Sears Holdings Corporation

[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 refrigeratorIt is unfortunate that we failed Mr [redacted] expectations when he called Sears for service on his refrigerator We value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his service related expectationsWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleOur records indicate that on February 11, a Sears Home Services technician installed a new compressor, condenser and drier into Mr [redacted] refrigeratorThe system was tested and was found to be operating as expectedIf Mr [redacted] still wants to cancel the Master Protection Agreement that covers repairs to his refrigerator until July 1, 2017, he can contact our service contracts office at [redacted] That said 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

February 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our response regarding his allegation that the delivery team damaged his flooring during the delivery of the range and that he has not been contacted since he filed the damage claim We have Mr [redacted] rebuttal and we reached out to the delivery carrier for an update on the damage claimWe received confirmation from the carrier that the property owner has been contacted in regards to the damage claimWe contacted Mr [redacted] and he clarified that he is the tenant, not the property ownerMr [redacted] confirmed that he is no longer involved in the damage claim process and it will be handled by the property owner, Mr [redacted] With that being said, since we have addressed the issue brought forth in Mr [redacted] rebuttal, 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ July 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms[redacted] complaint regarding her recent visit to her local Kmart Store Manager [redacted] provided the following response: We have spoken with Ms[redacted] in regard to this issueMs[redacted] will be visiting the store shortly to get the items she wanted and we will honor the price she sawWe want to apologize to Ms[redacted] and assure her that the issues she mentioned will be addressed although we cannot share any details due to Human Resource regulationsShould Ms[redacted] have any further questions or concerns, I ( [redacted] ) may be reached during business hours at (XXX) XXX-XXXXIn 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

February 12, Roman"> [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 recent visit to one Due to the nature of Mr [redacted] concerns, we opened a claim with [redacted] , our third-party claims adjusterIf Mr [redacted] has any questions regarding his claim, he can contact [redacted] ***, his claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] ’s actions; their decision on any claim is final In the interim, since Mr [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file We apologize to 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]

Complaint: [redacted] I am rejecting this response because: While I am pleased to finally receive a response from Sears, exhoneration from all responsibility based on a well documented lack of Customer Service on a Sears product and the lack of urgency displayed during the period 12/17/until present is simply not or acceptable business practiceThe fact that I did not purchase a warranty for this unit that came with the house I purchased should have no bearing on the remedies I have requested If days from promise date to delivery on a back ordered part for a Sears brand product is deemed accepable business practice, while offering the customer no relief or support, no contact, no expedite or esscalation of the issue until I contact the Revdex.com, then I guess I understand the position That does not make this right I will use an analaogy in the business that I am in - I work for one of the Big Automotive companies If a customer came in to a dealer with a vehicle that is still covered in some portion by warranty, and the vehicle was a walk home, the dealer would offer a loaner for some period of time Extrapolate to this incident - Sears has offered nothing to cover my extraordinary expenses incurred There is an imputed cost for the inconvenience caused by this issue, a trail of unfulfilled remediation promises, and a lack of urgencyI do not follow the comment that I am somehow asking for a free service On the contrary, I have paid $on 12/for essentially no service to date by Sears The back ordered part indeed arrived Jan., and the service call is scheduled for Feb I have simply asked for Sears to step up and waive the balance of remaining service costs as a net offset for the extra weeks of unfulfilled repair that drove extraordinary out of pocket cost from original 12/17/promise to have repair completed The additional request of a Sears Gift Card is to retain me as a long term customer Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions [redacted] , Support Specialist from Sears Garage Solutions provided the following response: After receiving and reviewing [redacted] complaint, it was agreed that Sears Garage Solutions would be refunding [redacted] trip/diagnostic fee of $We have emailed [redacted] a settlement agreement and once it is signed and returned to our office, we will process the aforementioned $refundIf [redacted] has any additional concerns, I invite him to contact me directly at [redacted] or via email at [redacted] Since it is our understanding that [redacted] was satisfied with the aforementioned resolution, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response however the business did not apologize for all my wasted time and aggravation Final Consumer Response / [redacted] (2000, 17, 2015/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I Accept as long as I receive my refund Final Business Response / [redacted] (4000, 15, 2015/09/17) */ [redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Garage Solutions [redacted] , Support Specialist from Sears Garage Solutions provided the following response: [redacted] credit in the amount of $was processed back to his Sears credit card ending in [redacted] If [redacted] has any additional concerns he can contact me at [redacted] I do apologize to [redacted] for the delay in his credit processingSince the credit has been processed, we ask that this complaint remain closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]

March 10, [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 our customer service and non-receipt of a refund for a cancelled sears.com layaway order It is unfortunate that we failed [redacted] expectations when she recently placed an order with SearsWe 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 Additionally, we sent an email directly to [redacted] on February 25, 2016, to inform her that we issued a full refund of $in four separate credits to her [redacted] Account ending in *** 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 refund 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] ***

Complaint: [redacted] I am rejecting this response because: If I'm placing an order on sears.com, then regardless of who the vendor , it's Sears responsible to ensure the order is completed & processed correctlySears sent an email confirming my order, so where was the transmission lost? It seems as though they are just passing the blame alongif it was a transmission error then why did I get an confirmation? If an error happened, then it was between vendor & SearsI just want to know why my order was canceled rather then fixed Sincerely, Sofia ***

August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Rick [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his stove Mr [redacted] purchase was made by his home builder through our Contract Sales DepartmentAccording to their records, Mr [redacted] received a replacement item on July 15thHowever, if he has any further concerns, he would need to call (800) 359-2000, option during business hours In 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***) [redacted] @searshc.com

February 1, Roman [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order Unfortunately, it appears that there was an error made in the listing for the bundle Ms [redacted] orderedWe are sending a gift card for $to [redacted] email addressIt should arrive within business hoursThis should cover the cost of the stand (item number [redacted] We appreciate [redacted] patronage and apologize for any inconvenience she 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 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]

I PURCHASED SEAR MASTER MAINTANCE PLAN ON MY APPLIANCESMY REFIG WENT OUT AND IT HAS BEEN OVER WEEKS AND THEY STILL HAVEN'T FIXED AND TELL ME IT WILL BE NEXT WEEK BEFORE THEY CAN SCHEDULE THE REPAIRLOST OVER $IN FOODNO REFIG OR FREEZERREPAIR SCHEDULING IS VERY UNSATISFACTORYNOT THE SEARS & PRODUCTS OF THE PASTWILL NEVER PURCHASE ANOTHER SEARS ITEM

I purchased a Sears [redacted] ***after months my refrigerator stopped workingI purchased a service agreement at the suggestion of the repair man because the refrigerator was out of warrantyThey have been here to fix the refrigerator twice and the condenser has been replaced once along with the circuit boardNow I am told the condenser was most likely bad when it was installedNow I am waiting till the end of the month to get a back ordered condenserI have been a month without a refrigerator alreadyThe best I can hope for is if it can't be repaired is $toward another refrigerator

Complaint: [redacted] I am rejecting this response because: First: There is NO"MrsPrado" involved! It is me, MRL [redacted] Second: I have NEVER requested a refund! Third: I have yet to speak with anyone from Sears, other than the telephone operator On January 12, a person who identified himself as "Barry, Dallas Manager" left a message for me to return his call at [redacted] Stating that my call would be forwarded to him On January 13, at 11:a.m., I returned the call and the operator told me he was out of the office on a job site would not return to his office until 5:p.m I inquired if he did not have a phone that he could be reached and she said, "Yes, please hold." She then came back and told me that she had left him a detailed message and he would call me back To date, I have not received a call back from him And most certainly I have NOT spoken to anyone from Sears Their stating that I have refused a call to return is down right UNTRUTHFUL! I called this morning, January 16, and the operator told me the offices were closed because of the holiday I was not satisfied with the work performed initially and I so noted it on the statement at the time that I paid Further, when I made the call to schedule the service call, I specifically stated to the operator that the outside vent was broken and I would like it replaced! She said she would make a note on the call When the tech showed up he knew nothing about it and said they did not do that but he could go buy one and replace it If they had told me that initially, I would perhaps had contacted some other service company My complaint is NOT that I want a refund, it's my concern that instead of cleaning out the vent, it was clogged up since they entered from the outside to the inside and did nothing in the interior where there is more likely to cause a fire That is what prompted my initial call on December 7th, which they never responded, and initiated my complaint with Revdex.com, because clothes are taking too long to dry causing me to use more energy and I didn't have that problem before Sears is being UNTRUTHFUL in their response to you Other than the message he left, when I was away from home, I have not spoken with anyone from Sears Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 11, 2015/09/08) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX September 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms[redacted] We have completed the investigation of Ms [redacted] 's complaint regarding her online order It is unfortunate that we failed Ms [redacted] 's expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further we found that Ms [redacted] had previously been in contact with Social Media, Sears' escalated complaint departmentSocial Media assisted in issuing a full refund for the order on August 20, 2015, including her Shop Your Way Reward pointsAdditionally, a gift card of $was issued for any inconvenience Ms [redacted] may have experiencedWe 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] 's concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

September 6, 2016 Sears Holdings 3333 Beverly Road Hoffman Estates, IL 60179 Dear Sears Customer Service: This is to inform you of the most appalling experience I have ever had with any customer service at any place of business and my intent to recover costs incurred as a result of Sears’ inability to perform under its own Protection Agreement. The following is a listing of dates associated with such repairs Sears was obligated to perform on my refrigerator and the actual results experienced. I estimate your repair technicians earn approximately $25.00 per hour based on online research. Since Sears’ time is no more valuable than my own, I am invoicing Sears at this same rate for the corresponding hours lost to me due to Sears’ inability to provide technicians as required to do so by my Protection Agreement, at the timeframes Sears provided on its own accord and required me to be home for. July 21, 2016: Sears provided a 4-hour timeframe of which it required me to be home for in order to assess required repairs. This range on this date was 1PM to 5PM. The actual time your repair technician, Dan [redacted] (Tech Number [redacted] ), arrived was 8PM. Therefore, I incurred a total of 7 hours of time waiting for your technician, excluding the actual time required to assess the problem of which I am not charging for. At this visit we purchased a Protection Agreement due to the age of the refrigerator. The repair performed, much to my dissatisfaction, ultimately did not fix the problem and we contacted Sears to provide repairs required under the corresponding Protection Agreement. The appointment was requested on August 18, 2016 and set up by Sears for August 22, 2016 between 10AM and 2PM. August 22, 2016 The Sears technician who performed the initial repair (Dan [redacted] ) on July 21, 2016 called me on August 22, 2016 to state he would arrive at approximately 1:30PM. At 1PM he called me to state the Protection Agreement was not showing up and that I would have to call the Purchase Protection number (888) [redacted] for clarification. I called this number and the person provided me the certificate for the Protection Agreement and she was not sure what the issue was. By this time, apparently it became too late for the technician to come so it was cancelled by Sears and rescheduled for August 25, 2016 between 3PM and 6PM, requesting Dan. I incurred 4 hours of time lost as a result of Sears’ issues on this day. August 25, 2016 The time range provided by Sears on this date as mentioned above was 3PM to 6PM. At 5:30PM a Sears technician arrived at my door and it was not Dan. I told him what the issue was and he stated it would have been better for Dan to address this as he was aware of the problem. This technician stated he would call the Sears office and request reschedule for Dan and they would call me on Friday. He left and no repairs or assessment was made. I incurred 3 hours of lost time as a result of Sears’ issues. August 26, 2016 No one contacted me from Sears to schedule, so I called after 9AM and reschedule for Saturday, August 27, 2016. Sears provided me the range of 3PM to 6PM. August 27, 2016 Sears provided a range of 3PM to 6PM on this date to perform the repairs mentioned above. At 4:30PM, Sears’ technician called me from this phone number (410- [redacted] ) stating he was the technician and wanted to find out what was going on with my refrigerator and he was going to start a new job and we would be next. At 6:10PM, I called him because I had not heard from him and to find out his status. He stated he was still at the current job and I told him we had reservations for dinner and that my time range given was between 3PM and 6PM. He stated he could not leave his current job and hung up on me. A few minutes later I called (888) [redacted] and spoke to supervisor Megan. She noted in our file he did not show and hung up on me. She was to call me on Sunday to reschedule and she never did. I incurred 4 hours of lost time on this day as a result of Sears’ issues. August 30, 2016 I called Sears and was on the phone for 1 hour and 10 minutes and finally got an appointment for September 6, 2016. The range Sears provided was 1PM to 5PM. September 6, 2016 I called at 12:30PM to confirm as a result of all of the above issues and was told 3PM to 6PM was my estimated time and I would get a call before the tech came. At 4:45PM I called customer service and spoke to Tristan (ID# [redacted] ) to find out status. He told me no technician was coming as the technician was on vacation and it was reschedule to September 12. I then spoke to Francis (ID# [redacted] ) and she told me there was nothing she could do. This is unacceptable and I find it unimaginable that when all of the above is explained there “is nothing she could do”. I then talked to another department regarding food loss (Justin) and he told me in order to be reimbursed for food loss a technician would need to come out to assess the refrigerator. However, I explained to him this is the crux of the problem – Sears is unable to send a technician in the first place, otherwise I would not be in this situation! I incurred a total of 5 hours of lost time as a result of Sears’ issues on this day. You can imagine my frustration at this point therefore I am seeking 23 hours at the rate of $25.00 per hour described above plus the $300 in food loss allowed under the Protection Agreement as a result of Sears’ failure to provide technicians as it is obligated to do so under the Protection Agreement. The total cost Sears owes me is, at a minimum, $875.00. I am open and willing to discuss this matter further should Sears wish to learn more regarding my dreadful experience. I can be reached at 508- [redacted] (cell) or at my home number 410- [redacted] . Should Sears fail to respond to this matter within seven (7) days of receipt of this letter, I reserve all rights in connection with additional remedies available to me in accordance with applicable Law. In addition, I reserve my right to file a complaint with the RevDex.com as well as inform all friends, family, and neighbors in person and on social media of the experiences encountered with Sears’ extremely poor customer service. It appears based on recent news articles Sears has already felt the related impacts which is unfortunate because Sears was a great place with great pride in customer service at one time.

I purchased and kept up service plan for my Dad's windew unitWhen we called for service (not cooling), we were told it would be weeks to get someone thereTechnician came, ordered overnight delivery of part and said he'd be back when part arrivedPart was delivered to his houseI called and was told it would be another weekOn the day of appointment, they called and said he couldn't make it so it would be another weekOn that scheduled date, a call came in stating they didn't have 2people to come and rescheduled for 2more weeksAt this point, dad is suffering from 97-degree weatherHe decided to purchase another unit from someone elseSears technician showed up yesterday and demanded the part backMy family and I have always used [redacted] appliances, Sears auto batteries, [redacted] toolsWell, you get the pictureThis is the way Sears rewards a lifetime of loyalty? I am angry but even more so, saddened that a trusted company has stooped this low in not only quality, but service

June 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the quality of her power washer and her request to return it for a refund As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] received the replacement power washer on July 6, 2015, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms [redacted] , then we would have to make exceptions for everyone that had similar reasons, but may not be factualHowever, Ms [redacted] ’s power washer is still within the manufacturer’s warranty which covers parts and labor for a repairMs [redacted] can drop off the power washer at the store to be sent for a warranty repairIf our technician deems it non repairable, then it would qualify for a replacement; it does not qualify for a refundAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] ’s request We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms [redacted] ’s expectationsMs [redacted] stated that she might not shop at Sears in the future, which we understand may cause a subsequent loss of sales and we do not take this lightlyWe can assure Ms [redacted] that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case be 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/09/08) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX September 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Ms***' complaint regarding her online order It is unfortunate that we failed Ms***' expectations when she initially contacted Sears Online SolutionsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, 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 uponAfter researching further, we found that Online Solutions processed a full refund on July 8, 2015, back to her [redacted] account ending in ***For Ms***' records, the return receipt number is XXXXXXXXXXXXXXShould Ms [redacted] have any questions, she may contact me via email at [redacted] @searshc.comIn the interim, we have noted Ms***' concerns and since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted my bank, spoke with [redacted] at [redacted] who advised me that the credit for was not ever credited to account ending in [redacted] as indicated by Ms[redacted] Final Business Response / [redacted] (4000, 10, 2015/09/11) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX September 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] - [redacted] Dear Ms [redacted] We have reviewed Ms***' rebuttal complaint regarding her non-receipt of a refund After receiving an email from Ms [redacted] regarding the refund, we immediately reached out to Sears' Detail Control CenterDCC confirmed that the first refund attempt was not completed successfullyTherefore, we have re-processed a refund of $back to Ms***' [redacted] account ending in ***The refund was processed today, September 11, 2015, and should post to her account within 3-business daysWe sent an email correspondence to Ms [redacted] asking that she reply to us if she has not received her refund by September 18, We apologize for the delay and respectfully ask to have this matter closed, pending her receipt of the refund We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

[redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her washer. It is unfortunate that we failed [redacted] expectations when she called Sears for service on her washer. We value [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. I have been in contact with [redacted] via email and have offered to provide her with $900.00 in store credit and a $200.00 in laundry reimbursement via bank check to replace her washer or $1200.00 to replace the washer. The $200.00 is the maximum offered to consumer for laundry reimbursement, it is not a benefit of the Master Protection Agreement (MPA) that covers her washer, it provided as a gesture of good faith. [redacted] did agree to a $1200.00 store credit, which has been processed and is linked to her phone number ending in [redacted] noted that she has damaged clothing and asked to be compensated for this loss. I have reminded [redacted] that per the terms and conditions of the Master Protection Agreement (MPA) there is a limitation of liability. The MPA reads verbatim: LIMITATION OF LIABILITY: EXCEPT AS STATED IN SECTION 7, EXCEPT AS MAY OTHERWISE BE REQUIRED BY LAW, WE AND OUR AGENTS, CONTRACTORS OR LICENSEES ARE NOT LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING, BUT NOT LIMITED TO, PROPERTY DAMAGE, LOST TIME, LOSS OF USE OF COVERED PRODUCT OR ANY OTHER DAMAGES RESULTING FROM THE BREAKDOWN OR FAILURE OF COVERED PRODUCT, DELAYS IN SERVICING, AVAILABILITY OF PRODUCTS INCLUDING PARTS OR THE INABILITY TO SERVICE ANY COVERED PRODUCT. UNDER NO CIRCUMSTANCES WILL THE OBLIGATIONS OF THE OBLIGOR UNDER THIS AGREEMENT TO YOU FOR MONETARY RECOVERY EXCEED THE TOTAL PRICE PAID FOR THE COVERED PRODUCT. I have provided [redacted] with the best resolution I was able to within the confines of the terms and conditions of the MPA that covered her washer. It is my understanding that she is not fully satisfied with the actions I have taken in response to her complaint, for this I apologize. At this time, since we have addressed the washer concerns and have authorized its replacement, we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]

March 29, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have completed our investigation of [redacted] complaint regarding the charge for a recent service call on snow thrower and his request for a refund of the diagnostic feeAt the time [redacted] called to schedule service through Sears Home Services, he was apprised that since his snow thrower was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ It was further explained to [redacted] that if he proceeded with the repair, he would not be charged separately for a diagnostic fee; rather, the cost would be incorporated into the labor charge [redacted] accepted the estimate and the cost to repair his snow thrower totaled $ The labor cost was $(discounted 20% from $196.00); the cost of the part was $ [redacted] is not due any refund as the labor cost included the diagnostic fee The only time the diagnostic fee is an independent charge is if the estimate is declined Below are screen shots of the monetary screen and job code screen showing the cost breakdown for the repair and the labor cost to replace the carburetorCustomer : [redacted] Coverage : CC Customer Charge Service order # : [redacted] Parts Service Ref No: [redacted] Subtotal Disc (% ) Coupon (% ) Associate (% ) Net Allowance: Tax Tax Exempt # Pre-paid amount Grand total Total Payment ** *** [redacted] Exp Auth [redacted] Amount Customer : [redacted] Mdse code: [redacted] Service order # : [redacted] Job Code Job Code Description Call Date Price *** *** [redacted] [redacted] Carb Replace ** [redacted] We apologize for any misunderstanding [redacted] may have experienced, but he was charged correctly; therefore, no refund will be provided As this decision is final and commensurate to the circumstances, we ask that this matter be closedWe appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist