Sears Holdings Corporation

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611  

align="left">  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the Sears Home Warranty and repairs to her refrigerator. Sears Home Services records indicate that repairs to Ms. [redacted] refrigerator were completed on July 14, 2016. During the service call the technician installed a new evaporator fan motor. After the unit was reassembled it was tested and was found to be operating as expected. At this time, since we have completed the repairs to Ms. [redacted] refrigerator, we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]

January 28, 2016  
sans-serif;">[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding service on his refrigerator.   After reviewing the service history and discussing the issue with Mr. [redacted] we authorized him for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA). He has been provided with the necessary information to select a new refrigerator, and he has my direct contact information in the event that he requires further assistance. At this time, since it was our understanding that this resolution met with Mr. [redacted] approval, we have closed our file.   We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611  

align="left">  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his freezer. Mr. [redacted] was contacted by [redacted] manager of the Hometown Sears store in [redacted] and offered a new freezer or a refund. Mr. [redacted] returned the freezer to the store and received a full refund. We apologize to Mr. [redacted] for the inconvenience he encountered during the repair process. Since Mr. [redacted] has returned the freezer and has received a refund, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Initial Business Response /* (1000, 5, 2015/09/30) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 30, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re:[redacted]
Dear Ms....

[redacted]

We have not been able to complete the investigation of Mr. [redacted]'s complaint regarding his recent online order/s.
The correspondence Mr. [redacted] provided us with did not include enough identifying information to locate the order mentioned in his complaint. We ask that Mr. [redacted] provide the order number or order numbers that he is claiming he was charged for on his credit card instead of points. Additionally, the email address he used at the time of placing his order online and we need clarification if this was on Sears.com or [redacted] Since we do not have enough information to facilitate a resolution, we will need to close this issue pending the receipt of more identifying information for Mr. [redacted]. At that time, we would be pleased to re-open Mr. [redacted]'s complaint. Should Mr. [redacted] have any questions, he may contact me via email at [redacted]@searshc.com.
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

Complaint: [redacted]
I am rejecting this response because:
They have not resolved my original question, which was why or how the order which had my Rewards points credited got canceled. I asked for reimbursement for my time, which was several hours, and trouble. They have acknowledged that I have an unused Rewards balance, which will expire, but have not even credited that!
Their response is the 53 cents they screwed up on. How is that remotely fair? The minimum I will accept is the credit for the Rewards balance, which was on the order that was canceled by them. I am thoroughly disgusted by this non-response.
Sincerely,
Timothy [redacted]

Initial Business Response /* (1000, 13, 2015/10/14) */
October 14, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]

Dear Ms.[redacted]
We have completed the investigation of Ms.[redacted] complaint...

regarding the rescheduling of her service call on her washer.
We first want to clarify that we do not offer, nor have we offered, to deduct the minimum trip-diagnostic fee from the labor fees for our repairs. What we explain is that at the very minimum the consumer will owe us $89.00 to have us inspect an appliance and provide a written estimate. If the estimate is accepted, then no further monies are due (in other words they are not charged the trip fee in addition to the amount quoted on the estimate) and if they do not accept the estimate then we would collect $89.00. So in essence the minimum fee is waived only because it is no longer applicable once the estimate is approved. The estimate is comprised of the price of any parts, and then the price of labor which is based on a job code and not an hourly rate. The job code incorporates all of our costs to provide in-home service for that particular type of repair, and takes into account a multitude of factors such as the average time it takes to perform the repair in question, including the time to diagnose, and expenses we incur to travel directly to the home, including the cost of our vans, the labor time while the technician is driving to and from appointments, and fuel. So when our technician quoted Ms.[redacted] a price of $146.00 for the labor on the repair and $111.87 for the part, that was an accurate price and the same price that every other customer in her area would have to pay for the exact same service.
With that said, there are times that accommodations might be made for extenuating circumstances, including prior reschedules or an appliance that might be only slightly outside warranty coverage. In those instances, our customer support group can generally provide a discount up to approximately $65.00 strictly as a courtesy. So when Ms.[redacted] was telling the tech that she was told a fee would be waived, he clearly thought she meant that she was promised some sort of accommodation and was upset it was not documented as it is our process to document any such offers so that the technician is aware of them. The technician did not realize that in fact no offer was made to Ms.[redacted] and that she just somehow misunderstood how our minimum fee worked. Since she insisted, he did get a code to discount the order $89.00 so we only collected $57.00 for labor when we would normally have received $146.00.
As for the reschedule, we do make every attempt to arrive within the time window we estimate when we set service. However, things can happen such as a repair taking an inordinately long time, or a truck could break down, forcing the service call to be transferred to a different technician that might already be on a call. When possible, we do try to call the consumer to advise of the delay, particularly if we have advance notice ourselves. In Ms.[redacted] case, we were just about to contact her to let her know the technician was running late and would arrive outside the 10-2 window, when she contacted us to see what was happening with her repair. When we explained that it would be later, we were told that she (or whoever was in the home) could not wait any longer, so we rescheduled the service call for the next day. While we can appreciate that Ms.[redacted] found this frustrating, we do not feel that asking for a refund of the entire service call is a reasonable request. She actually already received a substantial accommodation when she received the $89.00 discount and we feel this is a reasonable courtesy based on having one reschedule for the very next day. Therefore, we have closed our file.
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]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 15, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I initiated a phone conversation with the person from Sears who responded to the complaint. She agreed that the language regarding the "waived" trip fee was misunderstood by other customers as well, and also agreed that the level of service that I received and the lack of information and inability to talk with anyone about the issue was unacceptable. Other than that, she had no suggestions for remedying the extremely frustrating lack of service and communication, and complete disregard for consumers time, so I recommend that consumers avoid Sears Home Service for their repair needs.

Initial Business Response /* (1000, 6, 2015/09/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear...

Ms.[redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his online order.
It is unfortunate that we failed Mr. [redacted]'s expectations and we can understand his frustration with the series of events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the complaint Store General Manager[redacted] stated that they contacted Mr. [redacted] and processed a refund on September 15, 2015. For Mr. [redacted]'s records the return receipt number is XXXXXXXXXXXX. We truly regret any inconvenience he may have experienced. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted]'s 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

Initial Business Response /* (1000, 6, 2015/09/18) */
Contact Name and Title: [redacted]
September 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]

Dear Ms....

[redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding the charges he was assessed for a scheduled appointment on his refrigerator.
We would first like to clarify that our technicians are trained to repair appliances but they are not licensed plumbers. This means that while we can repair issues with an appliance itself, when it comes to any connecting plumbing, tubing, or something of that nature, our technician is not authorized to provide this service. We apologize that Mr. [redacted] was unaware that the leaking was coming from the water line and not the refrigerator itself. We would also note that it is our policy to provide our customers with an estimate for any charges above our agreed to minimum trip/diagnostic fee before proceeding with any work and/or charging anything above that fee. In Mr. [redacted]'s case it does not sound like the charge was agreed to before it was presented to Mrs. [redacted]. Accordingly, while we feel the estimate was accurate that a water line was needed and as this was not a defect in the refrigerator it was not our fault that we could not render the repair so the charge for our estimate is valid, we do feel he is owed a refund for any monies spent above the $95.00 plus tax that covered the minimum, and non-refundable, fee. So we have sent a request to our billing department to credit Mr. [redacted] account ending in[redacted] $46.01. He should bear in mind that it can take up to 5 business days for this to be processed and then his card issuer can take up to 5 business days before the post the refund; the latter is out of our hands and dependent upon the card issuer's policies governing refunds. If Mr. [redacted] has not been able to confirm that the $46.01 refund has posted to his account by October 3, 2015, then he is welcome to contact me via email or phone. In the interim, since we have explained that the estimate was valid and we have refunded Mr. [redacted] for all monies above the fee we collect to provide an estimate, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com

January 19, 2017   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator repair.   It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly.  We sincerely apologize for any inconvenience we may have caused Ms. [redacted]   Upon reviewing Ms. [redacted] service order, we found that the door needed to complete the repair to the refrigerator was on back order until March. Therefore, we authorized Ms. [redacted] an in-warranty exchange.  Ms. [redacted] selected a new refrigerator on January 19, 2017, and is scheduled for delivery on January 21, 2017.  Additionally, we will ensure that the remaining Master Protection Agreement (MPA) coverage transfers to the new refrigerator.  While the manufacturer’s warranty expires one-year from the date of delivery, the MPA will provide extended coverage until July 16, 2019.  Since it is our understanding that the aforementioned resolution meets with Ms. [redacted] approval, 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

January 29, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms[redacted]   We have completed the investigation of Ms. [redacted] rebuttal regarding her dissatisfaction with our response to her complaint about a delayed sears.com order.   Regulatory Complaint Specialist [redacted] attempted to contact Ms. [redacted] by telephone, but she was unable to reach her and instead left a message asking that she call to discuss her complaint.  Ms. [redacted] replied while Ms[redacted] was out of the office and left a message indicating that although she received her order, she was still dissatisfied with Sears’ response and the service she received.  We truly regret to hear of Ms. [redacted] continued dissatisfaction, and would like to offer her a $35.00 gift card that may be used at any Sears or Kmart location.  If Ms. [redacted] would like to accept this offer, she may contact Ms[redacted] at [redacted] within 20 days from the date of this letter.  Ms. [redacted] is welcome to leave a message for Ms[redacted] if she is again out of the office when she calls.   
Please be assured that customer comments, whether favorable or not, are truly appreciated.  All are investigated and given careful consideration in our continuing efforts to produce the high quality customer service that consumers expect from Sears.  We thank Ms. [redacted] for her feedback and look forward to her response.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted]

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611  

align="left">  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding appliances purchased from Sears. The warranty dates have been changed to September 1, 2016. The Master Protection Agreements on the range and refrigerator have also been moved and the dates adjusted. Since we have made the aforementioned adjustments, we have closed our file. 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 Claims Specialist Sears Holdings Corporation [redacted]

December 2, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and request for a full refund.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an online order. We value Mr. [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online issued a refund of $20.13 and $264.99 on October 18, 2016, under return receipt numbers [redacted] The final refund of $349.79 was issued on November 10, 2016, under return receipt number [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since we have confirmed that a full refund has been provided, 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

November 28, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her recent online...

order experience and request for an
exchange in size and color.As clarification, our
online website hosts other retailers through our Sears Marketplace program. The
goal of our marketplace is to provide items that might not be available through
our own online channels, so that our consumers have more options online. We
offer our own merchandise as well as choices available from third-party
vendors. For any consumer that would like to restrict their purchases to Sears
items or services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item search. It should be noted that
even when a customer accepts assistance by telephone, our system informs our
online agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by Sears. Marketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policies. Sears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.Our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings
Corporation. In [redacted] case, the order was fulfilled [redacted]. We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site.
For [redacted] records, we have included our disclaimer below:Third Party Advertisements and Links to
Third Party Sites We may display advertisements from third
parties on the Sears Site, such as banner advertisements, pop-up texts, and links
to third party sites. We are not responsible for the content of such
advertisements or links, or for any products, services or other materials
relating to such advertisements, any linked site, or any link contained in a
linked site. The display of any advertisement or link does not imply
endorsement by us of the advertisement or linked site or any content therein.
IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE
OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY
ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER
MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR
ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such
as items sold by Sears Marketplace sellers, are subject to the third party
merchant's individual returns and cancellations policies. If you are purchasing
an item from a third party merchant, please see the third party merchant's page
for details.With that said, after
reviewing the notes in her order we have decided to process the refund request
today November 28, 2015, and [redacted] may keep or dispose of the shoes to her
discretion. [redacted] can expect to receive a refund back to her account within
5-7 business days. Should [redacted] have any questions, she may contact us via
email at [redacted]
In the interim, we have noted her 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 SpecialistSears Holdings Corporation

To Whom it may concern,
I purchased a washing Machine from Sears last week. The available delivery date was Monday, 11/21. I paid an additional amount to have a 4 hour delivery window on that date as well. I received a call over the weekend, stating the delivery was delayed until the 26th. I called to find out what was going on and to state this was not acceptable. I was on the phone for over an hour, I called from multiple phones because at one point my battery was getting low (that should show how long I was on the phone for). I was transferred and spoke to 6 different reps, between 2…only 2 departments. Nobody seemed to be able to help me. I was extremely frustrated by the entire experience. Sears was very quick to take my 800.00 dollars, was very quick to delay my delivery by an entire week…but very slow to find or offer a reasonable solution. At this point, I still don’t have a solution from Sears. There were multiple competitors who had a guaranteed delivery by Wednesday, 11/24. They offered a cheaper price as well, but…I chose sears because I figured they were credible AND had a delivery date for Monday the 21st. I requested an emergency vacation day from work, to make sure I was home. This also happened to be a big deal…because in my job, I’m 1 of 1 people…its extremely hard to take time off, its usually planned well in advance due to the nature of my work. I wasted a vacation day, my delivery delayed until after thanksgiving…and I have several family members coming from out of town to stay with me for several days…and I have no washing machine. This is not acceptable. Had I known I would have gone through this headache, I would have gone through [redacted] an appliance store out of Oakland….all had options to do instore pickup or delivery. And they would have honored their delivery date. Through all of this, I wasted a huge amount of time on the phone…a coveted vacation day from work.
By the end of my time on the phone, I was able to get a delivery for Wednesday the 23rd. However, I have now just received a phone call…again, 2 days later saying my delivery has been delayed once again and the 23rd will not work, which is tomorrow. I’m beyond frustrated at this point. I have no options…I cannot cancel my order and go somewhere else to buy as I don’t have the disposable income to have 800 dollars sitting in limbo around the holidays. This has been a terrible customer experience, I cannot imagine a company/retailer putting somebody through this type of ordeal. Its not acceptable and its really hard to imagine doing business with sears in the future. How can I or anybody trust a company who treats their customers in this way. On top of all of this, I’ve had very little help or a willingness to help from anybody. I plan on sending this complain through multiple channels in hopes it gets heard. However, the way things have gone and the lack of support I’ve received thus far…I find it highly unlikely anything will be done. All my information is below, including my contact information.

December 2, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL  60611Re: # 10927548 –
Macee [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Ms. [redacted] complaint regarding the requested...

replacement
of her microwave.Upon receipt of Ms. [redacted]
complaint, we found that the microwave was replaced under the terms and
conditions of the Master Protection Agreement by out Protection Agreement
Benefits Association (PABA). Our records show the replacement was processed on
November 22, 2015 with delivery on November 24, 2015. If Ms. [redacted] is still in
need of assistance she can contact PABA directly at 1-800-827-6655. Since we
have replaced Ms. [redacted] microwave as requested and it is our understanding
that this resolution was acceptable to Ms. [redacted] we have closed our case.We apologize to Ms.
[redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter.  Please
feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com

February 4, 2017
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #11[redacted]         
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding several transactions in relation to his Shop Your Way Rewards points.     
 
Sheila [redacted] from our Shop Your Way Rewards (SYWR) contact center soke with Mr. [redacted] on January 27, 2017 and at that time, all which remained to be resolved, was that he was missing a credit for $4.92 to his [redacted] account. This was issued that same day. In light of the aforementioned information, we have closed our file.
 
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
[redacted]
Specialist, Regulatory Complaints
[redacted]
 
Tell us why here...

The worst time I ever had purchasing a fridge. First off from the beginning I told them the fridge can't be delivered till after 3. I got a call where I was informed the fridge would be delivered at 1. I called back and again stated that no one will be home till after 3. She said that it will be fine the fridge will be delivered after 3. I get a call the next day I tell the driver no one will be home till after 3 he said oh well that's too bad then. He rudely said I should have told someone that and that they are not there to work around my schedule. That if I wanted it delivered after 3 I should have said from the start. I told him I did I said it at the time of purchase and I called to reschedule the drop off till after 3. He said that it's too bad should have planned better and hung up on me. I called him back and when he answered the phone he was extremely rude and asked me what do I want that he is to busy to listen to me and does not care what I need. This was an insult. I eventually got the fridge delivered but I can for sure say that this is my last major purchase from Sears. We where treated with compete disrespect and they completely lacked our need. I honestly wish I would have paid the extra money and gone to Best Buy instead

November 17, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       Christopher [redacted] - # [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding his dissatisfaction with the availability of service for his oven repair.   First, we would like to apologize to Mr. [redacted] for failing his expectations when he recently scheduled service for his oven.  We value Mr. [redacted] patronage and we sincerely apologize for any inconvenience he may have experienced. With that said, we would like to clarify that although Mr. [redacted] carries a Master Protection Agreement (MPA), there is no provision for preferential treatment in regard to scheduling.   Even though we make every effort to schedule an appointment in a timely manner, there are only a limited number of appointments available and we must operate on a first come, first served basis.  We are always trying to find better ways to address our customers’ needs, but there is no quick fix.  While the agreement only provides for service during normal business hours, we do make commercially reasonable efforts to expedite service if the loss of use of the covered product threatens the consumer’s health or safety or if damage to or loss of property is threatened; however, there is no guarantee that expedited service would be provided.    Once we received Mr. [redacted] complaint, we contacted the local service unit for assistance.  They subsequently reached out to our Routing department to try to move up Mr. [redacted] appointment; unfortunately, sooner service was not available.  Our records show that the repair to Mr. [redacted] oven was completed on November 16, 2016; eight days after he called for service.  At this time, since we have completed the repair to Mr. [redacted] oven in accordance with the terms of his MPA, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter.     Sincerely, Melissa [redacted] Regulatory Complaints Specialist

September 7, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted]
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Maria [redacted]   Dear Ms. [redacted],   We have completed the investigation of M[redacted]’s complaint regarding her online order experience and request for a replacement or refund.   It is unfortunate that we failed M[redacted]’s expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that the total for this order was $51.84 minus a $5.00 discount. After reviewing the notes in the order we found that Sears Online issued a full refund back to the same form of payment used at the time of purchase. Accordingly, a refund of $46.84 was credited back to M[redacted]’s Shop Your Way Reward account ending in 9649 on August 3, 2016. Additionally, we hope that in the future M[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted M[redacted]’s 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

October 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding...

delay in receiving her purchased appliances.
We would first like to apologize that many factors resulted in Ms. [redacted]'s delay in completing her delivery within the provided time frame. We have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. Ms. [redacted]'s concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.
After reviewing Ms. [redacted]'s complaint and our records, we were able to determine due to needing a small delivery truck, Ms. [redacted]'s delivery was rescheduled on several occasions. Our records also show that as of October 11, 2015, all of Ms. [redacted]'s appliances have been delivered. We hope that Ms. [redacted]'s purchased appliance will provide her with long term satisfaction. As far as the request for compensation, we would gladly provide Ms. [redacted] with a $50.00 gift card. If Ms. [redacted] would like to accept our offer, she may contact me directly at [redacted]. This offer is available until October 23, 2015.
Since the delivery of Ms. Ms. [redacted]'s purchased product has been completed, we have closed our files.
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 Claims Specialist
Sears Holdings Corporation
Direct [redacted]
[redacted]@searshc.com