Sears

01/01/05 - Original refrigerater purchase date. Cost: $449 + tax/fees = $535.29

06/24/05 - 1st service call to repair. Appears not to cool properly and moisture

on floor. Technician instructed me on usage and was unable to detect location of leak. Stated high usage and humidity from weather as factors.

06/27/05 - 2nd service call to repair. Leaking continues. Technician found drain tube too short from factory/added drain tube.

05/29/06 - 3rd service call for repair. I noticed wood floor uneven in front of refrigerator. I pulled out the refrigerator and visably

saw water damage. Called One Source who agreed to send

technician to inspect leak and damage. Since out of warranty

period, One Source agreed to inspect. Repair technician stated found drain line not properly repaired by last technician. One Source agreed to repair. I also called floor repair company. I asked One Source for a replacement refrigerator due to ongoing problem and offered to repair floor myself. They indicated they would only repair refrigerator and also repair the floor. Obtained an estimate.

Note: Floor Repair Company stated that damage appeared to occur from

slow leak and passed through wood floor. Sub floor was saturated

and then began to cause upper floor to warp and expand. This damage took 1 year and 5 months to detect.

06/01/06 I repaired sub-floor. I treated the black mold under house. I replaced the damaged insulation. Carpet Express made repair made to floor for $495 (exceeded cost of refrigerator).

Current Events:

03/01/08 1 year 8 months later. I noticed the same problem. Pulled out

refrigerator and saw severe water damage. Went under house and

same mold problem as before. Same wood boards in kitchen are again damaged.

03/04/08 Called One Source and spoke with Sr. Customer Advocate, Elaine. After much discussion, I offered to repair all floor damage and asked for a replacement refrigerator as this one Sears is unable to repair. Elaine stated no. Would only waive the trip fee for a technician, and

would pay for repair up to $100. Also offered me a 10% product

discount I would have to pay for and request reimbursement. I asked for a manager to return my call and was assured that Ms. Christ Stroup would call back in two business days.

03/04/08 Call made to Sears Holdings Corp in Hoffman Estates. Transferred to Judy, Exc. Customer Relations in North Carolina. She stated she could not help me and to wait on a return call from One Source.

03/06/08 At 8:00 PM, I called One Source to Jerry (ID 60206). He said Ms.

Stroup had left early and would not be returning my call until maybe

next Tuesday. He stated there was no supervisor/manager that I

could speak with.

03/06/08 At 8:30 PM, I called local Sears store manager, Jerry. I explained the �situation� and he offered to call One Source to see if he could get a return call to me earlier.

03/07/08 Received a call from Oscar at One Source. We discussed my

refrigerator problem and I asked to speak with a supervisor. He

stated one was not available but he indicated the next step would

be to send a technician to my home to inspect the floor damage

and verify a water leak. I said I was not desiring a repair and would

not pay for a visit. He waived trip fee and repair. He told me to call

One Source back after the visit.

Later Store Manager Jerry called to see if One Source called.

03/08/08 Sears technician Robert (ID 0617829) at home at 9:45 AM. He

stated �only check for leak/and floor damage�. He was confused

why One Source wanted him here if I did not want the repair.

03/08/08 Phone call back to One Source to Charity. Then to, Rosalyn who

instructed me that she had management power and would not replace the refrigerator. This is the rudest person I have spoken

with. We had a lengthy discussion. She said we had talked enough

and told me to call Loss Prevention at 478-471-5517 and to call Legal at 1-800-861-0157.

I called Loss Prevention. Got Terry, Security. He said he only

handled theft and in store issues.

I called Legal at 1-800-681-0157. Got Mary in the recall department. Went ahead and inquired if there was a recall on my

refrigerator. None cited. I returned a call to One Source to Mike (ID 602714). Discussed situation and he said the final decision was not to replace product. He offered to repair product and that I would have to go through the Claims area to request repair of damage floor.

03/10/08 8:00 AM, Called Corporate Office in Hoffman Estates. Was told no

one there could talk to me. Transferred me to a number that was

closed. Called back to Corporate. Told by same person that she

could not give me the number but only transfer me. Waited until

9:00 EST for the office to open at 8:00 CST. Called back to

Corporate and was transferred to Highpoints, NC to Sally at ext.

12008. Explained situation. Stated there was nothing she could do.

She transferred me back to One Source to Charles. He read my

my case notes and stated that someone could return my call in two

business days���..

03/13/08 Mailed certified letters to CEO Bruce Johnson, Sears Holdings Corp.; Edward Lampert, Chairman of Board of Directors; Governor�s Office of Consumer Affairs, and Better Business Bureau.

03/17/08 Letter delivered to Bruce Johnson at Sears Holdings Corp.

03/17/08 No response from One Source. Called One Source and spoke with customer advocate Ann (ID 49542). She stated no further no

decision she could see regarding replacement refrigerator or repair

of the floor.

03/25/08 Called Sears Holdings Corp. at Hoffman Estates. I was never able to speak with anyone at Sears Holdings at Hoffman Estates. I asked who Frank Johnson was (signee of certified mail) and was told they could not provide me with that information. After 11 more phone attempts, I was finally transferred to the Executive Office of Letters and Correspondence in North Carolina. I provided my name and the gentleman able to tell me that my letter was logged in and a Bridgette Williams stated in the notes �No Further Action Needed�. I have been given a new case number of 1910534. After complaining that I have not been contacted to discuss my case, I was transferred to One Source to a Marshila (ID Badge 01022954690). After a lengthy discussion, she received authorization to provide me with:

1. A $100 gift card and a 10% product discount, OR

2. Waive the trip fee for a technician and repair up to $100.

I stated I would consider this and call her back on 3/28, my original 10 day deadline given to Sears Holdings in my certified letter.

Additionally, I was provided the phone number of TSRT and spoke with a Jen (ID 55440) regarding the repair of my damaged floor. After a thorough explanation about my problem, she stated Sears was not responsible for the damage due to it occurred out of warranty and I must file a claim with my home owners insurance. I informed her that Sears previously had repaired my damaged floor out of warranty as it was due to the same problem that Sears did not repair. She again stated that Sears was not responsible.

03/28/08 Reluctantly, I phoned One Source to accept, what I believe to be an inadequate resolution, offer of $100 and a 10% discount. The local

Sears store was have a sale on 3/29/08 of 15% off appliances and I

could use the discounts together and the gift card and come out o.k.

I spoke with a Sheldon (would not give his ID number). He stated

that there were no notes from Marshila on 3/25/08. I was amazed!

After a 30 minute conversation, he believed my plight and

the $100 and 10% discount. He transferred me to Sonya in

Processing at One Source. She explained that she would send me

a gift card for $100 She explained the discount. I was to purchase

the refrigerator and call One Source to receive the 10% discount which would be applied to my credit card or mailed as a cashiers check if I paid cash��She explained the discount. I then lost the

signal on my cell phone. O.k.

03/28/08 I called the local Sears and spoke with Bob, not a manager for in the administrative office. He stated the sale at the store. I

the gift card coming to me in the mail. He said the store manager,

Jason, could go to one register in the store and give me cash for the

gift card, then void the card, then apply the cash to my Sears credit

card. He also stated that I should come in Saturday to take

advantage of the 15% off sale and then get the 10%. O.K.

03/29/08 Arrived at the local Sears store. I selected a refrigerator. I opened a Sears credit card account. I purchased the refrigerator. I received the 15% sale discount and scheduled the delivery for

4/18/08 to make sure the gift card arrived and was applied as stated. I called One Source from Sears while with the salesman. I explained that I was calling to receive the 10% credit to my card.

After being transferred to Processing, I spoke with Rose (ID 65478).

I gave her my credit card number and sales check number.

Now, she tells me that she is unable to give me the credit on my card until the refrigerator is in my house. What? She said that just purchasing the refrigerator was not enough. I must accept delivery of it. After discussing this, I indicated that I was waiting to accept delivery until I had the $100 gift card and that it was applied also to the balance on my card. I then said, what if I pick it up, can I call then. She further stated that I could not call until 24 hours after I accept delivery or pick it up��� I leave the store unsatisfied. Sears has not be forthcoming. I will continue with my complaint in Bibb County Court.

I arrived home to find a letter from the Governor�s Office of Consumer Affairs. That have forwarded my complaint to Sears at Hoffman Estates, Illinois to Linda Evans, Claims Consultant in the Customer Support Department.

03/31/08 After one full month of exhaustive attempts to resolve this matter, I am filing a Statement of Claim in the Bibb Magistrate Court, Bibb

County, GA.

Comment On This

I own a 1995 GMC Jimmy- I have received service from Sears automotive for 2 years now. On 12/27/2008 Sears rotated and balanced my tires and an oil change for high mileage as my truck has nearly 160,000 miles. Total came to $94.68

Drain Plug was loose and leaking which was missed as Sears did my last oil change. My truck was in the shop for over 3 hours the part of the drain plug was not replaced or the oil pan.

Sears told me they would order the oil pan it is Friday, January 23, 2008 and the drain plug or oil pan parts were not ordered or replaced. I contacted Sears on several occasions following up with Managers Eric Masse and also Mike they apologized for associate dropping the ball of ordering the part said it should be in this week and they would contact me. No follow-up was made.

I went back to Sears on 1/18/2008 asking sears to check my alternator, battery, starter, and also coolant as my truck would not start right away. I would have to crank the truck 3 times. They came back and told me that everything was good! I told the Manager Mike before leaving that I did not want to take a chance leaving without any resolution and my truck dies. He said there was nothing he could do since the truck cranked. I also checked on my parts from previous service of drain plug and oil pan and they said I am sorry we dropped the ball and did not order the part it should be in later this week no ETA as it is coming from TN. They confirmed they would call when part arrived. No call has been made from Sears.

Monday afternoon 1/19/09 I went to start my truck and would not completely turn over. My battery was not dead so I knew it had to either be my fuel pump I replaced last year or the starter.

On 1/20/09 I contacted AAA to tow my vehicle to Zembowers who was referred by Sears they confirmed it was the starter. They wanted to charge me $400.00 including labor. I made a few phone calls to Discount Auto Parts and Auto Zone to quote a price of a starter. The price was $79.00- $115.00 including warranty on the part. I called Zembowers and told them I would have a friend take care of replacing the starter. I paid $46.40 for a diagnostic check to verify the starter is bad. I had my truck towed back to my house.

My friend and I went to Pep Boys to pick up a starter and he took out the old starter so I would not have to pay a core charge. The cost of starter $80.00 with a one year warranty. I had to call into work for the day.

On 1/21/2009 at 6:30am I left my house to go to work. I drove maybe 5 mins around the corner. I heard a loud noise it sounded like something fell from my truck. I pulled over checked under my truck and looked around to see what happened??!!

My left rear tire came completely off the truck it was laying side ways keeping the truck from not having any damage. I called AAA to have my truck towed back to Sears since they were the last shop that touched my tires. When the AAA Clerk arrived he was shocked to see what happened. I was lucky I was not on a major interstate my truck would have rolled I could have injured myself or others. I had the AAA associate check the others tires for lug nuts being loose. He verified at least 2 other tires had loose lug nuts. He tightened all of the lug nuts for me and put on tire back on my truck.

I advised the AAA truck driver to please tow my vehicle to Sears I wanted them to take care of my truck since I paid for a service they did not complete. I contacted Sears to let them know I am having my truck towed to them and explained what happened. I rode with the AAA driver and he had a passenger with him to the location of Sears. When I arrived the clerk inside I knocked on the door and he said we open at 8:00am it was 7:30am so I waited out in the cold instead of him letting me wait inside.

When Sears opened I told the clerk of the situation he said he would take care of it. The mechanic whom was female did my oil change and tire balance/ rotation was there. She came in to tell me I was missing a lug nut which I knew because of my tire falling off. I explained the situation told her I was not happy that something serious could of happened to me or someone else. I also said when are you planning to take care of the part of drain plug and oil pan.?? No comment but it will be in later this week but no ETA. They torqued all of my tires. I said I was not happy with the services I have received I missed days from work, my safety was in danger, my truck is still possibly leaking oil due to not completing work 12/27/08. The clerk at the counter said I am sorry for your inconvience. I asked him if they would replace the loose lug nut he said a manager would have to approve the part. Are you kidding me??!! I asked for a manager to please call me I left my cell #. Around 9:30 am Manager Mike called me who I dealt with before about my starter on 1/18/09. He said that he was sorry and he did not know how to deal with the situation and would talk to his boss for resolution of the situation. I did not receive a call back. Next business day 1/22/09 I contacted Sears in the afternoon as I have not received a return call from Sears. I spoke to Manager Eric Masse whom I have spoken to in the past as well. I asked him if other Mgr Mike informed him of my situation. He said yes oh the loose lug nut. I advised him it was more in depth than that. He said he was sorry and apologized that no one has returned my call. I explained I have paid for services not completed. My safety was in harm and they have no care in the world. I will have to return to their shop 1/24/09 to replace the drain plug and oil pan that will take 3 hours.

I told the manager how many times should a client have to come to your shop to have work completed at 100% and services I paid for. I have had my truck serviced 4 times in less than a month which is ridiculous. He said he was sorry and he would compensate me when I come in. I missed 2 days of work and paid money out of my pocket that Sears should have taken care of or offered a rental car.

I am disgusted how Sears treats their customers they take no responsibility of their actions and do not care of safety of lives or vehicles.