June 22, 2017 [redacted] 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...
a recent order. According to our records. Mr. [redacted] request was granted and his tires were installed on June 22, 2017. As such, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Raymond F [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with service provided for the...
installation of his dishwasher and the problems he encountered with delivery of a replacement dishwasher.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Mr. [redacted]'s complaint, we researched his replacement order and discovered that it was ordered. Regrettably, we failed to order the replacement with installation so the dishwasher was delivered to our warehouse, but an installation contractor was never assigned. On July 15, 2015 we reached out to our Installation Process Team to assist and installation was ordered at no charge for the warranty exchange. On July 16, 2015 Mr. [redacted] confirmed that he was contacted by our install scheduler. Our records indicate that the dishwasher was delivered and installed on July 17, 2015. Since we have addressed the issues brought forth in Mr. [redacted]'s complaint, we have closed our file.
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her service experience. We value Ms. [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 Ms. [redacted] gas dryer and noted her candid feedback. Again, we apologize to Ms. [redacted] for this issue 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]
August 4, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94[redacted] - Andrea [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal to our response regarding her dissatisfaction that her microwave continues to have problems even after the recent repair was completed.
On August 4, 2015 we reached out to Ms. [redacted] to discuss her concern regarding the microwave. She stated that the microwave is making an electronic popping noise. Ms. [redacted] stated that since the microwave is working, she had not called for service because she was going to wait until it stopped working. Ms. [redacted] confirmed that the initial microwave that she purchased had the same electrical problem and it was replaced with the same model. Due to the previous history on the original model and the service history on its replacement, we offered to exchange the microhood at this time and Ms. [redacted] accepted the offer. We provided Ms. [redacted] with the authorization information and instructions for the replacement microhood. After the unit has been installed, the protection agreement will be transferred to the new model and will expire on September 7, 2018. With that being said, since the authorization for the replacement of the microhood is a resolution that met with Ms. [redacted]'s approval, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
512-[redacted]
matilda[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Patricia [redacted]
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Juan [redacted] Via: [redacted]@chicago.Revdex.com.org
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement...
Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We 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 manner. In response to Mr. [redacted] complaint about the island not being functional, I must disagree with his statement. The island is functional. The island was in the home before our installation and the changes we made were at Mr. [redacted] request. Mr. [redacted] requested we cut the height of the cabinet, and make the countertop wider so stools could be placed under the countertop. Unfortunately the drawers will not pull out all the way because the countertop is larger than the original countertop, per Mr. [redacted] request. Mr. [redacted] wants compensation for the whole island, which as I said before, is functional.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne.[redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted]
SHIP/HI Regulatory Complaint Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Francis [redacted]
Complaint: [redacted]
I am rejecting this response because: Sears did not provide service to me in a timely manner under my warranty.
Sincerely,
[redacted]
September 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2**6 Chicago, IL 60611 Re: #[redacted]– Shirley [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her dissatisfaction with our...
customer service, the cancellation of her layaway, and non-receipt of a refund. It is unfortunate that we failed Ms. [redacted]’ expectations when she recently used Sears’ layaway services. Our layaway terms are posted within our stores, on our website and printed on the receipts provided to our customers at the time they open their layaway account. Additionally, our receipts indicate the dates that payments are required in order to continue to hold the selected items and eventually satisfy the account balance. In case Ms. [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for no more than eight weeks from the date the account is opened for purchases under $4**.**. We do allow a grace period before a layaway account is cancelled for non-payment; however, the payment schedule does not change when a payment is received late. This means that if a customer makes a payment five days late, their next payment is still expected within nine days, as originally scheduled. Ms. [redacted]’ complaint states she opened her account on May 2*, 2016. If this is correct, then her next payments would have been due on June 11th, June 25th, July 9th, and July 23rd. Therefore, if she did not make any payments between her last June payment and her third payment attempt on July 1*th, then her layaway would have been automatically cancelled by our system, since the July 1*th date was approximately 23 days past the last due date. Sears charges a $5.** layaway fee and a $15.** cancellation fee. As such, if Ms. [redacted] paid $2*.**, a refund of approximately $*.** (depending on the tax amount) would have been issued to her by check or to the credit card she used. It is important to mention, however, that this is only an estimate, since Ms. [redacted] did not provide a receipt or layaway number that would allow us to fully investigate her layaway payment dates and refund status. For this reason, we have forwarded her concerns to management of the Alamonte Springs Mall Sears Store and asked that she be contacted directly. At this time we can only apologize that our process did not meet Ms. [redacted]’ needs. We hope that in the future she will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed in the interim. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-[redacted] Ext. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding an over the range microwave purchased online through www.sears.com. ...
Sears will be installing Ms. [redacted] microwave at no charge to her. I provided Ms. [redacted] with my office number and work email and she has agreed to let me know when the unit has been installed. Ms. [redacted] is aware that she will be contacted by our installation office to schedule the installation within the next couple of days. That said we ask that this complaint be closed pending further contact. 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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Kristin [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a Frigidaire refrigerator. Sears Home Services does not...
provide service on Frigidaire appliances that are in warranty. That being said, we need to refer Ms. [redacted] to Frigidaire for additional assistance. Per the manufacturer’s warranty, [redacted] will repair the refrigerator. If Ms. [redacted] wants to have the refrigerator replaced, she will need to discuss her options with the manufacturer. Since we have noted our response to Ms. [redacted] complaint, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Cyril J[redacted]
May 25, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple repairs on her...
washer and her request for a refund on her washer and extended warranty.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. We have researched Ms. [redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement.
According to our records, Ms. [redacted] purchased the washer on March 30, 2015 along with a 3-year protection agreement. On August 30, 2016 she reported a vibrating issue. Since the manufacturer’s warranty expired on April 1, 2016, service was scheduled under her MPA for September 6, 2016. Our technician installed several parts and the first repair with functional parts replaced was completed on September 27, 2016. We did not hear from Ms. [redacted] again until March 30, 2016 when she requested a preventive maintenance check on her washer. When the technician arrived, she notified him that the washer was having an intermittent draining issue and he advised her to schedule service. On April 5, 2017 Ms. [redacted] requested service for the drainage issue. Our technician assessed the washer and ordered several parts again; the second repair with functional parts replaced was completed on April 27, 2017. Regrettably, on May 1, 2017 Ms. [redacted] reported a vibration problem with the washer and service was scheduled again. Our technician assessed the washer and reported that member was using too much soap. He instructed her to use less soap; no parts were replaced and the service order was closed. On May 15, 2017 Ms. [redacted] requested service again and reported that the washer was not spinning. Our technician reported that he found the pump packed with lint and a couple of other items. The technician cleaned out the pump and the unit was operational; no parts were replaced and the service order was closed. If the washer continues to fail within the next few months, Ms. [redacted] can contact me directly at [redacted]
As far as Ms. [redacted] request for a refund on the washer is concerned, we did not find this was warranted, specifically since she purchased the washer in 2015 and our 30-day return period expired 2 years ago. Ms. [redacted] also mentioned that she would like a refund on her extended warranty. Ms. [redacted] has the option to contact our contract department to cancel her agreement and receive a pro-rated refund. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
June 19, 2016 [redacted] 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 his recent online order experience....
As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted], email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. With that said, as a onetime courtesy exception we have issued a full refund of $26.50 back to Mr. [redacted]. Additionally, he may either keep or dispose of the merchandise to his discretion. In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent attempt to place an...
order online. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that [redacted] had attempted to place an order for the [redacted] Touchscreen Car Stereo Receiver item # [redacted] which is from a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted] case, the item in question is fulfilled by [redacted]; their email address is [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. We have reported the error and ask that [redacted] check back with the seller [redacted] when the item becomes available again. In closure, since the item is from a Third Party Marketplace Vendor, we are unable to honor his request. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to the complaint. While we understand that she was dissatisfied with our reply, as stated in our letter dated March 23, 2017 “but if she (Ms. [redacted]) feels the MPA has no value for her she may cancel by contacting our Benefits department directly at [redacted] The case remains 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 [redacted]
March 16, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tralisha A. [redacted] Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request to receive the products she ordered or a full refund. Eri[redacted], Store General Manager for Unit 2036, provided the following response: It is unfortunate that we failed Ms. [redacted] expectations and 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, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Unfortunately, the color that Ms. [redacted] selected is on back order. However, Ms. [redacted] agreed to take the product in a different color which is due to arrive this week. Once the product arrives, the store will cancel the original order so that a refund is processed. Should Ms. [redacted] have any further questions or concerns, she may contact our store directly at (731) 660-2201. 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
January 27, 2017
[redacted]
[redacted]
Our File No: [redacted] Revdex.com File No: [redacted] Via: 2 day/[redacted] Signature Required
Dear Members,
This serves as a response to your concern listed above, pertaining to your sink issues in regards to...
the installation completed in 2013, not 2015. Per the Cabinet Refacing and Sink contract, ‘Good’ is listed as your product choice which is a one year workmanship warranty. Please be advised the original workmanship warranty is expired at this time. Additionally, we came to an amicable settlement agreement regarding the sink concerns in 2013. The 2013 agreement makes this matter mute and irrelevant. I have enclosed a copy of the documents for reference.
You wrote the Revdex.com on 1/10/16. We successfully completed an inspection on 1/12/2016. I received the complaint on 1/25/2016. I immediately contacted the Los Angeles office and reviewed our inspection report. We have determined that the sink issue is neither an installation nor a product issue. It is a normal wear and tear as the sink was installed 5 years ago. Additionally, SHIP is not responsible for the garbage disposal as it was not contracted nor did we install the garbage disposal. You can contact any local plumber, electrician or kitchen contractor to make the minor repairs, at your convenience. We apologize for any misunderstandings or inconveniences you may have had experienced.
At this time, I am respectfully closing my file. On behalf of SHIP, please know that we value you as customer and appreciate your patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted].
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the multiple repairs of...
her washer.
We have received Ms. [redacted] complaint and apologize for the numerous repairs that she has had on her washer. We would like to note that Ms. [redacted] had repair on May 21, 2016 where it was determined that the valves in her washer were bad. She declined the repair. That being said, because we have addressed Ms. [redacted] complaint, 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.
Contact Name and Title: [redacted]
Contact Email: [redacted].[redacted]@searshc.com
October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms....
[redacted]'s complaint regarding the repair of her refrigerator.
It is unfortunate that we failed Ms. [redacted]'s expectations when she called Sears for service on her refrigerator. We value Ms. [redacted]'s patronage, and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. Because we value Ms. [redacted]'s patronage, we have exchanged her refrigerator under salescheck# 099118877657 and delivery is scheduled for tomorrow, October 23, 2015. That being said, because we have provided Ms. [redacted] with her requested resolution, 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,
[redacted]
Regulatory Complaints Specialist
[redacted].[redacted]@searshc.com
June 22, 2017 [redacted] 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...
a recent order. According to our records. Mr. [redacted] request was granted and his tires were installed on June 22, 2017. As such, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Raymond F [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with service provided for the...
installation of his dishwasher and the problems he encountered with delivery of a replacement dishwasher.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Mr. [redacted]'s complaint, we researched his replacement order and discovered that it was ordered. Regrettably, we failed to order the replacement with installation so the dishwasher was delivered to our warehouse, but an installation contractor was never assigned. On July 15, 2015 we reached out to our Installation Process Team to assist and installation was ordered at no charge for the warranty exchange. On July 16, 2015 Mr. [redacted] confirmed that he was contacted by our install scheduler. Our records indicate that the dishwasher was delivered and installed on July 17, 2015. Since we have addressed the issues brought forth in Mr. [redacted]'s complaint, we have closed our file.
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her service experience. We value Ms. [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 Ms. [redacted] gas dryer and noted her candid feedback. Again, we apologize to Ms. [redacted] for this issue 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]
August 4, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94[redacted] - Andrea [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal to our response regarding her dissatisfaction that her microwave continues to have problems even after the recent repair was completed.
On August 4, 2015 we reached out to Ms. [redacted] to discuss her concern regarding the microwave. She stated that the microwave is making an electronic popping noise. Ms. [redacted] stated that since the microwave is working, she had not called for service because she was going to wait until it stopped working. Ms. [redacted] confirmed that the initial microwave that she purchased had the same electrical problem and it was replaced with the same model. Due to the previous history on the original model and the service history on its replacement, we offered to exchange the microhood at this time and Ms. [redacted] accepted the offer. We provided Ms. [redacted] with the authorization information and instructions for the replacement microhood. After the unit has been installed, the protection agreement will be transferred to the new model and will expire on September 7, 2018. With that being said, since the authorization for the replacement of the microhood is a resolution that met with Ms. [redacted]'s approval, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
512-[redacted]
matilda[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Patricia [redacted]
Tell us why here...August 25, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Juan [redacted] Via: [redacted]@chicago.Revdex.com.org
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement...
Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We 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 manner. In response to Mr. [redacted] complaint about the island not being functional, I must disagree with his statement. The island is functional. The island was in the home before our installation and the changes we made were at Mr. [redacted] request. Mr. [redacted] requested we cut the height of the cabinet, and make the countertop wider so stools could be placed under the countertop. Unfortunately the drawers will not pull out all the way because the countertop is larger than the original countertop, per Mr. [redacted] request. Mr. [redacted] wants compensation for the whole island, which as I said before, is functional.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne.[redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted]
SHIP/HI Regulatory Complaint Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Francis [redacted]
Complaint: [redacted]
I am rejecting this response because: Sears did not provide service to me in a timely manner under my warranty.
Sincerely,
[redacted]
September 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2**6 Chicago, IL 60611 Re: #[redacted]– Shirley [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her dissatisfaction with our...
customer service, the cancellation of her layaway, and non-receipt of a refund. It is unfortunate that we failed Ms. [redacted]’ expectations when she recently used Sears’ layaway services. Our layaway terms are posted within our stores, on our website and printed on the receipts provided to our customers at the time they open their layaway account. Additionally, our receipts indicate the dates that payments are required in order to continue to hold the selected items and eventually satisfy the account balance. In case Ms. [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for no more than eight weeks from the date the account is opened for purchases under $4**.**. We do allow a grace period before a layaway account is cancelled for non-payment; however, the payment schedule does not change when a payment is received late. This means that if a customer makes a payment five days late, their next payment is still expected within nine days, as originally scheduled. Ms. [redacted]’ complaint states she opened her account on May 2*, 2016. If this is correct, then her next payments would have been due on June 11th, June 25th, July 9th, and July 23rd. Therefore, if she did not make any payments between her last June payment and her third payment attempt on July 1*th, then her layaway would have been automatically cancelled by our system, since the July 1*th date was approximately 23 days past the last due date. Sears charges a $5.** layaway fee and a $15.** cancellation fee. As such, if Ms. [redacted] paid $2*.**, a refund of approximately $*.** (depending on the tax amount) would have been issued to her by check or to the credit card she used. It is important to mention, however, that this is only an estimate, since Ms. [redacted] did not provide a receipt or layaway number that would allow us to fully investigate her layaway payment dates and refund status. For this reason, we have forwarded her concerns to management of the Alamonte Springs Mall Sears Store and asked that she be contacted directly. At this time we can only apologize that our process did not meet Ms. [redacted]’ needs. We hope that in the future she will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed in the interim. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-[redacted] Ext. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding an over the range microwave purchased online through www.sears.com. ...
Sears will be installing Ms. [redacted] microwave at no charge to her. I provided Ms. [redacted] with my office number and work email and she has agreed to let me know when the unit has been installed. Ms. [redacted] is aware that she will be contacted by our installation office to schedule the installation within the next couple of days. That said we ask that this complaint be closed pending further contact. 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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Kristin [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a Frigidaire refrigerator. Sears Home Services does not...
provide service on Frigidaire appliances that are in warranty. That being said, we need to refer Ms. [redacted] to Frigidaire for additional assistance. Per the manufacturer’s warranty, [redacted] will repair the refrigerator. If Ms. [redacted] wants to have the refrigerator replaced, she will need to discuss her options with the manufacturer. Since we have noted our response to Ms. [redacted] complaint, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Cyril J[redacted]
May 25, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple repairs on her...
washer and her request for a refund on her washer and extended warranty.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. We have researched Ms. [redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement.
According to our records, Ms. [redacted] purchased the washer on March 30, 2015 along with a 3-year protection agreement. On August 30, 2016 she reported a vibrating issue. Since the manufacturer’s warranty expired on April 1, 2016, service was scheduled under her MPA for September 6, 2016. Our technician installed several parts and the first repair with functional parts replaced was completed on September 27, 2016. We did not hear from Ms. [redacted] again until March 30, 2016 when she requested a preventive maintenance check on her washer. When the technician arrived, she notified him that the washer was having an intermittent draining issue and he advised her to schedule service. On April 5, 2017 Ms. [redacted] requested service for the drainage issue. Our technician assessed the washer and ordered several parts again; the second repair with functional parts replaced was completed on April 27, 2017. Regrettably, on May 1, 2017 Ms. [redacted] reported a vibration problem with the washer and service was scheduled again. Our technician assessed the washer and reported that member was using too much soap. He instructed her to use less soap; no parts were replaced and the service order was closed. On May 15, 2017 Ms. [redacted] requested service again and reported that the washer was not spinning. Our technician reported that he found the pump packed with lint and a couple of other items. The technician cleaned out the pump and the unit was operational; no parts were replaced and the service order was closed. If the washer continues to fail within the next few months, Ms. [redacted] can contact me directly at [redacted]
As far as Ms. [redacted] request for a refund on the washer is concerned, we did not find this was warranted, specifically since she purchased the washer in 2015 and our 30-day return period expired 2 years ago. Ms. [redacted] also mentioned that she would like a refund on her extended warranty. Ms. [redacted] has the option to contact our contract department to cancel her agreement and receive a pro-rated refund. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
June 19, 2016 [redacted] 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 his recent online order experience....
As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted], email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. With that said, as a onetime courtesy exception we have issued a full refund of $26.50 back to Mr. [redacted]. Additionally, he may either keep or dispose of the merchandise to his discretion. In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent attempt to place an...
order online. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that [redacted] had attempted to place an order for the [redacted] Touchscreen Car Stereo Receiver item # [redacted] which is from a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted] case, the item in question is fulfilled by [redacted]; their email address is [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. We have reported the error and ask that [redacted] check back with the seller [redacted] when the item becomes available again. In closure, since the item is from a Third Party Marketplace Vendor, we are unable to honor his request. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to the complaint. While we understand that she was dissatisfied with our reply, as stated in our letter dated March 23, 2017 “but if she (Ms. [redacted]) feels the MPA has no value for her she may cancel by contacting our Benefits department directly at [redacted] The case remains 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 [redacted]
March 16, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tralisha A. [redacted] Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request to receive the products she ordered or a full refund. Eri[redacted], Store General Manager for Unit 2036, provided the following response: It is unfortunate that we failed Ms. [redacted] expectations and 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, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Unfortunately, the color that Ms. [redacted] selected is on back order. However, Ms. [redacted] agreed to take the product in a different color which is due to arrive this week. Once the product arrives, the store will cancel the original order so that a refund is processed. Should Ms. [redacted] have any further questions or concerns, she may contact our store directly at (731) 660-2201. 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
January 27, 2017
[redacted]
[redacted]
Our File No: [redacted] Revdex.com File No: [redacted] Via: 2 day/[redacted] Signature Required
Dear Members,
This serves as a response to your concern listed above, pertaining to your sink issues in regards to...
the installation completed in 2013, not 2015. Per the Cabinet Refacing and Sink contract, ‘Good’ is listed as your product choice which is a one year workmanship warranty. Please be advised the original workmanship warranty is expired at this time. Additionally, we came to an amicable settlement agreement regarding the sink concerns in 2013. The 2013 agreement makes this matter mute and irrelevant. I have enclosed a copy of the documents for reference.
You wrote the Revdex.com on 1/10/16. We successfully completed an inspection on 1/12/2016. I received the complaint on 1/25/2016. I immediately contacted the Los Angeles office and reviewed our inspection report. We have determined that the sink issue is neither an installation nor a product issue. It is a normal wear and tear as the sink was installed 5 years ago. Additionally, SHIP is not responsible for the garbage disposal as it was not contracted nor did we install the garbage disposal. You can contact any local plumber, electrician or kitchen contractor to make the minor repairs, at your convenience. We apologize for any misunderstandings or inconveniences you may have had experienced.
At this time, I am respectfully closing my file. On behalf of SHIP, please know that we value you as customer and appreciate your patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted].
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com
June 2, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the multiple repairs of...
her washer.
We have received Ms. [redacted] complaint and apologize for the numerous repairs that she has had on her washer. We would like to note that Ms. [redacted] had repair on May 21, 2016 where it was determined that the valves in her washer were bad. She declined the repair. That being said, because we have addressed Ms. [redacted] complaint, 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,
[redacted]
Regulatory Complaints Specialist
[redacted]
Contact Name and Title: [redacted]
Contact Email: [redacted].[redacted]@searshc.com
October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms....
[redacted]'s complaint regarding the repair of her refrigerator.
It is unfortunate that we failed Ms. [redacted]'s expectations when she called Sears for service on her refrigerator. We value Ms. [redacted]'s patronage, and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. Because we value Ms. [redacted]'s patronage, we have exchanged her refrigerator under salescheck# 099118877657 and delivery is scheduled for tomorrow, October 23, 2015. That being said, because we have provided Ms. [redacted] with her requested resolution, 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,
[redacted]
Regulatory Complaints Specialist
[redacted].[redacted]@searshc.com