Sears Holdings Corporation

July 25, Nita [redacted] Revdex.com North Wabash Ave, Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Tao [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mr***’s complaint regarding his recent online order that was cancelled and his request for a refund [redacted] for Unit 6577, has provided the following response: We have attempted to contact Mr [redacted] by telephone, but have not been able to speak with himI have left a message with my contact information on July 15th at approximately 9:08am and again at 10:51am, asking for a return call to discuss his issue further; however, Mr [redacted] has not yet respondedAnother message was left on July 16th at 6:45pmUntil we have an opportunity to discuss this matter with him, we are unable to work toward a resolution If Mr [redacted] still requires assistance, he is welcome to contact me at (713) 984-We ask to have this matter closed in the interim, pending Mr***’s responseWe apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the multiple repairs of his washer.Upon receiving [redacted] complaint, we have reviewed his service history and can understand why he was frustrated with his experience Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present This is usually not discovered until the customer has a chance to let the item run for awhile Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur At this time, [redacted] washer has been repaired and it appears to be working to specifications As an apology for any inconvenience that [redacted] may have incurred, we have processed a $gift card which will be received in 7-business days to the address listed on this complaint As for [redacted] request for reimbursement for time off from work, Sears does not compensate for lost wages so we are unable to accommodate Since [redacted] washer has been repaired in accordance to the terms of his service contract and an equitable resolution was provided, we ask to have this matter 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]

November 11, [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have not fully completed our investigation of [redacted] complaint regarding his service experience.We apologize for the delay in responding to this complaintOn receipt of [redacted] complaint our Carescalations manager contacted [redacted] and requested he bring the mower in for service [redacted] at first refused to comply insisting on a replacementWe informed [redacted] that at this point he did not qualify as we had not deemed the mower non-repairable [redacted] recently dropped off his mower for repairs and at this time we are waiting for its arrival to the repair centerOnce it has arrived we will access the mower and inform him of the outcomeIn the interim, should [redacted] have any questions, he may contact the unit directly at [redacted] .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, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/07/28) */ July 28, [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 dissatisfaction that her laundry unit failed sooner than expected We apologize that Ms [redacted] laundry unit failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumerAs with all things mechanical, there is always the possibility of failureSears' goal is to provide quality merchandise to our customers and we are always concerned when something purchased from us failsManufacturers cannot anticipate or predict the life expectancy of any given partSears' goal is to provide quality merchandise to our customers and we are always concerned when something purchased from us fails After reviewing Ms[redacted] compliant and our files, we contacted her on July and were informed that the merchandise in question was picked up on July In addition, the store manager provided her a check to cover the plumber feesWe ask Ms [redacted] to allow 7-business to arrive via USPSWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation on but understand if this is not possibleAt this time, 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

[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding repairs to his garden tractor [redacted] has confirmed that he has received all the needed parts to complete repairs to his tractorSears Home Services will dispatch a technician to the [redacted] home on November 6, I have asked [redacted] to contact me once the repairs have been completedAt this time, this letter shall serve as an update to [redacted] complaintWe 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]

[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 the purchase of a refrigerator from the Albany Sears Outlet [redacted] General Manager of the Albany Sears Outlet provided the following response: After reading and reviewing Ms [redacted] concerns, I contacted her to discuss her concernsIt was agreed that Sears Outlet would honor the sale price noted in the complaintWe have agreed to meet at 11:45am on Friday, January 27, If Ms [redacted] has any additional questions or concerns I invite her to contact me at [redacted] Since we have noted our intent to honor last week’s sale price, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] E [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding Sears Home Services and repairs to her washer [redacted] , Sears Home Services Support Specialist provided the following response: It is unfortunate that we failed Ms***'s expectations when she called Sears for service on her washerWe value Ms***'s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs to Ms***'s washer were completed on October 16, Moving forward, if I can be of any additional assistance to Ms***, she can contact me at [redacted] ext***Since we have noted the completion of the repairs to Ms***'s washer, we respectfully request that this complaint 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 Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com

November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding several recent orders In regard to order number [redacted] , it seems there was an inventory errorwe strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.comWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be available to ship Should we discover that we do not have enough stock to fill all the orders that have been placed, as happened in [redacted] case, we have no other recourse than to cancel the sale since the merchandise is no longer available When this happens, an email is automatically generated to inform our customers about their orders We can only apologize that [redacted] never apparently received this communicationAs far as the other two orders are concerned, our site is setup to prevent consumers living in Hawaii from ordering these types of items because they cannot be shipped thereUpon review, we were able to determine that a system error allowed [redacted] to place his order when he should not have been able to do soThe issue has since been resolvedIt is unfortunate that [redacted] has experienced these issues with his ordersWe strive to fulfill all of our orders as accurately and efficiently as possibleHowever, with thousands of orders being placed daily, the possibility for error existsWe want to let [redacted] know that we appreciate his patronage and as a gesture of our gratitude, we are willing to provide him with a 25% discount off another order placed through Sears or a gift card for $If [redacted] wishes to accept either offer, I may be reached via email during business hours at [redacted] 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]

Sears.com Order # [redacted] Sales check # [redacted] January 26th, To Whom it may concern; I am writing in regards to a recent transaction with your company in which customer service was unacceptableOn 1/20/we made the purchase of a treadmill at Sears.com for $989.59, of which $was for delivery and set-up The delivery was set for 01/25/4-6:pm After waiting for hours, I received a phone call from the delivery person who informed me he had over deliveries for that day and normally has about He said my delivery would be very late in which I didn’t mind at all, but he was saying it was too much and said he asked his supervisor if he could deliver it the next morning 1/26/ I really wanted my delivery but felt bad for the guy so agreed to the 1/26/7-9:am delivery I called the phone number in which a recording said based on my phone number linked to an account it would be delivered 1/26/7-9:am, so it was clearly confirmed I waited until 10:am and called, after being transferred around, they informed me that it was in the computer for a Saturday delivery, and said that I was the one who rescheduled it This is far from the truth, and I am extremely upset Not only did my order not get delivered, I wasted two days waiting for it, but the woman I spoke to was not willing to do anything to help To make it worse she told me you don’t even have that product available I asked how it was available yesterday when the delivery guy was so busy Apparently it was all a lie as well My husband called to see what was going on and why I was getting such a run around and he got the same thing, so we cancelled the orderI will be filing this complaint with the Revdex.com and othersSincerely, Carina ***

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ June 10, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] We have completed our investigation of Ms***'s complaint regarding the state of service on her refrigerator After reviewing the service history and discussing the issue with Ms***, we authorized her for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new refrigerator, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms***'s approval, we have closed our file We apologize to Ms [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] L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com

(The consumer indicated he/she ACCEPTED the response from the business.) I understand completely that sometimes life happens and commitments must be brokenUnfortunately the entire process was one excuse after another and the only time anyone called was the technician at pm to cancelThe mere concept that I would accept a measly $discount after I lost $in wage from having to take half a day off for nada just to reschedule an appointment with a company who has a track record of NOT meeting appointments is maddeningThe odds of me accepting such a trite compensation is about as high as me offering SEARS $to send a representative to my house for an apology and them accepting...so in other words 0% Please close this case as the very next day I called a local company who was able to come out the very same day within a hour windowGuess what...THEY HONORED THIER PROMISE!!Contact me directly if you would like the company's name and number to get some business A technician showed up and diagnosed the issue, ordered the part on the spot and scheduled a install date days later all for $less service charge than SEARS charges TO SEARS I say thank you and buh bye

November 15, [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 dissatisfaction that the dishwasher failed too soon and the problems she encountered when she requested a replacement It is unfortunate that we failed Ms [redacted] expectations when she recently purchased a new dishwasherWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [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 Ms [redacted] and offered to assist with the exchange of the dishwasherDue to the delay and customer service received, Ms [redacted] requested to return for a refund instead of an exchangeWe reached out to Shaw [redacted] and Kathy [redacted] Customer Service Representatives with Installation, to assist with Ms [redacted] request to return the dishwasherOn November 8, Ms [redacted] advised Ms [redacted] that our installation contractor was notified and she would be contacted for scheduling to uninstall the dishwasherMs [redacted] will receive a refund for the dishwasher within business days after the unit is returnedIn the interim, since in speaking with Ms [redacted] the return is a resolution that met with her approval, we have closed our file 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]

Complaint: [redacted] I am rejecting this response because: The response is incorrect and illogicalI hired Sears to do a job which was not completed as agreed upon by BOTH partiesI hired Sears to reface my cabinets, install drawers into an existing island, shorten the height of the island and SHORTEN the countertop on the island (not EXTEND the countertop, please get your facts straight) Sears said they could perform all of these services and would do so professionally If Sears could not perform these services they should not have committed to the jobWhy didn't the salesman or installers tell me the drawers wouldn't work? If I was speaking with "professionals," as Sears advertises they are, then they should have advised me that this could not be doneIf someone would have said it could not be done I would not have hired sears to do the job for $14KIt is illogical for you to say that it is my fault the drawers do not workI hired YOU to do the job which was not completed as agreed uponIt is now months since you installed the drawers and we are still going back and forthDo what is right and refund me for the cost of installing the drawers as well as for me to be able to hire a Professional to fix it Sincerely, Juan [redacted]

November 10, Roman"> Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Marie [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that her oil was not replaced correctly which caused damage to her vehicle Due to the nature of Ms [redacted] concerns, we opened a claim with [redacted] our third-party claims adjusterIf Ms [redacted] has any questions regarding her claim, she can contact [redacted] ***, her claims examiner, at [redacted] and reference claim number [redacted] As clarification, 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 our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] actions; their decision on any claim is final In the interim, since Ms [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

Revdex.com: I will accept the full refund of the extended warranty ty I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 11, 2015/10/08) */ October 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr[redacted] complaint regarding his lawn tractor We apologize for the delay in responding to this complaintWe are currently in discussion with Mr [redacted] on the issues he has had and addressing optionsMr [redacted] has been provided with my direct contact informationWe are committed to providing a fair and equitable resolution and ask to be allowed days to complete our discussion and provide Mr [redacted] time to review and decide on what actions he would like to take 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com

August 23, 2016 0pt" class="InsideAddressName">Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – Chris [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] ’s complaint regarding his recent visit to one of our auto centers. Upon receiving Mr. [redacted] ’s complaint, we escalated his concerns to Marcos [redacted] , Auto Center Manager of unit# [redacted] who has attempted to reach Mr. [redacted] several times but has not been able to speak with him. We would like to offer Mr. [redacted] a full refund per his request. Mr. [redacted] can either call the auto center or come to the auto center and his monies will be refunded. That being said, because we have addressed Mr. [redacted] ’s complaint, 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

Sears has established a pattern with providing me (and I’m sure other Veterans, as well) with conflicting, incorrect information regarding Military Veterans receiving a 20% discount for tool purchases placed online at Sears.com and I am absolutely sick of it! Further more, I have proof of this inconsistency and am providing it here on this open forum for any and all Military Veterans to see how Sears will treat them, as wellI would strongly suggest for any and all Military Veterans to look elsewhere for retailers that have a 1000% clear, concise, established and all-hands understood Military Veteran discount policySears is NOT the same store that our fathers and grandfathers shopped at for their trusted toolsBuyer Beware!! On May 18, 2016, I placed an online order inside a local Sears store (store #***) for a woodworking tool in which a manager in the tool department verified my valid [redacted] veteran identification cardThe order number was # [redacted] The “seller” of this tool was Woodcraft Supply, which is a “3rd Party Seller” for that particular woodworking tool who sells it on Sears.comLong story short, during the process of and after me completing the purchase inside the store, I spent the next several hours that evening and carried over into the following morning for another several hours on the phone with managers of Sears Member Services department who handle online purchase issuesTheir telephone number is (800) [redacted] Initially, I was advised by a Sears Member Services manager that a manager inside the store could adjust the price and provide me with the [redacted] discountThe store tool department’s manager (store #***) did make an attempt while I stood thereUltimately, he advised me that this is a very common issue and that Sears Corporate Office is and has been very much aware of this, but that he was unable to complete the discount because my purchase was from a “3rd Party Seller” and that his computer system inside the store wouldn’t allow itHowever, he suggested that if the tool were sold by Sears on Sears.com, that the computer system would allow him to make the adjustmentThis inadvertently made me a little suspicious, however I made the purchase anywaysSo as previously mentioned, I spent the next several hours that evening that carried into the following morning on the phone with a couple of different managers of the Sears Member Services department that handles online purchase issues and after being told that my [redacted] discount could not be applied to items sold on Sears.com by a “3rd Party Seller,” I’d had enough and ultimately ended up advising them that I wanted to cancel my orderMy argument was simply that Sears offers a 20% discount to Military Veterans for tool purchases - periodThis can be referenced and/or verified at several websites, such as: www[redacted] .com, or even better yet, on Sear’s own website: http:// [redacted] or https:// [redacted] The simple fact that Sears (on their own proprietary website) sells a tool from a “3rd Party Seller” is not my problem as the veteranI ultimately purchased a tool that was sold by Sears on their website - periodWhat’s even more amazing is that – to date – no one from Sears has EVER provided me (and I’m willing to bet any other Veteran) this apparent Military Discount “exception” policyInterestingly enough, on May 21, at 10:AM, I received an email from Pam M of the Sears Customer Services who advised me of the following (which has been copied and pasted into this forum): Dear [redacted] , Thank you for your order with sears.com! I sincerely apologize you were provided with incorrect information in regard to our Military discountIn regard to Order [redacted] , a credit in the amount of $was issued to your account today This credit was issued because you were provided with incorrect information in regards to our Military discountThis credit should be viewable by your financial institution within hours If you have any questions, please contact your financial institution after that period to verify receipt of the credit to your account Please note, your financial institution may have processing guidelines for posting credits that may impact the time it takes for the credit to be reflected in your balanceThank you, Pam M Sears Member Services …and several days later, my account reflected the refund of the aforementioned $Then, on May 23, 2016, at 8:PM, I received a second email from Kimble of the Sears Customer Services who advised me of the following (which has been copied and pasted into this forum): Dear [redacted] , Thank you for shopping at Sears.com! We are following up on your inquiry regarding Order # ~ [redacted] As per our records, we see that you had requested for order cancellation since the [redacted] discount wasn't appliedNow we see that the discount has been appliedIf your inquiry was resolved then no response is necessary, otherwise please let us know if you still want to return the items to assist you furtherIf you have any comments or questions, please chat with us now for assistanceThank you, Kimble Sears Member Services 1-800- [redacted] I found this follemail quite interesting given the fact that I was going to cancel my order, but then miraculously my 20% [redacted] discount was appliedSo, I decided it might be in my best interest to keep this email to use as a reference for any future online purchases at Sears.comOn October 12, at 4:PM, I called Sears Member Services at (800) [redacted] and spoke with Dylan (Badge# ***), who assisted me with placing an order for a tool that I wanted to purchase on Sears.comThe order number was # [redacted] The “seller” of this tool was Grizzly Industrial, Inc., which is (once again) a “3rd Party Seller” for that particular tool who sells it on Sears.comDuring the transaction, Dylan advised me that (once again) a [redacted] discount could not be applied to an item sold on Sears.com by a “3rd Party Seller.” I then advised and provided Dylan with the details of my previous order in May and respectfully suggested that he essentially verify this in my account history on his computer system, which he didAfter reading through the history, Dylan then suggested to me that once the order was completed, he would have to submit a request to the Customer Member Services online purchase back office for approval of my [redacted] discount adjustment which should take approximately 24-hours to go throughDylan indicated that he would be attaching the following to the submitted request: 1.) My previous order number (# [redacted] ) from May which established that I made a purchase on Sears.com inside a local Sears store (#***) from a “3rd Party Seller” after a Sears store manager confirmed my valid [redacted] veteran identification card2.) The email reply on May 21, 2016, from Sears Member Services manager Pam M indicating that my [redacted] discount had been previously applied after the factOn October 15, I called Sears Member Services at (800) [redacted] and spoke with a manager inquiring about the status of my [redacted] discount being adjusted and refunded to me for order # [redacted] I can’t remember the name of the lady that I spoke with, however during our conversation she reassured me that our conversation was being recordedOver the course of the next approximate minutes, she indicated that my request was denied because I was not authorized a [redacted] discount for purchasing a “3rd Party Seller” tool at Sears.comShe further suggested an extremely confusing explanation that regarding the first referenced order in May that, essentially my [redacted] discount was adjusted after I had received incorrect information and that I was not always guaranteed a [redacted] discount on purchasesI expressed that this in no way made any kind of sense, because if that were the case, then why would my [redacted] discount adjustment be authorized after the fact regarding my May orderI don’t doubt and would certainly like to think that Sears will do everything in its power to make this incident right and once again provide me with a [redacted] discount adjustmentBut, that’s not the true underlying issue! Whomever on the Sears management team that reads this and acts on it, do the right thing and figure out how to make sure the Military Discount policy is clear, concise, established and understood by EVERY single Sears team memberAdditionally and more importantly, make the necessary technical computer corrections for verified Military Discount adjustments to be made at the lowest level – which is the Sears check-out cashier team member

[redacted] [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent purchase According to our records, arrangements were made by the local store to re-place the order on March [redacted] using the same gift cardsDelivery is currently scheduled for March [redacted] ***We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closedAgain, 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]

November 15, Nita [redacted] class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Brad [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dishwasher and his request for a refund of the dishwasher and protection agreement First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his dishwasherWhile we empathize with Mr***, we are unable to honor his request for a refund of his dishwasher; the Master Protection Agreement (MPA) can be canceled and a refund issued, but the refund would be pro-rated As to Mr [redacted] dishwasher, he purchased the unit on June 23, 2012, over four years ago Since Sears’ Return Policy only allows for a refund or an exchange within the first thirty days, now that more than four years have passed, we feel that Mr [redacted] request for a refund is unreasonable As to Mr [redacted] claiming that he qualified for a replacement in 2015, we reviewed his service history and found the following On January 2, 2015, under service order 41932856, a Sears technician completed a maintenance check, which is not a qualifying repair Under service order 42092470, completed June 19, 2015, the technician installed an interface On July 7, 2015, under service order 42178972, a new control board was installed The last service call completed in was not a dishwasher repair; the technician advised Mr [redacted] that his drain hose needed to be looped In 2015, Mr [redacted] had two qualifying repairs Although we understand that Mr [redacted] is frustrated and feels that his dishwasher has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Mr [redacted] has only had one qualifying repair in 2016, and two qualifying repairs in Since we have explained why neither a refund nor a replacement is currently an option for Mr***, and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist