Sears Holdings Corporation

On 10/2/I visited the New Park Mall Sears located on *** *** *** Newark, CA During my visit I purchased a new washer and dryer with an unknown Sears associate which was the start of my horrible experienceSales Check #*** I went into the store with the proper dimensions, spacing, and vent location of allocated space that would house the Washer and DryerI expressed concerns with the associate in regard to the vent location as I saw online, the vent location could be modified during an online orderI came prepared with a picture of my current washer/dryer along with the exact location of the ventingI made it clear the the associate that the vent was on the left hand side and asked if I needed to make a modification to the orderShe stated that the dryer vent is only on the backside of the unit an reassured me everything would fit as long as I purchased a venting modification called a periscope, reduces the venting from needing 4" to only about 2"So I went ahead and completed the purchaseThe delivery was scheduled on Saturday 10/8/and I had to pay an extra $for a weekend deliveryDue to my work schedule, I agreed to the fee as it would be most convenientOn Saturday 10/8/16, delivery day, the two delivery men brought up my washer machine and immediately stated that they could not complete the install due to the venting being on the backside of the washerThe deliveryman literally coached/scolded me saying that it was my fault that the delivery came with the incorrect configurationI clarified to the deliveryman and even provided the same dimensions and pictures that I showed the original repHe laughed and stated, "Well those salesmen think they know everything, but they know nothingI'll take a picture of the unit and have it reconfigured(Picture was taken) Contact customer service and they will reschedule." Additionally the periscope on the recipe was not received, item # ** ***The deliveryman then stated that since there was nothing wrong with the washer he has to leave it at my residence(which is now sitting in the middle of my living room as of today)I informed him that I really don't want a washer sitting around my house when it doesn't have to beHe stated that he can't take it back and bring with the rescheduled delivery day due to liability issuesAgain, I accepted that awful excuse and allowed them to leave the washer in my living roomMoments later I called the customer service number 1800-*** to confirm my deliveryThe agent who answered apologized for the situation and re-assured me that the earliest day for delivery was Tuesday between 1-5PMI expressed my frustration around the situation and the agent stated that, it was the best that she could do especially since it was a holiday weekendGiven the situation I eased up and accepted the Tuesday Oct delivery dayI also received an email confirmation stating that the delivery would be coming and if there were any delays I would be contactedOn Tuesday Oct 11th, the 2nd delivery day, I scheduled to take time off of work, but recalled that I didn't get a confirmation of the deliveryI immediately called Sears around 5:11AM stating that I didn't get the confirmation and wanted to verify the delivery timeThe agent who picked up stated that the delivery was not happening and that it got pushed back to Oct 12thAfter almost an hour on the phone and speaking to a supervisor, I was informed that my dryer unit was not able to fit on the truckAt around 7:01AM I received the lovely text stating "We're sorry for the inconvenienceYour Sears delivery has been rescheduled to 10/12." Way late, as I already requested time offAt this time I was infuriated, I called in again and asked if there was anything that the supervisor could do given that I am calling early in morningI asked if she could contact the deliverymen to see if they can go back to pick it up, or after they finish their route attempt to deliver it later in the day in which she refused both accommodations as it was out of her control and there was nothing further that could be doneAfter realizing that the conversation was going no where and the representative was not offering any support I had the delivery re-scheduled for Oct 12thI requested the supervisor to see if she was able to put in a after 5pm request for me and to provide a call back later that day to ensure it would be delivered on Oct 12thShe fulfilled her promise and informed me that she would have the delivery between 6PM-8PM on Oct 12th through a voice messageOn Oct 12th, 3rd delivery attempt, I received a call from one of the deliverymen @ 4:34PM stating they are minutes awayNice job keeping your promise from 6-8PM(sarcasm)Luckily my wife was home to receive the deliveryMoments later I get a call from my wife stating that Sears has once again failed usThey brought back the same dryer with none of the promised modifications of having the dryer vent moved to the left hand sideAccording to my wife the deliveryman stated that we ordered too big of a dryer and that it was our fault we were having troubleHe told her that we should have gone with a smaller unitWay to make your customers feel great Sears!(Sarcasm)Again, the periscope which was needed for the installation due to space constraints, as promised by the sales associate, was STILL NOT deliveredSo as of today, I am going to have to wait for my dryer to be reconfigured to having the vent on the left hand side and a re-scheduled delivery day of 10/15/What made this experience so upsetting was that there were so many promisesNo one ever gave a resolution to make the situation betterEverything that was proposed was the defaulted scripting that they have been assigned and taughtThere was no sense of empathy or concern for me the customerI even brought up Saturday delivery expense to one of the agents along with the periscope not being delivered and they simply stated, "You will have to return to the store to have that resolved." Way to not resolve or improve any part of the situationAt this point, I'm literally praying that 10/15/will be the end of this HORRIBLE experience as historically Sears has been good to me and my familyThis is also my first Revdex.com complaint ever, but given the situation I felt it needed to be documented for Sears to seeI really hope Sears learns from this experience and takes the time to educate, train, or propose new solutions for those who have similar experiencesIf possible I would like a follow up on this situation from someone from Sear's support teamProbably the worst customer service experience ever

When I called Sears for refrigerator repair for a leaking plastic hose to the ice maker, the repairman did a fair job on splicing the hose together at a charge of $200, but he took the copper hose that was coiled up at the end of the plastic hoseHe did not ask permission to take the copper hoseThe copper pipe was coiled up behind the refrigerator and was coiled up again in the basement and went from the back of the refrigerator down into the basement to the water supply, so it was more than a few feet

November 30, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Judy *** - # *** Dear Ms***: We have completed our investigation of Ms*** complaint regarding her washer and her request for a replacement It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her washerWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we forwarded the matter to the District Service Manager to review Upon reviewing Ms*** complaint, the District Service Manager authorized a replacement washer under Ms*** Master Protection Agreement (MPA). Our records show that Ms*** selected a new washer on November 25, 2016, and the unit was delivered on November 30, 2016. Additionally, the remaining MPA coverage has transferred to the new washer and expires on September 4, 2020. Since we are providing Ms*** with her requested replacement, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

I purchased what I thought to be a brand new refrigerator at my local sears store It was listed on closeout but was told that it only had a few minor scratches When it was delivered, it would not work It actually threw sparks out of the electrical outlet when the plugged it in The sears team left me with a non working refrigerator and advised me to call their service line I did, and they advised me it was the stores problem I call the store and they advise me it's not their problem, it's sears service I call them back and they now advise me that I have to contact the actual maker of the refrigerator to schedule service to have it fixed I call them and they advise me that they can't send a technician to repair it because it was within hours of sears delivering and I had to call sears service back So I called them back, and they say no it's not their problem They are not going to do anything to fix it and it's my problem I proceeded to call my store manager back and he called them himself and did not get any help either Needless to say I spent hours on the phone with them on Saturday and over hours later I still do not have a working refrigerator

December 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms*** We have completed the investigation of Mr*** complaint regarding
the problem he encountered when he attempted to return his purchase 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 policyMr*** mentioned that he purchased the mower blades onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Mr*** purchased the mower blades on October 1, 2016, and then attempted to return them on November 5, 2016, he was over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for MrNadeau, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr*** request
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Dorothy ***#*** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding a range purchased from SearsWe feel it is first important to note that the range noted in Ms*** complaint was purchased from Sears on December 28, and was covered by the manufacturers one year parts and labor warrantyWe would like to review the paperwork Ms*** received from the local provider who came out to the home to service the range when Sears Home Services was not able to immediately dispatch a technician to the homeMs*** can email the information to me at Adam.***@searshc.com or via fax at 512-248-***At this time, since we have requested the aforementioned information, we ask that this complaint be closed pending further contactWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a *** dishwasher purchased from SearsMs*** purchased a clearance *** dishwasher from Sears on February 25, for $The sales check indicates that the dishwasher was picked up from the store and was not delivered or installed by SearsThat said, we stand behind the policy that was explained to Ms*** when she spoke with a member of our customer solutions department, we will provide her with a dollar for dollar store credit to be used to replace the dishwasher or she can return the dishwasher for a full refundMs*** can reach me at *** or via email at *** to advise of her decisionSince we have noted our response to Ms*** complaint, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

My saga with my Kenmore Elite refrigerator began July 3rd when I noticed the ice maker did not work I phoned and was told turn it off and wait three days Sorry that did not fix the issue and we called and waited another days for the tech to arrive and diagnose the problem needing to replace the freezer and several other parts The repair was not finished until July (days without a refrigerator) oh and guess what it still did not workOur next visit was not until August 8th at which point we were at our wits end as the refrigerator has not worked at all since July 3rd, again, this visit was a diagnostic visit and the tech said we need a compressor it was ordered and not installed until August 22nd (yes more days of waiting) it seems parts take a minimum of days to arrive and then to schedule a tech a minimum of days It is clear no one is going to expedite anything to get us up an running sooner Yes, the refrigerator is still not working a tech came August and he said it needed ozof coolant, no, did not do the trick we called and called and demanded action a replacement Sorry the district manager makes that decision and he is still not satisfied (it is a high value refrigerator they say) now we must wait until September for a tech to come if he can fix it on the spot we will need to wait for it to fail again, if he needs parts to fix it they will replace it THIS HAS BEEN HELL no one seems to be able to make anything happen This is our only refrigerator and it has not been working since July now months and days They can not even expedite getting the tech out to hopefully end this nightmare

July 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: # ***- Justin R*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding the warranty on his water heater We would like to note that Mr*** originally purchased a Power Miser water heater on October 28, According to the manufacturer’s warranty listed in his owner’s manual, any parts costs would be covered through the sixth year of ownership, but any labor costs would be his responsibility after the first yearAdditionally, it is noted that if a tank leak is verified within years from the date of purchase, the unit will be replaced with a comparable model, but the customer will pay for installationMr*** was recently authorized for replacement in error by one of our technicians that did not realize that his initial unit was purchased in We apologize for any misunderstanding It seems that Mr*** feels that the warranty should start all over when a replacement is provided, but that is not the caseThe manufacturer’s warranty is for a period of six years from the original date of purchase, which expired on October 28, Until that point in time, the consumer would be entitled to receive replacements for a leaking tankWe provided Mr*** with a replacement tank twice already in fulfillment of the manufacturer’s warranty on April 30, and then again on May 18, Mr*** is not entitled to replacements into perpetuity under the manufacturer’s warranty; it does not start over with each replacement and it is retroactive to the date of his original purchaseSince Mr*** warranty expired in 2014, we have no further obligation towards his water heater and any replacement costs would now be his responsibilityDespite that fact, we are willing to discount the purchase of a new water heater from Sears by 10% off of the lowest price as a courtesyThis would apply in addition to any current sale prices, but not to close out, clearance, previously used, floor model or outlet merchandise and is only valid for days from the date of this letter; after that, it will be null and voidWe respectfully ask that this complaint be closed as we have honored the terms of the manufacturer’s warranty in this instance. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation ***@searshc.com *** ***

Contact Name and Title: MELISSA ***
August 31,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Ronald *** - #
Dear Ms***:
We have completed our investigation Mr
***' complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his dryerAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr***' concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr***' complaint, so that future problems can be averted
On August 31, 2015, Kevin Stevens with unit processed a refund check request for $113.58, which is the pre-paid amount of $minus the non-refundable diagnostic fee of $Accordingly, a check for $should be received by Mr*** within the next two weeksWith that said, since we have documented Mr***' concerns with the repair process and issued a refund for the aforementioned amount, we ask that this matter be closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

November 9, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sharon *** - # *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First, we would like to apologize to Ms*** for failing her expectations when she contacted Sears Home Services to repair her dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing Ms***’s complaint and the notes in her service order, we find that her request to have the outstanding bill of $cleared to be a reasonable request. Accordingly, we contacted our Billing department to request that the outstanding bill be cleared from our systemLead Support Associate Christy *** responded on November 9, 2016, that the invoice was removed from our billing system; Ms*** should no longer receive any bills dated after November 9th. This letter will serve as Ms***’s documentation that she does not owe Sears Home Services $for the repair completed under service order With that said, since we have honored Ms***’s request to zero out her invoice, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

December 14, 2015Nita ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611Re: Cheryl *** - #
10982063Dear Ms***:We have completed the
investigation of Ms***’s complaint regarding her washer and her request
to
have the unit replaced under her Master Protection Agreement (MPA).Upon receipt of Ms***’s
complaint, we reviewed her service history to determine whether she qualifies
for a replacement washerOur records show that Ms*** purchased the Master
Protection Agreement (MPA) on October 29, 2015.
Since then, Ms*** has had
one qualifying service call completed under service order (completed
December 11, 2015), which means that a functional part was replaced There was a prior service call completed on
November 23, 2105, but the technician could not verify the problem, so no
repair was completedWhile we understand that
Ms*** is frustrated and feels that her washer has failed too soon, the MPA
only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined
within the MPA, a covered product will be considered for a replacement if there
have been “four (4) or more separate product failures due to defects in parts
or workmanship within any continuous twelve (12) month period that the
product(s) is covered by this AgreementProduct failure will be determined by
usProduct failures for this purpose must include repair or replacement of a
functional, non-expendable part and does not include preventive maintenance,
product diagnosis, customer instruction, accessory, cosmetic, or non-functional
repair or replacement, or any repair covered under a manufacturer’s product
recallYour request for replacement of a Covered Product(s) must occur within
sixty (60) days from its fourth (4th) product failure…” As we stated previously, Ms***’s washer
has only had one qualifying repair to date.
Since we have explained why a replacement is currently not an option for
Ms*** and completed the repair to her washer, we ask that this matter be
closed.We apologize to Ms
*** and we appreciate the opportunity to address this matter. Sincerely,Melissa ***Regulatory Complaints
Specialist

August 29, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Cameron L*** -# *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding the charge for a recent service call on her refrigerator and her request for a refund First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorAfter reviewing the notes in her service order, we decided to honor Ms***’s request for a refund of the labor charge for customer satisfaction. A credit request for $was submitted on August 29, 2016, so Ms*** should see a refund post to her Visa account ending in in the next five to seven business ***sWith that said, since we are providing Ms*** with her requested resolution and we have documented her concerns with the repair process, we ask to have this matter closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

In we purchased a *** front loading washer and dryerAt the time the sales associate told us we should buy an extended warranty for the washer only as they tend to need periodic maintenance and that in the event they had to come out more than times that Sears would replace the unitWe decided to purchase the warrantyWe have had Sears repair to our home to fix the same issue with the washing machine on separate occasions--2x in 2013, 1x in and again in On the last repair visit they replaced the shock absorbersNOTE: The issue is that the machine will not balance and as a result it is very noisy and vibrates excessivelyThey will be coming for the 2nd repair this year on Friday March 11thI contacted Sears service and asked them to replace the unit as they technicians have been unsuccessful in repairing they indicated they cannot replace the unit unless the technician deems it un-repairableWe would have had them come for repair on many more occasions except for the inconvenience

*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL
60611*** *** *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding Sears
Home Services and repairs to her
dishwasher.It
is unfortunate that we failed *** *** expectations when she called Sears
for service on her dishwasher We value *** *** patronage, but can understand how the series of events noted in her
complaint has caused her to lose faith in SearsWe can assure *** *** that
her concerns have been forwarded to management of the local service unit for
review, so future problems of this nature can be averted. We can only
reiterate that we do not condone how she was treated and that we truly regret
that we failed her expectationsWe hope that *** *** will allow us another
opportunity in the future to provide her with the type of customer service that
Sears has built their reputation upon, but we would understand if this is not
possibleOur service records indicate that the repairs were completed on November
20, when a new door vent was installedAfter the vent was installed the
dishwasher was tested and it was found to be operating as expectedAt this time,
since we have completed the service on *** *** dishwasher, we respectfully
request that this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concernsSincerely,*** ***Regulatory Claims SpecialistSears Holdings Corporation***

sears I got a bad throw blower I wanted them to just fix it but they want to send somebody to look at it for dollars I know it is not right the engine is defective told to me by people in the business any way they want is dollars to look at it and I want to just take in fix it why do I want to spend dollars for some to look at it why can I not say just bring it in minus dollars sounds like some hustling to do there is that not illegal

December 7, *** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL
60611*** *** *** * * ***
*** *** ***We have been unable to complete
the investigation of *** *** complaint.
Although
*** *** provided his name and address in the complaint, we
could not locate the service information for the range in questionIn order to
investigate this matter thoroughly, we ask that *** *** provide the repair
address and telephone number used to schedule the repair, so we can locate his
service call in our systemWe would appreciate it if *** *** would respond
to this correspondence with the requested informationIn the interim, we ask
to have this matter closed, pending a response from *** ***We apologize to *** ***
for this issue and would appreciate the opportunity to address this
matter. Sincerely,*** ***Regulatory Complaints
Specialist

March 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent purchase First of all, we want to note that *** *** purchase was made as a lease through a company called *** *** ***) Each step of the *** process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. *** *** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to *** Option 3: buy it out for $XXX.” *** has confirmed that *** *** was also provided with a copy of this agreement via emailWe want to make it clear that *** is a separate entity and *** *** agreement is with themWe cannot interfere; she will need to contact *** with any further questions regarding her leaseWe have arranged for the mattress to be picked up and a refund minus a restocking fee has been issuedWe realize that *** *** was not happy with the fact that she had to pay a restocking fee, but the mattress was returned not as result of a defect, but simply because she did not like it; therefore, a restocking fee would applyRegardless, any further issues with her lease should be directed to *** Jacquese has been speaking with *** *** and she will follow up as discussed to make sure that the refund has been receivedIn light of the aforementioned information, we respectfully ask that this matter be considered closedAgain, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Sears has the worst customer service I have ever encountered I had a refrigeratir delivered and the delivery men made an inch gash in my wood floor We pointed it out to them at the time and they later denied it to the company (huge surprise) The company didnt even discuss our complaint with us They denied our claim based on the denial of the delivery men They took no accountability I will never shop at sears again They treat their customers like dirt I would much rather shop at a local store where they care about people No wonder Sears is a dying companyI am sure there are others like me

February 7, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator This is the second time we have addressed Ms*** concerns with her refrigerator. On November 21, 2015, Ms*** was authorized $under her Service Smart Agreement (SSA) towards a new refrigerator; however, she never selected a new unit. She filed a complaint with your office in June of and to resolve the issue, the authorization was reactivated for days to allow Ms*** time to reselect. Again, she never utilized the authorization Our records show that her SSA expired on May 15, 2016, and we have already given her two opportunities to select a new refrigerator. While we are under no obligation to provide any accommodations for Ms***, we have created a final authorization for $500.00, the maximum allowable under her now defunct SSA; she has days to use the authorization or lose it forever. Ms*** can go to her local Sears to select a new refrigeratorShe will need to provide her telephone number on file, (*** ***, to confirm the authorization. The new refrigerator will be delivered at no charge and the old unit removed. As to Ms*** claim that she was offered a $refund or a comparable replacement; there is no documentation supporting this claim. However, there is documentation denying Ms*** request for a comparable replacement, since the SSA does not offer this benefitWith that said, since we are providing Ms*** with a fair resolution, we have closed our file We appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist