Sears Puerto Rico

September 8, Nita [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL Re: # [redacted] - Jalen [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mr [redacted] ’s complaint regarding his bed frame The specifications listed for this item are clear as to what is includedIt says: · “Includes: twin headboard, footboard and bed frame (39")· Economic choice since it does not require the use of a box spring”Clearly, the mattress would have needed to be purchased separately as it is not included and a box spring is not needed with this designFurthermore, any request for a refund would need to be submitted within days from the date of purchase according to our return policyThat time period has passed; therefore, we are not obligated to provide Mr [redacted] with the refund he requested and we respectfully ask that this matter be considered closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Tammie [redacted] Regulatory Complaint SpecialistSears Holdings Corporation(***) ***-***Tammie[redacted] @searshc.com Tell us why here

January 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation Ms [redacted] complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her washerAdditionally, 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 network We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] With that said, we would like to clarify that we do not order parts prior to the technician providing a diagnosis We apologize if this was not conveyed to Ms [redacted] when she called to trouble shoot her washer As to Ms [redacted] request for laundry reimbursement, as a courtesy, we have processed a $check, which should be received in the next two weeks However, we will not be refunding Ms [redacted] for her protection agreement, unless she cancels the coverage If Ms [redacted] does not wish to keep her Master Protection Agreement (MPA) coverage she can call [redacted] to request a cancelation Ms [redacted] washer is still under the one-year manufacturer’s warranty, so she is entitled to a full refund of the MPA Once the manufacturer’s warranty expires on March 29, 2017, Ms [redacted] would only receive a pro-rated refund In summary, since we have documented Ms [redacted] concerns with the repair process and explained why the part was not-pre-ordered, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

October 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] – Patricia SK [redacted] Dear [redacted] We have completed the investigation of MsK [redacted] complaint regarding her recent online order experience and request for a refund It is unfortunate that we failed MsK [redacted] expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that a refund of $had been processed on September 29, However, the tax amount was not issuedTherefore, we credited $today October 6, 2017, under return receipt number [redacted] MsK [redacted] can expect to see the amount post to her account within to business daysAdditionally, we hope that in the future MsK [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsK [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, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

November 10, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – [redacted] Dear Ms [redacted] ,We have completed the investigation of Mr [redacted] complaint regarding his recent online order.We would first like to apologize for any inconvenience Mr [redacted] may have experienced with his ordersWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the online orders, we found that Mr [redacted] had received a refund of $on October 16, 2015, for the first purchase that was made at the storeFinally, the second order that was placed online for $was refunded on October 17, For Mr [redacted] ’s records the refund receipt numbers are [redacted] and [redacted] Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since a full refund has been provided, we respectfully ask to have this matter closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation

January 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jeremy [redacted] - # Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the recent repair attempt to his refrigerator and his request for a comparable replacementFirst, we would like to apologize to Mr [redacted] for failing his expectations in regard to the recent service to his refrigerator After reviewing the notes in our service system, our office decided to provide Mr [redacted] with a comparable replacement rather than just the $offered under the Service Smart Agreement (SSA) We determined that a refrigerator with like features could be purchased from Sears for $2, Accordingly, Mr [redacted] was sent an email on December 30, 2015, and advised of the increased replacement amount Our records show that he reselected on December 30, 2015, and accepted delivery of the new refrigerator on January 2, However, we are unable to honor Mr [redacted] request for a refund of his SSA As we explained in the email, Mr [redacted] refrigerator was not working at the time he called for service, so whether Sears or another service provider attempted to repair his refrigerator, he would have been responsible for the cost of repairing his refrigerator and the repair cost would have far exceeded the $he paid for the SSA However, we did process a refund of $on January 4, 2016, for the additional monies he paid to Sears Home Services for the repair that was never completed Mr [redacted] should see a credit post to his Visa account ending in within the next five to seven business days With that said, since a fair and equitable resolution has been provided for Mr***, we ask that this matter be closedAgain, we apologize to Mr [redacted] and we appreciate the opportunity to address this matterSincerely, Melissa [redacted] Regulatory Complaints Specialist

February 10, [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 dissatisfaction with the customer service he received in regard to the recent delivery of a range and refrigerator It is regrettable that we failed Mr [redacted] expectations, but we have documented his comments regarding his poor customer service experience Additionally, we have forwarded Mr [redacted] valuable feedback to the store manager, so she could review his concerns and address any coaching issuesWe appreciate Mr [redacted] bringing this matter to our attention, since we compile this information to help us identify any negative trends and enable us to rectify any shortcomings within our customer service network Our goal is to provide exemplary customer service, so we take issues such as Mr [redacted] very seriously Store Manager [redacted] advised that she spoke with Mr [redacted] regarding the delivery issue and apologized for the delivery delay With that said, we hope that Mr [redacted] will give us another opportunity in the future to provide him with a more satisfying customer service experienceSince it our understanding that Mr [redacted] concerns have been satisfactorily addressed, we ask to have this matter closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

December 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Carpet CleaningFirst, we would like to apologize to [redacted] for failing his expectations in regard to a recent carpet cleaning he had completed Upon receiving [redacted] complaint, we contacted [redacted] with Sears Carpet Cleaning for assistance [redacted] subsequently left several voicemails for [redacted] and was finally able to discuss the issue with him a few days ago It is our understanding that [redacted] will be receiving a refund for $once he signs and returns a Customer Release Form (CRF) Since an equitable resolution has been reached with [redacted] , we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist

December 9, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: – Lara J [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order and non-receipt of a refund.It is unfortunate that we failed Ms [redacted] ’s expectations when she received the wrong productWe value Ms [redacted] ’s patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching her online order notes we confirmed that a refund was processed on December 3, According, a credit of $was issued back to her Visa account ending in For Ms [redacted] ’s records the return receipt number is The credit will post within to business days from that dateAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Eligia [redacted] Regulatory Complaint SpecialistSears Holdings Corporation

October 31, [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 dissatisfaction with the customer service she was provided when she attempted to exchange a sweater that she had recently purchased We contacted Ms [redacted] and she confirmed that the store has processed the refund for the return of the sweaterHowever, she mentioned that she felt disrespected by the store associates and that the call center disconnected on her several timesShe alleges that the store associate had informed her that she could exchange for other items in the store and she would receive an exchange for the full value of the sweaterWe would like to clarify that the retail value of the sweater that Ms [redacted] purchased was $30.00; it was on sale for $when she made the purchaseMs [redacted] stated that when she returned the following day, she was informed that she could only exchange or return for the amount that she actually paid for the sweater, not the retail priceWe apologized if there was a misunderstanding or if she was misinformed regarding the exchange amountWe advised Ms [redacted] that a return/refund is only for the amount that a consumer actually pays and in the same form of paymentMs [redacted] requested to be compensated for the unprofessional customer service she received at the store and for her time wasted in her attempt to resolve the issue with the storeWe informed Ms [redacted] that we do not provide compensation for her time and assured her that her feedback and complaint would give us the opportunity to remedy any problem that may exist and help improve our service further According to our records, on September 29, Ms [redacted] filed a complaint regarding the customer service at one of auto centersDue to the complaint and as a good-will gesture, on October 14, the auto center issued Ms [redacted] worth of Shop Your Way Reward points (SYWR); equivalent to $worth of pointsOn October 15, Ms [redacted] used those points at Kmart to purchase the sweater; she used 8,points and paid $On October 22, the Kmart store processed the return, instead of an exchange, and issued Ms [redacted] a credit of 8,points to her SYWR account and $creditOn October 25, 2016, Ms [redacted] used the refunded points and purchased several items at her local Sears storeWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her washerSears Home Services records indicate that repairs to Ms [redacted] washer were completed during a service call that took place on Monday, February 15, During the call the technician assigned indicated that he tested the washer and there were no issues foundAdditionally there were no leaks identifiedThe washer is covered by the manufacturer’s warranty until it is scheduled to expire on May 5, As a gesture of good customer service, our office has provided Ms [redacted] with a one year Master Protection Agreement (MPA)A copy of the MPA will be emailed to Ms [redacted] and should be received within the next 3-5- business daysIt is possible that the email might get parsed to Ms [redacted] junk/spam mailboxWe ask that she ensure that she check that mailboxWe feel it is important to note that we do not typically reimburse a consumer for services provided by another service provider unless they have a protection agreement covering the unit and has been preauthorizedThat said, we have processed a bank check in the amount of $that should be received by Ms [redacted] in the next 10-daysMoving forward, if Ms [redacted] finds herself in need of service, she can contact our local office at [redacted] would be the contact person to speak withAt this time, since we have provided our response to Ms [redacted] complaint, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Re: # [redacted] – Jalen [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s rebuttal to the response we providedMost pictures of actual bedroom furniture show a mattress in the bed frame along with various bedding items like comforters and pillowsHowever, it the mattress and bedding are always sold separately an when we looked up this mattress online we did see any indication that would lead someone to believe that the mattress was includedIn fact in the description it specifically states it just comes with the headboard, footboard, and frameAs for calling in, Mr [redacted] had days from the time he ordered to initiate a returnWe would normally provide additional time if there was an excessive amount of that time taken up with a delivery delayHowever, we show that the bed was delivered via UPS on July 28, 2016, and yet we do not show any calls into Sears to dispute the order and we did not hear from him until we received his Revdex.com complaint August 26th, and this was not even opened by us until August 29thBy the 26th it was already days past when it was delivered and more than that since ordered As a courtesy though, we would be willing to provide Mr [redacted] with a 30% discount off his purchaseIf he would like to accept this, he is welcome to contact me via email at Tammie[redacted] @searshc.com or via phone at ***-***-***In the interim, since we have explained that the description did not state that it also came with a mattress and yet we have offered Mr [redacted] a courtesy discount as an accommodation, we have closed our fileAgain, 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 concernsSincerely,Tammie [redacted] Regulatory Complaints SpecialistDirect Line: ***-***-***Email: Tammie[redacted] @searshc.com

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Wendy C [redacted] # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorKeisha [redacted] , Sears Home Services, Territory Member Advocate Supervisor provided the following response: Sears Home Services has approved the replacement of Ms [redacted] ’s refrigerator per the terms and conditions of the Master Protection Agreement that covers the unitThat said, Sears item #has been identified as a direct replacement for Ms [redacted] ’s current refrigeratorAll Ms [redacted] needs to do is go her local Sears and inform her sales associate that her refrigerator has been approved for replacementThe sales associate will process the exchange and will schedule delivery and haul away of the old unitAt this time, since we have approved Ms [redacted] ’s refrigerator for replacement, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

February 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response Ms [redacted] is responsible for paying $69.12, as the new washer she selected cost more than what she originally paid With a courtesy in-warranty exchange, such as what Ms [redacted] received as she is outside the 30-day return policy timeframe, she is only permitted to apply the original purchase price towards the purchase of a new washer When Ms [redacted] purchased her first washer, she paid $minus a 15% discount, reducing the price to $ The new washer she selected retailed for $629.99, but she was given two discounts; a 15% discount which initially reduced the price to $and then an additional 5% discount off this price, reducing the final sale price to $ Therefore, she was responsible for the cost difference of $plus tax $(69.12) Ms [redacted] is correct that the current washer is on sale for $529.99, but since she only paid $508.72, she has already received a better price than the sale price currently available We find no justification for any price adjustment as Ms [redacted] paid only the difference between what she paid for the original washer and the cost of the new washer she selected As to Ms [redacted] comparison of this exchange to that of the grill; there is no comparison The grill was authorized for replacement under the Repair Protection Agreement (RPA) The authorization amount was determined by the features of the grill As the same grill is currently still available, the retail price of $was used as the replacement amount Normally, the original price of an item being replaced under a protection agreement is not considered as only the features are taken into consideration With that said, since we have thoroughly explained why Ms [redacted] is not entitled to any refund, as she paid less than the currently advertised sale price of the washer she selected, we ask that this matter remain closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Revdex.com: Thank you for assisting expediting this matter Although, I believe the shipping label was only remitted to me after my complaint was logged, I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meHowever, please note that I request this matter to remain open until I receive my refund The company received the merchandise on 1/4/per the tracking number I would presume that the refund is still in the process Upon receipt confirmation, please close this case I will keep you posted Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for your assistance in resolving this matter Sincerely, Lisa [redacted]

Complaint: [redacted] I am rejecting this response because no contact was ever made by [redacted] after I contacted Sears multiple times to request that they pick up their defective kitchen set and refund my moneyAfter I filed my complaint on February 8, 2016, Sears responded to the complaint on February 9, and indicated that [redacted] would contact me [redacted] did not contact meTherefore, on February 10, 2016, I contacted them and scheduled a date/time for them to pick up the defective furnitureOn February 11, 2016, [redacted] finally came and picked up the defective kitchen set at my mother's homeThey provided her a receipt for the aforementioned merchandiseHowever, it has almost been a month after the merchandise was picked up and I still have not received a credit in the full amount on my credit cardTherefore, I am respectfully requesting that the Revdex.com NOT close this complaint until I receive a full refundThank you for your attention to this matter Sincerely, [redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]

December 16, 2015Nita [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10980952– Lori [redacted] Dear Ms. [redacted] :We have completed the investigation of Ms. [redacted] ’s complaint regarding a recent order. While it is true that our Terms of... Use specifically note that each purchase is subject to the individual seller’s posted return policy and the seller of each item is listed clearly on the page, we endeavor to ensure that our members are treated fairly. Accordingly, since the seller had not responded to our inquiries, we issued a full refund as a courtesy on December 10, 2015. It may take up to 12 business days for this credit to reflect. We want to thank Ms. [redacted] for her patronage and apologize for any inconvenience she may have experienced as a result. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and we 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] Tammie. [redacted] @searshc.com

January 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding his water heater As clarification, Mr [redacted] service contract, which is called the Repair Protection Agreement (RPA) does not have any provisions for incidental or consequential damages such as lost time or inconvenienceAs such, we will not be providing any sort of remuneration in regard to that matterAs far as the water heater installation is concerned, [redacted] , the contractor that performed the work, has inspected Mr [redacted] plumbing in detail and they found that the installation was soundThe issue appears to be with Mr [redacted] plumbing and the water lines farther back into the home; this would be his responsibility to correctExisting plumbing issues are not covered under Mr [redacted] RPAAll that is provided is repair to the unit itself and should a replacement be needed, basic installation, which includes connecting the unit to a code approved utility or power sourceWe provided Mr [redacted] with a replacement heater and basic installation in fulfillment of his RPA There have also been some design changes to all water heaters due to federal regulations concerning energy conservation and safety since Mr [redacted] purchased his old unit, which appears to have been almost nine years agoThese changes can cause the units to work a little differently, which is why Mr [redacted] likely was not experiencing any issues with his old unit and the plumbing so he would not have not known until the tank leaked and we had to replace the heaterWe can only suggest that Mr [redacted] contact a plumber, but this would be at his expense since his RPA would not cover plumbing issues, only the unit itselfSince the problem is not with the unit and the installation is sound, we cannot provide any assistance at this timeHowever, should Mr [redacted] experience any unrelated issues or if a problem should develop after his plumbing is corrected, we will continue to fulfill the terms of his RPA by providing service as neededIn light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]

January 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Dr [redacted] complaint regarding her lawnmower Upon receiving Dr [redacted] complaint, we contacted Lead Operations Specialist [redacted] for assistance After speaking with the repair facility, Ms [redacted] contacted Dr [redacted] for more information regarding her claim Although the repair facility verified the serial number and model number of the lawn mower Dr [redacted] dropped off with their records, Dr [redacted] is claiming that she receive the wrong lawnmower To substantiate this claim, Ms [redacted] asked Dr [redacted] to provide proof, such as pictures of her original lawnmower with the model number and serial number pictured, for comparison Unfortunately, Dr [redacted] has not provided the requested pictures Therefore, based upon our documentation, it is our determination that Dr [redacted] received the same lawnmower that she dropped off If Dr [redacted] can provide the detailed pictures we have requested, we ask that she email them to Ms [redacted] at [redacted] for further consideration In the interim, since Dr [redacted] has failed to prove that she received the wrong lawnmower, we cannot honor her request for a new lawnmower and we have closed our file We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist