Sears Holdings Corporation

Complaint: [redacted] I am rejecting this response because: It was not a call taker that quoted me the priceI called the local Sear Hhome Repair directly at [redacted] They put me on hold and spoke with a repair tech/manager (or so they said) then quoted me the price and said I could book onlineIt was with that quote that I then booked onlineI never spoke with a scheduler or call taker on the main [redacted] number, so the script referenced is irrelevantAnd while the confirmation email referenced a trip charge, I only made the appointment based on the quote provided by SearsThis was either a mistake or an intentional mis-quote, but either way I should not be responsible for the action it led to - booking a repair appointment with an incorrect understanding of the price based upon information provided by Sears Sincerely, [redacted]

December 22, [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 dishwasher We want to note that it is standard procedure for a manufacturer to have an alleged defect verified prior to fulfilling the terms of a warrantyFurthermore, Mr [redacted] manufacturer’s warranty does note that the consumer will pay labor after the first yearHowever, we have sent the part Mr [redacted] noted to his home free of charge as a onetime courtesyThe estimated arrival date is December 27, As such, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] [redacted]

May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his tractor We have spoken with Mr [redacted] and he has been provided with a resolution that he indicated was satisfactoryIn light of the aforementioned information, we respectfully ask that this matter be considered 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

January 9, [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 her dishwasher 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 dishwasher After reviewing the notes in Ms [redacted] service orders, District Service Manager [redacted] authorized a replacement under Ms [redacted] Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current dishwasher, it was determined that $would provide her with a comparable replacement under her MPA Mr [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, ( [redacted] , to verify the replacement authorization The new dishwasher will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer’s warranty until its expiration on June 19, 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

Initial Business Response / [redacted] (1000, 10, 2015/07/21) */ July 21, [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 with the charges for his lawn mower repair It is unfortunate that we failed Mr [redacted] expectations when he recently requested a repair from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedUnless our customer pre-approved a repair amount, it is our policy to provide an estimate before any repair work is completedFor this reason, our CarCustomer Service Manager spoke with Mr [redacted] on July 20, 2015, and informed him that he would not be charged for the repairMr [redacted] indicated that he accepted this resolution and would return to pick up his lawn mowerAt this time, we can only reiterate that we truly regret any inconvenience he may have experiencedWe respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and the requested resolution has been provided 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) the lawnmower broke again it is in the same condition like when I took it the first timeSo I took it back to the store againI don't how many more times I'm going to have to take it back to the store until they give me another one Final Business Response / [redacted] (4000, 14, 2015/08/06) */ August 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr [redacted] rebuttal regarding his dissatisfaction with the continued failure of his lawn mower It is Sears' goal to provide quality merchandise and services, and we are always concerned when something does not meet our customers' expectationsThe reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any productThis can be especially true in the case of lawn mowers, since many issues that a customer may experience with lawn and garden equipment are caused by the way the item is used or something the customer has neglected to do in regard to maintenanceManufacturers typically cover the cost of repairs that become necessary within the first one to two yearsHowever, they offer replacement only in the instance that an item cannot be repairedIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageWhile we empathize with Mr [redacted] situation, he did not purchase additional coverage and his lawn mower does not qualify for replacement under the aforementioned manufacturer's warrantyAdditionally, we are unable to offer a refund or exchange because his purchase has exceeded our stated 30-day return periodWith that having been said, our records indicate that Mr [redacted] returned his lawn mower for service and we revealed that the carburetor would also need to be replacedOur technician completed this repair and confirmed that Mr [redacted] lawn mower was operating to the manufacturer's specifications afterwardMr [redacted] has been notified that his lawn mower is ready for pick upWe would again like to apologize for any inconvenience Mr [redacted] may have experiencedSince we have provided services appropriate and relative to the terms of the manufacturer's warranty for Mr [redacted] lawn mower, we have closed our file regarding this matter 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 XXX-XXX-XXXX XXX-XXX-XXXX ExtXXXXX

December 10, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Ronald ***Dear Ms [redacted] :We have completed the investigation of Mr***’s complaint regarding a battery purchased from one of our auto centers.We have reviewed Mr***’s complaint and apologize that he is having concerns with his battery We reached out to Jim [redacted] , District Service Manager Mr [redacted] states that Mr [redacted] came to the auto center on November 23, and the battery was tested and shows that it is holding a charge Because the unit is testing as “good,” no concession is needed While we understand that Mr [redacted] is requesting a new battery, the fact remains that the battery tests fine and no replacement is therefore needed That being said, because we have addressed Mr***’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

Very DissatisfiedI placed on order online before noon on Feb 4th and paid $for next day deliveryI placed and order for a refrigerator start device and needed it as soon as possible The only confirmation that I had to know I had even placed the order was by the fact I printed the order confirmation and my bank was drafted the total amountI received no confirmation from Sears that my order was being processedI had to call the times to be told that my order still had not been process5pm on the day I need the part I am being told it has not even been processedDon’t pay for next day delivery it’s not a guaranteeDon’t expect an email cause that sure won’t happen because it is “system generated”After being told to wait until 9pm to see if my order arrived (1st call), disconnected on ( 2nd call) and then told my order had not even been processed (3rd call) I will never be ordering from Sears online again

January 21, [redacted] class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the delay in receiving her replacement refrigerator It is unfortunate that we failed Ms [redacted] expectations when she recently received was approved for a replacement refrigeratorWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly Upon receiving Ms [redacted] complaint, we reviewed the notes in our delivery system Unfortunately, the delivery was rescheduled because the refrigerator that Ms [redacted] selected was a special order item and the manufacturer, Samsung, was unable to fill the order as anticipated With that said, our records show that the delivery was completed on January 19, As a conciliatory gesture for the delivery delay, even though the delay was through no fault of Sears, we have processed a six-month extension to Ms [redacted] Master Protection Agreement; the coverage now expires on February 20, Since we have completed the delivery of Ms [redacted] refrigerator, albeit later than expected, and provided her with the aforementioned compensation, we ask that this matter be closed We sincerely apologize for any inconvenience we may have caused Ms*** Sincerely, [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 7, 2015/07/02) */ 02 July 2015 [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed investigation of Mr. [redacted] ' complaint regarding the... mattress set that he purchased January of 2014. As clarification, Sears' return policy for mattresses when this purchase was made was 60 days and within that time a consumer would have had the option to request a one-time comfort exchange or a refund. Once that time frame has passed [redacted] refund is no longer an option and in order to receive an exchange a mattress must qualify under the terms of the manufacturer's warranty for a replacement. There is a specific method in making a determination of warranty coverage and the consumer is responsible for presenting documentation (photographs and measuring methods) that supports any claim. When our customers contact us for a warranty exchange, we present instructions regarding photographing the mattress and bedframe, in writing, via email or regular mail. In Mr. [redacted] ' case, our records show that he called in [redacted] 2015 requesting an exchange due to threading. Mr. [redacted] was informed that this was cosmetic damage and is not covered under the mattress warranty. Customer service informed him that since he is outside of the Sears return window, he had the option of submitting a warranty exchange request. An email was sent to Mr. [redacted] on 28 [redacted] 2015 requesting pictures of the mattress in question. To date, we have yet to receive any pictures from Mr. [redacted] . At this time, we ask Mr. [redacted] to send the required information by responding to the email our warranty department. If he is requiring additional assistance with his warranty exchange request, he may contact our warranty department at X-XXX-XXX-XXXX. Since we provide Mr. [redacted] a direct phone number for further assistance once we receive the required information for his warranty exchange request, we have closed our files. 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 Direct Line XXX-XXX-XXXX [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint is about box springs I purchased, not a mattress. Even now, after over 6 months of communicating with them, Sears cannot get the information straight. I did send pictures of the box springs multiple times with no results, and at this point will never call Sears again. I spent hours upon hours on the phone with Sears trying to resolve this simple problem, and my only conclusion can be that Sears is deliberately ignoring their customers' concerns. If Sears wants to remedy this customer service failure, they have my phone number and address and can send me a full refund for the box springs (not the mattress). Final Business Response / [redacted] (4000, 11, 2015/07/17) */ 17 July 2015 [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL XXXXX Re: [redacted] Dear Ms. [redacted] We have completed investigation of Mr. [redacted] ' rebuttal to the response we previously sent. After reviewing Mr. [redacted] ' response, we called our mattress department and were informed that the box spring was the product that was in question, and we apologize for this. It is our understanding the Mr. [redacted] called outside the Sears return window requesting a discount due to alleged threading issues. His request was denied and warranty exchange instructions sent to him. At this time, our decision remains the same, as he is outside of the return window, he may contact our warranty department at X-XXX-XXX-XXXX and have a claim processed. At this time, we respectfully request this case remain 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 Direct Line XXX-XXX-XXXX [redacted] @searshc.com

[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] ’ complaint regarding her refrigeratorThe refrigerator noted in [redacted] ’ complaint was covered by a one year manufacturer’s warranty until it expired on April 5, Notes from her case with our Customer Solutions Department indicate that [redacted] was told that her refrigerator was covered by a year sealed system warrantyThis information was incorrect and was inadvertently given to [redacted] That said, in order to assist [redacted] , as a gesture of good faith I provide her with a one year Service Smart Agreement (SSA) to protect her refrigerator until November 2, I emergency ordered the needed parts to repair [redacted] refrigerator We placed [redacted] on the emergency service list and we were able to repair her refrigerator on Saturday, November 7, At this time, since we have noted the actions to assist [redacted] , 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]

February 4, 0in 0pt" class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding incorrect parts received for his generator We have received Mr [redacted] complaint and apologize that the incorrect parts were received when trying to repair his generator We would like to note that Mr [redacted] has been in contact with [redacted] ***s in our Executive Member Support team Ms [redacted] has agreed to refund Mr [redacted] $under salescheck# [redacted] The check will be received within 7-business days to the address listed on this complaint That being said, because Ms [redacted] has provided Mr [redacted] with an agreed upon resolution, 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, [redacted] Regulatory Complaints Specialist [redacted]

August 17, 'serif'"> Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Kelly [redacted] [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding an order that was charged twice Upon receiving Ms [redacted] complaint, we escalated his concerns to Diane [redacted] , Store General Manager for unit# 2134, who states the following: I spoke with customer today and resolved the matterShe informed me she never contacted the store but rather she tried to dispute the charge with her credit card company but they refused because she signed for both transactionsI was able to locate both transactions and sent her a mail bank check for today, August 5, The salescheck number is That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to MsZielinski 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

Complaint: [redacted] I am rejecting this response because: 1) Sears has not proven the power washed was used less than five hours2) they continue to maintain they will not replace the power washer yet two other options to solve the problem were offered in the original complain and again the last response, options which Sears has yet to acknowledge Sincerely, [redacted]

November 11, [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** [redacted] We have been unable to complete the investigation of [redacted] ’s complaint regarding repairs for her double oven.On receipt of [redacted] complaint we show service was completed on October 20, The thermal cutoff was replaced at no charge to [redacted] We tried to contact [redacted] but have not heard back from her to confirm if the oven is working correctly at this timeWe can confirm she has not contacted the service department since the repairs of October 20, It is important to note that although [redacted] , who is the manufacture of her [redacted] double oven, does have some models with a potential issue with the thermal cut off we have no records of issue with her specific modelWe would also like to point out that according to [redacted] ’s complaint it appears that this may have been the first time after two years of ownership that she had done the self-cleaning cycleIf this is true we want to stress the importance of doing the self-cleaning cycle on a regular basis Waiting years can lead to multiple issues due to food spillage build up causing repairs that would normally not be needed if the self-cleaning cycle is performed at a more often interval like every three monthsWe would also like to remind [redacted] of the importance of reading the owner’s manual for the self-cleaning cycle and assure she is cleaning the oven per the owner’s manual before running the self-cleaning cycleWith that being said, if [redacted] is still in need of assistance she can contact me directly at [redacted] In the interim we will consider [redacted] ’s case closed, pending his response.We apologize to [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 concernsSincerely, [redacted]

(The consumer indicated he/she ACCEPTED the response from the business.) Mr. Steven [redacted] from Sears responded to our complaint very professionally and courteously. He completely handled the problem. He provided us with a letter to complete the exchange and then took the trouble to call us... after a day or so to make sure the exchange had been satisfactory. I thank Sears for handling this complaint and especially Mr. ***.

November 10, 0in 0pt" class="InsideAddressName">Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Gina [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers We have received Ms [redacted] complaint and apologize that her window button was damaged during a visit to one of our auto centers Vernon [redacted] , Jr., Auto Center Coach for unit# has spoken with Ms [redacted] and agreed to repair the button That being said, because we have agreed upon a resolution with Ms [redacted] , we respectfully request this complaint be 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. [redacted] Chicago, IL 60611 align="left"> Re: Wade [redacted] # [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] ’s complaint regarding a Craftsman garden tractor purchased from Sears. Due to the concerns noted in Mr. [redacted] ’s complaint, the decision was made to make an exception to Sears return policy and allow the unit to be returned for a refund. The store manager will be reaching out to Mr. [redacted] to discuss returning the unit and the refund process. Since we have noted our intent to return Mr. [redacted] ’s tractor, we ask that 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam [redacted] @searshc.com

Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # [redacted] - Rachael C [redacted] Dear Ms [redacted] We have been unable to contact MsTorres’ regarding her complaint on her Kenmore washerWe have been able to research her issue even though we have not been able to discuss our finding with her Ms [redacted] voice mail has been full therefore we haven’t been able to leave a message regarding our findingsOur research shows that Ms [redacted] purchased her washer on September 3, and purchased a Master Protection Agreement for coverage until October 11, During this time we have had one service requestOn September 23, Ms [redacted] contacted Sears stating she had an error code on LE on her washerOn September 26, or service technician found that a Rotor bolt had come off the motorThis was repaired that same dayWe have no records of other service request for this washer nor did our service technician indicate there was anything else wrong with the washer in when he was at the homeMs [redacted] is now outside the manufacture warranty for four (4) years and almost ten (10) months since her MPA expiredWith no past record showing an ongoing issue any repairs would be Ms [redacted] responsibilitySince we have explained why we will not be honoring Ms [redacted] request to replace her washer we have closed our caseWe apologize to Ms [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 concernsSincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com

April 13, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Duct CleaningSpecifically, [redacted] is claiming she purchased a two-year warranty on her blower/motor cleaningPrior to receiving [redacted] complaint from your agency, we addressed her concerns through the [redacted] We investigated the matter and responded to the [redacted] accordingly The [redacted] subsequently closed the case in February of Although the response we provided was not the resolution [redacted] requested, the [redacted] felt that we addressed her concerns fairly and that our decision was commensurate to the circumstances Therefore, we will provide your agency with the same information we provided the [redacted] of [redacted] Upon receiving [redacted] complaint, we contacted Ikea [redacted] with Sears Duct Cleaning for assistance [redacted] confirmed that [redacted] was not sold a two-year warranty as such a warranty is not available for sale through Sears Duct Cleaning Furthermore, she pointed out that the confusion may lie with the invoice Upon initial examination of the invoice, it appears that “yr” is noted next to the words blower/motor; however, when the invoice was enlarged, it became clear that the notation is actually an x followed by the initials *** We have included that portion of the invoice; enlarged, so that the details are clearer The same x and initials are located again on the invoice, but about an inch below the first x and initials We apologize for any confusion that [redacted] may have experienced, but the charges on the invoice are solely for the cleaning provided and not an additional warrantyWith that said, as a one-time customer courtesy, [redacted] offered to schedule [redacted] a second duct cleaning at no charge If [redacted] were to accept this offer, she would have had to schedule an appointment with [redacted] by March 3, 2016; otherwise, the offer would become null and void [redacted] did not schedule a subsequent appointment, so no further accommodations will be forthcoming With that said, since we have confirmed that [redacted] was not sold a warranty and explained the notations on her invoice, we ask that this matter be closedWe appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist Enclosure

May 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction that his dishwasher failed sooner than he expected and his allegation that he should be reimbursed under his state’s implied warranty lawAs clarification [redacted] purchased his dishwasher on September 16, and the manufacturer’s one year warranty expired on September 18, Our records indicate that [redacted] did not report any issues with the dishwasher until November 17, 2015; three years after the original purchase date [redacted] requested service because his dishwasher was leaking and our technician found that the pump needed to be replaced [redacted] approved the estimate and the repair was completed on November 20, [redacted] called again on December 21, and reported that the engine (motor) had burntSince Sears has a 90-day service guarantee, we scheduled for the technician to return and assess the dishwasher at no additional chargeOn December 24, our technician found that the control panel and a wire harness was the problem; not related to the initial leak issue or pump replacement completed in November Our technician provided [redacted] an estimate for the repair, which he declinedEven though the issue was not related to initial repair, we did not charge [redacted] a service trip fee for the return visitOn January 12, we received a letter from [redacted] requesting a refund of the service completed on November 20, and also partial reimbursement for the dishwasherWe contacted [redacted] and informed him that his request for partial reimbursement of the dishwasher was deniedSince we sold him a dishwasher that he used for over three years without any issues, then he does not qualify for any concession under his state’s Warranty of Merchantability and FitnessWe also informed him that his request for a refund on the service was denied since the leak issue he reported was repaired with the pump replacementHowever, in order to appease [redacted] , we offered him a $reimbursement on the service and he declined the offerSince we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]