Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 11, 2015/08/13) */
August 13,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms.***
We have completed the investigation of Mr***
complaint regarding his dissatisfaction with the problems he encountered with the delivery of his refrigerator
As clarification, the initial refrigerator was delivered on July 7, and Mr.*** discovered that the refrigerator he purchased did not fit in the provided spaceOur records indicate that Mr.*** contacted us on July 14, to process an exchange because the refrigerator did not fitWe apologize that the associate misunderstood the issue and he processed an even exchange order for the same model refrigeratorThat same day, the store associate, *** called in to request an exchange on the refrigerator as well*** confirmed that Mr.*** wanted to exchange with a different model and wanted a price adjustment as wellIt was explained that an uneven exchange with a price adjustment request must be submitted electronically for our customer service to processIn order to prevent a 2nd charge to a customer's credit card for the new order, the process for an uneven exchange order can take 24-hours because the salescheck (receipt) must be internally cancelled an made available for use againWe informed both the store associate and Mr.*** that he would be contacted within 24-hours regarding the exchange and expected delivery informationRegrettably, the process for the salescheck availability took longer than expected and was not ready for use until July 19, This was a day delay from the processDuring this wait period, our notes indicate that that Mr.*** called in several times to check the status of the exchange orderHe was informed several times that it was in process and there was nothing more that could be done to expedite the processOn July 19, the exchange order was processed and the expected delivery date of the refrigerator model Mr.*** selected was scheduled to be delivered from the manufacturer on August 2, We would like to make it clear that we receive our availability and delivery information direct from the manufacturerBecause of the large selection of the merchandise we sell, we don't stock appliances in our warehousesThe product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customerOur customer's always have the option to reselect another model if they require a sooner delivery date
With that being said, we reached out to Mr.*** and explained the processWe apologized that the exchange process took days longer than expectedFor this delay, we offered Mr.*** a $gift card that he could use on a future purchase and he declined the offerWe feel that our offer is more than reasonable considering that the exchange order process was delay by daysThe remaining wait period was due to product availability from the manufacturer, which Sears is not able to changeIf Mr.*** would like to accept the offer, he can contact *** at (XXX) XXX-XXXX or via email at ***@searshc.com on or before August 24, Since the refrigerator was delivered on August 2, 2015, we have closed our file
Again, we apologize to Mr.*** and 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 13, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe that I have been adequately compensated for my difficulties
Thanks to all involved
***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Garage Solutions*** ***, Support Specialist from
Sears Garage Solutions provided the following response: Our records reflect that on Ms*** cancelled her order on December 17, Ms*** from our support center informed Ms*** that a refund would be processed and would take 3-business days before it would post to her credit cardIf Ms*** has any additional concerns she can reach me at *** Since we have noted the processing of Ms*** refund, 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 ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her Kenmore refrigerator On receipt of Ms***
complaint we were informed that an injury claim was opened with our claims processor, SedgwickThis injury claim was tendered to *** as the manufacture for handling*** offered Ms*** $for the injury claim of cut fingers, no stiches When we spoke to Ms*** she was not happy with the offer from *** and wanted Sears to make her a bigger offerShe was informed that since *** had accepted the injury claim she would need to discuss that aspect with them directly but we were willing to offer her an exchange for a different model since she was very upset with the model refrigerator she hasMs*** was informed that she had $to select, the amount she paid for the first refrigeratorMs*** was not pleased with this offer and Sears informed her for customer satisfaction reasons were we would return and refund her fully for the purchase, Ms*** declined this offer as wellAs of 12/5/Ms*** informed Sears that *** was replacing her refrigerator Since Ms***s refrigerator is being replaced by *** we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
September 8,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * Kevin R***
Dear *** ***
We have completed the investigation of MrR*** complaint regarding his dissatisfaction with the quality of his washer
and the quality of the service provided during the repair process
It is unfortunate that we failed MrR*** expectations when he recently scheduled a washer repairWe value MrR*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that MrR*** may have experiencedWe want to assure MrR*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We reviewed the initial service order and the technician replaced the gear case on May 18, and noted that the unit tested okHowever, MrR*** reported that the technician did not re-install a part inside the washer and did not haul away the other parts eitherAnother technician was assigned and returned on May 24, to replace the missing impeller capRegrettably, a month later, the washer failed again on July 23, and the tech replaced a failed stator and recalibrated the washer; the repair was completed on August 10, We apologize that the repair took longer than expected; however, it does not qualify for a replacement at this time
We would also like to note that on May 19, MrR*** also contacted our customer service department and reported his dissatisfaction with the service provided and that the technician caused water damage to his rugAt that time, a damage claim was submitted with *** our third party claims adjusterWe reached out to Rebecca S***, Claims Associate with *** regarding the status of MrR*** damage claim *** MsS*** stated that she made attempts to contact MrR*** via phone and also sent letters requesting photos, estimates and an itemized list of damagesSince MrR*** has not responded or provided the requested information, she has closed the file pending a response from MrR***If MrR*** has any questions regarding his claim, he can contact Rebecca S***, his claims examiner, at *** *** *nd reference claim *** We would like to clarify, once the claimant has been assigned a claim number through *** they provide an official response representing Sears*** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon *** actions; their decision on any claim is finalIn the interim, since MrR*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
We apologize to MrR*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
#Sears #awful
If you can't stand the heat, stay out of the kitchen: I went to SEARS.com, paid YOU the money, the consumer expects the burden to fall on YOU, not some 6-point-font disclaimer
I won't be using the gift card, not just because of your irrational policy of NOT reimbursing the same electronic gift card I used in the first place, but instead creating more work & expense for yourself, and wasting time with snail mail, by reimbursing me back on a separate card that I still haven't received, a full month after I placed the original order
#awful
July 30,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945*** - Kathy ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding the charge she was assessed for an estimate on her tractor and
her contention that it was not accurate
We would like to clarify that every repair or estimate we provide comes with a 90-day guaranteeIf we verify that we gave an inaccurate diagnosis, then we would certainly be willing to provide a full refundIn Ms***'s case though, we just have her verbal statement that replacing the battery corrected her issue and that there were not any problems with the carburetorWhile we are not doubting that a battery could have helped her issue also, that does not necessarily mean that there was nothing wrong with her carburetorFor the technician to have felt it needed to be replaced, he would have most likely observed some type of wear or buithat indicated it was not functioning as well as it should haveCarburetors are especially susceptible to bad or old gas, and the film this can cause on it can gunk it up and cause it to not function properlyDepending upon the amount of damage, sometimes it can be cleaned rather than replaced
With that said, our records show that as a courtesy, Ms*** was already refunded $of the $she spentThis was not because we agreed that the tractor was misdiagnosed but rather because $is the standard, and maximum, amount this group will provide whenever there is some type of billing disputeIf Ms*** truly feels she is entitled to a full refund, then we are willing to schedule an appointment to have a second technician assess the tractor and the carburetor to determine if there is any problem with itIf there is not, then we could issue her a refund for the remaining amount of $If there is something wrong with it, or if it is found to have recently been replaced, then Ms*** would owe a second trip fee of $plus taxIf she would like to schedule this, she can contact me via email at Dana.***@searshc.com or via phone at 512-***In the interim, since we have already met Ms*** more than halfway based solely on nothing but her word that our technician was incorrect, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsPlease be aware that I will be out of the office from the afternoon of August 7th, and will not be back until August 24th
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: 512-***
Email: Dana.***@searshc.com
May 17,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint regarding the problem he encountered when he attempted to
pihis online order at the Sear Hometown store and the customer service he received
We apologize for the delay in responding to this complaintWe forwarded this matter to the District Manager for Hometown Store *** to research and are currently awaiting his responseWe are committed to providing a fair and equitable resolution and ask that Mr*** allow us ten business days to come to a decisionIn the interim, should Mr*** have any questions, he may contact me directly at ***
We apologize to Mr*** and 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
*** *** ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #- Alicia ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding the charges she was assessed for a dishwasher
service call
We would first like to clarify that Ms*** mother appears to have set the service call up, we assume via our website, and she did not link to the warranty record under Ms*** name, so the service order was never linked to a product with warranty coverageWhich meant the service call was scheduled as a "collect" or a cash callWith that said, the service that ended up being needed, would not have been covered under the warranty even if it was set up properlyThat is because the manufacturer does not cover any service calls that are not as a result of a defect in material or workmanshipIn this case, there was an electrical issue that had kept it from working and not a problem with the dishwasher itself
We would note though, that even though there would have been a charge either way, the charge should just have been our minimum trip/diagnostic feeThe only time we would charge over that would be if we explained in advance what the additional charge would be and secured the appliance owner's agreementIn this case, it sounds like the technician did not realize he could close the order out as "declined estimate" and it would have then only charged the minimum feeDue to the fact that the issue was not resolved when the technician reached out to his manager, and that the technician did not call to get the dishwasher placed under the correct warranty record even if the service was not covered, as a courtesy we have refunded Ms*** in fullThis was processed as a credit for $to her Visa card ending in It should release on our end within the next 2-business days and then post to her account approximately 1-business days after that; the exact time for posting is dependent upon the card issuer's policies governing refundsIf she is unable to confirm that it posted by October 23, 2015, she is welcome to contact me via email at Dana.***@searshc.com or via phone at *** In the interim, since we have agreed to refund Ms*** in full and are just waiting for her to receive this, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: Dana.***@searshc.com
October 20, Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator and her request
for a replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms***’s Master Protection Agreement (MPA). Based upon the features of Ms***’s current refrigerator, it was determined that $1,would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on October 20, 2016, explaining the replacement process and she received a call from the Kristin Jones with 8409. As stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her. Ms*** will need to provide the telephone number on record, ###-###-####, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 8, With that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me. I had no luck with getting help with my non-operational refrigerator until I contacted my local news channelThe sears corporate office never called meThey sent emails telling me to call the same phone number I called many timesThey would tell me I had to wait for the repairman to come out and try to fix it. Once *** * news in my area contacted Sears then I had a new refrigerator within a week after not having one for several weeksI am very grateful for their help but Sears should take better care of their customersI should never have had to call a local news channel for help.
Sincerely,
Stephanie F*
June 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the repair of his leaf
blower
Upon receiving Mr*** complaint, we escalated his concerns to *** *** Lead CarCustomer Escalation Team Member, who contacted Mr*** and explained his issue. Based on the repair issues, Mr*** approved $to replace the leaf blower to which Mr*** agreed. That being said, because we approved the exchange of Mr*** leaf blower, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
***
***
May 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order experience and
non-receipt of assembly for the treadmill It is unfortunate that we failed Mr*** expectations as we value his patronageWe can understand his frustration with the series of events noted in the complaintWe apologize for the delay that occurred, and we can assure that Mr*** concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the order, we showed that Sears Online submitted a request to the assembly team to contact the *** and schedule an appointmentWe followed up with Mrs*** and confirmed that the treadmill was assembled shortly after the complaint was filedAdditionally, we hope that in the future the *** will allow us another opportunity to provide them with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Blair Freedman #*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Shop Your Way Reward (SYWR) pointsSears records indicate that Mr
*** was provided with 200,SYWR points on January 21, for keeping a washer that was delivered to his homeAfter the washer was installed it was ultimately replaced with a *** washer and the aforementioned points were removedAs a gesture of good customer service we have added 200,SYWR points to Mr*** accountThat said we have closed our file 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** *** I understand that I will not get a refundYes it is years old but look at how many times it has been in the shopSo I didn't get the full benefits from the productI just will not buy anything else from SearsThey have lost me as a customer
Complaint: ***
I am rejecting this response because: The consumer in California is protected against defective productsBy any reasonable standard, a brand new Stainless Steel BBQ that is barely months old and that is continuously covered from day and well taken would be rendered "defective" if it rusts that quickly
Sincerely,
Ahmad ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** ** *** Dear Ms*** This letter will acknowledge receipt of the above referenced customer complaint, which was referred to our office for
responseThis matter has been forwarded to the appropriate Sears unit for investigation. We called Mr*** and left a message requesting callback in reference to his concernsUpon completion of our investigation, your office will receive a response to confirm resolution of the complaintPlease feel free to contact me if you have any further questions or concerns We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
August 26,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Ian ***
Dear Ms***,
We have completed the investigation of Mr***
complaint regarding his recent online experience
We would first like to note that we strive to provide our Sears and Kmart.com customers with accurate information, including pricing, availability, and product description on all products availableWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be availableShould we discover that we do not have enough stock to fill all the orders that have been placed; we have no other recourse than to cancel the sale since the merchandise is no longer availableWhen this happens, an email is automatically generated to inform our customers about their ordersIn Mr*** case, he was unable to add the item to his cart since the item was unavailableAs such, we have notified Sears Online to update the webpage accordingly
With that said, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business, it is possible for merchandise to be ordered and then later be found to not be available, which is why most online merchants have terms and conditions that are similar to oursWe sincerely apologize to Mr*** for any inconvenience that he may have experienced due to this issueWe have also included a copy of our disclaimer below:
Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE KMART SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE KMART SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE KMART SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE KMART SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE KMART SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE KMART SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE KMART SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
Kmart reserves the right to refuse or cancel any orders placed for products and/or services which the sale or use of such products and/or services in your State is restricted or prohibitedIn the event of a pricing error on Kmart.com, Kmart reserves the right to cancel any orders resulting from such pricing errors
To properly serve all customers, Kmart reserves the right to limit quantitiesIn this case, only one (1) of this limited quantity item may be placed in your shopping cartKmart further reserves the right to cancel multiple orders of the limited quantity item purchased by the same Kmart.com User and/or shipped to the same delivery address
Kmart may display advertising prints for products sold through the Kmart SiteKmart attempts to display the colors of the products shown on the Kmart Site as accurately as possibleHowever, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the computer monitor used by you
We apologize again if we have failed Mr*** expectations and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a gesture of goodwill, we would like to offer Mr*** a 10% discount on his next orderAdditionally, we hope that in the future Mr*** 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 Mr*** concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
January 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his dishwasher repair
It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his dishwasherWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. Parts were ordered on January 6, 2017, and the technician returned on January 11, 2017. Unfortunately, two more parts were needed, a control board and panelThese parts were ordered and the technician installed them on January 18, 2017; completing the repair. Mr*** was not charged for the follrepairs. Additionally, as a courtesy, we have submitted a refund request for $65.53, since the repair took longer than expected. Mr*** should see a refund post to his *** account ending in *** in the next five to seven days. With that said, since we have documented Mr*** concerns with the repair process and we have completed the repair to his dishwasher, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 11, 2015/08/13) */
August 13,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms.***
We have completed the investigation of Mr***
complaint regarding his dissatisfaction with the problems he encountered with the delivery of his refrigerator
As clarification, the initial refrigerator was delivered on July 7, and Mr.*** discovered that the refrigerator he purchased did not fit in the provided spaceOur records indicate that Mr.*** contacted us on July 14, to process an exchange because the refrigerator did not fitWe apologize that the associate misunderstood the issue and he processed an even exchange order for the same model refrigeratorThat same day, the store associate, *** called in to request an exchange on the refrigerator as well*** confirmed that Mr.*** wanted to exchange with a different model and wanted a price adjustment as wellIt was explained that an uneven exchange with a price adjustment request must be submitted electronically for our customer service to processIn order to prevent a 2nd charge to a customer's credit card for the new order, the process for an uneven exchange order can take 24-hours because the salescheck (receipt) must be internally cancelled an made available for use againWe informed both the store associate and Mr.*** that he would be contacted within 24-hours regarding the exchange and expected delivery informationRegrettably, the process for the salescheck availability took longer than expected and was not ready for use until July 19, This was a day delay from the processDuring this wait period, our notes indicate that that Mr.*** called in several times to check the status of the exchange orderHe was informed several times that it was in process and there was nothing more that could be done to expedite the processOn July 19, the exchange order was processed and the expected delivery date of the refrigerator model Mr.*** selected was scheduled to be delivered from the manufacturer on August 2, We would like to make it clear that we receive our availability and delivery information direct from the manufacturerBecause of the large selection of the merchandise we sell, we don't stock appliances in our warehousesThe product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customerOur customer's always have the option to reselect another model if they require a sooner delivery date
With that being said, we reached out to Mr.*** and explained the processWe apologized that the exchange process took days longer than expectedFor this delay, we offered Mr.*** a $gift card that he could use on a future purchase and he declined the offerWe feel that our offer is more than reasonable considering that the exchange order process was delay by daysThe remaining wait period was due to product availability from the manufacturer, which Sears is not able to changeIf Mr.*** would like to accept the offer, he can contact *** at (XXX) XXX-XXXX or via email at ***@searshc.com on or before August 24, Since the refrigerator was delivered on August 2, 2015, we have closed our file
Again, we apologize to Mr.*** and 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 13, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe that I have been adequately compensated for my difficulties
Thanks to all involved
***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Garage Solutions*** ***, Support Specialist from
Sears Garage Solutions provided the following response: Our records reflect that on Ms*** cancelled her order on December 17, Ms*** from our support center informed Ms*** that a refund would be processed and would take 3-business days before it would post to her credit cardIf Ms*** has any additional concerns she can reach me at *** Since we have noted the processing of Ms*** refund, 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 ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her Kenmore refrigerator On receipt of Ms***
complaint we were informed that an injury claim was opened with our claims processor, SedgwickThis injury claim was tendered to *** as the manufacture for handling*** offered Ms*** $for the injury claim of cut fingers, no stiches When we spoke to Ms*** she was not happy with the offer from *** and wanted Sears to make her a bigger offerShe was informed that since *** had accepted the injury claim she would need to discuss that aspect with them directly but we were willing to offer her an exchange for a different model since she was very upset with the model refrigerator she hasMs*** was informed that she had $to select, the amount she paid for the first refrigeratorMs*** was not pleased with this offer and Sears informed her for customer satisfaction reasons were we would return and refund her fully for the purchase, Ms*** declined this offer as wellAs of 12/5/Ms*** informed Sears that *** was replacing her refrigerator Since Ms***s refrigerator is being replaced by *** we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
September 8,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * Kevin R***
Dear *** ***
We have completed the investigation of MrR*** complaint regarding his dissatisfaction with the quality of his washer
and the quality of the service provided during the repair process
It is unfortunate that we failed MrR*** expectations when he recently scheduled a washer repairWe value MrR*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that MrR*** may have experiencedWe want to assure MrR*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We reviewed the initial service order and the technician replaced the gear case on May 18, and noted that the unit tested okHowever, MrR*** reported that the technician did not re-install a part inside the washer and did not haul away the other parts eitherAnother technician was assigned and returned on May 24, to replace the missing impeller capRegrettably, a month later, the washer failed again on July 23, and the tech replaced a failed stator and recalibrated the washer; the repair was completed on August 10, We apologize that the repair took longer than expected; however, it does not qualify for a replacement at this time
We would also like to note that on May 19, MrR*** also contacted our customer service department and reported his dissatisfaction with the service provided and that the technician caused water damage to his rugAt that time, a damage claim was submitted with *** our third party claims adjusterWe reached out to Rebecca S***, Claims Associate with *** regarding the status of MrR*** damage claim *** MsS*** stated that she made attempts to contact MrR*** via phone and also sent letters requesting photos, estimates and an itemized list of damagesSince MrR*** has not responded or provided the requested information, she has closed the file pending a response from MrR***If MrR*** has any questions regarding his claim, he can contact Rebecca S***, his claims examiner, at *** *** *nd reference claim *** We would like to clarify, once the claimant has been assigned a claim number through *** they provide an official response representing Sears*** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon *** actions; their decision on any claim is finalIn the interim, since MrR*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
We apologize to MrR*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
#Sears #awful
If you can't stand the heat, stay out of the kitchen: I went to SEARS.com, paid YOU the money, the consumer expects the burden to fall on YOU, not some 6-point-font disclaimer
I won't be using the gift card, not just because of your irrational policy of NOT reimbursing the same electronic gift card I used in the first place, but instead creating more work & expense for yourself, and wasting time with snail mail, by reimbursing me back on a separate card that I still haven't received, a full month after I placed the original order
#awful
July 30,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945*** - Kathy ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding the charge she was assessed for an estimate on her tractor and
her contention that it was not accurate
We would like to clarify that every repair or estimate we provide comes with a 90-day guaranteeIf we verify that we gave an inaccurate diagnosis, then we would certainly be willing to provide a full refundIn Ms***'s case though, we just have her verbal statement that replacing the battery corrected her issue and that there were not any problems with the carburetorWhile we are not doubting that a battery could have helped her issue also, that does not necessarily mean that there was nothing wrong with her carburetorFor the technician to have felt it needed to be replaced, he would have most likely observed some type of wear or buithat indicated it was not functioning as well as it should haveCarburetors are especially susceptible to bad or old gas, and the film this can cause on it can gunk it up and cause it to not function properlyDepending upon the amount of damage, sometimes it can be cleaned rather than replaced
With that said, our records show that as a courtesy, Ms*** was already refunded $of the $she spentThis was not because we agreed that the tractor was misdiagnosed but rather because $is the standard, and maximum, amount this group will provide whenever there is some type of billing disputeIf Ms*** truly feels she is entitled to a full refund, then we are willing to schedule an appointment to have a second technician assess the tractor and the carburetor to determine if there is any problem with itIf there is not, then we could issue her a refund for the remaining amount of $If there is something wrong with it, or if it is found to have recently been replaced, then Ms*** would owe a second trip fee of $plus taxIf she would like to schedule this, she can contact me via email at Dana.***@searshc.com or via phone at 512-***In the interim, since we have already met Ms*** more than halfway based solely on nothing but her word that our technician was incorrect, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsPlease be aware that I will be out of the office from the afternoon of August 7th, and will not be back until August 24th
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: 512-***
Email: Dana.***@searshc.com
May 17,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint regarding the problem he encountered when he attempted to
pihis online order at the Sear Hometown store and the customer service he received
We apologize for the delay in responding to this complaintWe forwarded this matter to the District Manager for Hometown Store *** to research and are currently awaiting his responseWe are committed to providing a fair and equitable resolution and ask that Mr*** allow us ten business days to come to a decisionIn the interim, should Mr*** have any questions, he may contact me directly at ***
We apologize to Mr*** and 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
*** *** ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #- Alicia ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding the charges she was assessed for a dishwasher
service call
We would first like to clarify that Ms*** mother appears to have set the service call up, we assume via our website, and she did not link to the warranty record under Ms*** name, so the service order was never linked to a product with warranty coverageWhich meant the service call was scheduled as a "collect" or a cash callWith that said, the service that ended up being needed, would not have been covered under the warranty even if it was set up properlyThat is because the manufacturer does not cover any service calls that are not as a result of a defect in material or workmanshipIn this case, there was an electrical issue that had kept it from working and not a problem with the dishwasher itself
We would note though, that even though there would have been a charge either way, the charge should just have been our minimum trip/diagnostic feeThe only time we would charge over that would be if we explained in advance what the additional charge would be and secured the appliance owner's agreementIn this case, it sounds like the technician did not realize he could close the order out as "declined estimate" and it would have then only charged the minimum feeDue to the fact that the issue was not resolved when the technician reached out to his manager, and that the technician did not call to get the dishwasher placed under the correct warranty record even if the service was not covered, as a courtesy we have refunded Ms*** in fullThis was processed as a credit for $to her Visa card ending in It should release on our end within the next 2-business days and then post to her account approximately 1-business days after that; the exact time for posting is dependent upon the card issuer's policies governing refundsIf she is unable to confirm that it posted by October 23, 2015, she is welcome to contact me via email at Dana.***@searshc.com or via phone at *** In the interim, since we have agreed to refund Ms*** in full and are just waiting for her to receive this, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: Dana.***@searshc.com
October 20, Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator and her request
for a replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms***’s Master Protection Agreement (MPA). Based upon the features of Ms***’s current refrigerator, it was determined that $1,would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on October 20, 2016, explaining the replacement process and she received a call from the Kristin Jones with 8409. As stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her. Ms*** will need to provide the telephone number on record, ###-###-####, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 8, With that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
*
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me. I had no luck with getting help with my non-operational refrigerator until I contacted my local news channelThe sears corporate office never called meThey sent emails telling me to call the same phone number I called many timesThey would tell me I had to wait for the repairman to come out and try to fix it. Once *** * news in my area contacted Sears then I had a new refrigerator within a week after not having one for several weeksI am very grateful for their help but Sears should take better care of their customersI should never have had to call a local news channel for help.
Sincerely,
Stephanie F
June 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the repair of his leaf
blower
Upon receiving Mr*** complaint, we escalated his concerns to *** *** Lead CarCustomer Escalation Team Member, who contacted Mr*** and explained his issue. Based on the repair issues, Mr*** approved $to replace the leaf blower to which Mr*** agreed. That being said, because we approved the exchange of Mr*** leaf blower, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because:
Sincerely,
Pierre B***
May 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order experience and
non-receipt of assembly for the treadmill It is unfortunate that we failed Mr*** expectations as we value his patronageWe can understand his frustration with the series of events noted in the complaintWe apologize for the delay that occurred, and we can assure that Mr*** concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the order, we showed that Sears Online submitted a request to the assembly team to contact the *** and schedule an appointmentWe followed up with Mrs*** and confirmed that the treadmill was assembled shortly after the complaint was filedAdditionally, we hope that in the future the *** will allow us another opportunity to provide them with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Blair Freedman #*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Shop Your Way Reward (SYWR) pointsSears records indicate that Mr
*** was provided with 200,SYWR points on January 21, for keeping a washer that was delivered to his homeAfter the washer was installed it was ultimately replaced with a *** washer and the aforementioned points were removedAs a gesture of good customer service we have added 200,SYWR points to Mr*** accountThat said we have closed our file 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** *** I understand that I will not get a refundYes it is years old but look at how many times it has been in the shopSo I didn't get the full benefits from the productI just will not buy anything else from SearsThey have lost me as a customer
Complaint: ***
I am rejecting this response because: The consumer in California is protected against defective productsBy any reasonable standard, a brand new Stainless Steel BBQ that is barely months old and that is continuously covered from day and well taken would be rendered "defective" if it rusts that quickly
Sincerely,
Ahmad ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** ** *** Dear Ms*** This letter will acknowledge receipt of the above referenced customer complaint, which was referred to our office for
responseThis matter has been forwarded to the appropriate Sears unit for investigation. We called Mr*** and left a message requesting callback in reference to his concernsUpon completion of our investigation, your office will receive a response to confirm resolution of the complaintPlease feel free to contact me if you have any further questions or concerns We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
August 26,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Ian ***
Dear Ms***,
We have completed the investigation of Mr***
complaint regarding his recent online experience
We would first like to note that we strive to provide our Sears and Kmart.com customers with accurate information, including pricing, availability, and product description on all products availableWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be availableShould we discover that we do not have enough stock to fill all the orders that have been placed; we have no other recourse than to cancel the sale since the merchandise is no longer availableWhen this happens, an email is automatically generated to inform our customers about their ordersIn Mr*** case, he was unable to add the item to his cart since the item was unavailableAs such, we have notified Sears Online to update the webpage accordingly
With that said, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business, it is possible for merchandise to be ordered and then later be found to not be available, which is why most online merchants have terms and conditions that are similar to oursWe sincerely apologize to Mr*** for any inconvenience that he may have experienced due to this issueWe have also included a copy of our disclaimer below:
Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE KMART SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE KMART SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE KMART SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE KMART SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE KMART SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE KMART SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE KMART SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE KMART SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
Kmart reserves the right to refuse or cancel any orders placed for products and/or services which the sale or use of such products and/or services in your State is restricted or prohibitedIn the event of a pricing error on Kmart.com, Kmart reserves the right to cancel any orders resulting from such pricing errors
To properly serve all customers, Kmart reserves the right to limit quantitiesIn this case, only one (1) of this limited quantity item may be placed in your shopping cartKmart further reserves the right to cancel multiple orders of the limited quantity item purchased by the same Kmart.com User and/or shipped to the same delivery address
Kmart may display advertising prints for products sold through the Kmart SiteKmart attempts to display the colors of the products shown on the Kmart Site as accurately as possibleHowever, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the computer monitor used by you
We apologize again if we have failed Mr*** expectations and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a gesture of goodwill, we would like to offer Mr*** a 10% discount on his next orderAdditionally, we hope that in the future Mr*** 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 Mr*** concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
January 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his dishwasher repair
It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his dishwasherWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. Parts were ordered on January 6, 2017, and the technician returned on January 11, 2017. Unfortunately, two more parts were needed, a control board and panelThese parts were ordered and the technician installed them on January 18, 2017; completing the repair. Mr*** was not charged for the follrepairs. Additionally, as a courtesy, we have submitted a refund request for $65.53, since the repair took longer than expected. Mr*** should see a refund post to his *** account ending in *** in the next five to seven days. With that said, since we have documented Mr*** concerns with the repair process and we have completed the repair to his dishwasher, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist