Sears Holdings Corporation

Contact Name and Title: Erica [redacted] Contact Email: Erica[redacted] @searshc.com October 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94572765- Ravi [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding the repair of his refrigerator We have reviewed Mr [redacted] 's service history and our records show that it was determined that he should receive a replacement refrigeratorMr [redacted] has been contacted and delivery of the new unit is scheduled for October 21, That being said, because we are in the process of providing Mr [redacted] with his requested resolution, we respectfully request this complaint be closed 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorMs [redacted] is aware that her refrigerator has been approved for replacement per the terms and conditions of the Master Protection Agreement covering the unitAll Ms [redacted] needs to do is to go to her local Sears store and advise her sales associate that her refrigerator has been approved for replacementSears will cover the delivery and haul away chargesThat said 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] @searshc.com

June 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a billing discrepancy Arrangements were made to pick up Mr [redacted] water heater and a refund for the water heater itself was issued today in the amount of $This credit should reflect within 3-business daysMr [redacted] did not pay for delivery as he had a free delivery promotion applied to his orderWe sincerely apologize to Mr [redacted] for any inconvenience he may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

October 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Melissa [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] 's complaint regarding her weed eater The store has processed a full refund for the weed eater as well as refunded Ms [redacted] the purchase of the weed eater spool she purchased as wellThe refunds will show as two transactions both processed on September 28, One for $and one for $11.34; both refunds will appear on her Master Card ending in If Ms [redacted] is still in need of assistance she can contact the store manager, Frank [redacted] directly at [redacted] Since it is our understanding that the resolution provided was acceptable to Ms [redacted] and we have made her whole in this we have closed our case 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, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa [redacted] @searshc.com

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his dishwasher [redacted] Sears Home Services, District Service Manager provided the following response: On December 27, 2016, I approved the replacement of Mr [redacted] dishwasherAll Mr [redacted] needs to do is go to his local Sears store and advise his sales associate that his dishwasher has been approved for replacementThe sales associate will process the transaction and explain the installation processThat said we have closed our fileWe 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

October 28, 2016 0in 0pt" class="InsideAddressName">Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – Samantha [redacted] Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple repair attempts on her microwave. We have spoken to Ms. [redacted] in reference to her concerns and after reviewing her service history, we can understand why she was frustrated with her 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 a situation like Ms. [redacted] , and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, Ms. [redacted] is scheduled for repair on October 31, 2016. That being said, because we have addressed Ms. [redacted] ’s complaint, 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

November 11, [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding her [redacted] washer We spoke to [redacted] on October 22, and she did confirm the washer was working well at this time [redacted] requested a contact number to call back on as she had a personal family event to attendShe was provided with my direct number of [redacted] As of today we have still not heard back from [redacted] that she still needed assistanceSince we have repaired the washer and according to [redacted] as of October 22, that the washer is working we can only assume she is no longer in need of assistance therefore 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]

The "Sears Home Warranty Plan" is a scamSears is not the reputable company of years agoThey promised me a free maintainence check on my furnace..ButI didn't know it was only for a block of timeSo, I missed thatAlso, I has to call times for a repairman to come to service my washing machineI had to pay $for them to walk in my door, unless I called in an allotted time, then they would waive the $The machine still smells like something is burning I tried to get my free central air conditioning unit checked out but because I am quitting this plan, and it is winter here, there,s is no company to check it out So, after spending, almost $500.00, my washer still is burningAnd because of "their blocks of timing" for free checkups, I believe this is a scam..I have made a decision to make you aware of this, and wonder if they are targeting the elderly

my name is [redacted] I reside at [redacted] in [redacted] ,Florida XXXXX......telephone # XXX-XXX-XXXX my age is years old for years I have kept up my protection agreement on my air condition/ furnace and for every year the callers from sears call to sign me up for the protection agreement and tell me if anything with my air or heat goes wrong I will be covered but none of the sears phone rep's mention anything about rust now i'm being told that sears won't cover any unit that has rusted.....but sears has been repairing that same unit for years why was'nt the unit replaced before it got to bad.......;.I was told that sears did not stand behind their word and would do anything and everything to keep from doing a replacement of my unit and I can't believe they are doing just that.........but this has been going on for months with no heat in sight yet......but I will promise i'm gonna call the [redacted] NEWS TEAM so they can show the world how sears treat older people

Initial Business Response / [redacted] (1000, 10, 2015/06/11) */ June 11, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] -Mary [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding a Why Not Lease It (WNLI) agreement Each step of the WNLI process is explained on our registersOnce the program's details are shown, and the consumer's application has been approved, they are asked "do you want to accept this lease offer including all terms and conditions?" They then have to indicate on the touch pad whether they accept or declineMs [redacted] accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: "once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX." WNLI has confirmed that Ms [redacted] was also provided with a copy of this agreement via emailWe want to make it clear that WNLI is a separate entity and Ms [redacted] agreement is with themWe cannot interfere; she will need to contact WNLI with any further questions regarding her leaseWe did speak with WNLI and they informed us that Ms [redacted] had called on May 9, to make sure that her payment the previous day was the last as she had opted to buy the unitIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) 248- Tammie[redacted]

I have been a lifelong customer of SearsHowever I recently purchased a washer and dryer during a saleDuring this sale rewards points were being incorrectly given out due to a website malfunction so I was toldHowever, initially I was told that sears would honor this even though it was done in errorThen after lots of time spent on the phone I was told they would not honor thisI understand that it was done in error but then be honest about it upfront and state that this would not be honoredDon't lie to the customer and then change your mind because it is going to cost too much moneyIt would have been acceptable to me as long as I was dealt with the truth up front instead of spending lots of my time speaking with people only for the company to change its tuneI will now no longer shop at SearsThis includes Sears brands such as CraftsmanI will buy competitor brands and I suggest other customers do the same

January 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding We made multiple attempts to contact Mr [redacted] and left voicemails and sent emails with our contact informationSince he has not responded, we are unable to resolve Mr [redacted] issue until we have the opportunity to discuss the matter with himHe may me at [redacted] or via email at [redacted] In the interim, we will consider this matter closed, pending his response 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]

July 31, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ... 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her inability to schedule preventative maintenance checks on her washer and dryer before the end of her last year of coverage due to the fact that her previous checks fell later in her coverage year due to delays that were not of her making. We apologize for the previous delays in 2015 that caused Ms. [redacted] current situation. As a courtesy, we gave her 2 complimentary 90 day renewals at no cost to her, one for the washer and one for the dryer, so that he coverage now does not expire until October 17, 2016. In this way she should now be able to schedule a convenient time to have one more preventative maintenance check done on both the washer and the dryer, and she would still have coverage in the event any repairs were identified as necessary during the service call. Since we feel this resolution should resolve Ms. [redacted] issue, 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. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - Amy L Mc [redacted] Dear Ms [redacted] : We have not fully completed our investigation of MsMc [redacted] ’s complaint regarding her refrigerator We apologize for the delay in responding to this complaintMsMc [redacted] confirmed that her refrigerator has not been serviced by a Sears authorized repair technicianWe are currently setting service for a Sears’s service technician to run a full diagnostic on her refrigerator at no cost to MsMc [redacted] for customer satisfaction reasonsOnce we have received the service report we will then determine our next actionsMsMc [redacted] has my direct contact information and is in agreement with this action With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted If MsMc [redacted] ’s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[redacted] @searshc.com

February 15, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Wen [redacted] Dear Ms [redacted] , We have completed the investigation of Mr**’s complaint regarding his recent online order for store pick up that had to be canceled and his request for store credit It is unfortunate if we have failed Mr**’s expectations and we can understand his frustration with the series of events detailed in his complaintAfter forwarding this matter to the Sears Shop Your Way Rewards team, they were able to issue $back to Mr**’s SYWR accountThis credit was completed as a one-time courtesy exceptionShould Mr [redacted] have any questions regarding this matter, he may contact [redacted] In the interim, since we have provided an equitable resolution by honoring his request, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] class="InsideAddress"> [redacted] We have completed our investigation of [redacted] complaint regarding his [redacted] incumbent bike On receipt of [redacted] complaint a complete history of the services was conducted and we found that Sears’s service did consult with the manufacture on multiple occasionsThe manufacture did inform Sears’s service that per the owner’s manual the heart rate monitor at the handles might not have an accurate reading due to individual personal issues like dry or callused hands and the owner’s manual states that a chest strap maybe necessary to use for these individualsWith that information Sears Customer Solutions department ordered a chest strap for [redacted] at no cost to him and had this shipped to him in September This was a $value The replacement processed in November was for customer satisfaction only as the item does not qualify for a replacement under the Master Protection agreement or the manufacture warrantySince an equitable resolution has been provided that is commensurate to the circumstances, we ask to have this matter closed 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]

March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the installation of his dishwasher As clarification, [redacted] selected leave in box delivery and it was free when he made his purchaseWhat is included is just what is described, the contractors will leave the unit in the boxIf installation service is desired, the consumer must scroll down to installation services on the checkout page and it is descried there too exactly what is included and the attached fee is stated as well We apologize for any misunderstanding Unfortunately, it seems that there was a processing error as [redacted] old dishwasher should have been hauled awayIf [redacted] still needs the old dishwasher hauled away, we can make those arrangements and he may contact me via email at [redacted] in order to set that up As far as the connection is concerned, the connections we sell are usable for all brands of dishwashers including [redacted] However, for ***, a little additional work is required and it may that this contractor was not aware of thatWe have taken steps to make sure that he is informedIn the meantime, we have issued a credit to [redacted] account for the connection and the haul away fee as a courtesyThe rebate was applied to [redacted] transaction instantlyWe can send [redacted] a copy of his receipt and an explanation if he requiresIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]

December 17, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding a tent purchased from a Kmart store that broke after its first use.Upon receiving [redacted] complaint, we apologize that her tent failed after only one use Because of this, we have contacted [redacted] and advised that we will refund her the cost of the tent per her request to which she agreed That being said, because we are in the process of providing [redacted] with her requested resolution, we respectfully request this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

July 28, [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 stove District Manager [redacted] provided the following response: I have spoken with Mr [redacted] Arrangements were made to provide him with a unit that featured the down draft venting he wanted in exchangeMr [redacted] indicated that this resolution met with his approvalShould he have any further questions, he may contact me ( [redacted] at ( [redacted] during business hoursIn 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]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: A [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding reimbursement for her vacuumWe have processed a reimbursement check in the amount of $which should be received by Ms [redacted] in the next 10-daysI have spoken with Ms [redacted] and she is aware of the forthcoming checkThat said our file has been 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