Sears Holdings Corporation

I have had the worst service and customer service experience with Sears Home Services and the issue is still not resolvedMy original service call was to replace a defective hinge on my [redacted] stainless steel double oven (top oven hinge) however, the Sears technician (Corey ID # [redacted] ) who was at my home on Tuesday April from 3:pm -4:pm, to replace the right hinge (latch) on the top oven door CARELESSLY damaged and scratched the stainless steel on the oven while trying to get the hinge out(Approximately 1K in damages) Parts were ordered however, they sent the same incompetent service technician (Corey ID # [redacted] ) out to install the new partsWhile trying to replace the new oven shell (the oven had to be pulled from the wall casing) the technician (Corey ID # [redacted] ) was located at the back of the oven trying to remove the light bulb housing (the other technician specifically stated that the housing was not apart of the shell and there was no need for him to remove that part)Corey then states that the black wire in the back of the housing was just sitting thereI ask him what that meant and he states that the broken wire was a pre existing breakHe then proceeds to try and fix it by drilling a hole in the ceramic part of the housing I suppose to put a screw in to hold the wireAs he is drilling the hole, he breaks the ceramic part of the housing and states "well you will probably need to order the light housing"? At this point I'm perplexed; how is it that if that broken wire was pre existing that I have not had a fire behind my stove and why is it that I have never had any light issues with my stove? Second, if a qualified technician sees pre existing damage/or something broken, why would you try to repair if it's pre existing? He damaged the light housing and is now claiming that it was pre existingI am also very upset that after they leave I inspect what they completed and I see that he (Corey ID # [redacted] ) again damaged/chipped the blue ceramic coating in the corner on the new shell, scratched the bottom stainless steel piece and I notice that the new shell is a different color from the bottom oven shellSo again, I reported this to Corey's manager at the Glen Burnie, MD office ( MsSteward) who stated that she would speak with Corey and call me backNo return call from MsSteward, so I immediately emailed and called the original claim associate Kacie D [redacted] (Sedgwick Claims Management Services) to report the additional damageIt is very disturbing that I have been without access to my oven for months now and not one manger from Sears has reached out to me to apologize for the inconvenience or offer some type of compensationTo top it off they (Sears Home Services) use a third party for claims (Sedgwick Claims Management Services) whom also have the worst customer serviceEvery single follon my claim has been initiated by ME! They do not respond to emails and they are never available via land lineFor this last incident, where Corey damaged the light housing, new shell, and the stainless steel bottom piece, the claim associate Kacie D [redacted] is now stating that Sears it not responsible! They sent an incompetent technician to my home who clearly damaged my property (all photos and email conversations were sent for documentation to the Claims Associate) and now say that you are not responsible? My oven is still not repaired and the oven doors are still off the oven [redacted] Poor Management and [redacted] Poor Service! I haven't had access to my oven for three months now! And it still HAS NOT been rectified when all I requested on my original service call was to repaired was a hinge! MsC [redacted]

March 1, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide a refund for her refrigerator purchase It is unfortunate that we failed Ms [redacted] expectations when she recently visited SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that our store issued a refund of $to Ms [redacted] account on February 10, In addition, as a good will gesture, she was provided with a $product discount after the delivery of her re-selected refrigerator At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Ms [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] / [redacted] – [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with the quality of the service provided on the repair of his refrigerator and the problems he encountered when he requested a return visit from our technician.It is unfortunate that we failed Mr [redacted] ’s expectations when he recently scheduled a refrigerator repairWe value Mr [redacted] ’s patronage, but can understand his frustration due to the series of events noted in his complaint We would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Our records indicate that our technician serviced the refrigerator again on October 31, at no charge to Mr [redacted] We contacted Ms [redacted] and she confirmed that the refrigerator has been repaired to their satisfaction We apologized that they were misinformed that they would be charged for the return visit We explained that Sears does have a day service guarantee and she confirmed that the last technician also informed her of that guarantee To provide her additional assurance on the repair, we offered to add a month protection agreement on the refrigerator at no additional cost Ms [redacted] accepted the offer and she should receive a copy of the certificate within – weeks Since we have addressed the issue brought forth in Mr [redacted] ’s complaint, we have closed our file.Again, 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,Matilda [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directMatilda[redacted] @searshc.com

June 23, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washer We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted [redacted] with unit [redacted] for assistance After reviewing Mr [redacted] concerns and because he advised that he had to purchase a new washer, we agreed to issue a refund of the service feeAccordingly, a refund request was submitted on June 23, 2016, and Mr [redacted] should receive a refund check for $within the next two weeksWith that said, as it is our understanding that Mr [redacted] no longer requires any assistance and since we are providing him with his requested refund, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

January 9, [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 refund amount for the return of mattress she ordered online Upon receipt of Ms [redacted] complaint we reviewed the delivery and online notes related to her mattress order and returnAccording to our records, Ms [redacted] paid $for the mattress, $for delivery, and $in taxes for a total of $On December 19, the mattress was returned and on December 21, we issued a full refund on the mattress; $+ $tax for a total of credit of $The delivery fee of $+ $tax is non-refundableWe would like to note that a link to view the return policy online is listed below the description of the items we sellWith that being said, the return policy states, “For items delivered to your home - Delivery, labor &/or installation fees cannot be refunded”Furthermore, it states, “A 15% processing/restocking fee is charged for mattresses, foundations, assembled/upholstered indoor furniture, water heaters & buihome appliances.” For customer satisfaction, we did not charge Ms [redacted] a restocking fee on the mattress purchase We apologize if there was any miscommunication regarding her request to exchange for a non-mattress item since that is not an option with online purchasesRegardless if Ms [redacted] was exchanging for another mattress or returning the item, the delivery fee is non-refundableSince 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 a dishwasher purchased from the [redacted] Sears Outlet [redacted] manager of the [redacted] Sears Outlet provided the following response: Since receiving Ms [redacted] complaint regarding her dishwasher, I have been in contact with her via emailThat said, Ms [redacted] will be in to the store to select a replacement dishwasher when she has availability to come into the storeMs [redacted] has our word that Sears Outlet will exchange the dishwasher once she identifies a replacement unitIf Ms [redacted] has any additional concerns, she can reach me at [redacted] or via email at [redacted] At this time, since we have noted our intent to replace the dishwasher once a comparable unit has been identified, 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

August 9, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Visn [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the service she received on her dryer We feel there are two parts to Ms [redacted] issue regarding the charges she was assessed for serviceThe first part is that she may not have been given an estimate in advance before she was charged any fees above our non-refundable diagnostic/trip fee of $plus taxOur records indicate that this portion of her complaint was resolved and that our customer support group already refunded her $even though this amount took her below the $minimum and the coupon she used for service is not applicable to our minimum fee The second part of the issue is that Ms [redacted] feels nothing was done to fix her dryerThe fact is that our technician found the door switch was not replaceable because it was not available in his databaseIt is possible that Ms [redacted] might find the switch through an alternate provider that still has one on hand since it is not being manufactured anymoreIn the absence of being able to replace the part, the technician cleaned it as best as he was able and it seemed to work at the timeWhile the minimum fee is not refundable, the diagnosis we performed does have a day guarantee so if Ms [redacted] feels the diagnosis was incorrect, we could schedule to have another technician come out and assess her dryerIf she would like to do this, she is welcome to contact me via email or phone and I could make arrangements for her local service unit to contact her to set an appointmentIn the interim, since we have refunded all monies above our non-refundable, minimum trip/diagnostic fee and we are willing to reassess Ms [redacted] dryer if she feels our diagnosis was incorrect, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted] @searshc.com

May 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered when he attempted to return a pair of pants after the 30-day return period had expired As clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a small appliance purchase Since [redacted] pants were purchased on December 31, and he attempted to exchange/return the pair of pants on May 1, 2016, he was clearly over the 30-day “hassle-free” return or exchange periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] * [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer and repair services We value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceRepairs were completed on January 23, on Mr [redacted] dishwasherWe are processing a refund of the $part Mr [redacted] paid for and we have also processed a $gift card for customer satisfaction reasonsMr [redacted] should receive both the gift card and the refund within to business daysWe respectfully ask that this matter be closed, since we have repaired Mr [redacted] dishwasher and noted his candid feedback Again, we apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

January 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return a television Upon receipt of Ms [redacted] complaint we reached out to [redacted] ***, Store Manager for Store [redacted] to assist with her concernsAs a one-time courtesy, Mr [redacted] contacted Ms [redacted] and offered to return the television with a 15% restocking fee and she would be issued store credit; she accepted the offerWith that being said, since we have provided Ms [redacted] with her requested resolution, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

August 31, [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 SYWR account and his recent transactions It seems Mr [redacted] feels he is due more points than what he has received recentlyWe reviewed his transactions, but did not see anything amiss However, we did see some bonus points he was offered, but failed to use before they expiredWe could also see that Mr [redacted] had recently returned some merchandiseIf a return is done, any points earned from that sale are removed from the accountThat said, we would be willing to discuss the matter with Mr [redacted] if he wishesHe may contact store manager, [redacted] during business hours at ( [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints Tell us why here

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Keira V *** # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her room air conditionerSears Home Services has authorized the replacement of Ms [redacted] air conditionerAll Ms [redacted] needs to do is to go to her local Sears store and advise her sales associate that her air conditioner has been approved for replacementThe sales associate will assist in processing the exchange and setting up the installation of the new unit and haul away of the oldSince we have authorized the replacement of Ms [redacted] air conditioner, 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

December 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to exchange a pair of defective [redacted] jeans after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Mr [redacted] purchased the jeans on October 2, 2016, and attempted to return it on November 19, 2016, he was over the 30-day “hassle-free” return period However, Mr [redacted] mentioned in his complaint that the jeans had a defect in the material causing them to come apart within a few weeksWe reached out to [redacted] , Store Manager for Store ***, for assistance and requested that she inspect the jeans for a defect and not consumer abuseMs [redacted] contacted Mr [redacted] and offered to assist with the issueShe confirmed that the jeans were defective and were exchanged under the product implied warrantyWith that being said, since we have provided Mr [redacted] with his desired resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] We have completed the investigation of [redacted] complaint regarding a refund from Sears [redacted] , Support Specialist from Sears Delivery Solutions provided the following response: I have been in communication with [redacted] and have informed her that she has now been refunded for the $noted in her complaintTypically a consumer can expect to see a credit post to their account within 3-business days If I can be of any additional assistance to [redacted] , she can reach me via email or at [redacted] ***Since we have noted the refund processed to [redacted] , we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Luis M [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding Sears Home Services and repairs to his washerMr [redacted] ’s washer has been approved for replacementAll Mr [redacted] needs to do is go to his local Sears store and advise his sales associate that his washer has been approved for replacementThe sales associate will assist by processing the exchangeSears will cover the delivery of the new washer and haul away of the old unitSince we have approved Mr [redacted] ’s washer for replacement, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

January 29, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her request to return items to Sears without a receipt As clarification, our return policy clearly states that a receipt is required for any refund This is disclosed on postings in the store and on our website so that the purchaser is aware of our policiesFor those customers that do not want to worry about trying to retain receipts, we do have a benefit under our Shop Your Way Rewards program (SYWR) whereby members only have to give their membership information to have their receipt pulled upThis is because we are able to access and find it in our system quickly under their membership number Our return policy does not state that any resolutions are possible without a receipt It should be noted that frequent changes in our selection might mean that a product has been reduced to a very low clearance price As such, although a clearance price might not have been the price the purchaser paid, our stores would be limited to offering a credit equivalent only to the lowered price if they were to consider offering a refund without a receipt Using the information Ms [redacted] provided, it is uncertain as to whether the original purchase still qualified for a refund with the receipt, but her narrative seems to indicate that the purchaser either is not a SYWR member, no longer has their receipt, or may have purchased the items from a party other than Sears While we understand that she may have found this situation frustrating, the fact is that our stores cannot pick and choose to follow some policies for some customers, and then decline to make the same exceptions for othersSince we are unable to offer a refund without a receipt to all customers, it is not an option we offer Most retail stores now require a receipt for any refund and Sears is no different Since this decision is appropriate and relative to our posted store policies, we have closed our file regarding this matter We appreciate the opportunity to address this matter and apologize to Ms [redacted] for any inconvenience she may have experienced Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

December 17, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order.It is unfortunate that we failed [redacted] expectations when he recently attempted to cancel his orderWe value [redacted] patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe 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 avertedAfter reviewing the notes in his order we found that a refund of $had been processed on December 5, For [redacted] records the refund receipt number is [redacted] Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] 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, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation

(The consumer indicated he/she DID NOT accept the response from the business.) It makes no senseThis has turned into a larger insult of myself and my vehicle, which was okay until dealing with Sears and their hostile atmosphere towards complaintants"i stand by my request for refund

Initial Business Response / [redacted] (1000, 7, 2015/08/13) */ [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 laundry center We feel it is first important to note that we just received Ms[redacted] repair related Revdex.com Complaint on Thursday, August 13, That said, it is unfortunate that we failed Ms[redacted] expectations when she called Sears for service on her laundry centerWe value Ms[redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home ServicesWe do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms[redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on April 8, Notes from the service call indicate that the washer was rebuiltSince the repairs have been completed, we have not heard back from Ms[redacted] , therefore we can only assume that the unit is still functioning as expectedSince we have completed the repairs to Ms[redacted] laundry center, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

February 11, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding a recent dryer repair First, we would like to apologize to the Mrs [redacted] for failing her expectations in regard to the repair of her dryerUpon researching Mrs [redacted] concerns, we found that our escalated customer service group, Social Media, assisted her husband, [redacted] with the same issue [redacted] with Social Media processed a refund check for $on February 9, 2016, after she confirmed that the first check issued on January 21, 2016, was never received Additionally, she confirmed that Mr [redacted] SYWR account [redacted] was credited 44,points on January 9, Since a refund check is in route to the [redacted] , and the offer of 44,points has been fulfilled, we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist