Sears Holdings Corporation

Well, I guess I should have read the reviews about online ordering from Sears first Ordered my husbands Christmas present only to find out it was on back order - would have to wait till the end of January for it however, they didn't wait one second to get my money I cancelled the order only to find out it would take to business days for my refund to be processed WHO does that? Taking a persons money on an item that is on back order is unheard of I will not ever, even if my life depended on it, shop at Sears again

Complaint: [redacted] I am rejecting this response because: I am very fluent in the English language and I can perfectly understand it I was a federal employee for years where all business is conducted in English It is completely that the advertisement advised that the free delivery offer did not apply to Puerto RicoIn addition, it makes no sense at all since distances in a x mi island are always shorter than distances in the continental USAThe only reason why I purchased the washer and dryer was because of this free delivery offerSears charges about $for a delivery in PRI want this money to be reimbursed to me because the advertisement never explained that PR was an exception to the offerSears must know that most people in PR are subscribed to cable tv, so they must be aware that there is no reason for us to believe that the offers are not available in PR because this would be a discriminatory practice They must CLEARLY specify this exception which they did not do in this caseAgain, I am requesting that the delivery payment be reimbursed to me and, more importantly, that they stop misleading advertisements Sincerely, [redacted]

" class="cuttext">src="data:image/png;base64,/9j/4AAQSkZJRgABAQEAYABgAAD/2wBDAAoHBwkHBgoJCAkLCwoMD...⇄ March 29, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] After a full review of [redacted] file it appears he is due back his full initial payment We have gone ahead and credited [redacted] Sears [redacted] account to this effect At this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value [redacted] as a customer and appreciate his patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]

Contact Name and Title: [redacted] Contact Email: [redacted] October 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated his concerns to [redacted] , District Service Manager, who states the following: There are some discrepancies regarding [redacted] complaintThe vehicle was in for a Tire RotationAfter the rotation was done [redacted] wife called me and said there was something dramatically wrong with her carI sent a tech to look over the car quick because she was so close and along the side of the roadI decided to have the car towed here so we could look at itWe found nothing wrong with the car that would have happened from a rotation and balanceWe rechecked the torque on the lug nuts and balance of the tires and everything was fineIt was at that time we mentioned all of the issues we saw under the car that are mentioned by [redacted] All of these are noted on the invoice [redacted] called me a liar and said the vehicle never acted like that before and that we must have done something to itIt was at that time when I felt that communication was impossible that I asked her to leave [redacted] also returned at a later date and said the issue was gone and she brought a friend with her to again accuse me of fixing a problem and covering it upAfter an hour or so of futile discussions I asked her to leaveAt no time do we ever say to [redacted] that she did need any under car workThat being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed 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 Complaints Specialist [redacted]

December 4, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Carter [redacted] Dear Ms [redacted] ,We have completed the investigation of Mrs [redacted] ’s complaint regarding her dissatisfaction with our customer service and the authorization of funds for a failed sears.com tire order.It is unfortunate that we failed Mrs [redacted] ’s expectations when she recently ordered tires from Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Upon receipt of this complaint, we revealed that Mrs [redacted] ’s order was cancelled before it completed processing and she was not charged Therefore, we do not have the information necessary to contact her account provider directly It was for this reason that she was asked to provide a fax number for her account provider With that having been said, it may be important to clarify that our system does place an authorization hold on our customer’s credit card when they place an order, but this is done solely to secure the funds needed for the order and the account is not charged until processing is complete If the order is canceled for any reason, our system automatically transmits an authorization reversal to the credit provider or bank Unfortunately, the exact amount of time until the hold is removed from the account is determined by the bank or credit card provider As such, the release of authorization is not controlled by Kmart and the time frame may vary Mrs [redacted] is welcome to contact Regulatory Complaint Specialist Nicki [redacted] directly, at [redacted] , for further assistance if at this time her records still show that the authorization has not been released.At this time, we can only reiterate that we truly regret any inconvenience Mrs [redacted] may have experienced We hope that in the future she will allow us the opportunity to provide her with a better representation of the type of customer service that we have built our reputation upon, but we would understand if this is not possible Since we have documented her concerns, we respectfully ask to have this matter closed pending the receipt of further information from Mrs [redacted] .We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Nicki [redacted] Regulatory Complaint Specialist1-800-762-Ext

January 24, [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 recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe 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 onlineWe offer our own merchandise as well as choices available from third-party vendorsFor 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 SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears 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 With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] ***, Winchester VA 22602, Email: [redacted] and telephone number ( [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [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, ptexts, and links to third party sitesWe 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 siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN 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 SITEReturns and Cancellations Products 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 policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details We forwarded the complaint filed and the seller [redacted] replied stating that they spoke with Ms [redacted] regarding the tracking number which showed that the item was delivered to her homeThe seller explained that Ms [redacted] indicated that someone must have stolen package off of her porchThe seller asked Ms [redacted] to contact the [redacted] to start a claim with them and then to get back with the sellerHowever, [redacted] never heard back from Ms [redacted] Regardless, as a onetime courtesy exception the seller agreed to issue the refundThe refund was processed on January 20, 2017, under return receipt number [redacted] for $The credit should post to her account within to business daysIn closure, since an equitable resolution has been provided, we have closed our file 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 / [redacted] (1000, 10, 2015/07/10) */ July 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - Sumaya [redacted] Dear Ms[redacted] : We have completed our investigation of Ms [redacted] complaint regarding service for her Kenmore refrigerator Upon receipt of Ms [redacted] complaint, we found that she had previously been in contact with MsLori [redacted] in our escalated complaint departmentMs [redacted] was able to provide assistance with the service dates for the refrigerator and the refrigerator was repairedMs [redacted] confirmed the refrigerator as working via email to Ms [redacted] on July 4, Ms [redacted] also had the maximum food loss reimbursement processed under the Master Protection agreement of $for Ms [redacted] If Ms [redacted] is still in need of assistance or she decides to cancel the MPA she can contact her case manager, Lori [redacted] at [redacted] ext**Since we have repaired Ms [redacted] refrigerator and processed the full limit of food loss under the MPA, we have closed our file We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com

October 13, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # - Tom [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] 's complaint regarding repairs for his mower It is unfortunate that we failed Mr [redacted] 's expectations regarding his recent repair experienceWe value Mr [redacted] 's 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 avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repair caused him any inconvenienceWe were willing to refund Mr [redacted] the $diagnostic fee but it is our understanding that he has disputed the charges with his bank; Mr [redacted] was informed by the Cardepartment that we would be accepting the charge backIf Mr [redacted] has not received credit for the $he may contact me directly and we will be happy to assist in the refundSince we have addressed Mr [redacted] 's concerns and noted his candid feedback we have closed our case We apologize to r [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com

October 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding pieces missing from the weaning kit she recently ordered from sears.com It is unfortunate that we failed [redacted] expectations when she recently placed an order on sears.comWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we contacted the vendor of this product and revealed that they had already been in contact with [redacted] and were waiting for her reply to inform them of which parts were missing from the kitThey have assured Sears that any pieces that may have been missing will be provided to [redacted] once she provides the necessary information [redacted] is welcome to contact [redacted] Products directly at [redacted] At this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future [redacted] will allow us an 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 possibleWe respectfully ask to have this matter closed, since we have noted [redacted] comments and an equitable resolution has been proposed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] ***

April 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding his outdoor patio set According to our records, the manufacturer shipped the necessary parts to [redacted] on March 31, In keeping with our return policy, a refund or exchange may not be requested after days from the purchase dateAdditionally, any damage must be reported within hours of deliveryAs such, we are not able to grant [redacted] request for a refund, but we have contacted the manufacturer, who arranged to ship him the needed parts as noted aboveAs a courtesy, we have issued a $credit to [redacted] account for the delayThis credit should reflect in 3-business days As this decision is commensurate to the circumstances, we have closed our file We apologize to [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]

Complaint: [redacted] I am rejecting this response because: I am requesting help as the rice cooker I ordered has no tracking number with it if they could assist with this I would great appreciate it sales check: [redacted] 5-Cup Rice Cooker - White Sincerely, [redacted] ***

July 25, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her laundry center and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her laundry center On July 25, 2016, our office was notified by the service unit that a replacement has been authorized for Ms [redacted] for customer satisfaction Based upon the features of Ms [redacted] current laundry center, it was determined that $1,would provide her with a comparable replacement under her Repair Protection Agreement (RPA Ms [redacted] is welcome to go to her local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist her Ms [redacted] will need to provide the telephone number on record, ( [redacted] to verify the replacement authorization The new laundry center will be delivered at no charge and the old unit removed The remaining RPA coverage will transfer to the new laundry center and run concurrently with the manufacturer’s warranty until it’s expiration on May 19, However, the manufacturer’s warranty will continue to run a full year from the date of delivery With that said, since we are providing Ms [redacted] with a replacement laundry center, 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

I engaged the services of Sears Carpet and Sir Duct Cleaning on 3/22/A service planned for $to clean air ducts, the technician suggested cleaning of furnace and all that lead to a total bill of $1,which I paid immediatelyAfter cleaning, he said my filter is dirty, at first I was surprised its not included in the bill, but I agreed I will like to change the filter, and he promised he will make an order on my behalfI guess the old filter should have remained in the furnace until a new one replaces itHowever, I returned home from office only to find my old filter on the corridor of my family roomI have tried the technician's number but no responseI have called customer care but the lady hang the phone on me after my complaintI will press charges if I confirm that my furnace has been covered without a filter for days now, and Sears not doing anything about itMy Sears invoice number is I have not entered the HVAC room yetSears services is a rip offBe careful !

October 2, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Bo [redacted] Dear Ms [redacted] : We have completed the investigation of [redacted] 's complaint regarding his purchased appliance After reviewing [redacted] 's complaint and our records, we were able to determine that on the day of Mr [redacted] 's delivery, September 9, 2015, his appliance did not meet his expectations and requested an exchangeOur records show that an exchange was processed and completed on September 23, For any inconvenience this may have caused, we issued Mr [redacted] a $gift cardWe ask Mr [redacted] to allow 7-business days to arrive via USPSWe hope that Mr [redacted] 's purchased appliance will provide him with long term satisfactionAt this time, since the delivery of Mr [redacted] 's purchased appliance has been completed and courtesy compensation was provided, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct - [redacted] I [redacted] @searsch.com

April 28, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience and Surprise Shop Your Way Reward points that he lost It is unfortunate that we failed [redacted] expectations and we can understand his frustration with the series of events detailed in his complaintWe 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 the orders we found that he was not charged to the form of payment he usedHowever, the Shop Your Way Rewards were deductedTo resolve this matter we have added $in Shop Your Way Reward points back to his accountAdditionally, we hope that in the future Upadhya 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 [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Contact Name and Title: [redacted] October 15, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] ' complaint regarding her dishwasher repair First, we would like to apologize to [redacted] for failing her expectations in regard to her dishwasher repairAdditionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkAccordingly, we forwarded [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressed On October 14, 2015, the part arrived; it appears that the part was not available locally nor was it readily available from the manufacturerWe apologize for any misinformation [redacted] may have received regarding the status of her orderWith that said, that same day, a technician installed the motor and returned the dishwasher to proper working order In summary, since we have completed the repair to [redacted] dishwasher, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

antonio [redacted] I bought a dishwasher on 7July for delivery on 15JulyWas given a time frame of 8AM to 12PMDish washer was never delivered nor notified by the deliver/install companyOrder was canceled by me on 15July

August 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Bonnetta [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe 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 onlineWe offer our own merchandise as well as choices available from third-party vendorsFor 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 SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears 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 With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms***’s case, the order was fulfilled by [redacted] located at EHallandale Beach BLVD Ste264, Hallandale FL 33009, Email [email protected] and telephone number (877) 509-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms***’s 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, ptexts, and links to third party sitesWe 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 siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN 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 SITEReturns and Cancellations Products 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 policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for detailsAfter reviewing the notes in Ms***’s order, we found that she made an effort to have the seller resolve the issueSince the seller did not agree to send a pre-paid return label, we have submitted a refund requestIf the product has not been shipped back, then Ms [redacted] may either keep or dispose of the item to her discretionA full refund will be issued back to the same form of payment within to business days In closure, since a refund has been provided, we have closed our file 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

April 22, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with sears.com customer service and failure to provide a refund for her Sears Purchase Protect plan It is unfortunate that we failed [redacted] expectations when she recently purchased a tablet and Sears Purchase Protect plan from 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 [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted With that having been said, we have pasted the portion of the Sears Purchase Protect plan that may pertain to [redacted] situation below, in case she is not yet familiar with it CANCELLATION AND REFUNDSYou may cancel this Agreement at any time for any reason by bringing this Agreement together with your sales receipt to any Sears retail store in the United StatesWe may cancel this Agreement if you fail to pay, make a material misrepresentation, or substantially breach your duties under this AgreementWe may also cancel this Agreement if the Covered Product does not have a legible model or serial number or is in a disassembled stateIf this Agreement is cancelled within the Sears Store Return policy or prior to the expiration of the manufacturer’s warranty for the Covered Product, excluding warranties covering component parts of the Covered Product, we will refund the total price you paid for this AgreementIf this Agreement is cancelled thereafter during the Term of coverage, we will refund the Total Price allocable to the remainder of the term prorated on a monthly basis for the Covered ProductAny refund will be made in the same form as the original payment of this AgreementUNDER NO CIRCUMSTANCES WHATSOEVER SHALL THE MONETARY RECOVERY EXCEED THE VALUE OF THE TOTAL PRICE YOU PAID FOR THIS AGREEMENT As stated in the Purchase Protect Plan brochure, [redacted] may visit www.searspurchaseprotect.com to receive answers to her questions about the plan or visit her local Sears store to request a refund At this time, we can only reiterate that we truly regret any inconvenience she may have experienced Additionally, we hope that in the future [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 [redacted] comments and provided her with instruction for receiving her preferred resolution 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] ***

August 23, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Alan T [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding A&E Factory Service First, we would like to apologize to Mr [redacted] for failing his expectations in regard to a recent dishwasher serviceWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] ’s complaint, we contacted Supervisor Ruben [redacted] with unit for assistance Mr [redacted] responded that a technician re-examined Mr [redacted] ’s dishwasher on August 16, While at Mr [redacted] ’s home, he called Sears Technical Assistance Center (STAC) for further assistance STAC suggested that the technician reset the dishwasher They further advised if the reset did not work, they would recommend replacing two parts After the technician reset the dishwasher, the unit worked Mr [redacted] was presented with an estimate but stated that he would test the unit for a while before making a decision on further repairs Mr [redacted] was not charged for the follservice call With that said, since we have completed the service to Mr [redacted] ’s dishwasher, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist