Sears Holdings Corporation

Contact Name and Title: MELISSA [redacted]
October 29, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Douglas [redacted] - # 94575801
Dear Ms. [redacted]:
We have completed our investigation Mr....

[redacted]' complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Mr. [redacted]' concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Mr. [redacted]' complaint, so that future problems can be averted.
On October 28, 2015, the technician returned to Mr. [redacted]' home to install a new control board. Once the part was installed, the refrigerator was tested and found to be operating properly. Additionally, Barbara Phillips with unit 7744 spoke with Mrs. [redacted] after the repair and she indicated that she satisfied with the service and the refrigerator was working great. Again, we sincerely regret any inconvenience Mr. [redacted] may have experienced due to the delay in repairing his refrigerator. As a conciliatory gesture, our office processed a three-month extension to Mr. [redacted]' Master Protection Agreement (MPA); the coverage now expires on February 11, 2018. Lastly, our records show that our Protection Agreement Department issued a $50.00 check on October 28, 2015, that Mr. [redacted] should receive within the next two weeks. With that said, since we have completed the repair to Mr. [redacted]' refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist

Well I don't review positive or negative but in this case sears has made me so disappointed that I have to review them. I purchased all of my kitchen appliances as well as my washer and dryer from them at the beginning of September. The sales man was excellent delivery was not as good. Then at the end of September I decided to get a new furnace from them. A different sales man came to my home and again was great. This is were sears lost my future business the delivery of my furnace took a month after which they told me it couldn't be installed. I called them and spoke to the store manager who was rude to me after which I requested my money back. That took another month and calling a dozen times just to get my money back. Now it's November 20th and low and behold the dryer I purchased started to smoke and spark. I called customer service and they told me it'll take until December till a repair man can come out to fix it. I WILL NEVER BUY FROM SEARS AGAIN! I would also not recommend them to anyone.

Initial Business Response /* (1000, 11, 2015/08/12) */
August 12, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted]
Dear Ms.[redacted]:
We have completed the investigation of Ms. [redacted] complaint...

regarding her dissatisfaction with the range she purchased.
We apologize that Ms.[redacted] range failed to meet her expectations. Ms. [redacted] seems to believe that her range is defective somehow. However, there are no known defects or recalls reported by the manufacturer on Ms.[redacted] model. 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 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 this process and curtail the widespread practice of making these exceptions. 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. Ms. [redacted] did purchase extended coverage, but she let it lapse in January of this year and her manufacturer's warranty expired in 2013. Accordingly, any repair or replacement costs would now be her responsibility.
According to the return policy listed on Ms. [redacted] purchase receipt, she had ninety days to return or exchange the range if dissatisfied. If there had been some sort of defect, we feel it would have been manifest much sooner, but the first request for service we have on file took place on September 1, 2014. That date would have been over two years from when she made her purchase. The last repair took place almost a year ago, in November of 2014. We do guarantee any repairs made, but only for 90 days. A range is a machine with moving and electrical parts that may fail after a certain period of time. Furthermore, there are many reasons why a range may catch fire. The most common would typically be failure to clean grease residue from the unit thoroughly.
As we noted above, we will not be able to grant Ms. [redacted] request for a replacement. However, we are willing to provide her with a 15% discount should she wish to purchase a new range from Sears. This would be on top of any current sale prices, but not applicable to clearance, closeout, floor model, previously used or outlet merchandise. We strongly feel this is in all probability much more than any of our competitors would offer in this situation given the age of the product and the fact that the decision was made not to purchase an extended service contract. Should Ms. [redacted] decide to accept our offer, I may be reached during normal business hours via email at [redacted]@searshc.com. This offer is only valid for 45 days from the date of this letter; after that, it will be null and void. Otherwise, since we are unable to provide a replacement due to the aforementioned reasons, but we have proposed an alternate resolution as a courtesy, we ask that this matter be closed.
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,
[redacted]
Regulatory Complaint Specialist
(XXX) XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 13, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because when I told the man but he was there that the inner peace was not holding right and connection still was not able to fit right he said to move the prongs out on the eye to make it fit in there right I told him since it was not properly replaced that it was going to catch fire he said no it won't and he had replied I fixed it the way they told me to and he left
Final Business Response /* (4000, 16, 2015/08/24) */
August 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #94562026-[redacted] M. [redacted]

Dear Ms.[redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her range.
As we stated before, Ms. [redacted] range is not covered by any warranty and her last repair was performed almost a year ago. As such, any repair or replacement costs would be her responsibility. This issue is usually caused by failure to properly install the element after cleaning. It can also be exacerbated by canning or using the same burner to cook for continuously long periods of time. A special canning element is needed if someone is going to do that type of cooking or the element will fail. In light of the aforementioned information, we respectfully ask that this matter remain closed.
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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
[redacted]@searshc.com

May 23, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

  [redacted]   [redacted]   We have completed our investigation of [redacted] complaint regarding her service experience with a Sears contracted service provider.   On receipt of [redacted] complaint we reached out to our Authorized service provider management department. Ms. [redacted] confirmed with our management team that the refrigerator is working properly at this time. We value [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted.  We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenience. We respectfully ask that this matter be closed, since we have repaired [redacted] refrigerator and noted her candid feedback.   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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

September 19, 2016
 
0in 0pt" class="InsideAddressName">Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Gayle [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted] complaint regarding the repair of her laundry center.
 
We have reviewed Ms. [redacted] service history and our records show that her laundry center was repaired on September 1, 2016 and is now working as designed.  While we understand that Ms. [redacted] is dissatisfied with her unit, she purchased her laundry center on September 4, 2015 and is well outside of her 30 day return period.  Unfortunately, a refund is not an option at this point.  Should her unit fail, repair will be needed rather than replacement.  That being said, because we have repaired Ms. [redacted] laundry center, we respectfully request this complaint be closed.
 
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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

Revdex.com:
I'm confused by [redacted] response. He did call me last week and left a voice message that Sears would make the requested refund in the form of a gift card. He said that he would not be in the office the next day so I would not be able to get ahold of him but he would call me the following day. He did not do that. In the meantime, another Sears Outlet employee called and emailed me yesterday to resolve getting the gift card to me. We agreed that they would mail it to me. So I do find the resolution satisfactory -- when the gift card arrives of course.
Sincerely,
[redacted]

March 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her...

dissatisfaction that she has not received her refund for the return of the treadmill. Upon receipt of [redacted] complaint we researched and confirmed that the treadmill was returned on March 13, 2016 and the refund was issued on March 16, 2016. Our records indicate that [redacted] contacted the store on March 13, 2016 and again March 15, 2016 to check the status of her refund. [redacted] was informed that she would receive the refund within 7 – 10 business days. [redacted] called our delivery customer service team on March 23, 2016 to inquire about her refund and since she was still within the 7-10 business day time frame; she was provided the same information. On March 25, 2016 [redacted] contacted our Customer Solutions team and was informed that the refund had been issued on March 16, 2016. As clarification, a refund is issued in the form of the initial payment. Since [redacted] paid with a debit card, it is considered a cash payment and the refund was issued via a bank check and mailed to the address listed on this complaint. We apologize if [redacted] was not informed by the store associate that the refund would be issued in the form of a bank check. If [redacted] has not received the refund check before the end of the day on March 29, 2016, she can contact her case manager [redacted] for further research. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]

Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611  

align="left">  Re: Christian [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his range. Our records indicate that on August 5, 2016, a new window pack was installed in his range. The technician noted that the install was completed. If there are any outstanding issues, Mr. [redacted] can contact Melony [redacted] at [redacted]. Since we have noted the installation of the window pack, we ask that this complaint be 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 [redacted]stions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

December 30, 2015     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: 11004347 – Elizabeth *   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted] complaint regarding her online orders and her request for a full refund.   We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. After researching her orders, we found that she had previously been in contact with Sears Online Solutions. According to the notes in her order, a refund was processed on December 28, 2015, under return receipt number [redacted]. The credit should post to the account Ms. [redacted] used at the time of purchase within 3 to 5 business days. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We hope that in the future she will allow us another opportunity to provide her with a better example of customer service. In the interim, we have noted Ms. [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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 8, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the...

parts ordered for her dishwasher.Upon receiving [redacted] complaint, we have researched her repair and see where parts were ordered on June 18, 2015.  It should be noted that the parts were returned and have been received.  Because we value [redacted] patronage, we have placed the order for racks and will cover the cost.  The parts should be received within 7-10 business days to the address listed on this complaint.  That being said, because we have provided [redacted] with her requested resolution, 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]

December 9, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL  60611Re: # 10958010 –
Amanda R [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding a delay in parts...

to
service her range.Our records show
that Ms. [redacted]’s range was repaired on November 21, 2015 and a new door
assembly was put in. There was a delay in receiving the part needed to complete
her repairs from the manufacture, but we were able to replace the door assembly.
If Ms. [redacted] is still in need of assistance she can contact me directly at
[redacted]. Since it is our understanding that the repairs have addressed the
issues she was having with the range we have closed our case.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 SpecialistSears Holdings
Corporation[redacted] directVanessa.L.[redacted]@searshc.com

Revdex.com:
I spoke with [redacted] from Sears this afternoon and we did discuss her formal response as it is documented.  As I addressed with her today, we are willing to accept the offer of a replacement dryer with free delivery, set-up, and haul away of the old unit, however, I'd like to address a few points from her response for clarification and hopefully it provides Sears with valuable insight from a consumer's perspective. 
Regarding coverage by a Master Protection Agreement, I'd like to acknowledge we exhausted the entire duration of the agreement trying to repair the unit without even the smallest amount of success.  At my persistent request the warranty was as a "courtesy" extended, but the dryer continued to be unrepairable despite the extension. Also, we where not aware of the specific caveats of "4 repairs within a 12 month period with 4 or more functional parts needing to be replaced" and I don't feel I should have to be an expert and well versed in the internal policies and procedures for a successful resolution.  I'm not an appliance repairman or lawyer, I'm just a mom and wife looking to do a load of laundry. Please recognize how frustrating, laborious, and redundant the process is, speaking with multiple departments, multiple phone operators, dropped calls, hold times, dealing with a third-party contract repair company, missed time from work for repair appointments, damaged occurred with repeated movement of a dryer on hardwood floors.  I simply resorted to an easier method of drying clothes, a simple clothesline, which is absurd and ridiculous in this day and age. Ultimately, we felt Sears was going to wait us out until we became so frustrated with the entire process and the warranty expired that we gave up on resolving the issue.   Several times we were asked if we wanted to purchase an extension of the warranty. My response was always "why would we want to dump any more money into an unrepairable appliance, when we have no faith in the ability of the unit to be repair, and especially after replacing duplicate parts". No one ever had an answer.  I was made to feel I was being unreasonable in my repeated requests to have a functional appliance despite a good faith purchase for an operational dryer. What happen to good 'ole fashion customer service?
As for a consumer definition of "lemon", the problem was present from the date of purchase and I notified Protection Agreement well within 30 days of purchase, and not once did they site their policy for return for a new unit within 30 days of purchase as their policy allows.  I find it interesting they site only useful portions of policy beneficial to them, but leave out policy that potential could have saved both of us from a lengthy engagement of repeated and failed repairs. We in good faith moved forward with repeated repairs of the unit as offered to us.  
Lastly, it's my opinion it should not take a Revdex.com complaint to spur action and further investigation into our case.  I asked for this to occur on multiple occasions. Just went I thought I was out of options did I resort to a complaint with the Revdex.com.  With that, I have reviewed the response made by Sears in reference to complaint ID 11190344, and find that this resolution satisfactory to me. 
Sincerely,
[redacted]

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611  

align="left">  Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. [redacted], Sears Home Services, Customer Advocate provided the following response: Repairs to Ms. [redacted] refrigerator have been completed. After the service call was completed I contacted Ms. [redacted] and she informed me that the refrigerator was working as designed. Additionally, after the completion of the repairs, Ms. [redacted] purchased a protection agreement from the technician. If I can be of any additional assistance to Ms. [redacted], she can reach me at [redacted]. That said, we ask that this complaint be closed. 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

April 27, 2015, I took a Sears [redacted] pressure washer to a local sears store to send In for repair. The washer was purchased July 02, 2014. The washer STATES 2 year warranty. Issues; broken frame, float stuck, on/off switch broken. First told cost to fix $121.30... Then told no charge it is under warranty. Then told yes I have to pay. I then requested the frame to be fixed with the understanding it was under warranty. Sears reply; they can not fix just the frame because then it will still not work properly they have to fix other issues and CHARGE me or nothing at all. Next person I talked with on the telephone which they refuse to let you talk to a supervisor or the repair department states; we don't know where the item is..... I want my pressure washer... I have emailed Sears asking for supervisors to contact me and they even refuse to do that.

March 24, 2016 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto Center. First, we would like to apologize to [redacted] for failing his expectations in regard to a recent battery purchase.  We do not take these matters lightly and we sincerely regret any inconvenience the misunderstanding regarding the return policy for batteries may have caused [redacted]. With that said, while batteries are not refundable, Auto Center Manager [redacted] has agreed to provide [redacted] with his requested refund, as a one-time courtesy.  [redacted] spoke with [redacted] on March 24, 2016, and it is our understanding that he is satisfied with the offer of a refund. [redacted] will be returning to the auto center this Saturday to have the credit processed to his account.  In the interim, since [redacted] is receiving his requested resolution, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

Horrific experience with the Washington, D.C. office of Sears Home Services. Met three times with project consultant and measure tech for bathroom remodeling, signed a contract for the quoted price and made the initial payment in cash. Was then alerted that the consultant miscalculated the total project price, and that my remaining balance would increase by over $3000. Sent an email communication to Mike [redacted], District General Manager, and Edward [redacted] and Damien [redacted], both listed as Bathroom Remodeling Managers, and received NO RESPONSE from any of the three. Additionally, the project consultant, Arthur [redacted], stated that Sears would NOT be making a hard inquiry against my credit. I explicitly stated that I was paying cash, and would not be financing because I wanted to avoid a hard inquiry, which could impact my credit score as I was preparing to secure a new mortgage. Sears initiated the hard inquiry anyway, and it is now reflected on my credit report (and all for work that is not even going to get done because Sears screwed the calculations, and then didn't even have enough common respect for a long standing customer to respond to a written inquiry re: a possible solution or compromise). DO NOT USE SEARS HOME IMPROVEMENT SERVICES.

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

regarding her dissatisfaction with the multiple repairs on her refrigerator that started while it was covered under her Master Protection Agreement (MPA) and her request for a replacement.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced due to the multiple repairs. Upon receipt of Ms. [redacted]'s complaint we reviewed the service order and case notes regarding the refrigerator repairs. According the notes on the service order dated October 22, 2015, our tech manager instructed our technician to tag the refrigerator non repairable. On October 23, we contacted Ms. [redacted] and provided her the authorization information and instructions for the MPA replacement of her refrigerator. In the interim, since we have provided Ms. [redacted] the authorization for a replacement refrigerator, we have closed our file.
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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted].[redacted]@searshc.com

(The consumer indicated he/she DID NOT accept the response from the business.)
#1 we never received this so called information.
#2 you are assuming that I did something wrong.
#3 You are assuming I moved the appliance improperly which caused this problem. The person who came out to look at the floor said I must have moved it wrong, I showed him that the material the floor was made of would not allow any appliance to move due t the softness of the flooring, which as I stated in my original complaint was never told to us, if it had been we would have bought a different type of flooring. This is an attempt by their company to cover up their poor business practice. I will never buy anything from them ever again and will tell all my friends what kind of shady deals they do to make a buck.

October 24, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding Sears Carpet Cleaning.   Upon receiving Mr. [redacted] complaint, our office contacted [redacted] with Sears Carpet Cleaning for assistance.  Ms. [redacted] subsequently forwarded the matter to the local office.  The franchise owner responded that he spoke with Mr. [redacted] several times and explained that since he used his personal shampooer to resolve his issue, he voided the Sears Satisfaction Guarantee.  Additionally, Mr. [redacted] was told prior to the cleaning that due to the carpet being older and having pre-existing issues, there would be no guarantee on the results  We have included a copy of the invoice with our correspondence noting the technician’s findings upon inspection.  In summary, since Mr. [redacted] voided the service guarantee, no refund will be provided. As this decision is final and commensurate to the circumstances, we ask that this matter be closed.    We appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist   Enclosure

November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]We have completed the investigation of [redacted]
complaint regarding non-receipt of...

a refund for his returned sears.com order.It is unfortunate that we failed [redacted]
expectations when he recently placed an order with Sears. We value his
patronage and can understand his frustration with the events detailed in his
letter. His concerns have been forwarded to management for review so that
future problems of this nature can be averted. 
Our records indicate that [redacted] spoke with sears.com again on
October 25, 2015, and his return was confirmed. Therefore, a refund of $67.12
was issued to his [redacted] account ending in [redacted] on October 30, 2015.  At this time, we can only reiterate that we
truly regret any inconvenience [redacted] may have experienced.  We hope that in the future he will allow
sears.com the opportunity to provide him 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 noted [redacted] comments and
the requested resolution has been provided. We appreciate the opportunity to address this
matter.  Please feel free to contact me
if you have any further questions or concerns. Sincerely,  [redacted]
[redacted]