Sears Holdings Corporation

October 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Ms. [redacted]'s complaint regarding the service...

on her refrigerator.
After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigerator. We have processed a replacement and delivery is set for October 26, 2015. Ms. [redacted] has been provided with my direct contact information if she is still in need of assistance. In the mean time since it was our understanding that this resolution met with Ms. [redacted]'s approval, we have closed our file.
We apologize to Ms. [redacted] 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,
[redacted] L. [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted].L.[redacted]@searshc.com

December 10,
2015Nita [redacted]RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  # 10987435- David [redacted]   Dear Ms.
[redacted]:We have
completed our investigation of Mr. [redacted] complaint...

regarding a recent
order.  As clarification,
the terms of this offer were clear when it was presented to consumers prior to
placing their orders. The consumer was given a choice of the $100.00 credit or $200.00 in SYWR points. In fact, when placing the order,
the online sales system was set up to automatically default to the $100.00
credit so the consumer would have to choose the $200.00 in points if that is
what they wanted. The $100.00 credit was applied in their cart and it was
visible. Mr. [redacted] didn’t change it to reflect the $200.00 in points so
the $100.00 credit was applied to his order. This is also shown on the email
confirmation he was sent. It shows the promotions applied and it says: “Get
$100 off OR Members Choose
$200 back in points on Kenmore laundry front load pairs.” The issue seems to be
that due to a system error, the screen that confirms your order when you
finish, incorrectly stated that $200.00 in points had been earned. We want to
reiterate that this is after the terms were clearly noted at the beginning. At
this time, we are willing to provide Mr. [redacted] with $100.00 in SYWR
points as a courtesy, but we will not be issuing anything further. He does not
get both options; the offer was for one or the other. $200.00 was the maximum
value of this offer and that is what we are offering to provide Mr.
[redacted] with. If Mr. he is dissatisfied with that offer, we can pick up
his merchandise and provide him with a refund, which would make him whole.  Should Mr. [redacted] wish to accept either
option, he may contact me via email at Tammie.[redacted]@searshc.com during normal business hours and I will make
the necessary arrangements.  In light of
the aforementioned information, we respectfully ask that this matter be
considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this
matter. Please feel free to contact me if you have any further questions or
concerns.Sincerely,Tammie [redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]Tammie.[redacted]@searshc.com

Sears Auto Center
Birmingham, AL
Riverchase Galleria

1. We purchased cheap tires two years ago. The tires were so loud that we took them into Sears and told them we can't hear each other talk. The old tires still had plenty of tread. - Sears happily replaced our tires.
- The loud noise was still persistent. We returned to Sears to ask why and they advised we needed a new rear hub assembly. Basically, we replaced good tires for nothing because Sears didn't investigate what the loud noise could be.

2. We told Sears about a problem with our cooling fan. They replaced the fan motor (and a second fan without our knowledge). $619 went up to $815. Now our AC will not work. Sears attempted to fix the issue but couldn't and told us to take the car to the Dealership.
- Dealership stated two things
a. The second fan should NOT have been replaced
b. When removing the fan, Sears ripped a cable going to our AC compressor and tried to fix it...but it was a very bad fix. I paid the Dealership to replace the cord going to the compressor. They have photos and proof that this was a very new "fix"

3. I paid $800 for tires that I didn't need.
4. I paid $250 for a cord that Sears broke
5. I paid $250 for a fan that didn't need replacement.

June 19, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms[redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience.   As clarification, our online website hosts other retailers through our Sears Marketplace program. The 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 online. We offer our own merchandise as well as choices available from third-party vendors. For 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 Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears 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 Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted], 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 site. For Mr. [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, pop-up texts, and links to third party sites. We 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 site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN 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 SITE. Returns 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 policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.   With that said, as a onetime courtesy exception we have issued a full refund of $26.50 back to Mr. [redacted]. Additionally, he may either keep or dispose of the merchandise to his discretion. In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As this decision is in accordance to our posted terms and conditions, 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

I've been trying for weeks to arrange a repair for a washing machine. Now imagine this on repeat: I make an appointment. Techs don't show. Off shored call center gives random reason and will not provide a timely reschedule or refund. One time my wife and I called on the same day and they gave to completely different excuses. I'm beyond wits end. Ever notice that you can't find a fair review of a Sears product online? Don't bother and send your business elsewhere. Horrible customer service. I've already paid over $400 dollars and I've yet to receive services weeks later.

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Mary Beth [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have completed our investigation of Ms. [redacted]’s complaint regarding her washer.   We apologize that Ms. [redacted]’s washer failed to meet her expectations of longevity.  The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail.  We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty and or a service agreement has expired and covered repairs are not an option.  It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage.  In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers.  Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago.  It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property.  The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.   In Ms. [redacted]’s case she purchased her washer on January 24, 2011 as well as a four (4) year Master Protection Agreement (MPA) with the first year running concurrent with the manufactures one (1) year product warranty. Ms. [redacted]’s Master Protection Agreement expired on February 4, 2016. Ms. [redacted] chose not to renew the MPA.   Our records show that Ms. [redacted] contacted sears for service while still under her MPA starting in November 2015. There were five service orders for her washer all for her washer stopping mid cycle between November 2015 and June 2016. This appears to be an intermittent issue since on two of the service orders our service technician could not duplicate the issue and no repairs were done including the last service dated June 7, 2016. Due to the history of the repairs we will be happy to assist Ms. [redacted] and have a senior service technician provide a full diagnostic on the washer at no cost to her. Once we receive our service report we will be happy to look at resolution options under the terms and conditions of the MPA. Ms. [redacted] need only contact me directly at [redacted]-[redacted]-[redacted] to start this process. In the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file.   We apologize to Ms. [redacted] 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,   Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]-[redacted]-[redacted] direct Vanessa.L.[redacted]@searshc.com

July 20, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted] – Heather [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Ms. [redacted] complaint regarding the charges she was assessed for an in-home service call for her window AC unit.
 
We apologize that Ms. [redacted] was not made aware in advance that her unit needed to be made accessible in order to receive full service. Our technicians are not installers and are not prepared to have to pull and remove units by themselves that are located higher than the ground floor. With ground floor models they can just service on the outside of the home if they need to access the other side but this is not possible for windows on a second floor or higher. While we did not think to ask Ms. [redacted] about the location she also did not volunteer this information. With that said, as a one-time courtesy we are willing to give back our normally non-refundable trip/diagnostic fee of $109.00 even though this means we would not receive any payment for our trip to her home and the 47 minutes our technician spent there. In order to process this refund, we need Ms. [redacted] to contact us and provide the first 12 digits of her 16 digit Visa account number ending in [redacted] so that we can credit her account. In the interim, since we are willing to provide a refund we have closed our file pending her response.
 
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: [redacted]@searshc.com

May 9, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and failure to provide assistance with a Rockford Portable Power Source/Mini Jump Starter he purchased from sears.com.   The reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any product.  We understand how frustrating this can be to a consumer, and it is for this reason that Sears and most other retailers offer some sort of extended warranty coverage.  In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers.  Unfortunately, due to abuse of these courtesies, most retailers, including Sears, had to abstain from this process and curtail the widespread practice of making these exceptions.  With that having been said, it is our goal to provide quality merchandise to our customers and we are always concerned when something purchased from us fails.  When [redacted] contacted us he, his purchase exceeded our stated 30 day return period and he did not have additional coverage that would offer him a replacement, but his item was still within the manufacturer’s warranty period.  As such, we could only refer him to the manufacturer to request a repair or replacement through their warranty.    While we do empathize with [redacted] situation, Sears does not manufacture his product, nor is it one that our service units repair, and sears.com associates do not have the ability to exchange any item after the return period has expired.  For this reason, we can only suggest that he contact the manufacturer, [redacted] Products, [redacted] Telephone: [redacted] if he would like a repair or replacement.  Alternatively, we would be willing to offer [redacted] a gift card for $66.06, which was his final purchase amount for the jump starter, as a good will gesture.  If [redacted] would like to accept this offer, he is welcome to contact Regulatory Complaint Specialist [redacted], within 15 business days from the date of this letter.  We apologize for any inconvenience [redacted] may have experienced and respectfully ask to have this matter closed pending his response.    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]

October 13, 2016
Sears Holdings Corporation
[redacted]
Hoffman Estates, IL [redacted]
Dear SEARS Holdings Corp:
This letter is to complain about service I recently received from Sears online and in-store. I went into the Sears store at [redacted] Mall on March 8th of this year in hopes of purchasing a dress for my grand-daughter’s first Easter, I was successful at doing so and I purchased other items as well. My daughter was coming in town on March 12 to pick the dress up. However, when we removed the bag that was over the dress, we noticed that the Sears Associate [redacted], conveniently left the security bar attached to the dress. I do not understand why the security alarm didn’t go off when I left the store, but oh well. This is where I commend the Store Manager, Charles [redacted]: On March 15, 2016 I placed a call to him and advised him as to what happened. He was VERY helpful by telling me to come back into the store and they’ll take the security bar off and ship the dress to my daughter in South Carolina for free.
Ok, I’m a shop your way member, [redacted]and I often purchase items from either Sears or [redacted] This brings me to the recent fiasco with Sears. On October 2, 2016, I placed an order with Sears {order # [redacted]}, a diamond accent bracelet and a pair of Sterling Silver White Topaz Earrings. I was advised via email that the order would be to be no later than October 12…I received it on October 7 but it was only the bracelet. On October 8 {Saturday}, I called to Sears @ 800-[redacted] to inquire about the earrings and was advised by the representative that answered that my earrings would arrive that day. As the day progressed, no package. Ok, Monday, October 10 was a holiday and it didn’t arrive then. It was only when I called the customer service number again today is when I was advised that the order for the earrings were cancelled. But no one informed me of the cancellation. This is where my disappointment lies. At any rate, I spoke to a supervisor and he acted nonchalant about the situation which is why I’m sending this FORMAL complaint. I’m heavily disappointed in Sears and will make it my business to not purchase anything else from them and to ask family and friends to stop their purchases also repeatedly.

I will never deal with sears for any transaction. they talked to me into buying warranty for a refrigerator that I requested them to repair. I was left without a working fridge for a month due to them 1. ordering the wrong part, 2. the part arriving late twice and the appointment given to me are two weeks apart. No sympathy whatsoever.

I purchased a Sears [redacted]. after 17 months my refrigerator stopped working.
I purchased a service agreement at the suggestion of the repair man because the refrigerator was out of warranty. They have been here to fix the refrigerator twice and the condenser has been replaced once along with the circuit board.
Now I am told the condenser was most likely bad when it was installed. Now I am waiting till the end of the month to get a back ordered condenser.
I have been a month without a refrigerator already.
The best I can hope for is if it can't be repaired is $500. toward another refrigerator.

Complaint: [redacted]
I am rejecting this response because:
 
they have not fixed the pool pump yet. nobody has come out nor left a message or any form of communication after they called my wife that they will fix it.
that was only verbal....I need results...I need someone to come out and do what they said not just say it and email me that it was said...thank you
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/08/26) */
August 26, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: XXXXXXXX
Revdex.com File No: XXXXXXXX / [redacted]
Via: Revdex.com website
Dear Ms. [redacted]
I have...

been in correspondence with Mrs. [redacted] to address the boiler concerns. Mrs. [redacted] states their concern is with a furnace that was installed. The contract does not reflect a furnace installation but it does indicate a boiler was installed. I have requested that Mrs. [redacted] verify what is on the contract. I also requested that she send me any pictures or documentation pertaining to the damages to the granite floor and her correspondence with the district members. I have also informed Mrs. [redacted] that we may need to open a claim with our 3rd party claims administrator, [redacted], in regards to the oil spill concerns. In the meantime, I will continue to review the documentation I currently have on file in order to verify what the next steps are to provide a resolution for the [redacted]'s. I will continue to update you as necessary.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension [redacted], or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted]

I am very unhappy with Sears. Three years ago I had Sears install central AC in my home at the cost of 13,000. Every since it was installed it has been problems every year including the year it was installed. I have called Sears many times. The first time they replaced the coil, which I had to pay for the labor, the AC was only 2 months old at the time. Next it stopped working because the drain pan fills up. Had to have someone come empty the pan and get it running again. This happens every year. This year I have had 3 different contractors , including Sears, they were no help and charged 129.00. What we found out is that it was installed wrong. Cost 1,400.00 to fix that. Sears takes no responsibility for this mess. My husband is a disabled veteran needs the AC, but has cost us 2,000.00 on top of the initial cost. Not right! I will never shop with Sears again. Paulette [redacted]

Initial Business Response /* (1000, 11, 2015/10/22) */
October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]

We have completed the investigation of Mrs.[redacted] complaint...

regarding her Sears Auto Center experience.
It is unfortunate that we failed Mrs.[redacted] expectations when she recently visited our Sears Auto Center. We value her patronage and can understand her frustration with the events detailed in her complaint. While we feel the incident she described was likely the result of an innocent oversight by our technician, we can assure Mrs.[redacted] that we do not take such issues lightly. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience Mrs.[redacted] may have experienced and hope that in the future she will allow us an opportunity to provide her with a better example of 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 forwarded Mrs.[redacted] comments to the appropriate parties and no further resolution was requested.
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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 13, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Thank you to Sears for making this right, and I appreciate their professionalism and willingness to offer a solutions that, in essence, meets us halfway.
Sincerely,
[redacted]

Bough an item on July 2 and was expected to be delivered on July 22. I never received the item. I called on July 31 and they told me the order was cancelled even though they charged me for the item and never returned my money. I've had problems with sears in the past and kept telling myself never again but this time its final. Who cancels an order and doesnt issue a refund or at least contact the person. Terrible just terrible. I advise anyone else to do business with [redacted] or other businesses.

November 6,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted]      [redacted]We have
completed our investigation of [redacted]...

complaint regarding his grill.  According to our
records, [redacted] was contacted by a representative from our Home Office. When
they spoke, we offered to provide him with a credit for the delivery and
assembly fee he paid in the amount of $128.99 and he accepted.  We want to assure [redacted] that we have forwarded
his concerns with both the response he received from our chat personnel and the content
on our site for this particular item to the appropriate parties so that these
issues may be addressed. Since [redacted] indicated that this resolution met
with his approval, we respectfully ask that this matter be considered closed. 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]  [redacted]

February 16, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted] – Carrie B. [redacted]  
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’s complaint regarding the delay she encountered in receiving a repair on a washer at her rental property.
 
We would first note that we make no claims when setting service that our technician will have the part needed on his truck. This is because there are many parts that are model specific and it is not feasible to carry every variation on our trucks that might possibly be needed. When Ms. [redacted] contacted us November 27, 2015, the Friday after Thanksgiving, the soonest available service date we had was December 7, 2015. She chose to wait, and when our technician arrived on that day he found that an electronic control board was needed. Ms. [redacted] said something about paying extra to expedite this part, and while we did attempt to expedite it, we do not show that any extra was paid for this service. Unfortunately the part was not readily available from the manufacturer and there was a slight delay before they could ship it. Our records show the part arrived at Ms. [redacted]’s rental properly in the afternoon on December 15, 2015, and we were able to install it on December 18th. So it was 11 days after we ordered the part and not 3 weeks later as Ms. [redacted] references and we do not show the delay was due to an ordering error but rather because the part was on back-order. We also show that Ms. [redacted] was already given a 20% discount off of the total price of the repair so this saved her $94.77.
 
With that said, as a courtesy we would be willing to send her a check to reimburse her for the $45.00 she says she provided to her tenants for laundry expenses. We would just need her to confirm what mailing address and name she would like the check issued under. She is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at [redacted] to provide this information. As for her request to receive a refund in full for an issue that was outside our control as we have no way to ensure part availability, we do not find this reasonable and feel the discount she already received is appropriate to the situation. At this time, since we are willing to issue the $45.00 reimbursement since we consider this a reasonable request and are just pending confirmation of an address to send the check to, we have closed our file.
 
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com

March 8, 2016

class="InsideAddressName">
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the multiple repair attempts on his refrigerator.
We have received [redacted] complaint and after reviewing his service history, we can understand why he was frustrated with his experience.  Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present.  This is usually not discovered until the customer has a chance to let the item run for awhile.  Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location.  We understand that this can be frustrating when a customer has an atypical situation like [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur.  We would like to note that [redacted] had repair on 1/09/16 where the ice maker and water value were replaced.  At this time, [redacted] refrigerator is in the process of being repaired and is scheduled to have the ice maker replaced on March 19, 2016.  Should the ice maker not fix the issues with the unit, or should the refrigerator break within the next 90 days, our offices will replace the refrigerator under its Master Protection Agreement.  That 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 matter.  Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]