Sears Holdings Corporation

years ago we purchased an expensive Kenmore Elite washer/dryer setWe thought we were getting a great deal from our local Sears store during one of their Memorial Day promotionsWe opted to not to have delivery and installation and chose to do so ourselvesFirst load of clothes, the washer would not drain the water, I had to take all of the wet clothes out and then washer would drainTried multiple times, but would not drain with clothes in the washerWe then went to our local store and asked for a replacement modelThey could not provide one since this particular model was now on backorder and would take weeks to come inAfter a bit of negoations, the manager was willing to give us a more expensive set (on sale for $1800) for the same price we paid for the others ($1200)Great deal, right, we were happy and had a gorgeous new set of washer/dryer even better than the ones we orginally picked outModel number 79**SSN [redacted] (Kenmore Elite 29478) Fast forward yearsThe washing machine is broken, the washplate at the bottom of the drum has detachedThe first repair technician comes out and charges $to tell me that he can not attach the washplate, the bolt that holds it on to the clutch assembly has sheared in half, and the entire clutch assembly will have to be replacedWe decide, after shopping around for other sets, to have this one repaired Contated Sears/Kenmore customer service to order the clutch assemblyThe part number that we were given was on backorder and would not be delivered for weeksAfter a quick online investigation, we discovered the part that we needed had been discontinued by the manufacturer and had been replaced with a new part (one that was vastly cheaper than the rare discontinued part on backorder)We contacted customer service and agreed to order the part and they scheduled a service technician to return to install it a week later Day of repair, the technician returns and acts surprised that he is there to intall the part because it is supposed to be a hour job with technicians and he was only scheduled by Sears to be here for minutesHe agrees to look at it and thinks maybe he can get it done within an hourAfter minutes of trying to remove a nut from the bottom of the drum with a high impact wrench, he tells me he cannot put the new part on because he can't get the old part offHe said he is not authorized to cut through the nut because he risks damaging the drum, but that if we could cut it off in the meantime, he would come back and install the part days later, my husband was able to cut through the nutWe contacted customer service and asked them to send the repair technician back out, and also informed them that since this part had to be cut off, we would like them to make sure that have a replacement for the nut as it is essential for the new part to be put onWe were informed by customer service that they have no way of knowing what parts they have with them since their technicians are contractors, and that there is no way to inform them of what part they need before they arrive, but that if it is just a common nut, then they would probably have one on the truckOur new appointment is scheduled a week later Day of repair, technician does not show during the hour windowContact customer service and they informed us that the technician called in sick and someone should have called us(No one did) Re-scheduled for another week later (earliest available) Day of repair, technician does not show up during the hour windowContacted technician directly, he says he is not coming out that day because he will need to order the nut that we cut offMy husband tells him that we tried to inform them of that weeks ago when we made the appointment and that during this time they could have ordered and had the part delivered by thenThe technician then tells him that he will not come out at all now because of my husbands "attitude"Contacted Sears/Kenmore customer service and they tried to contact the technician's manager but no one will answer We have also been in touch with Kenmore customer service about the fact that a bolt sheared in half, if it is possible that this is a manufacturer defectAfter multiple phone calls and transfers to different departments, a customer service manager (Casey) agrees that, yes, judging from what I am telling him, something must be wrong and that I should contact LG the company who manufactered the particular appliance for KenmoreAfter multiple calls to LG, who transfered me back to Kenmore, who transfered me back to LG, no one will take responsibility for the washer to even determine if is defectiveLG claims that it was manufactered under the Kenmore name and Kenmore are responsible for it, and Kenmore claims that it is just a brand name and that the manufacturer (LG) is responsible for this issueI even, hours later, and ended up back where I started with the same customer service manager (Casey) who now changed his story, and said it must have been something I had done to it Contacted the repair solutions team (Nov11th, weeks later) and was finally able to have the $call out fee refunded so I can find a local repair service to fix my washing machine (after speaking to at least different Sears representatives in different departments over the last weeks, Oleta, was the only one that did not reduce me to tears out of frustration and actually apologized and offered at least some small solution.) At this time, every local repair man has quoted a price that is as much as purchasing a new washing machineSo we are now having to shop, out of pocket, for new appliances, when Kenmore should be fixing my current machine, or paying to help me acquire a new one We have also since purchased a home warranty to cover our home and attached guest house because of the number of appliances we own (most of them, Kenmore Elite) to protect us from having to deal with this in the futureWe will no longer purchase from Kenmore or Sears again

August 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] –Eric [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a recent transaction In the interest of member satisfaction, we have issued $worth of points to Mr [redacted] accountWe apologize for any misunderstandingThat said, since we have granted Mr [redacted] request, we have closed our file Again, 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] @searshc.com

November 25, 2015 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with... our customer service and non-receipt of her Sears layaway order.It is unfortunate that we failed [redacted] expectations when she recently used Sears’ layaway services. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, on November 23, 2015, we issued 3 separate refunds in the amounts of $104.64, $104.64, and $104.62 to [redacted] ***’ [redacted] account. On the same date, we issued a fourth refund amount of $104.64 to the debit card she used on the order. However, we did not refund the remaining amount of $10.64 because our records show this amount was for the Just Kidz R/C Flip Over Vehicle, which was entered separately from [redacted] layaway order. The tracking information for this item shows that it was delivered to [redacted] on November 12, 2015. As an apology for this issue we would like to offer [redacted] a discount of 50% (up to $150.00) off her next Sears or Kmart online order. This credit can be issued immediately for a direct order, but if [redacted] chooses to place a layaway order we will not be able to apply the credit until all payments have been completed. If [redacted] would like to accept our offer, she may contact Regulatory Complaint Specialist [redacted] within thirty days from the date of this letter. If [redacted] would prefer to place a new order first, she may do so and send her new order confirmation to [redacted] to have the credit applied. At this time, we can only reiterate that we truly regret any inconvenience [redacted] may have experienced. We hope that in the future she will allow us the opportunity to provide her with an example that better represents the type of customer service that we have built our reputation upon, but we would understand if this is not possible. Since we have documented [redacted] comments and proposed an equitable resolution, we respectfully ask to have this matter closed pending her response.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] ***

(The consumer indicated he/she DID NOT accept the response from the business.) This is past the close of business on 10-2-15 and I have NOT been credited as promised. I have been dealing with this company and their lies of credits for what products I never received. They have VERY poor customer service and computer systems to validate what they have charged and what they have credited customers. This was their mistakes and they have yet to take ownership or have a sincere apology.

March 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his request to receive replacement tires at no cost As clarification, there are many factors such as terrain, weather, vehicle type and maintenance, type of driving (stop and go vshighway), acceleration and braking habits which can affect the life of any tire; therefore, making tires last longer for one customer than they might for another While all of these factors affect the longevity of a tire, a lack of proper vehicle maintenance may be the most common cause of irregular and premature tire wear It is for this reason that we may ask our customers whether they may have purchased tire rotations, alignment and repairs elsewhere when our technicians have noted uneven or excessive wear but we are unable to find such maintenance records within our own systems [redacted] seems to suggest that his tires are defective However, the uneven wear he describes, and the wear we found during our evaluation of his vehicle is indicative of a poor or incorrect alignment It is important to note that only one of his tires measured 4/4/2/32, meaning it was not 2/inches across the entire tread depth As such even this tire does not meet the guidelines of the Limited Tire Warranty [redacted] quotes in his complaint, which specifically states that “Tread life means the period from purchase until there is 2/inch or less tread depth remaining on the tire, as measured across the entire width of the tread.” Furthermore, the “Exclusions” of this warranty explain that it cannot be applied to tire damage such as “Uneven or rapid wear caused by mechanical irregularity in the vehicle (e.g., wheel misalignment, defective brakes or shock absorbers) or operation in excess of tire/wheel manufacturers’ specifications and recommendations.” Our records indicate that we informed [redacted] that his vehicle was out of alignment on May 29, 2014, November 15, 2014, July 26, 2015, August 19, 2015, and October 10, 2015, but he declined alignment services each time [redacted] returned with other mechanical repairs we suggested completed and we issued a prorated credit toward new tires on solely as a goodwill gesture on August 19, 2015, but he again declined to purchase an alignment For this reason, our manager informed [redacted] that we would be unable to make such exceptions in the future if he again returned with uneven or excessive wear caused by the misalignment of his vehicle While we empathize with [redacted] situation, we stand by this decision and we are unable to honor [redacted] request to have his tires replaced without charge At this time, we can only reiterate that we regret any inconvenience [redacted] may have experienced and assure him that his comments have been documented Since we have provided a response relative and appropriate to the terms of the warranties for the tires [redacted] purchased, we have closed our file regarding this matter 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 [redacted] ***

Have been without a refrigerator for soon be a month with no help yet Home warranty must not mean much Will never buy from Sears again

October 20, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her refrigerator and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator After reviewing the notes in our service system, our office authorized a replacement under Ms [redacted] ’s Master Protection Agreement (MPA) Based upon the features of Ms [redacted] ’s current refrigerator, it was determined that $1,would provide her with a comparable replacement under her MPA An email was sent to Ms [redacted] on October 20, 2016, explaining the replacement process and she received a call from the Kristin Jones with As stated in the email, Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her Ms [redacted] will need to provide the telephone number on record, ###-###-####, to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 8, With that said, since we are providing Ms [redacted] with an equitable resolution, 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

I have a [redacted] elite refrigerator and have had 12 visits and my unit is not fixed, in fact it is unplugged since tech recommendation was to do so. I have had multiple parts replaced with no resolution. My extended warranty is no help since they will not honor the lemon clause, horrible product and horrible customer service

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] class="InsideAddress"> Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his refrigerator We apologize that Mr [redacted] refrigerator failed to meet his expectations of longevity 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 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 In Mr [redacted] case he purchased his refrigerator on May 25, 2015, and the full manufacture warranty expired a year later on May 25, He does still have an exceptional parts warranty in effect on the sealed system for years and on the compressor only for an additional years (total years)Our records show there was one repair services done under the manufacture warranty on January 23, 2016, for the fan making noise and an error code indicating the refrigerator had not gone into a defrostBy our records it has been six (6) months since the last service call and we show Mr [redacted] is now outside his manufacture warranty To expect Sears to bear the repair expense associated with a product that is out of warranty 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 repairsUnder the circumstances, we are willing to have a technician come out to the house to diagnose the unit at no cost to Mr [redacted] , it should be noted that the offer of a service call at no charge is more than other companies would offer, and one on which we will standMr [redacted] need only contact me directly at [redacted] or via email at [redacted] and I will set up the diagnostic service call at no chargeIt will then be up to Mr [redacted] to decide if he wants Sears to complete whatever repairs are found to be necessary with the understanding that the cost of the repairs will be his responsibilityIn the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file We apologize to Mr [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

March 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding replacement of his washer Upon receipt of [redacted] complaint, we found that his washer was replaced under the terms and conditions of his Service Smart Agreement and the new washer was delivered on January 29, Since we have replaced [redacted] washer we have closed our case We apologize to [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

December 14, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Scott ***Dear Ms [redacted] ,We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with our customer service and our store’s alleged failure to fulfill his online order.It is unfortunate that we failed Mr***’s expectations when he recently placed an order for pick up from his local Sears StoreWe value Mr***’s patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Carlos ***, Manager for Sears Store number 1380, attempted to reach Mr [redacted] by telephone on December 9, 2015, and by email on December 10th to invite him to call or return to the store to receive his refund Mr [redacted] has not yet replied Until we have the opportunity to speak with Mr***, we can only reiterate that we truly regret any inconvenience he may have experienced If Mr [redacted] still needs assistance we ask that he reply to Mr [redacted] at [redacted] or by email within fifteen business days from the date of this letter We respectfully ask to have this matter closed pending Mr***’s response, since we have noted his comments and notified the appropriate partiesWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to mePlease have [redacted] at searshc.com send me the $Sears gift card to my home address: [redacted] Thank you for your help Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/07/14) */ July 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Mrs [redacted] We have completed our investigation of Ms[redacted] complaint regarding her lawn tractor We confirmed the purchase date for Ms[redacted] lawn tractor through [redacted] and they have it listed as June 15, Since the tractor has a full two year manufacturer's warranty, our service records have been adjustedHowever, the technician may ask to see Ms[redacted] lease to prove her purchase/warrantyWe would suggest that Ms [redacted] contact our service department at (800) [redacted] to setup an appointment if she needs a repair We apologize to Ms [redacted] 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 [redacted] @searshc.com (XXX) XXX-XXXX

December 22, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order It is unfortunate that we failed [redacted] expectations as we value his patronageAfter researching the online order we found that he had previously been in contact with Executive Member Support, Sears’ escalated complaint departmentEMS confirmed that the order had been cancelled on December 14, 2015, and advised that the credit would post to his account within to business daysOn December 16, 2016, a refund of $was completed under return receipt number [redacted] The Executive Member Support team offered a 20% discount on [redacted] next purchase which he acceptedWe apologize again for any inconvenience [redacted] may have experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter 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 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - [redacted] J [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s complaint regarding the availability of service for a needed repair of his water heater In regard to the delay Mr [redacted] experienced receiving installation for his water heater, unfortunately, we do have times where the demand for service/installation outweighs the technicians on hand and we are aware of how frustrating this can be for our customersIn this case, it seems there was an issue with the contractor covering Mr [redacted] ’s areaIn such a case, we usually would have the consumer make their own installation arrangements and reimburse them up to our cost for installation However, considering Mr [redacted] ’s situation, we took the extra steps to find a contractor willing to travel to his area and we paid the extra fees involvedRegrettably, it took some time to find this contractor, but Mr [redacted] ’s water heater was installed on January 11, As a courtesy, we have purchased an additional year of coverage for Mr [redacted] ’s water heater on his behalfThe coverage expires January 12, and should receive a certificate of ownership in the mail within 4-weeksThe coverage is already active in our service databaseWe are always looking for ways to improve on customer service and in closing, we would like to assure Mr [redacted] that his candid feedback has been forwarded to the appropriate parties 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] [redacted] @searshc.com ( [redacted]

July 25, 0pt" class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator We have received [redacted] complaint and apologize that the repair is taking longer than anticipated Repair was scheduled for July 11, to allow for the parts needed to repair the refrigerator to come in 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]

My dryer was not working, so I scheduled an appointment with Sears Appliance Repair Services They were two hours late, were rude, and misdiagnosed the problem The technician told me the dryer did not have any electricity from the outlet, and I needed to get an electrician to fix the problem I called an electrician, and he told me the power was perfect (- volts) at the dryer I had to pay the Sears technician $and the electrician $158, and my dryer still doesn't work Also, the technician was rude and didn't feel it necessary to apologize He blamed his tardiness on having too many customers on the schedule

November 7, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Alice [redacted] - # [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the customer service she received at her local Kmart It is unfortunate that we failed to meet Ms [redacted] ’s expectations in regard to the customer service she received during her recent visit to her local KmartWe value Ms [redacted] ’s patronage, but we can understand how the series of events noted in her complaint may have exacerbated her frustrationsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to District Manager Robert [redacted] for review It is our understanding that Ms [redacted] was contacted by Store Manager Beth [redacted] regarding her concerns and that she was satisfied with the outcome We hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Kmart has built its reputation upon and strives to provide to each of our customers In the interim, we have noted Ms [redacted] ’s candid feedback, and we would like to assure her that we have taken her concerns very seriously; the associates that Ms [redacted] mentioned in her complaint have received the appropriate coaching in regard to customer service and our policies regarding service dogs With that said, 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

I purchased a sealy mattress from sears at a cost of $two years agoone year ago my wife spill TEA which naturally made a stainThe mattress now is like sleeping on just a sheet with no supportI filed a claim,then I discovered any stain voids the warranty.What i'm suggesting is don't just go by what thier rep.tells you, get the info before you buyWhen you call their customer service don't expect to be treated kind

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Murray [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorSears Home Services records indicate that a technician was dispatched to Mr [redacted] home on November 1, Notes from the service call indicate that the technician found that the defrost drain plug required adjustmentThe freezer was defrosted and upon leaving the home the freezer draw was closing as designedSince the repairs have been completed, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com