weekend that they were on sale and we were in need of a new oneWe purchased a King Beautyrest Platinum edition mattress and two box springsThe delivery was scheduled for July 16, Jerry was our sales associate that dayOn July 12, we came to the store and spoke with Jerry againI informed him that I know longer needed the box springs and wanted to return themHe attempted to return them; however was unable to do so stating there was no return barcodeHe then called the store manager, Rich [redacted] and informed him of what we wanted to doMr [redacted] advised that we would have to return the whole order which would delay our delivery and to just refuse the box springs when they came for deliveryOn July 16, the delivery truck showed up we informed them we are refusing the box springs and only wanted the mattressWe took delivery of the mattress and waited for our bank account to be creditedOn July 21, I contacted the number on the paperwork given to me with my receipt stapled to it regarding my refund of $plus tax for the refusal of the box springsThe customer service lady informed me it could take up to days and to give it till July 29, If it is not received by then she advised me to contact the warehouse and provided the contact informationOn July 28, I contacted the warehouse and was informed that the money had been credited to the store of original purchase and I need to contact themI contacted the store and asked for Mr [redacted] I was told by Lori the Assistant Manager that he had gone home for the day and would not return until MondayShe then attempted to help meFrom the time she answered the phone she had an attitude in her voice as if I was bothering herI proceeded to tell her the story and expressed my irritation and the lack of customer service I was receiving from her store and she stated it’s a warehouse issueI then stated to her I called them and they advised me to contact the store of original purchaseShe took my information and stated she would go to the mattress department and call me backAbout an hour later she called me and stated that she contacted the warehouse and spoke to Max and an escalation ticket regarding my refund had been submitted and I should hear from him within hoursI once again expressed my irritation that I as the customer had to contact Sears for my refundShe stated again it’s the warehouses fault not SearsI stated to her that Sears is who we purchased the mattress from and Sears is who has contracted out the delivery service and warehouse to complete the sale so how it is not a Sears issue? She then stated“I have done all the work for you” there isn’t reason to be upsetI then stated you should have done the workYou are an employee of Sears and I am the customerI shouldn’t have even had to call and “find” my refundThis is the worst customer service I have received in yearsFor Lori to be an Assistant Manager I am appalled at the individuals you have chosen to hireNot once did she apologize for my inconvenience or their mistakeNot once did she show any empathy to the situation at handShe was rude and very disingenuous The warehouse employee I spoke to also acted as if I was bothering himTo say the least I am disappointed and will take my money elsewhereI will also be sure to share my experience and disgust regarding Sears with family and friendsIt is now August 5, 2016; weeks after the delivery of my mattress and the decline of the mattress pad and my money has still not been refunded to meThe warehouse blames the store and stated they have my refundI spoke with Reese a manager at the delivery center and they stated the store has been issued the moneyShe calls the store and speaks with Terrence and is told she will contact me with an updateNo one is taking responsibility for this and they continue to give me the run aroundI have never been treated so rudely at a merchant in my lifeSomething so easy is not getting accomplished and they continue to act as if I am bothering themThank You, Mrs***

November 13, 2015Nita [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Vadim [redacted] Dear Ms [redacted] :We have completed our investigation of Mr [redacted] ’s complaint regarding repairs for his [redacted] Weed Trimmers.We found that Mr [redacted] does have a seven year manufacture warranty that takes effect after the first two year manufacture warranty but this extended warranty is only on the metal shaft of the trimmersOur service escalation team was able to clarify the coverage with Mr [redacted] and due to the inconvenience he experienced from the misinformation he received from the store associate our escalation team offered Mr [redacted] a $gift card which was accepted by himOur records show that Mr [redacted] did have his trimmers repaired and the metal shaft was covered under warranty although the rest of the repairs were his responsibility Since we have repaired the trimmers and the resolution provided was acceptable to Mr [redacted] we have closed our caseWe apologize to Mr Karapetyan on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com

Contact Name and Title: [redacted] Contact Email: [redacted] October 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal regarding her recent visit to one of our auto centers Upon receiving [redacted] rebuttal, we again escalated her concerns to [redacted] Auto Center Manager for Unit [redacted] who states the following: We inspected the vehicle in Sept of The vehicle failed inspection and the customer approved work on the vehicleIf there was a safety issue with rust at the time repairs were done, it would have failed at that timeWe did not take advantage of [redacted] we just did the requested state inspection and listed the work it needed at that timeUnfortunately, 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] we apologize that she was dissatisfied with her repair but we do not feel that any compensation is due to her 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]

Hello I have been a card holding customer of Sears for some years nowI have purchased several appliances and products from them, and have always gotten good service from them until nowI have Kenmore refrigerator that has got to be the worst buy ever, I have only had this product for yearsIn my honest opinion they have sold me a Lemon, it has stopped working on me several times within the time span that I have had this product My original fridge was still good and working up until I got the new one because I needed a bigger capacityThere has been several tedious issues that could have well been avoided have they done there job and sold me a good productFreon was depleted ,when the tech came to refill that he mentioned and recorded that he saw oil and the compressor was showing up on his diagnosticsNow here I am again going through this similar situation cause now like it stated the compressor went and no part is available I have been without a working fridge for a few weeks now ,food going bad ,have to spend money to feed my family (eating out) daily;this is ridiculous Now it is to my understanding that when they run a computer diagnostics that all of the information is sent to a computer databaseSo why wasn't the part made available or ordered prior to this , why would a tech come out here to service this product and not have the necessary components? So now I receive some parts in the mail and again another tech shows up and yet he still states the same thing , that his diagnostics show the compressor needing to be replaced or it is burnt out and yet still no replacement for itI did a little digging and found out that compressor that is sold with this product is LG made and it is garbage ,several thousand complaints about this combinationWhy continue to sell it like this then?

July 27, [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 battery First of all, we would like to point out that we have no records in our file to corroborate Mr [redacted] claim that he was promised a refund checkFurthermore, it is not in our policy to send refund checks for battery warranty issuesIf such an offer were to be made, it would be outside of our policy and it would have needed to be documentedWe want to note that Mr [redacted] had only months remaining for his battery warranty; he had been able to use the item for two and a half yearsMr [redacted] would not be entitled to a full refundAs such, we felt a pro-rated refund was sufficient Even though Mr [redacted] purchased his battery for $119.00, we contacted him and offered to provide him with a $gift card, or a $check, but he declined both offersThe amount being offered is at least half of the value of the item, if not more As a final gesture of good will, we are offering to send him his choice of either a$check or an $gift cardShould Mr [redacted] wish to accept, I may be reached during business hours via email at [redacted] This offer is only valid for days from the date of this letter; after that, it will be null and void 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 [redacted]

March 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] : We have completed the investigation of [redacted] complaint regarding the service appointment she set for her refrigerator and her perception of how our contracts work and what the charges would be for service We would first like to note that in most cases, once an item is not in good working order, the purchase of a contract is prohibited as there is a pre-existing condition and it is a surety that a repair is neededThe only exception to this are two different plans that are offered only if a customer meets other qualifications, and those offers are only good before we actually have assessed the product and provided service or a diagnosisBased on [redacted] narrative of events, we believe she was offered one of those plans; specifically, a Sears Whole House Home WarrantyUnder that plan all products are also required to be in good working order and the actual coverage underwritten by [redacted] does not take effect for days from the purchase dateHowever, as an incentive to purchase the coverage, we will offer to cover one appliance as long as it meets certain qualifying criteria and the coverage has very specific terms and limitationsThe warranty has to be purchased before the service call is scheduledIf purchased, then when the technician goes out, there is a co-pay of $due, and then any repair needed is covered up to $Once the repair is completed and the coverage becomes effective on all the appliances after days, then the consumer is locked into a contract for at least a year with a monthly payment that is dependent upon the plan purchasedIf the warranty is canceled before the time period is up, then early cancelation fees are applied plus the consumer could then owe for the repair that was previously provided from purchasing that coverage In [redacted] case, she did not actually purchase the Whole Home Warranty, and somehow misinterpreted the sales pitch to mean she could purchase this from the technician when in fact our technicians do not and cannot sell this type of coverageThe only coverage they can sell is our traditional protection agreement that is only available for merchandise that is in good working orderSo after a repair is completed, the consumer can then purchase a Master Protection Agreement that is good on just one appliance and not the whole houseOn the plus side though, the individual coverage has much more scope and benefits, albeit at a higher price, than the coverage available through the Home warranty, which has much more limited benefits for the lesser cost With that said, our records show that she was working with our executive level customer support group to try to reach an equitable resolution on this issueThey arrived at a solution to provide service at a reduced cost and the repair was completed on February 27, When they followed up with [redacted] it was their understanding that the issue had now been resolved to her satisfaction; if that is not the case then she is welcome to follow up with her case manager EmilieIn the interim, since the repair has been completed now, 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]

November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed when we installed a dishwasher replacement in his home.As clarification, the coverage under the Master Protection Agreement (MPA) specifically notes that it will cover basic or standard installation but that if any code upgrades or site modifications are needed that these would not be coveredWe do not find records that we installed the original dishwasher so it would not be unusual for there to be requirements currently that were not previously requiredOn [redacted] receipt (which we attached) you can see where it notes that only basic or standard installation is covered and if upgrades are required, he would be given an estimate that he could choose to pay or refuse; if refused though then we would have not installed it at all as our licensed plumbers are not legally allowed to install dishwashers that are not up to government codesWhen we reviewed the charges that were assessed by the plumber we found that the water line and valve were required in the plumbing but [redacted] did not have this already set up in his homeAs for the cord, generally some wiring is part of the dishwasher, so apparently additional length was needed to get to the outlet, or a plug was required instead of hard wiring the unitRegardless though, the work required was not covered under the MPA and [redacted] signed the form acknowledging he was aware of the charges and he agreed to pay the amount not coveredAs a courtesy he was given a $gift card but we do not find he is entitled to any refund since these were charges required because his home did not have the plumbing up-to-code so that a basic installation could have taken place; therefore, 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]

My wife and I purchased a washer and dryer from Sears at Memorial City in Houston Texas The sales process went well, it's great when you are giving them money, but it all went south at the delivery stage They installed a dryer exhaust tube that was much too long leaving the dryer a foot off the wall in the middle of a small laundry room The "crew" said that this is how it is done and my wife was left with no recourse at that timeI returned home a half hour later took photos and went back to the Sears store and showed our sales person Juan [redacted] He and I then spent the next hour on the phone with the delivery folks They said they would send the crew back by that day After hours went by waiting at home I called the store again and told Juan, that no one had called or come by, he said to keep waiting Nothing, no one, nada! After wasting a whole Saturday I called on Monday and was told that someone would call and set an appointment On Tuesday I called AGAIN and after f

February 12, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for an item she purchased from sears.com.It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with Sears We 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 future problems of this nature can be averted Additionally, we reviewed Ms [redacted] order and revealed that she used separate forms of payment for her order: $with [redacted] , $in Shop Your Way Rewards, and a $gift card As such, her refund of $was issued by gift card Since Ms [redacted] complaint stated that she had not yet received this refund, we issued a new gift card on February 10, Ms [redacted] gift card should arrive at the address on her order within business days At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

November 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #11781453– Jessica [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her sweepstakes entry As clarification, the rules for this contest clearly stated: “All Prizes will be credited to the SYW Accounts within approximately ten (10) weeks after the verification of the winners.” We have assured MsPreston that her points will be awarded after the end of the contest on December 8, Accordingly, we cannot provide the points now and we are not obligated to do so according to the aforementioned rules; therefore, therefore, we have closed our file In closure, 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, Tammie [redacted] Specialist, Regulatory Complaints Direct Dial [redacted] Tammie[redacted] @searshc.com

September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] class="InsideAddress">Chicago, IL Re: [redacted] – Maria [redacted] Dear Ms [redacted] , We have completed the investigation of M [redacted] ’s complaint regarding her online order experience and request for a replacement or refund It is unfortunate that we failed M [redacted] ’s expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedOur records show that the total for this order was $minus a $discountAfter reviewing the notes in the order we found that Sears Online issued a full refund back to the same form of payment used at the time of purchaseAccordingly, a refund of $was credited back to M [redacted] ’s Shop Your Way Reward account ending in on August 3, Additionally, we hope that in the future M [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 M [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

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ August 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have completed our investigation of Mr[redacted] complaint regarding service coverage under his Sears Home Warranty Upon receipt of Mr[redacted] complaint, we found that the Sears Home Warranty # XXXXXXXXXXXXXXX was cancelled on July 14, Since the home warranty has already been cancelled as requested by Mr [redacted] we have closed 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 XXX-XXX-XXXX direct [redacted] @searshc.com

November 23, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Geri [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding the charge she paid to receive an estimate for repair on her refrigerator.We would first clarify that the only reason for a refrigerator to need Freon added, is because it has lost Freon and this happens because there is some sort of leak in the sealed system that is allowing it to escape The sealed system is comprised mostly of the compressor and also the tubing that carries the coolant throughout the refrigeratorSo while Ms [redacted] might feel our estimate was incorrect, it sounds as if it was in fact accurate and that the other company’s stopgap of refilling the Freon did not address the underlying problemWith that said, while Ms [redacted] may not have been entitled to receive a refund, it does appear that our customer support team possibly offered this as a courtesyAfter this though, it looks like the offer may have been rescindedSince the offer was made, we felt it should be honored and as such, we have issued a mailed bank check to the address listed on this complaintThe check is for $and Ms [redacted] should receive it within the next 2-weeksIn the interim, since we have explained that the charges we assessed for our diagnosis was correct and yet we provided Ms [redacted] for a refund of these charges that are normally non-refundable, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - [redacted] [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 manager has set up a tentative service appointment for MrBrown on November 15, to address the issues with his dryer but as of November 10, at 11:Central Standard Time our service manager had not yet been able to contact Mr [redacted] to confirm this service appointment would be convenient for him 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com

February 1, [redacted] class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her dryer repair It is unfortunate that we failed Ms [redacted] ’s expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] ’s patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Due to the issues Ms [redacted] was experiencing with [redacted] , an authorized service provider, a Sears technician was scheduled to complete the repair of her dryer On January 31, 2017, the technician found the thermal cut-off needed to be reset Once the reset was completed, the dryer was tested and found to be operating properly While we understand that Ms [redacted] would like her washer and dryer replaced, the Master Protection Agreement (MPA) carried on the units provides for the repair of the covered products A replacement is only offered when certain criteria have been met Neither the washer nor dryer have met the requirements for replacement as outlined within the MPAWith that said, since the repair to Ms [redacted] ’s dryer has been completed, albeit later than expected, and we have 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

December 20, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and cancellation of his sears.com layaway order.It is unfortunate that we failed Mr [redacted] expectations when he recently used Sears’ online layaway servicesWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted We are uncertain as to why Mr [redacted] may have received an email notifying him of cancellation, since it appeared that his layaway was still active when he contacted us by telephone and upon our receipt of this complaint In fact, his account showed that he had already paid a total of $toward a balance of $1,088.15, but our system had not yet updated the final payment date and amount due Our records show that Mr [redacted] was later contacted when his order was updated and advised that he may resume making payments if he desired to do so His next payment of $ is due January 7, 2016, and his final payment amount of $is due January 21, Mr [redacted] may proceed with payments or cancel his order directly from his personal profile If he chooses to complete his payments he will receive information about delivery within the time frame explained at the time he placed his order At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and no further resolution can be provided at this timeWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

Initial Business Response / [redacted] (1000, 8, 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] 's complaint regarding the charges that were paid under a Service Smart Agreement (SSA) and his contention that these charges required his consent before they could be applied against the contract We would like to clarify that it is only with a "collect" or cash call that we are required to present an estimate in advance detailing our charges and then only proceed with a repair if that estimate is acceptedIn instances where the appliance is covered by a warranty or service contract, we can diagnose and then complete the repair all at once since the fees for this are coveredIf Mr [redacted] wanted to know what the estimated collect call price would be before any work was done, then he would have needed to notify his technician of this immediately upon arrivalThe fact is that we spent minutes at Mr [redacted] 's home and if he had not had the SSA, the charges for the repair would have been $This is based on the job code used of "recalibrate board" that matches the work that was providedWhen it comes to the SSA, if the consumer chooses to cancel the coverage after the call, then any fee that would have been charged for the work would be deducted from the refundIn this case, it meant that $would have been withheld and rightly soSince we have explained that Mr [redacted] was not entitled to receive an estimate for repairs since the service being provided was not on a cash call basis, 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] Team Manager, Regulatory Complaints Direct Line: XXX-XXX-XXXX Email: [redacted] @searshc.com

[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 refrigerator purchased from the Fairview Heights Sears Outlet [redacted] Manager of the Fairview Heights Sears Outlet provided the following response: After receiving and reviewing Ms [redacted] complaint, I contacted her to discuss her concernsIt was agreed upon that Ms [redacted] will come into the store to select a replacement refrigeratorWe are hoping to have the exchange happen on Thursday, January 26, If I can be of any further assistance to Ms [redacted] , she can reach me by calling [redacted] Since we have noted the intent of Sears Outlet to replace Ms [redacted] refrigerator once one is selected, 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

January 29, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL class="InsideAddress"> [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding the delay in parts for the repair of his washing machine We understand that Mr [redacted] is upset that one of the parts needed to complete his repair was on back order causing a delay in serviceWe apologize in the delay in receiving all the parts needed to repair his washer, unfortunately as parts are ordered from the manufacture Sears has no ability to expedite a part order when a part is on backorderSears uses manufacture parts whenever possible and at times if a manufacture is out of a part we must wait on the manufacture to provide partsWe do show that all parts have arrived at Mr [redacted] home and service is scheduled for February 2, We also understand that Mr [redacted] is requesting Sears cover the remaining repair cost due to the part delay as well as reimbursement of costs to do their laundry outside the home Sears offers, and offered Mr [redacted] at time of purchase, a Protection Agreement The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs 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 these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property Under a Protection Agreement are other benefits when repairs take longer than expected such as laundry reimbursement, rental reimbursement even a replacement clause when we have a situation such as a long delay in parts 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 decision To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate It would be unjust for Sears to provide free service to Mr [redacted] , while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsSince we have explained why we are unable to honor Mr [redacted] request for free service or laundry reimbursement that he does not have coverage for and all parts have arrived to complete the repair we have closed our case with the understanding that Mr [redacted] will be responsible for the remaining balance of the repairs 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 [redacted]

[redacted] washer purchased from Sears years ago Also has PSA agreement After service calls at least weeks in between each (Sears service technicians said each time that that was the earliest appointment available) Now we need a 5th service which will be happening in weeks again Asked to speak to a supervisor but was not allowed to, after the young man told me they didn't have one, then he said he would transfer me to the supervisor, which he did not after putting me on hold The next day I spoke with yet another rep who told me the tech would be out tomorrow Then another person called to tell me that was not possible and it would be another weeks I have left voicemails to Mr [redacted] team with no reply One of the delays was that the wrong parts had been shipped to my residence This is not the kind of service we are used to with Sears We are both angered and disappointed with their service