December 10, 2015Better Business BureauAttn: [redacted] North Wabash Ave., Ste2006Chicago, IL 60611Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves as an update to your office and as a response to the Mrs [redacted] emailWe have been attempting to reach Mrs [redacted] by phone and by emailMrs [redacted] declined to return our callsWe received an email today demanding that we direct all of our communications to the Revdex.com (Revdex.com)We hope to clarify for Mrs [redacted] that the Revdex.com is not representing her as an attorneyThe Revdex.com is an unbiased third-partyIt is our understanding that the Revdex.com’s role is to facilitate the resolution of the complaint, not to act or communicate on the customer’s behalfIf Mrs [redacted] refuses to correspond and communicate with Sears Home Improvement Products (SHIP) directly we will have no option but to close our fileIt is imperative that we speak with them before we are able to move forward regarding their complaintThe contract that the [redacted] s submitted to us in October is for a window installation by [redacted] ***The page referring to a window installation by a Sears licensee appears to be a proposalWe would like to confirm that the customer has a contract showing that this was installed by Sears Home Improvement Products (SHIP) or a licenseeWe ask that [redacted] provide either a valid contract or proof that we were paid for this installationThis documentation will allow us to confirm that we completed this installation and not Home Depot or another companyOnce we have received the aforementioned verification we will send an alternate installer to provide a quote for the repairThis contractor will also be able to provide their opinion regarding the cause of the saggingThey will evaluate the window and advise us if it is due to a manufacturer’s defectPer the warranty paperwork that the [redacted] s submitted, the lifetime warranty covers manufacturer’s defects onlyThe [redacted] s will be responsible for any labor or workmanship related costs.Thank you for your time, effort and patience during the investigation processIf the [redacted] s decline to contact our department and provide the requested documentation within days of the date of this letter we will assume that they have chosen not to proceed and we will close our fileIf you have any questions or concerns, please contact me directly at [redacted] extension [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st class postage
Complaint: [redacted] I am rejecting this response because 1) A microwave is made to cook food, and it should not be damaged beyond repair if one overcooks food in it 2) Sears told me that this damage was covered if I purchased an extended warranty, and they sold me the extended warranty with that understanding that I could obtain repair of the damage under the warranty Then, since they didn't want to repair the damage, they cancelled the extended warranty 3) The Sears manager, ***, at the [redacted] store, has been stringing me along claiming he would help me, and has had his associates leaving me phone messages since 10/31/that he is working on resolving this for me, but this doesn't seem to be the case given the fact that he has not provided me with any resolution I have found this Sears store manager to be dishonest I would like to provide tape recordings of the messages his associates have left on my voicemail promising a resolution to this matter I would like to receive 50% off a new microwave so that I can replace the one I bought less than a year ago which is still under a Sears warranty Sincerely, [redacted] ***
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the cancellation and return of his online order from our Market Place vendor.As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders Our records indicate that [redacted] r placed the online order with [redacted] Electronics; however, [redacted] r was contacting Sears Customer Service to check the status of his order instead of contacting [redacted] Electronics Since the order was through a Market Place vendor, we informed [redacted] r we would send a message to the vendor on his behalf and he should be contacted by the vendor within hours On October 3, [redacted] r contacted Sears again and requested to cancel the order since he had not received his order Again, we informed [redacted] r that the message would be sent to the ***r Electronics On October 9, [redacted] r contacted Sears again and confirmed that he had received the order, but requested to return the order since he had previously requested the cancellation [redacted] requested an immediate refund since he had already cancelled We explained to [redacted] r that a refund could not be issued until the order is returned to the vendorOn October 12, [redacted] r provided the tracking number for the return of the order According to our records, a credit of $was issued on October 20, to [redacted] credit card ending in *** 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] r and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:Sears is on file for cancelling appts for various reasons(Cancels: Trucks out of service) (No Shows No Calls) (Cancels en-route and never show)(Cancel- you are too far away) ALL SEARS CANCELLATIONS!!!! Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/02/05) */ February 5, [redacted] After numerous phone messages and an email I have been able to contact [redacted] [redacted] advised me that she has been corresponding with ***, our General Sales Manager in our Houston officeAt this time [redacted] has advised me that the replacement screens are expected to arrive this week and the window sashes for next weekOnce the replacement materials have arrived we will complete the installation in accordance with our contract with [redacted] Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] , or via email at [redacted] Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) After one missed call, no message; I did get an email from [redacted] I did respond to her and advised I was working with [redacted] the GMI hope to have this resolved soon02/06/ Final Consumer Response / [redacted] (4200, 14, 2015/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept the resolution until my window is received and installedAs for the blame on the manufacturer's part I understandI would also like to express that, the product reflects Sears I did not buy from the manufacturer, I bought from Sears and that who is accountable Final Business Response / [redacted] (4000, 18, 2015/03/10) */ March 9, [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerI have spoken with [redacted] and she confirmed that the remainder of her window repairs were completed on March 7, [redacted] confirmed she is happy with the completed work and has no additional concerns At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at [redacted] , or via email at [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/02) */ Contact Name and Title: [redacted] March 2, [redacted] We have completed the investigation of [redacted] complaint regarding his dryer repair First, we would like to apologize to [redacted] for any inconvenience he may have experienced in regard to the repair of his dryerOur records show that the repair to his dryer was completed on February 27, 2015, with the installation of a new element and timerWhile we are unable to refund [redacted] for his dryer, as the 30-day return policy timeframe lapsed in November of 2014, we have submitted a request for $in laundry reimbursement for the three weeks that he was without the use of his washerThe check request was submitted on March 2, 2015, so [redacted] should receive a check within the next two weeksIn summary, since we have documented [redacted] concerns with the repair process and processed the aforementioned compensation, we ask that this matter be closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Delivery Solutions [redacted] , Sears Delivery Solutions, Support Specialist provided the following response: It is my understanding that the damage claim has been closed and I was informed that the door has been repairedThe refrigerator has been picked up and a new one was delivered on January 26, If I can be of any assistance to Ms [redacted] , she can reach me at [redacted] That said, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 14, 2015/04/20) */ Contact Name and Title: [redacted] Contact Phone: [redacted] April 20, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the coverage available under her warranty and Repair Protection Agreement (RPA) in relation to a tractor/riding mower purchase We were uncertain as to exactly what resolution [redacted] was requesting since the information we received from the Revdex.com was very briefcordingly, we reach out to her via email and ended up corresponding with [redacted] We then discovered the issue at hand was the fact that [redacted] had a service call in February for the wheel on his tractor and after he fixed the tire, he found the battery was deadUnfortunately, there was some confusion as [redacted] still thought that the service order was open and that we had just not returned, when in fact the service order was closed out months agoWe were able to confirm with [redacted] that while the battery is not covered for failure after days from the date of purchase under the terms of the manufacturer's warranty, it is covered under the terms for the RPATo receive the part though, the consumer would normally have to set up a service call to have a technician make the determination that the battery needed to be replaced With that said, since [redacted] may have been given incorrect information at the store and was not aware that a technician would not be coming to assess the tractor, he ended up purchasing his battery directly at the storeAs noted above, while this generally would not be covered under his RPA, we did make an exception due to the fact that he was not given the correct information on how to go about getting the battery replaced, or even how his coverage workedAccordingly, a refund for $was processed on April 17, 2015, and the credit should post to his [redacted] within 1-business days of that date; the exact time for posting is dependent upon his card issuer's policies governing refundsIf for some reason he is unable to confirm the refund has posted by April 24, 2015, then he is welcome to contact me via email or phoneIn the interim, since we have issued a full refund for the battery purchase, we have closed our file We apologize to [redacted] and [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
February 18, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Bo [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding an online order he placed using Shop Your Way Reward points It is unfortunate if we failed Mr***’s expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in his order we found that Mr [redacted] initially paid with Shop Your Way Reward pointsTherefore, the refund will be returned in the same form of paymentWe can only apologize for any misinformation he may have received from Sears OnlineWe hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer serviceSince we have confirmed that Mr [redacted] received a full refund of his Shop Your Way Reward points, we 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 1, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Kevin ***Dear Ms [redacted] :We have completed the investigation of Mr***’s complaint regarding the service call he scheduled to have his control board repaired or replaced.We would like to clarify that for many control boards for ovens and ranges, the original OEM parts can sometimes no longer be available in a relatively short amount of timeThat means the only way to replace one, is to have the board itself sent out for repair to a shop that does this type of workUnfortunately, we do not and we also would have to send to a third-party company to have it repairedIt can be time consuming and it also presents a large liability issue in that the board has to be removed from the unit, shipped elsewhere, returned and then reinstalledIf the board goes missing somewhere in shipment then it can mean the repair provider could be responsible for replacing the entire appliance as it could render it non-repairable due to the unavailability of that part and now not having one that could be repairedDue to this, Sears only provides this type of repair if we are the obligor under a service contractWith that said, when scheduling a repair, our call center agents are not technicians and they do not provide estimates or any information regarding a repairThey would not have realized that the board was no longer available and that it would need to be sent out to be repairedWe do try to have our technicians call in advance of the service and in many cases the technician realizes that the board might need to be replaced and can at least set the expectation ahead of time that we do not provide that service if it is no longer availableIn this way the consumer still has the chance to cancel the call ahead of time without penaltyWe apologize that this did not occur in Mr***’s case and that it resulted in him being responsible for our minimum diagnostic/trip feeAs a courtesy, we would be willing to refund this but we no longer have access to the full Discover account number due to the length of time that has elapsed since it was used for paymentWe do have the last digits of and if Mr [redacted] could call or email me with the other 12, we could process a refund for the full amount of $ I can be reached via email at [redacted] @searshc.com or via phone at [redacted] In the interim, since we are willing to issue a refund and just need the full account number so that we can process this, we have closed our file pending Mr***’s response.Again, 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,Dana ShouldersTeam Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted] @searshc.com
Initial Business Response / [redacted] (1000, 8, 2014/12/03) */ December 3, [redacted] We have completed the investigation of [redacted] complaint regarding his exercise bike We have reviewed [redacted] information and even though the service contract he has is with Nordic Track or [redacted] , not Sears, we have issued a check for the $he was seekingThis check should arrive within 7-business daysSince we have granted [redacted] request, we respectfully ask that this matter be considered closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
Initial Business Response / [redacted] (1000, 13, 2015/01/23) */ Contact Name and Title: [redacted] Contact Phone: [redacted] January 23, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the dishwasher failed sooner than expected We apologize that [redacted] dishwasher failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe 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 We reviewed the service history on the dishwasher and the repairs listed have been minor repairs such as rollers on the basket and spray arm issuesAccording to the notes on the last repair in 2013, the tech indicated that the spray arm came off and he instructed [redacted] to be careful when loading the dishwasherThe manufacturer's warranty expired on November 1, and the protection agreement [redacted] purchased expired on November 3, With that being said, the request for a replacement dishwasher has been denied As a one-time courtesy, we offered to reimburse [redacted] up to $on the labor and she acceptedService on the dishwasher was completed on January 21, and according to the technicians notes the door was not closing because the upper rack was not in the proper locationOn January 23, 2015, we issued a reimbursement check for $and [redacted] should receive it via regular mail within - business daysIn the interim, since the dishwasher has been repaired and the labor reimbursement is a resolution that met with [redacted] approval, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
November 24, [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent orderThe seller of your merchandise, [redacted] ***, has agreed to accept a return for your item if it is received by December 4, As a courtesy, we will refund any reasonable shipping fees [redacted] may incur returning the item We want to stress that the seller of each item is clearly listed and according to the Terms of Service for our site, the consumer is subject to each seller’s individual return policyAs noted above though, we are attempting to resolve this issue amicablyWe ask that [redacted] communicate with [redacted] regarding the refund from this point except to forward us the receipt for her return shipping costWe have forwarded a copy of the email from [redacted] noting this offer and a contact she may speak with thereIn light of the aforementioned information, we respectfully ask that this matter be considered closed.We apologize to [redacted] *nd appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
April 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the quality of the multiple refrigerators delivered and the delivery delay of the replacement unitIt is unfortunate that we failed [redacted] s expectations when she recently scheduled a refrigerator deliveryWe value [redacted] s patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of [redacted] we reviewed the delivery order and case notes related to the refrigeratorAccording to the delivery notes, the rescheduled delivery date is due to a manufacturer delayThe manufacturer notified us that the refrigerator will not be delivered until April 20, As clarification, because 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 customer [redacted] mentioned that she did not have a working refrigerator, and our technician had ordered a part to complete the repairRegrettably, the manufacturer also notified us that the part ordered was on back order until April 22, We contacted [redacted] and provided the following options: She could exchange for another model; return for a full refund; or wait for the delivery of the replacement [redacted] agreed to wait for the delivery of the same model on April 20, We would also like to note that our Parts Research Team located the part from an alternate source and we completed the repair of the refrigerator on April 11, Therefore, [redacted] will have a working refrigerator until the delivery of the replacement refrigeratorAs for food loss reimbursement, on March 14, we issued [redacted] a bank check for $300.00, which is the max allowable amountWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this timeAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: despite all of Sears' doubletalk in their response, the bottom line is that the item I mentioned was advertised at the price of $ They should honor that price despite all of their wording, they never acknowledge that I was offered that price Sears just said "if" I was offered that price - there is no "if" I was offered that price I sent you the link which proved this The least Sears could do is acknowledge the price I was given was wrong and not a matter of "if" as they propose I am not an it nor do I have a cloudy judgement nor did I make up the $price They should just have said they were wrong instead of even a hint of "if" I saw that price and now in addition treating me as an it as "if" I don't know what I read They just want to hide behind their wording despite the price I WAS ACTUALLY OFFERED ! I will not withdraw my complaint although I am certain they will never sell me this item at $99.99, they will just hide behind their policy doubletalk Sincerely, [redacted]
April 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed both our response and [redacted] rebuttal, and we do not find that she has brought any new information to her complaint While we understand that she was dissatisfied our reply the fact remains that we have no record of any offeres made to [redacted] other than the service promise listed in the terms and conditions of her Master Protection agreement clearly states the service promise on page five (5): SERVICE PROMISEIn the event that we do not repair your Covered laundry, kitchen or HVAC Product on our first (1st) in-home repair attempt and you will be without the use of your Covered Product, we will provide you with a one time rental reimbursement or allowance up to $at our sole discretionTo file a claim go to [redacted] Our records show that on February 25, an email was sent to [redacted] from our offline department emailed [redacted] the following email: [redacted] Thank you for contacting Sears Holdings Corporation We thank you for allowing us the opportunity to assist you with your recent experienceIf you have any further questions, please feel free to contact us by replying to this email or via phonePlease see below for the results of our research Record Number: [redacted] Phone Number: [redacted] Research Request: Appointment AvailabilityResearch Results: We apologize for the inconvenience causedWe would like to offer you $as service promised check/Laundry Reimbursement under service order [redacted] We request you to contact us after service completion for service promised check/Laundry Reimbursement Sincerely, [redacted] Sears Member Services [redacted] Sears does not compensate for missed work or any other situations other than what is stipulated in the Master Protection Agreement Since we have no records of any other offers made to [redacted] and since we have provided [redacted] the $service promise as is laid out under the terms and conditions of the Master Protection agreement and her washer is now in working order we have closed our case 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]
March 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and request to receive a refund It is unfortunate that we failed [redacted] expectations and we can understand his frustration with the series of events detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in the order we found that Sears Online processed a new check on February 21, 2016, for $under return receipt number [redacted] Checks take approximately to business days to receive and should have arrived by March 4, Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer serviceIf [redacted] has not received the check, then he may contact me directly via email at [redacted] In the interim, since the refund check has been mailed and we have noted [redacted] concerns, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience and request for a refund or substitute It is unfortunate that we failed [redacted] expectations as we value his patronageAfter reviewing the complaint we found that [redacted] had previously been in contact with Executive Member Services, Sears’ escalated complaint departmentEMS processed a full refund of $back to his Shop Your Way Reward account on April 6, 2016, without a return of the merchandiseFor [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have been unable to complete the investigation of [redacted] complaint regarding her recent order As clarification, our site clearly displays who the seller of each itemOur return policy notes that the consumer is subject to each seller’s individual return policy and any disputes must be addressed with the sellerThat said, we will intervene in some cases in the interest of customer serviceWe appreciate [redacted] patronage and we have issued a full refund in the amount of $This credit should reflect in 3-business daysIn light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/02/05) */ February 5, [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for turtleneck shirts purchased from sears.com It is unfortunate that we failed [redacted] expectations when she recently placed an order on sears.comWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we revealed that two refunds were issued to [redacted] account ending in***, one for $on December 27, 2014, and another for $on November 19, However, the latter refund did not successfully transfer to her credit providerTherefore, we reissued the credit of $to her on February 5, [redacted] should be able to view the credit within three business daysIn the interim, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe 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 matterPlease feel free to contact me if you have any further questions or concerns [redacted]
December 10, 2015Better Business BureauAttn: [redacted] North Wabash Ave., Ste2006Chicago, IL 60611Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] This letter serves as an update to your office and as a response to the Mrs [redacted] emailWe have been attempting to reach Mrs [redacted] by phone and by emailMrs [redacted] declined to return our callsWe received an email today demanding that we direct all of our communications to the Revdex.com (Revdex.com)We hope to clarify for Mrs [redacted] that the Revdex.com is not representing her as an attorneyThe Revdex.com is an unbiased third-partyIt is our understanding that the Revdex.com’s role is to facilitate the resolution of the complaint, not to act or communicate on the customer’s behalfIf Mrs [redacted] refuses to correspond and communicate with Sears Home Improvement Products (SHIP) directly we will have no option but to close our fileIt is imperative that we speak with them before we are able to move forward regarding their complaintThe contract that the [redacted] s submitted to us in October is for a window installation by [redacted] ***The page referring to a window installation by a Sears licensee appears to be a proposalWe would like to confirm that the customer has a contract showing that this was installed by Sears Home Improvement Products (SHIP) or a licenseeWe ask that [redacted] provide either a valid contract or proof that we were paid for this installationThis documentation will allow us to confirm that we completed this installation and not Home Depot or another companyOnce we have received the aforementioned verification we will send an alternate installer to provide a quote for the repairThis contractor will also be able to provide their opinion regarding the cause of the saggingThey will evaluate the window and advise us if it is due to a manufacturer’s defectPer the warranty paperwork that the [redacted] s submitted, the lifetime warranty covers manufacturer’s defects onlyThe [redacted] s will be responsible for any labor or workmanship related costs.Thank you for your time, effort and patience during the investigation processIf the [redacted] s decline to contact our department and provide the requested documentation within days of the date of this letter we will assume that they have chosen not to proceed and we will close our fileIf you have any questions or concerns, please contact me directly at [redacted] extension [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via 1st class postage
Complaint: [redacted] I am rejecting this response because 1) A microwave is made to cook food, and it should not be damaged beyond repair if one overcooks food in it 2) Sears told me that this damage was covered if I purchased an extended warranty, and they sold me the extended warranty with that understanding that I could obtain repair of the damage under the warranty Then, since they didn't want to repair the damage, they cancelled the extended warranty 3) The Sears manager, ***, at the [redacted] store, has been stringing me along claiming he would help me, and has had his associates leaving me phone messages since 10/31/that he is working on resolving this for me, but this doesn't seem to be the case given the fact that he has not provided me with any resolution I have found this Sears store manager to be dishonest I would like to provide tape recordings of the messages his associates have left on my voicemail promising a resolution to this matter I would like to receive 50% off a new microwave so that I can replace the one I bought less than a year ago which is still under a Sears warranty Sincerely, [redacted] ***
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the cancellation and return of his online order from our Market Place vendor.As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders Our records indicate that [redacted] r placed the online order with [redacted] Electronics; however, [redacted] r was contacting Sears Customer Service to check the status of his order instead of contacting [redacted] Electronics Since the order was through a Market Place vendor, we informed [redacted] r we would send a message to the vendor on his behalf and he should be contacted by the vendor within hours On October 3, [redacted] r contacted Sears again and requested to cancel the order since he had not received his order Again, we informed [redacted] r that the message would be sent to the ***r Electronics On October 9, [redacted] r contacted Sears again and confirmed that he had received the order, but requested to return the order since he had previously requested the cancellation [redacted] requested an immediate refund since he had already cancelled We explained to [redacted] r that a refund could not be issued until the order is returned to the vendorOn October 12, [redacted] r provided the tracking number for the return of the order According to our records, a credit of $was issued on October 20, to [redacted] credit card ending in *** 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] r and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:Sears is on file for cancelling appts for various reasons(Cancels: Trucks out of service) (No Shows No Calls) (Cancels en-route and never show)(Cancel- you are too far away) ALL SEARS CANCELLATIONS!!!! Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/02/05) */ February 5, [redacted] After numerous phone messages and an email I have been able to contact [redacted] [redacted] advised me that she has been corresponding with ***, our General Sales Manager in our Houston officeAt this time [redacted] has advised me that the replacement screens are expected to arrive this week and the window sashes for next weekOnce the replacement materials have arrived we will complete the installation in accordance with our contract with [redacted] Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] , or via email at [redacted] Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) After one missed call, no message; I did get an email from [redacted] I did respond to her and advised I was working with [redacted] the GMI hope to have this resolved soon02/06/ Final Consumer Response / [redacted] (4200, 14, 2015/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept the resolution until my window is received and installedAs for the blame on the manufacturer's part I understandI would also like to express that, the product reflects Sears I did not buy from the manufacturer, I bought from Sears and that who is accountable Final Business Response / [redacted] (4000, 18, 2015/03/10) */ March 9, [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerI have spoken with [redacted] and she confirmed that the remainder of her window repairs were completed on March 7, [redacted] confirmed she is happy with the completed work and has no additional concerns At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at [redacted] , or via email at [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/02) */ Contact Name and Title: [redacted] March 2, [redacted] We have completed the investigation of [redacted] complaint regarding his dryer repair First, we would like to apologize to [redacted] for any inconvenience he may have experienced in regard to the repair of his dryerOur records show that the repair to his dryer was completed on February 27, 2015, with the installation of a new element and timerWhile we are unable to refund [redacted] for his dryer, as the 30-day return policy timeframe lapsed in November of 2014, we have submitted a request for $in laundry reimbursement for the three weeks that he was without the use of his washerThe check request was submitted on March 2, 2015, so [redacted] should receive a check within the next two weeksIn summary, since we have documented [redacted] concerns with the repair process and processed the aforementioned compensation, we ask that this matter be closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Delivery Solutions [redacted] , Sears Delivery Solutions, Support Specialist provided the following response: It is my understanding that the damage claim has been closed and I was informed that the door has been repairedThe refrigerator has been picked up and a new one was delivered on January 26, If I can be of any assistance to Ms [redacted] , she can reach me at [redacted] That said, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 14, 2015/04/20) */ Contact Name and Title: [redacted] Contact Phone: [redacted] April 20, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the coverage available under her warranty and Repair Protection Agreement (RPA) in relation to a tractor/riding mower purchase We were uncertain as to exactly what resolution [redacted] was requesting since the information we received from the Revdex.com was very brief
cordingly, we reach out to her via email and ended up corresponding with [redacted] We then discovered the issue at hand was the fact that [redacted] had a service call in February for the wheel on his tractor and after he fixed the tire, he found the battery was deadUnfortunately, there was some confusion as [redacted] still thought that the service order was open and that we had just not returned, when in fact the service order was closed out months agoWe were able to confirm with [redacted] that while the battery is not covered for failure after days from the date of purchase under the terms of the manufacturer's warranty, it is covered under the terms for the RPATo receive the part though, the consumer would normally have to set up a service call to have a technician make the determination that the battery needed to be replaced With that said, since [redacted] may have been given incorrect information at the store and was not aware that a technician would not be coming to assess the tractor, he ended up purchasing his battery directly at the storeAs noted above, while this generally would not be covered under his RPA, we did make an exception due to the fact that he was not given the correct information on how to go about getting the battery replaced, or even how his coverage workedAccordingly, a refund for $was processed on April 17, 2015, and the credit should post to his [redacted] within 1-business days of that date; the exact time for posting is dependent upon his card issuer's policies governing refundsIf for some reason he is unable to confirm the refund has posted by April 24, 2015, then he is welcome to contact me via email or phoneIn the interim, since we have issued a full refund for the battery purchase, we have closed our file We apologize to [redacted] and [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
February 18, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Bo [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding an online order he placed using Shop Your Way Reward points It is unfortunate if we failed Mr***’s expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in his order we found that Mr [redacted] initially paid with Shop Your Way Reward pointsTherefore, the refund will be returned in the same form of paymentWe can only apologize for any misinformation he may have received from Sears OnlineWe hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer serviceSince we have confirmed that Mr [redacted] received a full refund of his Shop Your Way Reward points, we 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 1, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Kevin ***Dear Ms [redacted] :We have completed the investigation of Mr***’s complaint regarding the service call he scheduled to have his control board repaired or replaced.We would like to clarify that for many control boards for ovens and ranges, the original OEM parts can sometimes no longer be available in a relatively short amount of timeThat means the only way to replace one, is to have the board itself sent out for repair to a shop that does this type of workUnfortunately, we do not and we also would have to send to a third-party company to have it repairedIt can be time consuming and it also presents a large liability issue in that the board has to be removed from the unit, shipped elsewhere, returned and then reinstalledIf the board goes missing somewhere in shipment then it can mean the repair provider could be responsible for replacing the entire appliance as it could render it non-repairable due to the unavailability of that part and now not having one that could be repairedDue to this, Sears only provides this type of repair if we are the obligor under a service contractWith that said, when scheduling a repair, our call center agents are not technicians and they do not provide estimates or any information regarding a repairThey would not have realized that the board was no longer available and that it would need to be sent out to be repairedWe do try to have our technicians call in advance of the service and in many cases the technician realizes that the board might need to be replaced and can at least set the expectation ahead of time that we do not provide that service if it is no longer availableIn this way the consumer still has the chance to cancel the call ahead of time without penaltyWe apologize that this did not occur in Mr***’s case and that it resulted in him being responsible for our minimum diagnostic/trip feeAs a courtesy, we would be willing to refund this but we no longer have access to the full Discover account number due to the length of time that has elapsed since it was used for paymentWe do have the last digits of and if Mr [redacted] could call or email me with the other 12, we could process a refund for the full amount of $ I can be reached via email at [redacted] @searshc.com or via phone at [redacted] In the interim, since we are willing to issue a refund and just need the full account number so that we can process this, we have closed our file pending Mr***’s response.Again, 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,Dana ShouldersTeam Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted] @searshc.com
Initial Business Response / [redacted] (1000, 8, 2014/12/03) */ December 3, [redacted] We have completed the investigation of [redacted] complaint regarding his exercise bike We have reviewed [redacted] information and even though the service contract he has is with Nordic Track or [redacted] , not Sears, we have issued a check for the $he was seekingThis check should arrive within 7-business daysSince we have granted [redacted] request, we respectfully ask that this matter be considered closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
Initial Business Response / [redacted] (1000, 13, 2015/01/23) */ Contact Name and Title: [redacted] Contact Phone: [redacted] January 23, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the dishwasher failed sooner than expected We apologize that [redacted] dishwasher failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe 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 We reviewed the service history on the dishwasher and the repairs listed have been minor repairs such as rollers on the basket and spray arm issuesAccording to the notes on the last repair in 2013, the tech indicated that the spray arm came off and he instructed [redacted] to be careful when loading the dishwasherThe manufacturer's warranty expired on November 1, and the protection agreement [redacted] purchased expired on November 3, With that being said, the request for a replacement dishwasher has been denied As a one-time courtesy, we offered to reimburse [redacted] up to $on the labor and she acceptedService on the dishwasher was completed on January 21, and according to the technicians notes the door was not closing because the upper rack was not in the proper locationOn January 23, 2015, we issued a reimbursement check for $and [redacted] should receive it via regular mail within - business daysIn the interim, since the dishwasher has been repaired and the labor reimbursement is a resolution that met with [redacted] approval, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
November 24, [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent orderThe seller of your merchandise, [redacted] ***, has agreed to accept a return for your item if it is received by December 4, As a courtesy, we will refund any reasonable shipping fees [redacted] may incur returning the item We want to stress that the seller of each item is clearly listed and according to the Terms of Service for our site, the consumer is subject to each seller’s individual return policyAs noted above though, we are attempting to resolve this issue amicablyWe ask that [redacted] communicate with [redacted] regarding the refund from this point except to forward us the receipt for her return shipping costWe have forwarded a copy of the email from [redacted] noting this offer and a contact she may speak with thereIn light of the aforementioned information, we respectfully ask that this matter be considered closed.We apologize to [redacted] *nd appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
April 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the quality of the multiple refrigerators delivered and the delivery delay of the replacement unitIt is unfortunate that we failed [redacted] s expectations when she recently scheduled a refrigerator deliveryWe value [redacted] s patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of [redacted] we reviewed the delivery order and case notes related to the refrigeratorAccording to the delivery notes, the rescheduled delivery date is due to a manufacturer delayThe manufacturer notified us that the refrigerator will not be delivered until April 20, As clarification, because 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 customer [redacted] mentioned that she did not have a working refrigerator, and our technician had ordered a part to complete the repairRegrettably, the manufacturer also notified us that the part ordered was on back order until April 22, We contacted [redacted] and provided the following options: She could exchange for another model; return for a full refund; or wait for the delivery of the replacement [redacted] agreed to wait for the delivery of the same model on April 20, We would also like to note that our Parts Research Team located the part from an alternate source and we completed the repair of the refrigerator on April 11, Therefore, [redacted] will have a working refrigerator until the delivery of the replacement refrigeratorAs for food loss reimbursement, on March 14, we issued [redacted] a bank check for $300.00, which is the max allowable amountWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this timeAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: despite all of Sears' doubletalk in their response, the bottom line is that the item I mentioned was advertised at the price of $ They should honor that price despite all of their wording, they never acknowledge that I was offered that price Sears just said "if" I was offered that price - there is no "if" I was offered that price I sent you the link which proved this The least Sears could do is acknowledge the price I was given was wrong and not a matter of "if" as they propose I am not an i
t nor do I have a cloudy judgement nor did I make up the $price They should just have said they were wrong instead of even a hint of "if" I saw that price and now in addition treating me as an i
t as "if" I don't know what I read They just want to hide behind their wording despite the price I WAS ACTUALLY OFFERED ! I will not withdraw my complaint although I am certain they will never sell me this item at $99.99, they will just hide behind their policy doubletalk Sincerely, [redacted]
April 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed both our response and [redacted] rebuttal, and we do not find that she has brought any new information to her complaint While we understand that she was dissatisfied our reply the fact remains that we have no record of any offeres made to [redacted] other than the service promise listed in the terms and conditions of her Master Protection agreement clearly states the service promise on page five (5): SERVICE PROMISEIn the event that we do not repair your Covered laundry, kitchen or HVAC Product on our first (1st) in-home repair attempt and you will be without the use of your Covered Product, we will provide you with a one time rental reimbursement or allowance up to $at our sole discretionTo file a claim go to [redacted] Our records show that on February 25, an email was sent to [redacted] from our offline department emailed [redacted] the following email: [redacted] Thank you for contacting Sears Holdings Corporation We thank you for allowing us the opportunity to assist you with your recent experienceIf you have any further questions, please feel free to contact us by replying to this email or via phonePlease see below for the results of our research Record Number: [redacted] Phone Number: [redacted] Research Request: Appointment AvailabilityResearch Results: We apologize for the inconvenience causedWe would like to offer you $as service promised check/Laundry Reimbursement under service order [redacted] We request you to contact us after service completion for service promised check/Laundry Reimbursement Sincerely, [redacted] Sears Member Services [redacted] Sears does not compensate for missed work or any other situations other than what is stipulated in the Master Protection Agreement Since we have no records of any other offers made to [redacted] and since we have provided [redacted] the $service promise as is laid out under the terms and conditions of the Master Protection agreement and her washer is now in working order we have closed our case 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]
March 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and request to receive a refund It is unfortunate that we failed [redacted] expectations and we can understand his frustration with the series of events detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in the order we found that Sears Online processed a new check on February 21, 2016, for $under return receipt number [redacted] Checks take approximately to business days to receive and should have arrived by March 4, Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer serviceIf [redacted] has not received the check, then he may contact me directly via email at [redacted] In the interim, since the refund check has been mailed and we have noted [redacted] concerns, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience and request for a refund or substitute It is unfortunate that we failed [redacted] expectations as we value his patronageAfter reviewing the complaint we found that [redacted] had previously been in contact with Executive Member Services, Sears’ escalated complaint departmentEMS processed a full refund of $back to his Shop Your Way Reward account on April 6, 2016, without a return of the merchandiseFor [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have been unable to complete the investigation of [redacted] complaint regarding her recent order As clarification, our site clearly displays who the seller of each itemOur return policy notes that the consumer is subject to each seller’s individual return policy and any disputes must be addressed with the sellerThat said, we will intervene in some cases in the interest of customer serviceWe appreciate [redacted] patronage and we have issued a full refund in the amount of $This credit should reflect in 3-business daysIn light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/02/05) */ February 5, [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for turtleneck shirts purchased from sears.com It is unfortunate that we failed [redacted] expectations when she recently placed an order on sears.comWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we revealed that two refunds were issued to [redacted] account ending in***, one for $on December 27, 2014, and another for $on November 19, However, the latter refund did not successfully transfer to her credit providerTherefore, we reissued the credit of $to her on February 5, [redacted] should be able to view the credit within three business daysIn the interim, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe 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 matterPlease feel free to contact me if you have any further questions or concerns [redacted]