Sears Holdings Corporation

I am sitting here on the SECOND day I have taken off work, waiting for my washer and dryer to be installed I scheduled a Tuesday delivery The first sign that things were not right, was when our “time window” call the night before went to our land line, which we had specifically told the sales woman to remove from our account and replace with our cell phone (guess she opted not to do that) The washer and dryer arrived, our old units removed (I so wish I had not allowed them to take them, since they at least were functional) Only after our washer and dryer were gone, were we informed that they could not hook up our dryer because they didn’t have the correct hose No chance anyone could bring it out—no chance they could come back later in the day—no chance I could run down the street to OSH (a Sears store) and get one AND, it was now MY responsibility to call Sears to set up another appointment I immediately called, and was told that I would have to wait until next week This was not acceptable to us Suddenly, she seemed to have an opening on Thursday While not being thrilled at having to give up another day and go without a washer and dryer for more days, I agreed She said that I would again be called the night before No call came 5:am Thursday, I am on the phone with Sears This time a woman told me that there was no record of my appointment - no information on our order of why the dryer wasn’t installed (she wanted ME to tell her what part was missing) and that she could schedule me for next week At this point, realizing that she clearly did not have the comprehension or authority to do anything - I asked to speak to her supervisor Howard (badge #***) came on the phone and was the first person to seem to have any level of interest in making the situation right or of understanding the problem He said more than once that the situation was simply not acceptable (I AGREE!) After about minutes on the phone and extensive holding for him, he was able to verify that in fact there would be a delivery team in our area today, but that he would need a few hours to schedule my appt, so he would get back to me in the next hours By the end of the call, as I was trying to pin him down on how long I should wait to hear back, I could tell that he seemed anxious to just hang up and be done with me So hours go by I call the number that Howard gave me only to find out that there is NO Howard at that number Luckily, I remembered that he said he was an installation Manager, so they gave me a number for installation This time I got a woman who said Howard wasn’t available She listened to the entire story AGAIN and then after much checking of computers/ calendars/ whateverinformed me that I would have to wait until Saturday (when it was impossible for me to be at home) By now, I have just HAD it with the lying and run arounds At the point where I told her in no uncertain terms that we had not scheduled our delivery over weeks in advance to be treated like it was a last minute - “favor to us” delivery and I expected either a Sears service man or an alternate company paid for BY Sears to come TODAY that she transferred me to Lee Again, I have to tell the entire story (and ask to have my cell phone number added) He said that he would look into it and would get back to me in an hour or so I didn’t have much hope at this point, but waited to see what he could come up with Within the hour I got a call from our local service dept who told me that in fact they had a service call scheduled for today only a few blocks from my house He asked me questions about why the original team had not hooked up the dryer, looked at my record of what we had purchased and attempted to contact his team to find out if they had the correct hose this time He couldn’t reach them (maybe installing in someone’s home?) But assured me that he would get back to me as soon as he reached them and hoped to have them out to my house by about 4: Hours go by Now it is 4:and no word from ANY of the people who have told me throughout the course of the day that they would absolutely call me back So I call AGAIN, the number that Lee said I could reach him at No Lee, I get a woman who requires me to give her the entire rundown, including e-mail - phone number (because of course, they STILL don’t have my cell phone number) and once again: the WHOLE story She says that my record shows that I am scheduled on Friday to have the drier replaced A.: I absolutely cannot take off all day Friday—Bno one ever told me a delivery was being scheduled for Friand C.: WHY do I need a new dryer????? I tell her I just need a hose, she says it’s too late to have that happen tomorrow ,but that she can schedule a time late next week But if they are coming to set up a new dryer, then they MUST have also brought the hose, right???? Or is this team also going to come out with a dryer that cannot be installed? I ask for my local service center in the hopes of “maybe” being able to get back in touch with the man who promised his crew would be by around 4:00, but she says she doesn’t have that information Of course not Why would Sears have any idea who is being sent out to set up their own product? After I cool off, and another half hour has gone by, I try the Customer Service Dept again, This time I get Raymond He too finds that my record (still after giving my cell phone update to a dozen people by this time) has my land line listed AND shows a replacement of the dryer scheduled He also says that he can schedule the dryer hook up for late next week—until I explain my plight Then he manages to get me in on Monday But I tell him there is no way I can be home until afternoon, so he adds a note to the service request to have our work done in the afternoon I have now wasted a second day, not only by sitting at home waiting for Sears, but by being frustrated with the ineptitude, and poor communication skills of so many employees Because it was the end of the day, and I have no idea if Raymond’s service requests would become reality on Monday, it is uncertain to say, but he seemed the most understanding and accommodating of anyone I had spoken to Giving up full workdays to be available for a time window that is not given until late the night before is beyond antiquated By the time I reach the 3rd day of missing work, I certainly would expect to be able to specify which part of the day I can be home So here is how the story ends: 5:00pm I am emotionally exhausted A truck marked Delivery Pro pulls up in front of my house and men come to my door They have come to hook up my dryer! Hallelujah! It takes them all of minutes and they are on their way They do NOT work for Sears, which figures, given that they are the first people all day to accomplish something I grew up shopping at Sears with my parents I remember visiting the Sears tower in Chicago In my mind it was always a great American institution and it’s made me sad to watch it’s progressive demise I’m past that now It’s pretty obvious why Sears is failing I will NEVER again purchase anything from Sears that requires any kind of service or delivery and after the bad taste left in my mouth today, I can’t really think why I would ever need to shop at Sears againUPDATE: Friday, 7:am Sears Calls (of course on the landline—not my cell) She does not identify herself or where at Sears she is calling from In fact she is very defensive when I ask for those things But finally tells me her name is Erica, she has no badge # and she works in the warehouse in Milpitas She wants to know if our dryer has been hooked up WHY wouldn’t Sears know this???? She says that we are scheduled to have it hooked up today, that we are NOT scheduled for a new dryer, just a hook up I ask her who I can send my letter of complaint to She has to be pushed to share this information and can only come up with: the store I bought it at Really???? I’m DONESince Sears makes is nearly impossible to contact them with a complaint, thank you Revdex.com for allowing me this space and venue to share with others

July 26, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the fee she paid for a diagnosis to her vacuum First, we would like to apologize to Ms*** for failing her expectations when she recently dropped her vacuum off for repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted *** *** with CarRepair for assistance. Mr*** responded that Ms*** is entitled to a refund of her diagnostic fee since the part needed to repair the vacuum is no longer available. He subsequently called Ms*** and left her a voicemail asking that she return to the drop-off location at the Sears in Yonkers to pick up her refund. Additionally, Mr*** called the Sears location to advise them that Ms*** would be coming in to receive a refund With that said, since we have documented Ms*** concerns and have agreed to provide her with her requested refund, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Kelley ***#*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears has processed the in warranty exchange of Ms***’s refrigeratorThe new unit has been ordered and is scheduled to be delivered to her home on Friday, September 2ndAdditionally a $food loss reimbursement check has been requested and should be received by Ms*** within 10-daysMs*** has been advised via email that I will be out of the office as of tomorrow and returning September 8thIf any additional concerns arise, I will address those upon my returnSince we have noted the actions taken to resolve Ms***’s concerns, we ask that this complaint be closed pending further contactWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

June 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** Dear Ms*** We have completed the investigation of Mr*** compliant regarding his recent auto repair visit Auto Center Manager *** *** provided the following response: We want to note that our website, which is where Mr*** indicated he booked his appointment, states that the each type of oil change starts at a certain priceFor instance, the full synthetic oil change service says “starting at $69.99.” Below the description (*** full synthetic oil change) there is a question mark and when you click on it, it says “you’ll receive a new oil filter and up to quarts of oil” and then “up to quarts of oil.” It also says “most vehicles.” Additionally, there is also an asterisk next to the price; when you look at the footnote indicated for this, it says: “prices are subject to change based on in-store evaluation.” Mr*** has a *** *** branded car, which is considered a luxury automobile, and the filter is not standard; the cost is $ Furthermore, his vehicle requires quarts of oil according to *** ***’s specifications rather than and only fully synthetic oil is acceptableIf Mr*** has owned his vehicle for any length of time, we feel he is aware that the oil change for his type of vehicle typically costs well over $and in some cases, close to $200.00, if OEM oil and parts are used. However, as we noted above, the website makes it clear when scheduling an oil change that the service could cost more depending on the vehicle and we did advise him of the increased cost before the work was done according to our recordsAs far as the delay is concerned, we sincerely apologize; there are times when our volume exceeds what we had planned for unexpectedlyIt is unusual that it would happen to a consumer three timesThis is why we offered to waive the cost of the oil change as a courtesyHowever, this offer was only for the base cost of a standard oil changeMr*** would still have been responsible for the price difference between a conventional oil change and a synthetic ($40.00) as well as the $for the premium oil filter and the charge for the quarts of oil (35.70) his car needed beyond the standard quarts required for most vehiclesTax would have been charged on these items and as the site notes, a “$shop fee applies.” We apologize if this was unclear to Mr***That said, we find that the site set out the terms for pricing and service sufficientlyShould Mr*** have any questions, he may contact me *** during business hours at *** *** Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

My name is *** *** and I live in *** Arizona where the summers are above 107FUnfortunately, my air conditioner broke in May 14, and my husband called Sears home services because we have the sears home warranty plan and two very nice guys came to fix it but sadly the air conditioner malfunction again in June 5, This time the problem was never resolved our air conditioner is still broken and its now July 8, My husband has been calling for someone to come out here and on June 22,a repair man from *** *** *** came to our house and said that the air conditioner needed a compressor and he was going to make a call to order it and he would come over to install it as soon as possible but he never camePlease Help us
No one should ever fall victim to this kind of mishandling

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * ***
*** Dear Ms*** We have not fully completed our investigation of Ms*** complaint regarding her service experience We apologize for the delay in responding to this complaintWe are currently waiting the completion of service for Ms*** washerA basket and tub cover assembly was ordered and are scheduled to be installed on July 5, 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, *** **
***Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint
regarding her dissatisfaction with the problems she encountered with the haul away of her old refrigerator and our customer service
Firstly we would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Upon receipt of *** *** complaint we reached out to *** *** Service Recovery Specialist for Delivery, to assist with *** *** complaint*** *** researched and discovered that the manual work order to haul away the sub-zero refrigerator was still uncompletedThe manual work order to haul away the subzero refrigerator would require a four man teamOn October 18, *** *** made an attempt to reach *** *** but was unable to make contact*** *** left a detail message with her contact informationOn October 20, *** *** made another attempt to contact *** *** and left another voicemailThat same day, *** *** returned our call and informed *** *** that she no longer needs the haul away of the sub-zero refrigerator*** *** voiced her dissatisfaction with Sears and then disconnected the callOn October 26, we issued *** *** a $credit for the haul away feeThe credit should post to her *** *** credit card ending in *** within - business daysSince we have addressed the issue brought forth in *** *** complaint, we have closed our file
Again, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigerator*** *** Sears Home Services, Support Specialist provided the following response: I had the pleasure of speaking with Mr*** on June 8, During the conversation he informed me that the refrigerator is now repaired and is operating as expectedA food loss reimbursement check has been requested and should be delivered to Mr*** within the next 10-daysMoving forward, if I can be of any additional assistance to Mr***, he can reach me at *** On behalf of Sears Home Services, we truly apologize for the inconvenience noted in Mr*** complaint Since we have noted our response to Mr*** complaint, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Contact Name and Title: ***
***
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** * * ***
*** *** ***
We have completed our investigation *** *** complaint regarding her dissatisfaction with Sears Home Services
First, we would like to apologize to *** *** for failing her expectations in regard to the repair of her dishwasherAdditionally, we would like to assure *** *** 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 *** *** concerns to the District Service Manager for further reviewWe appreciate the opportunity to address the customer service issues outlined within *** *** complaint, so that future problems can be averted
On October 22, 2015, *** *** dishwasher was authorized for an in-warranty exchange, due to a part being on back-orderOur records show that *** *** selected a new dishwasher on October 24, 2015, and is expecting installation within the next few daysWith that said, since *** *** is being provided with a new dishwasher, and we have documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to *** *** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
*** *** ***

March 3, *** ***
class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his dryer repair First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his dryer. Due to the issues in obtaining a replacement part, the service unit decided to replace Mr*** dryer. Accordingly, an authorization for replacement was processedThe authorization is under *** *** since the dryer and the repair are listed under her customer information. Ms*** and Mr*** are welcome to go to their local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist them. Ms*** and/or Mr*** will need to provide the telephone number on record, (*** *** to verify the replacement authorization. The new dryer will be delivered at no charge and the old unit removed. The new dryer will carry a one-year manufacturer’s warranty, effective from the date of delivery. With that said, since we are providing Mr*** and Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr*** and Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

December 1, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her online order experience and her request for a refund of one cent plus all of the items selected to be shipped to her at no charge It is unfortunate if Ms*** feels we failed her expectations and we can only apologize that she was not able to resolve her password issues online or with an online agentIn the future we recommend that Ms*** reset her password online and click on the link that is provided via emailIf Ms*** should happen to find that the link provided does not work then we ask that she contact Sears Online directly at *** for assistanceFinally, we would like to clarify the layaway program that she began onlineMs*** only gave $(one penny) deposit and made no paymentsAccording to the agreement that Ms*** signed, the layaway is subject to a $cancellation fee and a charge of the non-refundable $initiation feeAs such, Ms*** is not entitled to a refund since no payments were ever madeIf Ms*** cancels any layaway contract, she will receive a refund of her payments made to date minus the Service and Cancellation FeesAdditionally, Ms*** has a day grace period after her payment due date before her contract is cancelled and items are returned to stockFinally, layaway merchandise will be returned to stock days after a missed paymentUnfortunately, we will not be able to honor her request to ship the merchandise she selected, free of chargeIn the interim, since a refund is not due to Ms***, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Tell us why h
*** ***
Revdex.com
North Wabash Ave, Ste#Chicago, IL
Re: *** *** ***
Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding a dishwasher purchased from the *** *** Sears Outlet*** *** manager of the *** *** Sears Outlet provided the following response:
As noted in our initial correspondence, the dishwasher was uninstalled and returned to the storeSales check # *** references a refund in the amount of $That said we ask that this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely,
*** ***
***Regulatory Claims Specialist
Sears Holdings Corporation
***
ere

January 4, Nita ***
class="InsideAddress">Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Larry *** - # Dear Ms***, We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with the rescheduling of service for his washer by Sears Home Services First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his washer. Although our office just received this complaint, our records show that the washer was repaired several months ago on August 29, 2015. Furthermore, no additional service has been requested since this repair was completed Unfortunately, there are times when a repair will need to be rescheduled due to unforeseen circumstances, such a technician not being able to complete all the calls on his route because of an unexpected lengthy repair or because a technician’s route was inadvertently overbooked, as in Mr***’s case. Admittedly, we did not provide Mr*** with the level of customer service he expected or we strive to provide. Mr*** has our assurance that we have documented that our scheduling process did not meet with his expectations and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives. Lastly, we forwarded Mr***’s valuable feedback to the service unit manager to give him the opportunity to review his concerns as well. We are hopeful that these measures will prevent further issues such as this from occurring. With that said, since Mr***’s concerns have been documented and the repair to his washer completed, we ask to have this matter closed Again, we apologize to Mr*** for this issue and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist

November
23, 2015RevDex.comAttn:
Nita Virghes
North Wabash Ave., Ste 2006Chicago,
IL 60611Our
File No: ***Revdex.com
Case #: ***Via:
Revdex.com WebsiteDear *** ***Thank
you for
contacting Sears Home Improvement Products, Inc(SHIP) regarding your
inquiry concerning the above-referenced fileWe appreciate the opportunity to
address the customer’s concernSHIP is dedicated to its customers and to their
overall satisfaction with any and all work performed by either SHIP or a
contracted affiliateWe are always willing to go the extra mile in order to
provide our customers with satisfaction and we strive to respond accordingly to
all requests in a fair and reasonable mannerAll
storm doors, standard windows and storm windows have been installed in
accordance with *** *** contractWe have confirmed verbally with *** *** and in writing that the job was completed and he is satisfied with
the installationAt
this time, we respectfully request that you close your fileOn behalf of SHIP
please know that we value *** *** as a customer and apologize for any frustrations
or inconveniences he may have experiencedIf you have any questions or
concerns, please contact me at *** * *** or via email at ***Sincerely,*** ***SHIP/HI
Regulatory Complaint Specialist cc:
*** *** via 1st class postage

October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the charges he
was assessed for service even though in the end, the refrigerator was not repairable
After reviewing *** *** service history, we would agree with him that the fee we should have assessed is $plus $tax as this would cover our fee to provide an estimateAfter attempting to repair we ended up providing an assessment that the refrigerator was damaged in such a way that it could not be repaired and as such, it would be reasonable to remove the fees we incurred while attempting to repair itThis means instead of collecting $for the repair, we should only have held back $107.17, leaving *** *** with a refund of $Our records indicate that we have already provided $of that back, and we are willing to refund the remaining $56.28; however, to do so, we need *** *** full *** account number ending in *** We realize this was previously asked for when the other credit was processed in August, but our systems do not retain that number so that we are compliant with Payment Card Industry standards*** *** can contact me via email a* *** or phone at *** to provide the other digits of the credit card number (we do NOT need the expiration date or the security code on the back)In the interim, since we are willing to provide the refund as soon as we receive that information, we have closed our file
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** *** ***
*** *** ***
*** ***

Initial Business Response /* (1000, 10, 2015/10/16) */
October 13,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint
regarding his recent parts order
Unfortunately, it appears that there was a processing issue and although Mr*** card was charged, the order did not go throughWe have issued a full refund to Mr.*** and it should reflect within 3-business daysIt also seems that Mr.*** was not made aware when he placed his order that we cannot ship parts to a P.OBox addressWe are unsure as to why this was not brought to Mr*** attention, but we have forwarded this tot the appropriate parties in order to prevent further occurrencesShould Mr.*** still need the part in question, we have verified it is availableWe would simply need him to replace the order using a non P.OBox address for shippingIf Mr.*** places his order and sends us the new order number, we will gladly provide him with a 15% discount as a customer courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closed
We apologize to Mr.*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
***@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the refund of the purchase price and the 15% discountHow do we get the discount?

Ms*** is not dependable and until I receive the $gift card I am not accepting anythingMs*** does not live in GA, SO SHE HAS NO IDEA WHAT SIGNS WERE POSTEDNO signs were posted, that was the problemMS*** attempted to ***il me a gift card which never came She cannot be trusted, she has five more days for something to show up in the mail
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

I will never shop or recommend Sears again years of long time trusted relationship and sears *** just decides to close my account No chance to discuss this or change the situation Their answer is to reapply....Sorry that doesnt fix the years on my account I want my long term credit just as they should want long term customers I see why Sears is failing now The one thing that brought them to the top has been long forgotten Now what do they have to offer Nothing but higher prices and apparently bad customer service from all the other reviews I see I held my faith in Sears for over two decades but now it is obvious they have no consideration for long time customers Good riddance

February 8, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Andrew *** - # Dear Ms***: We have completed the investigation of Mr***’s complaint regarding the scheduling of his dryer repair First, we would like to apologize to Mr*** for failing his expectations when he recently scheduled service for his dryer. We show that he currently has an appointment on February 12, 2016. According to Mr***’s complaint, he would like the dryer repaired under Sears 90-day service guarantee. A review of the previous service order, completed on November 7, 2015, shows that a repair was not completed; only a maintenance check. Therefore, the 90-day service guarantee does not apply. Below is a copy of the guarantee explaining its benefits: “The limited warranty provides that if within days from the date of your Sears in-home repair your appliance fails to operate for reasons related to the original repair service when used normally in accordance with manufacturer guidelines, we will replace any parts that failed due to defects in the material or workmanship and perform any labor related to the original repair free of charge…” While the 90-day service guarantee is not applicable to Mr***’s current repair, we are willing to offer him a 20% service refund if he chooses to proceed with a repair through Sears Home Services. The refund would be processed once the repair has been completed Mr*** is welcome to send an email to ***@searshc.com if he would like to accept the discount and to initiate the refund process once the repair has been completed. In the interim, since a fair resolution has been proposed and the terms of the 90-day service guarantee clarified, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meWe have agreed on the settlement and I am waiting to receive their check. *** *** was great to work with and they have satisfied my request to get something besides their choice of my replacement. I appreciate Sears Holdings for their prompt attention to this matter.
Sincerely,
*** ***