Sears Holdings Corporation

March 24, size="3"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated his concerns to [redacted] ***, Auto Center Manager of unit# [redacted] who states the following: On 07/15/our auto center sold him a set of [redacted] tires for his current vehicle and over the course of the next months, we rebalanced his tires times due to a complaint of vibration In December of we contacted [redacted] to attempt to warranty adjust the tires due to a persistent ride complaint At that time [redacted] offered 25% goodwill adjustment due to the tires being unevenly worn Mr [redacted] was not pleased with that offer and promptly contacted the Revdex.com to file a complaint against Sears Auto Center (Revdex.com Complaint [redacted] ) and requested a new set of tires at no charge We offered a 56% adjustment on his tires, which he accepted On 12/22/we installed a new set of tires on his vehicle and have since rebalanced them more times We have attempted to explain to him that if the vibration was still present with a different set of tires, there is a very reasonable possibility that the vehicle's suspension could be playing a part in his ride disturbance I have contacted [redacted] today, March 23, and we have come to an agreement that he will have his tires replaced elsewhere, return the tires he most recently purchased from us and I will refund him $and at that time we will no longer be responsible for resolving any ride disturbance issues with his vehicleThat being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed 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 Complaints Specialist [redacted]

December 9, 2015Nita [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Amanda R [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] ’s complaint regarding a delay in parts to service her range.Our records show that Ms [redacted] ’s range was repaired on November 21, and a new door assembly was put inThere was a delay in receiving the part needed to complete her repairs from the manufacture, but we were able to replace the door assembly If Ms [redacted] is still in need of assistance she can contact me directly at [redacted] Since it is our understanding that the repairs have addressed the issues she was having with the range we have closed our case.We apologize to Ms [redacted] 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

Sears Holdings Corporation DBA A&E Factory Service, LLC..Sears called and left voicemail on a Friday around noon to advise technician will be onsite between 2pm-4pmLeft work early to find a note on the door, Sorry we missed you 1:20pmCalled Sears and they advised me that I misheard the appointment times and I informed them it was on a voicemail that this was an error on their partUnable to resolve, next appointment weeks out, so no stove for another weeks if they don't lie againWorst customer service I've seen especially against tough customer service competition like [redacted] and [redacted] Representative stated tech would come back by before 10pmnothing..Requested manager on duty to call next business day, nothing just apologiesIts no wonder they are on the verge of Bankruptcy, probably should put more emphasis on customers since they pay the billsWorld wide web opens doors for competition and big name companies like Sears using A&E Factory Service, LLC as a front for shady operationsCant wait to see another vacant Sears building

Complaint: [redacted] I am rejecting this response because: Sincerely, George [redacted] Business contacted me offering to send ANOTHER technician to my home to complete work originally scheduled which I refused First of all, I was pre-charged for deck leveling service which was never performed Secondly, Sears website specifically states that blade sharpening is a provided service (which Sears no longer performs) Isn't this advertising? Should not some penalty be invoked?? Why should I trust Sears to perform the prepaid work this time (third time if I agree to another visit)? Does Sears contribute to the Clinton Foundation so that they are not liable for fraud? How can the Revdex.com allow this type of fraud to continue without some penalty? Where is consumer protection when we need it? I truly hope to receive answers to my questions!

Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Yolene [redacted] class="InsideAddress"> Dear Ms [redacted] : We have completed our investigation of Ms***’s complaint regarding warranty coverage for her cracked cook top It is not unusual to have a cooktop crack or shatter while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail In Ms***’s case it is apparent that there was what is called “Pan Transfer” this is where the customer is using a pan that is either wet or has staining on the bottom due to ageThe picture provided by our service technician shows a white residue that is larger than the burnerThis shows that the pan used on that burner was larger than the burner which is not following the manufactures recommendation in her owner’s manualWhen there is a residue on a pan it will transfer to the cook top as the burner is heating up, this residue prevents the heat of the burner from dissipating since the process of heating the pan is prevented by the residue causing the cooktop itself to heat up and crackThis can happen over time or quickly depending on the pan and the amount of residue on the cooktop Unfortunately this is not covered under the manufacture warranty or the extended Master protection agreement she purchased eitherBoth warranties state that repairs due to customer misuse are not coveredOnce the cooktop is repaired at Ms***’s cost the master protection agreement will continue to cover any mechanical defectsIf Ms [redacted] fells that the Master Protection Agreement holds no value for her she need only contact our benefits department directly at 1-800-827-and we will be happy to cancel and refund her for that agreementSince we have address Ms***’s complaint and why the repairs needed for the cook top are not covered under her warranty we have closed our case We apologize to Ms***’s 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 Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[redacted] @searshc.com

April 18, class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding a battery purchased from one of our auto centers We have received [redacted] complaint and apologize that the battery he purchased has failed We escalated [redacted] complaint to [redacted] Auto Center Manager of unit# *** [redacted] contacted [redacted] and found that the battery had tested as “failed” and asked him to come back to the auto center so that the battery can be replaced to which he agreed That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed 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 Complaints Specialist [redacted]

Complaint: [redacted] I am rejecting this response because: Of course Sears doesn't have record of a manager telling me to lie to [redacted] , they didn't even bother to ask what store I was speaking withI do have email documentation of an online support specialist recommending that I lie to [redacted] in order to replace the parts for free Documentation I could share if Sears showed interest or concern in such an issue Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/09/02) */ September 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that the technician did not service the dryer properly and this led to additional problems with dryer Upon receipt of Ms [redacted] complaint we reached out to [redacted] District Service Manager for Unit 8175, to assist with Ms [redacted] concernsHe investigated and confirmed that after multiple repair attempts our technicians were not able to repair the dryerOn August 27, our technician reported that the unit was non repairable due to electrical damage and Mr[redacted] approved the authorization for the replacementOn September 2, we contacted Ms [redacted] and provided her the authorization information for the replacement dryerIn the interim, since it was our understanding in speaking to Ms [redacted] that the replacement dryer is a resolution that met with Ms [redacted] approval, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com

We started the process of ordering a LG washer and dryer from Sears in Cn Rapids on May 29thHaving ordered electric by mistake we called to change our order to gasThe wrong dryer was deliveredNot only once but TWICE And TWICE we took off work to wait for this wrong dryer!! It is now June and through many MANY phone calls, visits to the store, emails - we called Sears today only to find out that the order has been CANCELLED!!!! And they have no idea why this happened - NOR are they in any way sincerely apologetic OR helpfulAll we got was "we are sorry and can't explain this"ARE YOU KIDDING ME???? Thankfully [redacted] has the item in stock at a lower priceMy family has been a long time Sears shopper and we will NEVER shop with Sears againAnd thanks to social media - I will be certain to let everyone I know what a horrible experience this has been

August 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Josie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding the problem she encountered when she attempted to return the lawn mower after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms [redacted] purchased the stroller on June 30, 2016, and attempted to return it on August 5, 2016, she was clearly over the 30-day “hassle-free” return period However, after the Kmart hassle-free 30-day return/exchange period has expired, the stroller is covered by the manufacturer’s one-year warrantySince Ms [redacted] stated that the stroller would not work, then she should contact the manufacturer, Summer Infant USA at (***) ***- [redacted] to file a claim or visit https://www.summerinfant.com/consumer-relations/warranties-returns for additional detailsWith that being said, since we have addressed the issue brought forth in Ms***’s complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com

February 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dishwasher Unfortunately, it appears that [redacted] chan**d the shade of this color slightly due to issues it was having with the finishThere is nothing we or [redacted] may do to provide Ms [redacted] with the old panel nowWe do not find [redacted] request to receive a full credit while being allowed to keep the fully functional item to be reasonableHowever, we are willing to provide Ms [redacted] with a 40% off of what she paid for the dishwasher to keep the item as it is as a courtesyShould Ms [redacted] wish to accept, she may contact me via email during business hours at [redacted] 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]

July 8, [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 dissatisfaction that he was charged a restocking fee for the return of his refrigerator Upon receipt of Mr [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with Mr [redacted] concernMr [redacted] investigated and discovered that Mr [redacted] contacted our delivery customer service on May 28, and requested to return the refrigerator because he was dissatisfied with the finishThe associate offered Mr [redacted] a $refund to keep the refrigerator in an attempt to save the saleMr [redacted] declined the offerThe associate then offered to exchange with another model and would apply the $discount towards the purchaseMr [redacted] accepted the offer and selected a [redacted] model instead of the KenmoreWhen Mr [redacted] was provided the expected delivery date, he changed his mind and decided to continue with the returnSince there was nothing wrong with the delivered refrigerator, and there was no mention of any such issues relayed to delivery customer service, Mr [redacted] was charged a 15% restocking fee as listed on his receiptAs clarification, the copy of the receipt that Mr [redacted] was provided states “The following items may be subject to a cancellation/ restocking fee if returned: item [redacted] On June 30, Mr [redacted] contacted our Customer Solutions team regarding the same issue and was offered $worth of Shop Your Reward PointsMr [redacted] accepted the offer and the points were applied to his accountWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

January 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her recent order We have spoken with Ms [redacted] and she indicated that she has returned the merchandise to her local store location for a refundAs a gesture of goodwill, we offered to add $worth of points to Ms [redacted] account and she acceptedIn light of the aforementioned information, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here

Sears Auto Center Shops At Friendly Center [redacted] · (336) [redacted] Greensboro, NC This email is regarding the above notes Sears Auto Center (the "Auto Center") in which I took my [redacted] 4Runner for a scheduled tire rotation on July 15, As it was time to rotate the tires on my vehicleThis service cost me $including the new tires, maintenance protection plan and road hazard that I purchasedI will first note that I have been servicing my vehicle at this particular Auto Center since and I had nothing but positive experiences - until latelyI will also note that the change in my experience at the Auto Center appears to have been facilitated by a change in management at this Auto CenterAfter my tire rotation, I inspected my vehicle to ensure that everything looked appropriateAs all looked well, and the service advisor ensured me that the tire rotation was handled appropriately, I drove my car back to work and then homeThe next day when I drove the vehicle, I immediately realized that something was wrongRather than driving smoothly, my steering wheel began to shake violently and I had little control over my vehicleI spoke with Tina at Sears Auto Center and she said it sounds like my tires are cupped due to not rotating my tires at proper intervalsI was concerned as there is no way that the issue could be accurately diagnosed via a telephone call and I was even more concerned as the Sears representative did not feel that it was enough of an emergency to get my vehicle analyzed asapTo my dismay, when I brought my vehicle into the Auto Center, it was diagnosed as having three missing lug nuts - days after it was initially servicedWhile the manager admitted fault and offered me a free oil change to resolve the situation, given the gravity of the events, I believe that more needs to be done to rectify this situationThankfully, I was able to avoid suffering any bodily harm; however, that is due purely to sheer luck and divine interventionThe Auto Center did not act properly in this situation and it led to a safety issue as a result of multiple lug nuts coming off my tires after a simple tire rotationI believe that I should have been offered a credit for the maintenance plan as a partial refund on the tires and maintenance plan that I purchasedSpecifically, I believe it is fair for me to receive a refund on the labor charges, especially considering that the job was not done properly the first timeIn short, I have a loyal customer for years and I would like to remain a loyal customer; however, I am very concerned about the quality of work that is being performed at this Auto CenterI am more than happy to speak in more detail about this matterPlease feel free to reach me at [redacted] Thanks!

December 2, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: Anthony M [redacted] - # 10955433Dear Ms [redacted] ,We have not completed the investigation of Mr [redacted] ’s complaint regarding his refrigerator.Mr [redacted] is currently scheduled to have a technician install parts that were ordered on December 4, Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter We are confident that the repairs will resolve the issues with Mr [redacted] ’s refrigerator, but we ask that this case remain open, pending the completion of Mr [redacted] ’s repair Thank you for your patience.Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matterSincerely, Melissa [redacted] Regulatory Complaints Specialist

December 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # 10987047- Cathy [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her refrigerator Store Manager Christopher [redacted] provided the following response: We spoke with Ms [redacted] and offered to provide her with $to keep the refrigerator as is or we would send her a new refrigerator at no additional costMs [redacted] wanted the $credit, which was processed todayShould Ms [redacted] have any further issues, she may contact me (Christopher) during business hours at [redacted] 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, Tammie Shurbet Regulatory Complaint Specialist Sears Holdings Corporation

May 19, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and the amount of the refund he received for his sears.com order.It is unfortunate that we failed [redacted] expectations when he recently placed an order with SearsWe 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 Upon receipt of this complaint, we revealed that [redacted] was assisted by Executive Member Services in February and at that time he was offered a Shop Your Way Rewards points credit of $to reimburse the tax amount missing from his refund and apologize for his experience [redacted] accepted this offer and indicated that it met with his approval We feel that our resolution exceeds what would be considered commensurate to the circumstances of [redacted] complaint, and for this reason we can only reiterate that we truly regret any inconvenience he 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 [redacted] comments and an equitable 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] ***

I purchased tires online 2/4, the website said they would be delivered to the store on 2/I set an appointment for 2/14, called on 2/and my tires never made to the storeThe store gave me the website customer service lineAfter speaking to a rep who was very short with me, she explained they would be in no later than 2/I never received an email or a call from the store telling me that my tires were deliveredOn 2/I called again, after a minute phone call I found out my tires were on back order for daysThis was one of the worst experiences I have ever had with a companyIf you have a product is out of stock, have your website reflect thatThe least you could do is contact your customer to let them know that something they just purchased is on back order for months Finally after one month I got my money backWhat a waste of time

[redacted] I am rejecting this response because I have not yet received the compensation As soon as I do, I will gladly close this matter and thank Sears for settling this issueI would've been happy to close this matter prior to receiving the compensation, if it were not for the fact that this issue has been on-going since 9/25/16; and there were numerous times where Sears said they were going to call me and resolve this, and this didn't happen Therefore, I am reluctant to close this prematurely Sincerely, [redacted]

Contact Name and Title: MELISSA [redacted] September 24, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Takescha [redacted] - # Dear Ms [redacted] : We have completed our investigation Ms [redacted] 's complaint regarding her dissatisfaction with A&E Factory Service First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms [redacted] 's concerns to the appropriate management team for further review Since receiving Ms [redacted] 's complaint, we have confirmed with the repair unit that Ms [redacted] no longer requires any service from A&E Factory ServiceAdditionally, Ms [redacted] 's account has been noted to not send a bill for the service call, 42025658, on September 3, With that said, since we documented Ms [redacted] 's concerns with the repair process and noted her account to forgive the $she did not pay, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist