Sears Holdings Corporation

January 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation regarding Ms [redacted] complaint regarding her shed District Manager [redacted] provided the following response: We have provided Ms [redacted] with a refund as well as a gift card as a conciliatory gestureMs [redacted] indicated that this resolution met with her approvalAccordingly, we respectfully ask that this matter be considered 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

September 28, [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 the cancellation of his sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted With this having been said, we revealed that the lawn tractor Mr [redacted] attempted to purchase is not available in his area and it was for this reason that his order cancelled immediately after it was placed We have confirmed that Mr [redacted] credit card was not charged As an apology for this issue, our agents did offer a 10% discount on another order and/or to match the price if the item becomes available to him in the future Mr [redacted] would simply need to place his order and call for a price adjustment afterward or allow a sears.com customer service agent place the order for him At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him 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 Mr [redacted] comments and an equitable 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] ***

Complaint: [redacted] I am rejecting this response because:technician came out after weeks on sep But he did nothing for preventive maintenance, according to Tech I do not qualify for preventive maintenance until jan he explain what is done during preventive maintenancei try to called the lady left me message and found out its general customer service number and customer service didnt know who that lady wasstill Sears has not answered my question why the sales person told me that I will get filters once a year but when time comes they dont offer what they promise? sales person told us that if they cant fix the fridge they will replace it with new, I am not sure how true is that information nowAlso just for there information customer service is horriblewhen I called to speak to the lady left me message, customer service did not transfer and didnt know who that person wasI am pretty sure they will listen to my conversation before filling to Revdex.com and after filling Revdex.com Sincerely, [redacted]

June 30, [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 purchase he made previously As Mr [redacted] was informed, any damaged must be reported within hours of deliveryFurthermore, our return policy is in effect for days from the date of purchaseThis is clearly noted on our siteHowever, we have contacted the manufacturer of the item in question and they have agreed to work with Mr [redacted] to resolve his issueHe should be contacted shortlyIn light of the aforementioned, 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] *tRegulatory Complaint Specialist Sears Holdings Corporation [redacted]

October 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint regarding the fee she had to pay for an estimate on her refrigerator As clarification, our appointments are scheduled by appliance and our script regarding the minimum fee that is due if an estimate is declined is per each appliance appointmentSo just because a consumer might schedule two appointments does not mean that the second item will suddenly receive service at no costAdditionally, our technicians usually specialize with specific types of repair so a technician coming out for a laundry repair would not necessarily be able to provide a refrigerator repairWhen we are able to utilize the same technician, then we provide a discount of $off of the minimum fee as part of the minimum fee covers the trip costs to visit the homeThe remaining portion of the minimum fee covers our time to diagnose the problem In Ms [redacted] 's case, it appears that there might have been two technicians but possibly they arrived togetherWe can tell that they did in fact give her the $discount she was entitled to receiveThis meant for the estimate they gave on the refrigerator, Ms [redacted] only owed us $rather than the full $plus taxWith that said, as a one-time courtesy we have refunded Ms [redacted] the disputed amount of $even though it was a valid feeThis refund is being processed as a credit back to her [redacted] account ending in and should release on our end within the next 2-business days and then post to her account approximately 1-business days after that; the exact time for posting is dependent upon her card issuer's policies governing refundsIf she has not received the refund in question by November 2, 2015, she is welcome to call me at [redacted] In the interim, since we have provided Ms [redacted] with her requested resolution, we have closed our file 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted] @searshc.com

June 6, [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 online order experience and request for a refund of the shipping fee After reviewing the notes in the order, Online clarified that Ms [redacted] did not pay for premium shippingAs such, the delivery carrier [redacted] was initially not prepared or equipped for the delivery upstairsHowever, it is our understanding that the Sears Online team authorized to have the delivery switched to home shipment and changed the order to premium and rescheduledSince Ms [redacted] did not pay for the premium delivery fee, this offer was processed as a onetime courtesy exception at no extra cost to herMs [redacted] requested that the entire shipping fee be refunded to her however; Sears Online explained that they would be unable to provide another concessionIn an attempt to resolve this matter, Sears Online offered to refund up to 15% off of the standard shipping fee she paidUnfortunately, Ms [redacted] declined the offerWe apologize again for any inconvenience she may have experiencedIn 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

On 2/24/2016, we attempted to purchase a stove online through Sears The website wouldn't accept my credit card number so we had to manually put the order through with a phone representative who spoke broken English Despite this annoyance, the order went through and the delivery date was scheduled for 3/9/ Keep in mind, that we told the representative that we were flexible on the delivery date and the date we were given was nearly weeks after the purchase On 3/8/at 6:pm I received an automated phone message indicating that delivery would be between 11:am and 1:pm Since this was the middle of the day and I didn't have this information until the night before, I had to take the whole day off from work At 11:am, while securing my dog and preparing for delivery, I missed a call from [redacted] There was no voice mail left and so I had no auditory alert on my phone to indicate I had missed a callAt 12:10, when I realized I had missed a call I returned the call and a Todd? answered the phone He said "Yea, we are going to have to reschedule, I can't find your house I tried calling you and your husband I know it was outside the delivery window, but I did try." I stated, "I can't reschedule, I took the day off work Where are you at now?" The driver then hung up on me I tried calling him back at 12:and it went right to voice mail At 12:15, I called the company number where I had received the automated message and spoke with a representative who attempted, unsuccessfullyto reach the driver at the number I gave her However, she indicated that her computer stated that delivery was set for 12:pm She advised to wait and call back if the driver didn't show up at that time At 12:45, I called back after no delivery and that representative indicated that I was next in line for delivery and just wait I called my husband who said he received a voice mail from the delivery person and I advised him of the situation and asked that he continue to try to reach the driver At 12:31, I attempted to call the driver again and it went to voice mail At 1:10, I called the company number again, who indicated that I was #in the order of delivery and they were on # At 1:received a call from my husband saying that the driver had finally called him back The driver indicated to my husband that delivery might be on Friday My husband reminded the driver that we were still within the delivery window and he didn't appreciate the driver hanging up on me The driver indicated that he was "in the hills with no service." There is a cell phone tower miles from my house, so there was no way to lose service in the minutes it took me to call him back My husband then asked "Where on Ladera Circle were you? We have a Dodge truck, a camper and a Dodge charger in the driveway and a dog house in the front yard." The driver commented that he didn't see any of that"--leaving us to start to question if he was really in our neighborhood The driver then said, "Well I saw a [redacted] on a house." We are at *** My husband asked if the driver looked across the street to which he received an evasive answer My husband then said, "We need this delivered today, my wife took the day off work." The driver then commented, "I don't think she did." Despite multiple attempts, by my husband, to convey to the driver that we needed to stove today, we had no other stove and we couldn't take additional time off work during the week, the driver stated "My manager said maybe on Friday and I'm trying really hard not to get frustrated with you." There was never an apology and never an attempt on his part to even try to make this work or try to locate the house and he NEVER called me back--the responsible party that was at the residence that he should have been communicating with in the first place After ending the conversation, my husband informed me of this and we made the mutual decision to cancel the delivery, the order and our Sears credit card The Sears representative tried offer my "Shopmyway" points as consolation and did apologize I thanked her, but told her that wouldn't get my stove today and I wanted nothing more to do with the company I would like to remind this company, that in their delivery instructions, it does not say that you need to be near the phone number on file in case the delivery driver gets lost Nor does it say that should that happen, then the delivery will be cancelled It does indicate that an adult be present and animals be secured--which is what I was doing when the driver originally called, outside the delivery time window It does not say the driver may be early It does not say that the driver won't fully identify himself, leave a voicemail to the number on file or return your callsOur street is marked and located by GPS and the house number is right by our front door We have never been treated so poorly We weren't even given the option to have it delivered later in the day or even to store where we could pick it up At $35/hour, the company should probably reimburse me the time I lost from work to go on this wild goose chase I realize that customer service representatives from Sears can only go by what their computer tells them, but where is the accountability for their drivers? He wouldn't even answer when they tried to get in touch with him We have purchased all of our other kitchen appliances through Sears, but we will never use this company again, never use the credit card with the Sears logo on it because of the events today We recommend never using their delivery services if you have to purchase something and highly question the use of their company at all given the entire history of this situation

I am the owner of a Sears [redacted] Pro Range (Model# [redacted] /Serial# [redacted] ) My oven was not heating appropriately and was continuously beeping during the pre-heat time and continued on throughout the entire cook time Additionally, when the oven would beep, the temperature gauge would drop and therefore the oven never would reach the correct temperature it was set forI initially had a service technician from Sears Home Services at my home on February 5th (Technician # [redacted] ) The technician arrived as scheduled during the 8am-12pm window He had me describe the problem and ordered parts he felt were needed On February 12th another technician arrived (Technician# [redacted] ) later than scheduled (requested 8am-12pm window – received notification that a change was made in scheduling and he arrived at 5:30pm) He installed one of the parts ordered as he felt the other part was not necessary He took the unused ordered part with him and I received the appropriate creditWithin a few days, it was apparent that only one of the issues I was having with the oven was corrected I placed another call for service indicating that I was still having an issue On February 17th, another technician (Technician# [redacted] ) arrived and stated that he felt we needed to replace the main PCB board He ordered the necessary parts and rescheduled for repair/replacement on Tuesday February 23rd between 8am-12pm I received two telephone calls on Monday 2/indicating that service was scheduled for the time frame and date 2/between 8am-12pm I received another email and automated phone call the morning of Tuesday 2/indicating that the technician would call when he was on his way At 10:02am, I received an email indicating that the service call had been rescheduled for Wednesday 2/between 1pm-5pmI have now taken a total of four (4) days off of work to have Sears Home Services repair my oven Once I read the email, I immediately called customer service to advise that I could not reschedule my service for tomorrow and that I had taken the day off of work for this repair I was told that it had not been routed properly as a “helper” was required for this repair and that no “helper” was available for the scheduled date/time of my service Interestingly, the technician that scheduled this service stated on that day (Feb 17th) that two people would be coming for the repair as it required someone to be at the breaker box So obviously, this was known in advance and someone within the routing department made an error; an error that I as the customer ultimately pay the price for Not only do I not have a working Sears appliance, I have lost valuable time at workNeedless to say, I am furious and utterly dismayed with SEARS at this point I cancelled the service and requested a refund of what I was required to pay up front $ This has to be the worst customer service I have ever experienced Not only have I wasted my time and used four (4) personal days at work to have my oven repaired, but I mistakenly trusted Sears to be a reputable company to use to repair/fix their own applianceIn the future, I will most definitely avoid purchasing from SEARS but will also make sure that all my friends/family is aware of the type of product/services received

I bought a swing set and it was unsafe and neither the corporate head quarters nor my local [redacted] would take the swing set back and it was just barely passed the day markSo frustrating to have spent $on an item that is unusableThey wouldn't even post my review about the swing set being unsafe on their websiteSeems really shady to me

January 19, 0in 0pt" class="InsideAddressName"> [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 one of our stores which resulted in being dissatisfied with the customer service she received Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of store# ***, who states the following: There was a discrepancy in pricing due to change in pricing from when Ms [redacted] purchased the item and when she went to another storeI was personally involved in verifying the situation and apologized to Ms [redacted] for the miscommunication from the sales associate at the Rancho Store reporting that the sales associate at Victorville charged them incorrectly I also apologized to Ms [redacted] for having to come back to the store to explain the situation and personally called her the day the ordered cancelled to see if there was something we could do to save the saleMs***, at the time, accepted my explanation as I told them we could easily do an adjustment since they were within day time period but the order was already cancelled Ms [redacted] came back into the store last week disputing the claim on her credit statement regarding the gift card and I did give her another gift card replacing the one she was charged for as a customer service resolution That being said, because we have addressed Ms [redacted] 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, [redacted] Regulatory Complaints Specialist [redacted]

Tell us why here[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL class="InsideAddress" align="left"> [redacted] We have completed the investigation of [redacted] complaint regarding his [redacted] refrigerator Sears has processed the in warranty exchange of [redacted] refrigeratorThe new unit has been ordered and is scheduled to be delivered to his home on Tuesday, May 24, We apologize to [redacted] for the inconvenience noted in his complaintMoving forward, [redacted] has my email address and office number and can contact me if he needs anything furtherSince we have noted the actions taken to ensure [redacted] satisfaction, 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

May 19, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to Ms [redacted] for failing her expectations in regard to a recent service call for her dishwasher We do not take these matters lightly and we sincerely regret any frustration we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we reviewed the notes in her service order regarding her dishwasher It appears that the technician could have coded Ms [redacted] service call as a trip charge; therefore, we have submitted a refund request for $ Ms [redacted] should see a credit post to her [redacted] account ending in [redacted] in the next seven to ten days With that said, since we have documented Ms [redacted] concerns with her recent service call and processed her requested refund, we ask that this matter be closedAgain, we apologize to Ms [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist

September 15, 0in 0pt" class="InsideAddressName">Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Zoya [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding the repair of her refrigerator We have reviewed Ms [redacted] ’s service history and our records show that her refrigerator was repaired on September 6, Per our technician, our technician states that lights were installed and the unit now works as designed Because we value Ms [redacted] ’s patronage, we have processed a $gift card as a one-time customer courtesy for any inconveniences that she may have experienced The gift card will be processed in 7-business days to the repair address listed on file 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

Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ Contact Name and Title: [redacted] October 12, [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 dryer First, we would like to apologize to Ms[redacted] for failing her expectations in regard to her dryer repairAdditionally, 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 networkAccordingly, we forwarded Ms [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressed On October 10, 2015, the technician returned to Ms [redacted] home to install the parts that were previously ordered; completing the repairAs a conciliatory gesture for any inconvenience Ms[redacted] may have experienced, we have submitted a request for a reimbursement check to help compensate Ms[redacted] for her laundry expenses while waiting for the repair to be completedA check request for $was submitted on October 12, 2015, and should be received by Ms[redacted] within the next two weeksUnfortunately, we are unable to honor Ms [redacted] request for a refund for her dryer as the unit was purchased nearly a year and a half agoIn summary, since we have completed the repair to Ms [redacted] dryer, 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

I bought a dishwasher from Sears in December and I paid for Master Protection Warranty This meant once a year a serviceman comes to my home to clean the product I called Sears the week of 4/11/and set up that appointment Today is Monday, 4/18/and the call I just received stated the service would be done some time between am and pm I find it very irresponsible of Sears to have such wide appointment times, as I am self employed and do not need to be sitting at home all day waiting for a serviceman to show up If I had known Sears treated their customers this way, I never would have purchased the additional warranty I do not recommend purchasing anything from Sears, as your time with them apparently is unimportant except at the register I am sorry to say no more purchases from Sears ever again I have never had any other big or small store have such an uncaring attitude for something that cost ME...not them! I have spoken to my family members and asked them to stop buying anything from Sears and to tell all their friends the lack of concern Sears has for their customers

November 29, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Adolphe [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his refrigerator repairUpon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Ethel [redacted] with [redacted] responded that she has spoken with Mr [redacted] regarding his concerns While there is no evidence that the technician damaged Mr [redacted] refrigerator, as a courtesy, he has been offered a full refund of his Service Smart Agreement (SSA) and $in food loss Mr [redacted] has also been advised that he can contact Sedgwick if he would like to file a damage claim To date, Mr [redacted] has not responded to the aforementioned offer With that said, since Mr [redacted] has not provided any proof to substantiate his allegation that the technician damaged his refrigerator and since a fair resolution has been proposed, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ July 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have been unable to complete the investigation of Mrs [redacted] complaint regarding his elliptical machine We are currently researching Mr [redacted] issue and we will respond to him via email shortly 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 Direct Line XXX-XXX-XXXX [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they have not resolved the issue!! Final Business Response / [redacted] (4000, 13, 2015/08/25) */ August 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr [redacted] rebuttal We apologize for the delayI tis our understanding that Mr [redacted] was provided with the part needed for the elliptical machineIn light of the aforementioned information, we respectfully ask that this matter remain closed Again, 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 (XXX) XXX-XXXX [redacted] @searshc.com

November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation of [redacted] complaint regarding her water heater We want to apologize to [redacted] that her unit was dentedHowever, our technician has verified that the damage is only cosmetic and it does not affect the functionality of the unitWe can certainly provide an exchange for the unit if [redacted] wishesHowever, we have several options to propose as alternativesWe are willing to issue a refund for the $ service fee she was charged and also purchase an additional year of coverage on her behalf for the unitAfter the first year, [redacted] would be responsible any labor or installation fees until October 17, If [redacted] is not interested in the additional warranty, we will refund the service fee and we can issue a credit for half of the installation fee she paid as an alternative Should [redacted] wish to accept one of these offers, I may be reached during business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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] [redacted]

October 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Janet M [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding her allegation that damage was done to her residence upon the delivery and install of her purchased appliance After reviewing Ms***'s complaint and our records, we were able to determine that she was assigned Damage Claim 216395, 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 Carrier Manager Adam [redacted] and were informed that they are working directly with Ms***Currently, they are waiting for estimates from Ms [redacted] to proceed forward with her ClaimIn the interim, since Ms***'s 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 Adam [redacted] at 1-800-856-or a***@linnstar.com, 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, Ema [redacted] REGULATORY SPECIALIST, regulatory complaints sears holdings corporation [redacted] F: imx integrated member experience

Initial Business Response / [redacted] (1000, 8, 2015/06/11) */ June 11, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] ' complaint regarding her service experience for her refrigerator We are currently waiting the completion of a service appointment scheduled for June 13, Ms [redacted] is in contact with the Service Unit Customer Advocate, [redacted] We had replaced Ms [redacted] ' ice maker on May 26, 2015, unfortunately this did not fix her issueA service was scheduled for her on June 13, at her requestAfter consulting with our lead service technician, several parts were orderedWe requested that Ms [redacted] have her refrigerator turned off for hours before the service appointment to assure all ice within the unit has meltedThis will assist us in determining the root cause of her issueAs we understand that going without a working refrigerator for hours can be an inconvenience we offered her a small item reimbursement up to $to purchase a small refrigerator if she needsMs [redacted] has not confirmed whether she has or will take advantage of this offer as of yet but if she wishes to she need only keep her purchase receipt for us to process the reimbursement We show that the $eGift card promised to her from our Customer Solutions department was reissued on May 18, and was sent to her physical address on fileMs [redacted] also expressed concern that her Master Protection Agreement would end and she would be responsible for all service charges for this issueWe can assure Ms [redacted] that even if her MPA ended today, since we are already aware of the problems with the refrigerator these services will be covered under that MPA and she will not be chargedIn the interim, should Ms [redacted] have any questions, she may contact the unit directly at XXX-XXX-XXXX We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com