Sears Holdings Corporation

October 31, [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 Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairAdditionally, we forwarded Ms [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly While we understand that Ms [redacted] is frustrated and feels that her refrigerator failed to soon, we are unable to provide her with a refund or a replacement Per Sears’ Return Policy, Ms [redacted] had days to return the refrigerator for either a refund or an exchange Now that over a year has passed since the refrigerator was purchased, neither a refund nor an exchange is an optionHowever, our records show that the repair to Ms [redacted] refrigerator was completed on October 28, 2016, with the installation of a new compressor With that said, as a conciliatory gesture, we have purchased a Master Protection Agreement (MPA) for Ms [redacted] refrigerator that will be in effect until October 4, This way, Ms [redacted] will have another year of covered repairs, since her manufacturer’s warranty expired on October 4, Additionally, under the terms of the MPA, certain benefits are available, including a replacement refrigerator, if certain criteria are metIn 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 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

January 24, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] ***Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a storage building she purchased through sears.com for store pick up.It is unfortunate that we failed Mrs [redacted] expectations when she recently purchased a storage building from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that Mrs [redacted] storage building has been waiting at our store since Friday, January 13, [redacted] Operations Manager for Sears store number [redacted] has attempted to reach Mrs [redacted] by telephone and has left messages at her daytime telephone number asking her to return his call, but she has not yet replied Mr [redacted] would like to speak to Mrs [redacted] to offer her either free delivery or a $credit on her purchase as an apology for this issue However, until he has the opportunity to speak with Mrs [redacted] we are unable to proceed with either resolution Therefore, we ask that Mrs [redacted] call [redacted] at [redacted] within fifteen business days to accept one of our offers or request a return and refund If we do not hear from her within this time-frame, we will refund her purchase price and return the item to stock In the interim, we can only reiterate that we truly regret any inconvenience Mrs [redacted] may have experienced We respectfully ask to have this matter closed pending Mrs [redacted] response, since we have noted her comments and proposed an equitable resolutionWe 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] ***

June 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return her purchase after the 30-day return period We have Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintWe made an attempt to contact Ms [redacted] and left a voicemail; we also sent an email with our contact informationAs previously stated, we contacted the store manager and she confirmed that the return policy is posted by the registers and in other locations in the storeMs [redacted] is more than welcomed to revisit the store and any manager will show her the locations of the full return policyWe also mentioned that the full return policy can be reviewed online at Sears.com or any customer can ask an associateMs [redacted] request to return her purchase has been deniedWe respectfully ask to have this matter closed at this time 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]

June 22, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his recent dishwasher service We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr [redacted] complaint, we reviewed the notes in the service order The technician advised Mrs [redacted] that there is a plumbing issue with the dishwasher; the unit needs a new hose A review of the monetary screen shows that the technician used a job code for replacing a hose rather than just charging Mrs [redacted] for the diagnosis However, Mrs [redacted] was not charged for a new hose, just the labor With that said, since the ***s’ dishwasher is out-of-warranty, they are responsible for the minimum trip charge of $59.00, as they were provided with a diagnosis Accordingly, we have processed a refund request for $76.20; the difference between the $charge and the $diagnostic fee The ***s should receive a check in approximately the next two weeks In summary, since we have processed the aforementioned refund and noted Mr [redacted] concerns, we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 26, Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: [redacted] - Frances [redacted] Dear Ms [redacted] : We have completed our investigation of Ms***'s complaint regarding her recent online experience We apologize for the delay in responding to this complaintWe forwarded this matter to Sears Detail Control Center to research further and confirmed that Ms [redacted] was in fact charged $on August 4, 2015, for the first orderAdditionally, we show that a refund for the shipping charges on the second order had been credited on August 18, Therefore, a refund for the first order will be processed and issued back to Ms***'s account accordinglyMs [redacted] can expect to receive her refund by October 2, In the interim, we have noted Ms***'s concerns and respectfully ask to have this matter closed, pending her receipt of the credit We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Sears should be ashamed of themselves! It's been over months since my Dad ordered trim for his house and they still have not installed or even shown up to look They have made appointments to come out so my Dad has cancelled plans to make sure he is there and they never show up! They don't respond to phone calls and if they so it's to make more promises they don't keep They had no problem taking his money though! The old Sears is gone and in it's place is another money hungry company that's out to screw people If you are looking at making a purchase through Sears, please do your homeworkI have read nothing but negative comments on their customer service My Dad has worked hard all of his life He just lost the love of his life, my Mom, after years of marriage, to cancer He has always been a fair and honest man and treated everyone with respect This company has taken his money and are stringing him alongI don't know if they are hoping he will give up and just forget about it or what but I am here to tell you his kids aren't going to stand by and let you screw him I am going to make sure that everyone I can get in contact with knows what they are aboutIf I have to contact newspapers, television stations, etc I will start with the internet and then the Revdex.com and go from there It's not over and he's not going to cancel any more plans to wait for nothing!

March 2, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *** [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding some patio furniture she ordered last summer. According to our notes, Ms. [redacted] was advised to return the set while the purchase fell under our return policy period, but she did not. We can try to get a lone chair form the vendor, but it may not be possible. If that is the case, we will setup a return as an exception to our return policy. We will notify Ms. [redacted] via email once the vendor has confirmed if they can ship a replacement chair. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Contact Name and Title: [redacted] October 19, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] ' complaintAlthough Ms [redacted] provided her name and address in the complaint, we could not locate the service information for the refrigerator in questionIn order to investigate this matter thoroughly, we ask that Ms [redacted] provide the repair address and telephone number used to schedule the repair, so we can locate her service call in our systemWe would appreciate it if Ms [redacted] would respond to this correspondence with the requested informationIn the interim, we ask to have this matter closed, pending a response from Ms [redacted] We apologize to Ms [redacted] for this issue and would appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Complaint: [redacted] I am rejecting this response because the shipping charge for the tent is almost equal to the tent price itself so I will really not be getting a refund I want to return them to a Sears store and they can ship it to their vendor like other Sears itemsAlso, I had contacted Sears and the vendor several times between august and October last year but sears never confirmed they are going to take the return and always asked me to contact the vendor and the vendor never picked up my call I have never been able to talk to the vendor company Sincerely, [redacted]

September 18, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Eddie [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the delay in receiving her purchased appliance Due to the concerns brought forth in Mr [redacted] complaint, we contacted him on September and were able to confirm with Mr [redacted] that the appliance in questions has since been picked upFor any inconvenience this may cause; we issued a $gift cardWe ask Mr [redacted] to allow 7-business days to arrive via USPSince we were able to confirm with Mr [redacted] that the appliance in question has since been returned, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct - [redacted] I [redacted] @searsch.com

Initial Business Response / [redacted] (1000, 12, 2015/07/18) */ July [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Ms[redacted] complaint regarding non receipt of credit on her canceled order After reviewing Ms[redacted] complaint and our records, we contacted our credit department and were informed that Ms[redacted] order was canceled: however due to a systems glitch, the credit failed to post accordinglyAt this time, a credit in the original amount charged of $was issued back to the original form of paymentWe ask Ms[redacted] to allow 3-business days to post back to her accountSince we were able to provide Ms[redacted] desired resolution, we have closed our files 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/SHC Direct -XXX-XXX-XXXX [redacted] @searsch.com Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/08/05) */ I am still waiting a credit for that the sears representive agreed there should not be delivery because there was not any item delivered Final Business Response / [redacted] (4000, 20, 2015/08/10) */ August [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Ms[redacted] rebuttal to the response we previously sent After reviewing Ms[redacted] response, we were able to determine that the delivery fee of $was credited back to Ms[redacted] on [redacted] 2015, which brings her total credit to the original amount charged of $At this time, we respectfully request this case remain 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/SHC Direct -XXX-XXX-XXXX [redacted] @searsch.com

September 6, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] – Devin [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the pricing of a recent purchase Store Manager Kevin [redacted] provided the following response: The items in question were priced $the day before the Friends and Family event took place on August 14thFor this event, the prices were loaded on our digital signs with the pricing for the Friends and Family discount includedWith this specific promotion, we had multiple signs up throughout the entire department noting that the 15% Friends and Family discount was already applied in the pricing shownMoreover, all of our sales associates were notified of this pricing structure prior to the event We apologize for any misunderstanding Dale, the Assistant Manager who spoke with the Mr***, offered to provide Mr [redacted] with a credit to reflect the lower price advertised previously of $per unitHowever, the consumer is responsible for researching the best price available, not the associate or store, and whether it be a competitor or our own price within days of purchase, we will take care of them by honoring the price match if it falls within the parameters of our Price Match PolicyMr [redacted] was well aware of the pricing s reflected on his receipt when he made the purchase and we told him the 15% was already taken into account, but he chose to proceed anyway As far as the delivery issue is concerned, we requested that the left hand hinge be setup, but there must have been a miscommunicationRegardless, we refunded the delivery fee so he did not pay for the delivery serviceThat said, we appreciate Mr [redacted] patronage and we have added $worth of points to his Shop Your Way rewards accountThese points should be spendable immediately, but will expire within one year of not usedShould Mr [redacted] have any other questions, he may contact me (Kevin) during business hours at ( [redacted] We 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

Complaint: [redacted] I am rejecting this response because: I do not accept this responseWhen this unit was returned to the Sears retail location I was told that the refund could be issued to any form of tender I wishedI was also given an addition $back on my refund for the inconvenience associated with my purchaseAt this point in time, all I request is that I be given back the $on my [redacted] that I was given for the trouble associated with my order prior to Sears recharging my credit card without my authorizationAt this point I have spent countless hours dealing with this issue, I have had to drive back and forth to multiple Sears locations, I have had to load and unload a freezer, but these are not my biggest complaintsMy main complaint is that me and my wife were expecting a baby when I was dealing with the executive teamI informed them that I had been refunded twice, they were not even aware of itI informed them that I authorized my [redacted] to be recharged but not my [redacted] I was then informed that they would be recharging my [redacted] I emailed and indicated that this was not acceptable as it would over withdraw my bank accountDespite this no type of alternative solution was offered by SearsMy daughter was born on 02/09/and I had a negative balance in my bank accountI did not even have the money to take her to her first pediatrician appointmentSears managed to take what should have been a day of happiness for me and turn it in to a week of unnecessary stressI explained to my case worker that I had a baby due as well as the details outlined aboveIn addition to this I requested to speak to the manager of my case worker on 02/08/I was told that they would contact me on 02/12/I never received a call from a manager and continued to follow up and then was finally told on 02/19/that the case had been assigned to a Revdex.com worker To summarize, I am requesting for the $that was given to me for my inconvenience to be put back on to my [redacted] Sincerely, [redacted] ***

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his allegations of damages caused to his home by a water heater purchased at SearsAs clarification, this has been turned over to our third party claims administrator, [redacted] [redacted] claim number is [redacted] and his adjuster is [redacted] ***, who may be reached during business hours at ( [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted] IndustriesIt was our understanding that the representative handling the issue from [redacted] Industries, [redacted] , has asked that [redacted] return the water heater so that it may be examined to verify the source of the issue and they are willing to pay for return shippingHowever, so far, [redacted] has declined to cooperateRegardless, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] 's actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issuesIn this case, [redacted] would need to contact [redacted] regarding any further questions or concerns he may have with his claim [redacted] may be reached during business hours at ( [redacted] As ***d above, although we empathize with [redacted] frustrations, we are not in a position to assist him per [redacted] 's protocolWe 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]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorPer the terms and conditions of the Master Protection Agreement that covers [redacted] refrigerator, we have approved the refrigerator’s replacementAll [redacted] needs to do is go to her local Sears and select a new fridgeI have identified that Sears item # [redacted] as a comparable replacement for [redacted] current refrigeratorSears will cover delivery of the new unit and haul away of the old unitIt is our understanding that [redacted] from our local service unit has given [redacted] the contact number for our service contracts office so he can discuss his request for food loss reimbursement Since we have abided by the terms and conditions of the MPA, 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]

June 30, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in the order we found that Sears Online had already processed a refund $back to her [redacted] account on June 27, 2016, for the first orderAdditionally, another adjustment of $was credited for the same order today June 30, Ms [redacted] should see these credits post to her account within to business daysIn the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

January 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her allegation that she was charged on two separate credit cards for the same purchase We apologize for the delay in responding to this complaintWe researched and confirmed that due to a system glitch, Ms [redacted] was charged $on her [redacted] card ending in [redacted] and $on her debit card ending in on the same receiptWe forwarded this matter to the Kmart Store Manager to process the $credit and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to complete the transactionIn the interim, should Ms [redacted] have any questions, she may contact me directly at [redacted] 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]

(The consumer indicated he/she DID NOT accept the response from the business.) I would like to state that my washing machine has had the bearings changed twice and the mother board changed twiceWhy does this count as only two repairs? Also what does "Unable to verify a problem mean?" It it now October 5th , I have been going to the laundry since AugustI received a check today from Sears For What is that forNow where do I go? Do I just buy a new one and forget about the washing machine including the two more year coverage? I am totally discouragedAny incite on this would be most gratefully appreciatedI have to buy a new machine soonI cannot keep going to the laundryThank you

[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a purchase made at the Sears Outlet [redacted] , manager of the Sears Outlet in Wichita, provided the following response:After receiving and reviewing [redacted] complaint, I left him a voice mail requesting a return callWhen [redacted] returned my call he informed me that when he returned his washer/dryer he had lost some Shop Your Way Reward (SYWR) points I then partnered with [redacted] from our member services office who restored [redacted] points to his accountIt is important to note that those points are good for one yearIf I can be of any further assistance to [redacted] I invite him to contact me at [redacted] Since we have restored [redacted] SYWR points, 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 concerns.Sincerely, [redacted] Regulatory Claims SpecialistSears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ Contact Name and Title: [redacted] Contact Email: [redacted] September 4, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding her dissatisfaction that her dishwasher was delivered damaged Upon receiving Ms***'s complaint, we escalated her concerns to [redacted] , Service Recovery SpecialistMs[redacted] spoke with Ms [redacted] and discussed her concernsShe agreed to give Ms [redacted] free installation and set up an exchange dishwasher which is to be delivered September 8, That being said, because we are in the process of providing Ms [redacted] with her requested resolution, we respectfully request this case be closed 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 Complaints Specialist XXX-XXX-XXXX [redacted] @searshc.com