Sears Holdings Corporation

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] class="InsideAddress"> Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding repairs for her power washer We understand that Ms [redacted] is upset that she has had to have service once a year since she has owned the power washerOur research shows that the power washer was purchased in June and we have serviced the power washer once in 2014, and again in Each of these services was on regular yearly maintenance items and was covered under the Repair Protection Agreement (RPA)In the governor spring needed adjustment, in the carburetor needed cleaning and this year the governor spring again needed adjustmentMs [redacted] owner’s manual has extensive instructions regarding the need for regular maintenanceMs [redacted] service agreement is designed to address wear and tear, and to identify and rectify other conditions that might cause future breakdown While the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properlyA power washer is a piece of mechanical equipment with expendable and wearable parts that need inspection, lubrication and repairWe understand that the hose for the power washer was misplaced while in our care for service and we have replaced that hose for Ms [redacted] as well as provided her with a gift card in the amount of $for her inconvenience but since all services have been for regular yearly maintenance she does not qualify for a replacement and we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/07/20) */ Contact Name and Title: [redacted] July 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] - # XXXXXXXX Dear Ms [redacted] We have completed our investigation Ms [redacted] 's complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her icemakerAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms [redacted] 's concerns to the District Service Manager for further reviewOn July 13, 2015, the technician returned to Ms [redacted] 's home to install the parts that were previously orderedMs [redacted] subsequently advised our escalated customer service group, Executive Customer Relations, on July 16, 2015, that the icemaker was working properlyWith that said, since we have repaired Ms [redacted] 's icemaker, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response does not address the issue I reported that my original repair appointment was cancelled and when I called to find out why no one could tell me why, I was transferred to the parts department to validate the receipt of parts, I was told my appointment was NOT cancelled and that the technician would be at my home on the originally scheduled date These are the issues I want addressed I want the root cause of why my original appointment was cancelled do they have an issue with their automated process? Do staff just cancel appointments to expedite other service appointments they think are more important? I am not looking for any type of monetary compensation I just want the business to find the actual issue and fix it so no other customer has to go through what I went through to get their appliance repaired Their above reply does not address this issue nor does it offer any explanationPlease ask the business to supply a root cause and that they have a plan to move forward with a fix Regards, [redacted] Final Business Response / [redacted] (4000, 11, 2015/07/21) */ Contact Name and Title: [redacted] July 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] - # XXXXXXXX Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's rebuttal to our previous response Unfortunately, there are times when a repair will need to be rescheduled; in Ms [redacted] 's case, the notes indicate that the June 23rd appointment was subsequently cancelled because the technician originally scheduled through our Routing Department was not available after all and an alternate technician could not be locatedAlso, there are no notes indicating that Ms [redacted] was called and told that the technician was still coming; the only note shows that Ms [redacted] was called and left a message advising her of the cancellationMs [redacted] was subsequently placed on a sooner service list, but the first available appointment was July 13, Although we empathize with our customers and we try to accommodate our customers with emergency service if possible, our appointments are scheduled on a first come, first serve basisWe have documented that our scheduling process did not meet Ms [redacted] 's expectations and forwarded her valuable feedback to the appropriate departmentWe would like to assure Ms [redacted] that we do take these matters seriously and we do compile this information to determine whether changes are warranted to best meet both our customers' needs and our own business objectivesWe are hopeful that these measures will improve the quality of service we provide to our customersWith that said, since we have documented Ms [redacted] 's follconcerns and it is our understanding that her icemaker is working as expected, we ask to have this matter closed Again, we apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

April 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction that the service of his washer was not completed in a timely manner and the quality of the service providedUpon receipt of [redacted] complaint we reviewed the notes on the case and service order related to the service on his washerAccording to our records, on March 18, our technician assessed [redacted] washer and found a seal had failed and there was water in the pump motor assemblyOur technician ordered the pump motor assembly and scheduled to return on March 28, to install itWhen our technician installed the new pump motor assembly, the washer was still not draining and he contacted our Strategic Technical Assistance Center (STAC) for assistanceAfter voltage testing at different points, it was determined that the control board would need to be replaced as well since it may have shorted due to the water in the original pump motorOur technician ordered the control board and scheduled to return to complete the repair once the control board arrivedSTAC also advised our technician to leave the new pump motor installed until after the new control board is installed; and then confirm that the washer is operationalHe would then reinstall the original used pump and retest the washer, as a process of eliminationAs clarification, it is possible that the washer may need both the pump motor assembly and the control board to operateIf the new pump motor assembly was not needed then it would be returned by our technician and a credit would have been issued for the partHowever, [redacted] called customer service that same day and requested that we assign another technician to return to complete the repair [redacted] called again the next day on March 29, and requested that we expedite the control board and that we provide a sooner service date [redacted] was informed that the part was already in ship process and his request was denied [redacted] called again several hours later and requested to cancel service [redacted] stated that he hired another service provider to complete the repairWe contacted [redacted] and the part ordered was out for delivery, so we cancelled the delivery and it was returned [redacted] was informed that since he had cancelled the service, he would have to return the pump motor assembly in order to receive credit for that partAs [redacted] stated in his complaint, he is returning his used pump motor assembly since the new one is still installed in his washer [redacted] was issued a [redacted] return call tag for the return of the pump motor assemblyAs far as [redacted] request for a full refund including our $non-refundable diagnostic fee is concerned, we did not find that this was warranted, particularly since he cancelled service and did not allow our technician the opportunity to complete the repairOur records indicate that [redacted] prepaid $for the service and will be issued a credit of $upon return of the partsAs this decision is commensurate to the circumstances, 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]

I unfortunately found a "great deal" on a cyber Monday sale at Sears.comI ordered pairs of diamond earrings to be given to our nieces for their first "grown up" Christmas giftThe earrings were supposed to arrive on December 10th; they did notNaturally, I contacted Sears, I was assured that I would be emailed within hours with an updated delivery dateNo email, so this lead to another call to Sears - same story repeated for the next twelve daysNo earrings and it's a very sad Christmas for meWhat was supposed to be a wonderful, remember it forever coming of age gift was quickly replaced with an invitation to go clothes shoppingNow it is past Christmas and still no earrings and another call to SearsI've been told again that I will receive an email within hoursI just want to give my nieces the gifts that Sears has already received payment for!

October 14, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for a washer and dryer he returned to Sears It is unfortunate that we failed Mr [redacted] expectations when he recently returned a washer and dryer to SearsWe value Mr [redacted] 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 averted Additionally, we have reissued the refund of $to Mr [redacted] Sears account ending in *** [redacted] has also been notified of the refund At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and the requested resolution has been provided 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] ***

January 31, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding a recent service call for her washer It is unfortunate that we failed Ms [redacted] expectations when she recently contracted with Sears Duct CleaningWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused her Upon receiving Ms [redacted] complaint, we contacted the local office for assistance On January 31, 2017, [redacted] responded that Ms [redacted] would be provided with her requested refund of $309.00, contingent upon the return of the signed Customer Release Form (CRF) He further added that it is his understanding that Ms [redacted] would be emailing the signed form back later today With that said, since we are providing Ms [redacted] with her requested 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

June 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her grill We apologize that Ms [redacted] grill failed to meet her expectationsMs [redacted] seems to believe that her grill is defectiveThere are no known defects or recalls reported by the manufacturer on Ms [redacted] model according to our recordsThere may be something that applies to another model Ms [redacted] seems to think because of this, all Kenmore branded grills should be includedThat would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific issue that is known to exist on a certain modelTypically, such recalls are limited to the models manufactured during certain time frames and I can be very specific down to the VIN number However, there is no recall present in this instance; we offered to repair the units noted We sell dozens of models of grills every season; the configurations, type of materials used and even the manufacturer can differThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failIn this case, we feel there are external issues, which we will address in the next section While realize Ms [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasonsThe first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and 10, of Ms [redacted] owner's manual are not followedEspecially vital is cleaning the grease tray after each useThe grease and acidic marinades can drip down and cause the material of the grill to corrodeThe second reason is that any damages due to rust are excluded under the terms of Ms [redacted] manufacturer’s warranty except for the limited warranty affecting the burnersFinally, our return policy was only valid for days from the date of purchase and that time period has long since passed since almost a year has passed The cost of the firebox is $and the labor would be approximately $to installAs such, it may be better for Ms [redacted] to consider purchasing a new grillAt this time, we are willing to offer Ms [redacted] a choice of either a 15% discount off of a new grill purchased at Sears or we will waive the labor involved with repairing the issue if Sears technician does the workThe cost of any additional parts will be her responsibilityThe 15% discount would not apply in addition to current sale prices, but not to clearance, closeout, floor model, previously used or outlet merchandiseWe realize Ms [redacted] has been a faithful customer and that is why we are making this offerShould Ms [redacted] decide to accept one of our offers, I can be reached via email at [redacted] during business hoursThis offer is only valid for days from the date of this letter; after that, it will be null and voidOtherwise, since we are unable to provide a replacement or repair free of charge, due to the aforementioned reasons, but we have proposed alternatives as a courtesy, we respectfully ask that this matter be considered closed Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/09/28) */ Contact Name and Title: [redacted] September 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation Mr [redacted] 's complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his mother-in-law's refrigeratorAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr [redacted] 's concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr [redacted] 's complaint, so that future problems can be averted On September 24, 2015, the technician returned to Ms [redacted] home (Mr [redacted] 's mother-in-law) to install a previously ordered partOnce the part was installed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Ms [redacted] may have experienced due to the delay in repairing her refrigeratorAs a conciliatory gesture, our office processed a check request for $(20% of repair cost)The refund request was submitted on September 28, 2015, so Ms [redacted] should receive a check within the next two weeksWith that said, since we have completed the repair to Ms [redacted] refrigerator, albeit later than expected, and documented Mr [redacted] 's concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

October 2, 2015Revdex.comAttn: Nita [redacted] North Wabash Ave., Ste2006Chicago, IL 60611Our File No: 14740880Revdex.com File No: 94571946/Marc [redacted] Via: Revdex.com WebsiteDear Ms [redacted] ,This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr [redacted] Mr [redacted] advised me that since his complaint was filed his issue has been resolved and nothing further is neededMr [redacted] also advised me of the delays he experiencedWe apologize for any inconvenience he may have endured.As no further work is needed, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Mr [redacted] as a customer and appreciate his patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] @searshomepro.com.Sincerely,Liz [redacted] SHIP/HI Regulatory Complaint Specialist cc: Marc [redacted]

March 8, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with non-receipt of an item she ordered from kmart.com and her subsequent request for a refund It is unfortunate that we failed [redacted] expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted We sent an email directly to [redacted] to inform her that we issued a check refund of $to her on February 29, Additionally, [redacted] refunds of $65.69, $65.69, and $were issued on the same date, since the supplier was unable to fulfill [redacted] order At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted [redacted] comments and the appropriate refunds have been provided 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] ***

October 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94570493-Kathleen [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding a quote she was provided for the renewal of her Master Protection Agreement (MPA.) As items age, the likelihood that they will fail increases; therefore, the cost of our service contracts varies dailyWe apologize if Ms [redacted] did not understand thisEven if this was not disclosed to her, we are not required to honor the quote she was given nowAs a courtesy, we are willing to refund $if she decides to renew her contract for the year periodMs [redacted] may send email her new contact number if she wishes to accept and we will process the aforementioned credit, but nothing further will be consideredIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com

August 4, [redacted] 0in 0in 0pt" class="InsideAddress">Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the repair of his mower We have received Mr [redacted] complaint and escalated his concerns to [redacted] Store General Manager of store# [redacted] who contacted Mr [redacted] and agreed to replace the mower per his request That being said, because we have provided 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 matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

October 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the alleged damage that was done to his residence upon the delivery and install of his purchased appliance After reviewing [redacted] complaint and our records, we were able to determine that he was assigned Damage Claim [redacted] , which is currently pendingAs clarification, once the claimant has been assigned a claim number through our third party vendor [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 claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] 's actions; their decision on any claim is finalWe contacted the Operations Manager [redacted] and were informed that they are currently investigating their liability and are in the process in securing a release formIf [redacted] has any questions or concerns, he may contact [redacted] or [redacted] Since [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 Carrier Manager, we have closed our file We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Jaime D [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorMelony ***, Sears Home Services, Customer Advocate provided the following response: Sears Home Services records indicate that repairs to Ms [redacted] ’s refrigerator have been completedWhen the unit was checked yesterday, it was found to be cooling as expectedIt is important to note that we will be refunding Ms [redacted] a total of $in two separate transactionsOne refund is in the amount of $and the other will be in the amount of $The aforementioned refund should post to her American Express card ending in [redacted] within the next 3-business daysIf I can be of any further assistance to Ms [redacted] , I can be reached at ***/ [redacted] Since we have noted our response to Ms [redacted] ’s complaint, we respectfully request 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

November 11, [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding services for his washer.On receipt of [redacted] r we reached out to see if he was still in need of assistance as there was a recent completed repairHe confirmed with me that the service had been completed and the washer was working wellSince we have repaired the washer and [redacted] is no longer in need of assistance 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]

August 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Dianne E [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request for a refund It is unfortunate that we failed Ms [redacted] expectations and we can understand her frustrations with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online indicated there was a delay with receiving gift cardsHowever, the system shows that the replacement Kmart Gift Card has been processed which will be shipped by mailAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the gift card We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation

February 15, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in her order we have decided to process a refund for the boots in questionMs [redacted] account will be credited within to business days from today’s dateFor Ms [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [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

December 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 the pricing of a purchase he wished to make We would like to sincerely apologize to Mr [redacted] for any misunderstandingSadly, the details he provided were not sufficient to provide a conclusive answer as to what the issue may have beenHowever, we want to note that any number of factors may have contributed to him not receiving the discount he felt he was entitled toIf Mr [redacted] can provide a receipt, we will gladly investigate the matter and comment furtherUntil then, we cannot proceedIn 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 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent order According to our records, a credit for $was issued on December 16, Accordingly, the account has been rectifiedWe apologize for the delaySince it seems the refund due to Mr [redacted] has been issued, we respectfully ask that this matter be considered closedAgain, 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 [redacted]

Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Cynthia [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’ complaint regarding the Sears Home Warranty she was mistakenly sold while being covered by a Sears Mater Protection agreement We have confirmed that the Sears Home warranty was cancelled as requested but we also understand that Ms [redacted] has not yet received the full refund of those fundsWe are currently waiting an update from Cross Country Home Services who is the obligor of the Sears Home Services Home and Appliance Warranty ProgramsIn the interim, should Ms [redacted] have any questions, she may contact me 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com